Outgoing Call Event Detection and Server Rule Matching
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current telecommunications systems lack enhanced functionality and user experience during outgoing phone calls, particularly in interactions with call centers, where users often face repetitive and uninteractive processes.
Innovation Solution
A method and system that utilize a server to store rules associated with call identifiers, allowing telecommunications end devices to detect events related to outgoing calls and transmit requests to the server for determining actions based on matching rules, which can include additional information and instructions to enhance the call management experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional phone call systems are used, then the basic voice connection function is maintained, but the user experience remains repetitive and uninteractive during call center interactions
Solution Approach 1:
The system performs preliminary actions by detecting call events and transmitting requests to servers before the actual call connection is established. The server processes the request, determines matching rules, and prepares additional information (such as business cards, service desk options, or appointment scheduling interfaces) to be presented to the user during or before the call, thereby enhancing user experience in advance
Solution Approach 2:
A server acts as an intermediary between the telecommunications end device and the call center. The server receives requests from the end device, processes them against stored rules, and returns determined actions or additional information to enhance the interaction. This intermediary enables extended functionality without modifying the core telephony system
2Adaptability or versatility
If the system transmits requests to the server and processes rules, then additional information and actions are provided to enhance call management, but the system complexity increases
Solution Approach 1:
The complex rule processing and decision-making logic is extracted from the telecommunications end device and placed on the server. The end device only needs to detect call events and transmit simple requests, while the server handles the complex tasks of rule matching, action determination, and information preparation. This extraction reduces device complexity while maintaining extended functionality
Solution Approach 2:
The server provides universal functionality by handling multiple types of call events and providing various kinds of additional information and actions through a single centralized system. Rather than implementing different functionality in each end device, the universal server handles diverse scenarios (business cards, service desks, appointments, etc.) for all connected devices
Data Source
Figure 1
Figure 2~3
Figure 4~5
AI summary
In order to show a way how to improve the user experience for a user of a telecommunication end device (100, 110, 600) the invention proposes a method, wherein a plurality of rules is stored, each rule being respectively associated with at least one call identifier, and wherein said plurality of rules is accessible by a server (300, 700). In response to detecting a predetermined event by a telecommunications end device (100, 110, 600), which is related to an outgoing phone call, a request is transmitted from the telecommunications end device (100, 110, 600) to the server (300, 700) via a data connection, said request comprising information on the detected event and information on an associated call destination identifier. The server (300, 700) determines whether the stored rules comprise a rule, which matches the received information, and if a matching rule is determined, at least one action to be performed by the telecommunications end device (100, 110, 600) is determined, information on that is transmitted from the server (300, 700) to the telecommunications end device (100, 110, 600), and the telecommunications end device (100, 110, 600) performs the respective action. The invention further proposes a telecommunications end device (100, 110, 600), a server (300, 700), a system (10), and computer program products, which are adapted to perform the method.