Visual Call Menus Using Secondary Devices for Dynamic Routing
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Solution Overview
Problem
Current call processing systems lack the ability to dynamically adjust menu options based on real-time call data analytics and user device capabilities, leading to inefficient call routing and user experience.
Innovation Solution
A system that includes a call processing server capable of detecting device capabilities and using call summary metrics to provide graphical menu options, allowing callers to select options via secondary Internet-capable devices, and dynamically adjust menus based on call trends and user profiles, enabling efficient call transfer and improved user interaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional audio-only menu systems are used, then system simplicity is maintained, but call processing efficiency and user experience deteriorate due to lack of visual guidance and dynamic adaptation
Solution Approach 1:
The patent transitions from audio-only (one dimension) to audio-visual (two dimensions) interaction by providing graphical menu options on a display device. This dimensional enhancement allows callers to see visual representations of menu options alongside audio prompts, improving call processing efficiency through faster option selection and reduced confusion.
Solution Approach 2:
The system dynamically adjusts menu options based on real-time call data analytics and detected device capabilities. The call processing server modifies which graphical menu options are presented to different callers based on their device type, call history, and current system metrics, enabling adaptive call routing that improves overall processing efficiency.
2Productivity
If static menu options are provided, then system complexity is reduced, but call routing efficiency deteriorates due to inability to adapt to individual caller needs and call trends
Solution Approach 1:
The system implements feedback loops by collecting call data analytics and using them to dynamically modify menu options. Call summary metrics are analyzed to understand caller behavior patterns, and this feedback is used to adjust which graphical menu options are presented to subsequent callers, improving call routing efficiency through data-driven adaptations.
Solution Approach 2:
The call processing server changes menu parameters (which options are displayed, their order, and their visibility) based on detected device capabilities and call analytics. Different device types receive different menu configurations, and menu options are dynamically adjusted based on call trends and individual caller profiles, enhancing both adaptability and routing efficiency.
3Ease of operation
If graphical menu options are provided on secondary devices, then user experience is improved, but device complexity and data transmission requirements increase
Solution Approach 1:
The call processing server acts as an intermediary that detects device capabilities and selectively provides graphical menu options to secondary Internet-capable devices. The server mediates between the audio call and the visual display, determining which callers receive graphical menus based on their device type and capabilities, improving ease of operation while managing system complexity through intelligent filtering.
4Productivity
If dynamic menu adjustments based on call analytics are implemented, then call processing efficiency is improved, but data processing requirements and system complexity increase
Solution Approach 1:
The system applies partial action by selectively analyzing and adjusting only the most relevant menu options based on call analytics, rather than dynamically modifying every aspect of the call processing system. The call processing server focuses on modifying graphical menu presentations based on key call summary metrics, achieving efficiency improvements without processing excessive data.
Data Source
AI summary
Incoming calls are received from audio capable devices. A call processing server receives an incoming call from an audio-capable device to a destination number, and detects availability for an ancillary source device linked to the audio-capable device. A set of data is provided to the ancillary source device. The set of data specifies graphical menu options for functions supported by the call processing server. The ancillary source device provides an indication of a selection of one of the graphical menu options. In response to the indication, a call transfer for the incoming call is implemented.