Mechanism for status and control communication over SIP using CODEC tunneling

• US 8,767,944 B1
• Filed: 01/03/2007
• Issued: 07/01/2014
• Est. Priority Date: 01/03/2007
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Steiner, Robert, Davis, Sheldon
• Primary Examiner(s): GAY, SONIA L
• Application Number:
  US11/619,504
• Time in Patent Office: 2,736 Days
• Field of Search: 379/265.02, 379/266.04, 379/265.03, 379/265.09, 709217-219, 709/231
• US Class Current: 379/265.09
• CPC Class Codes: H04L 65/1053 IP private branch exchange [PBX] functionality entities or arrangements circuit switched PBXs H04M3/00
• CPC Class Codes: H04L 65/1056 Multi-site
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/65 Network streaming protocols, e.g. real-time transport protocol [RTP] or real-time control protocol [RTCP]
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A distributed contact center and method of managing data transfers between the distributed parts of the contact center is provided. Distributed parts of the contact center are joined together through a known communications initiation protocol such as SIP, then status information and/or control signals are transferred between the distributed parts using lossless communication protocols.

Claims

1. A method comprising:

connecting at least two contact center site endpoints together;

establishing a Real-Time Protocol (RTP) stream between the at least two contact center site endpoints;

accessing at least one of real time status information and control signals from a first of the at least two contact center site endpoints, the real time status information and control signals each being other than audio or video content; and

transferring, using the RTP stream, the accessed at least one of the real time status information and the control signals from the first of the at least two contact center site endpoints to a second of the at least two contact center site endpoints.

2. The method of claim 1, wherein the real time status information further comprises at least one of contact center agent information, queue information, skill information, server information, network information, system information, process flow information, and control information.

3. The method of claim 1, wherein transferring the accessed at least one of the real time status information and the control signals comprise packetizing the accessed at least one of the real time status information and the control signals and formatting the packets for transmission as an RTP payload.

4. The method of claim 3, further comprising generating an RTP header describing the RTP payload.

5. The method of claim 1, wherein connecting the at least two contact center site endpoints together comprises employing Session Initiation Protocol (SIP).

6. The method of claim 1, further comprising encrypting the accessed at least one of the real time status information and the control signals prior to transmitting the accessed at least one of the real time status information and the control signals.

7. The method of claim 6, further comprising:

receiving the accessed at least one of the real time status information and the control signals at the second contact center site endpoint;

decrypting the accessed at least one of the real time status information and the control signals; and

analyzing the decrypted at least one of the real time status information and the control signals.

8. The method of claim 1, wherein the first contact center site endpoint comprises a first call center site having a first set of resources and the second contact center site endpoint comprises a second call center site having a second different set of resources.

9. The method of claim 1, wherein the at least two contact center site endpoints comprise at least one of different sites of different contact centers, different servers at different sites, different servers at the same site, different communication devices at different sites, different communication devices at the same site, or external communication devices.

10. The method of claim 1, further comprising conferencing at least one of the first and second contact center site endpoints.

11. The method of claim 10, further comprising conferencing a third contact center site endpoint to at least one of the first and second contact center site endpoints.

12. The method of claim 1, wherein the RTP stream comprises a data stream supported by a protocol formatted for delivering audio and/or video information over a packet switched network.

13. A non-transitory computer readable medium comprising executable instructions for performing the method of claim 1.

14. In a multiple site contact center, comprising a plurality of agents for servicing contacts, a method comprising:

connecting a first contact center site endpoint having a first set of resources to a second contact center site endpoint having a second set of resources;

establishing a data tunnel between the first contact center site endpoint and the second contact center site endpoint;

accessing at least one of a real time status information and a control signal from the first contact center site endpoint, the real time status information and control signal each being other than audio or video content; and

transferring, using a Real Time Protocol (RTP) stream, the accessed at least one of the real time status information and the control signal from the first contact center site endpoint to the second contact center site endpoint.

15. The method of claim 14, wherein the real time status information further comprises at least one of contact center agent information, queue information, skill information, server information, network information, system information, process flow information, and control information.

16. The method of claim 14, wherein at least one of the first and second sets of resources comprise contact distribution devices.

17. The method of claim 14, wherein transferring the accessed at least one of real time status information and the control signal comprises packetizing at least one of the real time status information and the control signal and formatting the packets for transmission as a Real-time Transfer Protocol (RTP) payload.

18. The method of claim 17, further comprising generating an RTP header describing the RTP payload.

19. The method of claim 14, wherein connecting the first and second contact center site endpoints together comprises employing Session Initiation Protocol (SIP).

20. A non-transitory computer readable medium comprising executable instructions for performing the method of claim 14.

21. A communication endpoint, comprising:

a first contact center site;

at least one of a generator and a consumer of at least one of a real time status information and a control signal from the generator, the real time status information and control signal each being other than audio or video content; and

at least one of a transmitter for transmitting and a receiver for receiving a Real-time Transfer Protocol (RTP) stream containing the at least one of the real time status information and the control signal, to or from a second communication endpoint comprising a second contact center site.

22. The endpoint of claim 21, wherein the communication endpoint is associated with the first contact center site having a first set of resources and wherein the second communication endpoint is associated with the second contact center site having a second different set of resources.

23. The communication endpoint of claim 22, wherein the real time status information further comprises at least one of contact center agent information, queue information, skill information, server information, network information, system information, process flow information, and control information.

24. The communication endpoint of claim 22, further comprising at least a third contact center site having a third set of resources.

25. The endpoint of claim 24, wherein the first, second, and at least a third contact center sites are distributed.

26. The communication endpoint of claim 24, wherein the first, second, and at least a third contact center sites are configured in a centralized fashion.