Call transfer using session initiation protocol (SIP)

• US 9,042,372 B2
• Filed: 10/30/2007
• Issued: 05/26/2015
• Est. Priority Date: 09/24/1998
• Status: Expired due to Fees

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Zhakov, Vyacheslav I., Sayko, Vyacheslav V., Tikin, Aleksandr V.
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US11/929,766
• Publication Number:
  US 20080049734A1
• Time in Patent Office: 2,765 Days
• Field of Search: 379/142.07, 379/212.01, 379/265.02, 370/352, 370/354, 370/355, 370/401
• US Class Current: 370/352
• CPC Class Codes: H04L 65/1043 Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42
• 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: 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: H04L 67/63 Routing a service request depending on the request content or context
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/42374 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• 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 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• 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: H04M 7/0075 Details of addressing, directories or routing tables
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network to a destination of transfer on the same or connected network. In a preferred use the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and the presence protocol enables at least one event-handling process normally performed by the routing application.

Claims

1. A system for automatic communication event routing and transfer capability in a multi-site communication-center environment comprising:

a first processor in a first communication-center site, the first processor being configured to send a routing request to a second processor in a second communication-center site for transferring a communication event to the second communication-center site, wherein the routing request adheres to a proprietary protocol other than a standards-based protocol;

a processing device coupled to the first and second processors, the processing device being configured to;

receive a first message from the first processor, wherein the first message adheres to the standards-based protocol; and

send a second message to the second processor for determining presence state of a target resource in the second communication-center site prior to transfer of the event, wherein the second message adheres to the standards-based protocol; and

a switch coupled to the first processor for transferring the communication event to the second communication-center site,

wherein the routing request and the first message are each transmitted by the first processor in response to receipt of the communication event at the first communication-center site,

wherein the second processor at the second communication-center site is configured to transmit a response to the first processor indicative of whether the transfer of the communication event is to be completed, wherein the response is based on processing the routing request and the second message by the second processor.

2. The system of claim 1, wherein the standards-based protocol is a session initiation protocol (SIP).

3. The system of claim 2, wherein the second message that adheres to SIP includes parameters concerning requested call initiation procedures and permission for transferring the event.

4. The system of claim 2, wherein the standards-based protocol is an instant messaging and presence protocol (IMPP).

5. The system of claim 2, wherein the second message is configured to prompt a SIP based response indicative as to whether transfer is permitted.

6. The system of claim 5, wherein the routing request is configured to prompt a response indicative of whether transfer is permitted, wherein the response is based on the SIP based response.

7. The system of claim 1, wherein the second message and the routing request each includes an identifier associated with the event.

8. The system of claim 7, wherein the second processor is configured to match the identifier included in the second message and in the routing request for identifying the corresponding event.

9. The system of claim 1, wherein the second message is configured to be sent via a first data link and the routing request is configured to be sent via a second data link different from the first data link.

10. The system of claim 1, wherein the event handling by the processing device is configured to occur concurrently with the sending of the routing request by the first processor.

11. The system of claim 1, wherein the routing request is configured to invoke a routing rule for routing the event to an agent at the transfer destination.

12. The system of claim 1, wherein the routing request bypasses the processing device.

13. The system of claim 1, wherein the routing request is separate from the first message.

14. A method for automatic communication event routing and transfer capability in a multi-site communication-center environment comprising:

sending a routing request by a first processor in a first communication-center site to a second processor in a second communication-center site for transferring a communication event to the second communication-center site, wherein the routing request adheres to a proprietary protocol other than a standards-based protocol; and

invoking a processing device coupled to the first and second processors, wherein the processing device is configured to;

receive a first message from the first processor, wherein the first message adheres to the standards-based protocol; and

second a second message to the second processor for determining presence state of a target resource in the second communication-center site prior to transfer of the event, wherein the second message adheres to the standards-based protocol,

wherein the routing request and the first message are each transmitted by the first processor in response to receipt of the communication event at the first communication-center site,

wherein the second processor at the second communication-center site is configured to transmit a response to the first processor indicative of whether the transfer of the communication event is to be completed, wherein the response is based on processing the routing request and the second message by the second processor.

15. The method of claim 14, wherein the standards-based protocol is a session initiation protocol (SIP).

16. The method of claim 15, wherein the second message that adheres to SIP includes parameters concerning requested call initiation procedures and permission for transferring the event.

17. The method of claim 15, wherein the standards-based protocol is an instant messaging and presence protocol (IMPP).

18. The method of claim 15, wherein the second message prompts a SIP based response indicating whether transfer is permitted.

19. The method of claim 18, wherein the routing request is configured to prompt a response indicative of whether transfer is permitted, wherein the response is based on the SIP based response.

20. The method of claim 14, wherein the second message and the routing request each includes an identifier associated with the event.

21. The method of claim 20 further comprising:

matching by the second processor the identifier included in the second message and in the routing request for identifying the corresponding event.

22. The method of claim 14, wherein the second message is sent via a first data link and the routing request is sent via a second data link different from the first data link.

23. The method of claim 14, wherein the routing request is sent by the first processor concurrently with the event handling by the processing device.

24. The method of claim 14, wherein the routing request invokes a routing rule for routing the event to an agent at the transfer destination.