Inbound Voice-Video Call Routing for Customer-Specific Services
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Solution Overview
Problem
Conventional UCaaS platforms lack customization options for call routing to specific phone numbers or extensions, leading to inflexible and inefficient communication experiences, particularly for remote and mobile workers.
Innovation Solution
Implementing customized routing rules within a UCaaS platform to direct calls to specific phone numbers or extensions based on customer-specific configurations, enabling integration with IVR systems, virtual meetings, emergency services, or universal identifiers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If conventional UCaaS platforms use shared call-in numbers for all users, then platform simplicity is maintained, but call routing customization and user-specific accessibility are lost
Solution Approach 1:
The patent segments the shared call-in number functionality into individual user-specific routing configurations. Each user or customer can have customized routing rules that divide the incoming call flow into specific paths based on customer ID, allowing customization without requiring separate physical phone numbers for each user.
Solution Approach 2:
The system performs preliminary routing rule configuration during platform setup or user provisioning. Customized routing rules are established in advance, storing customer-specific routing preferences and parameters in a database, so that when calls arrive, the routing decision is already determined by pre-configured rules rather than requiring real-time manual intervention.
2Adaptability or versatility
If telephony services are delivered via on-premises solutions, then service reliability for fixed locations is improved, but accessibility for remote and mobile workers deteriorates
Solution Approach 1:
The UCaaS platform provides universal access to telephony services through cloud-based infrastructure that supports multiple access points including desktop computers, mobile devices, and remote locations. The same routing and communication services work consistently across all devices and locations, eliminating the need for on-premises equipment while maintaining service reliability through cloud redundancy.
3Productivity
If separate communication services are used, then service specialization is maintained, but information integration and operational efficiency are reduced
Solution Approach 1:
The patent merges telephony services with the UCaaS platform into a unified system. Incoming calls are integrated with the existing user authentication and communication framework, allowing voice calls to be routed and managed through the same interface and infrastructure that handles other unified communications, eliminating silos between separate communication services.
Data Source
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AI summary
Voice and video features of a software platform are integrated to enable customization of software services of the software platform on a customer-basis. Routing rules are defined to route calls to certain phone numbers or extensions to certain software services. Thereafter, when a call is received via a telephony system associated with the software platform, a routing rule customized for the software platform is identified based on information signaled with the call, such as a phone number or extension dialed to place the call. A software service is determined based on the routing rule, and the phone is connected with the software system that provides the software service.