Cascaded Call Routing via Context-Aware Adaptation
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Solution Overview
Problem
Existing communication systems fail to effectively route phone calls to users with multiple communication resources, especially when the user's location and context change, and do not utilize modern communication means like email and instant messaging, leading to missed important calls and inefficiencies.
Innovation Solution
A system that includes a call server, caller identity module, context module, device type module, location module, and selection policy module to route calls based on caller identity, user context, and available communication resources, allowing for cascaded ringing programs that adapt to the user's location and preferences, including email and instant messaging.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If simple call forwarding is used to forward calls from a business phone to a personal cell phone, then the user can be reached when leaving the desk, but the system cannot adapt when the user's location and context change, leading to missed important calls
Solution Approach 1:
The system dynamically adapts call routing based on real-time user context including location, availability status, and communication preferences. The intelligent call routing engine continuously monitors user state and adjusts routing decisions accordingly, enabling the system to respond to changing conditions rather than using static forwarding rules
Solution Approach 2:
The system incorporates feedback mechanisms by monitoring user responses to calls and availability status, then using this information to refine future routing decisions. The context-aware routing uses historical and real-time feedback about user behavior patterns to improve the accuracy of call delivery
2Productivity
If traditional telephone services are used without personal agents, then the system remains simple, but important calls are missed and communication delays occur
Solution Approach 1:
The intelligent call routing system operates autonomously without requiring human personal agents to manage call forwarding. The system automatically monitors user context, determines optimal routing decisions, and executes call delivery without manual intervention, enabling self-service call management
Solution Approach 2:
The intelligent call routing engine acts as an intermediary between the telephone network and the user, automatically managing call delivery across multiple communication channels. This intermediary layer handles the complexity of multi-channel routing while presenting a simple interface to users
3Adaptability or versatility
If multiple communication resources are available but no intelligent routing is implemented, then the user has communication options, but the system cannot determine the most appropriate resource for each call
Solution Approach 1:
The system applies different routing strategies to different communication resources based on their specific characteristics and the user's context. Each communication channel (phone, email, instant messaging) receives tailored routing decisions optimized for its capabilities and the current situation, rather than applying a uniform routing rule
Data Source
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AI summary
A system and method for routing selected phone calls to a user having a plurality of communication resources is disclosed. Background information of a caller is identified. A context of the user is postulated based on available information. The user's communication resources are identified. A location of the user is estimated. A cascaded ringing program for routing the phone call to the user is identified based on the background information of the caller, the device type of the user's communication resources, the postulated context of the user, and the estimated location of the user. The phone call is then routed using the cascaded ringing program.