Global Call Queue Architecture with Segmented ACD Logic
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Solution Overview
Problem
Global contact centers face inefficiencies and high costs due to the placement of ACD logic in both the agent and caller domains, leading to issues like mass re-registration delays, bandwidth consumption, voice quality loss, and resource wastage, particularly in large multi-site configurations.
Innovation Solution
The ACD logic is located in the agent domain, with ACD-controlled contact processing components in the caller domain, allowing for efficient call queuing and transfer over inexpensive circuit-switched connections, eliminating the need for costly and resource-intensive dual-domain setups.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If ACD logic is located in both caller and agent domains, then call routing flexibility is improved, but system complexity and resource consumption increase
Solution Approach 1:
The patent segments the ACD functionality by separating ACD logic (in agent domain) from contact processing components (in caller domain). This segmentation allows each component to have specialized functions, reducing overall system complexity while maintaining routing flexibility through the interface between segments.
Solution Approach 2:
The patent introduces an intermediary mechanism where the ACD logic in the agent domain communicates with contact processing components in the caller domain through standardized interfaces. This intermediary approach enables flexible call routing without requiring full ACD functionality in both domains, thus reducing complexity.
2Device complexity
If ACD logic is located in caller domain, then call queuing is simplified, but bandwidth consumption and voice quality loss increase
Solution Approach 1:
The patent extracts the ACD logic from the caller domain and places it in the agent domain, while retaining contact processing components in the caller domain. This extraction eliminates the need to maintain ACD state information across the WAN, reducing bandwidth consumption and preventing voice quality loss from multiple compressions.
3Reliability
If mass re-registration is performed simultaneously over WAN, then agent availability is updated, but link capacity is overwhelmed causing delays
Solution Approach 1:
The patent implements preliminary action by having agents register with the ACD logic in their local domain before needing service. This preliminary registration establishes agent availability locally, eliminating the need for simultaneous mass re-registration over the WAN and preventing link capacity overload.
4Adaptability or versatility
If multiple ACD's are located in agent domain, then service coverage is improved, but resource wastage and operational inefficiency increase
Solution Approach 1:
The patent makes the ACD logic in the agent domain universal by having it serve multiple contact processing components across different locations. Instead of having separate ACD's at each location, a single ACD logic instance can manage contacts for multiple sites, improving operational efficiency while maintaining broad service coverage.
Data Source
AI summary
The present invention is directed to a contact center, comprising:(a) a plurality of media servers 112a-n, each of the media servers being associated with a plurality of corresponding agent communication devices 120a-i positioned in a respective agent domain 100a-n; (b) a plurality of gateways 128a-n, each of which is currently controlled by a corresponding one of the plurality of media servers 112a-n and positioned in a contactor domain 104; and(c) a packet-switched Wide Area Network (WAN) 108 connecting the plurality of media servers 128a-n and the plurality of gateways 112a-n. A first gateway 128a is operable to physically park an incoming customer contact in the customer domain 104 until the occurrence of a call transfer event and, upon the occurrence of a call transfer event, to transfer the parked customer contact from the first gateway 128a to at least one of (i) a second media gateway 128b for processing by the second media gateway's corresponding second controlling media server 112b and (ii) a first media server 112a controlling the first gateway 128a.