Real-Time Call Metrics for Policy-Based Agent Redirection
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Solution Overview
Problem
Existing call routing systems in IPBX servers lack real-time analysis and response capabilities, failing to effectively manage call events and participant statuses, leading to suboptimal call handling and network performance.
Innovation Solution
Implementing a processing circuit to generate and evaluate real-time data metrics from call event messages, allowing for dynamic call redirection and alert generation based on predefined criteria, including voice analysis and network performance metrics.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If real-time data metrics generation and evaluation is implemented, then call management effectiveness is improved, but system complexity increases
Solution Approach 1:
The patent introduces a call data processing circuit as an intermediary component that sits between the IPBX server and the call management system. This intermediary receives call event messages from the IPBX server, generates real-time data metrics, evaluates them against policies, and triggers appropriate actions. By placing this processing circuit as a mediator, the system achieves real-time call management capabilities without significantly complicating the core IPBX server architecture, thus resolving the contradiction between improved productivity and increased device complexity.
2Loss of time
If real-time call analysis is performed, then response time is improved, but processing resource consumption increases
Solution Approach 1:
The patent implements partial action by selectively generating and evaluating data metrics based on specific call events and predefined policies. Rather than continuously analyzing all call data without distinction, the system focuses processing resources on relevant events that match policy criteria. The call data processing circuit generates metrics only when triggered by specific call event messages, and evaluates them against policies to determine whether actions are needed. This selective approach enables real-time response while avoiding unnecessary processing resource consumption.
3Reliability
If dynamic call redirection is implemented, then call handling quality is improved, but control complexity increases
Solution Approach 1:
The patent implements feedback mechanisms where the call data processing circuit continuously monitors call event messages, generates data metrics, and evaluates them against predefined policies. Based on this evaluation, the system dynamically redirects calls to appropriate agents or takes other actions. The feedback loop ensures that call routing decisions are based on real-time conditions and policy requirements, improving call handling quality. The policy-driven approach provides structured control logic that manages the complexity of dynamic redirection by establishing clear decision-making rules.
Data Source
AI summary
In various examples, data communications are routed as calls by a set for servers, and the calls are processed in various ways including generating a set of data metrics including communications summary metrics which may related to communications event messages. At least one processing circuit is communicatively coupled to or integrated as part of the server set which route incoming calls (e.g., for a plurality of agents in a communications/call center). The processing circuit is configured to receive communications event messages from the server set for communications routed by the server set, generate, during a communication to a first agent of the plurality of agents, a set of data metrics including communications summary metrics based on the communications event messages; and redirect, during the communication to the first agent, the communication to a second agent of the plurality of agents in response to the set of data metrics satisfying a set of criteria indicated in a policy.