Edge Call Progress Analysis for VoIP Bandwidth Optimization

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Solution Overview

Problem

Current VoIP networks face bandwidth inefficiencies due to the need to transmit audio streams for call progress analysis from edge devices to contact centers, which can overwhelm network resources and consume unnecessary processing power.

Innovation Solution

Implementing a call progress analysis application on edge devices to process audio streams locally, reducing the need for bandwidth-intensive transmissions by using messaging sessions like SIP to convey analysis results and instructions, thereby optimizing bandwidth and freeing up processing power in outbound dialers.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If audio streams are transmitted from edge devices to contact centers for call progress analysis, then call progress analysis can be performed, but bandwidth consumption increases significantly

Engineering Contradiction:

Improvecall progress analysis accuracyVSAvoidbandwidth consumption

Core Design Contradiction:

Measurement precisionVSQuantity of substance

Solution Approach 1:

The patent extracts the call progress analysis function from the contact center and places it directly on the edge device. This allows the audio stream processing to be performed locally without transmitting the entire audio stream to the contact center, thereby reducing bandwidth consumption while maintaining analysis accuracy

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The system segments the call processing functions by separating call progress analysis from the main contact center operations. The edge device handles audio stream analysis independently and communicates only essential results to the contact center via messaging sessions, reducing the quantity of data transmitted

Inventive Principle:

Principle #1Segmentation

2Loss of information

If audio streams are transmitted for call progress analysis, then call monitoring is enabled, but processing power in outbound dialers is consumed

Engineering Contradiction:

Improvecall information availabilityVSAvoidoutbound dialer processing capacity

Core Design Contradiction:

Loss of informationVSProductivity

Solution Approach 1:

The call progress analysis processing is extracted from the outbound dialer and relocated to the edge device. This frees up processing power in the outbound dialer for other tasks while the edge device performs the audio analysis and returns only essential results

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The edge device acts as an intermediary between the audio stream source and the contact center. It performs call progress analysis locally and communicates results through messaging sessions, preventing the outbound dialer from consuming processing power on audio analysis while maintaining information availability

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS8737597B2Call progress analysis on the edge of a VoIP network

Publication Date: 2014.05.27 CISCO TECHNOLOGY INC

AI summary

A contact center is provided. The contact center includes a processor; and a memory in communication with the processor. The memory includes computer code executable with the processor. The computer code is configured to place a phone call through a media gateway to a communication device, receive a tone message from the media gateway, the tone message including a call progress event that defines a type of tone that was detected in the audio stream, determine a call treatment as a function of the communication device status, and perform call treatment for the phone call.