Lightweight CTI Protocol for Distributed Contact Center Metadata
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Solution Overview
Problem
Current Computer Telephony Integration (CTI) standards require comprehensive call flow knowledge, which cannot be supported by distributed components in contact centers, necessitating a solution for providing lightweight metadata information across various media types and telephony-recording environments.
Innovation Solution
A light-weight CTI information protocol is developed to enable distributed components, such as endpoints, to report interaction-metadata information using protocols like SIP, WS, or HTTP, allowing for the transfer of partial CTI information without requiring extensive resources, and utilizing XML to define content and track message origin and flow.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If current CTI standards are used to provide comprehensive call flow information, then complete CTI information is available, but distributed components cannot support these standards due to resource requirements
Solution Approach 1:
The patent segments CTI information into two categories: full call flow information maintained by the central CTI server, and lightweight interaction metadata reported by distributed components. This segmentation allows distributed components to report only essential interaction metadata (such as client-agent session interactions) without needing to track or report complete call flow information, thereby reducing resource requirements while maintaining useful CTI functionality.
Solution Approach 2:
The patent extracts and reports only the essential interaction metadata from the complete CTI information set. Distributed components extract specific interaction events (such as call initiation, termination, and transfer events) and report them to the recording system, rather than attempting to process and report all CTI information. This extraction approach enables lightweight reporting that fits within resource constraints of distributed components.
2Device complexity
If distributed components report interaction metadata, then resource requirements are reduced, but support for comprehensive call tracking must be maintained
Solution Approach 1:
The patent introduces an intermediary approach where the recording system acts as a mediator between distributed components and the central CTI server. The recording system receives lightweight interaction metadata from distributed components, correlates it with recording data, and reconstructs comprehensive call flow information. This intermediary role ensures that even though distributed components report limited metadata, the overall system maintains reliable call tracking capability through centralized correlation and reconstruction.
Solution Approach 2:
The patent merges lightweight interaction metadata from distributed components with recording data captured by the recording system. By combining these two data sources, the system reconstructs comprehensive call flow information that maintains reliability for call tracking. The merging of partial metadata with detailed recording data compensates for the limited information reported by resource-constrained distributed components.
Data Source
AI summary
System and method for transmitting interaction metadata messages, for example, computer telephony integration (CTI) messages, from one or more network end points and/ox from a central network device to a recording system using a light-weight interaction metadata protocol, for example, a light-weight CTI protocol, over one or more communication services.