Call Mobility via Live Call Record Routing
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Solution Overview
Problem
Current call center systems lack a robust solution to transfer a live call from one device to another that is capable of additional functionalities without dropping the call, and there is no guaranteed way to reconnect the call to the same agent, disrupting the customer's interaction.
Innovation Solution
A method and apparatus that allow a call center to create and store a live call record associating the caller's identity with the agent, enabling the call to be routed from one device to another while maintaining the connection to the same agent, and allowing the caller to initiate a second call to replace or conference with the first call, using interactive voice response and data associated with the second call to determine the action.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If the call is transferred from the first device to the second device by dropping the original call, then the call can be moved to a device with additional functionality, but the customer interaction is disrupted and the call continuity is lost
Solution Approach 1:
The system performs preliminary actions by creating and storing a live call record associating the caller's identity with the agent before the call transfer occurs. This pre-established record enables seamless routing to the same agent on the second device without dropping the call, maintaining call continuity while enabling device transfer.
Solution Approach 2:
The live call record acts as an intermediary data structure that mediates between the first device and second device. It stores the association between caller identity and agent, enabling the call to be routed to the same agent across different devices without interruption, thus resolving the contradiction between device adaptability and call continuity.
2Adaptability or versatility
If the customer terminates the live call to use another device, then the customer can access additional functionality, but there is no guaranteed way to reconnect to the same agent, causing interaction disruption
Solution Approach 1:
The system performs preliminary action by maintaining the live call record in the data repository even after the first call is terminated. This pre-stored record contains the caller-agent association, enabling immediate reconnection to the same agent when the customer places a new call from the second device, eliminating reconnection time loss.
Solution Approach 2:
The live call record serves as a persistent copy of the call state that survives call termination. This copied information (caller identity and agent association) allows the system to reconstruct the call routing without requiring the customer to wait for agent availability, thus preventing time loss during device transition.
3Reliability
If the system stores and queries live call records to enable call mobility, then call continuity is maintained across devices, but the data repository and routing complexity increase
Solution Approach 1:
The system segments the call management functionality by separating the live call record storage (in the data repository) from the routing logic (in the call center system). This segmentation allows call mobility to be implemented through simple record querying without complicating the core routing mechanisms, thus managing system complexity while maintaining call mobility reliability.
Solution Approach 2:
The live call record acts as an intermediary data structure that simplifies the complexity of call mobility. Instead of implementing complex device tracking and call state synchronization, the system uses this simple intermediary record to store caller-agent associations, enabling call mobility through straightforward record retrieval and routing decisions.
Data Source
AI summary
A method has steps for receiving at a call center implemented in a network, a first call from a caller using a first telephony-enabled device, connecting the received first call to an agent in the call center, creating and storing in a data repository at the call center a live call record associating an identity of the caller or a device of the caller with the agent to whom the first call is connected, receiving, while the first call is active, a second call from the same caller using a second telephony-enabled device, querying the data repository and discovering the live call record, routing the second call to the same agent to whom the first call is routed, and terminating the first call, but leaving the live call record in place.