Telephony Call Bridging for Automatic Multi-Agent Participation
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Solution Overview
Problem
Existing telephony systems lack the ability for multiple agents within a common service organization to attend a call with a single customer without initiating a conference call, and conference calls require attendees to be known and invited by the initiator, which can be unmanageable for large groups, and operator-provided solutions are not customizable.
Innovation Solution
A telephony system with a client server that detects non-conference calls and requests the establishment of a conference call, distributing access information to terminals to enable participation, and includes a monitoring function for call status sharing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a non-conference call is placed by a customer to a single agent, then the call can be initiated easily without conference capabilities, but multiple agents cannot simultaneously attend the call
Solution Approach 1:
The client server acts as an intermediary between the customer's non-conference call and the conferencing server. It detects the non-conference call, automatically requests conference call establishment, and bridges the original call into the conference call, enabling multiple agents to join without requiring the customer to initiate a conference call
Solution Approach 2:
The system performs preliminary actions by automatically detecting non-conference calls and proactively establishing conference calls before multiple agents need to join. The client server monitors incoming calls, identifies when conference functionality is needed, and pre-configures the conference call environment
2Extent of automation
If conference calls require attendees to be known and invited by the initiator, then call control is maintained, but management becomes unmanageable or laborious for large groups
Solution Approach 1:
The system provides self-service functionality by automatically detecting when a non-conference call should be converted to a conference call and autonomously establishing the conference call with appropriate agents. This eliminates the manual burden of inviting multiple attendees while maintaining organized call control
Solution Approach 2:
The client server implements feedback mechanisms by monitoring call status, detecting when multiple agents need to participate, and automatically adjusting the call configuration. The system receives feedback about call participation needs and responds by establishing conference calls with appropriate agents
3Adaptability or versatility
If conference call functionality is provided by a remote operator (e.g., Microsoft, Google, Cisco, Meta, Zoom), then external expertise is available, but the functionality is beyond suitable control and customisation of the organisation
Solution Approach 1:
The system segments conference call functionality into modular components: the client server handles local detection and control logic, while the conferencing server provides core conference capabilities. This segmentation allows the organization to maintain local control through the client server while leveraging external conferencing infrastructure
4Adaptability or versatility
If the client server automatically converts non-conference calls to conference calls, then multi-agent participation is enabled, but call processing complexity increases
Solution Approach 1:
The client server is designed with multi-functionality to handle both non-conference and conference calls through a unified interface. It can detect call types, automatically establish conferences when needed, and manage multiple agents, reducing the need for separate systems while maintaining manageable complexity
Data Source
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AI summary
A method (300, 400) of operating a telephony system (100), said system comprising a: client server (170), configured to: access a conferencing server (140) for establishing a conference call; connect a plurality of terminals (180) to the conferencing server; and communicate with a UE (160) so as to receive a call from the UE; the method comprising the steps of, by the client server: detecting initiation of a call between the UE and a given one of the plurality of terminals (320, 420); identifying the UE and said given terminal; assessing whether the detected call is a conference call or a non-conference call; in response to assessing that the call is a non-conference call: requesting, from the conferencing server, establishment of a conference call for the identified UE and the given terminal and corresponding to said non-conference call (330-2, 430); receiving, from the conferencing server, access information for accessing the requested conference call (340, 440); and distributing the access information to each of the plurality of terminals (360, 460), thereby permitting any of said terminals to access the conference call.