Call transfer using session initiation protocol (SIP)
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorsVyacheslav I. Zhakov, Vyacheslav V. Sayko, Aleksandr V. Tikin
Life of this patent
Estimating the term…
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.
Claims19
A system for providing communication event routing and transfer capability in a multi-site communication-center environment comprising:
- a plurality of communication-center sites cooperating in the transfer and routing of communication events;
- a single application server apparatus coupled to and shared by the communication sites;
- a presence protocol application executing on the application server apparatus;
- a routing protocol application;
- a point of transfer on a network;
- and
- a destination of transfer on the same or connected network;
- characterized in that the presence protocol application is shared by the communication-center sites wherein the presence protocol performs at least one event-handling process normally performed by the routing application, including determining that the event requires transfer, which may include notification to a transfer destination of one or both of pending communication events for transfer and availability of an agent representing the final destination for the event to be transferred.
In a multi-site communication-center environment a method for transferring a telephony communication event from one communication-center site switch to another comprising steps of:
- (a) receiving an event at a first telephony switch at a first site;
- (b) determining that the event requires transfer to a second identified telephony switch at the location of a second site;
- (c) sending a request in the form of a presence protocol message to a processor controlling the switch at the second site;
- (d) receiving at a processor controlling the switch at the first site a response in the form of a presence protocol message giving permission for the transfer;
- and
- (e) executing the call transfer;
- wherein in step (b) determining that the event requires transfer may include notification to the transfer destination of one or both of pending communication events for transfer and availability of an agent representing the final destination for the event to be transferred.
Dependencies are inferred from the claim text.