Instant Message Contact Router Using Buffer Server
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Solution Overview
Problem
Automatic call distributors are not well-suited for handling Internet calls, as the standards for processing switched circuit calls within the PSTN are not applicable to Instant Messaging (IM) traffic, creating a need for an adaptable method to process IM calls effectively.
Innovation Solution
An automatic IM contact distributor system that uses a buffer server to detect and manage IM messages, sending them to queues based on agent availability, generating status messages, and employing Session Initiation Protocol (SIP) to distribute IM calls among agents, while concealing system resources and optimizing agent utilization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If automatic call distributors use PSTN standards for processing switched circuit calls, then call distribution functionality is achieved, but the system cannot handle Internet-based IM traffic
Solution Approach 1:
The patent introduces a buffer server as an intermediary component between the IM traffic source and the agent queue system. This buffer server receives IM messages, manages queuing, and coordinates with agents without requiring the entire ACD system to be redesigned for Internet protocols. The buffer server acts as a mediator that adapts IM traffic to the existing agent distribution framework.
2Productivity
If the system implements a buffer server with message queues for IM traffic, then IM call distribution is enabled, but system complexity increases
Solution Approach 1:
The patent segments the IM call distribution system into distinct functional modules: a buffer server for receiving and queuing messages, message queues for organizing pending IM traffic, and agent handlers for processing messages. This segmentation allows each component to be optimized independently and simplifies the overall system architecture by creating clear separation of concerns.
Solution Approach 2:
The buffer server automatically manages message queuing, status tracking, and agent coordination without requiring external control. The system self-regulates by monitoring queue depths, generating status messages, and dynamically allocating messages to available agents, reducing the need for complex external management mechanisms.
3Loss of information
If status messages are generated and sent to sources while messages are in queue, then transparency and user feedback are improved, but system complexity and resource usage increase
Solution Approach 1:
The buffer server generates status messages periodically or at key events (when messages enter the queue, when agents become available, when messages are dispatched). This periodic status reporting provides users with timely information about their message status without requiring continuous system resources, balancing user awareness with resource efficiency.
Data Source
AI summary
A method and apparatus are provided for processing an instant message within a system having a plurality agents for handling the instant message. The method includes the step of a buffer sever detecting an arrival of the instant message. The method also includes the steps of sending the instant message to one of a plurality of messages queues associated with the buffer server pending availability of one of the plurality of agents to handle the instant message and automatically generating and sending a status message to a source of the instant message while the message is in the message queue based upon the status of the instant message in the message queue.