Dynamic DNIS Assignment for Call Routing Capacity
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Solution Overview
Problem
High-volume call centers face challenges in ensuring accurate and efficient delivery of calls due to limited communication link capacity and fixed dialed number identification service (DNIS) assignments, leading to delays and potential call drops.
Innovation Solution
A system and method for dynamic assignment of DNIS numbers and tags, where the routing engine generates and manages DNIS assignments from a lookup table, allowing for temporary and flexible allocation based on current conditions, increasing system capacity and preventing mis-delivery.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If fixed DNIS assignments are used to identify calls, then call identification accuracy is maintained, but system capacity is limited and call drops occur during high-volume periods
Solution Approach 1:
The patent implements dynamic DNIS assignment where the system transitions from fixed to flexible DNIS-to-destination mappings. The routing engine dynamically selects available DNIS numbers from a pool based on current call volume and destination availability, allowing the system to adapt to high-call-volume periods without dropping calls or losing identification accuracy.
2Stability of the object's composition
If fixed DNIS translation tables are used, then call routing consistency is maintained, but the system cannot handle high call volumes efficiently
Solution Approach 1:
The patent replaces static translation tables with dynamic selection mechanisms. The routing engine maintains routing consistency by selecting appropriate DNIS numbers based on current system state and call characteristics, while the ability to dynamically allocate and reallocate DNIS numbers enables efficient handling of high call volumes without sacrificing routing reliability.
3Device complexity
If limited communication links are used, then network infrastructure costs are reduced, but call delivery reliability deteriorates during peak demand
Solution Approach 1:
The patent enables dynamic DNIS reallocation that allows the system to maximize the utilization of existing communication links during peak demand periods. By dynamically assigning available DNIS numbers to active calls and releasing them when calls complete, the system can maintain call delivery reliability without requiring proportional increases in physical network infrastructure.
Data Source
AI summary
A system and related techniques enhance the generation and delivery of dialed number identification service (DNIS) data to automatic call distributors and other destinations. Unlike conventional DNIS-based (800) or other call centers or other resources whose available DNIS-based identifications can become overtaxed during comparatively high call volumes, according to embodiments of the invention DNIS numbers are dynamically generated from an available pool on a per-call basis under call router supervision. According to embodiments of the invention in one regard, the dynamic DNIS may be associated with that call to the call's particular destination, such as an automatic call distributor, interactive voice response unit or other resource, during the duration of the call for the operative destination, with other calls being locked out from using that DNIS assignment while the call is in progress. The DNIS digits along with other tag or label information may likewise be used as a temporary key to access associated call data, such as dialed number, caller entered or other data or information, which may be stored in a data store for access by customer service representatives (CSRs) or others. After the call is completed, the temporarily assigned DNIS number may be released back to the pool for use by other calls to that destination.