VOP Automatic Call Distribution Without PBX
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Customers desire automatic call distribution functionality traditionally offered by PBX systems in circuit-based PSTN environments but not available in packet-based VOP environments, without the need for a costly PBX system that can operate in both environments.
Innovation Solution
A system and method for automatically routing calls in a VOP environment using an on-site device that monitors packet-based data streams, identifies voice communications, determines target recipients, and routes packets accordingly, without relying on a private branch exchange (PBX).
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a PBX system is used to provide automatic call distribution functionality, then call routing capabilities are improved, but system cost and complexity increase significantly
Solution Approach 1:
The patent extracts the automatic call distribution functionality from the complex PBX system and implements it as a separate software application running on general-purpose computing devices. This separation allows the ACD functionality to be provided without requiring the entire PBX infrastructure, thereby reducing system complexity while maintaining the desired call routing capabilities.
Solution Approach 2:
The patent utilizes general-purpose computing devices that can perform multiple functions, including but not limited to automatic call distribution. By running ACD software on standard servers or computers rather than dedicated PBX hardware, the system achieves multi-functionality and reduces the need for specialized equipment, thereby lowering complexity and cost.
2Adaptability or versatility
If a PBX system capable of operating in both circuit-based and packet-based networks is used, then compatibility is improved, but system cost increases
Solution Approach 1:
The patent introduces software components and protocols that act as intermediaries between packet-based networks and traditional circuit-based telephony systems. This allows the ACD system to operate in packet-based environments while maintaining compatibility with traditional telephone networks, eliminating the need for expensive dual-environment PBX systems.
Solution Approach 2:
The patent changes the operational parameters of the ACD system to function natively in packet-based networks using Voice over Packet protocols. By adapting the system to operate in the packet-based domain rather than attempting to bridge both circuit and packet networks, the solution reduces cost while maintaining necessary compatibility through protocol conversion at the network edge.
3Reliability
If traditional PSTN service is used, then regulatory compliance and service reliability are improved, but service cost increases
Solution Approach 1:
The patent enables customers to provide their own automatic call distribution service through software running on their own infrastructure. This self-service approach eliminates the need to pay premium prices for traditional PSTN-based ACD services while maintaining reliability through proper system design and redundancy measures implemented in the software.
Data Source
AI summary
A system for automatically routing calls in a voice-over-packet (VOP) environment at a customer's premises without using a private branch exchange (PBX) is provided. One embodiment of the system includes a VOP-signal monitoring component that can monitor an incoming packet-based data stream to identify VOP data that is associated with one or more voice communications, a packet-identification component that can identify packets that make up a communications stream, a destination-determination component that can identify a first target device that should receive the packets identified to make up the communications stream; and a routing component that can direct the packets to the first target device.