Contextual Call Alerts Using Historical Logs
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Solution Overview
Problem
Enterprise workers, particularly in sales and marketing, often face challenges in managing incoming calls from unknown numbers, lacking contextual information that could aid in decision-making whether to answer or reject the call.
Innovation Solution
A method and device that utilize historic communication data to provide contextual information to users about incoming calls, including logs of previous interactions, to create user alerts and inform decision-making, by accessing and displaying log data associated with the caller's identifier.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If Caller Line Identification (CLI) is used to display the originator's identifier, then the user can identify the caller before answering, but the user lacks contextual information about previous interactions to make informed decisions
Solution Approach 1:
The system performs preliminary actions by accessing and retrieving historical communication data from logs before the user needs to make a decision about the incoming call. The contextual information about previous interactions is fetched and prepared in advance, allowing the user to see call history, message history, or other relevant past communications with the caller before answering or rejecting the call.
Solution Approach 2:
The system introduces an intermediary layer between the CLI identifier display and the user decision-making process. This intermediary retrieves and presents contextual information from historical logs, bridging the gap between simple identifier display and informed user decision-making by providing additional relevant context without requiring direct user access to complex log systems.
2Reliability
If historical communication data is accessed and displayed for every incoming call, then the user gains contextual information, but the processing time and system resources increase
Solution Approach 1:
The system extracts only the most relevant contextual information from historical logs rather than displaying all available data. It identifies and presents key elements such as recent call outcomes, important messages, or significant interaction patterns, filtering out unnecessary details to provide concise contextual information that aids decision-making without overwhelming the user or requiring excessive processing time.
Solution Approach 2:
The system implements partial action by selectively accessing historical data based on predefined criteria or thresholds. Instead of retrieving complete communication histories for all incoming calls, it retrieves only sufficient contextual information needed for effective call screening, such as the last few interactions or calls marked as important, thereby reducing processing overhead while maintaining reliability.
Data Source
AI summary
In one embodiment, a method including: receiving an incoming telephone call, which a user can choose to answer or leave unanswered; accessing one or more logs that associate data with identifiers to obtain log data associated with an identifier included in the incoming telephone call; creating a user alert for the incoming telephone call that includes displaying information based on the obtained log data; and updating the data associated with the included identifier in one or more logs.