Interactive Call Menu via WebRTC for Contact Routing
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Solution Overview
Problem
Organizations face challenges in streamlining the process of connecting users to the appropriate personnel within their structure, particularly in multi-departmental setups, as existing communication systems require users to navigate complex call trees and dial multiple numbers to reach desired departments.
Innovation Solution
A WebRTC-based service that provides an interactive call menu creation service, allowing organizations to define a call structure and generate code for embedding in their website, enabling users to select communication destinations directly through a graphical interface, thereby establishing communication sessions without needing to dial multiple numbers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional phone technology with call trees is used, then users can contact multiple departments, but the process becomes complex requiring multiple dialing steps
Solution Approach 1:
The patent replaces the mechanical phone dialing system with a web-based graphical interface. Users interact with visual buttons and links on a webpage instead of manually dialing multiple numbers, transforming a mechanical/manual process into an automated web interaction that simplifies the contact process while maintaining the ability to reach multiple departments
Solution Approach 2:
The patent introduces a web server as an intermediary between the user and the communication destinations. The web server hosts the interactive call menu, processes user selections, and automatically initiates WebRTC communication sessions, thereby mediating the complex routing logic without requiring users to navigate it directly
2Adaptability or versatility
If multiple communication destinations are supported, then organizational coverage is improved, but the call structure becomes more complex to maintain
Solution Approach 1:
The patent creates a universal web-based platform that can accommodate any number of communication destinations and departmental structures. The interactive call menu uses standardized web technologies and WebRTC protocols that can be configured for organizations of any size, from small businesses to large enterprises with complex multi-departmental structures, without requiring different systems
Solution Approach 2:
The patent enables easy configuration of communication destinations by changing parameters such as destination addresses, department names, and routing logic through web-based configuration interfaces. Organizations can add, remove, or modify communication destinations by updating configuration data rather than restructuring the entire call system, making the system adaptable to organizational changes
3Speed
If WebRTC communication is implemented, then real-time communication capability is improved, but integration complexity increases
Solution Approach 1:
The patent performs preliminary actions by pre-configuring the WebRTC communication environment through the interactive call menu. User preferences, communication destinations, and session parameters are prepared in advance through web-based configuration, so when a user initiates communication, the WebRTC session can be established immediately without complex real-time setup procedures
Data Source
AI summary
According to one example, a method includes providing an interactive call menu creation service to a client device. The method further includes receiving a first dataset from the client device of an entity via the interactive call menu creation service, the first dataset including a call structure that defines a plurality of communication destinations and destination addresses for the communication destinations. The method further includes, in response to receiving the first dataset, generating a second dataset, the second dataset comprising code for embedding in a webpage to provide an interactive call menu for establishing communication to the plurality of communication destinations. The method further includes sending the second dataset to the client device in response to receiving the first dataset.