Endpoint Identifier Change Detection in Contact Center Dialers
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Solution Overview
Problem
Contact center dialers currently cannot handle changes in telephone numbers, leading to premature call termination when a change in identifier is encountered.
Innovation Solution
The system detects a network indicator signaling a change in the identifier, updates the records with the new identifier, and allows the dialer to retry the call using the new identifier, preventing automatic call termination.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the dialer encounters a change in the telephone number, then the dialer ends the call, but this results in premature call termination and loss of communication connectivity
Solution Approach 1:
The system performs preliminary detection of network indicators during the call setup phase to identify identifier changes before the call is fully established. By detecting the network indicator (such as ANI/CLIP information) in advance, the system can proactively update the identifier and retry the call, preventing premature termination and maintaining call completion reliability
Solution Approach 2:
The system implements a feedback mechanism where the dialer monitors network indicators during call attempts, detects identifier changes, updates the endpoint identifier, and retries the call. This closed-loop feedback process enables the dialer to adapt to identifier changes dynamically, resolving the contradiction between maintaining reliable call completion and handling identifier changes
2Ease of operation
If the dialer automatically ends the call upon encountering an identifier change, then the system maintains simple operation, but this causes loss of communication opportunity and time
Solution Approach 1:
The dialer system performs self-updating by automatically detecting network indicators, identifying identifier changes, updating its own endpoint records, and retrying calls without human intervention. This self-service capability maintains operational simplicity while eliminating time loss, as the system handles identifier changes autonomously during the call setup process
Data Source
AI summary
Detecting an identifier change of an endpoint includes dialing an identifier associated with an endpoint to initiate a call to the endpoint. A network indicator indicating a change of the identifier is detected. A new identifier associated with the endpoint is determined, and a record is updated to reflect the new identifier associated with the endpoint.