Automated Call Routing via Active Presence Profiles
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Solution Overview
Problem
Conventional presence-based real-time interactive messaging systems create 'presence islands' that are difficult to manage and interoperate, requiring users to manually update 'follow-me' addresses when switching between identities, leading to inconvenience and inefficiency.
Innovation Solution
A computer-implemented method and system that automatically routes calls to an active identity of a callee based on their active presence profile by sending subscription messages to remote server computing systems, determining the presence status of multiple identities, and redirecting calls to an active identity, thereby eliminating the need for manual updates.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual update of follow-me addresses is implemented when switching between identities, then call routing accuracy is improved, but user convenience deteriorates
Solution Approach 1:
The system automatically monitors presence status across multiple identities and updates follow-me address routing without user intervention. The presence service provider's system detects when a user switches identities and autonomously manages the routing updates, eliminating manual user actions while maintaining accurate call routing.
Solution Approach 2:
The system continuously monitors presence status changes and uses this feedback to dynamically update call routing. When presence information indicates a user has switched identities or become unavailable on one identity, the system receives feedback and automatically adjusts the follow-me address routing accordingly.
2Adaptability or versatility
If multiple presence-based real time interactive communication systems are used, then communication versatility is improved, but system complexity deteriorates
Solution Approach 1:
A centralized follow-me address routing system acts as an intermediary between multiple presence-based communication systems. This intermediary system receives presence information from various systems, manages the routing logic, and coordinates call redirection across different platforms, simplifying the overall system architecture while enabling versatile multi-system communication.
Solution Approach 2:
The follow-me address routing system is designed to work universally across multiple different presence-based communication systems. It implements a standardized interface that can handle presence information and call routing requests from various systems, making the solution adaptable to different communication platforms without requiring system-specific implementations.
3Reliability
If presence status monitoring is continuously performed, then call routing reliability is improved, but information processing load deteriorates
Solution Approach 1:
Instead of continuous monitoring, the system performs presence status checks at periodic intervals or triggers monitoring only when presence status changes are detected. This periodic approach maintains reliable call routing by updating follow-me addresses when necessary while reducing the constant information processing load compared to continuous real-time monitoring.
Data Source
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AI summary
A method and system for automatically routing a call to an identity of multiple identities based on an active presence profile. A subscription message is sent to a user's contact addresses. The contact addresses include identities of the user and indicators of remote servers that manage real time communication systems. A presence document that includes a presence status of a first identity of the user is received. The presence status indicates that the first identity is offline. A registration message is issued to a remote server, resulting in a call redirection from the first identity to a second identity. The second identity is included in an active presence profile and is associated with a computing system that receives the redirected call. If multiple presence profiles of the user are active, a matching algorithm selects a contact address of one of the active presence profiles to determine the call redirection.