Call Context Service for Cross-Platform Transfer
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Solution Overview
Problem
Existing call center systems face challenges in transferring call context between different platforms due to varying interpretations and implementations of standards, particularly with SIP, which limits data transmission to 128 characters in cleartext format, hindering seamless customer support across multiple call centers.
Innovation Solution
A call context service is introduced to store and share call context between different call center systems, using a unique tracking identifier to track the lifecycle of calls and provide context to downstream call centers, reducing the computational burden on call center systems by maintaining Dialed Number Identification Service (DNIS) pools and enabling efficient query execution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If call context data is transmitted via SIP headers, then call context can be transferred between systems, but the data is limited to 128 characters and transmitted in unencrypted cleartext format
Solution Approach 1:
The patent introduces a call context service as an intermediary component that stores call context data in a database and provides it to call center systems via API calls. This mediator approach allows complete call context to be transferred between different call center systems without relying on limited SIP headers, while also ensuring data security through controlled access and encrypted storage.
Solution Approach 2:
The patent transitions from a single-dimension transmission approach (SIP headers with 128 character limit) to a multi-dimensional approach using a centralized database with unique identifiers. Call context is stored with unique call identifiers and retrieved through structured queries, enabling complete context transfer beyond the limitations of SIP header transmission.
2Productivity
If each call center system maintains its own DNIS pools and queries them for target phone numbers, then call transfers can be performed, but computational burden and resource consumption increase
Solution Approach 1:
The patent consolidates DNIS pool management into a centralized call context service that is shared across multiple call center systems. Instead of each system maintaining separate DNIS pools and performing redundant queries, the centralized service stores and manages all DNIS data, reducing computational overhead and resource consumption while improving call transfer efficiency.
3Reliability
If call context is transferred between different call center platforms, then customer support continuity is improved, but varying interpretations and implementations of standards cause transfer failures
Solution Approach 1:
The patent creates a universal call context service that acts as a common platform for all call center systems. This service provides standardized APIs and data structures that work across different call center platforms, eliminating compatibility issues caused by varying interpretations of standards. The service can serve multiple call center systems with different implementations while maintaining consistent call context transfer.
Data Source
AI summary
Methods, systems, apparatuses, and computer-readable storage mediums described herein are configured to transfer call context between different call center systems. For example, a first call center system that establishes a communication session between a user and an agent of the first system provides context determined during the session to a call context service. The service stores the context and provides it to other requesting call center systems. For instance, during a call transfer to an agent of a second system, the first system requests the service to provide a transfer number of the second system to which the user is to be transferred. The service determines the transfer number and provides it to the first system. The first system performs the call transfer using the number. After the transfer is complete, the second system provides a request for the context, and the service provides the context to the second system.