Call Center Emergency Call Transfer System
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Solution Overview
Problem
Existing call center systems lack a mechanism to handle active calls during emergencies, resulting in dropped connections when agents are required to evacuate due to real or perceived disasters, leaving callers uncertain about the status of their calls.
Innovation Solution
A system that receives an emergency notification signal, informs callers of the situation, and transfers active calls to a geographically remote call center, ensuring continuous communication through an interactive voice response system and automatic call forwarding.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If agents are instructed to immediately evacuate the building during an emergency, then agent safety is improved, but call continuity deteriorates as active calls are dropped
Solution Approach 1:
The system performs preliminary actions by automatically detecting emergency conditions and initiating call transfer procedures before agents need to evacuate. The ACD system monitors for emergency signals and pre-configures transfer destinations, so that when an emergency occurs, calls are already routed to remote locations without requiring manual intervention or delaying agent evacuation.
Solution Approach 2:
The ACD system acts as an intermediary between the call center infrastructure and remote locations. It receives emergency notifications, processes the call transfer logic, and automatically redirects calls to pre-designated remote agents or locations, thereby mediating the transition from local to remote service without disrupting the overall call handling system.
2Productivity
If calls are automatically transferred to remote locations during an emergency, then call continuity is improved, but system complexity increases
Solution Approach 1:
The ACD system performs multiple functions: it handles normal call routing, monitors for emergency conditions, automatically transfers calls during emergencies, and manages agent workstations. By consolidating these diverse functions into a single multi-functional system, the patent avoids the need for separate dedicated emergency transfer systems, thereby managing complexity while achieving call continuity.
Solution Approach 2:
The system provides self-service by automatically detecting emergency conditions and executing call transfers without requiring manual configuration or external intervention. The ACD monitors incoming emergency signals, identifies affected calls, and redirects them to remote locations autonomously, reducing the operational complexity that would otherwise be required to manage emergency transfers.
3Device complexity
If manual call transfer procedures are used during emergencies, then system complexity is reduced, but response time deteriorates as calls may be dropped
Solution Approach 1:
The system implements feedback mechanisms by monitoring emergency notification signals and automatically responding to them. When the ACD detects an emergency signal, it immediately triggers call transfer procedures without requiring manual confirmation or intervention, thereby reducing response time while maintaining manageable system complexity through automated feedback loops.
Solution Approach 2:
The system performs preliminary configuration of transfer destinations and emergency response protocols in advance. Remote locations and transfer routing rules are pre-established, so that when an emergency occurs, the ACD can immediately execute transfers without requiring complex real-time decision-making or manual configuration, thus reducing response time while keeping the system relatively simple.
Data Source
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AI summary
A system and method for servicing a caller at a contact center includes a plurality of call centers, each including an automatic call distributor (ACD), and an emergency response system that issues an emergency notification signal to the ACD of a call center in response to an emergency condition affecting the call center. In response, the ACD of the call center informs callers of the emergency condition, and then performs a bulk transfer of each of the active calls from the call center to one or more other call centers. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.