Rolling ANI Key Assignment for Contact Center Data Retrieval
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current contact center computer telephony integration systems face inefficiencies in transferring caller-specific data across different parties handling calls, relying heavily on synchronization of trunks and CTI messages, which breaks down under high volumes, especially with the transition from TDM to voice-over-data-packet systems.
Innovation Solution
The Rolling ANI system assigns a unique key to each call using a pool of rolling Automatic Number Identification (ANI) codes, allowing seamless data retrieval by overriding the PSTN CLI field, ensuring that customer data is transferred efficiently and integrated with the voice path without requiring additional information from the caller.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If trunk basis method is used to transfer caller-specific data, then data integration with voice path is achieved, but system reliability deteriorates under high call volumes due to synchronization dependencies
Solution Approach 1:
The patent extracts the caller-specific data from the trunk/CTI message synchronization mechanism and transfers it independently through the CLI field. This separates the data transfer path from the voice path synchronization, allowing data to be reliably delivered without being constrained by trunk synchronization limitations under high call volumes.
Solution Approach 2:
The patent introduces a database as an intermediary between the calling party and the called party. Caller-specific data is stored in the database with a unique key, and the key is transferred through the CLI field. The called party retrieves data from the database using the key, eliminating the need for direct real-time synchronization between trunks and CTI messages.
2Reliability
If channel mapping is used to integrate data and call, then data integration is achieved, but system complexity increases due to synchronization requirements
Solution Approach 1:
The patent extracts the data integration function from the complex trunk/CTI synchronization mechanism. Instead of relying on channel mapping and synchronization, the solution uses a simple key-value database lookup approach where the key is passed through the CLI field, dramatically reducing system complexity.
Solution Approach 2:
The patent replaces the mechanical synchronization system (trunk/CTI message coordination) with a data-driven approach using database keys. The CLI field carries the key that directly identifies caller-specific data in the database, eliminating the need for complex mechanical synchronization between multiple system components.
3Productivity
If unique key assignment is implemented for database retrieval, then data retrieval efficiency is improved, but information loss occurs when transitioning from TDM to voice-over-data-packet systems
Solution Approach 1:
The patent creates a copy of the caller-specific data in a database and transfers only the key (a simplified copy) through the CLI field. The actual data remains in the database, eliminating the risk of information loss during system transitions while maintaining fast retrieval through key-based lookup.
Solution Approach 2:
The patent performs preliminary action by pre-storing caller-specific data in the database before the call is routed. This ensures data availability regardless of subsequent system transitions, as the data is already prepared and indexed with a key that can be reliably transmitted through the CLI field.
Data Source
AI summary
Caller specific information is linked to a call using a key for database retrieval of caller specific data. A pool of rolling Automatic Number Identification (ANI) codes is maintained. A call is received at a rolling ANI device. A rolling ANI is assigned to the call. The assigned rolling ANI is provided in a field identifying the call. The call and the assigned rolling ANI in the field identifying the call is routed to a call handler. A voice path and data associated with the call is received at the call handler. The data is parsed to determine a rolling ANI associated with the call. Caller specific information is obtained from a database record in a database identified by the rolling ANI. The obtained caller specific information is used to process the call seamlessly without prompting the caller for information in the database record associated with the rolling ANI.