EP-4738806-A2 - MODULAR TECHNOLOGIES FOR SERVICING TELEPHONY SYSTEMS

EP4738806A2EP 4738806 A2EP4738806 A2EP 4738806A2EP-4738806-A2

Abstract

Modular technologies for servicing telephony systems are disclosed herein. An example method includes receiving a user request to service a telephony system of a user, and transmitting a set of available session initiation protocol (SIP) providers to a user computing device for analysis by the user. Responsive to receiving a user input, the example method includes connecting the user computing device to an SIP trunk, connecting to a serviceable call location included in the user request through the SIP trunk, wherein connecting to the serviceable call location initiates a data stream, and executing a servicing task included in the user request. The example method includes recording a portion of the data stream during execution of the servicing task, storing the portion of the data stream, and causing the user computing device to display the portion of the data stream for viewing by the user.

Inventors

Cartwright, Nathan A.
DEREN, Christopher
BURLEIGH, DARIN C.
ROBINSON, MICHAEL ALAN
TOLTZIEN, Matthew
KLEINHEINZ, Andrew

Assignees

CDW LLC

Dates

Publication Date: 20260506
Application Date: 20230405

Claims (15)

A method for servicing telephony systems, the method comprising: receiving, at a task scheduler stored on a central hosting server, a user request including a servicing task and a serviceable call location corresponding to a telephony system of a user, wherein the servicing task includes one or more of: phone number verification, call routing verification, or interactive voice response system functionality testing; generating, by the task scheduler, a servicing job including the servicing task, wherein the servicing job includes instructions that are executable by a task processor to connect to the serviceable call location and perform the servicing task; adding, by the task scheduler, the servicing job to a servicing schedule including an ordered list of servicing tasks; responsive to determining the servicing job is next on the servicing schedule, connecting, by a telephony system servicing application, to the serviceable call location through a session initiation protocol trunk, wherein connecting to the serviceable call location initiates a data stream; and executing, by the task processor, the servicing task included in the servicing job.
The method of claim 1, further comprising: executing, by the task processor, the servicing task included in the user request by interacting with an interactive voice response system utilizing a trained natural language processing algorithm that is included as part of the telephony system of the user.
The method of either claim 1 or claim 2, further comprising: receiving, at the telephony system servicing application, the user request to service the telephony system of the user from a user computing device, wherein the user request includes the servicing task and the serviceable call location corresponding to the telephony system of the user, and wherein the telephony system servicing application utilizes a Software as a service delivery model.
The method of any one of claims 1-3, further comprising: (a) connecting, by the telephony system servicing application, to a respective serviceable call location of a plurality of serviceable call locations included in the telephony system of the user through the session initiation protocol trunk, wherein the user request includes a respective servicing task for each respective serviceable call location; (b) while connected to the respective serviceable call location, executing, by the task processor, the respective servicing task corresponding to the respective serviceable call location; and (c) iteratively performing (a)-(c) until the task processor determines that all respective servicing tasks included in the user request are complete.
The method of any one of claims 1-4, further comprising: simultaneously connecting, by the telephony system servicing application, to each respective serviceable call location of a plurality of serviceable call locations included in the telephony system of the user through the session initiation protocol trunk, wherein simultaneously connecting to each respective serviceable call location initiates a plurality of respective data streams, and the user request includes a respective servicing task for each respective serviceable call location; while simultaneously connected to each respective serviceable call location, executing, by the task processor, each respective servicing task for each respective serviceable call location; and recording, by the task processor, a portion of each respective data stream of the plurality of respective data streams during execution of each respective servicing task.
The method of any one of claims 1-5, further comprising: transmitting, by the telephony system servicing application, a set of available session initiation protocol providers to a user computing device for analysis by the user; receiving a user input indicating a chosen session initiation protocol provider from the set of available session initiation protocol providers; and connecting, by the telephony system servicing application, the user computing device to the session initiation protocol trunk provided by the chosen session initiation protocol provider.
A system for servicing telephony systems, the system comprising: one or more task processors; and one or more memories, storing instructions thereon that, when executed by the one or more task processors, cause the one or more task processors to: receive a user request including a servicing task and a serviceable call location corresponding to a telephony system of a user, wherein the servicing task includes one or more of: phone number verification, call routing verification, or interactive voice response system functionality testing; generate a servicing job including the servicing task, wherein the servicing job includes instructions that are executable by a task processor to connect to the serviceable call location and perform the servicing task; add the servicing job to a servicing schedule including an ordered list of servicing tasks; responsive to determining the servicing job is next on the servicing schedule, connect to the serviceable call location through a session initiation protocol trunk, wherein connecting to the serviceable call location initiates a data stream; and execute the servicing task included in the servicing job.
The system of claim 7, wherein the telephony system of the user includes an interactive voice response system that utilizes a trained natural language processing algorithm.
The system of either claim 7 or claim 8, wherein the instructions, when executed by the one or more task processors, further cause the one or more task processors to: transmit a set of available session initiation protocol providers to a user computing device for analysis by the user; receive a user input indicating a chosen session initiation protocol provider from the set of available session initiation protocol providers; and connect the user computing device to the session initiation protocol trunk provided by the chosen session initiation protocol provider.
The system of any one of claims 7-9, wherein the telephony system of the user includes a plurality of serviceable call locations, the user request includes a respective servicing task for each respective serviceable call location of the plurality of serviceable call locations, and the instructions, when executed by the one or more task processors, further cause the one or more task processors to: (a) connect to a respective serviceable call location of the plurality of serviceable call locations through the session initiation protocol trunk, (b) while connected to the respective serviceable call location, execute the respective servicing task corresponding to the respective serviceable call location, and (c) iteratively perform (a)-(c) until all respective servicing tasks included in the user request are complete.
The system of any one of claims 7-10, wherein the telephony system of the user includes a plurality of serviceable call locations, the user request includes a respective servicing task for each respective serviceable call location of the plurality of serviceable call locations, and the instructions, when executed by the one or more task processors, further cause the one or more task processors to: simultaneously connect to each respective serviceable call location of the plurality of serviceable call locations through the session initiation protocol trunk, wherein simultaneously connecting to each respective serviceable call location initiates a plurality of respective data streams, while simultaneously connected to each respective serviceable call location, execute each respective servicing task for each respective serviceable call location, and record a portion of each respective data stream of the plurality of respective data streams during execution of each respective servicing task.
A tangible machine-readable medium comprising instructions for servicing telephony systems that, when executed, cause a machine to at least: receive a user request including a servicing task and a serviceable call location corresponding to a telephony system of a user, wherein the servicing task includes one or more of: phone number verification, call routing verification, or interactive voice response system functionality testing; generate a servicing job including the servicing task, wherein the servicing job includes instructions that are executable by a task processor to connect to the serviceable call location and perform the servicing task; add the servicing job to a servicing schedule including an ordered list of servicing tasks; responsive to determining the servicing job is next on the servicing schedule, connect to the serviceable call location through a session initiation protocol trunk, wherein connecting to the serviceable call location initiates a data stream; and execute the servicing task included in the servicing job.
The tangible machine-readable medium of claim 12, wherein the instructions, when executed, further cause the machine to at least: transmit a set of available session initiation protocol providers to a user computing device for analysis by the user; receive a user input indicating a chosen session initiation protocol provider from the set of available session initiation protocol providers; and connect the user computing device to the session initiation protocol trunk provided by the chosen session initiation protocol provider.
The tangible machine-readable medium of either claim 12 or claim 13, wherein the telephony system of the user includes a plurality of serviceable call locations, the user request includes a respective servicing task for each respective serviceable call location of the plurality of serviceable call locations, and the instructions, when executed, further cause the machine to at least: (a) connect to a respective serviceable call location of the plurality of serviceable call locations through the session initiation protocol trunk; (b) while connected to the respective serviceable call location, execute the respective servicing task corresponding to the respective serviceable call location; and (c) iteratively perform (a)-(c) until all respective servicing tasks included in the user request are complete.
The tangible machine-readable medium of any one of claims 12-14, wherein the telephony system of the user includes a plurality of serviceable call locations, the user request includes a respective servicing task for each respective serviceable call location of the plurality of serviceable call locations, and the instructions, when executed, further cause the machine to at least: simultaneously connect to each respective serviceable call location of the plurality of serviceable call locations through the session initiation protocol trunk, wherein simultaneously connecting to each respective serviceable call location initiates a plurality of respective data streams; while simultaneously connected to each respective serviceable call location, execute each respective servicing task for each respective serviceable call location; and record a portion of each respective data stream of the plurality of respective data streams during execution of each respective servicing task.

Description

FIELD OF THE DISCLOSURE The present disclosure is generally directed to technologies for servicing telephony systems and, more particularly, to modular technologies for servicing telephony systems. BACKGROUND Today, many businesses rely on customer contact centers or otherwise automated call servicing systems to manage conversations between customers (e.g., patients) and customer representatives. In the modern economic environment, cost-effectively serving and retaining customers is of paramount importance, especially as customer retention is generally less expensive than new customer acquisition. Accordingly, the customer contact center or automated call servicing system is a cornerstone to a successful business strategy. Customer contact centers handle a large amount of interaction between customers (e.g., patients) and companies, through customer representatives. As the cost of a live agent is substantial, many businesses have shifted towards interactive voice response (IVR) technology and, more recently, virtual agents that can help offload the live agent to a simple, straightforward task to improve the efficiency of the call center. Through IVR, the interaction with the customer may be classified into a series of steps, which are delivered to the customer in an automated manner, such as a pre-recorded script or multiple choice menus on a computer screen. Accordingly, certain information (e.g., the desired medical procedure or medical insurance account number, etc.) can be automatically obtained (e.g., via the telephone, a keypad, and/or a computer keyboard) before passing control to a live agent. Virtual agents generally provide a greater set of customer interaction capabilities than IVR to more flexibly accommodate customer requests through a contact center without involving a live agent. More particularly, virtual agents may mimic live agents using scripted rules in conjunction with artificial intelligence (Al) (e.g., natural language processing (NLP) and conversational Al) to provide automated service over the phone or on a webpage. Further, virtual agents may utilize machine learning (ML) to learn from past interactions with customers to generally improve their customer service experience over time. These conventional contact centers and otherwise automated call servicing systems can be complex, and generally require testing and regular servicing to ensure their correct operation. However, owners/operators of such conventional call servicing systems are typically hamstrung when testing and/or servicing is required because there is no efficient manner in which to accomplish the testing and/or servicing. Indeed, even routine maintenance activities, such as phone number verification, cannot be quickly and accurately performed using conventional methods. Such conventional testing/servicing techniques are exorbitantly priced, and allow only a minimal number of users access for testing/servicing at any one time, thereby resulting in significant processing bottlenecks and wait times for later users. As a result, conventional call servicing systems suffer from erratic performances, deleted and/or otherwise uncaptured call data, misdirected and/or otherwise mishandled incoming calls, and a plethora of other issues stemming from this lack of viable testing and servicing techniques. Overall, conventional contact centers and automated call servicing systems provide, at best, limited, and in many instances, erroneous information corresponding to millions of users when not properly tested and regularly serviced. Correspondingly, a major point of emphasis in the telephony industry is accurately and efficiently performing contact center/automated call servicing system testing/servicing, as this poses a substantial challenge for traditional testing/servicing techniques. Accordingly, there is a need for modular technologies for servicing telephony systems that eliminate these processing bottlenecks, and allow individual users access to efficient, reliable testing and servicing of their respective contact center/automated call servicing system to thereby improve the overall quality of automated call service for customers, increase the efficiency of the underlying business as a result of fewer mishandled calls/call data, and to improve the overall customer experience and corresponding customer satisfaction. SUMMARY The embodiments described herein relate to, inter alia, modular technologies for servicing telephony systems. Specifically, the present techniques enable efficient and accurate training/servicing of a telephony system (also referenced herein as a "contact center" or an "automated call servicing system") by connecting a user with available session initiation protocol (SIP) providers, connecting the user computing device to an SIP trunk, and thereafter generating/executing servicing tasks to test/service/train the user's telephony system. The present techniques differ from traditional telephony system testing