Call Handling System with Preference-Based Segmentation

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Solution Overview

Problem

Conventional telephone call handling systems lack efficient user interface and advanced facilities for managing diverse call categories and preferences, leading to cumbersome user experience and ineffective call management.

Innovation Solution

A system comprising a processor, memory, and receiver for storing and processing user preferences, allowing configuration based on caller categories, with features like IVR, call routing, and periodic updates from a central database, enabling advanced call handling and management.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If conventional telephone call handling systems are used, then basic call functionality is maintained, but user interface efficiency and advanced call management capabilities are insufficient

Engineering Contradiction:

Improveuser interface efficiencyVSAvoidcall management capabilities

Core Design Contradiction:

Ease of operationVSAdaptability or versatility

Solution Approach 1:

The call handling system is designed to perform multiple functions including categorizing callers, filtering calls, routing to different destinations, providing IVR services, and sending notifications across various platforms. This multi-functional approach allows a single system to handle diverse call management needs, improving both ease of operation and adaptability simultaneously

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Productivity

If manual call handling is used, then system simplicity is maintained, but call management effectiveness and user experience deteriorate

Engineering Contradiction:

Improvecall management effectivenessVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The system automatically categorizes incoming calls based on caller ID, applies filtering rules, routes calls to appropriate destinations, and sends notifications without requiring manual user intervention for each call. This automation significantly improves call management effectiveness while the centralized configuration interface keeps the system manageable despite its advanced capabilities

Inventive Principle:

Principle #25Self-service

3Adaptability or versatility

If basic call handling is implemented, then system simplicity is maintained, but advanced facilities for managing diverse call categories are lacking

Engineering Contradiction:

Improvecall category managementVSAvoiduser interface richness

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The system segments callers into different categories (e.g., family, friends, business, telemarketers, nuisance callers) and applies different handling rules to each category. This segmentation enables sophisticated call management while the configuration interface allows users to easily define and manage these categories through a structured approach

Inventive Principle:

Principle #1Segmentation

Data Source

PatentEP1884110B1Call handling

Publication Date: 2020.06.17 TRUECALL GRP LTD

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AI summary

The present invention relates to an apparatus (10) for handling telephone calls which comprises: means for configuring the operation of the apparatus based on user preferences relating to the handling of calls from particular callers, means for storing the user preferences, means for processing incoming calls based on the user preferences, and means for receiving updates to the user preferences in dependence on changes to a preference database for storing the preferences of at least one user. The invention also relates to a telecommunications system, and to an associated server.