Multimedia Router for Seamless Call Transfer
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Solution Overview
Problem
In call centers, callers often drop out of the queue while waiting for a second agent to become available to complete a transaction, leading to revenue loss due to the need for calls to be placed on hold during the transfer process.
Innovation Solution
A multimedia router system that allows agents to initiate non-voice communication sessions with other agents, enabling call transfers or consult requests without disconnecting the original voice call, using Session Initiation Protocol (SIP) to maintain the connection with the caller and transfer the voice session to the available agent.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If calls are placed on hold while waiting for a second agent to become available, then the original agent can maintain the connection with the caller, but callers may drop out of the queue leading to revenue loss
Solution Approach 1:
The system separates the voice call maintenance function from the agent transfer function. The original agent's voice connection with the caller is segmented and maintained independently while a second agent is being located, allowing the transfer process to occur without interrupting the caller experience.
Solution Approach 2:
The routing system acts as an intermediary that manages the transition between agents. It receives the consult request from the original agent, locates an available second agent, and coordinates the transfer while keeping the caller engaged, thus mediating between the needs of both agents and the caller.
2Ease of operation
If the system waits for a second agent to become available before transferring the call, then the transfer can be completed smoothly, but the caller experiences delay and may disconnect
Solution Approach 1:
The system initiates the search for a second agent immediately when the original agent places the caller on hold, rather than waiting until the caller is actually transferred. This preliminary action reduces the overall waiting time experienced by the caller while maintaining connection quality.
Solution Approach 2:
The caller's connection remains continuous and active throughout the agent transfer process. The system maintains the voice session without interruption, allowing the transfer preparation to occur in the background without affecting the caller experience or increasing perceived wait time.
3Productivity
If the original agent is disconnected from the call during transfer, then the second agent can take over immediately, but the transfer process becomes more complex and may cause disruptions
Solution Approach 1:
The system implements a nested structure where the second agent is integrated into the existing call framework without requiring the original agent to disconnect. The transfer process embeds the new agent into the active session, allowing seamless handoff while maintaining the original connection structure.
Data Source
AI summary
A multimedia router has code executable on the router from storage on a machine readable medium coupled to the router, the code providing routing functions, and a routing point identified in the router code for establishing at least one non-voice communications session between two or more communications appliances enabled for non-voice communications. During a voice call established between a calling party and one of the two or more communications appliances, the routing point is invoked from the called communications appliance by issuance of a non-voice routing request to establish at least one non-voice communications session between the called communications appliance and another of the two or more communications appliances.