Video Call Management via Dialplan and SOAP Interface
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Solution Overview
Problem
Existing call center technologies lack a simple and flexible method to identify and manage agents and callers in video call centers, particularly in virtual worlds, where traditional automatic call distribution assumptions do not apply.
Innovation Solution
A video call management device and method that uses a dialplan entry system to create and manage queues, allowing agents and callers to use the same number to configure their status, and a SOAP interface to determine the type of user, providing a user-friendly interface for both video and audio interactions, and enabling connection management through Automatic Call Distributor or skill-based routing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional automatic call distribution assumptions are used in video call centers, then existing call center technologies can be applied, but the system lacks flexibility and simplicity in identifying and managing agents and callers in virtual worlds
Solution Approach 1:
The dialplan entry system serves multiple functions: it identifies user types (agents vs callers), manages queue configurations, and handles call routing in a unified manner. This universal approach replaces multiple separate systems with a single flexible framework that adapts to different scenarios in both traditional and virtual call centers.
Solution Approach 2:
The SOAP interface acts as an intermediary layer between the video call management system and the dialplan entry system. It provides a standardized way to communicate queue status, user types, and routing information, simplifying the interaction between different system components and enabling flexible user identification without increasing overall system complexity.
2Ease of operation
If video call management features are added to traditional call centers, then user experience is enhanced, but the system complexity increases
Solution Approach 1:
The system merges traditional voice call center functionality with video call management features into a unified platform. The same dialplan entry system and queue management mechanisms handle both voice and video calls, allowing features like estimated wait times, video mail, and callback options to be added without proportionally increasing system complexity.
Solution Approach 2:
The system creates virtual representations of call center functionality in virtual worlds through the SOAP interface. Virtual agents and callers interact with the same queue management system as physical agents, allowing video call features to be replicated in virtual environments without requiring separate complex systems.
3Adaptability or versatility
If multiple queue management systems are implemented for video and audio calls, then call routing flexibility is improved, but the device complexity increases
Solution Approach 1:
A single dialplan entry system serves as the universal queue management platform for both video and audio calls. The system uses unified parameters and entry points to configure queues, manage user status, and route calls, eliminating the need for separate management systems while maintaining full routing flexibility for different call types.
Data Source
AI summary
An video call management apparatus and associated methodology of controlling interactive voice and video responses is provided. A calling party is identified as an agent or a caller based on a set of agent identities. The calling party is then provided with an agent main menu, when an agent is identified, or a caller main menu when a caller is identified. An agent can be connected to the caller in a sub-queue entry, and a caller can be placed in an existing sub-queue or a new sub-queue can be created if it does not exist. Videomail from a caller for playback to an agent is also received, and the agent may call the caller during or after playback of the videomail. The agent is presented with a system video message containing information and statistics on a completed call.