Contact Center Reconnection With Queue Preservation After Failover

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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 disruption in service continuity.

Innovation Solution

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

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If a contact center service transitions to a survivability server during a network outage, then service continuity is maintained, but queue positions and session data are lost

Engineering Contradiction:

Improveservice continuityVSAvoidqueue positions and session data

Core Design Contradiction:

ReliabilityVSLoss of information

Solution Approach 1:

The system performs preliminary actions by establishing a data synchronization mechanism before the failover occurs. The survivability server receives and stores queue position data and session data from the central server in advance, so that when the failover happens, this pre-synchronized data is already available and can be immediately used to maintain service continuity without information loss.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent introduces a data synchronization layer as an intermediary between the central server and the survivability server. This intermediary mechanism ensures that critical data (queue positions and session data) is transmitted and stored on the survivability server before failover, acting as a buffer that prevents data loss during the transition.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Adaptability or versatility

If the contact center service uses a central cloud-based server, then scalability and flexibility are improved, but service availability deteriorates during network outages

Engineering Contradiction:

Improvescalability and flexibilityVSAvoidservice availability

Core Design Contradiction:

Adaptability or versatilityVSReliability

Solution Approach 1:

The contact center service is segmented into two independent but synchronized components: a central cloud-based server for normal operations and a local survivability server for outage scenarios. This segmentation allows the system to leverage the scalability of the cloud server while having a standalone local server that can operate independently when needed, thus resolving the contradiction between adaptability and reliability.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system dynamically switches between two operational modes: normal mode using the central cloud-based server for scalability, and survivability mode using the local server for availability. The failover mechanism enables this dynamic transition, allowing the system to adapt its architecture based on network conditions, thus achieving both scalability and reliability.

Inventive Principle:

Principle #15Dynamics

3Reliability

If the contact center service implements a survivability model with intelligent synchronization, then service robustness is enhanced, but system complexity increases

Engineering Contradiction:

Improveservice robustnessVSAvoidsystem complexity

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The data synchronization mechanism acts as an intermediary layer that simplifies the complexity of managing dual servers. Instead of requiring complex real-time coordination between the central and survivability servers, the synchronization layer handles data exchange automatically, reducing the operational complexity while maintaining robustness.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The survivability server maintains a copy of critical data (queue positions and session data) from the central server. This copying approach simplifies the system architecture by avoiding the need for complex distributed consensus protocols, while still ensuring service robustness through data redundancy.

Inventive Principle:

Principle #26Copying

4Loss of information

If the contact center service maintains data synchronization between central and local servers, then data integrity is preserved, but communication overhead increases

Engineering Contradiction:

Improvedata integrityVSAvoidcommunication overhead

Core Design Contradiction:

Loss of informationVSUse of energy by moving object

Solution Approach 1:

The system performs data synchronization in advance before failover is needed, rather than continuously during operation. This preliminary action reduces communication overhead by batching data transfers and avoiding unnecessary real-time synchronization, while still ensuring data integrity is preserved when the survivability mode is activated.

Inventive Principle:

Principle #10Preliminary action

Data Source

PatentUS20260006128A1Reconnecting End Users To A Central Contact Center Server From A Survivability Server

Publication Date: 2026.01.01 ZOOM COMMUNICATIONS INC

AI summary

A central server associated with a contact center service receives queue-related data from a survivability server associated with the contact center service. The central server identifies an end user based on the queue-related data. The central server establishes a reconnection between a device of the end user and the contact center service. The central server places the end user at a position in a queue associated with the central server based on the queue-related data.