Software Telephone Service Transfer Without Conference Calls

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Solution Overview

Problem

Managed software telephone systems face issues such as delays, call quality problems, and increased failure points due to the use of third-party conference calls, which disrupt the connection between customer and client voice calls.

Innovation Solution

The system implements a method for seamless service transfer between carriers by using a firm order commit date to update service routing logic, transmitting text messages via different carriers using ESPIDs, and automatically assigning telephone numbers based on client location information, thereby avoiding additional conferencing sessions and ensuring continuous communication.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If third-party conference calls are used to forward customer and client voice calls, then call routing flexibility is improved, but call quality and reliability deteriorate due to delays, audio issues, and increased failure points

Engineering Contradiction:

Improvecall routing flexibilityVSAvoidcall quality

Core Design Contradiction:

Adaptability or versatilityVSReliability

Solution Approach 1:

The patent extracts and removes the third-party conference call intermediary from the call path. By establishing direct peer-to-peer voice call routing between customer and client, it eliminates the conference call component that was causing quality degradation while preserving routing flexibility through alternative mechanisms.

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The patent introduces a new intermediary mechanism - direct routing logic that establishes peer-to-peer connections - to replace the problematic third-party conference call intermediary. This new mediator enables flexible routing without the quality issues of conference calls by creating direct communication paths.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Adaptability or versatility

If third-party conference calls are used to connect customer and client voice calls, then routing options are increased, but the number of failure points increases

Engineering Contradiction:

Improverouting optionsVSAvoidfailure points

Core Design Contradiction:

Adaptability or versatilityVSReliability

Solution Approach 1:

The patent removes the third-party conference call component from the system architecture, thereby eliminating the multiple failure points associated with conference call infrastructure while maintaining routing options through direct peer-to-peer connection establishment.

Inventive Principle:

Principle #2Taking out (Extraction)

3Duration of action of stationary object

If text messages are transmitted via the first carrier during carrier transition, then service continuity is maintained, but message delivery reliability deteriorates when carrier porting fails

Engineering Contradiction:

Improveservice continuityVSAvoidmessage delivery

Core Design Contradiction:

Duration of action of stationary objectVSReliability

Solution Approach 1:

The patent performs preliminary actions by proactively detecting carrier porting status changes before they affect message delivery. It updates routing logic in advance to switch from the first carrier to the second carrier, ensuring both service continuity and delivery reliability by preparing the system ahead of potential failures.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent implements feedback mechanisms that monitor carrier porting status and automatically adjust message routing based on delivery success or failure. When messages fail to deliver via the first carrier, the system receives feedback and switches routing to the second carrier, maintaining both continuity and reliability.

Inventive Principle:

Principle #23Feedback

4Reliability

If manual carrier switching is performed during porting, then service transfer is achieved, but processing time and operational complexity increase

Engineering Contradiction:

Improveservice transferVSAvoidprocessing time

Core Design Contradiction:

ReliabilityVSProductivity

Solution Approach 1:

The patent enables the system to automatically detect carrier porting status changes and switch message routing without manual intervention. The system self-manages the carrier switching process by monitoring delivery failures and autonomously updating routing logic, thereby achieving reliable service transfer while reducing processing time and operational complexity.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent uses feedback from message delivery attempts to automatically trigger carrier switching. When messages fail to deliver via the current carrier, the system receives feedback and automatically switches to an alternative carrier, eliminating manual processing steps and reducing overall processing time.

Inventive Principle:

Principle #23Feedback

Data Source

PatentUS11546463B2Systems and methods for managing software telephones

Publication Date: 2023.01.03 SERVICETITAN INC

AI summary

Aspects of the present disclosure involve systems, methods, computer program products, and the like, for managing software telephones and telephone services, such as customer service support or sales, for multiple clients. Methods consistent with the present disclosure may be implemented as non-transitory computer-readable storage medium, where a processor executes instructions out of a memory when services are provided or organized during a telephone call or a text message communication session. In general, a telephone or text messaging service may be managed along multiple different components including origination services, platform services, and termination services without introducing additional conferencing and/or secondary voice conferencing sessions to calls between clients and respective customers.