Call transfer using session initiation protocol (SIP)

• US 20060067309A1
• Filed: 10/24/2005
• Published: 03/30/2006
• Est. Priority Date: 09/24/1998
• Status: Abandoned Application

• Current Assignee: Aleksandr V. Tikin, Vyacheslav I. Zhakov, Vyacheslav V. Sayko
• Original Assignee: Aleksandr V. Tikin, Vyacheslav I. Zhakov, Vyacheslav V. Sayko
• Inventors: Sayko, Vyacheslav V., Tikin, Aleksandr V., Zhakov, Vyacheslav I.
• Application Number:
  US11/257,896
• Publication Number:
  US 20060067309A1
• Time in Patent Office: Days
• US Class Current: 370/352
• 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 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.

2. The system of claim 1 wherein the presence protocol is Session Initiation Protocol.

3. The system of claim 1 wherein the presence protocol is Instant Messaging and Presence Protocol.

4. The system of claim 2 wherein the presence protocol includes Session Advertisement Protocol and Session Description Protocol.

5. The system of claim 1 wherein the routing protocol is T-server protocol.

6. The system of claim 1 wherein the point of transfer is a telephony switch.

7. The system of claim 1 wherein the destination of transfer is a telephony switch.

8. The system of claim 1 wherein the destination of transfer is an IP-capable device in an agent workstation.

9. The system of claim 6 wherein the destination of transfer is an IP-capable device in an agent workstation.

10. The system of claim 1 further comprising a communication server shared by at least two of the multiple communication-center sites.

11. The system of claim 10 wherein the communication server is hosted on one of the Internet, an Ethernet, or on a Virtual Private Network.

12. The system of claim 10 wherein the presence protocol is Session Initiation Protocol.

13. The system of claim 10 wherein the presence protocol is Instant Messaging and Presence Protocol.

14. The system of claim 10 wherein the routing protocol is T-server protocol.

15. The system of claim 10 wherein the point of transfer is a telephony switch.

16. The system of claim 10 wherein the destination of transfer is a telephony switch.

17. The system of claim 10 wherein the destination of transfer is an IP-capable device in an agent workstation.

18. The system of claim 16 wherein the destination of transfer is an IP-capable device in an agent workstation.

19. A method for transferring a telephony communication event from one communication-center site switch to another comprising steps of:

(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.

20. The method of claim 19 wherein in step (a) the event is a COST telephone call and the switch is a CTI-enabled telephony switch.

21. The method of claim 19 wherein in step (b) determination of transfer requirement is established through IVR interaction with the caller.

22. The method of claim 19 wherein in step (c) the presence protocol is Session Initiation Protocol.

23. The method of claim 19 wherein in step (c) the presence protocol is Instant Messaging and Presence Protocol.

24. The method of claim 19 wherein in steps (c) and (d), a request and response interaction also occurs using a routing protocol for exchanging information not handled in the presence protocol request/response interaction.

25. The method of claim 19 wherein the at least one event-handling process is event notification of the event for transfer.

26. The method of claim 19 wherein the at least one event-handling process is the process of reporting availability of an agent representing the final destination for the transferred event.