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

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Kikinis, Dan
• Primary Examiner(s): Pham, Chi
• Assistant Examiner(s): Philpott, Justin M.
• Application Number:
  US09/927,301
• Publication Number:
  US 20020018464A1
• Time in Patent Office: 1,887 Days
• Field of Search: 370/352, 370/356, 370/395.1, 370/395.31, 370/395.52, 379/221.06, 379/265.01, 379/265.02, 379/265.09, 379/265.11, 379/93.14, 379/93.15, 379/142.07, 379/142.15
• US Class Current: 370/352
• 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 3/42323 PBX's with CTI arrangements
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• 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: H04Q 3/72 Finding out and indicating number of calling subscriber

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.

Claims

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.

2. The system of claim 1 wherein the communication event arrives at the call center from a data packet network.

3. The system of claim 2 wherein the data-packet-network comprises the Internet network.

4. The system of claim 3 wherein the Internet network further connects to a loca area network (LAN) network.

5. The system of claim 1 wherein the CTI server controls routing within the call center.

6. The system of claim 1 wherein the communication events are received from clients of the call center and routed to agents or automated systems at work within the center.

7. A method 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 the steps of:

a) preparing and sending a session initiation protocol (SIP) routing request along with the initiated event by a software-enabled SIP mechanism operable on the workstation by the originator;

b) receiving end processing the SIP-protocol routing request by a software enabled reformatting mechanism in the call center;

c) converting the SIP routing request into non-SW protocol understood by the CTI server by the reformatting mechanism;

d) sending the non-SIP request to the CTI-server for processing and response; and

e) determining a routing for the communication event by the CTI-server.

8. The method of claim 7 wherein the communication event arrives at the call center from a data packet network.

9. The method of claim 8 wherein the data packet network comprises the Internet network.

10. The method of claim 9, wherein the Internet network further connects to a local area network (LAN) network.

11. The method of claim 7 wherein the (CTI) server controls routing within the call center.

12. The method of claim 7 wherein the communication events are received from clients of the call center and routed to agents or automated systems at work within the center.