Unified Communication Server for Reliable Multi-Channel Messaging
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Solution Overview
Problem
E-mail communication is passive and requires the addressee to actively open and read messages, leading to potential ignorance if the recipient is unreachable, such as during holidays, resulting in delayed or missed responses.
Innovation Solution
A computer-implemented method and server system that retrieves communication profiles for both the source and target, identifies common communication systems like email, instant messaging, and telephony, and establishes a link using these systems, enabling alternative communication channels like phone calls when email access is unavailable.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If email is used as the primary communication method, then the system is simple and cost-effective, but the communication reliability deteriorates when the recipient is unreachable
Solution Approach 1:
The communication system is enhanced to support multiple communication channels (email, instant messaging, telephony) within a single unified system. The server can automatically select and switch between different communication methods based on recipient availability, making the system versatile while maintaining ease of use through a single interface for sending communications.
Solution Approach 2:
A server acts as an intermediary between the sender and recipient, managing multiple communication channels and automatically selecting the appropriate channel. The server retrieves communication profiles, compares them to identify common systems, and opens communications links without user intervention, thereby improving reliability while keeping the user interface simple.
2Reliability
If multiple communication channels are monitored and switched between, then the communication reliability improves, but the system complexity increases
Solution Approach 1:
The system automatically manages multiple communication channels through self-service mechanisms. The server autonomously retrieves communication profiles, compares them to identify common systems, determines the best communication method, and opens communications links without requiring user intervention or complex manual configuration, thereby reducing the perceived complexity for users.
Solution Approach 2:
Communication profiles are retrieved and analyzed in advance to identify available communication channels and their compatibility. By performing this preliminary analysis of communication profiles before actual communication is needed, the system prepares multiple potential pathways, enabling reliable communication while automating the complexity of channel management.
3Productivity
If the addressee must actively open and read email messages, then the system remains simple and passive, but the response time deteriorates when the addressee is unavailable
Solution Approach 1:
The system implements feedback mechanisms by monitoring recipient availability across multiple communication channels and automatically adjusting the communication approach. When email is unavailable, the system receives feedback about the recipient's status and switches to alternative channels like instant messaging or telephony, improving response time while maintaining operational simplicity through automatic channel selection.
Solution Approach 2:
The communication system transitions from a static, passive email-only approach to a dynamic multi-channel system that adapts to recipient availability. The server can actively initiate communications through different channels based on real-time conditions, such as switching from email to telephony when the recipient is unreachable, thereby improving response time without requiring complex user actions.
Data Source
AI summary
A computer-implemented method for establishing a communications link between a source and a target comprises:a) receiving, at a server, data identifying the source and the target;b) for each of the source and the target, retrieving a respective communication profile identifying one or more communications systems by which the respective one of the source or target may be communicated with;c) comparing the profiles to identify one or more common communications systems; andd) opening a communications link between the source and the target using one or more of the common communication systems.