Voice Packet User Mapping for PBX-Free Call Center Pairing
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Solution Overview
Problem
In contact centers using free-address seating, pairing speech-recognized telephone calls with operators is challenging due to compatibility issues with existing PBX systems or high replacement costs, preventing effective integration of CTI cooperation.
Innovation Solution
An information processing device that pairs user identification information with telephone machine information through a communication network, using IP addresses or telephone numbers, to specify the operator associated with a call without relying on CTI cooperation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If CTI cooperation is introduced to pair speech-recognized telephone calls with operators, then pairing accuracy is improved, but device compatibility and cost increase due to PBX replacement requirements
Solution Approach 1:
The patent introduces an intermediary device (telephone call information acquisition device) that mediates between the speech recognition system and operators. This device extracts telephone call information from voice packets independently of the PBX system, allowing accurate pairing without requiring CTI cooperation or PBX replacement. The intermediary approach enables the system to work with existing diverse PBX infrastructures while achieving the pairing functionality that would otherwise require complex CTI integration.
2Productivity
If CTI cooperation is introduced to enable speech recognition pairing, then operational efficiency is improved, but implementation cost increases due to PBX replacement
Solution Approach 1:
The patent employs a cost-effective approach by using disposable or replaceable components such as soft switches and gateways that can be deployed independently of the existing PBX system. These components extract necessary telephone call information from voice packets without requiring expensive PBX replacement. The solution uses affordable technologies like SIP protocols and soft switch software to achieve CTI-like functionality at a fraction of the cost of traditional hardware-based CTI systems.
3Adaptability or versatility
If free-address seating is implemented to increase flexibility, then operator mobility is improved, but pairing difficulty increases due to changing seat assignments
Solution Approach 1:
The patent implements a self-service mechanism where the telephone call information acquisition device automatically extracts and identifies telephone call information from incoming voice packets without manual intervention. The system autonomously pairs speech recognition results with the correct operator by analyzing voice packet metadata, even when operators move between seats in a free-address environment. This automatic self-identification eliminates the need for manual pairing configurations that would be required in fixed-seat arrangements.
Data Source
AI summary
The information processing device according to one embodiment includes: a setting part configured to pair and set, based on first information sent from a terminal that is connected via a communication network, user identification information with second information, the user identification information identifying a user using a given telephone machine, the second information being obtainable from a voice packet of a telephone call between the given telephone machine and another telephone machine, and the first information being predetermined information and the second information being predetermined information; and a specifying part configured to obtain, when a voice packet of a telephone call between the given telephone machine and another telephone machine arrives, the second information from the voice packet, and specify the user identification information paired with the second information obtained.