On-Hold Call Bandwidth Release via Intermittent Busy Packets
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Solution Overview
Problem
Call centers face inefficiencies due to ongoing bandwidth consumption by calls placed on hold, which is unproductive and wastes telecommunications capacity, as these calls continue to occupy bandwidth without providing useful service until a representative becomes available.
Innovation Solution
A method that decouples dedicated bandwidth for on-hold calls by intermittently sending 'busy packets' to maintain a connection with the local exchange carrier, releasing bandwidth when a representative is unavailable, and re-establishing the connection when a representative becomes available, using a computer processor and packets to manage this process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If calls remain connected while on hold to maintain service availability, then callers can be connected to representatives when available, but bandwidth is continuously consumed without productive use
Solution Approach 1:
The patent extracts the essential connection-maintenance function from continuous bandwidth allocation. It separates the call signaling (maintained through periodic packets) from the media stream (released when on hold), keeping only the minimal necessary communication path active while releasing the full bandwidth resource.
Solution Approach 2:
The system uses periodic packet transmission instead of continuous bandwidth allocation. Busy packets are sent at intervals to maintain the call state and connection availability, rather than continuously consuming bandwidth. This periodic action maintains reliability while dramatically reducing resource consumption.
2Speed
If full bandwidth is allocated to on-hold calls to ensure immediate reconnection capability, then reconnection is fast when representatives become available, but bandwidth resources are wasted during waiting periods
Solution Approach 1:
The system performs preliminary actions by maintaining the call state and connection path in advance through periodic busy packets, even though full bandwidth isn't needed yet. When a representative becomes available, the reconnection uses this pre-maintained path rather than establishing a new connection, achieving fast reconnection without continuous bandwidth consumption.
3Productivity
If calls are disconnected when placed on hold to free bandwidth, then bandwidth is released for other uses, but reconnection requires establishing a new call path which consumes additional resources and time
Solution Approach 1:
The periodic busy packet acts as an intermediary that maintains the call state between disconnection and reconnection. Instead of fully disconnecting and then re-establishing the complete call path, the busy packet preserves the connection context and signaling path, enabling rapid reconnection when representatives become available.
Data Source
AI summary
A computer processor determines that a call has been placed on hold. The computer processor sends a first packet to a local exchange carrier (LEC) of the calling device, wherein the first packet includes instructions to release the bandwidth of the call placed on-hold, between the LEC and a recipient of the call. The computer processor sends a second packet intermittently to the LEC, wherein the second packet maintains a connection between the calling device of the call and the LEC. The computer processor determines that a representative is available, wherein the representative is the recipient of the call, and in response to determining the representative that is available responds to the call, the computer processor sending a third packet to connect the calling device of the call to the representative that is available.