Intelligent Communication Disposition Manager for Multi-Device Routing
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Solution Overview
Problem
Users face difficulties in determining the best communication mode to reach an intended recipient across multiple devices and networks, despite having presence information, leading to inefficient communication.
Innovation Solution
An intelligent communication disposition management system that utilizes presence data to route incoming calls or messages to the recipient's preferred communication device based on real-time notifications, allowing users to control how to handle the communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If presence information is provided across multiple communication devices, then the recipient's reachability is improved, but the caller's difficulty in deciding the best communication mode increases
Solution Approach 1:
The system provides real-time feedback to the caller about the recipient's presence status across multiple devices, including availability indicators and preferred communication mode suggestions. This feedback mechanism enables the caller to make informed decisions about the best communication mode without having to manually investigate each device's status.
Solution Approach 2:
The communication system acts as an intermediary that automatically processes presence information and presents simplified routing recommendations to the caller. Instead of requiring the caller to directly interpret multiple presence indicators, the system mediates by translating complex presence data into actionable routing suggestions.
2Adaptability or versatility
If multiple communication modes are provided, then the recipient's reachability is improved, but the complexity of selecting the best mode increases
Solution Approach 1:
The system performs preliminary analysis of presence information and pre-determines the optimal communication routing before the caller needs to make a decision. By proactively identifying the best communication mode based on recipient availability and preferences, the system eliminates the need for complex real-time selection by the caller.
Solution Approach 2:
The communication system automatically handles the complexity of selecting the best communication mode without requiring active intervention from the caller. The system self-determines the optimal routing based on presence data and presents simplified options, allowing the caller to simply confirm rather than actively select from multiple complex modes.
3Productivity
If real-time notification is sent to multiple devices, then the communication efficiency is improved, but the time required for the caller to decide increases
Solution Approach 1:
The system performs preliminary processing of presence information and pre-prements routing recommendations before the caller needs to make a decision. This preliminary action eliminates the need for the caller to spend time analyzing real-time notifications from multiple devices, as the optimal routing is already determined and presented in advance.
Solution Approach 2:
The system provides consolidated feedback to the caller that includes both the recipient's presence status and pre-determined routing recommendations in a single presentation. This feedback mechanism allows the caller to make a decision quickly without having to sequentially review multiple device notifications, significantly reducing decision time while maintaining communication efficiency.
Data Source
AI summary
When a communication is directed to an intended recipient, a determination may be made by an intelligent communication disposition manager as to whether one or more available communication devices of the intended recipient are available for routing the incoming communication either based on device availability or routing previously defined by the intended recipient. The intelligent communication disposition manager may utilize presence data of the intended recipient for sending a notification of the incoming communication to one or more of the intended recipient's available communication devices. The intended recipient may select a preferred call routing option for the incoming call/message to be sent. Based on the real-time response from the intended recipient, the call/message may be routed to his/her preferred communication device.