Call Center Configuration Server for Third-Party Integration
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Solution Overview
Problem
Current call center systems are internally administered using proprietary code and are platform-dependent, making them unsuitable for third-party integration with management facilities like CRM applications, and lack assisted-configuration capabilities, which is critical for efficient management and cost reduction in high-pressure market environments.
Innovation Solution
A call center system with a commissioning terminal, hardware device, and locale controllers that manage inter-locale gateways for remote configuration and supervision, enabling automated and flexible setup and management across multiple locales without manual intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If the call center system uses proprietary code and is platform-dependent for internal administration, then the system can maintain internal control and stability, but it cannot integrate with third-party management facilities such as CRM applications
Solution Approach 1:
The patent introduces a configuration server as an intermediary component that sits between the existing proprietary call center system and third-party management facilities. This configuration server provides standardized interfaces and protocols, enabling integration with CRM applications and other third-party systems without modifying the core proprietary system architecture. The intermediary handles data translation and communication protocols, thus resolving the contradiction between maintaining internal control and achieving external integration.
2Productivity
If the call center system requires manual configuration and setup, then the system can maintain simplicity in architecture, but it cannot achieve efficient management and cost reduction in high-pressure market environments
Solution Approach 1:
The patent implements self-service capabilities through automated configuration tools that allow the system to automatically provision, configure, and manage call center resources without extensive manual intervention. The configuration server provides automated workflows for system setup, parameter configuration, and resource allocation, significantly improving management efficiency while reducing operational costs. The system can automatically adapt to changes and reconfigure itself based on predefined policies and requirements.
3Ease of manufacture
If the call center system lacks assisted-configuration capabilities, then the system can maintain operational stability, but it cannot reduce costs and improve efficiencies in competitive market conditions
Solution Approach 1:
The patent applies preliminary action by pre-configuring system parameters, templates, and configuration profiles that can be automatically applied during system deployment. The configuration server stores predefined configuration sets that can be rapidly deployed to multiple locales and devices. This preliminary preparation enables fast system deployment and replication across different call center locations without requiring manual configuration for each instance, thus improving deployment speed while maintaining setup quality and stability.
Data Source
AI summary
A method of operation of a call center system includes: providing a commissioning terminal in a first locale; providing a hardware device coupled to the commissioning terminal; provisioning a first locale controller from the hardware device by the commissioning terminal; and managing an inter-locale gateway, by the first locale controller, for commissioning a second gateway in a second locale.