Contact Center Survivability Workflow Mapping for Queue Preservation

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Solution Overview

Problem

Conventional contact center survivability solutions fail to preserve queue positions and session data during transitions, leading to customer frustration and disrupted service continuity due to network outages.

Innovation Solution

Implementing a hybrid model that integrates both central and on-premise resources, ensuring seamless transitions between central and local servers by employing intelligent synchronization techniques to maintain customer interactions and queue positions during network disruptions.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If conventional contact center survivability solutions are implemented, then service continuity is improved during network outages, but queue positions and session data are lost leading to customer frustration

Engineering Contradiction:

Improveservice continuityVSAvoidqueue positions and session data

Core Design Contradiction:

ReliabilityVSLoss of information

Solution Approach 1:

The system performs preliminary actions by establishing replica contact center instances in advance before outages occur. These replicas are pre-configured with synchronization mechanisms to capture queue positions and session data continuously, so when a network outage happens, the information is already preserved and ready for immediate failover without data loss.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent creates copies of the contact center service through replica instances that mirror the primary contact center. These replicas maintain copies of queue positions and session data through synchronization mechanisms, ensuring that when the primary system fails, the copied data is available to maintain service continuity without information loss.

Inventive Principle:

Principle #26Copying

2Ease of operation

If seamless transitions between central and local servers are implemented, then customer experience is improved during network disruptions, but system complexity increases

Engineering Contradiction:

Improvecustomer experienceVSAvoidsystem complexity

Core Design Contradiction:

Ease of operationVSDevice complexity

Solution Approach 1:

The patent introduces intermediary components including synchronization mechanisms and failover controllers that mediate between the central contact center and local replicas. These intermediaries automate the transition process, managing the complexity of seamless failover and failback operations while presenting a simple, continuous experience to customers without requiring them to understand the underlying system complexity.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS20260006129A1Contact Center Workflow Mapping In 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, data associated with a first workflow executed by the central server with respect to an end user. A device of the end user is connected to the contact center service via the central server. The survivability server determines that the central server is unavailable. In response to determining that the central server is unavailable, the survivability server identifies, based on the data, a second workflow to execute by the survivability server and executes the second workflow with respect to the end user.