Hybrid Contact Center Media Controller Architecture
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Solution Overview
Problem
Existing contact center systems lack the ability to seamlessly integrate control and media services across different operations environments, leading to inefficiencies in providing hybrid contact center services, such as call parking and recording, while maintaining control and quality of service.
Innovation Solution
A system and method for providing contact center services in a hybrid operations environment, where a first controller in one operations environment requests media services from a media controller in another environment, allowing for dynamic control and media provision during media sessions, including call parking and recording, with failover capabilities and geo-location based call recording.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Quantity of substance
If media services are provided in a remote operations environment, then resource utilization and cost efficiency are improved, but control over media quality and service reliability deteriorates
Solution Approach 1:
The system segments media services into distinct functional components: a media controller in the remote environment provides media resources (music on hold, recording), while a local controller maintains call control and quality monitoring. This segmentation allows each component to operate independently in its optimal location while maintaining overall system reliability through coordinated interaction.
Solution Approach 2:
The patent introduces an intermediary communication mechanism between the local and remote controllers that enables the local controller to monitor and control media quality parameters (bitrate, jitter, packet loss) while the remote controller manages media resources. This intermediary linkage resolves the contradiction by enabling distributed control with maintained reliability.
2Adaptability or versatility
If control and media services are distributed across different operations environments, then system versatility and adaptability are improved, but device complexity and integration difficulty worsen
Solution Approach 1:
The controllers are designed with multi-functional capabilities that can operate in various configurations (fully local, fully remote, or hybrid). The system can adapt to different deployment scenarios and support multiple media services (call parking, recording, music on hold) through a unified architectural framework, reducing the need for separate specialized systems for each function.
Solution Approach 2:
The system implements feedback mechanisms where the local controller receives status information from the remote media controller and adjusts media parameters accordingly. This feedback loop simplifies integration complexity by providing automatic adaptation to remote service conditions, reducing the need for complex manual configuration and monitoring.
3Productivity
If media sessions are established across remote operations environments, then service functionality is improved, but latency and communication overhead increase
Solution Approach 1:
The system establishes media sessions in advance by pre-configuring media parameters, codecs, and quality thresholds before actual media transmission begins. This preliminary setup allows for faster media session establishment during operation and reduces latency by having all necessary configuration parameters ready beforehand, rather than negotiating them in real-time.
Data Source
AI summary
A system and method for providing contact center services in a hybrid operations environment. A first controller in a first operations environment is configured to receive a first message for establishing a media session, and transmit a request for media service. A media controller in a second operations environment is configured to provide media to a target device during the media session in response to the request; receive during the media session a second message from the first controller; and control the media based on the second message from the first controller.