Call transfer using session initiation protocol (SIP)

• US 9,794,411 B2
• Filed: 05/04/2015
• Issued: 10/17/2017
• Est. Priority Date: 06/17/2002
• Status: Expired due to Term

• 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:
  US14/703,772
• Publication Number:
  US 20150237210A1
• Time in Patent Office: 897 Days
• Field of Search: 379 9301, 379 9309, 37914207, 37914213, 37914215, 37926502, 37926511, 37926513
• 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 routing communication events for a customer contact center comprising:

a first server in a first geographic location, the first server having a processor and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to;

identify a communication event received in the first geographic location;

in response to identifying the communication event, send a first message to a second server in a second geographic location, and a second message to a processing device coupled to the first and second servers, wherein the first message adheres to a first communication protocol and the second message adheres to a second communication protocol different from the first communication protocol, wherein in response to receipt of the second message, the processing device is configured to send a third message to the second server for determining presence state of a target resource in the second geographic location prior to transfer of the communication event, wherein the third message adheres to the second communication protocol; and

a routing device coupled to the first server for transferring the communication event to the second geographic location, wherein the communication event is transferred in response to indication from the second server that the transfer of the communication event is appropriate upon processing the first and third messages.

2. The system of claim 1, wherein the first communication protocol is a non-standard based protocol and the second communication protocol is a standards-based protocol.

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

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

5. The system of claim 3, wherein the third message is configured to prompt a SIP-based response indicative as to whether transfer is permitted.

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

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

8. The system of claim 1, wherein the first and third messages each include an identifier associated with the communication event.

9. The system of claim 8, wherein the second server is configured to match the identifier included in the first and third messages for identifying the corresponding communication event.

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

11. The system of claim 1, wherein the event handling by the processing device is configured to occur concurrently with the sending of the first message by the first server.

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

13. The system of claim 1, wherein the first message bypasses the processing device.

14. The system of claim 1, wherein the first message is separate from the second message.

16. The method of claim 13, wherein the first communication protocol is a non-standard based protocol and the second communication protocol is a standards-based protocol.

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

20. The method of claim 17, wherein the first message is a routing request configured to prompt a response indicative of whether transfer is permitted, wherein the response is based on the SIP-based response.

21. The method of claim 14, wherein the standards-based protocol is an instant messaging and presence protocol (IMPP).

22. The method of claim 13, wherein the first and third messages each includes an identifier associated with the communication event.

23. The method of claim 20, wherein the second server is configured to match the identifier included in the first and third messages for identifying the corresponding communication event.

24. The method of claim 13, wherein the third message is configured to be sent via a first data link and the first message is configured to be sent via a second data link different from the first data link.

25. The method of claim 13, wherein the event handling by the processing device is configured to occur concurrently with the sending of the first message by the first server.

26. The method of claim 13, wherein the first message is configured to invoke a routing rule for routing the event to an agent at the transfer destination.

27. The method of claim 13, wherein the first message bypasses the processing device.

28. Method of claim 13, wherein the first message is separate from the second message.

15. A method for routing communication events for a customer contact center comprising:

identifying, by a first server in a first geographic location, a communication event received in the first geographic location;

in response to identifying the communication event, sending a first message, by the first server, to a second server in a second geographic location, and a second message to a processing device coupled to the first and second servers, wherein the first message adheres to a first communication protocol and the second message adheres to a second communication protocol different from the first communication protocol, wherein in response to receipt of the second message, the processing device is configured to send a third message to the second server for determining presence state of a target resource in the second geographic location prior to transfer of the communication event, wherein the third message adheres to the second communication protocol; and

transferring, by a routing device coupled to the first server, the communication event to the second geographic location, wherein the communication event is transferred in response to indication

from the second server that the transfer of the communication event is appropriate upon processing the first and third messages.

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

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