Call Path Interruption Detection and Rerouting System
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Solution Overview
Problem
Call centers face challenges during peak periods due to unpredictable demand, leading to inefficiencies in managing remote agents, where digital transmission interruptions cause call drops and incur long-distance charges, and wireless systems suffer from call path disruptions.
Innovation Solution
A method and system that detect call path interruptions in remote agents and automatically reroute telecommunication calls to maintain connectivity, allowing clients to choose between leaving a voice message, transferring to another agent, or waiting for the connection to reestablish.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If remote agents use digital transmission systems (Internet/IP Softphone) for both voice and data, then long distance telephone charges are avoided and agents can work from home, but digital network outages cause call interruptions and lost connections
Solution Approach 1:
The patent introduces a telecommunication switch as an intermediary device that manages dual-path communication. When the primary digital path fails, the switch automatically redirects calls through an alternative path (wireless or traditional telephone network), preventing call loss while maintaining cost efficiency. This mediator resolves the contradiction by providing failover capability without requiring permanent dual infrastructure.
Solution Approach 2:
The system dynamically switches between different transmission paths based on real-time availability. The telecommunication switch monitors the status of digital networks and can dynamically redirect calls to wireless or traditional telephone paths when digital outages occur, making the system adaptable to changing network conditions while maintaining reliability and cost efficiency.
2Reliability
If only data is transmitted over digital systems and audio via public telephone switching network, then call connectivity is maintained, but both data and telephone links must be active simultaneously and long distance charges accrue on telephone links
Solution Approach 1:
The telecommunication switch acts as a mediator that consolidates call routing decisions. It manages the complexity of coordinating digital and telephone links by automatically selecting the appropriate path for audio transmission, eliminating the need for manual coordination of dual active links while maintaining connectivity and reducing long distance charges.
Solution Approach 2:
The system changes the transmission parameter (network path) based on availability and cost considerations. The telecommunication switch can dynamically alter the audio transmission path from telephone network to digital network or vice versa, optimizing the system by utilizing the most reliable and cost-effective available path rather than requiring both links to be active simultaneously.
3Adaptability or versatility
If wireless switching systems are used for remote communication, then agents can work mobile, but calls are disconnected due to call path interruptions
Solution Approach 1:
The telecommunication switch serves as a stabilizing intermediary between mobile wireless devices and the telecommunication network. It manages call path interruptions by detecting disconnections and automatically reestablishing calls through alternative paths, thereby maintaining call stability while preserving the mobility benefits of wireless communication for remote agents.
Data Source
AI summary
A method and system process call path interruptions by detecting an interruption of a call path to a first telecommunication terminal during a telecommunication call, selecting by a second telecommunication terminal that remains on the telecommunication call another telecommunication endpoint to which to transfer the telecommunication call, and establishing the telecommunication call between the second telecommunication terminal and the other telecommunication endpoint.