System and method for transferee controlled protocol transfers
A system and method provide an indication by a calling device of a transfer preference for an interaction with a called device. The called device is enabled or restricted to transfer the interaction based on the transfer preference. The transfer preference is provided by a session initiation protocol or various other call topologies.
1. A method for providing outbound contact services for a contact center, the method comprising:
receiving, by a processor, from a calling device, a first signaling message for establishing an outbound call to a called device, the signaling message including conditions for transferring the outbound call to a transfer device other than the called device;
transmitting, by the processor, to the calling device, acknowledgment of the conditions for transferring the outbound call to the transfer device;
sending, by the processor, a second signaling message to the called device for establishing a communication session between the calling device and the called device;
receiving in response to the second signaling message, by the processor, from the called device, a third signaling message inviting the calling device to transfer the call to the transfer device;
determining, by the processor, whether the transfer violates the conditions for transferring the outbound call;
in response to determining that the transfer violates the conditions, transmitting, by the processor, a fourth signaling message rejecting the invitation to transfer the call.
2. The method of claim 1 , wherein the first, second, third, and fourth signaling messages are messages adhering in a voice-over-IP signaling protocol.
3. The method of claim 1 , wherein the transfer device is associated with a phone number or email address, and the conditions relate to the phone number or email address.
4. The method of claim 1 further comprising:
terminating, by the processor, connection with the called device in response to determining that the transfer violates the conditions.
5. The method of claim 1 further comprising:
transmitting, by the processor, a notification to the calling device in response to determining that the transfer violates the conditions.
6. The method of claim 1 , wherein the conditions identify at least one of a time of day, location of the transfer device, type of transfer device, or communication campaign invoked in making in the outbound call.
7. A system for providing outbound contact services for a contact center, the system comprising:
processor; and
memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to:
receive from a calling device, a first signaling message for establishing an outbound call to a called device, the signaling message including conditions for transferring the outbound call to a transfer device other than the called device;
transmit to the calling device, acknowledgment of the conditions for transferring the outbound call to the transfer device;
send a second signaling message to the called device for establishing a communication session between the calling device and the called device;
receive in response to the second signaling message, from the called device, a third signaling message inviting the calling device to transfer the call to the transfer device;
determine whether the transfer violates the conditions for transferring the outbound call;
in response to determining that the transfer violates the conditions, transmit a fourth signaling message rejecting the invitation to transfer the call.
8. The system of claim 7 , wherein the first, second, third, and fourth signaling messages are messages adhering in a voice-over-IP signaling protocol.
9. The system of claim 7 , wherein the transfer device is associated with a phone number or email address, and the conditions relate to the phone number or email address.
10. The system of claim 7 , wherein the instructions further cause the processor to:
terminate connection with the called device in response to determining that the transfer violates the conditions.
11. The system of claim 7 , wherein the instructions further cause the processor to:
transmit a notification to the calling device in response to determining that the transfer violates the conditions.
12. The system of claim 7 , wherein the conditions identify at least one of a time of day, location of the transfer device, type of transfer device, or communication campaign invoked in making in the outbound call.