Location Context Call Routing and Prioritization
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Solution Overview
Problem
Modern communication systems lack the ability to provide location context information to subscribers, making it difficult for called parties to make informed decisions about accepting or rejecting incoming calls, as they only receive limited information about the caller's identity and location.
Innovation Solution
The implementation of a unified communication system that provides location context information to subscribers, allowing them to make informed decisions about incoming calls and enabling automatic routing based on inferences made from this information, using GPS and presence servers to determine the location of both the caller and the called party.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If only caller ID information is provided to called parties, then the communication system remains simple and easy to operate, but the called party lacks sufficient information to make informed decisions about accepting or rejecting incoming calls
Solution Approach 1:
The system segments location information into discrete contextual categories (e.g., work location, home location, unknown location) that can be independently processed and evaluated. This allows the system to provide relevant location context without overwhelming the called party with raw geographic data, resolving the contradiction between information completeness and system complexity.
Solution Approach 2:
The system introduces an intermediary component that automatically analyzes caller location data, infers contextual meaning, and presents processed information to the called party. This intermediary layer handles the complexity of location analysis internally while presenting simplified, actionable insights to users, thereby reducing the perceived system complexity while improving information quality.
2Productivity
If manual decision-making processes are used for accepting or rejecting calls, then the system remains simple to implement, but the process becomes time-consuming and less efficient
Solution Approach 1:
The system performs preliminary analysis of caller location context before the called party needs to make a decision. By pre-processing location data and inferring contextual meaning in advance, the system prepares decision-support information ready for immediate use, thereby accelerating the call acceptance/rejection process without adding complex real-time processing requirements.
Solution Approach 2:
The system enables automatic routing decisions that serve themselves by autonomously analyzing location context and routing calls according to predefined policies. This self-service capability eliminates the need for manual intervention in routine routing decisions, significantly improving call handling efficiency while keeping the system architecture relatively simple through rule-based automation.
3Reliability
If location context information is collected and processed for all incoming calls, then better routing decisions can be made, but the system complexity and processing requirements increase significantly
Solution Approach 1:
The system applies location context analysis selectively rather than uniformly to all calls. It focuses processing resources on calls where location information is most relevant or ambiguous, while using simpler routing logic for routine calls. This localized approach to information processing maintains high routing accuracy for critical calls while reducing overall system complexity.
Solution Approach 2:
The system dynamically adjusts the depth and type of location analysis based on call characteristics, caller identity, and contextual factors. By changing processing parameters adaptively rather than applying a fixed complex analysis to all calls, the system achieves reliable routing decisions when needed while minimizing processing complexity for routine situations.
Data Source
AI summary
Called parties in an enhanced communication system are provided location information associated with a calling party to help them determine whether they should accept the call. Alternatively, automatic call routing may be performed based on location context information associated with the calling party such as whether the caller is calling from a regular location association with him/her or an extra-ordinary location.