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EP-4740443-A1 - SYSTEM AND METHOD FOR IMPLEMENTING AT LEAST ONE CALL ROUTING TECHNIQUE

EP4740443A1EP 4740443 A1EP4740443 A1EP 4740443A1EP-4740443-A1

Abstract

The present disclosure relates to a system (115) and a method (700) for implementing at least one call routing technique for routing an incoming call The system (115) is configured to select the at least one call routing technique based on requirement of an enterprise customer for routing the incoming call. The system (115) includes an enterprise provisioning unit (225) and an application server unit (230) to dynamically select and implement the at least one call routing technique in real time. Thereby, the system (115) improves call completion rates, optimizes resource utilization, and enhances overall call routing efficiency. The method (700) includes various steps for implementing the at least one call routing technique which are to be executed by the system (115).

Inventors

  • BHATNAGAR, AAYUSH
  • BISHT, BIRENDRA
  • Singh, Harbinder Pal
  • GUPTA, SANDEEP
  • RANJAN, Surabhi
  • VERMA, HIMANSHU

Assignees

  • Jio Platforms Limited

Dates

Publication Date
20260513
Application Date
20240627

Claims (15)

  1. 1. A system (115) for implementing at least one call routing technique, the system comprising: one or more User Equipments (UEs) (105); an enterprise provisioning unit (225), communicably coupled to the one or more UEs (105); and an application server unit (230), communicably coupled to the enterprise provisioning unit (225), configured to handle and route incoming call requests to a receiving unit (120), wherein the enterprise provisioning unit (225) is configured to: receive, a provisioning request from the one or more UEs (105); retrieve, at least one call routing technique from a plurality of call routing techniques available from the database (220) of the enterprise provisioning unit (225) based on the received provisioning request; select, at least one call routing technique from the plurality of call routing techniques available in the database (220) based on the received incoming call requests and one or more available resources; and transmit, an updated request to the application server unit (230) for implementation of the selected at least one call routing technique.
  2. 2. The system as claimed in claim 1 , wherein on receiving the updated request, the application server unit (230) is configured to modify routing tables, configure routing logic, and update components within the application server unit (230) to implement the selected call routing technique.
  3. 3. The system as claimed in claim 1 , wherein the enterprise provisioning unit (225) is configured to maintain data pertaining to the application server unit (230), wherein the data is one of, identifier of one or more application servers (235) of the application server unit (230), location of the one or more application servers (235), and the receiving unit (120) assigned to the one or more application servers (235) of the application server unit (230).
  4. 4. The system as claimed in claim 1, wherein the incoming call requests are handled and routed based on at least one of a time at which the incoming call is received, call redirection, Interactive Voice Response (IVR), load balancing, origin of the incoming call, and Uniform Call Distribution (UCD).
  5. 5. The system as claimed in claim 1 , wherein the enterprise provisioning unit (225), based on the received incoming call requests, identifies the at least one call routing technique preferred by an enterprise customer, based on which, the enterprise provisioning unit selects the at least one call routing technique from the plurality of call routing techniques by considering the one or more available resources, wherein the enterprise customer is at least one of, a company opting for a provisioning service.
  6. 6. The system as claimed in claim 1 , wherein the one or more available resources include at least one of, Central Processing Unit (CPU) and a Random Access Memory (RAM).
  7. 7. A method (700) for implementing at least one call routing technique, the method comprises the steps of: receiving, at one or more processors (205), a provisioning request from one or more User Equipments (UEs) (105); retrieving, by the one or more processors (205), an at least one call routing technique from a plurality of call routing techniques available from a database (220) based on the received provisioning request; selecting, by the one or more processors (205), the at least one call routing technique from the plurality of call routing techniques available in the database (220) based on a received incoming call requests and one or more available resources; and transmitting, by the one or more processors (205), an updated request to an application server unit (220) for implementation of the selected call routing technique.
  8. 8. The method as claimed in claim 7, wherein the updated request includes instructions required for implementation of the selected call routing technique.
  9. 9. The method as claimed in claim 7, wherein on receiving the updated request, the one or more processors (205) is configured to modify routing tables, configure routing logic, and update components within the application server unit to implement the selected call routing technique.
  10. 10. The method as claimed in claim 7, wherein the one or more processors (205) is configured to maintain data pertaining to the application server unit, wherein the data is one of, identifier of one or more application servers (235) of the application server unit (230), location of the one or more application servers (235), and a receiving unit (120) assigned to the one or more application servers (235) of the application server unit (230).
  11. 11. The method as claimed in claim 7, wherein the one or more processors (205) is configured to handle and route, the incoming call requests based on atleast one of a time at which the incoming call is received, call redirection, Interactive Voice Response (IVR), load balancing, origin of the incoming call, and Uniform Call Distribution (UCD).
  12. 12. The method as claimed in claim 7, wherein the one or more processors (205), based on the received incoming call requests, identifies the at least one call routing technique preferred by an enterprise customer, based on which, the one or more processor selects the at least one call routing technique from the plurality of call routing techniques by considering the one or more available resources, wherein the enterprise customer is at least one of, a company opting for a provisioning service.
  13. 13. The method as claimed in claim 7, wherein the one or more available resources include at least one of, Central Processing Unit (CPU) and a Random Access Memory (RAM).
  14. 14. One or more User Equipments (UEs) (105) comprising: one or more primary processors (250) coupled with one or more memory units (255), wherein the one or more primary processor (250) is communicably coupled to an enterprise provisioning unit (225), wherein said one or more memory units store instructions which when executed by the one or more primary processors (250) causes the one or more UEs (105) to: transmit, a provisioning request to an enterprise provisioning unit (225), wherein the enterprise provisioning unit (225) is is further configured to perform the method as claimed in claim 7.
  15. 15. A non-transitory computer-readable medium having stored thereon computer- readable instructions that, when executed by one or more processors (205), causes the one or more processors (205) to: receive, a provisioning request from the one or more UEs (105); retrieve, an at least one call routing technique from a plurality of call routing techniques available from the database of the enterprise provisioning unit based on the received provisioning request; select, the at least one call routing technique from the plurality of call routing techniques available in the database (220) based on a received incoming call requests and one or more available resources; and transmit, an updated request to an application server unit (230) for implementation of the selected at least one call routing technique.

Description

SYSTEM AND METHOD FOR IMPLEMENTING AT LEAST ONE CALL ROUTING TECHNIQUE FIELD OF THE INVENTION [0001] The present disclosure relates to network communication, and more particularly relates to a system and a method for implementing call routing mechanism in a network. BACKGROUND OF THE INVENTION [0002] The term ‘call routing’ pertains to a call management feature for business phone systems where each incoming call is placed in a queue and is then routed to a specific person who may be a telephony agent or group of people based on pre-established rules and criteria. The calls can be routed in different manner, however in broader sense the call routing can be classified as static call routing and dynamic call routing. [0003] The static call routing includes manual addition of routes to the routing table by a network administrator/operator. The network administrator/operator select network routes based on network parameters and requirements of a particular business phone system. The static call routing is useful in situations where the architectural layout of the network or network parameters is expected to remain the same. Static call routing includes small routing tables with only one entry for each destination. In static call routing each route is preconfigured. Because static routes are preconfigured, the network administrator must manually reconfigure routes to adapt to changes in the network when they occur. [0004] The dynamic call routing allows dynamic modification in routing path. The dynamic call routing follows distance vector protocols such as Routing Information Protocol (RIP) and Enhanced Interior Gateway Routing Protocol (EIGRP), and link state protocols such as Open Shortest Path First (OSPF) and Intermediate System to Intermediate System (IS-IS) to adjust routes. [0005] In modern communication, a BTAS (Business Telephony Application Server) is utilized which is a specialized server designed to handle telephony applications within an enterprise. It serves as a central component in call routing architecture, responsible for managing and directing incoming calls to the appropriate destinations or agents. [0006] The BTAS acts as a bridge between the telephony network and the enterprise's call handling infrastructure. In call routing architecture, the BTAS plays a crucial role in efficiently managing and routing incoming calls. Conventional BTAS based systems are limited in their call routing capabilities. These systems typically employ a static approach, where only one call routing technique or algorithm was used. This lack of flexibility means that any reconfiguration or change in call routing required a significant system overhaul. [0007] In the traditional BTAS based systems, once a specific call routing technique is implemented, it remained fixed and could not be easily modified or updated. This static nature of the systems makes it challenging to adapt to changing business needs or optimize call handling efficiency. Thus, there is a need of an improved solution which solves the above problems. [0008] Therefore, there is a need for a system and method configured to implement call routing mechanism, in real-time, in the network to improve operational efficiency and service quality. SUMMARY OF THE INVENTION [0009] One or more embodiments of the present disclosure provide a system and a method for implementing at least one call routing technique for routing incoming calls as per requirements of an enterprise customer. [0010] In one aspect of the present invention, a system for implementing at least one call routing technique is disclosed. The system includes one or more User Equipments (UEs), an enterprise provisioning unit, communicably coupled to the one or more UEs and an application server unit, communicably coupled to the enterprise provisioning unit, configured to handle and route incoming call requests to a receiving unit. The enterprise provisioning unit of the system is configured to receive, a provisioning request from the one or more UEs. The enterprise provisioning unit is further configured to retrieve at least one call routing technique from a plurality of call routing techniques available from the database of the enterprise provisioning unit based on the received provisioning request. The enterprise provisioning unit is further configured to select, at least one call routing technique from the plurality of call routing techniques available in the database based on the received incoming call requests and one or more available resources. The enterprise provisioning unit is further configured transmit an updated request to the application server unit for implementation of the selected at least one call routing technique. [0011] In an embodiment, the application server unit of the system is configured to modify routing tables, configure routing logic, and update components within the application server unit to implement the selected call routing technique, upon receiving the updated