Programmable Communication Routing Engine for Dynamic Call Processing
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Solution Overview
Problem
Data communications service providers face complexity in customizing and managing communications platforms for multiple business entities, requiring frequent adjustments to accommodate changes in employee communications equipment and services, which is burdensome and inefficient.
Innovation Solution
A system utilizing a data communications server with a communication-control engine that employs high-level programming languages to provide customized communication services, allowing client-specific control data to be executed for routing decisions, virtual office feature management, and analytics, enabling dynamic adjustment of communication flows and processing levels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If data communications service providers manually adjust and reconfigure customized platforms for each business entity to accommodate changes in employee communications equipment, then each client receives personalized communication services, but the complexity and burden on the service provider increases significantly
Solution Approach 1:
The system enables automated self-service through programmable logic that automatically detects equipment changes and reconfigures communication routing without manual intervention. The programmable communication routing device executes client-specific programs that autonomously adapt to equipment changes, eliminating the need for service providers to manually adjust each customized platform while maintaining full customization capability.
Solution Approach 2:
The system implements dynamic reconfiguration through executable programs that can be automatically updated and deployed. When equipment changes are detected, the routing device dynamically loads and executes new routing logic without requiring manual reconfiguration, allowing the system to adapt flexibly to changing client needs while maintaining manageable complexity through automation.
2Productivity
If data communications service providers reconfigure customized platforms frequently to accommodate equipment changes, then communication services remain up-to-date and relevant, but the time and resources required for adjustments increase
Solution Approach 1:
The system employs preliminary action by pre-configuring executable routing programs that contain logic to automatically detect and respond to equipment changes. These programs are prepared in advance and can be automatically deployed when changes occur, eliminating the need for time-consuming manual reconfiguration processes while maintaining current and relevant communication services.
Solution Approach 2:
The system implements feedback mechanisms where the programmable routing device continuously monitors equipment status and automatically triggers reconfiguration when changes are detected. This closed-loop feedback system ensures services remain up-to-date by automatically responding to equipment changes without requiring manual intervention or consuming excessive reconfiguration time.
3Adaptability or versatility
If manual reconfiguration processes are used to adapt communication platforms to client needs, then each business entity receives customized services, but the scalability of the service provider's platform is limited
Solution Approach 1:
The system replaces manual mechanical reconfiguration processes with automated electronic program execution. The programmable communication routing device executes client-specific programs that automatically configure routing logic based on client requirements and equipment status. This substitution of manual processes with automated programming enables the system to maintain full customization capability while dramatically improving scalability to serve multiple clients simultaneously.
Solution Approach 2:
The system achieves universality through a standardized programmable routing platform that can execute different client-specific programs. The same hardware infrastructure serves multiple clients by loading and executing their respective routing logic, enabling the provider to scale services to numerous clients while maintaining individual customization through programmatic configuration rather than manual setup.
Data Source
AI summary
Exemplary aspects are directed to customized communications using a high-level programming interface. In a specific example, a data communications system serves endpoint devices respectively associated with different client entities. The system has a single unified server, including at least one data analytics server and at least one data communications server, to integrate communication routing control and data analytics for providing a combined contact-center and unified-communication set of data communication services, and to: interface with different client entities using a first programming language that relates to communications protocol between a data communications server and data sources; and receive, from each of the client entities and via the communications protocol, programming instructions that correspond to a related second programming language and used by the client entities to adjust parameters of the analytics server or at least one data communications server for specifying how the data is to be routed and/or processed.