Call Attempt Tracking via SIP Cause Code Segmentation
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Solution Overview
Problem
Contact centers face challenges in accurately tracking call attempts to telephone numbers due to regulatory requirements, as existing technologies do not precisely define call attempts, leading to potential penalties for exceeding call limits.
Innovation Solution
Implementing a system that categorizes call attempts and incomplete calls using ISDN cause codes, with a call attempt counter incremented only when a call is offered to the remote party, and an incomplete call counter incremented for calls not resulting in a call attempt, allowing for alerts and reports on abnormal operational conditions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If a contact center tracks all call originations as call attempts, then the tracking is simple and comprehensive, but it leads to inaccurate counting and potential regulatory violations due to including incomplete calls
Solution Approach 1:
The patent segments call originations into two distinct categories: complete call attempts and incomplete calls. This segmentation is achieved by analyzing ISDN cause codes returned by the carrier to determine whether a call was successfully offered to the remote party. By dividing the tracking into separate counters (call attempt counter and incomplete call counter), the system achieves accurate measurement without excessive complexity.
Solution Approach 2:
The patent introduces ISDN cause codes as an intermediary mechanism to mediate between the contact center's call origination system and the carrier's network. These cause codes provide detailed information about call completion status, enabling the system to distinguish between complete and incomplete calls without requiring complex direct observation of call delivery.
2Measurement precision
If the contact center implements detailed call tracking using ISDN cause codes, then call attempt accuracy improves, but system complexity and processing requirements increase
Solution Approach 1:
The carrier's network automatically provides call completion information through ISDN cause codes without requiring the contact center to implement complex detection mechanisms. The system leverages the carrier's existing infrastructure to self-report call status, transforming a potentially difficult measurement task into a straightforward data reception process.
3Ease of operation
If incomplete calls are included in call attempt counts, then regulatory compliance is simplified, but the contact center faces potential penalties and liability for exceeding call limits
Solution Approach 1:
The patent implements feedback mechanisms through alerts and reports that notify the contact center when incomplete call thresholds are exceeded. This feedback loop enables real-time monitoring and adjustment of calling patterns, ensuring regulatory compliance while maintaining operational simplicity. The system provides actionable information that helps prevent violations before they occur.
Data Source
AI summary
An accurate determination of the disposition of a call origination is made in a contact center by mapping Session Initiated Protocol cause codes to reflect whether a call attempt was made to a remote party. Certain cause codes reflect various conditions where a call may originate from a contact center, but for various reasons, was not offered to the remote party, or more specifically, to an interface associated with the telephone number of the remote party. Reflecting these calls as incomplete calls, as opposed to call attempts, allows the contact center to more accurately reflect the number of call attempts. Accurately tracking the number of call attempts is important to comply with various state and federal regulations regulating the number of call attempts during a given time period. Further, incomplete calls may be symptomatic of a facility failure requiring attention, causing an administrator to be alerted.