Call Processing System Using Publish-Subscribe Framework
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Solution Overview
Problem
Current call processing systems are inefficient due to reliance on expensive dedicated hardware, require full-time IT management, and do not effectively utilize packet-based transport technologies, leading to suboptimal call routing and agent allocation.
Innovation Solution
A call processing system that utilizes a publish-subscribe communication framework to manage browser windows and route calls based on agent availability, integrating VoIP and PSTN technologies for efficient call handling and agent allocation, and provisions telephone numbers through a web-based interface.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional call center systems with dedicated hardware are used, then call routing and agent management can be achieved, but infrastructure costs and device complexity increase significantly
Solution Approach 1:
The patent replaces traditional mechanical telecommunication hardware (circuit switches, TDM lines, dedicated routing equipment) with software-based solutions running on standard server infrastructure. The call processing system uses application-layer protocols (SIP, WebRTC) and software modules to perform functions previously requiring specialized hardware, thereby reducing device complexity while maintaining routing reliability.
Solution Approach 2:
The patent creates a universal call processing platform that can handle multiple types of calls (VoIP, PSTN, mobile) and support various agent interfaces (web browsers, mobile apps, desktop clients) through a single multi-functional system. This eliminates the need for separate hardware systems for different call types, reducing overall infrastructure complexity while maintaining comprehensive call routing capabilities.
2Productivity
If traditional call center systems with dedicated hardware are used, then call processing can be achieved, but infrastructure costs and IT management requirements increase
Solution Approach 1:
The patent replaces expensive, long-lived dedicated telecommunication hardware with affordable, easily replaceable software components running on standard commercial off-the-shelf servers. This allows for quicker updates, easier maintenance, and reduced costs, as software can be updated without replacing physical hardware, thereby improving ease of deployment and reducing IT management overhead.
Solution Approach 2:
The patent uses virtualization and software instances to create multiple call processing environments on single physical hardware platforms. Instead of requiring separate physical systems for different call center functions, virtual software copies and containers enable multiple simultaneous operations on shared infrastructure, reducing deployment complexity and hardware costs while maintaining processing efficiency.
3Reliability
If circuit switch and TDM line architecture are used, then call routing can be achieved, but adaptability to packet-based technologies is limited
Solution Approach 1:
The patent implements a dynamic call processing architecture that can adapt its routing methods and protocols based on the type of call and network conditions. The system supports both traditional circuit-switched and modern packet-switched protocols simultaneously, allowing it to dynamically select the most appropriate routing path for each call, thereby maintaining reliability while achieving versatility across different technology platforms.
Solution Approach 2:
The patent introduces software-based gateways and protocol translators that act as intermediaries between traditional circuit-switched networks and modern packet-based networks. These intermediary components enable seamless integration of legacy TDM lines with VoIP and WebRTC systems, allowing reliable call routing across heterogeneous networks without requiring complete infrastructure replacement.
Data Source
AI summary
Techniques for improving customer relationship management are disclosed. The techniques may be realized via a call processing system that may efficiently rout an incoming call to an agent of a call center. Also, the call processing system may provision a telephone number to a web-based help desk call center. Further, the call processing system may include a communication framework enabling a communication between a plurality of browser windows and a local storage medium.