Camp-On Hold Notification System for Call Management
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Solution Overview
Problem
Existing communication systems do not effectively manage the hold condition during calls, leading to inefficiencies as users are often unable to perform other tasks while waiting for the other user to become available, as they must remain tethered to their phone.
Innovation Solution
A method and system that detects hold conditions, allows users to camp-on to a call hold, and notifies them via alternative communication methods such as instant messaging or email when the other user becomes available, enabling users to perform other tasks without missing the call.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a user is placed on hold during a call, then the user can wait for the other party to become available, but the user cannot perform other tasks and must remain tethered to the phone
Solution Approach 1:
The patent introduces a spatial dimension to the hold experience by enabling notifications across multiple devices and locations. The camping user can be notified on any registered device (phone, tablet, computer) regardless of physical location, transforming the traditional single-point hold notification into a multi-dimensional notification system that operates across space and device types.
Solution Approach 2:
The system provides universal notification capabilities across multiple communication channels and device types. A single hold event can trigger notifications via SMS, email, instant messaging, or traditional phone ring, allowing the user to choose the most convenient channel. This multi-functionality resolves the contradiction by making the hold system adaptable to various user situations and preferences.
2Loss of time
If the system notifies the user immediately when the other party becomes available, then the user can reconnect quickly, but the user cannot perform other tasks during the hold period
Solution Approach 1:
The user performs preliminary actions by pre-registering multiple notification devices and preferred communication channels before being placed on hold. The system stores these preferences and automatically selects appropriate channels when the user is camping, eliminating the need for real-time decisions and enabling immediate reconnection without sacrificing productivity during the hold period.
Solution Approach 2:
The patent introduces an intermediary notification system that bridges the gap between the holding user and the available user. Instead of direct phone-to-phone connection, the system uses multiple intermediary channels (SMS, email, IM) to notify the camping user, allowing flexible notification timing and methods that accommodate both quick reconnection and user productivity needs.
3Reliability
If the system monitors user status continuously, then the system can notify the user when available, but system resources are wasted
Solution Approach 1:
Instead of continuous monitoring, the system implements periodic status checks and event-driven notifications. The system monitors for specific events (user becomes available, user interacts with notification) and triggers notifications only when relevant changes occur. This periodic/event-based approach maintains notification reliability while significantly reducing system resource consumption compared to continuous monitoring.
Data Source
AI summary
A method for providing a camp-on hold service comprises detecting a hold condition between a first user and a second user and establishing a call hold by placing the call on hold. The method also comprises receiving a request from the second user to camp-on to the call hold and monitoring the status of the first user during the call hold. The method also comprises receiving an indication that the first user is available to continue communications with the second user and notifying the second user that the first user is available to continue communications with the second user.