Communication Identifier Mapping for Anonymity and Callback Routing
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Solution Overview
Problem
Current communication services that guarantee user anonymity, such as alias services, do not effectively allow clients to reconnect with their previous interlocutors without disclosing the actual telephone numbers of company employees, limiting the ability to preserve a link between clients and employees.
Innovation Solution
A method for processing communication data through a network that associates a generic connection identifier with a stored connection identifier, enabling the redirection of incoming communications to the employee who initially interacted with a client, while maintaining anonymity by not disclosing actual numbers, and optionally limiting callback duration and communication type.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a generic connection identifier is used for anonymous communication, then employee anonymity is preserved, but the ability to redirect callbacks to the original employee is lost
Solution Approach 1:
The communication system is segmented into multiple identifier types: a generic connection identifier for anonymous external communication and internal connection identifiers for actual employee identification. The anonymization platform acts as an intermediary layer that maps between these identifier systems, allowing the external system to see only the generic identifier while the internal system maintains the mapping to actual employees for callback redirection.
Solution Approach 2:
The anonymization platform serves as an intermediary component between the communication network and the company's internal communication system. It receives communications with generic connection identifiers, translates them to internal connection identifiers using stored mappings, and routes them appropriately. This intermediary layer preserves employee anonymity externally while enabling internal callback functionality.
2Ease of operation
If callback redirection to original employees is implemented, then client satisfaction improves, but employee anonymity is compromised
Solution Approach 1:
The identifier system is segmented into a generic connection identifier presented to clients and internal connection identifiers used internally. This segmentation allows the system to provide personalized callback service while maintaining the anonymity barrier, as the generic identifier can be stored and reused for redirection without exposing actual employee numbers.
Solution Approach 2:
Instead of using actual employee connection identifiers, the system creates and uses a copy or representation (the generic connection identifier) that serves the same functional purpose for anonymous communication. This copy can be stored in the mapping table and used for callback redirection without compromising the original employee identifier's anonymity protection.
3Adaptability or versatility
If unlimited callback storage is maintained, then all previous interlocutors can be reached, but system complexity and storage requirements increase
Solution Approach 1:
The system implements optional limitations on callback storage, such as retaining only the most recent mapping or storing mappings for a limited time period. This partial action approach provides the essential callback functionality while avoiding the complexity of maintaining unlimited historical data, allowing the system to balance between comprehensive coverage and manageable complexity.
Data Source
AI summary
A method of processing data of communications through a communication network. The method includes: receiving first data relating to a first communication between a first and a second electronic device respectively associated with a first and a second connection identifier, the first data including a generic connection identifier associated with the first connection identifier and used for the first communication; storing at least the first connection identifier associated with the generic connection identifier and the second connection identifier used for the first communication; receiving second data relating to a second communication; searching through the second data for the first or the second stored connection identifier; and according to the result of the search, associating the second communication with the first and second connection identifiers.