Mobile Agent Call Control via Client Application
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Solution Overview
Problem
Existing call centre systems are unable to effectively control the availability of mobile agents independently of the mobile network operator, leading to inefficiencies and dependencies on congested network components.
Innovation Solution
A system and method that utilizes a client application on mobile stations and call centre servers to control the availability of mobile agents, allowing them to receive and prioritize customer calls independently of the mobile network operator, by screening and processing calls based on predefined rules and parameters.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If mobile agents use traditional cellular network infrastructure (HLR, network nodes) to receive calls, then call routing is enabled, but system complexity increases and dependency on network operators is created
Solution Approach 1:
The patent extracts the call control functionality from the traditional cellular network infrastructure (HLR, network nodes) and relocates it to the call centre server and mobile agent device. This allows call routing to be managed independently of the cellular network operator's infrastructure, reducing system complexity and operational dependency while maintaining reliable call routing capabilities through direct peer-to-peer communication between the call centre server and mobile agents.
2Productivity
If mobile agents are continuously available to receive calls, then customer service coverage is improved, but agent workload and stress increase
Solution Approach 1:
The patent implements dynamic availability control where mobile agents can flexibly switch between available and unavailable states based on their current workload and capacity. The system dynamically adjusts call routing in real-time, directing calls only to agents who are currently available and capable of handling them. This dynamic approach maintains high customer service coverage by ensuring calls are always routed to available agents while preventing overload by respecting agent availability status.
3Object-affected harmful factors
If call screening rules are strictly enforced at mobile agent devices, then personal call interference is reduced, but call processing flexibility decreases
Solution Approach 1:
The patent introduces the call centre server as an intermediary that performs initial call screening and filtering before calls are routed to mobile agents. The server acts as a mediator that enforces screening rules (such as blocking personal calls during work hours) at the centralized level, while still allowing agents to maintain flexibility in handling customer calls. This intermediary approach reduces personal call interference at the agent device level while preserving call processing flexibility through centralized rule management and adaptive routing.
Data Source
AI summary
Method and apparatus for controlling the ability of mobile agents to receive customer service calls to their mobile phone from a call center. A mobile station is installed with a client application featuring an agent profile and call processing rules that are updated from the call center. The mobile agent uses the mobile station for work by turning on a “work profile”, and the client application registers the mobile agent to the call center. With the work profile on, the client application will block personal calls, or any other calls originating elsewhere than the call center. Significant advantages are accrued as the companies running the call centers will gain greater control of their mobile agent workforce and can prioritize tasks better within the organization, without having to construct complex solutions that consult different network elements within the cellular radio network.