Leveraging a SIP forking model for distributed contact center routing
US8199895B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 24, 2008 |
| Grant date | Jun 12, 2012 |
| Priority date | — |
| Expiry date | Jan 11, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/493
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A method and apparatus are provided for transferring contacts among automatic contact distributors of an automatic contact distribution system. The method includes the steps of collecting information from a contact through an interactive voice response unit of a broker automatic call distributor of the automatic contact distribution system, incorporating the collected information into a SIP message, forking the SIP message from the broker automatic contact distributor to a plurality of other automatic contact distributors of the automatic contact distribution system and transferring the contact from the broker automatic contact distributors to one of the plurality of automatic contact distributors.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.