Integrating SIP Control Messaging into Existing Communication Center Routing Infrastructure
First Claim
1. A system for routing communication events over a data-packet-network using an IP session initiation protocol (SIP) comprising:
- a server application running on the network for computing and serving routing determinations per request;
a session management application running on the network for initiating and managing routed and established session events;
a parsing application running on the network for parsing request data received under SIP; and
a conversion application running on the network for converting data received under SIP into a routing request;
characterized in that all received communication requests for routing are in the form of the SIP, are parsed and converted into routing requests processed by the server application, and routed to determined destinations, and wherein events are established as session events conducted under the SIP.
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Abstract
A software suite is disclosed for routing communication events over a data-packet-network using an IP session initiation and management protocol. The software suite comprises, a server application running on the network for computing and serving routing determinations per request, a session management application running on the network for initiating and managing routed and established session events, a parsing application running on the network for parsing request data received under session initiation protocol and a conversion application running on the network for converting data received under session initiation protocol into a routing request. All received communication requests for routing are in the form of the session initiation protocol wherein they are parsed and converted into routing requests processed by the server application and routed to determined destinations and wherein events are established as session events conducted under the session initiation and management protocol.
148 Citations
15 Claims
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1. A system for routing communication events over a data-packet-network using an IP session initiation protocol (SIP) comprising:
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a server application running on the network for computing and serving routing determinations per request;
a session management application running on the network for initiating and managing routed and established session events;
a parsing application running on the network for parsing request data received under SIP; and
a conversion application running on the network for converting data received under SIP into a routing request;
characterized in that all received communication requests for routing are in the form of the SIP, are parsed and converted into routing requests processed by the server application, and routed to determined destinations, and wherein events are established as session events conducted under the SIP. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method for intelligent routing of communication events from a source to a destination over a data-packet-network using a session initiation protocol (SIP) comprising:
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(a) receiving a request at a routing point for establishing a session event, the request in the format of the SIP;
(b) parsing the request for body content and header information;
(c) converting the parsed data into a formal routing request of a form generic to a routing determination software;
(d) determining the best destination according to the request and returning the result to the routing point; and
(e) establishing the communication event between the source party and the determined destination under the SIP. - View Dependent Claims (8, 9, 10, 11, 12, 13, 14, 15)
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Specification