Scalable Computer-Telephony Integration System Centralized Agent Directory

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Solution Overview

Problem

Large organizations with multiple divisions face challenges in managing customer calls across independent contact centers, as existing systems lack a centralized database for call agent information and efficient call routing, leading to inefficiencies and increased data transfer requirements.

Innovation Solution

A scalable computer-telephony integration (CTI) system that centralizes call agent login information and customer call data, using a CTI server to generate and store customer call keys, allowing seamless call transfers and minimizing data transfer by using keys as references, while also providing a contact center directory for categorized call agents.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If call agent login information is stored in separate databases for each independent system, then each division can maintain operational independence, but system complexity increases and data access efficiency decreases

Engineering Contradiction:

Improveoperational independenceVSAvoidsystem complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent combines multiple separate call agent login databases into a single centralized database that serves all divisions. This consolidation reduces system complexity by eliminating redundant database structures while maintaining operational independence through the centralized authentication framework that supports multiple divisions within one unified system.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The centralized database is designed to serve multiple divisions simultaneously, providing universal access control and authentication services. This multi-functional database structure allows different divisions to operate independently while sharing the same underlying data infrastructure, thereby reducing overall system complexity.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Reliability

If complete customer call information is transferred between call agents during call transfers, then call continuity is maintained, but bandwidth usage increases and processing speed decreases

Engineering Contradiction:

Improvecall continuityVSAvoidbandwidth usage

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The patent extracts only the essential customer call information needed for call continuity rather than transferring complete customer call information. By selecting and transferring only critical data elements, the system maintains call continuity while significantly reducing bandwidth consumption and improving processing speed.

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

Instead of transferring complete customer call information, the system creates and transfers a simplified copy or reference containing only the essential data needed for call continuity. This selective copying approach maintains the necessary call context while minimizing data transfer requirements.

Inventive Principle:

Principle #26Copying

3Productivity

If centralized databases are implemented for all call agents, then data access efficiency improves and bandwidth usage reduces, but system security requirements and complexity increase

Engineering Contradiction:

Improvedata access efficiencyVSAvoidsystem security requirements

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The centralized database implements local quality control through division-specific access permissions and security policies. Each division can access and modify only its own call agent login information, while the centralized structure provides efficient data access. This localized security approach reduces overall security complexity by maintaining clear access boundaries.

Inventive Principle:

Principle #3Local quality

4Measurement precision

If manual call routing is used by computer systems, then call direction accuracy improves, but processing time increases and automation level decreases

Engineering Contradiction:

Improvecall direction accuracyVSAvoidprocessing time

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system performs preliminary actions by pre-configuring call routing rules and customer call information structures before calls occur. This preparation enables the computer system to automatically route calls accurately without requiring manual intervention during the actual call handling, thereby reducing processing time while maintaining call direction accuracy.

Inventive Principle:

Principle #10Preliminary action

Data Source

PatentUS11277517B1Method and system for a scalable computer-telephony integration system

Publication Date: 2022.03.15 STATE FARM MUTAL AUTOMOBILE INSURANCE COMPANY

AI summary

When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within the computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.