Route Table Generator Blending Quality Metrics for Call Routing
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Solution Overview
Problem
Existing call routing systems in telecommunications often result in call blocking due to maximizing profitability by focusing on the most profitable routes, which can lead to caller dissatisfaction and operational losses, while neglecting routes with lower profit margins that may still be cost-effective but plagued by quality issues.
Innovation Solution
The implementation of an enhanced route table generator and server that blends quality considerations into the route selection process, using metrics like answer-seizure ratio and answered-call duration to optimize route choices and call allocations, ensuring more calls are routed successfully while maintaining profitability.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If call routing focuses on maximizing profitability by selecting only the most profitable routes, then profitability is improved, but call routing success rate deteriorates due to call blocking
Solution Approach 1:
The patent applies local quality by differentiating route selection based on quality metrics. Instead of treating all routes uniformly, the system evaluates each route's answer-seizure ratio and answered-call duration locally, allowing calls to be routed through lower-profitability routes when those routes meet quality thresholds, thereby improving overall call success rates while maintaining profitability optimization.
Solution Approach 2:
The system dynamically adjusts route selection by incorporating real-time quality metrics (answer-seizure ratio and answered-call duration) into the routing decision process. The route table generator dynamically evaluates multiple routes and selects appropriate routes based on current quality conditions, allowing the system to adapt between profitability maximization and call success rate improvement depending on route performance.
2Reliability
If multiple routes with lower profit margins are included to reduce call blocking, then call routing success rate is improved, but profitability deteriorates
Solution Approach 1:
The patent changes the parameters of route evaluation by introducing quality metrics (answer-seizure ratio threshold and answered-call duration threshold) as additional constraints. The route table generator modifies its selection criteria to include these quality parameters, allowing it to selectively include lower-profitability routes only when they meet the quality thresholds, thus balancing call success rate improvement with profitability maintenance.
3Reliability
If quality metrics are incorporated into route selection, then call routing quality is improved, but system complexity increases
Solution Approach 1:
The system performs preliminary action by pre-calculating and storing quality metrics (answer-seizure ratio and answered-call duration) for each route in advance. The route table generator uses these pre-computed metrics to quickly evaluate routes without performing complex real-time calculations, thereby improving call routing quality while minimizing the increase in system complexity.
Data Source
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AI summary
A system and method blend particular quality considerations into the process of expanding the route choices in a route table, such that more calls can be successfully routed while maximizing certain objectives. The quality considerations drive how additional routes are chosen for the route table and how call volumes are allocated to the chosen routes so that overall profitability can be maximized within the governing constraints of quality targets, route quality, predicted traffic, and route capacity.