Temporary Number Call Routing via Database Record
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Solution Overview
Problem
Conventional customer service call systems require expensive call processing platforms and struggle with integrating data from mobile devices, limiting the efficiency of call-related application functionality and live agent interactions.
Innovation Solution
A method and apparatus that utilize a mobile device application to request a temporary telephone number, create a database record, and connect the mobile device with a remote call recipient through an automated call, enabling efficient data posting and reducing the need for live agents by using a 'click-to-call' functionality and IVR systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a conventional call processing platform is used to handle customer service calls, then live agent support is provided, but the system requires expensive infrastructure and cannot efficiently integrate mobile device data
Solution Approach 1:
The patent introduces an IVR system as an intermediary between the mobile device and the call processing platform. The IVR receives the temporary telephone number, retrieves associated mobile device data from the database, and processes information before forwarding to live agents. This mediator reduces the burden on the expensive call processing platform while enabling efficient data integration from mobile devices.
Solution Approach 2:
The system enables self-service through the mobile application that automatically posts data to the database and initiates calls with pre-configured information. Users can independently complete information posting and call initiation without requiring live agent assistance for these preliminary steps, reducing the workload on expensive call processing resources.
2Adaptability or versatility
If mobile device data is posted to a call destination, then call-related functionality is enhanced, but strict carrier limits on data size prevent direct data transfer
Solution Approach 1:
The patent extracts data from the mobile device and stores it in a database before the call is initiated. By separating data storage from data transfer, the system bypasses carrier data size limits. The database becomes an external repository that can hold unlimited information, which is then accessed during the call through the temporary telephone number mechanism rather than transferring data directly through carrier-imposed channels.
Solution Approach 2:
The system creates a copy of the mobile device data in the database and uses this copy during call processing. Instead of transferring the original data through constrained carrier channels, the system references the copied data stored in the database, allowing full data access without being subject to data transfer limits.
3Productivity
If a temporary telephone number is assigned to a call, then automated call routing with data integration is enabled, but additional processing steps are required
Solution Approach 1:
The system performs preliminary actions by pre-assigning temporary telephone numbers and pre-storing mobile device data in the database before the actual call is needed. When a user initiates a call, the routing and data retrieval are already prepared, enabling rapid call connection without complex real-time processing during the call setup phase.
Data Source
AI summary
Receiving and processing customer support calls initiated from a mobile/wireless device via a call function or via a mobile device application may include various operations. For instance, an example method of operation may provide receiving a service request from a mobile device, requesting a temporary telephone number to be assigned to a subsequent call to be placed from the mobile device, creating a database record with an identifier of the mobile device and the temporary telephone number, transmitting the temporary telephone number to the mobile device, receiving an automated call to the temporary telephone number from the mobile device, and connecting the mobile device with a remote call recipient.