CTI Endpoint Association via Unique Identifier Matching
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Solution Overview
Problem
Existing Computer Telephony Integration (CTI) systems require an interactive voice response (IVR) system to associate a computer terminal with a telephone terminal, which is costly and increases implementation expenses, especially in distributed environments with multiple PABXs.
Innovation Solution
A method that generates and communicates a unique identifier for a communications line endpoint, allowing the user to initiate a connection using the telephone terminal, and records the identifier, associating the device with the computer terminal if a match is found, eliminating the need for an IVR system.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If an interactive voice response (IVR) system is used to associate a computer terminal with a telephone terminal, then the association process can be automated, but the system cost and implementation expense increase significantly
Solution Approach 1:
The patent extracts the essential function of the IVR system (collecting and verifying telephone numbers) and implements it using simple existing components: the PABX call handling capabilities and the computer terminal's display and communication functions. This eliminates the need for expensive dedicated IVR hardware while maintaining automated association.
Solution Approach 2:
The patent makes the PABX system perform multiple functions: it not only handles call switching but also generates unique identifiers, communicates them to computer terminals, receives dialing input, and verifies associations. This multi-functionality eliminates the need for separate IVR systems, reducing overall system cost while maintaining automation.
2Adaptability or versatility
If an IVR system is deployed in distributed environments with multiple PABXs, then each location can independently manage associations, but the overall implementation cost increases proportionally
Solution Approach 1:
The patent enables each PABX in the distributed environment to independently perform the full association function using its own resources. Each PABX segment can generate, communicate, receive, and verify identifiers autonomously, allowing independent management at each location without requiring centralized IVR infrastructure, thus avoiding proportional cost increases.
3Ease of operation
If traditional registration methods are used, then voice communication can be employed for verification, but security and accuracy of association may be compromised
Solution Approach 1:
The patent implements a feedback mechanism where the system provides the unique identifier to the user via the computer terminal display, the user dials this identifier back through the telephone terminal, and the system verifies the received identifier against the original. This closed-loop feedback ensures high accuracy and security in the association process.
Solution Approach 2:
The patent uses the computer terminal's display to show the unique identifier to the user, creating a visual copy of the identifier that the user then enters via the telephone terminal. This copying mechanism ensures accurate transmission of the identifier without relying on voice communication, enhancing both security and accuracy.
Data Source
AI summary
A Computer Telephony Integration environment has reduced risk of inadvertent or fraudulent registration of the association of a user's computer terminal with the wrong telephone, i.e. one other than the telephone adjacent to the computer terminal or the user's mobile telephone, a host computer instructs the user via a screen display to call a particular extension of a CTI-enabled communications switching system.