Dynamic Routing Framework for Flexible Communication Session Handling
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Solution Overview
Problem
Contact centers and unified communications face limitations due to rigid, hard-coded routing frameworks that lack flexibility, failing to adapt to evolving customer demands for complex and creative routing solutions.
Innovation Solution
A dynamic routing framework that allows for the establishment of communication sessions based on routing attributes, enabling flexible routing by looking up and applying defined rules to route sessions to alternative destinations, such as contact center queues, rather than traditional IVR systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If hard coded routing frameworks are used, then system stability and simplicity are maintained, but routing flexibility and adaptability deteriorate
Solution Approach 1:
The patent implements dynamic routing by replacing static hard-coded routing frameworks with a dynamic routing framework that can adapt routing decisions in real-time based on current system state and customer attributes. The routing framework transitions from a fixed structure to one that can be dynamically modified through attribute-based routing rules and real-time lookups.
Solution Approach 2:
The patent changes routing behavior by introducing routing attributes that modify traditional routing parameters. Instead of fixed routing destinations, the system uses attributes (such as customer preferences, time of day, call type) to dynamically determine routing parameters, allowing the same communication session to be routed differently based on varying conditions.
2Productivity
If traditional IVR-based routing is used, then system simplicity is maintained, but routing efficiency and customer experience deteriorate
Solution Approach 1:
The patent applies preliminary action by pre-defining routing attributes and routing rules in advance. Instead of making routing decisions step-by-step through IVR menus during the call, the system预先 establishes routing criteria and attributes that automatically guide routing decisions, reducing real-time processing complexity while improving efficiency.
Solution Approach 2:
The patent introduces an intermediary routing attribute lookup mechanism between the communication session initiation and final routing destination. This intermediary layer evaluates routing attributes against predefined rules to determine the optimal destination, acting as a mediator that simplifies the overall routing process while enabling sophisticated routing logic.
3Manufacturing precision
If dynamic routing attributes are implemented, then routing precision and customization are improved, but system complexity and implementation difficulty increase
Solution Approach 1:
The patent segments the routing system into distinct modular components: attribute extraction modules, routing rule evaluation modules, and destination determination modules. This segmentation allows each component to be developed, tested, and maintained independently, reducing implementation complexity while enabling precise routing control through attribute-based decisions.
Solution Approach 2:
The patent creates a universal routing attribute framework that can handle multiple routing scenarios and customer requirements through a single unified system. The same attribute lookup mechanism serves various routing purposes (priority routing, time-based routing, customer-preference routing), reducing the need for multiple specialized systems and simplifying implementation.
Data Source
AI summary
A request to establish a communication session with a second communication device is received. The request to establish the communication session comprises one or more routing attributes for routing the communication session. The one or more routing attributes for routing the communication session are looked up in a dynamic routing framework. The communication session is routed to a third communication device or destination instead of the second communication device based on the one or more routing attributes and one or more rules defined in the dynamic routing framework. For example, the communication session is routed to a specific contact center queue based on the routing attribute instead of initially being routed to an Interactive Voice Response (IVR) system.