Call Routing via Node ID Conversion and Priority Handling
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Solution Overview
Problem
Service providers face challenges in identifying and routing service calls based on the service node associated with a customer, which is essential for handling outages, competitor targeting, and personalized customer interactions.
Innovation Solution
The system identifies a service node by parsing a database for the caller's node ID, converting it into a numeric value, and dynamically routing calls based on this information, allowing for customized handling such as playing announcements or routing to specific agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If the service provider implements node identification and dynamic routing based on customer location, then call handling accuracy and customer service quality are improved, but system complexity and database query requirements increase
Solution Approach 1:
The system performs preliminary database queries to retrieve customer location information (node ID) before call routing decisions are made. This advance preparation enables accurate call handling while managing complexity by pre-fetching necessary data rather than querying during critical routing moments
Solution Approach 2:
The patent introduces an intermediary database layer that stores customer location mappings between account numbers and node IDs. This intermediary structure simplifies the routing system by providing a direct lookup mechanism, reducing the need for complex real-time queries and calculations during call processing
2Measurement precision
If the system performs database dips for every incoming call to identify node ID, then call routing accuracy is improved, but processing time and system response speed deteriorate
Solution Approach 1:
The system performs the database lookup in advance during call setup before routing decisions need to be made. By completing the data retrieval operation beforehand, the actual routing process benefits from pre-fetched information, reducing overall processing time while maintaining accuracy
Solution Approach 2:
The patent implements continuous background processes that maintain and update customer location databases, ensuring data is always ready for immediate use. This continuous maintenance eliminates gaps in data availability and ensures routing decisions can be made without interruption or delay
3Adaptability or versatility
If the service provider implements dynamic call routing based on node ID, then customer service personalization is improved, but device complexity and implementation difficulty increase
Solution Approach 1:
The system applies different routing qualities and handling procedures based on the specific node ID characteristics. By segmenting the customer base into distinct geographic or network regions through node IDs, the system can provide localized service personalization without requiring complete system redesign, thus managing implementation complexity
Solution Approach 2:
The patent implements dynamic routing capabilities that can adapt to changing customer locations and network conditions in real-time. This dynamic approach allows the system to personalize service based on current node assignments without requiring complex predetermined rules for every possible scenario, simplifying the implementation framework
Data Source
AI summary
Management of call center call routing is provided. Service calls directed to a call center may be routed for processing based on an identification of a service node of a caller. The service node may be identified by parsing a database for a calling customer's node ID, determining a format of the node ID, and converting the node ID into a numeric value that represents the node ID associated with the calling customer. If the numeric node ID value meets a predetermined criterion, the service call may be processed according to a priority call routing instruction.