Vehicle Telematics Connection Management for Call Center Service Conflicts
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Solution Overview
Problem
The increasing number of communication services between vehicle telematics units and call centers leads to conflicts and inefficiencies due to simultaneous connection attempts and premature connection terminations, necessitating a method to manage these connections effectively.
Innovation Solution
A method that involves establishing a connection between a vehicle telematics unit and a call center, recognizing requests for additional services, determining compatibility, and either completing the service using the existing connection or switching to a compatible connection type, while also handling premature connection terminations by re-establishing the connection and allocating resources appropriately.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple services are scheduled or attempted at the same time, then service availability increases, but connection conflicts occur
Solution Approach 1:
The call center checks for existing connections before initiating a new service connection. This preliminary action prevents connection conflicts by determining whether a connection is already established before attempting to create another one, thus resolving the contradiction between service availability and connection reliability
Solution Approach 2:
The system uses feedback from connection status checks to determine whether to proceed with a new service connection. By continuously monitoring connection states and using this feedback information, the system can dynamically adjust connection management decisions to prevent conflicts while maintaining service availability
2Reliability
If reconnection attempts are made simultaneously by both call center and vehicle, then connection reliability improves, but resource conflicts occur
Solution Approach 1:
The call center performs a preliminary check to determine if a connection is already established before initiating reconnection attempts. This prevents simultaneous reconnection efforts from both sides, reducing resource conflicts while maintaining connection reliability
Solution Approach 2:
The system applies preliminary anti-action by preventing the call center from initiating reconnection attempts when a connection is already established or being established. This counteracts the potential harmful effect of simultaneous reconnection requests and resolves the contradiction between reliability and productivity
3Reliability
If connection is established for first service, then service completion is ensured, but second service connection is blocked
Solution Approach 1:
The call center checks connection status before initiating services. This preliminary action allows the system to determine whether a connection is already established and use it for subsequent services, enabling multi-service capability while ensuring service completion without blocking second connections
Solution Approach 2:
The system implements multi-functionality by allowing a single established connection to serve multiple services sequentially. The connection management mechanism is designed to accommodate multiple service requests and route them appropriately, enabling one connection to perform multiple functions rather than blocking subsequent services
Data Source
AI summary
A connection management system and method manages connections between a vehicle telematics unit and a call center. A connection is established between the vehicle telematics unit and the call center over a wireless network. A first service is provided to the vehicle telematics unit during which a request for a second service is recognized for the vehicle telematics unit. A connection between the vehicle telematics unit and the call center is provided in response to the request for the second service after completion of the first service. This can include maintaining the established connection to carry out the second service or initiating a new connection after the first one is terminated.