VoIP Call Routing with Contextual Data
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Solution Overview
Problem
Current VoIP systems lack a method to effectively route calls and contextual information to the appropriate destination, leading to inefficiencies in service delivery and user experience.
Innovation Solution
A method and system for collecting and routing contextual information during the call setup phase, using structured hierarchies to identify and tailor information for each destination, ensuring that necessary information is available for faster service provisioning.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If contextual information is collected and routed during call setup phase, then service establishment speed is improved, but system complexity increases
Solution Approach 1:
The patent applies preliminary action by collecting and routing contextual information during the call setup phase, before the actual communication begins. This allows the destination to have necessary information ready in advance, reducing service establishment time while managing complexity through structured information hierarchies.
Solution Approach 2:
The patent segments contextual information into structured hierarchies with different levels of detail and relevance. This segmentation allows the system to manage complexity by organizing information in manageable units that can be selectively collected and routed based on destination needs.
2Reliability
If contextual information is tailored for each routed destination, then service delivery quality is improved, but information processing complexity increases
Solution Approach 1:
The patent applies local quality by tailoring contextual information specifically for each routed destination based on its unique needs and requirements. Each destination receives customized information relevant to its function, improving service delivery quality while the structured hierarchy manages the complexity of customization.
3Loss of information
If contextual information is collected from multiple sources, then information completeness is improved, but collection process complexity increases
Solution Approach 1:
The patent creates a universal structured hierarchy framework that can collect contextual information from multiple sources through a standardized process. This multi-functional approach allows the same collection mechanism to handle diverse information sources, improving information completeness while managing complexity through standardization.
Data Source
AI summary
A method and system for routing a call connection signal and corresponding contextual information to an appropriate destination is provided. A call center and at least one user may exchange signals, and/or contextual information during a call set-up phase. Relevant contextual information and other detailed information may be identified and collected from their corresponding sources. Based on the relevant contextual information and other detailed information, one or more appropriate routed destinations may be determined. In addition, contextual information may be tailored for each of the determined routed destinations. The call connection signal and the tailored contextual information are routed to each routed destination. In this manner, necessary contextual information may be readily available for the routed destination at the time of the call connection and thus the routed destination can provide a faster service.