Method and apparatus to process a call request by establishing calls among devices
View Patent ↗A communication system includes a packet-based data network coupled to various network entities. The communications system includes a community that has a call processing system and various other devices, such as an integrated voice response (IVR) system and plural agent systems. The call processing system includes a combination of logical entities that perform call processing tasks. As an example, the logical entities may include a Session Initiation Protocol (SIP) proxy, a SIP client, and a SIP server. In response to a call request from outside the community, the call processing system, under control of the server, sends back responses to the originating system. The call processing system also establishes a call with a network element inside the community, such as the IVR system. The IVR system is capable of receiving input data from the originating system. Based on the received input data, the call processing system can reconnect or forward the call to one of the agent systems.
1. A system comprising:
an interface to a packet-based network; and
a controller adapted to:
receive a call request from an originating device, the call request containing a first destination address;
establish a call session with the originating device, the call session including a call identifier;
based on the first destination address, establish a first media path between the originating device and a first device, the first media path not including the controller; and
terminate the first media path between the originating device and the first device, while maintaining the call session with the originating device; and
after terminating the first media path, based on input data entered by a user in response to a prompt from the first device, establish, using the call identifier, a second media path between the originating device and a second device in the call session, the second media path not including the controller.
2. The system of claim 1 , wherein the call request comprises a Session Initiation Protocol (SIP) Invite message,
the controller adapted to establish the first media path between the originating device and the first device by sending a SIP Invite message to the first device, and
the controller adapted to establish the second media path between the originating device and the second device by sending a SIP Invite message to the second device without first sending a SIP Bye message to the originating device.
3. The system of claim 1 , wherein the controller is adapted to establish the first media path between the originating device and the first device by sending a second call request to the first device, and
the controller is adapted to establish the second media path between the originating device and the second device by sending a third call request to the second device without first sending a termination request to the originating device.
4. The system of claim 1 , wherein the controller is adapted to process the call request from the originating device by sending a response to the call request to indicate an attempt to establish the call session,
the controller adapted to send, in response to the call request, messaging to the first device to establish the first media path between the originating device and the first device, and
the controller adapted to send, in response to the received input data, messaging to the second device to establish the second media path between the originating device and the second device.