Customized Inbound Call Routing to Virtual Meetings via IVR

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Solution Overview

Problem

Conventional UCaaS platforms lack customization options for individual users, leading to inflexibility in routing calls to specific phone numbers or extensions, and inability to integrate telephony services seamlessly with software services.

Innovation Solution

The implementation of a system that includes a data store for routing rules, a routing engine, and a private branch exchange, which allows for customized routing of calls from phones to software services within an integrated voice and video platform, enabling customization on a customer-by-customer basis.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If conventional UCaaS platforms are used, then basic call routing is provided, but customization options for individual users are lacking

Engineering Contradiction:

Improvecustomization optionsVSAvoidsystem complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The system segments routing configuration into individual user-level customization options, allowing each user to have their own routing rules while maintaining a unified platform. This enables customization without requiring system-wide complexity increases.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The routing rules are made dynamic and configurable at runtime, allowing users to customize their routing preferences without system reconfiguration. This provides adaptability while keeping the core system structure simple and stable.

Inventive Principle:

Principle #15Dynamics

2Adaptability or versatility

If telephony services are delivered via on-premises solutions, then service reliability is maintained, but accessibility for remote workers is reduced

Engineering Contradiction:

Improveremote accessibilityVSAvoidservice reliability

Core Design Contradiction:

Adaptability or versatilityVSReliability

Solution Approach 1:

The system provides universal access to telephony services through multiple delivery mechanisms (on-premises and cloud-based), allowing the same service to be accessed reliably whether users are on-premises or remote, thus maintaining reliability while improving accessibility.

Inventive Principle:

Principle #6Universality (Multi-functionality)

3Adaptability or versatility

If separate communication services are implemented, then service independence is maintained, but integration between services is reduced

Engineering Contradiction:

Improveservice integrationVSAvoidsystem architecture complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The system merges telephony routing with software service routing into a unified routing framework, allowing both services to be integrated through a single system while maintaining their operational independence. This reduces architectural complexity while enabling seamless integration.

Inventive Principle:

Principle #5Merging (Combining)

Data Source

PatentUS12348672B2Routing an inbound call to a virtual meeting via an interactive voice response system

Publication Date: 2025.07.01 ZOOM COMMUNICATIONS INC

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.