Ring-Ping SIP Notification for Call Hold Management
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Solution Overview
Problem
In enterprise and call center environments, active calls often get put on hold, leaving users unable to communicate additional information or confirm the status of inactive participants, leading to inefficiencies and frustration.
Innovation Solution
Implementing a 'ring-ping' notification system using Session Initiation Protocol (SIP) messages to alert users that a call has been placed on hold, allowing them to resume the conversation or take alternative actions, such as transferring the call, based on user input and business logic.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Duration of action of moving object
If the call is placed on hold for a long duration, then the agent has time to investigate the issue, but the caller experiences frustration and loss of time
Solution Approach 1:
The system implements a feedback mechanism where the caller can initiate a ring-ping notification to the agent during hold periods. This allows the caller to actively signal their status and intent, receiving feedback about the agent's availability and the call state, thereby reducing the passive waiting experience and perceived time loss.
Solution Approach 2:
The caller is empowered to self-manage the hold situation by initiating ring-ping notifications and selecting actions from presented options (e.g., transfer to supervisor, end call). This self-service capability reduces the need for passive waiting and gives the caller control over their experience during hold periods.
2Ease of operation
If the caller must use another communication channel to communicate with the agent, then the agent can receive the message, but the caller experiences frustration and inefficiency
Solution Approach 1:
The ring-ping notification system provides multi-functionality by combining notification, information presentation, and action initiation within the existing call interface. Instead of requiring separate communication channels, the system integrates multiple functions (alerting, informing, enabling actions) into a single unified mechanism accessible during the call.
3Difficulty of detecting and measuring
If the host wants to check on an inactive conference participant, then the host can detect the status, but the conference is disrupted
Solution Approach 1:
The host can initiate periodic ring-ping notifications to check on inactive conference participants without continuous disruption. The periodic nature allows the host to probe participant status at intervals, receiving updates without requiring constant conference interruptions or sustained disruptive actions.
Data Source
AI summary
Placing a call on hold provides advantages to the party initiating the hold. The party may engage in another call or perform another action and return to the call when convenient, provided the party placed on hold is still on the call. The party on hold monitors the inactive call and waits until the call is reactivated. The party on hold is provided with a means to alert the other party via a session initiation protocol (SIP) message formatted as a ring-ping message. The message is sent to the party who placed the call on hold and the user's device activates an indicator, such as to alert the holding party that the held party wishes to re-engage the call. If the holding party does not un-hold the call or otherwise acknowledge the ring-ping indicator, another action can be initiated, such as by inviting another party to join the call.