Contact Center Agent Failback With Queue-Preserving Synchronization
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Solution Overview
Problem
Conventional contact center survivability solutions fail to preserve queue positions and session data during transitions, leading to customer frustration and degraded experience during network outages.
Innovation Solution
A survivability model that integrates both central (cloud-based) and local (on-premise) resources, seamlessly transitioning between them to ensure continuity of data sessions and queue positions using intelligent synchronization techniques.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a contact center service fails over to survivability mode during a network outage, then service continuity is maintained, but queue positions and session data are lost
Solution Approach 1:
The system performs preliminary actions by establishing replication connections and continuously synchronizing data from the central server to the survivability server before the outage occurs. This pre-synchronization ensures that when failover is needed, the survivability server already has current queue positions and session data, eliminating information loss during the transition.
Solution Approach 2:
The patent introduces an intermediary mechanism - a replication connection that acts as a data bridge between the central server and survivability server. This intermediary continuously transfers and synchronizes queue and session data, ensuring that the survivability server maintains an up-to-date copy of critical information without being directly dependent on the central server during normal operation.
2Reliability
If agents are disconnected from the central server and reconnected during failback, then normal mode operations are restored, but customer interactions and service flow are disrupted
Solution Approach 1:
Before disconnecting agents during failback, the system performs preliminary synchronization to ensure the central server has all current data from the survivability server. This pre-synchronization allows agents to reconnect without data loss or service interruption, as the central server is already prepared with the latest queue positions and session information.
Solution Approach 2:
The system maintains continuity of useful action by keeping the replication connection active throughout the failback process. This continuous data flow ensures that queue positions and session data are continuously synchronized between servers, allowing seamless transition and reconnection of agents without interrupting customer interactions or service flow.
3Adaptability or versatility
If the contact center service uses a central cloud-based server, then scalability and flexibility are improved, but service availability degrades during network outages
Solution Approach 1:
The system segments the contact center service into two independent but synchronized components: the central cloud-based server and the local survivability server. This segmentation allows the cloud server to provide scalability and flexibility while the local server ensures service availability during outages. Each segment can operate independently, with the local server taking over when the cloud server is inaccessible.
Solution Approach 2:
The system dynamically changes operational parameters by switching between normal mode (cloud-based operation) and survivability mode (local operation) based on network availability. This parameter change allows the service to leverage cloud scalability when available while ensuring local service continuity when needed, effectively adapting to different network conditions.
Data Source
AI summary
A survivability server associated with a contact center service determines that the contact center service operating in survivability mode is transitioned to a normal mode. The survivability server identifies an idle agent not engaged with an end user, the idle agent connected to the survivability server. The survivability server transmits a request to a device of the idle agent to connect to a central server associated with the contact center service. The survivability server identifies an engaged agent. The survivability server waits until the engaged agent becomes idle prior to transmitting a request to a device of the engaged agent to connect to the central server.