CTI Device Modular Architecture for Seamless Call Center Scaling

Solution Overview

Problem

Current Computer Telecommunication Integration (CTI) devices in Next Generation Call Centers have fixed online agent and call capacities, making it inconvenient to expand without disrupting normal operations, as existing systems require replacement and downtime during upgrades.

Innovation Solution

A CTI device with a management module, CTI units, and an agent caching pool that dynamically allocates resources, allowing for real-time monitoring and selection of available agents and units, enabling capacity expansion without affecting normal operations by using a modular, hierarchical structure.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Quantity of substance

If the existing CTI device requires expanding capacity by replacing devices and/or software, then the memory capacity and processing speed are improved, but the operation of the original CTI device is necessarily stopped causing the Call Center to be unable to operate normally during the upgrade

Engineering Contradiction:

Improvememory capacityVSAvoidcontinuous operation

Core Design Contradiction:

Quantity of substanceVSReliability

Solution Approach 1:

The CTI device is segmented into multiple functional modules: CTI management module, one or more CTI units, and an agent caching pool. This modular architecture allows individual modules to be upgraded or replaced without affecting the entire system, enabling capacity expansion while maintaining continuous operation of other modules.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The agent caching pool serves as an intermediary component that decouples the CTI units from the call control module. This intermediary layer allows CTI units to be upgraded or replaced without directly impacting the call control functionality, as the caching pool maintains the interface and data flow between components during transitions.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Productivity

If the existing system requires expanding capacity by replacing CTI devices and/or software, then the processing speed is improved, but the Call Center is unable to operate normally during the upgrade

Engineering Contradiction:

Improveprocessing speedVSAvoidcontinuous operation

Core Design Contradiction:

ProductivityVSReliability

Solution Approach 1:

The CTI device is segmented into multiple functional modules: CTI management module, one or more CTI units, and an agent caching pool. This modular architecture allows individual modules to be upgraded or replaced without affecting the entire system, enabling capacity expansion while maintaining continuous operation of other modules.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system employs dynamic module registration and state monitoring mechanisms. The CTI management module can dynamically register new CTI units with enhanced processing capabilities while maintaining existing units in service, allowing gradual upgrade of processing speed without system downtime.

Inventive Principle:

Principle #15Dynamics

3Stability of the object's composition

If the maximum numbers of online agents and online calls are fixed once the CTI device is put into operation, then the system stability is maintained, but the scalability is reduced making it inconvenient for expanding

Engineering Contradiction:

Improvesystem stabilityVSAvoidscalability

Core Design Contradiction:

Stability of the object's compositionVSAdaptability or versatility

Solution Approach 1:

The CTI device is segmented into multiple functional modules: CTI management module, one or more CTI units, and an agent caching pool. This modular architecture allows individual modules to be upgraded or replaced without affecting the entire system, enabling capacity expansion while maintaining continuous operation of other modules.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The agent caching pool serves as a universal data structure that can accommodate any number of agent records and call state information. This universal caching mechanism enables the system to scale from small to large deployments without changing the fundamental architecture, maintaining stability while improving adaptability.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS8731181B2Computer telephony integration device and resource management method and incoming call control method

Publication Date: 2014.05.20 ZTE CORP

AI summary

A Computer Telecommunication Integration (CTI) device in a call center is disclosed. This device comprises a CTI management module, one or more CTI units and an agent caching pool shared by said CTI units. Said CTI management module is configured to configure and register CTI units, and monitor states of said CTI units. The CTI unit is configured to manage agents which are subordinate to this CTI unit, and select an idle agent which is able to provide services, and return the selection result to said CTI management module. The agent caching pool is configured to cache an identifier of said agent, a state of said agent, and the information of the CTI unit to which said agent is subordinate. The technical scheme also provides a method for managing resources and a method for controlling an incoming call applied to a call center.