Second Level IVR Component Call Control Service
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Solution Overview
Problem
Existing IVR technologies face challenges in transferring calls between agents and IVR components, resulting in data loss and difficulties in ensuring data privacy, particularly for sensitive information like credit card details.
Innovation Solution
A second-level IVR component controlled by a call control service that persists call state in a JSON file, allowing seamless transfer without phone number assignment, enabling data sharing and maintaining privacy by decoupling the IVR from the voice media server.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a call is transferred from an agent to a second IVR component using traditional IVR technology, then the call can be routed to another automated system, but data collected by the agent (such as notes or caller ID) is lost during the transfer
Solution Approach 1:
A call control service acts as an intermediary between the agent, first IVR component, and second IVR component. This service receives the call from the agent, maintains access to call data, and can transfer the call to the second IVR while preserving the ability to retrieve and share collected information throughout the call flow.
Solution Approach 2:
The call control service provides multiple functions: receiving calls from agents, managing call transfers to multiple IVR components, storing and retrieving call data, and enabling selective sharing of information. This multi-functional approach eliminates the need for separate systems for each function, preventing data loss during transfers.
2Productivity
If sensitive data (such as credit card information) is collected by an IVR component, then the automated system can process the information, but it becomes difficult to ensure data privacy while allowing human agents to access the call
Solution Approach 1:
Different levels of data access are provided to different users based on their needs. Human agents receive access to non-sensitive call information while sensitive data remains restricted. The system applies different access controls to different portions of the data, allowing productive automated collection while maintaining privacy protection for sensitive information.
3Device complexity
If an IVR component is tightly coupled with a voice media server, then the system architecture is simpler, but redundancy and scalability are reduced
Solution Approach 1:
The system is divided into separate functional components: the call control service handles call management and data access, while voice media servers handle audio processing. This segmentation allows multiple media servers to be deployed for redundancy without complicating the core control logic, as the call control service remains independent and can route calls across multiple servers.
4Ease of operation
If traditional call transfer methods are used between agents and IVR components, then call routing is achieved, but audible clicks or beeps are discernable to the caller
Solution Approach 1:
The call control service serves as a mediator that manages the call transfer process between the agent and IVR components. By controlling the transfer through this intermediary service rather than direct peer-to-peer transfer, the system can manage the connection in a way that prevents audible clicks or beeps from reaching the caller, while still achieving the desired call routing.
Data Source
AI summary
In an example embodiment, a solution is provided that introduces a second level IVR component controlled by a call control service that also controls a first IVR component. Controlling the IVR components using this call control service (which also interfaces with client software operated by a human agent) allows for data collected during the IVR sessions or during a live session with the human agent to be shared among the components. This also acts to eliminate the need for a traditional “transfer” of a call from a human agent to an IVR or vice versa, which would often be accompanied by audible clicks or beeps discernable to the caller.