Call transfer using session initiation protocol (SIP)

Abstract

A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network to a destination of transfer on the same or connected network. In a preferred use the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and the presence protocol enables at least one event-handling process normally performed by the routing application.

1 . A system for providing communication event routing and transfer capability in a multi-site communication-center environment comprising: 
 a presence protocol application;    a routing application;    a point of transfer on a network; and    a destination of transfer on the same or connected network;    characterized in that the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and wherein the presence protocol performs at least one event-handling process normally performed by the routing application.    
   
   
       2 . The system of  claim 1  wherein the presence protocol is Session Initiation Protocol.  
   
   
       3 . The system of  claim 1  wherein the presence protocol is Instant Messaging and Presence Protocol.  
   
   
       4 . The system of  claim 2  wherein the presence protocol includes Session Advertisement Protocol and Session Description Protocol.  
   
   
       5 . The system of  claim 1  wherein the routing protocol is T-server protocol.  
   
   
       6 . The system of  claim 1  wherein the point of transfer is a telephony switch.  
   
   
       7 . The system of  claim 1  wherein the destination of transfer is a telephony switch.  
   
   
       8 . The system of  claim 1  wherein the destination of transfer is an IP-capable device in an agent workstation.  
   
   
       9 . The system of  claim 6  wherein the destination of transfer is an IP-capable device in an agent workstation.  
   
   
       10 . The system of  claim 1  further comprising a communication server shared by at least two of the multiple communication-center sites.  
   
   
       11 . The system of  claim 10  wherein the communication server is hosted on one of the Internet, an Ethernet, or on a Virtual Private Network.  
   
   
       12 . The system of  claim 10  wherein the presence protocol is Session Initiation Protocol.  
   
   
       13 . The system of  claim 10  wherein the presence protocol is Instant Messaging and Presence Protocol.  
   
   
       14 . The system of  claim 10  wherein the routing protocol is T-server protocol.  
   
   
       15 . The system of  claim 10  wherein the point of transfer is a telephony switch.  
   
   
       16 . The system of  claim 10  wherein the destination of transfer is a telephony switch.  
   
   
       17 . The system of  claim 10  wherein the destination of transfer is an IP-capable device in an agent workstation.  
   
   
       18 . The system of  claim 16  wherein the destination of transfer is an IP-capable device in an agent workstation.  
   
   
       19 . A method for transferring a telephony communication event from one communication-center site switch to another comprising steps of: 
 (a) receiving an event at a first telephony switch at a first site;    (b) determining that the event requires transfer to a second identified telephony switch at the location of a second site;    (c) sending a request in the form of a presence protocol message to a processor controlling the switch at the second site;    (d) receiving at a processor controlling the switch at the first site a response in the form of a presence protocol message giving permission for the transfer; and    (e) executing the call transfer.    
   
   
       20 . The method of  claim 19  wherein in step (a) the event is a COST telephone call and the switch is a CTI-enabled telephony switch.  
   
   
       21 . The method of  claim 19  wherein in step (b) determination of transfer requirement is established through IVR interaction with the caller.  
   
   
       22 . The method of  claim 19  wherein in step (c) the presence protocol is Session Initiation Protocol.  
   
   
       23 . The method of  claim 19  wherein in step (c) the presence protocol is Instant Messaging and Presence Protocol.  
   
   
       24 . The method of  claim 19  wherein in steps (c) and (d), a request and response interaction also occurs using a routing protocol for exchanging information not handled in the presence protocol request/response interaction.  
   
   
       25 . The method of  claim 19  wherein the at least one event-handling process is event notification of the event for transfer.  
   
   
       26 . The method of  claim 19  wherein the at least one event-handling process is the process of reporting availability of an agent representing the final destination for the transferred event.