Contact control using state machine
First Claim
1. A method of processing a call with a client within an automatic contact distributor system, such method comprising the step of:
- providing a user agent application within a terminal of an agent of the automatic contact distributor system that functions as an interface for exchanging SIP commands;
providing an agent state machine within the terminal of the agent that controls a plurality of call states of a connection of the call between the client and the agent where the agent state machine is different than the user agent application;
receiving a SIP INVITE by the user agent application from an automatic contact distributor of the automatic contact distribution system transferring the call from the automatic contact distributor to the agent; and
depicting a state of the plurality of states of the call on a display of the terminal based upon a logical state of the state machine.
23 Assignments
0 Petitions
Accused Products
Abstract
A method and apparatus are provided for processing a call with a client within an automatic contact distributor system. The method includes the step of providing a user agent application within a terminal of an agent of the automatic contact distributor system that functions as an interface for exchanging SIP commands and providing an agent state machine within the terminal of the agent that controls a plurality of call states of a connection of the call between the client and the agent where the agent state machine is different than the user agent application. The method further includes the steps of receiving a SIP INVITE by the user agent application from an automatic contact distributor of the automatic contact distribution system transferring the call from the automatic contact distributor to the agent and depicting a state of the plurality of states of the call on a display of the terminal based upon a logical state of the state machine.
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Citations
72 Claims
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1. A method of processing a call with a client within an automatic contact distributor system, such method comprising the step of:
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providing a user agent application within a terminal of an agent of the automatic contact distributor system that functions as an interface for exchanging SIP commands;
providing an agent state machine within the terminal of the agent that controls a plurality of call states of a connection of the call between the client and the agent where the agent state machine is different than the user agent application;
receiving a SIP INVITE by the user agent application from an automatic contact distributor of the automatic contact distribution system transferring the call from the automatic contact distributor to the agent; and
depicting a state of the plurality of states of the call on a display of the terminal based upon a logical state of the state machine. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38)
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39. An apparatus for processing a call with a client within an automatic contact distributor system, such apparatus comprising:
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a user agent application within a terminal of an agent of the automatic contact distributor system that functions as an interface for exchanging SIP commands;
an agent state machine that controls a plurality of call states of a connection of the call between the client and the agent where the means for controlling is different than the user agent application;
a user agent application that receives a SIP INVITE by the user agent application from an automatic contact distributor of the automatic contact distribution system transferring the call from the automatic contact distributor to the agent; and
a user interface that depicts a state of the plurality of states of the call on a display of the terminal based upon a logical state of the state machine. - View Dependent Claims (40, 41, 42, 43, 44, 45, 46, 47, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71)
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72. A method of interfacing an agent of an automatic call distributor with the automatic call distributor and clients of the automatic call distributor, such method comprising the step of:
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providing a user agent for exchanging SIP commands with the automatic call distributor and clients of the automatic call distributor;
receiving a SIP INVITE from the automatic call distributor transferring a call from a client of the automatic call distributor to the agent;
providing a graphical user interface for use by the agent in controlling the call under SIP.
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Specification