Dynamic Call Control Engine for IVR Resource Allocation
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing call handling systems in interactive voice response (IVR) systems often fail to allocate the necessary resources effectively, leading to decreased quality of voice communications sessions due to varying computation and resource usage, resulting in dropped calls or compromised user experiences.
Innovation Solution
A dynamic call control engine that monitors resource usage data across multiple call handling systems, determines resource requirements based on service level agreements and session needs, and selects the most suitable call handling system to establish a voice communications session, ensuring optimal resource allocation and user experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a call handling system is selected without dynamic resource monitoring, then the system complexity is reduced, but the quality of voice communications sessions deteriorates due to insufficient resource allocation
Solution Approach 1:
A dynamic call control engine is introduced as an intermediary component between the telephonic device and multiple call handling systems. This engine monitors resource usage data in real-time, determines resource requirements for incoming sessions, and dynamically selects the most suitable call handling system based on current resource availability. This intermediary layer ensures high-quality communications without requiring each individual call handling system to be overly complex, as the selection intelligence is centralized in the dynamic call control engine.
2Reliability
If multiple call handling systems are deployed to ensure adequate resources, then the reliability of voice communications is improved, but the device complexity and resource management overhead increase
Solution Approach 1:
The system employs dynamic call control that adapts to changing resource conditions in real-time. The dynamic call control engine continuously monitors resource usage data from multiple call handling systems and dynamically adjusts session routing decisions based on current resource availability. This dynamic approach allows the system to maintain high reliability by always directing sessions to systems with adequate resources, while avoiding the need for static over-provisioning of call handling systems.
Solution Approach 2:
Multiple call handling systems are deployed with similar functional capabilities, allowing any system to handle various types of voice communications sessions. The dynamic call control engine selects from this pool of universal systems based on current resource needs. This multi-functionality approach improves reliability by providing multiple capable systems while managing complexity through standardized interfaces and a centralized selection mechanism.
3Reliability
If resource requirements are strictly enforced for each session, then the quality of service is improved, but the productivity and throughput of the call handling system may be reduced
Solution Approach 1:
The dynamic call control engine determines resource requirements for each voice communications session based on service level agreements and session-specific parameters. By dynamically adjusting resource allocation parameters according to actual needs rather than applying fixed stringent requirements to all sessions, the system maintains high service quality for critical sessions while allowing more efficient resource utilization for less demanding sessions, thereby preserving overall throughput.
Data Source
AI summary
A request to establish a voice communications session between a user of a telephonic device and an interactive voice response (IVR) system of a call handling system is received by a dynamic call control engine. A resource requirement for the voice communications session is determined. Resource usage data for multiple call handling systems is accessed by the dynamic call control engine. A particular call handling system from among the multiple call handling systems is selected based on the resource usage data and the resource requirement. A connection to be set up between the telephonic device and the particular call handling system to allow the user of the telephonic device to participate in the voice communications session with an IVR system of the particular call handling system is enabled.