Programmable Communication Queueing for Personalized Wait States
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Solution Overview
Problem
Existing telephony systems lack dynamic scalability and flexibility in managing communication queues, leading to inefficient and generic waiting experiences for callers, which negatively impacts user satisfaction and operational image.
Innovation Solution
A system and method for queuing communication sessions using a multitenant communication platform with queue management resources and APIs, enabling customizable and dynamic interaction capabilities, allowing developers to create tailored waiting experiences through queue-state applications.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If basic static customization of music and announcements is provided, then implementation simplicity is maintained, but flexibility and adaptability of the queue are insufficient
Solution Approach 1:
The patent transforms static queue configurations into dynamic, programmable entities. Queue-state applications allow the queue behavior, music selection, and announcement content to change dynamically based on application logic, time, caller characteristics, and other parameters, resolving the contradiction between flexibility and complexity by making the system adaptive rather than rigid.
Solution Approach 2:
The system enables changing multiple queue parameters (music tracks, announcement text, queue behavior) through programmatic control rather than fixed configurations. This allows the same queue infrastructure to serve multiple different scenarios by simply changing parameters, achieving high adaptability without proportionally increasing system complexity.
2Ease of operation
If generic waiting experiences are used, then implementation effort is reduced, but user satisfaction and operational image deteriorate
Solution Approach 1:
The system enables applications to self-configure their own queue experiences by deploying queue-state applications with custom logic. Each application can define its own waiting experience parameters without manual configuration, allowing generic implementations to easily become personalized while maintaining ease of deployment through automated configuration.
Solution Approach 2:
The queue platform provides a universal infrastructure that can serve multiple different application types and scenarios. The same core queue system handles diverse waiting experiences by executing different queue-state applications, achieving multi-functionality without requiring separate systems for each use case.
3Reliability
If resources are dynamically scaled to meet demand, then service quality improves, but resource management complexity increases
Solution Approach 1:
The system incorporates feedback mechanisms where queue-state applications can monitor queue conditions, resource availability, and service metrics. This feedback enables automatic adjustments to resource allocation and queue management strategies, allowing dynamic scaling to be managed through automated control loops rather than complex manual coordination.
Data Source
AI summary
A system and method including receiving a request to enqueue a communication session; adding the communication session to the queue of a plurality of communication sessions; upon adding the communication to the queue, transferring control logic to the configured wait-state application; receiving a dequeue request initiated by a second entity; in response to the dequeue request, managing the procession of communication sessions in the queue; and dequeuing a communication session from the queue.