SIP-Based ACD Status Database for Internet Operations

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Automatic call distributors (ACDs) are not well-suited for internet-based operations due to the difficulty in managing resources across geographically diverse locations, as the standards for processing switched circuit calls and exchanging control information through the Public Switched Telephone Network (PSTN) do not apply to the Internet, leading to cumulative delays in obtaining information from multiple sources.

Innovation Solution

A method and apparatus that utilize SIP REGISTER and SIP SUBSCRIBE messages to store and retrieve status information within a database accessible through the Internet, allowing for efficient information availability and management within an automatic contact distributor system.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If PSTN standards are used for processing switched circuit calls, then call distribution through traditional telephone networks is effective, but the system cannot be adapted for internet-based operations

Engineering Contradiction:

Improveadaptability to internet-based operationsVSAvoidcomplexity of managing resources across geographically diverse locations

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent applies universality by making the contact distributor system multi-functional to operate across both traditional PSTN networks and internet-based protocols. The system handles multiple protocols (SIP, H.323, MGCP) and communication types (voice, video, data) through a unified architecture, allowing it to function effectively in diverse network environments without requiring separate specialized systems for each protocol or network type.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

The patent applies parameter changes by transitioning from circuit-switched parameters to packet-switched parameters. This involves changing how calls are routed (from dedicated circuits to virtual circuits over IP), how timing is handled (from synchronous to asynchronous), and how resources are allocated (from fixed to dynamic). These parameter changes enable the system to adapt from traditional telephony to internet-based operations.

Inventive Principle:

Principle #35Parameter changes

2Loss of information

If information is retrieved from multiple dedicated information sources through the Internet, then comprehensive status information can be obtained, but cumulative delays occur

Engineering Contradiction:

Improvecompleteness of status informationVSAvoidcumulative delays in obtaining information

Core Design Contradiction:

Loss of informationVSLoss of time

Solution Approach 1:

The patent applies merging by consolidating multiple distributed information sources into a single centralized database. Instead of querying multiple separate locations for agent status, call queue information, and resource availability, the system combines all these data sources into one unified repository that can be accessed efficiently, eliminating the cumulative delays of multiple sequential or parallel queries across distributed systems.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The patent applies preliminary action by pre-positioning status information in a centralized database before it is needed. Agent status updates, call flow states, and resource information are continuously maintained and updated in advance in the centralized location, so when information is required for call distribution decisions, it is already available immediately without requiring real-time retrieval from multiple sources.

Inventive Principle:

Principle #10Preliminary action

3Ease of operation

If status information is stored in a centralized database accessible through the Internet, then information availability is improved, but compatibility with traditional ACD systems must be maintained

Engineering Contradiction:

Improveease of information retrievalVSAvoidcompatibility with traditional PSTN-based ACD systems

Core Design Contradiction:

Ease of operationVSAdaptability or versatility

Solution Approach 1:

The patent applies universality by designing the contact distributor to handle multiple communication protocols and system types simultaneously. It can interface with traditional PSTN-based ACD systems while also accessing and writing to internet-based databases using SIP and other IP protocols, making it universally compatible across different network architectures and information management approaches.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS7751550B2Method of providing status information within an ACD

Publication Date: 2010.07.06 ALVARIA INC

AI summary

A method and apparatus are provided for retrievably storing information within an automatic contact distributor system within a database that is accessible through the Internet. The method includes the steps of saving the information from the automatic call distributor system within the database using a SIP REGISTER message and retrieving the information through the Internet using a SIP SUBSCRIBE message.