Session initiation protocol call center
First Claim
Patent Images
1. A method comprising:
- receiving at a server associated with a customer service center a session initiation protocol message from a session initiation protocol user agent, the session initiation protocol message including identification information of a user associated with the session initiation protocol user agent; and
by machine, adding information about the user to one or more buddy lists that are subscribed to by customer service representatives of the customer service center.
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Accused Products
Abstract
A customer service center or other facility receives session imitation protocol (SIP) messages transmitted from a web services user agent on behalf of a user network device. The customer service center is equipped with a session initiation protocol-enabled presence server that retrieves information about a SIP registered user, and adds information about the user (e.g., the user'"'"'s name) on selected buddy lists subscribed to by customer service representatives. Customer service representatives are able to establish SIP media sessions with users appearing on their buddy lists by, for example, clicking on the user'"'"'s name.
89 Citations
53 Claims
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1. A method comprising:
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receiving at a server associated with a customer service center a session initiation protocol message from a session initiation protocol user agent, the session initiation protocol message including identification information of a user associated with the session initiation protocol user agent; and
by machine, adding information about the user to one or more buddy lists that are subscribed to by customer service representatives of the customer service center. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A method comprising:
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receiving a session initiation protocol message from a remote session initiation protocol user agent, wherein the message includes identification information of a user and a universal resource locator of a webpage that has been loaded into a web browser running on a device associated with the user; and
by machine, adding information about the user to one or more buddy lists selected from a plurality of buddy lists. - View Dependent Claims (19, 20, 21, 22, 23, 24)
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25. A system comprising:
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a session initiation protocol server associated with a customer service center, wherein the session initiation protocol server is configured to receive a session initiation protocol registration message from a user and, in response, add information about the user to one or more buddy lists selected from a plurality of buddy lists subscribed to by customer service representatives of the customer service center; and
a web services user agent associated with a user device, wherein the web services user agent is configured to automatically generate and transmit a session initiation protocol registration message to the session initiation protocol server. - View Dependent Claims (26, 27, 28, 29, 30, 31)
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32. A method for automatically connecting a first session initiation protocol user agent with a second session initiation protocol user agent, the method comprising:
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by machine, determining that the first session initiation protocol user agent should be connected to the second session initiation protocol user agent based on a set of rules that define when a first session initiation protocol user agent should be connected to a second session initiation protocol user agent without a request to connect from either the first or second session initiation protocol user agent; and
by machine, connecting the first and second session initiation protocol user agents using a session initiation protocol back-to-back user agent. - View Dependent Claims (33, 34, 35, 36, 37, 49)
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38. A method for automatically connecting a first session initiation protocol user agent with a second session initiation protocol user agent, the method comprising:
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receiving an instruction from an external software process through an application programming interface to connect a first session initiation protocol user agent with a second session initiation protocol user agent; and
by machine, connecting the first and second session initiation protocol user agents using a session initiation protocol back-to-back user agent. - View Dependent Claims (39, 40, 41, 42, 43, 44)
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45. A method for automatically connecting a first session initiation protocol user agent with a second session initiation protocol user agent, the method comprising:
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receiving an instruction from the first session initiation protocol user agent to connect the first session initiation protocol user agent with a second session initiation protocol user agent; and
by machine, connecting the first and second session initiation protocol user agents using a session initiation protocol back-to-back user agent. - View Dependent Claims (46, 47, 48, 50, 51, 52, 53)
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Specification