Media Gateway Default Content Substitution for Video Call Transfers
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Solution Overview
Problem
In call center environments, callers often experience a 'dark screen' when transferred to endpoints that do not support video connections, leading to a loss of opportunity for the call center to present information effectively.
Innovation Solution
Implementing a system that provides default media streams to originating endpoints when a destination endpoint does not support a specific media type, using a server-side or client-side device to determine media capabilities and initiate default media delivery during call setup, transfer, or hold periods.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a call is transferred to a destination node that does not support all media types supported by the caller, then the call can be connected to the destination, but the caller experiences a 'dark screen' and loses multimedia functionality
Solution Approach 1:
The patent introduces a media gateway as an intermediary component between the caller and the destination node. The media gateway receives the multimedia call, detects when the destination node does not support certain media types, and automatically substitutes unsupported media streams with alternative formats or content. This mediator enables seamless calls while preserving multimedia functionality without requiring modifications to the destination node.
Solution Approach 2:
The system dynamically changes media parameters by detecting the destination node's capabilities and adapting the media stream accordingly. When a destination node does not support video or other media types, the system modifies the media parameters to use only supported formats, ensuring continuous multimedia functionality throughout the call.
2Ease of operation
If the system provides default media content to maintain multimedia experience, then the caller's experience is improved, but the system complexity increases
Solution Approach 1:
The media gateway implements self-service functionality by automatically detecting media compatibility issues and resolving them without human intervention. The system monitors the call flow, identifies when destination nodes lack media support, and autonomously substitutes appropriate default media content, thereby improving caller experience while keeping the system manageable.
Solution Approach 2:
The system performs preliminary detection of media capabilities during call setup and proactively prepares default media content before the caller experiences any disruption. By anticipating compatibility issues and pre-loading alternative media streams, the system maintains seamless multimedia functionality without requiring complex real-time processing during the call.
3Reliability
If the system monitors media streams to detect unsupported media types, then media compatibility is maintained, but the processing overhead and time increase
Solution Approach 1:
The system performs media capability detection and compatibility verification during the initial call setup phase, before the actual media stream begins. By completing the monitoring and detection processes in advance, the system ensures reliable media compatibility without adding significant delay to the caller's experience, as the heavy processing occurs during routine call establishment.
Data Source
AI summary
Methods and apparatus are provided for presenting default content to a caller when a media stream of the specified type is not available. If it is determined that a destination endpoint is not providing a media stream of a first media type to an originating endpoint, a transmission of default media of the first media type to the originating endpoint is initiated.