Call transfer using session initiation protocol (SIP)

• US 10,148,820 B2
• Filed: 10/16/2017
• Issued: 12/04/2018
• Est. Priority Date: 06/17/2002
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Zhakov, Vyacheslav I., Sayko, Vyacheslav V., Tikin, Aleksandr V.
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US15/785,049
• Publication Number:
  US 20180041636A1
• Time in Patent Office: 414 Days
• CPC Class Codes: H04L 65/1043 Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04L 67/63 Routing a service request depending on the request content or context
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/42374 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/0075 Details of addressing, directories or routing tables
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network to a destination of transfer on the same or connected network. In a preferred use the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and the presence protocol enables at least one event-handling process normally performed by the routing application.

Claims

1. A system for routing communication events for a customer contact center comprising:

a processor; and

a memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to;

receive a first message from a first server in response to a communication event being detected by the first server, wherein the first message includes data for routing the communication event, the first message adhering to a first communication protocol;

receive a second message from a second server separate from the first server, in response to the communication event being detected by the first server, wherein the second message includes a request for agent availability for handling the communication event, the second message adhering to a second communication protocol different from the first communication protocol;

concurrently process the first and second messages for determining whether to allow transfer of the communication event from the first server;

transmit a first response and a second response to respectively the first and second servers in response to the processing; and

receive a transfer of the communication event in response to transmitting the first and second responses.

2. The system of claim 1, wherein the first communication protocol is a non-standard based protocol and the second communication protocol is a standards-based protocol.

3. The system of claim 2, wherein the standards-based protocol is a session initiation protocol (SIP).

4. The system of claim 3, wherein the second message that adheres to SIP includes parameters concerning requested call initiation procedures and permission for transferring the communication event.

5. The system of claim 3, wherein the second message is configured to prompt a SIP-based response indicative as to whether transfer is permitted.

6. The system of claim 1, wherein the first and second responses are indicative that transfer is allowed.

7. The system of claim 2, wherein the standards-based protocol is an instant messaging and presence protocol (IMPP).

8. The system of claim 1, wherein the first and second messages each include an identifier associated with the communication event.

9. The system of claim 8 wherein the instructions further cause the processor to match the identifier included in the first and second messages for identifying the corresponding communication event.

10. The system of claim 1, wherein the second message is configured to be sent via a first data link and the first message is configured to be sent via a second data link different from the first data link.

11. The system of claim 1, wherein the first response is according to the first communication protocol and the second response is according to the second communication protocol.

12. The system of claim 1, wherein the instructions further cause the processor to forward a portion of the data for routing the communication event to an agent device for display thereon.

13. The system of claim 1, wherein the processor is further configured to exchange signaling data with the second server for establishing a data communication session.

14. The system of claim 1, wherein the data for routing the communication event is devoid of requirements for requesting agent availability information.

15. A method for routing communication events for a customer contact center comprising:

receiving, by a processor, a first message from a first server in response to a communication event being detected by the first server, wherein the first message includes data for routing the communication event, the first message adhering to a first communication protocol;

receiving, by the processor, a second message from a second server separate from the first server, in response to the communication event being detected by the first server, wherein the second message includes a request for agent availability for handling the communication event, the second message adhering to a second communication protocol different from the first communication protocol;

concurrently processing, by the processor, the first and second messages for determining whether to allow transfer of the communication event from the first server;

transmitting, by the processor, a first response and a second response to respectively the first and second servers in response to the processing; and

receiving, by the processor, a transfer of the communication event in response to transmitting the first and second responses.

16. The method of claim 15, wherein the first communication protocol is a non-standard based protocol and the second communication protocol is a standards-based protocol.

17. The method of claim 15, wherein the standards-based protocol is a session initiation protocol (SIP).

18. The method of claim 17, wherein the second message that adheres to SIP includes parameters concerning requested call initiation procedures and permission for transferring the event.

19. The method of claim 17, wherein the second message prompts a SIP-based response indicating whether transfer is permitted.

20. The method of claim 15, wherein the first and second responses are indicative that transfer is allowed.

21. The method of claim 16, wherein the standards-based protocol is an instant messaging and presence protocol (IMPP).

22. The method of claim 15, wherein the first and second messages each includes an identifier associated with the communication event.

23. The method of claim 22 further comprising matching the identifier included in the first and second messages for identifying the corresponding communication event.

24. The method of claim 15, wherein the second message is configured to be sent via a first data link and the first message is configured to be sent via a second data link different from the first data link.

25. The method of claim 15, wherein the first response is according to the first communication protocol and the second response is according to the second communication protocol.

26. The method of claim 15 further comprising forwarding a portion of the data for routing the communication event to an agent device for display thereon.

27. The method of claim 15 further comprising exchanging signaling data with the second server for establishing a data communication session.

28. The method of claim 15, wherein the data for routing the communication event is devoid of requirements for requesting agent availability information.