Call Identifier Modification for Unique User Data Correlation
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Solution Overview
Problem
Interactive voice response (IVR) systems face challenges in routing calls with shared automatic number identification (ANI) numbers, leading to confusion and inefficiency in storing and retrieving user information, as multiple callers with the same ANI can result in non-unique identifiers, causing data storage issues and requiring costly and complex additional data connections.
Innovation Solution
A call processing system that generates a unique key for each call and modifies the call system identifier, such as the ANI, to uniquely identify user information, eliminating the need for additional data channels and manual expertise by using the modified identifier in call signaling to route calls and store information in a database.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If the original ANI is used to store user information in the database, then the database can store information for a single caller, but multiple callers sharing the same ANI cause confusion and prevent unique identification of user information
Solution Approach 1:
The patent segments the ANI into two parts: the original ANI (for identifying the calling party) and a call-specific identifier (for identifying the specific call instance). This segmentation allows the database to store user information with both the ANI and a unique call identifier, enabling multiple callers with shared ANI to be uniquely identified through their respective call identifiers.
2Loss of information
If a separate data connection is added to pass call information from IVR to call center, then call information can be transmitted, but the system becomes more complex and expensive
Solution Approach 1:
The patent merges the transmission of user information with the existing voice call signaling by embedding the call information within the call setup messages (such as ANI and caller ID fields). This eliminates the need for separate data connections, as the same signaling channels already used for voice calls are utilized to convey user information from the IVR to the call center.
3Loss of information
If additional data interface and manual expertise are required to support data connection, then data can be passed between IVR and call center, but costs and operational complexity increase
Solution Approach 1:
The patent enables the existing call signaling system to automatically convey user information without requiring additional manual configuration or specialized data interfaces. The IVR and call center systems utilize their existing signaling capabilities to pass call information, making the system self-sufficient and eliminating the need for expensive additional infrastructure and manual expertise.
Data Source
AI summary
A call processing system comprises an interface and a processing system. The interface is configured to receive call signaling for a call from a call system and receive user information during the call from a user using the call system wherein the call signaling includes an identifier for the call system. The processing system is configured to generate a key for the call, modify the identifier to generate a modified identifier indicating the key, transfer the key and the user information to a database system, and transfer new call signaling for the call to a destination wherein the new call signaling indicates the modified identifier.