Integrating SIP control messaging into existing communication center routing infrastructure

A method for routing a communication event in a call center having routing provided by a computer-telephony intergration integration (CTI) server, the event initiated by an originator at a computerized workstation outside the call center, the method comprising the steps of:

• a) step for preparing and sending a session initiation protocol (SIP) routing request along with the initiated event by a software-enabled SIP mechanism operable on the workstation by the originator;
• b) step for receiving end and processing the SIP-protocol routing request by a software enabled reformatting mechanism in the call center;
• c) step for converting the SIP routing request into non-SW non-SIP protocol understood by the CTI server by the reformatting mechanism;
• d) sending the non-SIP request to the CTI-server for processing and response;
• and
• e) determining a routing for the communication event by the CTI-server CTI server.

A system for routing a communication event in a call center having routing provided by a computer-telephony integration (CTI) server, the event initiated by an originator at a computerized workstation outside the call center, the system comprising:

• a workstation accessible to the originator, the workstation including a processor and memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
• prepare and send a SIP-protocol routing request along with an event initiation;
• receive and process the SIP-protocol routing request;
• convert the SIP routing request into non-SIP protocol understood by the CTI server;
• and
• send the resulting non-SIP request to the CTI server for processing and response, wherein the CTI server determines and returns a routing for the communication event.

A method for routing a communication event in a call center having routing provided by a computer-telephony integration (CTI) server, the event initiated by an originator at a computerized workstation outside the call center, the computerized workstation preparing and sending a session initiation protocol (SIP) routing request along with the initiated event, the preparing and sending including detecting a data transmission request from a user interface of the computerized workstation, the method comprising:

• receiving and processing, by an electronic processing device in the call center, the SIP-protocol routing request, the receiving and processing including parsing the request for separating header information from content data;
• converting, by the electronic processing device, the SIP-protocol routing request into non-SIP protocol understood by the CTI server, wherein the converting includes reformatting the SIP-protocol routing request into a non-SIP request;
• sending, by the electronic processing device, the non-SIP request to the CTI server for processing and response;
• and
• determining, by the electronic processing device, a routing for the communication event by the CTI server.