Transient Call Manager for WebRTC Callback Routing
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Solution Overview
Problem
WebRTC-based communication systems face challenges in facilitating call-backs to anonymous customers whose network location is unknown to the contact centre, as existing solutions require changes to infrastructure and lack efficient identity management for routing calls.
Innovation Solution
A Transient Call Manager function, comprising a Credential Manager Web Server, Credential Manager, and Credentials Database, provides temporary identities to facilitate call-backs through a WebRTC gateway without altering existing infrastructure, enabling call routing to WebRTC-capable browsers or softphones.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a call-back system is implemented for anonymous WebRTC customers, then customer service capability is improved, but infrastructure complexity increases due to the need for identity management and call routing mechanisms
Solution Approach 1:
The patent introduces a Transient Call Manager function as an intermediary component that sits between the WebRTC gateway and the contact centre. This mediator assigns temporary identities to anonymous WebRTC customers and manages the call routing, thereby enabling call-back functionality without requiring complex modifications to the existing infrastructure. The intermediary handles the complexity of identity management and call routing internally, keeping the overall system architecture simple.
2Ease of manufacture
If temporary identity assignment is implemented without infrastructure changes, then ease of implementation is improved, but reliability may worsen due to potential issues with transient identity management
Solution Approach 1:
The Transient Call Manager function performs preliminary actions by pre-assigning temporary identities to anonymous WebRTC customers before actual call interactions occur. This preliminary identity assignment is stored and managed in a way that ensures reliability when call-backs need to be initiated. The system prepares the identity mapping in advance, so when a call-back is required, the routing information is already available and verified, ensuring reliable call delivery without requiring complex real-time identity resolution.
3Productivity
If call routing to WebRTC terminals is enabled, then communication efficiency is improved, but system complexity increases due to the need for WebRTC gateway integration
Solution Approach 1:
The Transient Call Manager function is designed with multi-functionality to handle multiple tasks within a single component. It simultaneously manages temporary identity assignment, maintains customer lookup capabilities, and controls call routing to WebRTC terminals. By consolidating these functions into a single universal component, the system achieves efficient call routing to WebRTC customers without proportionally increasing system complexity. The multi-functional design reduces the number of separate components needed and simplifies the overall architecture.
Data Source
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AI summary
A first server comprises at least one processor configured to establish a connection between a terminal and a second server in a communications network. A connection is established between the terminal and the server by associating credentials with a user of the terminal; receiving from the second server over a non-WebRTC communications channel, a connection request comprising the CLI or the URI; identifying from the CLI or the URI comprised in the connection request, an address for the terminal; setting up the connection between the second server and the terminal; in which the connection comprises a WebRTC channel extending to the terminal and a non-WebRTC channel extending to the second server; in which the WebRTC channel and the non-WebRTC channel are interconnected for communication at an intermediate point of the connection; and disassociating the credentials from the user at a time at which it is determined that the user no longer requires the credentials.