DESC:
FORM 2
THE PATENTS ACT, 1970
(39 of 1970)
&
THE PATENTS RULES, 2003

COMPLETE SPECIFICATION
(See section 10 and rule 13)
1. TITLE OF THE INVENTION
SYSTEM AND METHOD FOR IMPLEMENTING AT LEAST ONE CALL ROUTING TECHNIQUE

2. APPLICANT(S)
NAME NATIONALITY ADDRESS
JIO PLATFORMS LIMITED INDIAN OFFICE-101, SAFFRON, NR. CENTRE POINT, PANCHWATI 5 RASTA, AMBAWADI, AHMEDABAD 380006, GUJARAT, INDIA
3. PREAMBLE TO THE DESCRIPTION

THE FOLLOWING SPECIFICATION PARTICULARLY DESCRIBES THE NATURE OF THIS INVENTION AND THE MANNER IN WHICH IT IS TO BE PERFORMED.

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 request from the enterprise provisioning unit.
[0012] In another embodiment, the enterprise provisioning unit is further configured to maintain data pertaining to the application server unit. The data pertaining to the application server unit is one of, identifier of one or more application servers of the application server unit, location of the one or more application servers, and the receiving unit assigned to the one or more application servers of the application server unit.
[0013] In yet another embodiment, the enterprise provisioning unit is configured to identify at least one call routing technique preferred by an enterprise customer based on the received incoming call requests. Based on the at least one identified call routing technique and by considering the one or more available resources, the enterprise provisioning unit is configured to select the at least one call routing technique from the plurality of call routing techniques. The enterprise customer is at least one of a company opting for a provisioning service. The one or more available resources include at least one of, Central Processing Unit (CPU) and a Random Access Memory (RAM).
[0014] In yet another embodiment, the incoming call requests are handled and routed by the system 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).
[0015] In another aspect of the present invention, a method for implementing at least one call routing technique is disclosed. The method includes the step of receiving at one or more processors, a provisioning request from one or more User Equipments (UEs). The method further includes the step of retrieving by the one or more processors, the 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 method further includes the step of selecting by the one or more processors, the at least one call routing technique from the plurality of call routing techniques available in the database based on a received incoming call requests and one or more available resources. The method further includes the step of transmitting by the one or more processors, an updated request to an application server unit for implementation of the selected call routing technique. The updated request includes instructions required for implementation of the selected call routing technique.
[0016] In an embodiment, the method further includes the steps of modifying routing tables, configuring routing logic, and updating components within the application server unit, by the one or more processors, on receiving the updated request. The method further includes the step of implementing the selected call routing technique, on receiving the updated request.
[0017] In another embodiment, the method includes the step of maintaining data pertaining to the application server unit by the one or more processors. The data pertaining to the application server unit is one of, identifier of one or more application servers of the application server unit, location of the one or more application servers, and a receiving unit assigned to the one or more application servers of the application server unit.
[0018] In yet another embodiment, the method further includes the step of handling and routing by the one or more processors, the incoming call requests based on 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).
[0019] In yet another embodiment, based on the received incoming call requests, the method further includes the step of identifying the at least one call routing technique preferred by an enterprise customer. Based on the identified at least one call routing techniques, the method further includes the step of selecting by the one or more processor the at least one call routing technique from the plurality of call routing techniques by considering the one or more available resources. The enterprise customer is at least one of, a company opting for a provisioning service. The one or more available resources include at least one of, Central Processing Unit (CPU) and a Random Access Memory (RAM).
[0020] Other features and aspects of this invention will be apparent from the following description and the accompanying drawings. The features and advantages described in this summary and in the following detailed description are not all-inclusive, and particularly, many additional features and advantages will be apparent to one of ordinary skill in the relevant art, in view of the drawings, specification, and claims hereof. Moreover, it should be noted that the language used in the specification has been principally selected for readability and instructional purposes and may not have been selected to delineate or circumscribe the inventive subject matter, resort to the claims being necessary to determine such inventive subject matter.
BRIEF DESCRIPTION OF THE DRAWINGS
[0021] The accompanying drawings, which are incorporated herein, and constitute a part of this disclosure, illustrate exemplary embodiments of the disclosed methods and systems in which like reference numerals refer to the same parts throughout the different drawings. Components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present disclosure. Some drawings may indicate the components using block diagrams and may not represent the internal circuitry of each component. It will be appreciated by those skilled in the art that disclosure of such drawings includes disclosure of electrical components, electronic components or circuitry commonly used to implement such components.
[0022] FIG. 1 is an exemplary communication system for implementing at least one call routing technique, according to various embodiments of the present invention;
[0023] FIG. 2 is an exemplary block diagram of a system for implementing the at least one call routing technique, according to various embodiments of the present invention;
[0024] FIG. 3 is a schematic representation of a receiving unit connected to a User Equipment (UE) via the system of FIG. 2, according to various embodiments of the present invention;
[0025] FIG. 4 is a block diagram of an embodiment of the system of FIG. 2 for implementing the at least one call routing technique, according to various embodiments of the present invention;
[0026] FIG. 5 is a block diagram of an exemplary system architecture of the communication system of FIG. 1 for implementing the at least one call routing technique, according to various embodiments of the present invention;
[0027] FIG. 6 is a workflow of the system in FIG. 2, according to various embodiments of the present invention;
[0028] FIG. 7 shows a flow diagram of a method for implementing the at least one call routing technique, according to various embodiments of the present invention;
[0029] FIG. 8 shows a flow diagram of a method for adapting the at least one call routing technique, according to various embodiments of the present invention; and
[0030] FIG. 9 shows a flow diagram of a method for routing an incoming call request based on the adapted at least one call routing technique, according to various embodiments of the present invention.
[0031] The foregoing shall be more apparent from the following detailed description of the invention.
DETAILED DESCRIPTION OF THE INVENTION
[0032] Some embodiments of the present disclosure, illustrating all its features, will now be discussed in detail. It must also be noted that as used herein and in the appended claims, the singular forms "a", "an" and "the" include plural references unless the context clearly dictates otherwise.
[0033] Various modifications to the embodiment will be readily apparent to those skilled in the art and the generic principles herein may be applied to other embodiments. However, one of ordinary skill in the art will readily recognize that the present disclosure including the definitions listed here below are not intended to be limited to the embodiments illustrated but is to be accorded the widest scope consistent with the principles and features described herein.
[0034] A person of ordinary skill in the art will readily ascertain that the illustrated steps detailed in the figures and here below are set out to explain the exemplary embodiments shown, and it should be anticipated that ongoing technological development will change the manner in which particular functions are performed. These examples are presented herein for purposes of illustration, and not limitation. Further, the boundaries of the functional building blocks have been arbitrarily defined herein for the convenience of the description. Alternative boundaries can be defined so long as the specified functions and relationships thereof are appropriately performed. Alternatives (including equivalents, extensions, variations, deviations, etc., of those described herein) will be apparent to persons skilled in the relevant art(s) based on the teachings contained herein. Such alternatives fall within the scope and spirit of the disclosed embodiments.
[0035] As per various embodiments depicted, the present invention discloses a system and a method for implementing at least one call routing technique to route an incoming call. The system and method are further for implementing the at least one call routing technique based on a requirement of an enterprise customer. The system and the method are also for introducing a dynamic and efficient handling and forwarding of incoming calls to the appropriate destinations. The system and the method therefore improve call completion rates, optimizes resource utilization, and enhances the overall efficiency of call routing by a routing unit.
[0036] As per various embodiments, the system and the method are further configured to provide a centralized unit that manages, configures and provisions the routing unit. The centralized unit provided in the system and the method acts as a mediator between the enterprise customer and the routing unit, by receiving provisioning requests from the enterprise customer and directing update requests to the respective routing unit.
[0037] FIG. 1 illustrates an exemplary communication system 100 for implementing at least one call routing technique, according to various embodiments of the present invention. The exemplary communication system 100 as illustrated in FIG.1, includes one or more User Equipments (UEs) 105 communicably coupled to a system 115 via a network 110. The exemplary communication system 100 further includes a receiving unit 120 connected to the one or more UEs 105 via the system 115. The one or more UEs 105 will be referred to as UE 105 for further description. As per the illustrated embodiment, a single receiving unit 120 is provided. However, in one or more alternative embodiments, one or more receiving units may be provided without deviating from scope of the present invention.
[0038] In an embodiment, an enterprise customer may utilize the UE 105 to send request to the system 115. The request includes one of a provision request and an incoming call request. The incoming call request pertains to incoming calls from UE 105 directed towards the receiving unit 120. In an embodiment, the provision request pertains to implementation of the at least one call routing technique to the incoming calls. In an embodiment, the incoming call request is addressed after a provisioning request is processed. The enterprise customer is at least one of, a company opting for a provisioning service from the system 115.
[0039] In an embodiment, the UE 105 is one of, but not limited to, a wired device, a wireless device including, by the way of example not limitation, a handheld wireless communication device (such as a mobile phone, a smart phone, and a phablet device), an electrical, an electronic, an electro-mechanical or an equipment or a combination of one or more of the above devices such as virtual reality (VR) devices, augmented reality (AR) devices, laptop, a general-purpose computer, desktop, personal digital assistant, tablet computer, mainframe computer, any other computing device, any type of portable computer, a media playing device, a portable computer system, and/or any other type of computer device with wireless communication capabilities. The computer device may include one or more in-built or externally coupled accessories including, but not limited to, a visual aid device such as camera, audio aid, a microphone, a keyboard, input devices for receiving input from a user such as touch pad, touch enabled screen, electronic pen and the like. It would be appreciated that the UE 105 may not be restricted to the mentioned devices and various other devices may be used.
[0040] In an embodiment, the network 110 is at least one of a wireless network, a wired network, an internet, an intranet, a public network, a private network, a packet-switched network, a circuit-switched network, an ad hoc network, an infrastructure network, a Public-Switched Telephone Network (PSTN), a cable network, a cellular network, a satellite network, a fiber optic network, or some combination thereof. The network 110 includes, but is not limited to, a Third Generation (3G), a Fourth Generation (4G), a Fifth Generation (5G), a Sixth Generation (6G), and the like, which are capable of relaying the request from the UE 105 to the system 115 for further processing.
[0041] In an embodiment, the network 110 may network may include, by way of example but not limitation, at least a portion of one or more networks having one or more nodes that are capable of transmitting, receiving, forwarding, generating, buffering, storing, routing, switching, processing, or a combination thereof, etc. one or more messages, packets, signals, waves, voltage or current levels, some combination thereof, or so forth.
[0042] As per the illustration of the exemplary communication system 100 in FIG. 1, the receiving unit 120 is communicably connected to the UE 105 via the system 115. The receiving unit 120 is configured to address the request from the UE 105. According to the exemplary communication system 100, the system 115 is configured to route the request from the UE 105 to the receiving unit 120 based on a suitable routing mechanism.
[0043] In an embodiment, the system 115 of the exemplary communication system 100, may further include one or more of a standalone server, a server blade, a server rack, a bank of servers, a server farm, hardware supporting a part of a cloud service or system, a home server, hardware running a virtualized server, one or more processors executing code to function as a server, one or more machines performing server-side functionality as described herein, at least a portion of any of the above, some combination thereof, in order to route the request from the UE 105 to the receiving unit 120.
[0044] In various embodiment, the system 115 may be integrated with an external application server including a System Management Facility (SMF), an Access and Mobility Management Function (AMF), a Business Telephony Application Server (BTAS), a Converged Telephony Application Server (CTAS), any SIP (Session Initiation Protocol) Application Server which interacts with core Internet Protocol Multimedia Subsystem(IMS) on Industrial Control System (ISC) interface as defined by 3GPP to host a wide array of cloud telephony enterprise services, a System Information Blocks (SIB)/ and a Mobility Management Entity (MME).
[0045] In various embodiments, the system 115 is further configured to employ various protocols compatible with the network 110, such as Transmission Control Protocol (TCP) connection to identify any connection loss in the communication network 110 and thereby improving overall efficiency. The TCP connection is a communications standard enabling the UE 105 and system 125 to exchange information over the network 110.
[0046] In various embodiments, the system 115 is further configured to employ various routing 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.
[0047] The RIP is a distance-vector routing protocol that is commonly used in small-scale networks. It uses hop count as a metric to determine the shortest path between two nodes. The EIGRP is a hybrid routing protocol that combines the features of both distance-vector and link-state routing protocols. It is commonly used in enterprise networks.
[0048] OSPF is a link-state routing protocol used in large-scale communication network to find the shortest path between communicating nodes by using a flooding algorithm that allows the communicating nodes to exchange information. In OSPF, each router of a communication network maintains a local database including details pertaining to one or more neighboring routers. The routers use this information to build a complete map of the communication network topology, and then determine the shortest path to each destination based on that map. OSPF may adapt quickly to changes in the communication network, such as link failures or additions.
[0049] IS-IS is a link-state routing protocol which is also preferred to be used in large-scale communication networks require a high degree of scalability and fast convergence. In IS-IS the shortest patch is calculated based on the level of the communication nodes and therefore IS-IS may support multiple routing domains within a single network, which can improve network scalability and flexibility. IS-IS may also be used to support different types of traffic, such as voice and video, by prioritizing certain types of traffic over others.
[0050] Referring to FIG. 2, FIG. 2 illustrates a block diagram of the system 115 for implementing the at least one call routing technique, according to various embodiments of the present invention. As per the illustrated embodiment, the system 115 includes one or more processors 205, a memory 210, an input/output interface unit 215, and a database 220. The processor 205 of the system 115 is connected to the UE 105 and the receiving unit 120.
[0051] The one or more processors 205, hereinafter referred to as the processor 205 may be implemented as one or more microprocessors, microcomputers, microcontrollers, digital signal processors, central processing units, state machines, logic circuitries, single board computers, and/or any devices that manipulate signals based on operational instructions. As per the illustrated embodiment, among other capabilities, the processor 205 is configured to fetch and execute computer-readable instructions stored in the memory 210.
[0052] The memory 210 may be configured to store one or more computer-readable instructions or routines in a non-transitory computer-readable storage medium, which may be fetched and executed to create or share data packets over a network service. The memory 210 may include any non-transitory storage device including, for example, volatile memory such as RAM, or non-volatile memory such as EPROM, flash memory, and the like.
[0053] Further, the processor 205, in an embodiment, may be implemented as a combination of hardware and programming (for example, programmable instructions) to implement one or more functionalities of the processor 205. In the examples described herein, such combinations of hardware and programming may be implemented in several different ways. For example, the programming for the processor 205 may be processor-executable instructions stored on a non-transitory machine-readable storage medium and the hardware for processor 205 may comprise a processing resource (for example, one or more processors), to execute such instructions. In the present examples, the memory 210 may store instructions that, when executed by the processing resource, implement the processor 205. In such examples, the system 115 may comprise the memory 210 storing the instructions and the processing resource to execute the instructions, or the memory 210 may be separate but accessible to the system 115 and the processing resource. In other examples, the processor 205 may be implemented by electronic circuitry.
[0054] In an embodiment, the I/O interface unit 215 facilitates communication between the system 115, the UE 105, and the receiving unit 120. The I/O interface unit 215 may also provide a communication pathway for one or more components of the system 115. Examples of such components include, but are not limited to, the processor 205 and the database 220.
[0055] The database 220 is one of, but is not limited to, one of a centralized database, a cloud-based database, a commercial database, an open-source database, a distributed database, an end-user database, a graphical database, a No-Structured Query Language (NoSQL) database, an object-oriented database, a personal database, an in-memory database, a document-based database, a time series database, a wide column database, a key value database, a search database, a cache database and so forth. The given examples of database 220 types are non-limiting and may not be mutually exclusive e.g., a database can be both commercial and cloud-based, or both relational and open-source, etc.
[0056] In an embodiment, the UE 105 further includes one or more primary processors 250 coupled with one or more memory units 255 The one or more primary processor 250 of the one or more UE 105 is communicably coupled to the system 115 via the network 110 in order to transmit the provisioning request to the system 115 in order to implement the at least one call routing technique of the enterprise customer which is to be applied to the incoming call request.
[0057] In an embodiment, the at least one call routing technique may include at least one of, but not limited to, a time based call routing, a call redirection, an Interactive Voice Response (IVR) routing, a load balancing routing technique, routing based on an origin of the incoming call request, and an Uniform Call Distribution (UCD) routing technique.
[0058] In an embodiment, the time based call routing technique allows the incoming call request to be dynamically routed to different destinations based on the time of day, day of the week, and date of the year. For example, during business hours, the incoming call request may be directed to a main office, while after-hours the incoming call request can be routed to a different location or a voicemail system.
[0059] The at least one call routing technique based on the call redirection includes features to ensure that the incoming call request is not missed when a primary line is busy or there is no answer. If the primary line is occupied, the system 115 automatically diverts the incoming call request to an alternative destination, such as another standby line to maximize call completion.
[0060] The IVR-based routing allows a user to interact with an interactive voice response system and thereby allows the user to select choices that determine the routing of the incoming call request. In an embodiment, the user may be at least one of, a caller utilizing the UE 130 or the enterprise customer. For instance, the user can opt for different options to reach specific departments or services within the company which includes the provisioning service.
[0061] Further, the load balancing routing technique includes a feature that enables the incoming call request to be distributed across multiple locations based on a call handling capacity of the receiving unit 120. The load balancing routing technique is particularly preferable for a distributed arrangement of the receiving unit 120 where the incoming call request can be evenly distributed among the receiving unit 120 to optimize resource utilization and ensure efficient call handling.
[0062] Further, the origin-based routing is a routing technique that directs the incoming call request to the plurality of receiving unit 120 based on the location of the UE 105. For example, for the incoming call request originating from the UE 105, such as a fixed line telephony UE 105, the routing is determined by the location of the UE 105 based on a code included in the incoming calls.
[0063] The UCD routing technique includes a feature that improves call completion rates by matching incoming call request to available answering locations. When all answering agents are busy, calls are queued, and callers receive audible ring back or a customizable recorded announcement about the delay. When the one or more agents become available, the incoming call request is presented to an idle professional amongst a plurality professionals appointed by the enterprise customer to address the incoming call request, which has been idle for the longest period of time, ensuring fair distribution of the incoming call request among the plurality of professionals based on availability.
[0064] In an embodiment, the processor 205 includes an enterprise provisioning unit 225 and an application server unit 230 communicably connected to each other as well as with the UE 105 and the receiving unit 120. The application server unit 230 further includes one or more application servers 235. The one or more application servers 235 each includes an identifier which is unique to each of the one or more application servers 235. The operational, constructional and functional features of the enterprise provisioning server unit 225 and the application server unit 230 of the processor 205, will be described in detail in paragraphs below.
[0065] In an embodiment, the enterprise provisioning unit 225 of the processor 205 is communicably connected to the UE 105 over the network 110. The enterprise provisioning unit 225 is configured to receive the provisioning request from the UE 105 via the I/O interface unit 215. The provisioning request received from the UE 105 includes information pertaining to each of the incoming call request, the one or more application servers 235 of the application server unit 230 and the at least one call routing technique of the enterprise customer which is to be applied to the incoming call request. The enterprise customer is at least one of the company opting for the provisioning service from the system 115. The enterprise provisioning unit 225 is further connected to the database 220 to obtain various information pertaining to the plurality of call routing techniques stored therein. In an embodiment the database 220 may be an integral part of the enterprise provisioning unit 225.
[0066] Upon receiving the provisioning request from the UE 105, the enterprise provisioning unit 225 is configured to retrieve the at least one call routing technique from the plurality of call routing techniques from the database 220 based on the received provisioning request. The enterprise provisioning unit 225 is further configured to identify the at least one call routing technique from the plurality of call routing techniques, based on the received incoming call requests from the UE 105.
[0067] Based on the at least one identified call routing technique, the enterprise provisioning unit 225 selects the at least one call routing technique from the plurality of call routing techniques available in the database 220 by considering the one or more available resources of the system 115. The one or more available resources include at least one of a Central Processing Unit (CPU) and a Random Access Memory (RAM).
[0068] The enterprise provisioning unit 225 is configured to transmit an updated request to the application server unit for implementation of the selected at least one call routing technique. The updated request includes information pertaining to the selected call routing technique, the one or more application servers 235 of the application server unit 230 and the incoming call request.
[0069] The enterprise provisioning unit 225 is further configured to maintain data pertaining to the application server unit 230. The data maintained pertains to one of, the identifier of one or more application servers 235 of the application server unit 230, location of the one or more application servers 235, resources of the application server unit 230, and details of at least one of the receiving unit 120 assigned to the one or more application servers 235 of the application server unit 230.
[0070] The application server unit 230 is connected to the enterprise provisioning unit 225 to receive the updated request including information pertaining to the selected call routing technique, the one or more application servers 235 of the application server unit 230 and the incoming call request. Based on the received 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. The components within the application server units 230 pertain to the logical and functional internal settings and configurations of the application server unit 230. Thereafter, one or more application servers 235 of the application server unit 230 are configured to transmit the incoming call request to the at least one of the receiving unit 120 for further processing.
[0071] FIG. 3 shows the block diagram of the receiving unit 120 connected to the UE 105 via the system 115, according to various embodiments of the present invention. The receiving unit 120 includes plurality of answering stations such as an answering station 305, an answering station 310, and an answering station 315. But it should be noted that the plurality of answering stations is not just limited to the answering station 305, the answering station 310, and the answering station 315 only and may include as many more or less answering stations as per requirement.
[0072] In an embodiment, the answering station 305, the answering station 310, and the answering station 315, each configured to communicate with the application server unit 230 via the I/O interface 215. The answering station 305, the answering station 310, and the answering station 315 are occupied by the professionals appointed by the enterprise customer to address the incoming call requests. The answering station 305, the answering station 310, and the answering station 315, are configured to receive the incoming call request based on the at least one call routing technique of the at least one application server from the one or more application servers 235 of the application server unit 230.
[0073] FIG. 4 is a block diagram of an exemplary system architecture 400 of an embodiment of the system 115 of FIG. 2 for implementing the at least one call routing technique, according to various embodiments of the present invention. According to the embodiment, the enterprise provisioning unit 225 and the application server unit 230 are communicably coupled to each other. The enterprise provisioning unit 225 includes a first processor 405, a first memory 410 storing executable instructions, and a first communication interface 415. Similarly, the application server unit 230 includes a second processor 420, a second memory 425 storing executable instructions, and a second communication interface 430.
[0074] The first communication interface 415 and the second communication interface 430 are coupled to facilitate the communication between the enterprise provisioning unit 225 and the application server unit 230.
[0075] The first processor 405 of the enterprise provisioning unit 225 is configured to execute the instruction stored in the first memory 410 to communicate with the second processor 420 of the application server unit 230. The first processor 405 of the enterprise provisioning unit 225 is further configured to receive the provisioning request from the UE 105 via the I/O interface 215 over the network 110. The first processor 405 of the enterprise provisioning unit 225 is further configured to connect the database 220 of the system 115 to retrieve information pertaining to the plurality of call routing technique, the one or more application servers 235 of the application server unit 230 such as the identifier, the location, the resources of the one or more application servers 235. The first processor 405 of the enterprise provisioning unit 225 is further configured to update information pertaining to the one or more application servers 235 in the database 220.
[0076] The second processor 420 of the application server unit 230 is configured to execute the instruction stored in the second memory 425. The second processor 420 of the application server unit 230 is configured to receive the selected at least one call routing technique from the first processor 405 of the enterprise provisioning unit 225. The second processor 420 of the application server unit 230 is further configured to implement the selected at least one call routing technique by updating the routing table and the routing logic of the at least one application server from the one or more application servers 235.
[0077] FIG. 5 illustrates an exemplary system architecture of the communication system of FIG. 1 for implementing the at least one call routing technique, according to various embodiments of the present invention. The enterprise provisioning unit 225 of the processor includes a transceiver module 505, a retrieval module 510, a selection module 515, and a transmission module 520 communicably coupled to each other, as well as with the database 220 of system 115, the application server unit 230 of the processor 205 and the UE 105, in order to implement the at least one call routing technique.
[0078] The transceiver module 505 of the enterprise provisioning unit 225 is communicably connected to the UE 105. The transceiver module 505 is configured to receive the provisioning request from the UE 105. The provisioning request includes information pertaining to each of the incoming call request, the one or more application servers 235 of the application server unit 230 and the at least one call routing technique of the enterprise customer. The enterprise customer is at least one of the company opting for the provisioning service.
[0079] Upon receiving, the provisioning request from the UE 105, the transceiver module 505 is configured to verify authenticity and validity of the provisioning request against one or more pre-defined conditions stored in the database 220 of the enterprise provisioning unit, based on the information of the provisioning request. In an embodiment, the one or more pre-defined conditions pertains to one of charging rules for the incoming call request set by the enterprise customer, or availability of the one or more application servers.
[0080] Upon verifying the authenticity of the received provisioning request, the transceiver module 505 is configured to forward the received provisioning request including the information pertaining to each of the incoming call request, the one or more application servers 235 of the application server unit 230 and the at least one call routing technique of the enterprise customer, to the retrieval module 510 for further processing.
[0081] After receiving the provisioning request from the transceiver module 505, the retrieval module 510 is configured to process the provisioning request. The retrieval module 510 of the enterprise provisioning unit 225 processes the provisioning request by identifying the at least one call routing technique preferred by the enterprise customer from the information received at the transceiver module 505. After identifying the at least one call routing technique, the retrieval module 510 is configured to retrieve information pertaining the at least one call routing technique from the plurality of call routing techniques available from the database of the enterprise provisioning unit, based on the received provisioning request. The retrieval module 510 is configured to transmit to the selection module 515, the information pertaining to the at least one call routing technique as well as the information pertaining to the received incoming call request and the one or more application servers 235 of the application server unit 230.
[0082] The selection module 515 of the enterprise provisioning unit 225 is configured to receive information pertaining to the retrieved at least one call routing technique as well as information pertaining to the received incoming call request, from the retrieval module 510. The selection module 515 is configured to select the retrieved at least one call routing technique from the plurality of call routing techniques available in the database 220 based on the received information and the one or more available resources. Thus, the system 115 ensures flexibility of selecting routing techniques as per the requirement of the enterprise customers by dynamically implementing the at least one call routing techniques. The one or more available resources include at least one of, the Central Processing Unit (CPU) and the Random Access Memory (RAM) of the system 115. The selection module 515 is configured to obtain data of the one or more available resources of the system 115 from the database 220 communicably connected to the selection module. Subsequent to selection of the at least one call routing technique, the selection module 515 is further configured to validate the selected at least one call routing technique.
[0083] The transmission module 520 is configured to receive an updated request including information pertaining to each of the selected at least one call routing technique, the incoming call request and the one or more application servers 235 of the application server unit 230. The transmission module 520 is configured to transmit the updated request to the application server unit 230 for implementation of the selected at least one call routing technique and further processing of the incoming call request.
[0084] In an embodiment, upon receiving the updated request from the transmission module 520 of the enterprise provisioning unit 115, the application server unit 230 is configured to modify the routing tables including the nodal route. The application server unit 230 further configures the routing logic, and updates components within the application server unit 230 based on the received updated request in order to implement the selected call routing technique to process the incoming call request. The incoming call requests are handled and routed based on the at least one call routing technique including the time-based call routing with the feature of routing the incoming call request based on time at which the incoming call request is received, the call redirection routing, the IVR based call routing technique, the load balancing based call routing, the call routing technique based on the origin of the incoming call, and the UCD routing.
[0085] FIG. 6 shows a workflow of the system 115, according to various embodiments for the present invention. In an embodiment, the workflow 600 may be performed between the enterprise customer via the UE 105, and the system 115. More specifically the workflow may be performed between the UE 105, the enterprise provisioning unit 225, the application server unit 230 and the receiving unit 120, as shown in FIG. 2.
[0086] The workflow commences at step 605, when the provision request sent by the enterprise customer via the UE 105 over the network 110 is received by the enterprise provisioning unit 225 of the system 115. The provision request may include details of the one or more application servers 235, the application server unit 230 of the system 115, which has adapted the at least one call routing technique that is required to be updated along with information pertaining to the at least one call routing technique.
[0087] Further to receiving the provision request and obtaining information on a desired all routing request, at step 610, the update request based on the provisioning request is sent by the enterprise provisioning unit 225 to the application server unit 230. The update request includes data and instructions for at least one application server amongst the one or more application servers 235, to update at the one or more application servers 235, the at least one call routing technique selected by the enterprise customer. The data may include the identifier of the at least one application server from the one or more application server 235. Based on the update request, the application server unit 230 updates the at least one call routing technique of the at least one application server from the one or more application server 235.
[0088] In an embodiment, an example for the workflow is illustrated. Let us consider that the enterprise customer intends to opt for provisions for a toll free service and thereby prefers the at least one call routing technique for the toll free services based on the time-based call routing technique. The enterprise customer then sends the provisioning request via the UE 105 to the system 115. The enterprise provisioning unit 225 of the system 115 receives the provisioning request and then identifies that the enterprise customer prefers the time-based call routing techniques from the information included in the provisioning request. The enterprise provisioning unit 225 selects the at least one call routing technique i.e., the time-based call routing technique from the plurality of call routing techniques available in the database 220. Thereafter, the enterprise provisioning unit 225 transmits the selected call routing technique along with information of the incoming call request to the application server unit 230. The application server unit 230 is configured to adapt the selected call routing technique and then send the incoming call request as per the selected call routing technique to the receiving unit 120.
[0089] FIG. 7 illustrates a flow diagram of a method 700 for implementing the at least one call routing technique, according to various embodiments of the present invention. The method 700 is for processing the request received from the UE 105 pertaining to implementation of the at least one call routing technique selected based on the requirement of the enterprise customer. Specifically, the method 700 is described with respect to FIG. 2.
[0090] At step 705, the method 700 includes the step of receiving at the one or more processors 205, the provisioning request from the UE 105.
[0091] At step 710, the method 700 includes the step of retrieving by the one or more processors 205, the at least one call routing technique from a plurality of call routing techniques available from the database 220 of the system 115 based on the received provisioning request.
[0092] At step 715, the method 700 includes the step of selecting by the one or more processors 205, 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 of the system 115.
[0093] At step 720, the method 700 includes the step of transmitting by the one or more processors 205, the updated request to the application server unit 230 for implementation of the selected call routing technique. The application server 230 includes the one or more application server 235. Each of the one or more application servers 235 are identified by the identifier which is unique to each of the one or more application servers 235. The update request includes information pertaining to the selected at least one call routing technique and the identifier for the at least one application server from the one or more application servers 235.
[0094] Upon receiving the updated request, the one or more processors 205 of the system 115 further utilizes the method 700 to modify the routing tables, configure routing logic, and update components within the application server unit 230, and thus, providing a mechanism for ease of implementing the selected at least one call routing technique. In an embodiment, the components within the application server units 230 pertain to the logical and functional internal settings and configurations of the application server unit 230.
[0095] FIG. 8 shows a flow diagram of a method 800 for adapting the selected at least one call routing technique at the one or more application servers 235, according to various embodiments of the present invention.
[0096] At step 805, the method 800 includes the step of modifying by the one or more processor 205, the routing tables in the application server unit 230 based on the update request including the information pertaining to the identifier of the at least one application server from the one or more application servers 235 of the application server unit 230.
[0097] At step 810, the method 800 includes the step of configuring by the one or more processors 205 the routing logic based on the modified routing tables.
[0098] At step 815, the method 800 includes the step of updating by the one or more processors 205 the components of the application server unit 230 based on the configured routing logic. The components within the application server units 230 pertain to the logical and functional internal settings and configurations of the application server unit 230.
[0099] At step 820, the method 800 includes the step of updating by the one or more processors 205 the at least one call routing technique of the at least one application sever from the one or more application servers 235, thereby adapting the selected at least one call routing technique.
[00100] FIG. 9 illustrates a flow diagram of a method 900 for routing an incoming call request based on the adapted at least one call routing technique. The method 900 is described in accordance with system 115, according to various embodiments of the present invention.
[00101] At step 905, the method 900 includes receiving at the at least one application server from the one or more application servers of the application server unit 230, the incoming call request.
[00102] At step 910, the method 900 includes the step of routing the incoming call request to the answering station of the receiving unit 120 based on the selected at least one call routing technique.
[00103] In an embodiment, the present invention further discloses a non-transitory computer-readable medium having stored thereon computer-readable instructions. The computer-readable instructions are executed by a processor 205. The processor 205 is configured to receive the provisioning request from the one or more UEs 105. The processor 205 is further configured to retrieve the 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. The processor 205 is further configured to 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. The processor 205 is further configured to transmit the updated request to the application server unit 230 for implementation of the selected at least one call routing technique.
[00104] A person of ordinary skill in the art will readily ascertain that the illustrated embodiments and steps in description and drawings (FIG.1-9) are set out to explain the exemplary embodiments shown, and it should be anticipated that ongoing technological development will change the manner in which particular function is performed. These examples are presented herein for purposes of illustration, and not limitation. Further, the boundaries of the functional building blocks have been arbitrarily defined herein for the convenience of the description. Alternative boundaries can be defined so long as the specified functions and relationships thereof are appropriately performed. Alternatives (including equivalents, extensions, variations, deviations, etc., of those described herein) will be apparent to persons skilled in the relevant art(s) based on the teachings contained herein. Such alternatives fall within the scope and spirit of the disclosed embodiments.
[00105] The present invention offers multiple advantages over the prior art and the above listed are a few examples to emphasize on some of the advantageous features. The listed advantages are to be read in a non-limiting manner.

REFERENCE NUMERALS
[00106] Communication system - 100;
[00107] User Equipment-105;
[00108] Network - 110;
[00109] System - 115;
[00110] Receiving unit – 120;
[00111] One or more processor -205
[00112] Memory - 210;
[00113] I/O interface -215;
[00114] Database - 220;
[00115] Enterprise provisioning unit – 225;
[00116] Application server unit -230;
[00117] One or more application servers - 235;
[00118] Answering stations - 305, 310, 315.

,CLAIMS:CLAIMS
We Claim:
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. 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. 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. 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. 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. 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. 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. The method as claimed in claim 7, wherein the updated request includes instructions required for implementation of the selected call routing technique.

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. 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. 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. 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. 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. 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.