Automated Out-of-Office Call Redirection via Email Parsing
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Solution Overview
Problem
Current systems for out-of-office notifications are cumbersome and prone to errors, especially for frequent travelers, as they require manual maintenance of both email and telephone responses, leading to potential misdirection of calls and inefficient handling of inquiries.
Innovation Solution
A system that integrates with email clients and telephony servers to automatically detect out-of-office messages, parse them for delegate information, and generate IVR greetings, ensuring calls are redirected to the appropriate delegate based on priority and category, using natural-language processing and presence servers for real-time updates.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual maintenance of email and telephone out-of-office responses is required, then the user can control the messaging content, but the system becomes cumbersome and error-prone especially for frequent travelers
Solution Approach 1:
The system merges email out-of-office detection with telephony out-of-office greeting configuration. When the system detects an email out-of-office message, it automatically retrieves the delegate information and configures the telephony system with matching instructions, consolidating what were previously separate manual tasks into an integrated automated process.
Solution Approach 2:
The system enables self-service by automatically detecting when a user sets an email out-of-office message and autonomously configuring the corresponding telephony out-of-office greeting and call forwarding rules without requiring the user to manually access telephony settings or repeat the configuration process.
2Reliability
If the user manually configures call forwarding to a delegate, then calls can be redirected, but errors occur when the delegate is unavailable, unknown, or inappropriate for the caller's needs
Solution Approach 1:
The system incorporates feedback loops where the telephony system monitors delegate availability in real-time. If the configured delegate is unavailable or indicates they cannot handle the call, the system automatically adjusts call routing alternatives, such as forwarding to another appropriate party or providing voicemail options, rather than simply dropping the call or creating busy signals.
Solution Approach 2:
The system performs preliminary actions by pre-configuring multiple delegate options and call routing rules based on the out-of-office message content. It proactively sets up alternative routing paths before calls are placed, so that when the primary delegate is unavailable, the call can be automatically redirected to appropriate alternatives without requiring real-time manual intervention.
3Reliability
If the user answers calls while out of office, then calls are not missed, but the user cannot address the subject of the call and time is lost
Solution Approach 1:
The system introduces an intermediary intelligent call handling system that acts as a mediator between incoming calls and the user. This automated system retrieves delegate information from the out-of-office message, configures appropriate call forwarding rules, and manages call routing to the correct party based on call context and delegate availability, allowing the user to remain unavailable while ensuring calls are properly handled.
4Adaptability or versatility
If separate email and telephony out-of-office systems are maintained, then each can be optimized independently, but the systems may become inconsistent and require duplicate manual configuration
Solution Approach 1:
The system implements a universal out-of-office management approach where a single email out-of-office message serves multiple functions: it notifies email senders, triggers telephony system configuration, provides delegate information for call routing, and updates call forwarding rules. This multi-functional use of the email out-of-office message eliminates the need for separate telephony-specific configuration while maintaining both email and telephony system effectiveness.
Data Source
AI summary
Many users have presence information on more than one system. Maintaining such systems may be burdensome and error prone. By automatically parsing an out-of-office message on a first system (e.g., email) for configuring a second system (e.g., telephony) duplicative work may be avoided as one system configures the other system. Accordingly, an out-of-office text message may be automatically parsed to determine attributes (e.g., start/end of absence) and who to contact for certain issues. The email system may then automatically configure a telephony system to provide voice prompts extracted from the email system and the opportunity for a caller to be routed to delegates telephone numbers based on the delegates identified in the email out-of-office message.