Dynamic Call Routing via Caller Attribute Analysis

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Solution Overview

Problem

Traditional call routing techniques are limited in their ability to effectively manage inbound calls, relying on minimal caller information and rigid rules, which restricts dynamic routing and fails to convey call priorities effectively.

Innovation Solution

A call management system that analyzes inbound calls to determine call attributes, such as caller ID, contact information, and spatial location, to implement customizable routing rules, including dynamic routing, priority-based routing, and location-based routing, using a CMS router, Call IDer, and CMS controller to route calls to the most appropriate endpoint.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If traditional call routing techniques are used, then the system is simple and easy to operate, but the routing flexibility and adaptability are limited

Engineering Contradiction:

Improverouting flexibilityVSAvoidsystem complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent implements dynamic call routing by allowing routing decisions to change based on real-time conditions. The system can dynamically adjust routing paths based on caller priority, location, and callee availability, transforming the static routing model into a dynamic one that adapts to varying operational conditions.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system changes routing parameters such as priority level, location data, and time of day to determine call routing decisions. By modifying these parameters dynamically, the system achieves flexible routing without requiring complex manual configuration for each scenario.

Inventive Principle:

Principle #35Parameter changes

2Productivity

If traditional call routing with minimal caller information is used, then the system complexity is low, but the call management capability and effectiveness are limited

Engineering Contradiction:

Improvecall management effectivenessVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The system performs preliminary actions by pre-configuring routing rules, priority levels, and location-based parameters before calls occur. This allows the system to efficiently process calls using pre-established logic rather than complex real-time decision-making.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system incorporates feedback mechanisms that monitor call outcomes and adjust routing decisions accordingly. By analyzing call success rates, response times, and caller satisfaction, the system continuously improves its routing effectiveness.

Inventive Principle:

Principle #23Feedback

3Reliability

If rigid routing rules are used, then the system operation is simple, but the ability to convey call priorities is limited

Engineering Contradiction:

Improvepriority conveyance accuracyVSAvoidrouting configuration simplicity

Core Design Contradiction:

ReliabilityVSEase of operation

Solution Approach 1:

The patent segments call routing into distinct priority levels and categories. By dividing calls into different segments based on priority, urgency, and type, the system can handle each segment with appropriate routing logic without overwhelming complexity.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system applies partial routing actions for different priority levels rather than treating all calls uniformly. High-priority calls receive enhanced routing treatment while standard calls follow conventional paths, allowing priority conveyance without requiring complete system redesign.

Inventive Principle:

Principle #16Partial or excessive action

4Adaptability or versatility

If traditional call routing is used, then the implementation is straightforward, but the location-based routing capability is absent

Engineering Contradiction:

Improvelocation-based routing capabilityVSAvoidsystem complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The system introduces location services as an intermediary component that provides geographic data to the routing system. This mediator enables location-based routing decisions without requiring direct integration of complex location processing into the core routing logic.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS8670545B2Inbound call identification and management

Publication Date: 2014.03.11 RINGCENTRAL INC

AI summary

Examples of inbound call identification and management are described including a call management system that includes one or more repositories that can include data representing call action policies and data representing attributes associated with the caller devices and the callee devices. Further, the call management system can include one or more computing devices that include a call identifier (“IDer”) configured to characterize the attributes of the caller devices to form characterized attributes, a call management system controller configured to match the characterized attributes against routing criteria specified in the data representing the call action policies, and a call management system router configured to route calls from the caller devices to the callee devices responsive to a match between the characterized attributes and the routing criteria.