ACD Data Storage via SIP Caching for Internet Access
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Solution Overview
Problem
Automatic call distributors (ACDs) are not well-suited for the Internet environment due to the inability to use PSTN standards for processing switched circuit calls and exchanging control information, leading to difficulties in managing resources across geographically diverse locations with cumulative delays associated with Internet communication.
Innovation Solution
A method and apparatus for storing data from an automatic contact distributor for access through the Internet, involving transferring information encoded within SIP REGISTER messages to a database, indexing it by file identifiers, and retrieving it using these identifiers for efficient resource management across the Internet.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If ACD systems are adapted to operate over the Internet with geographically diverse locations, then accessibility and distribution capability are improved, but cumulative delays in obtaining information from disparate resources increase
Solution Approach 1:
The patent applies preliminary action by pre-fetching and caching information from disparate resources before it is actually needed. The system proactively retrieves data from multiple sources and stores it in local caches at distributed locations, so that when information is requested, it is already available locally rather than requiring real-time retrieval over the Internet, thus eliminating cumulative delays.
Solution Approach 2:
The patent segments the information retrieval process by dividing the system into multiple distributed caches located at different geographical positions. Each cache independently stores relevant information locally, allowing agents at various locations to access information from their local cache without requiring centralized retrieval, thereby reducing Internet-dependent delays while maintaining distributed accessibility.
2Loss of information
If information is retrieved in real-time from disparate resources through the Internet, then data freshness is improved, but system complexity and management difficulty increase
Solution Approach 1:
The patent introduces caches as intermediary components between the agents and the disparate information resources. These caches act as local mediators that store copies of information, allowing agents to retrieve data locally without directly accessing the original resources over the Internet. This intermediary layer simplifies management by localizing data access while maintaining data availability.
3Productivity
If ACD standards from PSTN are used, then call processing capability is improved, but compatibility with Internet protocols is lost
Solution Approach 1:
The patent applies universality by designing the contact distributor system to handle multiple communication paradigms. The system can process traditional circuit-switched calls while simultaneously supporting Internet-based packet-switched communication. The architecture is designed to be protocol-agnostic, allowing it to adapt to different communication standards (PSTN, Internet protocols) without requiring separate specialized systems, thus achieving both call processing capability and Internet compatibility.
Data Source
AI summary
A method and apparatus are provided for storing data from an automatic contact distributor for access through the Internet. The method includes the steps of transferring information from a first resource of the automatic contact distributor to a database through the Internet where the transferred information is encoded within SIP messages and where the transferred information related to a predetermined service that the first resource has performed for a second resource of the automatic contact distributor, compiling and storing the transferred information in a data file of the database where the data file is indexed by a file identifier and retrieving the information from the database by a third resource of the automatic contract distributor using the file identifier.