Call tracking using SIP presence mechanism

• US 7,668,303 B2
• Filed: 08/31/2004
• Issued: 02/23/2010
• Est. Priority Date: 08/31/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Hodson, Jeffrey, Steinlicht, Joseph, Hollatz, Mike, Peters, Michael
• Primary Examiner(s): Nguyen; Quynh H
• Application Number:
  US10/930,999
• Publication Number:
  US 20060045255A1
• Time in Patent Office: 2,002 Days
• Field of Search: 379/201.01, 379/265.02, 709/227, 370/259
• US Class Current: 379/201.01
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/234 for tracking messages
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04M 2203/4509 Unified messaging with single point of access to voicemail and other mail or messaging systems unified messaging in packet switching networks H04L51/56
• 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

Abstract

A method and apparatus are provided for processing a call within an automatic contact distributor between a caller of the call and the automatic contact distributor. The method includes the steps of assigning a call identifier to the call when it arrives at the automatic contact distributor and transferring a call registration message from a resource of the automatic contact distributor to a tracking server of the automatic call distributor to register a presence of the call at the resource using the assigned call identifier.

Claims

1. A method of processing a call within an automatic contact distributor between a caller of the call and the automatic contact distributor, such method comprising the steps of:

assigning a call identifier to the call when it arrives at the automatic contact distributor and defining the call as a Session Initiation Protocol (SIP) presentity; and

transferring a SIP REGISTER message for the call including the assigned call identifier from a resource of the automatic contact distributor to a tracking server of the automatic contact distributor when the call arrives at the resource to register at the tracking server the SIP presentity of the call at the resource using the assigned call identifier and transferring at least one further SIP REGISTER message identified with the call using the call identifier to the tracking server upon the occurrence of a predetermined call related event, and appending information associated with the predetermined event and an identifier of an application that services the call to the further SIP REGISTER message to permit tracking progress of the call.

2. The method of processing the call as in claim 1 further comprising the tracking server sequentially collecting the identifier of each application that services the call during a call session.

3. The method of processing the call as in claim 1 further comprising periodically sending a message requesting content of any presence message received by the tracking server regarding the call.

4. The method of processing the call as in claim 3 further comprising routing the call to a queue and periodically transferring register messages to the tracking server while the call is in the queue.

5. The method of processing the call as in claim 4 wherein the predetermined event further comprises detection of information provided by a caller of the call.

6. The method of processing the call as in claim 4 wherein the predetermined event further comprises termination of the call.

7. The method of processing the call as in claim 4 wherein the predetermined event further comprises passage of a predetermined time period.

8. The method of processing the call as in claim 4 further comprising using the tracking server to track progress and disposition of the call.

9. The method of processing the call as in claim 1 further comprising transferring the registration message from the tracking server to a router of the automatic call distributor.

10. Apparatus for processing a call within an automatic contact distributor between a caller of the call and the automatic contact distributor, such comprising:

means for assigning a call identifier to the call when it arrives at the automatic contact distributor and means for defining a tracking server as a Session Initiation Protocol presentity;

means for transferring a call registration message including the assigned call identifier from a resource of the automatic contact distributor to the tracking server of the automatic contact distributor to register to the tracking server a presence of the call at the resource when the call arrives at the resource using the assigned call identifier; and

means for transferring a further registration message for the call to the tracking server upon occurrence of a predetermined call related event, and for appending at least one descriptor of the predetermined call related event and an identifier of an application that services the call to the further registration message to permit tracking progress of the call.

11. The apparatus for processing the call as in claim 10 further comprising means for periodically sending a message requesting content of any presence message received by the tracking server regarding the call.

12. The apparatus for processing the call as in claim 10 further comprising means for routing the call to a queue and periodically transferring register messages to the tracking server while the call is in the queue.

13. The apparatus for processing the call as in claim 10 wherein the predetermined event further comprises detection of information provided by a caller of the call.

14. The apparatus for processing the call as in claim 10 wherein the predetermined event further comprises termination of the call.

15. The apparatus for processing the call as in claim 10 wherein the predetermined event further comprises passage of a predetermined time period.

16. The apparatus for processing the call as in claim 10 further comprising means for using the tracking server to track progress and disposition of the call.

17. The apparatus for processing the call as in claim 10 further comprising means for transferring the registration message from the tracking server to a router of the automatic call distributor.

18. Apparatus for processing a call within an automatic contact distributor between a caller of the call and the automatic contact distributor, such comprising:

a router of the automatic contact distributor configured to assign a call identifier to the call when it arrives at the automatic contact distributor;

a tracking server of the automatic contact distributor defined as a Session Initiation Protocol presentity configured to receive a call registration message including the assigned call identifier from a resource of the automatic contact distributor to register at the tracking server a presence of the call at the resource using the assigned call identifier including a user agent configured to transfer the registration message to the tracking server when the call arrives at the resource; and

a resource server configured to transfer a call registration message for the call to the tracking server upon occurrence of a predetermined call related event, and an encoder configured to append a descriptor of the predetermined call related event, and an identifier of an application that services the call to the call registration message to permit tracking progress of the call.

19. The apparatus for processing the call as in claim 18 further comprising the tracking server sequentially collecting the identifier of each application that services the call during a call session.

20. The apparatus for processing the call as in claim 18 further comprising a module adapted to periodically send a message requesting content of any presence message received by the tracking server regarding the call.

21. The apparatus for processing the call as in claim 18 further comprising a server adapted to route the call to a queue and periodically transfer register messages to the tracking server while the call is in the queue.

22. The apparatus for processing the call as in claim 21 wherein the predetermined event further comprises detection of information provided by a caller of the call.

23. The apparatus for processing the call as in claim 21 wherein the predetermined event further comprises termination of the call.

24. The apparatus for processing the call as in claim 21 wherein the predetermined event further comprises passage of a predetermined time period.

25. The apparatus for processing the call as in claim 18 further comprising a module configured to use the tracking server to track progress and disposition of the call.

26. The apparatus for processing the call as in claim 18 further comprising a notification processor configured to transfer the registration message from the tracking server to a router of the automatic call distributor.

27. A method of processing a call within a communication system between a caller of the call and a plurality of resources of the communication system, such method comprising the steps of:

assigning a call identifier to the call when it arrives at the communication system

and defining the call as a Session Initiation Protocol presentity; and

transferring a call registration message for the call including the assigned call identifier from a resource of the plurality of resources of the communication server to a presentity server of the communication system to register with the presentity server the presentity of the call at the resource using the assigned call identifier, and transferring a further call registration message for the call to the presentity server upon occurrence of a predetermined call related event and appending an identifier of an application that services the call to the further call registration message and appending at least one descriptor of the predetermined call related event to the further call registration message.

28. The method of processing the call as in claim 27 further comprising transferring the registration message to the presence server when the call first arrives at the resource.

29. The method processing the call as in claim 28 further comprising transferring a further registration to the presence server upon the occurrence of a predetermined event.

30. The method of processing the call as in claim 29 wherein the predetermined event further comprises detection of information provided by a caller of the call.

31. The method of processing the call as in claim 29 wherein the predetermined event further comprises termination of the call.

32. The method of processing the call as in claim 29 wherein the predetermined event further comprises passage of a predetermined time period.

33. The method of processing the call as in claim 29 further comprising routing the call to a queue and periodically transferring register messages to the presentity server while the call is in the queue.

34. The method of processing the call as in claim 27 further comprising transferring the registration message from the tracking server to a router of the automatic call distributor.