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Integrating SIP control messaging into existing communication center routing infrastructure

  • US 7,120,141 B2
  • Filed: 08/10/2001
  • Issued: 10/10/2006
  • Est. Priority Date: 09/24/1998
  • Status: Expired
First Claim
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1. A system for routing a communication event in a call center having routing provided by a computer-telephony intergration (CTI) server, the event initiated by an originator at a computerized workstation outside the call center, comprising:

  • a software-enabled session initiation protocol (SIP) mechanism operable on the workstation by the originator to prepare and send an SIP-protocol routing request along with an event initiation; and

    a software enabled reformatting mechanism in the call center receiving and processing the SIP-protocol routing request;

    characterized in that the reformatting mechanism converts the SIP routing request into non-SIP protocol understood by the CTI server, and sends the resulting non-SIP request to the CTI-server for processing and response, and the CTI server determines and returns a routing for the communication event.

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