IP Call Routing System with Skill-Based Priority Layers
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Solution Overview
Problem
Existing call routing systems lack functionality for routing multiple communication types, such as video calls, and do not allow for intelligent routing or distribution of calls to multiple agents or external entities, failing to provide preferences for representatives and prioritization of service providers.
Innovation Solution
A communication routing system that prioritizes calls based on skill sets, routing them first to available representatives within an entity, then within a network associated with the entity, and finally to external representatives, using an IP-based system to handle audio and video calls, and allowing for distributed call handling.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If calls are routed to a single call center or small number of call centers, then call routing is simple, but the system lacks adaptability to distribute calls to multiple distributed agents
Solution Approach 1:
The patent segments the call routing system into multiple distributed call centers and agents, allowing calls to be routed to different locations based on various criteria. This segmentation enables the system to handle diverse routing scenarios while maintaining manageable complexity through modular architecture
Solution Approach 2:
The routing system is designed with multi-functionality to handle various communication types (voice, video, data), multiple routing criteria (skills, availability, location, cost), and different communication modes. This universal design allows a single system to address multiple routing needs without requiring separate specialized systems
2Extent of automation
If calls are routed based on basic availability only, then routing is simple, but the system lacks intelligence to optimize call distribution based on skills and preferences
Solution Approach 1:
The system incorporates feedback mechanisms where routing decisions are continuously optimized based on agent skills, call characteristics, historical performance data, and real-time availability. The routing logic learns from past routing outcomes and adjusts to improve call distribution efficiency and service quality
Solution Approach 2:
The routing system dynamically changes parameters such as agent skills, call priority, routing preferences, and availability status to make intelligent routing decisions. By monitoring and adjusting these parameters in real-time, the system optimizes call distribution without requiring overly complex manual configuration
3Adaptability or versatility
If the system only routes to in-house representatives, then service quality is controlled, but the system lacks versatility to access external service providers
Solution Approach 1:
The system introduces an intermediary routing layer that manages both in-house and external service providers. This intermediary layer maintains quality control through standardized routing criteria, skills matching, and performance monitoring while enabling access to a broader range of service providers including external entities
4Productivity
If multiple communication types are routed through the same system, then resource utilization is optimized, but the system becomes complex to manage different communication protocols
Solution Approach 1:
The routing system is designed with universal capabilities to handle multiple communication types (voice, video, data) and conferencing modes through a unified architecture. This multi-functional design allows diverse communication protocols to be managed through common routing logic, reducing overall system complexity while improving resource utilization
Data Source
AI summary
An IP-based call center is able to route video and audio calls. The call routing is skills-based, and can be configured to give preference first to representatives or agents associated with an entity, and then to representatives or agents within a network associated with that entity. If no representative is available in-house or in-network, the call can be transferred to an external representative or agent. In other embodiments, an entity can configure prioritized layers for routing calls, in order to favor specific service providers.