Graphical Call Router Cloud Migration

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Solution Overview

Problem

Current call center systems, particularly on-premise solutions, face challenges in flexibility and ease of enhancement to accommodate changing technology advancements and customer interaction channels, requiring significant investments in hardware and maintenance, and often necessitate vendor involvement for updates.

Innovation Solution

A method utilizing computerized networks to route call data through user-friendly graphical programming systems with drop-down menus and graphical indications, allowing organizations to manage and update call flow routing within their systems independently, leveraging cloud-based infrastructure for agility and scalability.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If on-premise software solutions are used for call centers, then system stability and control are improved, but hardware investment costs and system complexity increase

Engineering Contradiction:

Improvesystem stabilityVSAvoidsystem complexity

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The patent replaces traditional mechanical on-premise software systems with a cloud-based web portal interface. This substitution eliminates the need for complex local hardware installations and software deployments, allowing users to access call center management functions through a simplified web browser interface while maintaining system stability through centralized cloud infrastructure.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The web portal is designed to provide multiple call center management functions through a single unified interface. It enables call flow programming, real-time monitoring, and system configuration across different devices and locations, replacing the need for separate specialized software applications and reducing overall system complexity.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Reliability

If on-premise call center systems are deployed, then initial system control is improved, but flexibility and ease of updates deteriorate

Engineering Contradiction:

Improvesystem controlVSAvoidflexibility

Core Design Contradiction:

ReliabilityVSAdaptability or versatility

Solution Approach 1:

The system transitions from static on-premise software to a dynamic cloud-based platform that can be updated and modified in real-time. The web portal allows supervisors to make immediate changes to call flows and routing configurations without requiring system reinstallation or vendor intervention, enabling the system to adapt dynamically to changing business requirements.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The patent empowers call center supervisors with self-service capabilities through the web portal interface. They can independently program call flows, modify routing logic, and update system configurations without needing to contact vendors or IT staff, thereby improving both flexibility and ease of updates while maintaining system control.

Inventive Principle:

Principle #25Self-service

3Device complexity

If traditional call routing systems are used, then system simplicity is maintained, but ease of operation for non-technical users deteriorates

Engineering Contradiction:

Improvesystem simplicityVSAvoidease of operation

Core Design Contradiction:

Device complexityVSEase of operation

Solution Approach 1:

The web portal serves as an intermediary layer between non-technical supervisors and the complex underlying call routing system. It provides user-friendly forms, templates, and graphical interfaces that simplify call flow programming, allowing supervisors to configure complex routing logic without needing to understand the technical complexity of the underlying telephony system.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent replaces traditional command-line or configuration-file-based call routing systems with a web-based graphical interface. This substitution enables non-technical users to interact with the system through familiar web browsing and form-filling activities, dramatically improving ease of operation while the underlying system maintains its simplicity and reliability.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

4Adaptability or versatility

If cloud-based systems are implemented, then adaptability and scalability are improved, but infrastructure investment requirements increase

Engineering Contradiction:

ImproveadaptabilityVSAvoidhardware investment

Core Design Contradiction:

Adaptability or versatilityVSQuantity of substance

Solution Approach 1:

The patent replaces physical on-premise server infrastructure with cloud-based hosting services. This substitution eliminates the need for enterprises to invest in expensive hardware, data center space, and cooling infrastructure, while providing access to scalable cloud resources that can adapt to changing call volumes and requirements without additional hardware investments.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Data Source

PatentUS11019209B2System for accessing an active call bar for a graphically interactive voice response system

Publication Date: 2021.05.25 TALKDESK INC

AI summary

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.