Call Processing via Electronic Calendar Integration
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Solution Overview
Problem
Existing call processing systems fail to effectively utilize electronic calendar information to manage incoming calls, leading to inefficiencies such as 'phone tag' and inadequate communication when parties are busy or unavailable, especially in mobile scenarios.
Innovation Solution
A service node retrieves calendar information from a called party's electronic calendar to determine call processing, potentially forwarding calls, invoking an interactive voice response (IVR) system, and providing scheduling information or options to callers, allowing for appointment scheduling based on the calendar data.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If calendar information is integrated into call processing systems, then call management efficiency is improved, but system complexity increases
Solution Approach 1:
The system is divided into separate functional modules: a calendar information retrieval module that accesses calendar data, a call processing module that handles incoming calls, and an IVR integration module that provides caller information. This segmentation allows each module to perform its specific function independently, improving call management efficiency while keeping the overall system complexity manageable through modular design.
Solution Approach 2:
An intermediary component is introduced that acts as a bridge between the calendar information system and the call processing system. This intermediary retrieves calendar information, processes it according to predefined rules, and provides guidance to the call processing system, thereby improving efficiency without requiring deep integration that would increase complexity.
2Measurement precision
If calendar information is accessed and processed in real-time, then call routing accuracy is improved, but processing time increases
Solution Approach 1:
Calendar information is retrieved and processed in advance before the actual call arrives. The system pre-fetches calendar data, pre-determines availability status, and pre-configures call routing decisions based on calendar information. This preliminary action ensures accurate call routing when the call arrives while minimizing real-time processing delays.
Solution Approach 2:
The system applies different processing depths to different calendar information scenarios. For simple availability checks, only basic calendar status is retrieved quickly. For complex scheduling scenarios, more detailed calendar information is processed. This localized quality approach optimizes processing time while maintaining routing accuracy for each specific case.
3Loss of information
If IVR system is invoked with calendar information, then caller information quality is improved, but device complexity increases
Solution Approach 1:
The IVR system is enhanced with multi-functionality to handle both traditional call routing tasks and calendar information delivery. By making the IVR system universal, it can provide various types of information (availability status, schedule details, appointment information) without requiring separate specialized systems, thereby improving information quality while limiting the increase in device complexity.
Solution Approach 2:
Instead of integrating complex calendar management functionality directly into the call processing system, the system creates a simplified copy or representation of calendar information and passes it to the IVR system. This copying approach allows the IVR to provide accurate calendar information without the call processing system needing to handle the full complexity of calendar management.
Data Source
AI summary
The present invention allows incoming calls to be processed based on calendar information obtained from an electronic calendar of a called party. When an incoming call intended for the called party is received, a service node may retrieve the calendar information for the called party and process the call based on the calendar information. The call processing may result in forwarding the call or invoking an interactive voice response system (IVR) by forwarding the call to the IVR, and providing instructions based on the calendar information to the IVR. The IVR may then provide messages based on the calendar information to the caller as well as provide options to the caller, retrieve responses from the caller, and instruct the service node to process the call based on the responses. The IVR may also allow the caller to schedule an appointment on the electronic calendar of the called party.