CTI Server Agent Identification via Voice Analytics
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Solution Overview
Problem
Providing effective computer-telephony integration (CTI) in a service provider equipment (SPE) environment is challenging due to the need to integrate operations within the network with those at the customer location, especially when the computer-telephony server is not directly responsible for allocating calls to agents and lacks direct information about agent allocations.
Innovation Solution
A method and system that allow a computer-telephony server within a telephone network to identify and communicate with agents at a customer location, enabling CTI functionality without direct control linkage between the server and call distribution devices, using techniques such as automatic call distribution, agent registration, voice analytics, and call identifiers to facilitate call handling and post-call processing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a computer-telephony server is deployed as service provider equipment within the telephone network, then call handling flexibility and multi-customer service capability are improved, but the ability to integrate with customer location operations and identify receiving agents deteriorates
Solution Approach 1:
The patent introduces an automatic number identification (ANI) system as an intermediary component that bridges the gap between the service provider equipment and customer location operations. The ANI system captures calling line identification information and transmits it to the computer-telephony server, enabling the server to identify receiving agents without direct integration with customer location call distribution devices. This intermediary approach preserves call handling flexibility while recovering lost agent allocation information.
2Device complexity
If the computer-telephony server is not directly responsible for allocating calls to agents, then system architecture simplicity and independence are improved, but CTI functionality and agent identification capability deteriorate
Solution Approach 1:
The patent segments the call handling system into distinct functional components: the service provider equipment (CTI server) that manages overall call routing, the automatic number identification system that captures calling information, and the customer location equipment that performs local call distribution. This segmentation allows each component to operate independently with well-defined interfaces, maintaining architectural simplicity while enabling CTI functionality through the exchange of calling line identification information between segments.
3Adaptability or versatility
If direct control linkage between the server and call distribution devices is avoided, then system independence and deployment flexibility are improved, but call management capability and transaction processing efficiency deteriorate
Solution Approach 1:
The patent implements a feedback mechanism where the automatic number identification system continuously monitors and captures calling line identification information, transmitting it back to the computer-telephony server. This feedback loop enables the server to maintain awareness of call routing decisions and agent allocations without direct control linkage, preserving deployment flexibility while supporting efficient transaction processing through informed call management.
Data Source
AI summary
One embodiment of the present invention provides a method and system for handling a telephone call. The method comprises receiving an incoming call at a computer-telephony server located as service provider equipment within a telephone network, followed by setting up a call from the computer-telephony server to a customer location. The customer location has a plurality of agents, each agent having an associated computer workstation. The call is forwarded at the customer location to a receiving agent selected from the plurality of agents. There is now communication between the computer-telephony server and one or more of the agents to allow the computer-telephony server to identify the receiving agent. The computer telephony server uses voice analytics on speech input from the receiving agent to identify the receiving agent.