Call transfer using session initiation protocol (SIP)
First Claim
1. A system for providing communication event routing and transfer capability in a multi-site communication-center environment comprising:
- a presence protocol application;
a routing application;
a point of transfer on a network; and
a destination of transfer on the same or connected network;
characterized in that the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and wherein the presence protocol performs at least one event-handling process normally performed by the routing application.
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Accused Products
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.
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Citations
26 Claims
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1. A system for providing communication event routing and transfer capability in a multi-site communication-center environment comprising:
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a presence protocol application;
a routing application;
a point of transfer on a network; and
a destination of transfer on the same or connected network;
characterized in that the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and wherein the presence protocol performs at least one event-handling process normally performed by the routing application. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A method for transferring a telephony communication event from one communication-center site switch to another comprising steps of:
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(a) receiving an event at a first telephony switch at a first site;
(b) determining that the event requires transfer to a second identified telephony switch at the location of a second site;
(c) sending a request in the form of a presence protocol message to a processor controlling the switch at the second site;
(d) receiving at a processor controlling the switch at the first site a response in the form of a presence protocol message giving permission for the transfer; and
(e) executing the call transfer. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26)
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Specification