Voice Identity Mapping for Multi-Network Call Routing
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Solution Overview
Problem
The existing telecommunications systems face inefficiencies in routing calls to users with multiple phone numbers, leading to time-consuming and costly processes, as callers often need to try multiple numbers and navigate through redundant voice messages across different systems.
Innovation Solution
A system and method for mapping a voice identity to a telephone number, allowing callers to route calls to the user's immediately accessible phone or voice mail based on a voice identity mapping policy, which includes a username and optional sub-number, and incorporates time attributes for valid mapping periods.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If users have multiple phone numbers for different locations and devices, then accessibility and communication flexibility are improved, but call routing complexity and time consumption increase
Solution Approach 1:
The patent introduces a voice identity mapping system that acts as an intermediary between callers and users with multiple phone numbers. The mapping table stores relationships between voice identities and phone numbers, enabling automated call routing without requiring callers to manually try multiple numbers. This mediator resolves the contradiction by maintaining communication flexibility while eliminating routing complexity for callers.
Solution Approach 2:
The system implements feedback mechanisms where the mapping table is dynamically updated based on user availability and location information. When a user's status changes (e.g., moving between offices, traveling), the system automatically updates the mapping relationships, ensuring calls are routed to the correct current location. This feedback loop maintains routing efficiency while adapting to changing user needs.
2Adaptability or versatility
If callers try multiple telephone numbers to reach a user, then the user can be reached at any location, but time and communication efficiency are lost
Solution Approach 1:
The system performs preliminary actions by pre-establishing voice identity mappings to multiple phone numbers associated with a user. Before a caller needs to reach the user, the mapping table already contains the relationships between the user's voice identity and their various phone numbers (office, mobile, remote locations). This preliminary preparation eliminates the need for callers to manually try multiple numbers, reducing routing time while maintaining user reachability.
Solution Approach 2:
The voice identity mapping system enables self-service call routing where the system automatically determines the correct phone number to call based on the voice identity mapping table, without requiring caller intervention to try multiple numbers. The system serves itself by automatically resolving the routing decision, significantly reducing the time callers spend attempting to reach users while ensuring the user is reached at their current location.
3Adaptability or versatility
If voice messages are left on multiple voice message systems, then the user can be contacted through various channels, but information redundancy and confusion increase
Solution Approach 1:
The voice identity mapping system acts as an intermediary that directs calls to a single appropriate voice message system based on the mapping table and user availability status. Instead of allowing messages to be scattered across multiple systems, the mediator determines the correct destination (primary office phone, mobile phone, or specific voice mail system) and routes calls accordingly. This maintains contact channel diversity while preventing message redundancy by ensuring messages are left on only one system.
4Adaptability or versatility
If users inform callers of temporary phone numbers when traveling or at branch offices, then accessibility is maintained, but caller burden and communication complexity increase
Solution Approach 1:
The system implements self-service call routing where the mapping table automatically updates with the user's current location and associated phone number. When a user travels to a branch office or moves locations, the system automatically adds or updates the mapping relationship between the user's voice identity and the temporary phone number. Callers benefit from this automated service as they simply dial the user's voice identity without needing to be informed of temporary numbers, maintaining accessibility while preserving ease of operation.
Data Source
AI summary
A method and system includes: one or more phone systems; a policy processor coupled to the phone systems; and a voice identity mapping policy stored in a data storage, the data storage being accessible to the policy processor. The voice identity mapping policy includes: a plurality of search voice identities mapped to one or more target voice identities, where the plurality of the search voice identities are applicable to a plurality of users, where each of the search voice identities and the target voice identities comprises a username for one of the plurality of users, and time attributes indicating when the voice identity mapping policies are valid. When a voice identity for a recipient of a call is received, the policy processor checks for the voice identity mapping policy associated with the voice identity. The call is then forwarded to the target voice identity in the voice identity mapping policy.