Call Routing Based on User Profile and Group Preferences
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Solution Overview
Problem
Existing call management systems fail to effectively manage calls across multiple communication devices, as users may not be reachable on their associated devices, leading to missed calls due to inadequate prioritization and routing strategies.
Innovation Solution
A method and system for establishing calling preferences by defining user profiles that associate users with multiple communication devices, assigning group preferences, and determining device-specific priorities based on device types and group affiliations, allowing for sequential or simultaneous ringing of devices according to user-defined preferences.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If calls are sent to multiple communication devices simultaneously, then the probability of reaching the user improves, but the system complexity and call management overhead increases
Solution Approach 1:
The system segments communication devices into priority levels (first priority devices and second priority devices) based on user profile and group preferences. This segmentation allows the call management system to handle multiple devices in an organized manner, reducing complexity while maintaining high reachability probability by systematically attempting calls across different priority levels.
Solution Approach 2:
The system performs preliminary actions by pre-establishing user profiles, assigning users to groups, and defining device priorities before calls occur. The call management system retrieves pre-configured preferences and routing rules, eliminating the need for real-time complex decision-making during call routing while ensuring reliable delivery to the most likely available device.
2Productivity
If device priorities are dynamically adjusted based on user profile and group preferences, then call routing efficiency improves, but the data processing requirements and system overhead increase
Solution Approach 1:
User profiles, group memberships, and device priority assignments are established in advance before calls occur. The system retrieves pre-configured routing preferences and group-based priority rules during call processing, significantly reducing real-time data processing requirements while maintaining efficient and adaptive call routing based on user habits and group affiliations.
Solution Approach 2:
The group preference system serves multiple functions simultaneously: it defines device priorities, determines routing sequences, and establishes fallback mechanisms for unavailable devices. This multi-functionality reduces the need for separate processing mechanisms, improving call routing efficiency without proportionally increasing data processing volume.
3Adaptability or versatility
If users are assigned to multiple groups with different preferences, then the system adaptability improves, but the complexity of determining user preferences increases
Solution Approach 1:
The system segments user preferences by group, with each group having its own defined device priority rules and routing preferences. When a user belongs to multiple groups, the system processes group preferences in a systematic sequence, resolving potential conflicts through predefined group hierarchy or priority rules, thereby maintaining adaptability while managing complexity through structured organization.
Solution Approach 2:
The system merges multiple group preferences into a unified user profile that determines final device priorities. By combining preferences from all groups a user belongs to and resolving them according to predefined rules, the system achieves comprehensive adaptability to various user scenarios without creating unmanageable complexity in preference determination.
Data Source
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AI summary
A method and system of establishing calling preferences for a user are provided. The method includes: defining a user profile containing an association between the user and two or more communication devices, each device having an associated device type; assigning the user to at least one group; obtaining group preferences associated with one or more of the user's groups; determining user preferences for the user based on the group preferences and the device types of the communication devices associated with the user; and storing the user specific preferences in a user profile associated with the user.