Softphone Automatic Call Transfer Line Swapping
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Solution Overview
Problem
Conventional call-transfer methods using softphones in call centers are inefficient, leading to holding voice noise and inability to control transfer timing accurately, especially when transferring calls to voice systems, resulting in an unsatisfactory customer experience.
Innovation Solution
An automatic call-transfer method utilizing a softphone system that rapidly switches between two lines, leveraging Microsoft Visual Basic and Visual C++ programming, with a computer-telephony integration system and PBX, to simplify and improve call transfers by informing the system of incoming calls, opening a second line for inquiry, swapping back to the first line before the third party responds, and transferring the call upon response.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual call transfer is used, then the operator can control the transfer process, but the transfer timing cannot be controlled accurately and holding voice noise occurs
Solution Approach 1:
The patent replaces the manual mechanical operation of call transfer with an automated computer-controlled system. The softphone system automatically performs line switching and call transfer operations based on detected events (third party answering), eliminating the need for manual operator intervention and achieving precise timing control without holding voice noise.
Solution Approach 2:
The system enables self-service automation where the softphone automatically monitors line status, detects when the third party answers, and executes the transfer sequence without human input. The computer-controlled system serves itself by automatically managing the entire call transfer process from initiation to completion.
2Productivity
If manual call transfer is used, then the operator can switch back the call, but the call cannot be transferred again timely when the object called picks up the phone
Solution Approach 1:
The system implements feedback by continuously monitoring the line status and detecting when the third party answers the call. This real-time feedback enables the automated system to trigger the transfer sequence at the optimal moment, ensuring timely transfer without delay while maintaining high productivity.
Solution Approach 2:
The softphone system prepares the transfer sequence in advance by opening the second line for inquiry before the actual transfer occurs. This preliminary action ensures that when the third party answers, the system is ready to execute the transfer immediately, eliminating delays and improving call transfer speed.
3Reliability
If the object called is a voice system and seamless transfer is required, then manual transfer cannot satisfy customer requirements due to connection interruption feeling
Solution Approach 1:
The patent replaces manual call switching with automated computer-controlled line swapping that maintains continuous connection. The softphone system manages the complex sequence of line switching automatically, ensuring seamless transfer without connection interruption, thereby improving both reliability and customer experience.
4Productivity
If automatic call transfer is implemented using softphone with fast-swapping between two lines, then transfer fluency is enhanced and holding voice noise is reduced, but system complexity increases
Solution Approach 1:
The softphone system performs multiple functions within a single integrated platform: it manages line switching, monitors call events, detects third party answering, and executes transfer sequences. This multi-functionality achieves high call transfer fluency without proportionally increasing system complexity, as one system handles all operations.
Solution Approach 2:
The softphone acts as an intermediary between the PBX and the user, managing the complex automated transfer sequence. By introducing this intermediate layer, the system achieves sophisticated call transfer fluency while shielding the user from the underlying complexity of the automated switching mechanism.
Data Source
AI summary
A system for automatic call-transfer using a softphone, which applies the functions of a hardware telephone on a personal computer, is achieved by integrating a softphone system, a computer-telephony integration system, and a private branch exchange. This system is performed mainly in a manner of automatically fast swapping the first line and the second line of a call, when a call is transferred to an interactive voice system, for example, and this system can successfully compensate the fault that a holding noise emerges from the current telephone exchange device. When a call center operator talks with the customer, if the line needs to be transferred to a interactive voice response system but the interactive voice response system cannot pick up the line timely, this system can be used to transfer a call to avoid the customer listening the holding voice or rings of the private branch exchange.