Call center system with redundant components and method of operation thereof

• US 9,288,322 B2
• Filed: 04/17/2012
• Issued: 03/15/2016
• Est. Priority Date: 04/18/2011
• Status: Active Grant

• Current Assignee: Zetron Inc. (Codan Ltd.)
• Original Assignee: Zetron Inc. (Codan Ltd.)
• Inventors: Barratt, Nicholas Jerome, Stevens, William M.
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US13/448,908
• Publication Number:
  US 20120263289A1
• Time in Patent Office: 1,428 Days
• Field of Search: 379/265.02, 370/216, 370/349, 370/228
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/406 Rerouting calls between call centers
• CPC Class Codes: H04M 2207/20 hybrid systems
• CPC Class Codes: H04M 3/5116 for emergency applications
• CPC Class Codes: H04M 3/5133 Operator terminal details

Abstract

A method of operation of a call center system includes: providing an operator console having a first interface port and a second interface port; communicating with a local controller, having a primary interface port and a secondary interface port, by the operator console; establishing a redundant communication mode between the operator console and the local controller; and transmitting redundant messages between the operator console and the local controller including transmitting transmission headers having identical content on the first interface port and the second interface port.

Claims

1. A method of operation of a call center system comprising:

providing an operator console having a first interface port and a second interface port;

transmitting a transfer mode message from the first interface port for selecting a redundant mode of transfer;

communicating with a local controller, having a primary interface port and a secondary interface port, by the operator console;

establishing a redundant communication mode between the operator console and the local controller includes accepting a first message, to be received from the primary interface port or the secondary interface port, and disregarding a second message to arrive; and

transmitting redundant messages between the operator console and the local controller including transmitting transmission headers having identical content on the first interface port and the second interface port.

2. The method as claimed in claim 1 further comprising communicating through a network by the operator console including accessing a first network through the first interface port and accessing a second network through the second interface port.

3. The method as claimed in claim 1 wherein transmitting the transmission headers including identifying a message sequence number and a channel identification number in the transmission headers.

4. The method as claimed in claim 1 further comprising:

communicating through a primary interface switch between the primary interface port and the first interface port; and

communicating through a secondary interface switch between the secondary interface port and the second interface port.

5. The method as claimed in claim 1 wherein communicating with the local controller having the primary interface port includes accessing an Ethernet port.

6. A method of operation of a call center system comprising:

providing an operator console having a first interface port and a second interface port;

transmitting a transfer mode message from the first interface port for selecting a redundant mode of transfer including receiving a transfer mode acknowledge message by the operator console;

accessing a network through the operator console by the first interface port and the second interface port including transmitting a first application message;

communicating with a local controller, having a primary interface port and a secondary interface port, through the network by each of the primary interface port and the secondary interface port;

establishing a redundant communication mode between the operator console and the local controller includes accepting a first message, to be received from the primary interface port or the secondary interface port, and disregarding a second message to arrive; and

transmitting redundant messages between the operator console and the local controller including transmitting transmission headers having identical content on the first interface port and the second interface port.

7. The method as claimed in claim 6 wherein accessing the network through the operator console including accessing a first network through the first interface port and accessing a second network through the second interface port.

8. The method as claimed in claim 6 wherein transmitting the transmission headers including identifying a message sequence number and a channel ID in the transmission headers.

9. The method as claimed in claim 6 further comprising:

communicating through a primary interface switch between the primary interface port and the first interface port including establishing a channel ID; and

communicating through a secondary interface switch between the secondary interface port and the second interface port including provisioning the channel ID in traffic traversing the secondary interface switch to match corresponding traffic traversing the primary interface switch.

10. The method as claimed in claim 6 wherein communicating with the local controller having the primary interface port includes accessing an Ethernet port for communicating with the first interface port of the operator console.

11. A call center system comprising:

an operator console having a first interface port and a second interface port including a transfer mode message sent from the first interface port for selecting a redundant mode of transfer; and

a local controller, having a primary interface port and a secondary interface port, for establishing a redundant communication mode between the operator console and the local controller includes a first message to be received from the primary interface port or the secondary interface port accepted and a second message to arrive is disregarded.

12. The system as claimed in claim 11 further comprising a network coupled to the operator console for accessing a first network through the first interface port and accessing a second network through the second interface port.

13. The system as claimed in claim 11 further comprising a primary interface switch, coupled to the first interface port, the second interface port, the primary interface port, and the secondary interface port.

14. The system as claimed in claim 11 further comprising:

a primary interface switch between the primary interface port and the first interface port; and

a secondary interface switch between the secondary interface port and the second interface port.

15. The system as claimed in claim 11 wherein the local controller, having the primary interface port includes the local controller having an Ethernet port.

16. The system as claimed in claim 11 further comprising:

a network coupled to the operator console by the first interface port and the second interface port; and

a local router coupled to the operator console by the network for accessing a wide area network by the redundant communication mode.

17. The system as claimed in claim 16 wherein the network coupled to the operator console includes a first network coupled through the first interface port and a second network coupled through the second interface port.

18. The system as claimed in claim 16 further comprising a comparator in the operator console for validating a message sequence number and a channel ID.

19. The system as claimed in claim 16 further comprising a primary interface switch coupled to the first interface port, the second interface port, the primary interface port, and the secondary interface port includes a routing table in the operator console and the local controller.

20. The system as claimed in claim 16 wherein the local controller, having the primary interface port and the secondary interface port includes the local controller having an primary Ethernet port and an alternate Ethernet port.