IP ACD using SIP format
First Claim
Patent Images
1. A method of distributing Internet calls by an automatic contact distributor, such method comprising:
- receiving a Session Initiation Protocol INVITE by the automatic contact distributor from a client;
determining a call type from the Session Initiation Protocol INVITE;
selecting an agent to handle the Internet call based upon the determined call type; and
setting up a call between the selected agent and the client based upon the Session Initiation Protocol INVITE.
24 Assignments
0 Petitions
Accused Products
Abstract
A method and apparatus are provided for distributing Internet calls by an automatic contact distributor. The method includes the steps of receiving a Session Initiation Protocol INVITE by the automatic contact distributor that identifies an Internet call to be established with a client, selecting an agent to handle the Internet call and exchanging call information between the client and the selected agent through a buffer server.
105 Citations
28 Claims
-
1. A method of distributing Internet calls by an automatic contact distributor, such method comprising:
-
receiving a Session Initiation Protocol INVITE by the automatic contact distributor from a client;
determining a call type from the Session Initiation Protocol INVITE;
selecting an agent to handle the Internet call based upon the determined call type; and
setting up a call between the selected agent and the client based upon the Session Initiation Protocol INVITE. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
-
-
11. An automatic contact distributor for distributing Internet calls, such apparatus comprising:
-
means for receiving a Session Initation Protocol INVITE from a client within the automatic contact distributor;
means for determining a call type of the received Session Initiation Protocol INVITE;
means for selecting an agent to handle the Internet call; and
means for exchanging call information between the client and the selected agent. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
-
-
21. An automatic contact distributor for distributing Internet calls, such apparatus comprising:
-
a user agent adapted to receive a Session Initiation Protocol INVITE from a client;
a call typing processor adapted to identify a type of Internet call to be established with the client;
an agent selection application adapted to select an agent to handle the Internet call based upon the call type; and
a proxy server adapted to transfer the Session Initiation Protocol INVITE to the selected agent. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28)
-
Specification