Inbound Extension Call Routing Through Customer-Specific Rules
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Solution Overview
Problem
Conventional UCaaS platforms lack customization options for call-in numbers and extensions, preventing individual users from routing calls to specific software services, and do not support seamless integration of telephony services with software services, especially for remote and mobile workers.
Innovation Solution
Implementing a system with a data store and routing engine that uses customized routing rules to direct calls to specific phone numbers or extensions, integrating voice and video features, and enabling connection to software services based on these rules, allowing for customer-specific configurations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If conventional UCaaS platforms use standardized call routing, then system simplicity is maintained, but customization capability for individual users and services is lost
Solution Approach 1:
The routing system is segmented into multiple independent routing rules, each handling specific call routing scenarios. The data store is divided into separate routing rule entries that can be independently configured and managed, allowing customization without overwhelming system complexity.
Solution Approach 2:
Routing rules are pre-configured and stored in the data store before calls are received. The system performs preliminary routing rule identification and matching, so that when a call arrives, the appropriate routing decision is already determined by pre-established rules, simplifying real-time processing.
2Ease of operation
If telephony services are delivered via on-premises solutions, then system control is maintained, but accessibility for remote and mobile workers is reduced
Solution Approach 1:
The UCaaS platform provides universal access to telephony and software services through a unified system that works across multiple locations and devices. The integrated platform serves both on-premises and remote workers through common routing rules and service access points.
Solution Approach 2:
The routing engine acts as an intermediary that connects telephony calls to software services regardless of user location. It mediates between the call source and the destination service, enabling seamless integration and access for both on-premises and remote workers.
3Adaptability or versatility
If separate communication services are implemented by different providers, then service specialization is achieved, but integration and information flow between services are hindered
Solution Approach 1:
The patent merges telephony services and software services into a single integrated UCaaS platform. Multiple communication services are combined under one system with unified routing rules, allowing seamless integration while maintaining service specializations through modular routing configurations.
Data Source
AI summary
Voice and video features of a software platform are integrated to enable customization of software services of the software platform on a customer-basis. Routing rules are defined to route calls to certain phone numbers or extensions to certain software services. Thereafter, when a call is received via a telephony system associated with the software platform, a routing rule customized for the software platform is identified based on information signaled with the call, such as a phone number or extension dialed to place the call. A software service is determined based on the routing rule, and the phone is connected with the software system that provides the software service.