Answer on Hold Notification for Communication Systems

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Solution Overview

Problem

Users of communication devices face challenges when placed on hold, as they may miss notifications of a customer service representative becoming available due to being engaged in another call, leading to potential loss of their original call and requiring them to rejoin a queue.

Innovation Solution

A notification system that provides a visible or audible signal when a customer service representative becomes available on a held communication channel, separate from the audio feed, allowing users to be alerted without needing to monitor the call personally.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If the user answers an incoming call while the first call is on hold, then the user can handle the incoming call, but the user may miss the notification when the customer service representative becomes available

Engineering Contradiction:

Improveuser's ability to handle incoming callVSAvoidnotification of representative availability

Core Design Contradiction:

Ease of operationVSLoss of information

Solution Approach 1:

The patent introduces an intermediary notification mechanism that detects when a customer service representative becomes available and alerts the user through a separate channel (visual LED indicator or audible tone) that is independent of the audio feed. This intermediary system ensures the user receives availability notifications even when engaged in another call, resolving the contradiction between handling incoming calls and receiving notifications.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Loss of information

If the user monitors the communication channel through speaker phone to determine representative availability, then the user can detect when a representative is available, but the user must listen closely and cannot simply put the handset down

Engineering Contradiction:

Improvedetection of representative availabilityVSAvoiduser convenience

Core Design Contradiction:

Loss of informationVSEase of operation

Solution Approach 1:

The patent replaces the mechanical/auditory monitoring system with an automated detection system using voice activity detection (VAD) technology. The system automatically detects when a representative becomes available by analyzing voice patterns on the held call, and notifies the user through visual LED indicators or audible tones. This substitution eliminates the need for the user to actively listen and monitor the channel, significantly improving ease of operation while maintaining reliable detection of representative availability.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

3Ease of operation

If the user places the first call on hold to answer the incoming call, then the user can converse with the third party, but the customer service representative may disconnect due to receiving no response

Engineering Contradiction:

Improveuser's ability to converse with third partyVSAvoidconnection status with customer service center

Core Design Contradiction:

Ease of operationVSReliability

Solution Approach 1:

The patent implements a feedback mechanism where the notification system continuously monitors the held call for representative availability and provides real-time feedback to the user through LED indicators or audible notifications. This feedback loop ensures the user is promptly informed when the representative becomes available, allowing the user to resume the call without the representative disconnecting due to lack of response, thereby maintaining connection reliability.

Inventive Principle:

Principle #23Feedback

4Adaptability or versatility

If the user conferences the incoming call into the original call, then the user can maintain both calls, but CRM music or announcements may interfere with the conversation

Engineering Contradiction:

Improveuser's ability to maintain both callsVSAvoidinterference from CRM music

Core Design Contradiction:

Adaptability or versatilityVSObject-affected harmful factors

Solution Approach 1:

The patent extracts the notification function from the audio feed by using separate notification channels (visual LED indicators or distinct audible tones) that are independent of the CRM music and announcements playing on the held call. This extraction allows the user to conference the incoming call into the original call while maintaining the ability to receive clear, uninterrupted notifications of representative availability through the separate visual or audible channel, eliminating interference from CRM audio content.

Inventive Principle:

Principle #2Taking out (Extraction)

Data Source

PatentUS7881450B1Answer on hold notification

Publication Date: 2011.02.01 ARLINGTON TECHNOLOGIES LLC

AI summary

An answer on hold notification feature is provided. The answer on hold notification feature is activated when a call is waiting for servicing by a human agent. For example the feature may be activated when the call is placed on hold by the user of the first communication endpoint. By providing an answer on hold notification signal feature, a user can engage in a second call, or perform other tasks, without the risk of losing an opportunity to speak with a human agent as a result of attending to such other call or task.