Method of operating a contact center
US9247070B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 9, 2005 |
| Grant date | Jan 26, 2016 |
| Priority date | — |
| Expiry date | Aug 7, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M7/126
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center (180, 190, 200) comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.