Call transfer using session initiation protocol (SIP)
View Patent ↗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.
1. 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.
2. The system of claim 1 wherein the presence protocol may be any version or edition of Session Initiation Protocol or Instant Messaging and Presence Protocol.
3. The system of claim 2 wherein the presence protocol may include any version or edition of Session Advertisement Protocol and Session Description Protocol.
4. The system of claim 1 wherein the point of transfer is a telephony switch.
5. The system of claim 4 wherein the destination of transfer is an IP-capable device in an agent workstation.
6. The system of claim 1 wherein the destination of transfer is a telephony switch.
7. The system of claim 1 wherein the destination of transfer is an IP-capable device in an agent workstation.
8. The system of claim 1 further comprising a communication server shared by at least two of the multiple communication-center sites.
9. The system of claim 8 wherein the communication server is hosted on one of the Internet, an Ethernet, or on a Virtual Private Network.
10. The system of claim 8 wherein the presence protocol may be any version or edition of Session Initiation Protocol or Instant Messaging and Presence Protocol.
11. The system of claim 8 wherein the point of transfer is a telephony switch.
12. The system of claim 8 wherein the destination of transfer is a telephony switch.
13. The system of claim 12 wherein the destination of transfer is an IP-capable device in an agent workstation.
14. The system of claim 8 wherein the destination of transfer is an IP-capable device in an agent workstation.
15. 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.
16. The method of claim 15 wherein in step (a) the event is a COST telephone call and the switch is a CTI-enabled telephony switch.
17. The method of claim 15 wherein in step (b) determination of transfer requirement is established through IVR interaction with the caller.
18. The method of claim 15 wherein in step (c) the presence protocol may be any version or edition of Session Initiation Protocol or Instant Messaging and Presence Protocol.
19. The method of claim 15 wherein in steps (c) and (d), a request and response interaction also occurs using a routing protocol for exchanging information not handled in the presence protocol request/response interaction.