Call reconstruction sequenced application
Embodiments provide systems and methods for reconstructing a communication session upon a failure of a session manager by monitoring a communication session associated with a Universal Call IDentifier (UCID) and detecting a failure of the session manager. In some cases, A timer can be set in response to detecting the failure of the session manager. In response to the timer expiring before detecting the recovery of the session manager, the application server can end monitoring of the communication session. In response to detecting a subsequent recovery of the session manager, a re-invitation message associated with the communication session and including the UCID can be sent. Communications components of the contact center can receive and accept the re-invitation message, re-map a session initiated by the re-invitation message to the communication session based on the UCID from the re-invitation message, and reconstruct the communication session.
1. A method for reconstructing a communication session, the method comprising:
inviting, by a session manager, an application server of a contact center to a communication session between the contact center and a caller, wherein the application server executes one or more applications to provide functionality to the communication session;
monitoring, by the application server of the contact center, the communication session with the caller, wherein the communication session includes at least the session manager of the contact center, the application server, and one or more communications components of the contact center and wherein the communication session is associated with a Universal Call IDentifier (UCID);
detecting, by the application server, a failure of the session manager during the communication session; and
sending, from the application server to the one or more communications components of the contact center in the communication session, a re-invitation message associated with the communication session in response to detecting a recovery of the session manager, the re-invitation message including the UCID.
2. The method of claim 1 , wherein monitoring the communication session further comprises identifying, by the application server, the one or more communications components of the contact center in the communication session based on messages sent or received by the identified one or more communications components of the contact center being associated with the UCID.
3. The method of claim 1 , further comprising:
setting, by the application server, a timer in response to detecting the failure of the session manager; and
ending, by the application server, monitoring of the communication session in response to the timer expiring before detecting the recovery of the session manager.
4. The method of claim 1 , wherein the one or more communications components of the contact center detect the failure of the session manager during the communication session and set a timer in response to detecting the failure of the session manager.
5. The method of claim 4 , wherein the one or more communications components of the contact center receive the re-invitation message to the communication session from the application server, send an acceptance message to the application server in response to the re-invitation message, re-map a session initiated by the re-invitation message to the communication session based on the UCID from the re-invitation message, and reconstruct the communication session.
6. The method of claim 5 , wherein the one or more communications components end the communication session if the timer expires before receiving the re-invitation message from the application server.
7. The method of claim 6 , wherein the one or more communications components comprise one or more of a Communication Manager (CM), an Interactive Voice Response (IVR) system, Call Recoding System, Real-Time Analytics System, or a Session Border Controller (SBC).
8. A contact center system comprising:
a session manager that invites one or more communications components to a communication session and that invites an application server to the communication session along with the one or more communications components;
and
wherein the application server belongs to the communication session and executes a communication session reconstruction application, the application server comprising a processor and a memory coupled with and readable by the processor and storing therein a set of instructions which, when executed by the processor, causes the processor to reconstruct a communication session by:
monitoring the communication session with a caller, wherein the communication session includes at least the session manager and the one or more communications components of the contact center and wherein the communication session is associated with a Universal Call IDentifier (UCID);
detecting a failure of the session manager during the communication session; and
sending, to the one or more communications components, a re-invitation message associated with the communication session in response to detecting a recovery of the session manager, the re-invitation message including the UCID.
9. The contact center system of claim 8 , wherein monitoring the communication session further comprises identifying the one or more communications components in the communication session based on messages sent or received by the identified one or more communications components being associated with the UCID.
10. The contact center system of claim 8 , wherein the instructions further cause the processor of the application server to set a timer in response to detecting the failure of the session manager and end monitoring of the communication session in response to the timer expiring before detecting the recovery of the session manager.
11. The contact center system of claim 8 , wherein the one or more communications components comprise one or more of a Communication Manager (CM), an Interactive Voice Response (IVR) system, Call Recording System, Real-Time Analytics System, or a Session Border Controller (SBC), each of the one or more communications components comprising a processor and a memory coupled with and readable by the processor and storing therein a set of instructions which, when executed by the processor, causes the processor to reconstruct the communication session by detecting the failure of the session manager during the communication session and setting a timer in response to detecting the failure of the session manager.
12. The contact center system of claim 11 , wherein the instructions further cause the processors of the one or more communications components to receive the re-invitation message to the communication session from the application server, send an acceptance message to the application server in response to the re-invitation message, re-map a session initiated by the re-invitation message to the communication session based on the UCID from the re-invitation message, and reconstruct the communication session.
13. The contact center system of claim 12 , wherein the instructions further cause the processors of the one or more communications components to end the communication session if the timer expires before receiving the re-invitation message from the application server.
14. A non-transitory, computer-readable medium comprising a set of instructions stored therein which, when executed by a processor, causes the processor to reconstruct a communication session by:
inviting, by a session manager, an application server of a contact center to the communication session between the contact center and a caller, wherein the application server executes one or more applications to provide functionality to the communication session;
monitoring, by the application server of the contact center, the communication session with the caller, wherein the communication session includes at least the session manager of the contact center, the application server, and one or more communications components of the contact center and wherein the communication session is associated with a Universal Call IDentifier (UCID);
detecting, by the application server, a failure of the session manager during the communication session; and
sending, from the application server to the one or more communications components of the contact center in the communication session, a re-invitation message associated with the communication session in response to detecting a recovery of the session manager, the re-invitation message including the UCID.
15. The non-transitory, computer-readable medium of claim 14 , wherein monitoring the communication session further comprises identifying, by the application server, the one or more communications components of the contact center in the communication session based on messages sent or received by the identified one or more communications components of the contact center being associated with the UCID.
16. The non-transitory, computer-readable medium of claim 14 , wherein the instructions further cause the application server to set a timer in response to detecting the failure of the session manager and end monitoring of the communication session in response to the timer expiring before detecting the recovery of the session manager.
17. The non-transitory, computer-readable medium of claim 14 , wherein the one or more communications components of the contact center detect the failure of the session manager during the communication session and set a timer in response to detecting the failure of the session manager.
18. The non-transitory, computer-readable medium of claim 17 , wherein the one or more communications components of the contact center receive the re-invitation message to the communication session from the application server, send an acceptance message to the application server in response to the re-invitation message, re-map a session initiated by the re-invitation message to the communication session based on the UCID from the re-invitation message, and reconstruct the communication session.
19. The non-transitory, computer-readable medium of claim 18 , wherein the one or more communications components end the communication session if the timer expires before receiving the re-invitation message from the application server.
20. The non-transitory, computer-readable medium of claim 19 , wherein the one or more communications components comprise one or more of a Communication Manager (CM), an Interactive Voice Response (IVR) system, Call Recording system, Real-Time Analytics system, or a Session Border Controller (SBC).