Contact Center Queue Replication for Survivability Failover

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Solution Overview

Problem

Conventional telephony survivability solutions fail to preserve queue positions or session data during transitions, leading to customer frustration and potential loss of context or disruption in service continuity, as callers may lose their place in the queue and face long wait times again.

Innovation Solution

A survivability model that integrates both central (cloud-based) and local (on-premise) resources to seamlessly transition between the central and on-premise solutions during outages, ensuring continuity of data sessions and queue positions by employing intelligent synchronization techniques.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If conventional telephony survivability solutions are used, then service continuity is maintained during outages, but queue positions and session data are lost

Engineering Contradiction:

Improveservice continuityVSAvoidqueue positions

Core Design Contradiction:

ReliabilityVSLoss of information

Solution Approach 1:

The system performs preliminary actions by establishing a replicator instance and synchronizing queue data before the central contact center becomes unavailable. This advance preparation ensures that when failover occurs, queue positions are already preserved in the local system, eliminating the information loss that would otherwise occur during outage transitions

Inventive Principle:

Principle #10Preliminary action

2Reliability

If conventional telephony survivability solutions are used, then service continuity is maintained during outages, but session data is lost

Engineering Contradiction:

Improveservice continuityVSAvoidsession data

Core Design Contradiction:

ReliabilityVSLoss of information

Solution Approach 1:

The system performs preliminary actions by establishing a replicator instance and synchronizing session data before the central contact center becomes unavailable. This advance preparation ensures that when failover occurs, session data is already preserved in the local system, eliminating the information loss that would otherwise occur during outage transitions

Inventive Principle:

Principle #10Preliminary action

3Device complexity

If queue positions are not preserved during transition, then system complexity is reduced, but customer experience deteriorates

Engineering Contradiction:

Improvesystem complexityVSAvoidcustomer experience

Core Design Contradiction:

Device complexityVSEase of operation

Solution Approach 1:

The system creates a copy of the central contact center's queue management functionality in a local replicator instance. This copy maintains queue positions and session data locally, allowing seamless failover without requiring complex distributed queue management systems, thus preserving customer experience while avoiding excessive system complexity

Inventive Principle:

Principle #26Copying

Data Source

PatentUS20260006126A1Queue Position Management In Contact Center Survivability Mode

Publication Date: 2026.01.01 ZOOM COMMUNICATIONS INC

AI summary

A survivability server associated with a contact center service receives, from a central server associated with the contact center service, queue-related data. The survivability server receives a request to connect an end user to the contact center service. The survivability server identifies, based on the queue-related data, a queue position of the end user. The survivability server places the end user at the queue position in a queue constituted by the survivability server.