Caller Identification via Adaptive Text and Audio Prompts
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Solution Overview
Problem
Existing communication systems, such as UCaaS platforms, face challenges in identifying audio-only callers joining conferences via telephony connections, as conventional methods are often unavailable or ineffective for these participants, leading to anonymous participation, which is undesirable in regulated industries and for conference organization.
Innovation Solution
The system determines the unknown name information of audio-only callers by sending identification requests based on the device type, either as text-based messages for mobile phones or audio prompts for landline phones, storing the information, and displaying it in the conference interface, allowing de-anonymization of participants.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If conventional identification methods are used for conference participants, then video participants can be easily identified, but audio-only callers remain anonymous and cannot be identified
Solution Approach 1:
The system uses an intermediary text message communication channel to bridge the identification gap. When an audio-only caller joins the conference, the system sends a text message to the caller's device requesting their name. The caller responds via text message, and this information is then displayed in the conference interface. This intermediary text communication enables identification of audio-only callers without requiring them to use video or other visual identification methods.
2Ease of operation
If audio-only callers are allowed to join conferences anonymously, then conference accessibility is improved, but participant visibility and compliance are reduced
Solution Approach 1:
The system performs preliminary identification actions by sending name request text messages to audio-only callers as they join the conference. This preliminary action of requesting and collecting name information occurs before the caller fully participates in the conference, ensuring that identity information is captured without preventing the caller from joining. The caller's name is then stored and displayed, maintaining both accessibility and information completeness.
3Measurement precision
If text-based identification requests are sent to all callers, then audio-only callers can be identified, but landline phones without text capability cannot respond
Solution Approach 1:
The system applies local quality by tailoring the identification approach to the specific device type. When a text message is sent to an audio-only caller, the system monitors for text responses. If no text response is received (indicating the device may be a landline without text capability), the system then sends an audio prompt instead. This localized adaptation to device capabilities ensures that both mobile phones and landline phones can be identified through appropriate communication channels.
Solution Approach 2:
The identification system dynamically adapts its communication method based on the caller's response. It begins with text-based identification requests, and if unsuccessful, transitions to audio-based prompts. This dynamic adjustment of the identification approach ensures compatibility across different device types while maintaining the goal of accurate caller identification.
Data Source
AI summary
A conferencing software receives a request from a device of a caller to connect to a conference. The conferencing software determines that name information of the caller is not included in the request. In response to determining that the name information is not included in the request, the conferencing software transmits an identification request to the device, where the identification request is a text-based message that is configured to obtain the name information from the caller. The conferencing software displays the name information received in a response to the identification request in a user interface associated with the conference.