Dynamic Port Allocation for IVR Call Traffic
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Solution Overview
Problem
IVR systems face challenges in managing high call traffic volumes, particularly in utilizing available ports for both inbound and outbound calls, leading to underutilization of resources and inefficient communication session management.
Innovation Solution
The method involves identifying outbound communication time window groups and initiating outbound communication sessions based on current time ranges and call records, optimizing the use of communication ports by switching between inbound and outbound sessions dynamically.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If IVR systems use a large number of ports to handle high call traffic volumes, then the system can handle more calls, but the device complexity increases and not all ports are utilized efficiently
Solution Approach 1:
The patent implements dynamic port allocation where ports are assigned to either inbound or outbound call handling based on real-time traffic conditions and call types. The system dynamically switches ports between modes to optimize utilization, preventing the complexity of managing fixed port assignments while maintaining high call handling capacity through adaptive resource allocation
2Reliability
If IVR systems prioritize inbound calls to satisfy customer service expectations, then customer service quality improves, but outbound call handling is limited to unused ports
Solution Approach 1:
The patent implements preliminary classification of calls into inbound and outbound types before port assignment. By pre-categorizing calls and their time windows, the system can proactively allocate ports to outbound calls during off-peak periods when inbound traffic is low, ensuring both customer service quality and outbound call handling efficiency without reactive port switching
Solution Approach 2:
The patent segments the call handling process into distinct inbound and outbound streams with separate port pools. This segmentation allows independent optimization of each call type - inbound calls receive priority on dedicated ports for customer service quality, while outbound calls utilize segmented port resources during appropriate time windows, resolving the conflict between service quality and handling efficiency
3Reliability
If IVR systems leave ports available for inbound calls, then inbound call readiness is maintained, but resource utilization decreases
Solution Approach 1:
The patent implements periodic monitoring and evaluation of port usage patterns to dynamically adjust port allocation strategies. By analyzing call traffic patterns over time, the system can periodically reallocate ports between inbound and outbound modes, maintaining inbound readiness during peak periods while maximizing outbound utilization during off-peak periods, thus reducing resource waste without compromising service reliability
Data Source
AI summary
A system and machine-implemented method for automated communication is presented. Outbound communication time window groups associated with one or more ranges of time valid are identified for initiating an outbound communication. A set of outbound communication time window groups for each of which the current time is within its associated ranges of time is identified. Subsequently, a call record associated with one of the outbound communication time window groups in the set is obtained, and an outbound communication session is initiated to a communication address included in the obtained call record. After an outbound communication session is established, it may be transferred to a live agent. If the outbound communication session has failed however, another outbound communication session may be initiated to the communication address within a later time range.