Policy-Enabled Call Hunting for Enterprise Endpoint Routing
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Solution Overview
Problem
In enterprise environments, call routing is challenging due to the unknown availability of users to answer incoming calls at enterprise endpoints, leading to low answer rates for incoming calls.
Innovation Solution
A system that includes a call agent, a routing policy server, and an enterprise calling system, which facilitates policy-enabled call hunting by querying the routing policy server for an updated list of available endpoints to route incoming calls, based on the availability of users.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional call routing is used with a static candidate list, then the routing process is simple and fast, but the answer rate is low because user availability is unknown
Solution Approach 1:
A routing policy server is introduced as an intermediary between the call agent and the candidate endpoint list. This server receives availability information from various sources, processes it, and provides updated candidate lists to the call agent, thereby improving answer rates without significantly increasing the complexity of the core routing system
Solution Approach 2:
The routing policy server proactively gathers and processes user availability information before calls are routed. By preparing updated candidate lists in advance based on availability data, the system ensures that calls are directed to available users, improving the answer rate without adding complexity to the real-time routing decision process
2Reliability
If the routing system queries the routing policy server for updated endpoint lists, then the call answer rate improves, but the call routing time and system complexity increase
Solution Approach 1:
The routing policy server performs preliminary processing of availability information and prepares updated candidate lists before they are needed for routing decisions. This advance preparation reduces the time required for actual call routing queries, improving answer rates without significant time loss
Solution Approach 2:
The system implements a feedback mechanism where the routing policy server continuously monitors availability changes and automatically updates candidate lists. This feedback loop ensures that the most current availability information is available when routing decisions are made, improving answer rates while minimizing query time through efficient, targeted updates
Data Source
AI summary
Provided herein are techniques to facilitate policy-enabled call hunting for environments involving a cloud-based call routing policy enforcement point and a call hunting policy decision point that may be provided by an enterprise. In one instance, a method can be performed that may include obtaining an incoming call directed to an enterprise entity; identifying a candidate list of enterprise endpoint devices to which to route the incoming call; transmitting, to a routing policy server, a query regarding whether the incoming call is to be routed to the candidate list of enterprise endpoint devices, wherein the query includes an indication of the candidate list of enterprise devices; and obtaining, from the routing policy server, a response including an updated list of enterprise endpoint devices to which to route the incoming call, wherein the updated list is different than the candidate list.