Call Urgency Screening System for Selective Availability Management
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Solution Overview
Problem
Existing presence-based communication systems do not allow users to control their availability in a selective manner beyond basic presence indications, failing to route calls based on their importance.
Innovation Solution
A call urgency screening system that includes a data storage device with a call urgency screening program and a processor to interact with callers, determine call importance, and route calls accordingly, using a virtual assistant to offer alternative handling options or transfer calls to voicemail.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If presence-based communication systems use basic presence indications to route calls, then call routing is simple and straightforward, but users cannot selectively manage their availability based on call importance
Solution Approach 1:
The system segments call routing into multiple priority levels (high, medium, low urgency) and routes calls differently based on their importance. High-priority calls can reach the user even when marked as unavailable, while low-priority calls are redirected to voicemail or alternative contacts. This segmentation allows selective availability management without requiring complete system redesign.
Solution Approach 2:
Users pre-configure their availability settings and priority rules before receiving calls. The system stores these preferences and automatically applies them when calls arrive, enabling selective availability management without real-time user intervention. This preliminary configuration reduces the complexity of real-time decision-making.
2Adaptability or versatility
If the system routes all calls to the user regardless of importance, then no calls are missed, but users cannot prioritize important communications or appear unavailable to others
Solution Approach 1:
The system applies different routing qualities to different calls based on their priority level. High-priority calls receive premium routing (direct to user), while low-priority calls receive standard routing (voicemail, alternative contacts). This local differentiation allows users to prioritize important communications and reduce time spent on less important ones.
Solution Approach 2:
The system introduces an intermediary routing layer that sits between the incoming call and the user. This intermediary evaluates call priority and determines the appropriate routing path, acting as a mediator that filters and directs calls based on pre-configured rules. This allows automatic call prioritization without user involvement in each routing decision.
3Ease of operation
If the system implements comprehensive call screening based on urgency, then users can selectively accept calls, but the system complexity increases with multiple routing options and rules
Solution Approach 1:
The system implements a universal routing framework that handles multiple call priorities and routing scenarios through a single coherent structure. Rather than creating separate systems for different call types, one multi-functional routing engine manages all call screening decisions based on pre-configured rules, simplifying the overall system architecture while maintaining comprehensive user control.
Solution Approach 2:
Users configure their own call screening rules and priority settings through self-service interfaces. The system automatically applies these user-defined rules without requiring manual intervention for each call decision. This self-service approach gives users ease of control while reducing the operational complexity of the routing system.
Data Source
AI summary
In some embodiments, a call urgency screening system may include one or more of the following features: (a) a data storage device comprising, (i) a call urgency screening program that allows a recipient to choose whether to accept a call from a caller or offer to the caller other alternate call handling of the call based on interaction with the caller and a dialog engine, and (b) a processor coupled to the data storage device that executes the call urgency screening program.