Dynamic IVR String Routing via DNIS and ANI Analysis
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Solution Overview
Problem
Existing interactive voice response (IVR) systems require individual programming, leading to high costs due to the need for technical teams to set up and maintain each system, limiting the ability of IVR owners to customize and manage their systems without assistance.
Innovation Solution
A multiple server-based IVR system that uses an index computer to route calls based on Dialed Number Identification Service (DNIS) and Automatic Number Identification (ANI) information, allowing dynamic execution of IVR strings and enabling IVR owners to easily customize and manage their systems by associating strings with external servers, thereby reducing the need for technical support.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If individual programming is used for each IVR system, then the system can be customized to specific business needs, but the cost increases dramatically due to the necessity to have teams of programmers work on each new IVR system
Solution Approach 1:
The patent uses template-based IVR strings that can be copied and reused across different businesses. Instead of programming each IVR system from scratch, the system copies standardized templates and configures them for specific business needs, dramatically reducing the programming effort required while maintaining customization capability.
Solution Approach 2:
The IVR system is designed with universal templates that can serve multiple businesses and purposes. The same template framework can be applied to different industries and business types, making the system multi-functional and eliminating the need for separate programming teams for each client.
2Adaptability or versatility
If individual programming is required for each IVR system, then the system can be tailored to specific requirements, but the time required for setup and maintenance increases
Solution Approach 1:
The patent implements pre-programmed templates that are prepared in advance with common IVR functionalities. These templates include pre-configured menu structures, message files, and routing logic, so that when a new business needs an IVR system, the setup time is reduced to merely configuring the template parameters rather than building the system from scratch.
3Adaptability or versatility
If IVR systems are individually programmed, then each system can be optimized for its specific business, but the ability of IVR owners to customize and change their systems without technical assistance is limited
Solution Approach 1:
The patent enables IVR owners to self-service their systems by providing user-friendly interfaces and tools that allow them to modify their IVR strings without technical assistance. The system includes intuitive configuration options and automated template application, empowering business owners to customize their IVR systems independently while maintaining optimization for their specific needs.
Data Source
AI summary
The present invention teaches a multiple server based interactive voice response (IVR) system in which individual IVR strings on an index computer are associated with connections to external servers, the IVR system index computer accessible by each individual IVR string's self-identification telephone number either from Dialed Number Identification Service (DNIS) information, Automatic Number Identification (ANI) service information, item ID information provided by a caller or a combination thereof. When a call is received to the IVR system index computer, it uses DNIS, ANI and/or item ID information to route the call to string information (outgoing messages, menu options, etc) which might be located the index computer or on a clientele computer. In embodiments, the client business might be able to easily access the information associating options to messages and the message files themselves and change their IVR string without technical support.