Contact Center Unified Communications Bridging
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Solution Overview
Problem
Unified communication systems lack the capability to handle the call volume and number of agents supported by contact center systems, preventing agents from benefiting from unified communications features during calls.
Innovation Solution
Establishing a unified communications connection between the contact center system and the agent's endpoint, allowing the bridging of calls between the contact center and user endpoints, enabling agents to utilize unified communications features even when not directly connected to the user.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a unified communications system is used to provide features like instant messaging and call transcription, then communication features are improved, but the system cannot handle the call volume and number of agents supported by a contact center system
Solution Approach 1:
The contact center system serves as an intermediary that bridges unified communications endpoints and traditional telephony infrastructure. It establishes unified communications connections to agents while maintaining compatibility with existing telephony systems, enabling agents to access unified communications features without requiring the unified communications system to handle all call volumes directly.
Solution Approach 2:
The system segments communication pathways by establishing separate unified communications connections for agents while maintaining traditional telephony connections for call handling. This allows unified communications features to be accessed selectively by agents without overloading the unified communications system with all call traffic.
2Ease of operation
If agents are connected to unified communications systems, then communication efficiency is improved, but the system complexity increases
Solution Approach 1:
The contact center system is designed to perform multiple functions: it manages traditional telephony operations, establishes unified communications connections to agents, bridges calls between different connection types, and maintains compatibility with both unified communications and traditional telephony infrastructures. This multi-functionality consolidates complexity into a single system rather than requiring separate systems.
Data Source
AI summary
The technology disclosed herein enables incorporation of feature sets of a unified communications system and a contact center system. In a particular embodiment, a method includes, in a contact center system, in response to an agent logging into the contact center system, establishing a first connection between the contact center system and a unified communications endpoint operated by the agent. The first connection is established using a unified communications system that services the unified communications endpoint. After establishing the first connection, the method includes identifying a call on a second connection between the contact center system and a second endpoint operated by a user. In response to selecting the agent to handle the call, the method includes bridging the first connection and the second connection.