Method of operating a contact center
View Patent ↗Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center ( 180, 190, 200 ) comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.
1. A session initiation protocol (SIP) enabled node in a SIP communications network, the SIP enabled node being arranged to:
receive SIP messages from at least one SIP enabled Contact Center in the SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center;
receive an incoming contact requiring routing to at least one of the SIP enabled Contact Centers for processing by an agent of the Contact Center;
employ said SIP presence information to determine a SIP enabled Contact Center to which the incoming contact should be routed; and
route the incoming contact to the determined SIP enabled Contact Center.
2. A SIP enabled node as claimed in claim 1 , wherein said node comprises a Network Level Router.
3. A SIP enabled node as claimed in claim 1 , wherein said node is a Contact Center.
4. A SIP enabled node as claimed in claim 1 , wherein said SIP messages comprise SIP presence information about the current state of one or more Contact Center agents associated with said Contact Center.
5. A SIP enabled node as claimed claim 1 , wherein said SIP presence information comprises one or more of: time in queue information, estimated wait time, longest idle agent time, longest queuing contact, least busy agent and number of free agents.
6. A SIP enabled node as claimed in claim 5 , wherein said SIP presence information further comprises information on the contact media type.
7. A SIP enabled node as claimed in claim 1 which is further arranged to receive SIP messages comprising SIP presence information about the current state of end users and to issue outbound contacts to the end users on the basis of the SIP presence information.
8. A SIP enabled node as claimed in claim 1 which is arranged to queue waiting contacts and which can cancel a waiting contact on receipt of a SIP Cancel message.
9. A method of operating a session initiation protocol (SIP) enabled node in a SIP communication network, the method comprising the steps of:
receiving, from at least one SIP enabled Contact Center server, SIP messages, said SIP messages comprising SIP presence information about the current state of the SIP enabled Contact Center;
receiving an incoming contact requiring routing to at least one of the SIP enabled Contact Centers for processing by an agent of the SIP enabled Contact Center; and
employing said SIP presence information to determine a SIP enabled Contact Center to which the incoming contact should be routed; and
routing the incoming contact to the determined SIP enabled Contact Center.
10. A method of operating a SIP enabled node as claimed in claim 9 , wherein the one or more other nodes comprise a Network Level Router.
11. A method of operating a SIP enabled node as claimed in claim 9 , wherein the one or more other nodes are other Contact Centers.
12. A communications network, at least part of which is session initiation protocol (SIP) enabled, comprising:
a plurality of SIP enabled Contact Centers each being arranged to issue SIP messages comprising SIP presence information about the current state of the SIP enabled Contact Center issuing the SIP presence information; and
one or more servers arranged to receive incoming contacts requiring routing to at least one of the SIP enabled Contact Centers for processing by an agent of the SIP enabled Contact Center and to route the incoming contacts to one of said SIP enabled Contact Centers on the basis of the SIP presence information.
13. A communications network as claimed in claim 12 , wherein said one or more servers comprise a Network Level Router.
14. A communications network as claimed in claim 12 , wherein said one or more servers are arranged to redirect a contact which has been routed to, and is queued at, a first of the Contact Centers to a second of the Contact Centers.
15. A communications network as claimed in claim 12 , wherein said one or more servers are the Contact Center servers of the SIP enabled Contact Centers themselves.
16. A communications network as claimed in claim 12 , wherein the network further comprises a presence server arranged to receive said issued SIP messages.
17. A communications network as claimed in any claim 12 wherein at least part of the SIP presence information issued by a SIP enabled Contact Center is made available to end users of the SIP enabled Contact Center.
18. A communications network as claimed in claim 17 wherein the SIP presence information is stored at a presence server which receives and responds to requests for information about the state of the SIP enabled Contact Center.
19. A communications network at least part of which is SIP enabled comprising a plurality of SIP enabled Contact Centers each being arranged to receive requests for contact back from end users and issue outbound contacts to end users on the basis of SIP presence information about the current state of the end users, wherein the issuance of outbound contacts causes the establishment of a session between the SIP enabled Contact Centers and the end users.
20. A session initiation protocol (SIP) enabled Contact Center for issuing outbound contacts to end users comprising a Contact Center server which is arranged to receive requests for contact back from end users, and receive SIP messages comprising SIP presence information about the current state of the end users and which is further arranged to issue an outbound contact to the end users on the basis of the SIP presence information, wherein the issuance of the outbound contact causes the establishment of a session between the Contact Center server and the end users.
21. A method of contacting end users from a SIP enabled contact centre comprising:
receiving a request for a contact back from an end user;
receiving a SIP message comprising SIP presence information about the current state of the end user; and
issuing an outbound contact to the end user on the basis of the SIP presence information, wherein the issuing of the outbound contact causes the establishment of a session between the Contact Center server and the end user.
22. A method according to claim 21 further comprising receiving an authorization to release that end user's presence information for use by the SIP enabled Contact Center.
23. A method according to claim 22 wherein the authorization to release that end user's presence information permits the SIP enabled Contact Center to access the presence information for a limited duration.