Secure Call Routing via Intermediary Server
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Solution Overview
Problem
Conventional telephony systems are costly and expose user contact information, lacking secure call routing and queuing capabilities without the need for a private branch exchange (PBX) system.
Innovation Solution
A communication management system that routes calls anonymously through a unique telephone number or IP address, integrating with existing PBX systems to provide secure call queuing and management without direct agent-device connection, using a telephony interface, controller, and database for call routing and queue management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a private branch exchange (PBX) system is implemented to provide secure call routing and queuing, then call management capability is improved, but system complexity and cost increase
Solution Approach 1:
The patent introduces an intermediary server that acts as a mediator between callers and agents, providing call routing and queuing functionality without requiring each organization to deploy a full PBX system. The server handles call management tasks centrally, reducing local system complexity while maintaining reliable call control.
Solution Approach 2:
The patent extracts the essential call routing and queuing functions from the complex PBX system and implements them as a standalone service. By separating these specific functions from the full PBX infrastructure, the system achieves the needed call management capability with reduced complexity and lower cost.
2Ease of operation
If conventional telephony systems are used for call routing, then call connectivity is provided, but user contact information is exposed
Solution Approach 1:
The patent uses an intermediary server that masks the actual contact information of both callers and agents. The server acts as a relay, enabling call connectivity while preventing direct exposure of phone numbers or other identifying contact details between the parties involved.
3Adaptability or versatility
If a full-fledged PBX system is deployed to control all routing, then call management control is improved, but cost and setup complexity increase
Solution Approach 1:
The patent extracts the essential call routing control functions from the comprehensive PBX system and implements them as a focused, standalone service. This approach maintains the necessary call management control while eliminating the need for extensive PBX setup and configuration.
Solution Approach 2:
The patent creates a universal call management service that can be deployed independently of any specific PBX system. The solution provides adaptable call routing and queuing controls that work across different telephony infrastructures without requiring organization-specific PBX configurations.
Data Source
AI summary
An agent queuing system implemented without relying on a private branch exchange. The queuing system can be cloud-based and routes calls to agents, for example, through a first-in/first-out (FIFO) queue. Clients are assigned a unique number that identify one or more queues. When a call is received, a database maintains the unique number that was called and the associated company information is retrieved, along with any queues allocated for their company. A call is placed to the next available agent from the selected queue. A recording is played to the agent identifying the queue the call is arriving from and the agent is prompted to accept the call. If the call is accepted, the agent is taken out of the available agent pool for the duration of the call. The call can be routed without exposing the phone numbers of the caller or agent involved in the call.