Session initiation protocol call center

• US 20060101098A1
• Filed: 11/10/2004
• Published: 05/11/2006
• Est. Priority Date: 11/10/2004
• Status: Abandoned Application

• Current Assignee: FMR LLC
• Original Assignee: FMR LLC
• Inventors: Sullivan, Daniel B., Giudice, Salvatore R., Morgan, David P., Erickson, Jon A.
• Application Number:
  US10/985,165
• Publication Number:
  US 20060101098A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• 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: 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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

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.

Claims

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.

2. The method of claim 1 wherein adding information about the user to one or more buddy lists selected from a plurality of buddy lists comprises:

by machine, selecting one or more buddy lists to which to add information about the user.

3. The method of claim 2 wherein the information comprises user profile information.

4. The method of claim 3 wherein user profile information includes one or more of the following:

an address;

an age; and

language skills.

5. The method of claim 1 further comprising:

displaying identification information of the user on displays of subscribers of the selected buddy lists.

6. The method of claim 1 wherein the session initiation protocol message also includes a universal resource locator indicative of a webpage being displayed to the user.

7. The method of claim 6 wherein adding information about the user to one or more buddy lists comprises:

by machine, selecting one or more buddy lists to which to add information about the user based on the universal resource locator in the received message.

8. The method of claim 1 further comprising:

displaying identification information of the user on displays of subscribers of the selected buddy lists.

9. The method of claim 1 further comprising:

receiving at a web server a request from a network device associated with a user for a web page of a web site associated with the customer service center, wherein the web page contains a request for identification information from the user;

automatically transmitting one or more components of a web services user agent to the network device associated with a user in response to the received web page request, 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, the session initiation protocol registration message including identification information entered by the user in response to request for identification information contained in the web page.

10. The method of claim 9 wherein the request for identification information comprises a request for login information.

11. The method of claim 10 wherein the login information comprises a user name and password.

12. The method of claim 9 wherein the session initiation protocol server comprises a session initiation protocol registration server and a session initiation protocol presence server.

13. The method of claim 9 where the web services user agent is further configured to handle session initiation protocol communication following with the session initiation protocol registration message.

14. The method of claim 9 further comprising:

receiving at a web server a request from a network device for a web page of a web site associated with the customer service center;

automatically transmitting one or more components of a web services user agent to the network device associated with the user in response to the received web page request, wherein the web services user agent is configured to automatically generate and transmit a session initiation protocol message to the session initiation protocol server, the session initiation protocol message including a universal resource locator of a webpage loaded in a web browser running on a device associated with the user.

15. The method of claim 14 wherein the web services user agent is further configured to periodically generate and transmit to the session initiation protocol server a session initiation protocol message including a universal resource locator of a webpage loaded in a web browser running on a device associated with the user.

16. The method of claim 15 further comprising:

updating the selected buddy lists with the universal resource locator received in the most recent session initiation protocol message.

17. The method of claim 15 wherein the web services user agent is configured to capture a universal resource locator of a website loaded in a web browser running on a device associated with the user only if the universal resource locator is associated with a web site associated with the customer service center.

18. A method comprising:

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.

19. The method of claim 18 wherein adding information about the user to one or more buddy lists selected from a plurality of buddy lists comprises:

by machine, selecting one or more buddy lists to add information about the user based on the universal resource locator in the received message.

20. The method of claim 18 wherein adding information about the user to one or more buddy lists selected from a plurality of buddy lists comprises:

by machine, retrieving information about the user from a storage device; and

by machine, selecting one or more buddy lists to add information about the user based on the retrieved information.

21. The method of claim 20 wherein the retrieved information comprises user profile information.

22. The method of claim 21 wherein user profile information includes one or more of the following:

an address;

an age; and

language skills.

23. The method of claim 18 further comprising:

subscribing customer service representatives of a customer call center to one or more of the plurality of buddy lists.

24. The method of claim 18 further comprising:

receiving a subsequent session initiation protocol message from a remote session initiation protocol user agent, wherein the message includes 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, updating the one or more selected buddy lists with the universal resource locator in the received subsequent message.

25. A system comprising:

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.

26. The system of claim 25 wherein the session initiation protocol server comprises a session initiation protocol registration server and a session initiation protocol presence server.

27. The system of claim 25 wherein the session initiation protocol server is further configured to retrieve information about the user from a storage device and select one or more buddy lists to add information about the user based on the retrieved information.

28. The system of claim 25 wherein the web service user agent is further configured to capture a universal resource locator of a webpage loaded in a web browser running on a device associated with the user, generate a session initiation protocol message that includes the universal resource locator of the webpage, and transmit the session initiation protocol message to the session initiation protocol server.

29. The system of claim 27 wherein the session initiation protocol server is configured to add the received universal resource locator of the webpage to the selected buddy lists.

30. The system of claim 25 further comprising:

a call controller configured to receive a request from a customer service representative to open a session initiation protocol media session with the user, and, in response, open a media session using a session initiation protocol back-to-back user agent.

31. The system of claim 30 wherein the request from a customer service representative comprises a mouse click on a active area of a graphical user interface.

32. A method for automatically connecting a first session initiation protocol user agent with a second session initiation protocol user agent, the method comprising:

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.

33. The method of claim 32 wherein the set of rules also define a media type for the connection.

34. The method of claim 33 wherein the media type is instant messaging.

35. The method of claim 33 wherein the media type is voice.

36. The method of claim 33 wherein the media type is video.

37. The method of claim 32 wherein the back-to-back user agent is configured to hide a network address of the first session initiation protocol user agent from the second session initiation protocol user agent.

49. The method of claim 33 wherein the media type is video.

38. A method for automatically connecting a first session initiation protocol user agent with a second session initiation protocol user agent, the method comprising:

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.

39. The method of claim 38 wherein the instruction further comprises information specifying a media type for the connection.

40. The method of claim 39 wherein the media type is voice.

41. The method of claim 39 wherein the media type is instant messaging.

42. The method of claim 39 wherein the media type is video.

43. The method of claim 38 wherein the back-to-back user agent is configured to hide a network address of the first session initiation protocol user agent from the second session initiation protocol user agent.

44. The method of claim 38 wherein the external software process comprises a predictive dialer program.

45. A method for automatically connecting a first session initiation protocol user agent with a second session initiation protocol user agent, the method comprising:

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.

46. The method of claim 45 wherein the instruction further comprises information specifying a media type for the connection.

47. The method of claim 46 wherein the media type is voice.

48. The method of claim 46 wherein the media type is instant messaging.

50. The method of claim 45 wherein the back-to-back user agent is configured to hide a network address of the first session initiation protocol user agent from the second session initiation protocol user agent.

51. The method of claim 45 wherein the first session initiation protocol user agent is associated with a customer service representative of a customer service center.

52. The method of claim 51 wherein the second session initiation protocol user agent is associated with a user of the customer service center.

53. The method of claim 52 further comprising:

by machine, generating the instruction in response to receiving an indication that the customer service agent has clicked on an active area associated with the user on a graphical user interface.