Call Server ANI Bridging for CRM Data Retrieval
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Solution Overview
Problem
Call centers employing sophisticated CRM systems face challenges in retrieving end user information when a PSTN callback is initiated, as the ANI or callerID from the gateway is used instead of the end user's, leading to incomplete or missing data for web pages being viewed.
Innovation Solution
A system that includes a merchant web server, a call server connected to VOIP gateways, and a customer service agent PC, where JavaScript code facilitates data collection and co-browsing, allowing the call server to bridge calls and provide the ANI/callerID to the call center while enabling the retrieval of web page information by the CRM system.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a PSTN callback is initiated through a gateway, then the call can be established, but the ANI or callerID from the gateway is used instead of the end user's, causing the CRM system to retrieve incorrect or incomplete user information
Solution Approach 1:
The patent introduces a session initiation protocol (SIP) server as an intermediary between the gateway and the CRM system. The SIP server captures the original end user's ANI or callerID information and forwards it to the CRM system, while the gateway uses its own ANI for call routing. This mediator resolves the conflict by ensuring the CRM receives accurate user information without complicating the call routing process.
2Loss of information
If JavaScript code is used for data collection and co-browsing, then web page information can be shared with the call center, but additional system components and integration complexity are required
Solution Approach 1:
The patent implements a universal data collection mechanism using JavaScript code that can capture multiple types of information (web page content, user interactions, browser state) through a single integrated approach. The co-browsing functionality serves multiple purposes: information collection, real-time sharing with the call center, and potential control capabilities, all through one system component that reduces overall integration complexity.
Solution Approach 2:
The system introduces a data collection server as an intermediary that receives information from the end user's browser via JavaScript and forwards it to the call center. This mediator simplifies the integration by providing a standardized interface between the web browser environment and the call center system, reducing the complexity of direct integration between multiple components.
3Ease of operation
If the CRM system uses the ANI from the gateway for user identification, then the call routing works correctly, but the retrieved user information is incomplete or missing web page data
Solution Approach 1:
The patent segments the information transmission process into two separate channels: one for call routing using the gateway's ANI, and another for user information transmission using the original end user's ANI captured by the SIP server. This segmentation allows the call routing to remain simple while simultaneously ensuring complete user information including web page data is retrieved by the CRM system through the separate information channel.
Data Source
AI summary
A method and system for placing a call back from a call center to an end user viewing a website includes sending a request for the call back from an end user computer to a call server, the request including the PSTN number at which the end user wishes to be called; placing calls to the end user and the call center, the call center call including the ANI/callerID of the number at which the end user is called; requesting by the call center data concerning the end user from the call server; receiving by the call server data from the end user computer; and transmitting the data from the call server to the call center. The data from the end user computer may be an identification of the web page being viewed, data entered on the web page, an end user identifier and/or co-browsing data.