Intelligent Call Routing via Session Log Callback Identification
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Solution Overview
Problem
Current telephone systems face challenges in efficiently routing incoming calls to internal extensions, as callers often lack the internal extension number, making it inconvenient for call-backs and repeated calls, especially when the system randomly assigns an internal extension to answer incoming calls.
Innovation Solution
A call monitor maintains a session log to track sessions between internal and external telephone numbers, determining if an incoming call is a call-back and routing it to the appropriate internal extension based on calling history, using routing rules to automatically direct calls or provide dynamic dial options.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If the system randomly assigns an internal extension to answer incoming calls, then any available internal extension can answer the call, but the caller cannot easily initiate call-backs or repeated calls to the same internal extension
Solution Approach 1:
The system performs preliminary action by storing the internal extension number in the call log during the initial call. When a call-back is initiated, the system automatically retrieves and uses the stored internal extension number without requiring the caller to manually dial it again, thus resolving the contradiction between random assignment and ease of call-back
Solution Approach 2:
The call log acts as an intermediary that bridges the external caller and internal extension. It stores the mapping between external phone numbers and internal extension numbers, enabling automatic call routing for call-backs without requiring the caller to know or remember the internal extension number
2Ease of operation
If the system requires callers to dial the internal extension number for call-backs, then the caller can reach the specific internal extension, but the caller needs to remember and dial lengthy internal extension numbers
Solution Approach 1:
The system provides self-service by automatically retrieving the stored internal extension number from the call log and routing the call-back without requiring the caller to manually dial the internal extension number. The system serves itself by using its own stored information to facilitate the call-back
Solution Approach 2:
The internal extension number is preliminarily stored in the call log during the first call. This preliminary storage eliminates the need for the caller to remember or manually dial the internal extension number during call-back, simplifying the dialing procedure
3Ease of operation
If the system stores call session information in a call log, then call-backs can be facilitated, but the system requires additional storage and processing resources
Solution Approach 1:
The call log serves multiple functions: it stores call session information for routing decisions, maintains the mapping between external phone numbers and internal extension numbers, and enables both call-backs and repeated calls. This multi-functionality reduces the need for separate systems for each function
Data Source
AI summary
Systems and methods for intelligently routing an incoming telephone call to an internal extension based on the calling history are provided. According to one embodiment, a session log, containing information regarding sessions between internal extension numbers and external telephone numbers, is maintained by a call monitor of a telephone system. The internal extension numbers are associated with telephone extensions within the telephone system and the external telephone numbers are associated with telephones outside of the telephone system. An incoming telephone call is received by the call monitor from a telephone outside the telephone system that is associated with an external telephone number. It is determined by the call monitor whether the incoming call represents a call-back to an internal extension number based on the session log. When the incoming call is determined to represent a call-back, then causing a switch to route the incoming call to the internal extension number.