Communication Terminal Hold State Audio Personalization
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Solution Overview
Problem
Users on hold during communication sessions often experience uncertainty about the status of their calls, leading to potential disconnections or annoyance from unsuitable substitute audio, as existing systems lack the ability to personalize the experience without system cooperation.
Innovation Solution
A communication terminal with a controller that detects hold states and switches between communication and play-out streams, allowing users to configure and locally generate audio or video content that is personalized and resumed based on user preferences, using stored files or remote sources.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If no audio signals are transmitted to the terminal on hold, then the terminal avoids transmitting unwanted audio, but the user may mistakenly think the call is disconnected
Solution Approach 1:
The patent introduces a substitute audio stream as an intermediary element between the communication system and the user on hold. This mediator provides continuous audio output (music, comfort noise, or messages) that prevents the user from mistaking the hold state for a disconnection, while the actual communication audio remains blocked.
Solution Approach 2:
The system creates a substitute audio stream that copies the format and delivery mechanism of normal communication audio but provides different content. This copy maintains the expected audio output behavior during hold states, preventing user confusion while the original communication audio is suppressed.
2Ease of operation
If a substitute audio stream is generated and transmitted to the terminal on hold, then the user experiences continuous audio output, but the user may dislike or find the substitute audio annoying
Solution Approach 1:
The system dynamically adapts the substitute audio stream based on user preferences and call duration. It can switch between different types of substitute audio (music, comfort noise, repeated messages) and adjust playback based on whether the user is in audio or video mode, making the hold experience more personalized and less annoying.
Solution Approach 2:
The patent changes multiple parameters of the substitute audio stream including content type (music vs. comfort noise vs. messages), volume level, and playback behavior based on call duration and user preferences. These parameter adjustments reduce user annoyance while maintaining audio continuity.
3Adaptability or versatility
If the system provides personalized substitute audio based on user preferences, then user satisfaction improves, but the terminal requires additional configuration and processing capabilities
Solution Approach 1:
The system performs preliminary actions by pre-configuring user preferences for substitute audio before the hold state occurs. Users can pre-select their preferred audio types, volumes, and other parameters during normal operation or in settings menus, so that when placed on hold, the personalized experience is automatically activated without requiring complex real-time configuration.
Solution Approach 2:
The terminal provides self-service capabilities by automatically detecting when it is on hold and autonomously selecting and playing the appropriate personalized substitute audio stream based on pre-configured user preferences. This reduces the need for complex manual configuration during the hold state while still providing personalized service.
Data Source
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AI summary
A communication system comprising: a terminal having: an interface to a network, whereby the terminal can be connected to another party on a communication session; an output for outputting a communication stream received from another party on a communication session; and a source of play-out stream independent of a communication session; and a communication controller for managing a communication session terminated at the terminal, the communication controller being configured to: a) when it detects that the terminal has been placed on hold in a communication session, cause play-out stream from the source of play-out stream to be directed to the output; and b) when it detects that the terminal has been taken off hold in the communication session, cause communication stream from the communication session to be directed to the output.