Contact identifier for message types

• US 7,460,651 B2
• Filed: 12/16/2002
• Issued: 12/02/2008
• Est. Priority Date: 12/16/2002
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Rockwell Electronic Commerce Corporation (Rockwell International Corporation)
• Inventors: Hollatz, Mike, Peters, Mike, Wesen, Dave, Dezonno, Anthony, Saleh, Nayel, James, Eric, Funck, David, Hodson, Jeff, Beckstrom, Robert, Mosquera, Dave, Bonifazi, Carlo, Sheridan, Mike, Moser, Mary Ellen
• Primary Examiner(s): Tsang; Fan
• Assistant Examiner(s): SING, SIMON P
• Application Number:
  US10/320,002
• Publication Number:
  US 20040114573A1
• Time in Patent Office: 2,178 Days
• Field of Search: 379/265.13, 379/266.02, 379/88.17, 370/352
• US Class Current: 379/88.17
• CPC Class Codes: H04L 12/56 Packet switching systems

Abstract

A method and apparatus are provided for routing a plurality of different types of Internet messages within a host to a plurality of agents. The method includes the steps of determining the message type of each of the plurality of different types of Internet messages and inserting a message type identifier into a packet of each message type of the plurality of different message types. The method further includes the steps of routing the packets to an Internet message distributor and distributing the messages within the Internet message distributor to the plurality of agents based upon the inserted message type identifier.

Claims

1. A method of routing a plurality of different types of incoming Internet packetized messages within a host to a plurality of agents, such method comprising the steps of:

determining the message type of each of the plurality of different types of incoming Internet packetized messages arriving at the host from an Internet;

inserting a message type identifier which identifies media type of the incoming message into a pre-existing packet of each message type of the plurality of different message types;

routing the packets to an Internet message distributor; and

distributing the messages within the Internet message distributor to the plurality of agents based upon the inserted message type identifier.

2. The method of routing messages as in claim 1 wherein the plurality of different types of Internet messages further comprises a voice over Internet protocol (VoIP) message.

3. The method of routing messages as in claim 1 wherein the plurality of different types of Internet messages further comprises at least one of a facsimile transmission message, a video message and an e-mail.

4. The method of routing messages as in claim 1 further comprising receiving the incoming message at a plurality of dedicated ports each having at least one unique IP address, and at least one port of the plurality of ports dedicated to each different type of incoming message.

5. The method of routing messages as in claim 4 further comprising associating a packet processor with each respective port, each packet processor adapted to analyze each Internet message received to verify each message as being intended for the respective port and to insert the message type identifier.

6. The method of routing messages as in claim 1 further comprising providing a respective server within the host for each of the plurality of different types of messages.

7. The method of routing messages as in claim 1 wherein the step of inserting a message type identifier into a packet of each message type of the plurality of different message types further comprises encapsulating the message type indentifier and a packet of each message of each message type into a larger packet and preserving an original destination IP address.

8. The method of routing messages as in claim 1 wherein the step of encapsulating the message type indentifier and a packet of each message of each message type into a larger packet further comprises using Generic Routing Encapsulation.

9. The method of routing messages as in claim 1 wherein the step of inserting a message type identifier into a packet of each message type of the plurality of different message types further comprises including a prefix identifying a particular transmission format.

10. The method of routing messages as in claim 1 wherein the step of inserting a message type identifier into a packet of each message type of the plurality of different message types further comprises including a suffix identifying a message type under the particular transmission format.

11. An apparatus for routing a plurality of different types of incoming Internet packetized messages within a host to a plurality of agents, such apparatus comprising:

means for determining the message type of each of the plurality of different types of incoming Internet packetized messages arriving at the host from the Internet;

means for inserting a message type identifier which identifies media type of the incoming message into a pre-existing packet of each message type of the plurality of different message types;

means for routing the packets to an Internet message distributor; and

means for distributing the messages within the Internet message distributor to the plurality of agents based upon the inserted message type identifier.

12. The apparatus for routing messages as in claim 11 wherein the plurality of different types of Internet messages further comprises a voice over Internet protocol (VoIP) message.

13. The apparatus for routing messages as in claim 11 wherein the plurality of different types of Internet messages further comprises at least one of a facsimile transmission message and a video message.

14. The apparatus for routing messages as in claim 11 wherein the means for determining the message types further comprises a plurality of dedicated ports, each for receiving a different type of message based upon IP addresses, and wherein at least one of the ports has multiple IP addresses and is dedicated to one message type.

15. The apparatus for routing messages as in claim 11 wherein the plurality of different types of Internet messages further comprises e-mail.

16. The apparatus for routing messages as in claim 11 further comprising means for providing a respective server within the host for each of the plurality of different types of messages.

17. The apparatus for routing messages as in claim 11 wherein the means for inserting a message type identifier into a packet of each message type of the plurality of different message types further comprises means for encapsulating the message type indentifier and a packet of each message of each message type into a larger packet, and wherein a selected agent of the plurality of agents communicates directly over an Internet with a caller by using information in the message packets encapsulated by the means for encapsulating.

18. The apparatus for routing messages as in claim 11 wherein the means for encapsulating the message type identifier and a packet of each message of each message type into a larger packet further comprises means for using Generic Routing Encapsulation.

19. The apparatus for routing messages as in claim 11 wherein the means for inserting a message type identifier into a packet of each message type of the plurality of different message types further comprises means for including a prefix identifying a particular transmission format.

20. The apparatus for routing messages as in claim 11 wherein the means for inserting a message type identifier into a packet of each message type of the plurality of different message types further comprises means for including a suffix identifying a message type under the particular transmission format.

21. An apparatus for routing a plurality of different types of incoming Internet packetized messages within a host to a plurality of agents, such apparatus comprising:

a plurality of dedicated ports each having at least one IP address, and each dedicated to receiving a different message type based upon the IP address;

a packet processor associated with each dedicated port adapted to insert a message type identifier which identifies a message type of the incoming message into a pre-existing packet of each message type of the plurality of different message types; and

an Internet message distributor adapted to distribute the messages within the Internet message distributor to the plurality of agents based upon the inserted message type identifier.

22. The apparatus for routing messages as in claim 21 wherein the plurality of different types of Internet messages further comprises a voice over Internet protocol (VoIP) message.

23. The apparatus for routing messages as in claim 21 wherein the plurality of different types of Internet messages further comprises a facsimile transmission message.

24. The apparatus for routing messages as in claim 21 wherein the plurality of different types of Internet messages further comprises a video message.

25. The apparatus for routing messages as in claim 21 wherein session information is exchanged to define a set of code plugs for use in exchange of message packets during respective message sessions between a selected agent and a caller.

26. A method of routing a plurality of different types of incoming Internet packetized messages arriving at an Internet message center, such method comprising the steps of:

providing a respective server for each type message of the plurality of different types of incoming packetized messages received at the Internet message center;

routing each type of incoming message arriving at the message center to the respective server of the message type;

inserting using the respective server a message type identifier which identifies a media type of the incoming message into a pre-existing packet of the message;

routing the packets to a message distributor of the plurality of different types of messages; and

distributing the messages within the message distributor based upon the message identifier.