Distributed Call Routing Proxy Reducing Packet Traffic
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Solution Overview
Problem
As call volume increases, existing call center systems face inefficiencies in load sharing and resource allocation, leading to suboptimal handling of calls due to high packet traffic and inefficient resource selection processes in distributed call-routing systems.
Innovation Solution
A method is introduced where a local call-routing proxy distributes requests to remote call-routing proxies, which process responses from multiple servers to reduce the number of responses sent back to the local proxy, enabling the automatic call director to select the most suitable resource for handling calls based on optimized data.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a distributed call-routing system is used to handle increased call volume, then call handling capacity is improved, but packet traffic increases leading to inefficiencies
Solution Approach 1:
The patent extracts the response processing function from the automatic call director and places it in call-routing proxies. When a call arrives, the automatic call director sends a request to the call-routing proxy, which then queries resource servers and processes responses. This extraction reduces packet traffic between the automatic call director and resource servers, while maintaining distributed call handling capacity.
Solution Approach 2:
The call-routing proxy acts as an intermediary between the automatic call director and resource servers. It receives requests from the automatic call director, processes them by querying multiple resource servers, and returns filtered results. This intermediary role reduces the communication overhead and packet traffic in the distributed system while preserving scalability.
2Measurement precision
If multiple resource servers are queried for optimal resource selection, then resource allocation quality is improved, but response processing time increases
Solution Approach 1:
The call-routing proxy performs preliminary action by pre-processing responses from multiple resource servers before returning them to the automatic call director. It queries resource servers, receives responses, and filters/sorts them to identify the best resource match. This preliminary processing ensures high resource selection quality while reducing the time the automatic call director needs to wait for processed results.
Data Source
AI summary
An exemplary method for selecting a resource for handling a call in a distributed call-routing system comprises obtaining, at a local call-routing proxy, a request for a resource to handle a call from a local automatic call director, distributing the request to a plurality of remote call-routing proxies, each remote call-routing proxy being configured to obtain responses to the request from a plurality of servers storing data relating to a plurality of resources, process the responses from the servers to produce a first reduced number of responses and send the first reduced number of responses to the local call-routing proxy, processing responses from remote call-routing proxies at the local call-routing proxy, enabling the local automatic call director to obtain a second reduced number of responses, and enabling the local automatic call director to select a resource to handle the call.