Dynamic Dial Plan Selection for Contact Center Routing
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Solution Overview
Problem
Current cloud computing technologies for contact centers face challenges such as security concerns, voice network requirements, and contractual commitments, particularly when deploying across multiple sites, requiring a hybrid model that manages media traffic both locally and in the cloud, which existing solutions fail to adequately address.
Innovation Solution
A system and method for dynamically selecting a dial plan by detecting the state of a contact center agent, allowing automatic routing of calls without requiring explicit digit entry, using a processor to identify the agent's state and context, and enabling or disabling specific telephone numbers based on the selected dial plan, thereby facilitating seamless call management across different operations environments.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If cloud computing technology is used for contact centers, then workload distribution and scalability are improved, but security concerns and voice network requirements worsen
Solution Approach 1:
The system segments the contact center operations into multiple sites, allowing workload distribution across different locations while maintaining local control over security-sensitive functions. Each site can independently manage its dial plan and call routing, reducing security risks associated with centralized cloud management.
Solution Approach 2:
The patent implements location-specific dial plans that are tailored to the security requirements and voice network characteristics of each site. This allows each location to have customized security policies and routing rules, addressing local security concerns while still benefiting from cloud-based workload distribution.
2Ease of operation
If manual dial plan selection is required, then call routing control is improved, but agent productivity and ease of operation worsen
Solution Approach 1:
The system automatically selects and applies the appropriate dial plan based on the agent's location and the call context, without requiring manual intervention. This self-service approach eliminates the need for agents to manually configure routing parameters, improving productivity while maintaining precise routing control through automated decision-making.
Solution Approach 2:
The dial plan selection is dynamic and adapts automatically based on real-time conditions such as agent location, call type, and network status. This dynamic approach allows the system to optimize call routing control for each specific situation without requiring manual reconfiguration, thereby maintaining both control precision and agent productivity.
3Device complexity
If a single dial plan is used across all sites, then system simplicity is improved, but adaptability to different operations environments worsens
Solution Approach 1:
The system employs a universal dial plan framework that can function across multiple sites while accommodating local variations. The framework provides a common structure and interface, maintaining system simplicity, while allowing site-specific configurations to address different operations environment requirements through location-based dial plan selection.
Solution Approach 2:
The patent implements a multi-plan system where different dial plan parameters are activated based on the agent's location and call context. This allows the system to maintain a simple unified management interface while dynamically changing routing parameters to adapt to different operations environments, effectively resolving the contradiction between simplicity and adaptability.
4Measurement precision
If agents must enter digits to select dial plan, then routing precision is improved, but ease of operation and time efficiency worsen
Solution Approach 1:
The system performs preliminary configuration of dial plans based on agent location and call type before the actual call needs to be routed. This pre-positioning of routing parameters eliminates the need for agents to manually enter digits during the call setup process, reducing time loss while maintaining routing precision through pre-validated dial plan selections.
Solution Approach 2:
The patent replaces the mechanical process of manual digit entry with an automated electronic system that programmatically selects and applies the appropriate dial plan based on pre-configured parameters. This substitution eliminates the time-consuming manual input process while maintaining routing precision through automated decision-making algorithms that accurately match calls with the correct dial plan.
Data Source
AI summary
As system and method for dynamically selecting a dial plan includes a processor that detects a new telephony call placed by a contact center agent in a first operations environment. The processor automatically identifies a state of the contact center agent without the agent having to expressly enter digits into a telephony device. The state may identify whether the agent is logged in, a work state of the agent, and/or whether the agent is handling a call. The processor selects a dial plan based on the determined state, and transmits a message for routing the call based on the selected dial plan.