System and method for transmitting information via a call center SIP server

• US 20030058838A1
• Filed: 11/21/2001
• Published: 03/27/2003
• Est. Priority Date: 09/06/2001
• Status: Abandoned Application

• Current Assignee: Alcatel SA (Nokia Corporation)
• Original Assignee: Alcatel SA (Nokia Corporation)
• Inventors: Wengrovitz, Michael
• Application Number:
  US09/990,852
• Publication Number:
  US 20030058838A1
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4878 Advertisement messages
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• 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

Abstract

An enhanced session initiation protocol (SIP) server is located at a call center for generating message bodies to be included within SIP request and/or response messages. A particular message body may provide information to a caller regarding status of a current call. If the call is unauthorized, the message body may further provide the caller with instructions as to the steps that need to be taken to become authorized. If the call is authorized, the message may provide the caller with other personalized information and/or promotional information in addition to the call status message. The SIP server may further compose messages to be transmitted to a call center agent. The SIP messages sent to the call center agent may include the caller'"'"'s profile information for allowing the agent to have the information on hand prior to voice conversation.

Claims

1. An internet protocol (IP) telephony system supporting an IP telephony session, the system comprising:

a calling end-point transmitting a request message for establishing a session with a called end-point;

a display coupled to the calling end-point for displaying information to a calling user;

a data store including information associated with the calling user; and

a routing device coupled to the data store and the calling end-point, the routing device receiving the request message and composing a response message having a message body, the message body being personalized based on information retrieved from the data store, the routing device transmitting the response message to the calling end-point for display of the message body to the calling user.

2. The system of claim 1, wherein the message body includes instructions for the calling user.

3. The system of claim 1, wherein the message body informs the calling user of an approximated waiting time prior to connection with the called end-point.

4. The system of claim 1, wherein the message body is displayed to the calling user while awaiting connection with the called end-point.

5. The system of claim 1, wherein the routing device is a session initiation protocol server located at a call center.

6. The system of claim 1, wherein the information is user profile information.

7. An internet protocol (IP) telephony system supporting a IP telephony session, the system comprising:

a calling end-point transmitting a request message for establishing a session with a called end-point;

a display coupled to the calling end-point for displaying information to a calling user;

a data store including promotional information; and

a routing device coupled to the data store and the calling end-point, the routing device receiving the request message and composing a response message having a message body, the message body including promotional information retrieved from the data store, the routing device transmitting the response message to the calling end-point for display of the message body to the calling user.

8. The system of claim 7, wherein the message body further includes instructions for the calling user.

9. The system of claim 7, wherein the message body further informs the calling user of an approximated waiting time for connection with the called end-point.

10. The system of claim 7, wherein the message body is displayed to the calling user while awaiting connection with the called end-point.

11. The system of claim 7, wherein the message body further includes personal data associated with the calling user.

12. The system of claim 7, wherein the routing device is a session initiation protocol server located at a call center.

13. The system of claim 7, wherein the promotional information is customized based on user profile information.

14. An internet protocol (IP) telephony system supporting a session initiation protocol (SIP), the system comprising:

a calling end-point;

a called end-point;

a display coupled to the called end-point for displaying information to a called user;

a data store including information about a calling user; and

a routing device coupled to the data store for establishing a SIP session between the calling end-point and the called end-point, the routing device receiving a first SIP message from the calling end-point and composing a second SIP message having a message body, the message body including information about the calling user retrieved from the data store, the routing device transmitting the second SIP message to the called end-point for display of the information to the called user.

15. The system of claim 14, wherein the information includes user profile information.

16. The system of claim 14, wherein the routing device is a SIP server located at a call center.

17. The system of claim 14, wherein the called user is a call center agent.

18. A method for establishing an internet protocol telephony session between a calling end-point and a called end-point, the method comprising:

transmitting a request message for establishing a session with the called end-point;

retrieving information of a calling user from a data store;

composing a message in response to the request message, the composed message being personalized based on the retrieved information;

including the composed message in a body of a response message;

transmitting the response message to the calling end-point; and

displaying to the calling user the message included in the body of the response message.

19. The method of claim 18, wherein the message includes instructions for the calling user.

20. The method of claim 18, wherein the message informs the calling user an approximated waiting time for connection with the called end-point.

21. The method of claim 18, wherein the message is displayed to the calling user while awaiting connection with the called end-point.

22. The method of claim 18, wherein the information is user profile information.

23. A method for establishing an internet protocol telephony session between a calling end-point and a called end-point, the method comprising:

transmitting a request message for establishing a session with the called end-point;

composing a message including promotional information in response to the request message;

including the composed message in a body of a response message;

transmitting the response message to the calling end-point; and

displaying to a calling user the message included in the body of the response message.

24. The method of claim 23, wherein the message further includes instructions for the calling user.

25. The method of claim 23, wherein the message further informs the calling user an approximated waiting time for connection with the called end-point.

26. The method of claim 23, wherein the message is displayed to the calling user while awaiting connection with the called end-point.

27. The method of claim 23, wherein the message further includes personal data associated with the calling user.

28. The method of claim 23, wherein the promotional information is customized based on user profile information.

29. A method for establishing a session initiation protocol (SIP) session between a calling end-point and a called end-point, the method comprising:

transmitting a first SIP message for establishing the SIP session with the called end-point;

retrieving information of a calling user from a data store;

composing a message including at least a portion of the retrieved information in response to the request SIP message;

including the composed message in a body of a second SIP message;

transmitting the second SIP message to the called end-point; and

displaying to a called user the message included in the body of the second SIP message.

30. The method of claim 29, wherein the information includes user profile information.

31. The method of claim 29, wherein the called user is a all center agent.