Caller-Controlled Call Routing and Dynamic Order Determination
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Solution Overview
Problem
Current telephony systems lack user control over call routing and require manual effort to define call orders for multiple contacts, which can be time-consuming and inefficient.
Innovation Solution
A communication management system that allows callers to define custom call orders for contacts, which can be stored and retrieved, and automatically determines call orders based on communication history, ensuring efficient and dynamic routing to the first answered number or address.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If the contact defines the call order for multiple numbers and addresses, then the contact has control over routing preferences, but the caller cannot control how their call is routed and significant time investment is required to define call orders for each contact
Solution Approach 1:
The patent inverts the traditional approach by allowing the caller (initiating party) to define the call order instead of the contact (receiving party). This inversion resolves the contradiction by giving callers control over routing preferences without requiring contacts to manually configure call orders for each of their contacts, thereby eliminating the time investment while maintaining routing control.
Solution Approach 2:
The system provides self-service functionality where callers can independently define and manage their own call routing preferences for each contact without requiring the contact's involvement or manual configuration by the contact. This allows callers to control routing based on their own preferences and communication patterns.
2Adaptability or versatility
If manual call order definition is required for each contact, then customized routing is achieved, but significant time investment and manual effort are required
Solution Approach 1:
The system performs preliminary action by automatically determining call routing orders based on the initiating party's communication history before calls are made. This preliminary analysis of historical data eliminates the need for manual call order definition while maintaining customized routing, thereby resolving the contradiction between adaptability and productivity.
Solution Approach 2:
The system uses feedback from communication history to automatically determine and refine call routing preferences. By analyzing past communication patterns and outcomes, the system learns and adapts routing decisions, providing customized routing without manual intervention and improving call setup efficiency.
3Stability of the object's composition
If call order is fixed and manually defined, then routing consistency is maintained, but the system cannot adapt to changing communication patterns or optimize routing dynamically
Solution Approach 1:
The patent implements dynamics by making the call routing order flexible and adaptable rather than fixed. The system dynamically determines call orders based on the initiating party's communication history and can adjust routing preferences over time, resolving the contradiction between stability and adaptability by maintaining consistency through learned patterns rather than rigid manual definitions.
Data Source
AI summary
A system and method for determining an order in which to communicate with a list of numbers and/or addresses for a particular contact is disclosed. Each caller that communicates with the contact may specify a different order for the contact's various phone numbers and other addresses. A communication management system may then automatically dial the numbers or use messaging addresses to initiate data communications in the specified order when the initiating party attempts to communicate with the contact. The order may specify simultaneous and/or sequential use of numbers or addresses. Alternatively or additionally, the communication management system may dynamically and/or automatically determine the communication order or a portion thereof. The automatic determination of the order may be based on a communication history or communication receiving of the initiating party. In some arrangements, the order may be partially manually defined and partially automatically defined.