Back to results
US 2010/0077082 A1Published application
Method of Operating A Contact Center
AssigneeNortel Networks Limited
InventorsPatrick Hession, Arik Elberse, John Costello, Owen Friel
Life of this patent
Estimating the term…
Loading patent…
Loading patent…
AssigneeNortel Networks Limited
InventorsPatrick Hession, Arik Elberse, John Costello, Owen Friel
Estimating the term…
Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center (180, 190, 200) comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.
A session initiation protocol (SIP) enabled Contact Center comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.
A method of operating a session initiation protocol (SIP) enabled Contact Center, comprising the steps of:
A communications network, at least part of which is session initiation protocol (SIP) enabled, comprising:
A communications network at least part of which is SIP enabled comprising a plurality of SIP enabled Contact Centers each being arranged to issue outbound contacts to end users on the basis of SIP presence information about the current state of the end users.
A session initiation protocol (SIP) enabled Contact Center for issuing outbound contacts to end users comprising a Contact Center server which is arranged to receive SIP messages comprising SIP presence information about the current state of end users and which is further arranged to issue an outbound contact to the end users on the basis of the SIP presence information.
A method of contacting end users from a contact centre comprising:
Dependencies are inferred from the claim text.