VoiceXML Gateway Segmentation for Scalable Call Control
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Call centers face challenges in providing scalable and cost-effective solutions for high-quality service as they handle increasing call volumes and need to integrate new technologies, while existing centralized call control systems are evolving towards distributed architectures, requiring increased automation and integration of telephone company operator and call center services.
Innovation Solution
A VoiceXML network gateway that provides an open, scalable framework for integrating advanced network call control, speech recognition, and agent-backed services, allowing seamless call context information transfer and multi-level security, enabling the connection of legacy and next-generation networks with real-time service management and support for multi-party conferencing, and enabling users to introduce new services without replacing existing infrastructure.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If centralized call control applications are used, then system integration is simplified, but scalability and adaptability to new technologies are limited
Solution Approach 1:
The patent segments the call control system into distributed intelligent agents that operate independently across the network. Each agent handles specific call control functions locally, enabling the system to scale by adding individual agents rather than redesigning the entire centralized architecture. This segmentation allows easy integration of new technologies by deploying new agents without affecting existing system components.
2Productivity
If call centers handle increasing volumes of incoming calls, then service coverage is improved, but system scalability and integration capability are challenged
Solution Approach 1:
The intelligent agents in the patent are designed with universal interfaces that can handle multiple call control functions and integrate with various communication technologies. This multi-functionality allows the system to scale from handling a small number of calls to managing high-volume traffic while maintaining the ability to integrate new communication protocols and technologies through standardized agent interfaces.
3Adaptability or versatility
If VoiceXML network gateway is implemented, then integration of advanced services is enabled, but network infrastructure complexity increases
Solution Approach 1:
The VoiceXML network gateway acts as an intermediary layer between the existing network infrastructure and advanced services. It provides standardized interfaces that simplify the integration of speech recognition, call control, and other advanced services without requiring direct modifications to the underlying network infrastructure. This mediator approach enables service integration while shielding the complexity from the network core.
4Adaptability or versatility
If distributed architecture is adopted, then scalability and technology integration are improved, but system reliability and stability may be compromised
Solution Approach 1:
The distributed intelligent agents implement feedback mechanisms that monitor system state, call routing status, and resource availability in real-time. This feedback enables dynamic load balancing and failover capabilities, where agents can detect failures in other parts of the distributed system and automatically redirect traffic to maintain service reliability. The feedback loops ensure that distributed architecture maintains stability while enabling technology integration.
Data Source
AI summary
A system (10) for controlling telecommunications calls includes a voice XML network gateway (12) including a voice interpreter module (20) and a call center server module (28) association with a telecommunications switch (58). The voice interpreter module (20) receives voice telecommunications signals, and the call center server module (28) receives call center telecommunications data signals. Interpreting circuitry (22, 24) interprets the voice telecommunications signals using the voice interpreter module in association speech recognition application (s) (16). Call center service providing (18) means provides call center service in response to the call center telecommunications data signals in association with call center application program(s). Control circuitry (26) associated with the telecommunications network server (12) controls the interpreting circuitry (20) and the call center providing means (28) in response to the flow of telecommunications calls from the telecommunications switch (58) according to the capabilities of the at least one speech recognition application (16) and the at least one call center application program (18).