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EP-4740500-A1 - SYSTEM AND METHOD FOR HANDLING A CALL REQUEST

EP4740500A1EP 4740500 A1EP4740500 A1EP 4740500A1EP-4740500-A1

Abstract

The present disclosure relates to a system (105) and a method (500) for handling a call request. The system (105) and the method (500) more particularly relates to the call request processing in a business telephony environment of an enterprise unit (110) based on parameters and service defined by the system (105) when the enterprise unit is registered in to the system (105). The system (105) is configured to process the call request based on the defined parameters and service. The system (105) includes a transceiver module (220) and a call request handler module (225) for receiving and processing the call request received from a User Equipment (120) of the enterprise unit (110). The method (500) includes various steps for handling the call request which are to be executed by the system (105).

Inventors

  • BHATNAGAR, AAYUSH
  • BISHT, BIRENDRA
  • SINGH, HARBINDER
  • GUPTA, SANDEEP
  • Reddy, Srikanth P
  • RANJAN, Surabhi
  • GUPTA, AMIT K

Assignees

  • Jio Platforms Limited

Dates

Publication Date
20260513
Application Date
20240627

Claims (20)

  1. 1. A method (600) of handling a call request, the method (600) comprising the steps of: receiving, by one or more processors (205), a call request from at least one User Equipment (UE) (120), querying, by the one or more processors (205), a database (220), to identify an enterprise ID and a Closed User Group (CUG) ID associated with the at least one UE (120); utilizing, by the one or more processors (205), the identified enterprise ID and CUG ID to retrieve, at least one parameter and at least one service specific for the at least one UE (120), from the database (220); subsequent to retrieving, handling, by the one or more processors (205), the received call request based on the at least one parameter and at least one service specific for the at least one UE (120).
  2. 2. The method (600) as claimed in claim 1, wherein the call request includes the enterprise ID and the Closed User Group (CUG) ID.
  3. 3. The method (600) as claimed in claim 1, wherein the at least one UE (120) is associated with at least one CUG hosted by an enterprise unit (110).
  4. 4. The method (600) as claimed in claim 1, wherein the enterprise ID corresponds to the enterprise unit (110) associated with the UE (120), wherein the enterprise ID facilitates the one or more processors (205) in routing and handling of the call request within a telephony environment of the enterprise unit (110).
  5. 5. The method (600) as claimed in claim 1, wherein the CUG (115) corresponds to a defined group of one or more UEs (120) provided with one of, privileges and restrictions in terms of making and processing one or more call requests, wherein the CUG ID pertains to the at least one CUG (115) associated with the UE, and wherein the CUG ID aids the one or more processors in identifying the CUG associated to the UE (120).
  6. 6. The method (600) as claimed in claim 1, wherein the enterprise unit (110) is configured to be registered with the one or more processors, wherein registration of the enterprise unit (110) with the one or more processors (205) includes the steps of: receiving, by the one or more processors (205), a registration request from the enterprise unit; querying, by the one or more processors (205), the enterprise unit, with a plurality of inputs in response to receipt of the registration request, wherein the plurality of inputs aid in defining the at least one parameter and at least one service specific to the enterprise unit; and generating, by the one or more processors (205), the enterprise ID for the enterprise unit (110), wherein the enterprise ID maps to the at least one parameter and at least one service specific to the enterprise unit (110).
  7. 7. The method (600) as claimed in claim 4, wherein the registration request includes information pertaining to the enterprise unit (110) including at least one of, name, contact details, preferred services, expected call volumes, specific requirements and customizations required for a telephony setup.
  8. 8. The method (600) as claimed in claim 1, wherein the one or more processors (205) are further configured to register the at least one CUG hosted by the enterprise unit (110) by assigning the CUG ID to the at least one CUG.
  9. 9. The method (600) as claimed in claim 1, wherein the one or more processors (205) are further configured to enable the enterprise unit (110) to define at least one parameter and at least one service for at least one CUG (115), during the registration.
  10. 10. The method (600) as claimed in claim 1, wherein the one or more processors (205) are further configured to validate a provisioning request from the enterprise unit (110), by querying the database (220).
  11. 11. The method (600) as claimed in claim 1 , wherein the at least one parameter includes at least one or more call routing preferences, and one or more call handling rules including maximum call duration, voicemail settings, Interactive Voice Response (IVR) configurations, call recording options, and relevant telephony -related settings including preferred conferencing capabilities, based on requirements of the enterprise unit (110).
  12. 12. The method (600) as claimed in claim 1, wherein the at least one service includes service availability, response time for troubleshooting or assistance, escalation procedures, and additional service-level agreements (SLAs), based on requirements of the enterprise unit (110).
  13. 13. The method (600) as claimed in claim 1, wherein the at least one parameter and at least one service are further configured by the enterprise unit (110) based on at least one of an originating leg and a terminating leg.
  14. 14. A system (105) of handling a call request, the system (105) comprising: a transceiver (220) configured to, receive, a call request from at least one User Equipment (UE) (120); and a call request handler (225), configured to: query, a database (220), to identify an enterprise ID and a Closed User Group (CUG) ID associated with the at least one UE (120); utilize, the identified enterprise ID and CUG ID to retrieve, at least one parameter and at least one service specific for the at least one UE, from the database (220); and subsequent to retrieving, handle, the received call request based on the at least one parameter and at least one service specific for the at least one UE (120).
  15. 15. The system (105) as claimed in claim 14, wherein the call request includes the enterprise ID and the Closed User Group (CUG) ID.
  16. 16. The system (105) as claimed in claim 14, wherein the at least one UE is associated with at least one CUG hosted by an enterprise unit (110).
  17. 17. The system (105) as claimed in claim 14, wherein the enterprise ID corresponds to the enterprise unit (110) associated with the UE, wherein the enterprise ID facilitates the one or more processors (205) in routing and handling of the call request within a telephony environment of the enterprise unit (110).
  18. 18. The system (105) as claimed in claim 14, wherein the CUG (115) corresponds to a defined group of one or more UEs (120) provided with one of, privileges and restrictions in terms of making and processing one or more call requests, wherein the CUG ID pertains to the at least one CUG associated with the UE (120), and wherein the CUG ID aids the one or more processors (205) in identifying the CUG associated to the UE (120).
  19. 19. The system (105) as claimed in claim 14, wherein the enterprise unit (110) is configured to be registered with the system (105), wherein the call request handler registers the enterprise unit with the system by: receiving, a registration request from the enterprise unit (110); querying, the enterprise unit (110), with a plurality of inputs in response to receipt of the registration request, wherein the plurality of inputs aid in defining the at least one parameter and at least one service specific to the enterprise unit (110); and generating, the enterprise ID for the enterprise unit (110), wherein the enterprise ID maps to the at least one parameter and at least one service specific of the enterprise unit (110).
  20. 20. The system (105) as claimed in claim 19, wherein the registration request includes information pertaining to the enterprise unit (110) including at least one of, name, contact details, preferred services, expected call volumes, specific requirements and customizations required for a telephony setup.

Description

SYSTEM AND METHOD FOR HANDLING A CALL REQUEST FIELD OF THE INVENTION [0001] The present disclosure relates to network communication technology and more particularly relates to a system and a method for handling call requests in a network. BACKGROUND OF THE INVENTION [0002] In a business or enterprise, there is a requirement of specialized communication that may cater to the needs of the business or enterprise, such as internal and external call routing, voicemail, call forwarding, conferencing, and more. Therefore, there is a need for specialized servers which can provide such features to the business or enterprise. Such servers are commonly known as telephonic servers, or telephony servers or PBX (Private Branch Exchange) servers, which are configured to manage voice communication within a business or enterprise and to provide a gateway for external calls. Using a telephonic server in business addresses the fundamental need for effective and efficient communication, both internally and externally to improve productivity, customer service, and collaboration while offering flexibility and scalability to adapt to the changing needs of the business. [0003] Business Telephony Application Server (BTAS) is a software -based solution designed to provide telephony services and features for businesses. It serves as a central server that manages various telephony applications, such as call routing, voicemail, call recording, and conferencing. By leveraging the BTAS, organizations can enhance their communication capabilities, streamline call management, and customize telephony services to meet their specific needs. [0004] Enterprise onboarding on the BTAS involves the process of integrating the BTAS solution into an organization's telephony infrastructure and configuring it according to their requirements. This includes assessing the existing telephony setup, selecting a suitable BTAS solution, and deploying it on dedicated servers or in the cloud. The BTAS is then customized to align with the organization's telephony workflows, incorporating call routing rules, voicemail systems, IVR menus, and integration with other enterprise systems. [0005] As is known, a service vendor implementing the BTAS may onboard multiple enterprises on a single BTAS instance to render the services. Typically, enterprises of similar type involving similar calls may be clubbed onto one BTAS, for ease of operation. Accordingly, a static call processing technique may be implemented in the BTAS. In this technique, call routing decisions are predetermined based on predefined rules or configurations set within the BTAS system. These rules define how incoming calls are processed and directed to specific endpoints or telephony features. The static call processing approach offers a predictable and consistent call flow, allowing organizations to define and control call handling based on their specific requirements. [0006] However, the static call processing approach employed by the BTAS solutions may pose limitations when multiple enterprises are utilizing the same BTAS system, and one enterprise wishes to introduce new call processing mechanisms specific to their needs. Since the static approach relies on predefined rules and configurations, it leaves little room for individual enterprises to introduce customized call processing features without affecting other entities sharing the same BTAS infrastructure. [0007] Therefore, there is a need for a system and method which can overcome the aforementioned drawbacks. SUMMARY OF THE INVENTION [0008] One or more embodiments of the present disclosure provide a system and a method for handling a call request as per requirement of a business/enterprise. [0009] In one aspect of the present invention, the system of handling the call request is disclosed. The system includes a transceiver configured to receive, the call request from at least one User Equipment (UE). The system further includes a call request handler. The call request handler is configured to query a database to identify an enterprise ID and a Closed User Group (CUG) ID associated with the at least one UE. The call request handler of the system is configured to utilize the identified enterprise ID and the CUG ID to retrieve at least one parameter and at least one service specific for the at least one UE, from the database. Subsequent to retrieving, the call request handler of the system is further configured to handle the received call request based on the at least one parameter and at least one service specific for the at least one UE. [0010] In an embodiment, the call request from at least one UE includes the enterprise ID and the CUG ID. The at least one UE is associated with at least one CUG hosted by an enterprise unit. The enterprise ID corresponds to the enterprise unit associated with the UE. The enterprise ID facilitates the one or more processors in routing and handling of the call request within a telephony environment of the enter