Calling Center System Scalable Agent Capacity via CCB Segmentation
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Solution Overview
Problem
The processing capacity of a single Cell Control Block (CCB) unit in calling center systems is limited, restricting the number of agents that can be registered and making it difficult to accommodate large expansions in agent capacity.
Innovation Solution
A calling center system with multiple CCB units and a scheduling module that selects and allocates agent modules based on capability data to distribute user calls, allowing for arbitrary expansion or reduction of CCB units and enhancing system reliability through parallel service.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a single CCB unit is used for call processing, then the system structure is simple, but the processing capacity and agent registration limit are constrained
Solution Approach 1:
The system divides the call processing function into multiple independent CCB units, each capable of handling calls independently. This segmentation allows the processing capacity to scale by adding more CCB units while maintaining relatively simple individual unit structures, resolving the contradiction between productivity and device complexity.
Solution Approach 2:
The patent introduces a scheduling module that operates in a new dimensional layer, coordinating multiple CCB units through capability data and selection mechanisms. This adds a management dimension without requiring complex changes to the basic call processing units, enabling scalable capacity while keeping individual components simple.
2Quantity of substance
If the number of CCB units is increased to expand agent capacity, then the agent registration limit increases, but the system complexity increases
Solution Approach 1:
Each CCB unit is designed as a universal module that can register and process calls for any number of agents. The standardized interface and capability data mechanism allow CCB units to function identically regardless of the specific agents they serve, enabling agent capacity expansion without increasing structural complexity.
Solution Approach 2:
The system uses identical CCB unit templates that can be replicated and deployed as needed. Each unit is a copy of the same functional design, allowing agent capacity to be expanded by simply adding more copies rather than designing and integrating complex unique structures for each expansion.
3Reliability
If multiple CCB units are deployed for parallel service, then system reliability improves, but the coordination complexity increases
Solution Approach 1:
The scheduling module receives capability data as feedback from each CCB unit, continuously monitoring their operational status and selecting appropriate units for call processing. This feedback mechanism enables reliable parallel operation by dynamically adapting to unit availability without requiring complex predetermined coordination protocols.
Solution Approach 2:
The scheduling module acts as an intermediary between the IVR module and multiple CCB units, centralizing the coordination function. This intermediary handles the complexity of selecting and directing calls to appropriate CCB units, allowing parallel reliable operation while keeping the coordination mechanism manageable through a single coordinating component.
Data Source
AI summary
A calling center system and a calling processing method of a calling center system are provided in the disclosure. The calling center system includes: an accessing module, configured to receive a user call; multiple CCB units, wherein each CCB unit is configured to select one agent module for serving the user call from multiple agent modules corresponding to the CCB unit, wherein each agent module of the multiple agent modules is configured to serve a user call; a scheduling module, configured to select, according to capability data of the multiple CCB units, the one or more CCB units from the multiple CCB units to perform the operation of selecting one agent module for serving the user call, and select one agent module from one or more agent modules selected by the one or more CCB units to serve the user call. The disclosure can enhance the reliability of the system.