Integrating SIP control messaging into existing communication center routing infrastructure
View Patent ↗A software suite is disclosed for routing communication events over a data-packet-network using an IP session initiation and management protocol. The software suite comprises, a server application running on the network for computing and serving routing determinations per request, a session management application running on the network for initiating and managing routed and established session events, a parsing application running on the network for parsing request data received under session initiation protocol and a conversion application running on the network for converting data received under session initiation protocol into a routing request. All received communication requests for routing are in the form of the session initiation protocol wherein they are parsed and converted into routing requests processed by the server application and routed to determined destinations and wherein events are established as session events conducted under the session initiation and management protocol.
1. A system for routing a communication event in a call center having routing provided by a computer-telephony intergration (CTI) server, the event initiated by an originator at a computerized workstation outside the call center, comprising:
a software-enabled session initiation protocol (SIP) mechanism operable on the workstation by the originator to prepare and send an SIP-protocol routing request along with an event initiation; and
a software enabled reformatting mechanism in the call center receiving and processing the SIP-protocol routing request;
characterized in that the reformatting mechanism converts the SIP routing request into non-SIP protocol understood by the CTI server, and sends the resulting non-SIP request to the CTI-server for processing and response, and the CTI server determines and returns a routing for the communication event.
2. The system of claim 1 wherein the communication event arrives at the call center from a data packet network.
3. The system of claim 2 wherein the data-packet-network comprises the Internet network.
4. The system of claim 3 wherein the Internet network further connects to a loca area network (LAN) network.
5. The system of claim 1 wherein the CTI server controls routing within the call center.
6. The system of claim 1 wherein the communication events are received from clients of the call center and routed to agents or automated systems at work within the center.
7. A method for routing a communication event in a call center having routing provided by a computer-telephony intergration (CTI) server, the event initiated by an originator at a computerized workstation outside the call center, comprising the steps of:
a) 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) receiving end processing the SIP-protocol routing request by a software enabled reformatting mechanism in the call center;
c) converting the SIP routing request into non-SW 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.
8. The method of claim 7 wherein the communication event arrives at the call center from a data packet network.
9. The method of claim 8 wherein the data packet network comprises the Internet network.
10. The method of claim 9 , wherein the Internet network further connects to a local area network (LAN) network.
11. The method of claim 7 wherein the (CTI) server controls routing within the call center.
12. The method of claim 7 wherein the communication events are received from clients of the call center and routed to agents or automated systems at work within the center.