Call Queue Parameter Retention for Telecommunication Systems
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Solution Overview
Problem
In call center telecommunication systems, calls assigned to two-way announcements lose their queue properties, leading to inefficient queue utilization and inconsistent queue representation for agents, callers, and supervisors, as they are removed from the queue when answered by the announcement device, potentially resulting in lost positions and increased queue limits.
Innovation Solution
Assigning a parameter, such as siQ, to calls connected to two-way announcements ensures they retain their queue properties, maintaining their position and priority in the queue, allowing them to return to their original position without disrupting further processing, and optimizing queue utilization by eliminating the need for reserved spaces.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If calls are connected to two-way announcements using version (b), then callers can interact bi-directionally and influence further processing, but calls lose their queue properties including position and elapsed wait time
Solution Approach 1:
The patent creates a virtual copy of the queue position by maintaining a record of the original queue position and elapsed wait time in a data structure associated with the call. When the call returns from the announcement, this copied queue position information is restored, allowing the call to rejoin the queue at its original position without actually remaining physically present in the queue during the announcement period.
2Reliability
If a portion of the queue is reserved for resequencing calls, then calls can return after announcements, but the entire queue cannot be used and queue usage is inconsistent
Solution Approach 1:
The patent performs preliminary actions by recording the original queue position and elapsed wait time before the call is connected to the announcement. This advance preparation allows the call to be restored to its exact original position immediately upon return, eliminating the need for reserved queue spaces and resequencing operations, thereby achieving both reliability and maximum queue utilization.
3Adaptability or versatility
If the queue limit is reduced to accommodate returning calls, then calls can be resequenced, but queue usage in the system does not correspond to queue usage in the application
Solution Approach 1:
The patent introduces an intermediary data structure that acts as a mediator between the queue system and the announcement system. This data structure stores the call's original queue position and elapsed wait time, allowing the call to interact with the announcement system while maintaining its queue properties through this intermediary layer, thus ensuring consistency between system and application queue usage views.
Data Source
AI summary
A method for optimum utilization of a queue for calls is provided in a telecommunication system and is controlled by an application, as well as an appropriate telecommunication system. Each call that is in the queue has a particular queue property and can be assigned to an agent, to a two-way announcement that is played by an announcement memory and that is capable of interaction with a call, or to remain in the queue. The method is distinguished in that a call assigned to a two-way announcement is allocated a parameter that causes the queue property of the call to be retained.