Call Routing Automation with Diversion Pre-check
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Telephone call processing systems face inefficiencies when a first number is set to divert calls to a second number, leading to unfavorable outcomes such as calls being lost or forwarded to inappropriate destinations due to busy or unassisted second numbers, excessive call diversions, or lengthy timeouts.
Innovation Solution
A telephone call processing method and system that determines whether the first number is set to divert calls to a second number and processes the call accordingly, allowing the server to retain control and present alternative options, ensuring calls are not lost by checking the status of each number before transfer and selecting permitted diversions or offering further options if necessary.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If the first number is set to divert calls to a second number, then call routing is automated, but the call may be lost or forwarded to inappropriate destinations
Solution Approach 1:
The system performs preliminary actions by checking whether the first number is set to divert calls before initiating the call transfer. This pre-check prevents automatic diversions to inappropriate destinations and allows the server to intervene and present alternative options to the caller, thereby maintaining call delivery reliability while preserving automation benefits.
2Device complexity
If the server allows automatic call transfer to the first number, then call processing is simplified, but the server loses control and cannot provide alternative options
Solution Approach 1:
The server performs a preliminary determination of whether the first number is set to divert calls before completing the call transfer. This allows the server to maintain control by intervening when necessary and presenting alternative options to the caller, while still allowing simple automatic transfers when appropriate, thus balancing complexity and flexibility.
3Stability of the object's composition
If the system follows standard call transfer procedures, then call handling is consistent, but calls may timeout for lengthy periods
Solution Approach 1:
The system performs a preliminary check on call diversion status before initiating transfer to the first number. When diversion is detected, the server can immediately present alternative options to the caller rather than waiting for the standard timeout period, thereby reducing time loss while maintaining consistent call handling procedures.
4Extent of automation
If the first number diverts calls to a second number that is busy or unavailable, then call routing is automatic, but the call is lost or requires manual intervention
Solution Approach 1:
The system incorporates feedback by determining whether the first number is set to divert calls and using this information to adjust the call routing decision. When diversion is detected and the second number appears unavailable, the server can present alternative options to the caller, ensuring call completion ease while maintaining automation.
Data Source
AI summary
A telephone call processing method comprising the steps of: (i) receiving a telephone call for transfer to a first telephone number; (ii) determining whether the first telephone number has been set to divert calls to a second telephone number; and (iii) processing the call in dependence upon the determination of step (ii).