IVR Server Channel Capacity Management
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Solution Overview
Problem
High-capacity IVR systems face challenges in managing call traffic efficiently due to limited channel capacity, leading to potential congestion and restrictions in initiating calls at maximum speed, especially when handling both inbound and outbound calls.
Innovation Solution
A method and server system that dynamically manage call initiation by monitoring channel usage in different areas, initiating calls only when channel capacity is available, and optimizing channel resource utilization by incrementing or decrementing active call variables based on call status, allowing for efficient use of dedicated voice channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If calls are initiated at maximum speed (100 CAPS) to complete campaigns on time, then productivity is improved, but channel congestion occurs at destination areas
Solution Approach 1:
The system dynamically adjusts the call initiation rate based on real-time channel availability and congestion conditions. The algorithm monitors channel status and adaptively modifies the calling speed, transitioning from fixed maximum speed (100 CAPS) to a variable rate that optimizes both productivity and prevents congestion. This dynamic adjustment allows the system to maintain high productivity when channels are available while preventing congestion when capacity is limited.
Solution Approach 2:
The congestion control mechanism implements feedback by continuously monitoring channel status at destination areas and using this information to regulate call initiation rates. The system receives feedback about channel availability and adjusts its calling behavior accordingly, creating a closed-loop control system that balances campaign completion requirements with network capacity constraints.
2Productivity
If the number of active calls is increased to maximize channel utilization, then productivity is improved, but call quality and reliability deteriorate due to congestion
Solution Approach 1:
The system changes the parameter of call initiation rate from a fixed maximum value to a variable parameter that adjusts based on channel conditions. By modifying this key parameter dynamically, the system optimizes channel utilization while maintaining call completion reliability. The algorithm monitors channel occupancy and adjusts the calling rate parameter to stay within optimal thresholds that prevent degradation of call quality.
3Reliability
If channels are reserved in advance for upcoming calls, then call setup reliability is improved, but channel availability for new calls decreases leading to reduced productivity
Solution Approach 1:
The system performs preliminary actions by pre-reserving channels for upcoming calls while simultaneously releasing channels from completed calls. This preliminary channel management ensures that channels are available when needed for reliable call setup, while the continuous release and reallocation prevent long-term reservation that would reduce overall productivity. The algorithm balances advance reservation with timely release to optimize both reliability and throughput.
Data Source
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AI summary
For an interactive voice response systems campaigns, a server (SI): gets (S2) numbers of the campaign to a memory buffer, selects (S3) an uncalled number from the memory buffer and identifying the area of the selected number, defines (S4) a variable (Va) for the identified area as the number of channels used for the different active calls in the identified area, if the variable (Va) is below a channel capacity of the identified area, initiates (S5) a call for the selected number and increments by one the variable (Va) for the area corresponding to the selected number, when a call is terminated for the identified area, decrements (S6) by one the variable (Va) for the identified area.