Parked Call Context Handoff via Notification Server
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Solution Overview
Problem
Current data communications systems face inefficiencies in call parking, including slow routing speeds, inability to discern hand-offs for parked calls, inappropriate management of communications, and customer inconvenience, particularly in handling and retrieving calls across different devices and departments.
Innovation Solution
A data communications system that uses client-specific data to automatically forward and manage parked calls, employing IVR engines, call-monitoring circuitry, and AI engines to analyze call content and context, enabling contextual hand-offs and efficient call routing through a unified call-center and intelligent call-routing system, with mobile apps providing geo-locational and status-based filtering.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If traditional call parking systems are used with dedicated parking numbers, then calls can be parked and retrieved, but routing speed is slow and users must remember specific parking numbers
Solution Approach 1:
The system enables self-service call parking where the called party's device automatically receives and displays parked calls without requiring manual intervention. The called party can retrieve calls by simply viewing notifications on their device, eliminating the need to remember parking numbers or manually dial retrieval codes.
Solution Approach 2:
A notification server acts as an intermediary between the call parking system and the called party's device. The server receives parked call information, pushes notifications to the called party's device, and facilitates seamless call retrieval, eliminating the need for direct interaction with parking numbers.
2Productivity
If manual call parking with parking numbers is implemented, then calls can be held and transferred, but processing efficiency is low and requires excessive resources
Solution Approach 1:
The patent replaces traditional mechanical call parking mechanisms (dedicated parking numbers, manual retrieval codes) with an electronic notification system. Call parking information is transmitted digitally through notification servers and displayed on devices, eliminating the need for voice-based parking numbers and reducing bandwidth consumption.
Solution Approach 2:
The system extracts the essential function of call parking (holding and transferring calls) from the complex traditional system with parking numbers. By separating the notification function from the call routing function, the system achieves faster processing and reduced resource requirements.
3Ease of operation
If call parking extensions are set up with special keys, then users can park and retrieve calls without remembering numbers, but the system cannot discern when to effect hand-offs for parked calls
Solution Approach 1:
The notification server provides feedback to the called party's device about parked calls, including contextual information such as caller identification and call duration. This feedback mechanism enables the system to discern when hand-offs should occur by analyzing the notification data and caller preferences.
Solution Approach 2:
The system performs preliminary actions by pre-notifying the called party of incoming parked calls before the actual call connection. This advance notification allows the called party to prepare for call retrieval and provides the system with information needed to optimize hand-off timing and routing decisions.
4Reliability
If traditional call parking is used, then calls can be placed on hold, but inappropriate management of communications occurs and customer convenience is reduced
Solution Approach 1:
The notification system serves multiple functions: it notifies called parties of parked calls, provides call context information, enables one-tap retrieval, and facilitates seamless hand-offs. This multi-functional approach improves call management reliability while simultaneously enhancing customer convenience through a unified interface.
Data Source
AI summary
According to one example, the present disclosure involves a system including a data-communications server which uses client-specific sets of data that respectively indicate, for each of a plurality of disparate client entities, data services including data-communications call routing services and parked-call services to be provided on behalf of the client entity from among the client entities. The server is to access the client-specific sets of data (e.g., as may be stored in database of a memory circuit), and, in response, the server receives incoming calls involving user endpoint devices associated with respective ones of the client entities. These actions may be followed by the server providing the data services for the incoming calls in a manner consistent with the client-specific sets of data, and conveying for one of the incoming calls, one of multiple call-related context indications to one of the user endpoint devices. This context indication may inform the user on how the incoming call is to be processed for a change to or from a parked call status.