Method and system for establishing telecommunications links
The invention relates to a method for establishing a telecommunications link (C 1 , C 2 , C 3 ), controlled by a control program ( 28 ), with a second communications terminal (D 1 ), according to which a CTI service is made available to the first communications terminal ( 36 ) by a CTI server ( 20 ) in a CTI domain allocated to said CTI server ( 20 ), and the second communications terminal (D 1 ) is located outside the CTI domain and by way of a proxy (Trk 2 ) situated within the CTI domain is linked to the CTI server ( 20 ). The control program ( 28 ) is linked to the CTI server ( 20 ) by way of an intermediate functional unit ( 30, 32 ). The intermediate functional unit ( 30, 32 ) signals to the control program ( 28 ) that the second communications terminal (D 1 ) instead of the proxy (Trk 2 ) is linked into the established telecommunications link (C 1 , C 2 , C 3 ) as the telecommunications terminal. The intermediate functional unit ( 30, 32 ) instructs the CTI server ( 20 ) to carry out the CTI service on the proxy (Trk 2 ) in accordance with the control program ( 28 ). Furthermore, an intermediate functional unit (extra domain device, CSP) can be implemented as additional server or middleware. The invention further provides a corresponding system.
1. A method for establishing a terminal telecommunication connection with a second communication terminal, controlled by a control program of a central office, wherein a computer-telephony integration (“CTI”) service is made available to a first communication terminal by a CTI server in a CTI domain that is assigned to said CTI server, comprising:
connecting the second communication terminal located outside the CTI domain to the CTI server via a proxy located inside the CTI domain;
connecting the control program to the CTI server via an intermediate functional unit;
signaling, through the intermediate functional unit, to the control program of the central office that the second communication terminal acts as a third communication terminal that is connected to the CTI server in an established telecommunication connection in place of the proxy, and
instructing, through the intermediate functional unit, the CTI server to carry out the CTI service at the proxy in accordance with the control program of the central office, wherein carrying out the CTI service establishes the terminal telecommunication connection.
2. The method of claim 1 , further comprising, if the second communication terminal is not connected to the first communication terminal,
signaling, through the intermediate functional unit, to the control program of the central office, a virtual communication terminal inside the CTI domain as a fourth communication terminal that is connected in the established telecommunication connection in place of the proxy.
3. The method of claim 1 , further comprising establishing a first telecommunication connection between the first communication terminal and the second communication terminal, wherein the first telecommunication connection signals to the control program as a first CTI service.
4. The method of claim 3 , further comprising specifying a second telecommunication connection in place of the first telecommunication connection, wherein the second telecommunication connection is located between the first communication terminal and the third communication terminal.
5. The method of claim 4 , wherein the second telecommunication connection corresponds to a second CTI service, wherein the CTI service in the control program is the first CTI service.
6. The method of claim 4 , wherein each of the first telecommunication connection and second telecommunication connection corresponds to a proxy, and wherein the CTI server is configured to implement the CTI service automatically with a respective valid proxy without utilizing knowledge of a respective dynamically changeable proxy, wherein the intermediate functional unit transfers data via an abstraction level with regard to the at least one CTI server via the proxy to the control program of the central office.
7. The method of claim 4 , wherein a change from the first telecommunication connection to the second telecommunication connection corresponds to a member of the group consisting of (i) a single-step transfer and (ii) a change from call monitoring to the communication terminal connection, wherein the CTI server defines a CTI domain, and wherein at least one of the communication terminals is located outside the CTI domain.
8. A non-transitory computer readable medium having an executable computer program stored thereon that, when executed by a communication device of a central office configured as a private branch exchange (PBX) or a softswitch device, establishes a telecommunication connection by carrying out out the method of claim 1 .
9. A system for establishing a telecommunication connection controlled by a control program of a central office, comprising:
a CTI server,
a first communication terminal that is located in a CTI domain of the CTI server,
a second communication terminal that is located outside the CTI domain of the CTI server, and
a control device of the central office configured as a private branch exchange (PBX) or a softswitch device that is for carrying out the method according to claim 1 .
10. The method of claim 1 , wherein the intermediate functional unit is a server.
11. The method of claim 1 , comprising:
the intermediate functional unit accepting the CTI service while forgoing dynamic proxy administration.
12. The method of claim 11 , wherein the proxy is not changed for the CTI service.
13. The method of claim 1 , comprising:
the CTI server providing queue and call distribution;
and wherein the CTI server and the first communication terminal are within a network.
14. The method of claim 13 , wherein the terminal telecommunication connection is a connection between the first communication terminal and the second communication terminal.
15. The method of claim 13 , comprising:
a gateway receiving a call from the second communication terminal prior to the connecting of the second communication terminal located outside the CTI domain to the CTI server via the proxy located inside the CTI domain.
16. The method of claim 13 , wherein the CTI service is call monitoring such that a monitor point is set for the second communication terminal.
17. The method of claim 13 , wherein the intermediate functional unit is a server.
18. The method of claim 17 , comprising:
the intermediate functional unit accepting the CTI service while forgoing dynamic proxy administration.
19. The method of claim 1 , wherein the central office comprises a private branch exchange (PBX) that runs the control program or a softswitch device that runs the control program.
20. The method of claim 19 , wherein the central office is a contact center configured to distribute calls.