Inbound-Outbound System Integration for Call Reconnection
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Solution Overview
Problem
Contact centers face challenges in reestablishing interrupted communications sessions due to network faults, bandwidth issues, or call drops, leading to inefficiencies and customer dissatisfaction.
Innovation Solution
The integration of an inbound system with an outbound system in contact centers allows for immediate reconnection of interrupted calls by detecting the interruption, transmitting customer data, and reconnecting the agent device to the customer device.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the inbound system integrates with the outbound system to enable call reconnection, then call reconnection capability is improved, but system complexity increases
Solution Approach 1:
The patent merges the inbound call handling system with the outbound call system, allowing the outbound system to be utilized for reconnection attempts. This integration enables shared resources and capabilities between the two systems, improving call reconnection reliability while managing complexity through resource sharing rather than complete system duplication.
Solution Approach 2:
The outbound system is designed to serve multiple functions: handling outbound calls and reconnection attempts. By making the outbound system universal, the patent avoids the need for a separate reconnection system, thereby improving call reconnection capability while controlling system complexity through multi-functional design.
2Speed
If the system monitors and detects call interruptions in real-time, then call reconnection speed is improved, but processing overhead increases
Solution Approach 1:
The system performs preliminary actions by pre-configuring the outbound system to handle reconnection attempts and maintaining necessary call state information. This preparation allows rapid response to call interruptions without requiring extensive real-time processing, thus improving reconnection speed while managing processing overhead through advance setup.
Solution Approach 2:
The system implements self-service mechanisms where the outbound system automatically detects call interruptions and initiates reconnection attempts without requiring extensive external intervention or complex centralized control. This autonomy reduces processing overhead while maintaining fast reconnection response.
Data Source
AI summary
A system and a method for reestablishing an interrupted connection between a first device such as an agent device and second device such as a customer device may include a computing device; a memory, configured to store customer data related to a customer device of a customer, and a processor. Embodiments may include detecting an interrupted connection between an agent device and the customer device; transmitting customer data for the customer device to an outbound system; and reconnecting the agent device to the customer device using the customer data.