Prospective Availability Data Generation for Call Routing
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current communication systems often result in 'telephone tag' due to users being directed to voice mail, leading to impaired interaction and inefficiency, as they lack timely awareness of each other's availability for direct communication.
Innovation Solution
Integration of availability indicators into call disposition decisions using contextual information from call setup messages, such as SIP INVITE messages, to generate prospective availability data by applying rules to temporal block data and calendar information, combining fuzzy indicators to create a composite crisp availability decision.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If users are directed to voice mail when attempting to reach a collaborator, then the called party can receive messages asynchronously, but the calling and called parties experience impaired interaction and efficiency due to lack of real-time availability awareness
Solution Approach 1:
The system implements feedback by continuously monitoring user availability status through multiple sources (calendar data, location services, communication patterns) and providing real-time availability indicators to both calling and called parties. This feedback loop enables dynamic call routing decisions based on current availability states, transforming the traditional voice mail approach into an interactive availability-aware system that maintains message delivery reliability while significantly improving interaction efficiency.
2Loss of information
If presence and availability technology is implemented to share current availability, then users gain causal awareness, but this knowledge is not useful when the called party is not available and direct communication is needed
Solution Approach 1:
The system performs preliminary actions by proactively analyzing availability data and predicting future availability states before actual communication attempts occur. It pre-calculates optimal call routing paths and prepares alternative communication channels in advance. When the called party is currently unavailable, the system has already identified and prepared suitable alternatives (other devices, colleagues, time-based routing), ensuring direct communication capability is maintained without losing the benefits of availability information.
3Adaptability or versatility
If contextual information from call setup messages is analyzed to make call handling decisions, then call routing becomes more intelligent and appropriate, but the system complexity increases due to processing large amounts of background information
Solution Approach 1:
The system applies segmentation by dividing the complex contextual analysis into distinct modular components: call setup message parsing module, contextual information extraction module, availability assessment module, and call routing decision module. Each module handles a specific aspect of the analysis independently, processing only relevant portions of the background information. This modular architecture enables high call handling adaptability while managing system complexity through clear separation of concerns and specialized processing pipelines.
Data Source
AI summary
A method and system of generating prospective ability data is provided. Availability for at least one future temporal block is estimated, responsive to receiving an availability request, by applying availability rules to temporal block data associated with the at least one future temporal block, the temporal block data stored in a database.