Priority Indicating Calls via Caller Agent Voice Channel
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Solution Overview
Problem
Current telephony networks lack a mechanism to indicate the importance or urgency of incoming calls before the callee picks up, making it difficult for the callee to decide whether to answer or prioritize calls, especially in scenarios where urgent calls may be missed due to lack of information.
Innovation Solution
Implementing a priority indicating call system where a voice channel is established between the caller and a caller agent without waiting for a callee agent response, utilizing voice-mail-before-callee-becoming-active, and employing acoustic analysis to detect sentiment and indicate the likelihood of urgency through anomaly detection and alerts.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If the traditional call establishment process is used where the voice channel is opened only after callee agent response, then call reliability is maintained, but the callee cannot determine call urgency before answering
Solution Approach 1:
The voice channel is preliminarily established between the caller and caller agent before the callee agent responds. This allows the callee to access voice mail and leave messages prior to call establishment, providing urgency information before the callee decides to answer the call.
Solution Approach 2:
The voice mail system acts as an intermediary between the caller and callee during the call establishment process. The callee can interact with the voice mail system to receive urgency indicators before committing to answering the call, thus gaining information without bypassing reliability protocols.
2Loss of information
If the voice channel is opened before callee agent response, then callee can determine call urgency, but call establishment complexity increases
Solution Approach 1:
The call establishment process is segmented into distinct phases: first establishing the voice channel between caller and caller agent, then allowing callee interaction with voice mail, and finally completing full call establishment when callee answers. This segmentation allows urgency information to be provided without overwhelming system complexity.
Solution Approach 2:
A partial voice channel is established initially between caller and caller agent without fully completing the traditional two-way handshake. This partial action provides sufficient information to the callee about call urgency while avoiding the full complexity of premature complete call establishment.
3Loss of time
If the traditional waiting period for callee to answer is maintained, then call reliability is ensured, but time loss occurs for urgent calls
Solution Approach 1:
The voice mail system is activated in advance during the waiting period, allowing callees to leave messages and receive urgency indicators before formally answering. This preliminary action reduces time loss for urgent calls while maintaining reliability through the structured call establishment process.
Solution Approach 2:
The system provides feedback to the callee during the waiting period through voice mail interactions, indicating whether the incoming call is urgent. This feedback mechanism allows callees to make informed decisions about answering without extending the overall call establishment time excessively.
Data Source
AI summary
A method implemented to provide voice calls in a network. The method comprises receiving a voice call initiation request at a caller agent, wherein the voice call initiation request is triggered by a caller initiating a voice call via a caller equipment, wherein the voice call is destined to a callee equipment communicatively coupled with the network to reach a caller, and wherein the caller agent and a callee agent interact with the caller equipment and the callee equipment respectively. The method further comprise sending a call connection message to the caller equipment, receiving an acknowledgment message from the caller equipment, and opening a voice channel between the caller and the caller agent without waiting for a callee agent response.