WebRTC Call Transfer via Mediator Server
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Solution Overview
Problem
Existing WebRTC call systems face challenges such as vulnerability to denial-of-service events, difficulty in authenticating toll-free callers, and the need for providers to track and bill WebRTC calls, as well as managing call transfers between contact center agents.
Innovation Solution
A system that includes a contact center services system configured to communicate with a customer web server, using a WebRTC access server in the public network and a WebRTC backend system in a private provider network, to manage WebRTC calls, authenticate users, track call sessions, and transfer calls between agents while preventing denial-of-service events and enabling billing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If WebRTC calls are delivered directly over the public network, then call establishment speed is improved, but vulnerability to denial-of-service events increases
Solution Approach 1:
The patent introduces a WebRTC access server as an intermediary component between the public network and the private provider network. This server acts as a controlled entry point that mediates WebRTC call traffic, allowing calls to be established quickly while preventing unauthorized or malicious traffic from reaching the internal contact center services system, thus resolving the contradiction between speed and reliability
2Reliability
If toll-free caller authentication is implemented, then service security is improved, but authentication difficulty increases
Solution Approach 1:
The patent enables toll-free callers to authenticate themselves through self-service mechanisms using information already available to them, such as account credentials or verification codes sent to their devices. This approach improves service security by verifying caller identity while minimizing authentication difficulty by using familiar, user-friendly methods that do not require complex procedures
3Adaptability or versatility
If call transfer functionality is added to WebRTC system, then service versatility is improved, but system complexity increases
Solution Approach 1:
The patent implements call transfer functionality by extending the existing WebRTC access server to handle multiple call control operations (establishment, transfer, termination) through a unified interface. This allows the system to provide versatile call management capabilities including transferring calls between contact center agents or to external telephone numbers while maintaining relatively simple system architecture by avoiding the need for separate specialized components for each function
Data Source
AI summary
A system may include a contact center services system configured to connect a Web Real-Time Communication (WebRTC) call to a first contact center agent and a server device configured to provide a first interface to the first contact center agent; receive a transfer request from the first contact center agent via the first interface; and send an instruction, to the contact center services system, to transfer the WebRTC call to a second contact center agent, in response to receiving the transfer request. The contact center services system may connect the WebRTC call with the second contact center agent based on the received instruction and may provide, to the server device, an indication that the connection with the second contact center agent has been made. The server device may provide a second agent interface to the second contact center agent, in response to receiving the indication.