Initiation of real-time media processing in response to a trigger event
Calls between a customer and an agent often require additional processing of the media in real time. Processing every call in such a manner is often unnecessary and the results deleted or ignored, or prohibited due to a policy for certain calls. Knowing if a call should be processed may be determined too late for the media to be forked. While the customer and agent may engage in the call as a peer-to-peer connection, additional processing requires holding the initial invite long enough, such as with a preservation message, that a session boarder controller may fork the call for subsequent processing without timing out.
1. A method for selectively processing real-time media, comprising: receiving, via a network interface to a network, a request for a communication session from a customer communication device, wherein the request for the communication session comprises a Session Initiation Protocol (SIP) INVITE message, wherein the INVITE message is received by a session border controller (SBC), wherein the communication session comprises a media portion and a signaling portion, and wherein the SBC omits forking the media portion in response to the request; determining that an attribute of the request indicates that the media portion of the communication session is eligible to be forked; after receipt of the request and before receiving a forking event, providing a series of preservation messages to the SBC at an interval therebetween that is less than a first timeout interval of the SBC; and upon receiving the forking event, signaling the SBC to route one fork for connection to an agent communication device and route a second fork to a media processing server.
2. The method of claim 1 , wherein the SBC routes the second fork to the media processing server only upon a second timeout interval, comprising a time period greater than the first timeout interval, has not yet occurred.
3. The method of claim 1 , wherein the forking event is received from a computer telephony integration (CTI) server.
4. The method of claim 1 , wherein the series of preservation messages comprise a series of at least one SIP 100 TRYING message or SIP 180 RINGING message.
5. The method of claim 1 , further comprising receiving a decline forking event and, in response thereto, signaling the SBC to exclude routing of the second fork to the media processing server.
6. The method of claim 1 , further comprising, at least one of recording or transcribing the second fork by the media processing server.
7. The method of claim 1 , further comprising, analyzing the content of the second fork by the media processing server.
8. The method of claim 4 , wherein the analyzing of the content comprises determining an emotion from vocal patterns of a customer utilizing the customer communication device.
9. The method of claim 1 , wherein the forking event is received prior to the SIP INVITE message and wherein the SIP INVITE is sent to the customer communication device.
10. A system for selectively processing real-time media, comprising:
a session border controller (SBC) comprising a network interface to a network;
a media processing server;
a signaling server;
wherein each of the SBC, media server, and signaling server are interconnected and each comprise a processor with machine-readable instructions maintained in a non-transitory memory that, when read by the processor, cause the processor to execute the machine-readable instructions;
wherein the SBC, via the network, receives a request for a communication session from a customer communication device, wherein the request for the communication session comprises a Session Initiation Protocol (SIP) INVITE message, the communication session comprises a media portion and a signaling portion, and wherein the SBC omits forking the media portion in response to the request;
wherein the SBC, in response to receiving the SIP INVITE, provides a second SIP INVITE message to the signaling server which responds with a series of preservation messages to the SBC at an interval therebetween that is less than a first timeout interval of the SBC;
wherein the SBC, while receiving the series of preservation messages, maintains the request and the SBC, upon termination of receipt of the series of preservation messages, terminates the request; and
wherein the SBC, upon receiving the forking signal and when the request is maintained, creates and routes one fork for connection to an agent communication device and creates and routes a second fork to the media processing server.
11. The system of claim 10 , further comprising:
an event server;
wherein the event server is interconnected with the SBC, media server, and signaling server, and comprises an event server processor with machine-readable instructions maintained in a non-transitory memory that, when read by the processor, cause the event server processor to execute the machine-readable instructions; and
wherein the event server receives the SIP INVITE message and executes the machine-readable instructions to determine whether a forking decision is to be made and, when determined in the affirmative, provides the forking signal.
12. The system of claim 10 , wherein the SBC routes the second fork to the media processing server only upon a second timeout interval, comprising a time period greater than the first timeout interval, has not yet occurred.
13. The system of claim 11 , wherein the event server comprises a computer telephony integration (CTI) server.
14. The system of claim 11 , wherein the series of preservation messages comprise a series of at least one SIP 100 TRYING message or SIP 180 RINGING message.
15. The system of claim 11 , further comprising receiving a decline forking event and, in response thereto, signaling the SBC to exclude routing of the second fork to the media processing server.
16. The system of claim 11 , wherein the media processing server processes the media portion comprising at least one of recording, transcribing, or analyzing the vocal patterns of a customer providing a portion of the content of the media portion.
17. The system of claim 11 , wherein the forking event is received prior to the SIP INVITE message and wherein the SIP INVITE message is sent to the customer communication device.
18. A method for selectively processing real-time media, comprising:
selecting a customer and an agent to engage in a communication session over a network utilizing a customer communication device and an agent communication device, respectively, wherein the communication session comprises a media portion and a signaling portion;
prompting an event server to provide a forking event, wherein the prompting comprises serially sending each of a number of prompts intermittently to the event server, and wherein the sending the number of prompts are terminated upon a timeout; and
upon receiving the forking event and prior to the timeout, sending, via a network interface to a network, a request for the communication session to the customer communication device, wherein the request for the communication session comprises a Session Initiation Protocol (SIP) INVITE message and wherein the INVITE message is sent by a session border controller (SBC), and signaling the SBC to route one fork for connection to an agent communication device and route a second fork to a media processing server.
19. The method of claim 18 , further comprising at least one of recording or transcribing the second fork by the media processing server.
20. The method of claim 19 , wherein the analyzing of the content comprises determining an emotion from vocal patterns of a customer utilizing the customer communication device.