Mobile Handset Directory Interface for Enterprise Call Routing

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Solution Overview

Problem

Existing telephone interfacing systems for enterprises are cumbersome, as they require callers to remember extension numbers or names, and lack adaptability to callee availability and caller access control, making it difficult for callers to reach desired destinations within an organization.

Innovation Solution

A system that utilizes mobile handsets to display a customized directory of enterprise call destinations by name, allowing selection based on graphical display capabilities, with directory management that includes access rules for controlling visibility based on caller identity and location.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If traditional IVR menu systems are used with keypad navigation, then callers can access directory information, but the system becomes cumbersome and requires callers to remember extension numbers or navigate complex menus

Engineering Contradiction:

Improveease of directory accessVSAvoidsystem complexity

Core Design Contradiction:

Ease of operationVSDevice complexity

Solution Approach 1:

The patent replaces the mechanical keypad navigation system with a graphical user interface on mobile handsets. Instead of using DTMF tones and menu navigation, callers interact with visual directory listings displayed on their mobile device screens, making directory access as intuitive as selecting contacts from a phone book.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The patent introduces a mobile handset as an intermediary between the caller and the enterprise directory system. The handset's display and interface capabilities serve as a mediator that presents directory information in an intuitive visual format, eliminating the need for callers to directly interact with complex IVR menus or remember extension numbers.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Adaptability or versatility

If directory information is made publicly accessible to all callers, then anyone can find any extension, but access control and callee availability management become impossible

Engineering Contradiction:

Improveaccess control flexibilityVSAvoiddirectory information visibility

Core Design Contradiction:

Adaptability or versatilityVSLoss of information

Solution Approach 1:

The patent applies different visibility and access properties to different directory entries based on local characteristics. Each call destination can have its own access rules defining which callers can view or contact them, allowing selective visibility rather than uniform public or private access for the entire directory.

Inventive Principle:

Principle #3Local quality

Solution Approach 2:

The patent implements access control rules in advance, before directory information is presented to callers. The system pre-configures visibility permissions and availability status for each call destination, automatically filtering and presenting only appropriate directory entries to each caller based on their identity and the callee's preferences.

Inventive Principle:

Principle #10Preliminary action

3Ease of operation

If callers must remember extension numbers to reach specific destinations, then direct calling is possible, but the system lacks user-friendliness and adaptability to caller needs

Engineering Contradiction:

Improveease of destination selectionVSAvoidtime to locate destination

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The patent replaces the memory-dependent extension number system with a visual name-based directory system on mobile handsets. Callers can directly search for and select destination names from displayed listings, eliminating the need to remember extensions and reducing the time required to locate call destinations.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Data Source

PatentUS8335495B1Displaying business directory information on a mobile handset

Publication Date: 2012.12.18 T MOBILE INNOVATIONS LLC

AI summary

The graphical display capability and the digital data communication capability of wireless mobile handsets are used to present a customized directory of a called enterprise on the display screen of the mobile handset to allow the caller to identify their desired call destination by name. A directory database stores directory information for each call destination of the enterprise. An incoming call to an enterprise IVR unit causes a directory manager to generate a request for user data which is forwarded to the mobile handset via a gateway. The mobile handset opens a data connection and forwards the user data to the directory manager. The directory manager evaluates at least one access rule in response to the user data to select relevant directory information from the directory database, and the directory manager forwards the relevant directory information to the mobile handset for display. Then the user of the mobile handset selects a call destination based on the displayed directory information.