Transfer Error Context Recovery in ACD Systems
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Solution Overview
Problem
Automatic Call Distributor (ACD) systems face transfer failure events, leading to inefficiencies and increased complexity, as they require human intervention to restart the call process when transfer failures occur, especially in high-volume call centers.
Innovation Solution
The implementation of a Transfer Error Context (TEC) component within the ACD system, which records context information for call sessions and generates TEC information to facilitate automatic recovery from transfer failures, allowing the system to reconnect calls without operator intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automatic call transfer is implemented in ACD systems, then call handling efficiency is improved, but transfer failure recovery complexity increases requiring human intervention
Solution Approach 1:
The system performs preliminary actions by recording context information (call details, customer data, interaction history) into a context table before transfer failures occur. This pre-recorded information enables automatic recovery without human intervention, resolving the contradiction by preparing recovery data in advance rather than requiring complex manual recovery procedures after failures
Solution Approach 2:
The system creates a copy of the call context information and stores it in a context table with a context identifier. This copied context data serves as a recovery mechanism that can be automatically retrieved and used to resume calls after transfer failures, eliminating the need for human operators to manually reconstruct call contexts
2Reliability
If manual intervention is required for transfer failures, then system reliability is maintained, but operational time and costs increase
Solution Approach 1:
The ACD system implements self-service capability by automatically recovering from transfer failures using the pre-recorded context information stored in the context table. The system retrieves context data using context identifiers and automatically resumes call routing without requiring human operators, thereby maintaining reliability while eliminating time loss associated with manual intervention
3Extent of automation
If context information is recorded and stored for recovery, then automatic recovery capability is improved, but system memory requirements and complexity increase
Solution Approach 1:
The system extracts only the essential context information (call details, customer data, interaction history) needed for recovery and stores it in a dedicated context table. By taking out only the necessary data elements rather than storing complete call states, the system achieves automatic recovery capability while minimizing memory requirements and system complexity
Data Source
AI summary
Techniques for transfer error recovery are described. A system may comprise a context generator module operative to record context information for a first call session between a first call terminal and a call system resource, and store the context information with a context identifier in a context table. The system may include a transfer error context module to couple to the context generator module, the transfer error context module operative to generate transfer error context information having the context identifier. The system may include a call transfer module to couple to the transfer error context module, the call transfer module operative to send the transfer error context information to the first call terminal for use in case of a transfer failure event. Other embodiments are described and claimed.