Audio Content Control During Idle Call Conditions
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Solution Overview
Problem
Customer service organizations face challenges in providing a positive experience during idle telecommunication sessions, as callers are often placed on hold, leading to unproductive time and increased costs for providing alternate audio content.
Innovation Solution
A method that enables users to control audio content preferences during idle conditions of telecommunication sessions through signaling between the calling device and the called party, allowing users to select and deliver preferred audio content, thereby reducing the need for the called party to provide audio content and minimizing costs.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If the called party provides audio content during idle conditions, then the user experience is improved, but the cost for the called party increases
Solution Approach 1:
The calling device autonomously determines and delivers audio content during idle conditions without requiring the called party to provide it. The calling device self-manages content selection, delivery, and interruption coordination, eliminating the need for the called party to incur costs while still providing enhanced user experience.
2Ease of operation
If the called party provides alternate audio content during idle conditions, then the caller experience is improved, but the productivity of the system decreases
Solution Approach 1:
The calling device independently manages audio content delivery during idle conditions, freeing the called party from this task. This self-service approach allows the called party to focus on core service delivery while the calling device handles content provision, thereby improving system productivity.
Solution Approach 2:
The calling device acts as an intermediary between the caller and the audio content delivery system. It receives idle condition signals from the called party, determines appropriate audio content, and manages delivery coordination, including interrupting content delivery when necessary to communicate with the called party.
3Ease of operation
If the calling device delivers audio content during idle conditions, then the user experience is improved, but the device complexity increases
Solution Approach 1:
The calling device performs multiple functions: it detects idle conditions, determines audio content preferences, manages content delivery, and coordinates interruptions with the called party. By consolidating these functions in the calling device, the system improves user experience without requiring complex infrastructure changes at the called party end.
Data Source
AI summary
A method, program product, and system for audio content control during an idle condition of a telephonic call. A signal identifying an idle condition is received by a calling device from a called party, wherein the idle condition includes a wait-state connection to the called party. A signal is transmitted from the calling device to the called party confirming local control of audio content during the idle condition of the audio call. Preferences of audio content accessible to the calling device are determined. The audio content is delivered to the calling device, based on the preferences. An indicator signal of an interrupt point pause during delivery of the audio content is transmitted to the called party, and information associated with the idle condition of the audio call is received by the calling device, from the called party based on the indicator signal of the interrupt point.