Intelligent Routing Control Function for Command Communication System

1 Core Function Implementation

Real-time data exchange with the next-generation Flight Operations Control (FOC) system enables real-time acquisition of binding relationships among crew, flights, and dispatchers, with a synchronization interval of ≤30s.

When crew members call in via satellite phones, mobile devices, external phones, or other means, the system intelligently routes the incoming call to the dispatcher console currently responsible for the flight's dispatch release based on information such as the calling number or flight number, achieving precise routing.

2 Technical Implementation Solution

FOC System Data Synchronization: Through the standardized API interface of the FOC system, flight information, crew information, dispatcher information, and flight-dispatcher binding relationships are synchronized in real time. Incremental synchronization is adopted for synchronized data to ensure real-time accuracy, and an alarm is triggered when data synchronization fails.

Intelligent Routing Engine: An intelligent routing system based on a rule engine is established, with multi-dimensional routing rules preset. When a call comes in, the system automatically extracts the incoming call information, matches routing rules, and achieves precise routing, with a routing response time of ≤500ms.

Routing Rules:

Number Matching Routing: The incoming call number is extracted and precisely matched against crew numbers and flight-bound numbers in the FOC system. Upon successful matching, the call is directly routed to the corresponding dispatcher console.

Flight Number Recognition Routing: If the crew inputs a flight number via IVR voice navigation during the call, the system queries the corresponding dispatcher console based on the flight number, achieving precise routing.

Busy-line Fallback Routing: If the target dispatcher console is busy or unresponsive, the system automatically routes the call to a backup dispatcher console and sends a message notification to the target dispatcher, ensuring the call is not lost.

3 Highlight Features

Intelligent Routing Fault Tolerance: When FOC system data is interrupted or synchronization fails, the system automatically switches to locally cached flight-dispatcher binding relationships for routing, ensuring routing continuity under emergency conditions. Once the FOC system recovers, the local cache is automatically updated.

Routing Status Visual Monitoring: An intelligent routing status monitoring dashboard is established, displaying in real time the number of incoming calls, successful routing attempts, failed routing attempts, and busy-line fallback attempts. Routing data can be statistically analyzed by time, flight number, and dispatcher console, generating visual reports for convenient operation, maintenance, and management.

Customizable Routing Rules: Administrators can customize routing rules within the system, including adding, editing, and deleting routing rules, adjusting rule priorities, and supporting rule testing and canary release to meet various business requirements of the client.

Incoming Call Information Pop-up: When a call is routed to a dispatcher console, the system automatically displays a pop-up with relevant incoming call information (flight number, crew information, flight status, calling number), enabling dispatchers to quickly grasp the call context and improve handling efficiency.