SIP ACD Buffer Server for Internet Call Distribution

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Solution Overview

Problem

Automatic call distributors (ACDs) are not well-suited for handling Internet calls, as they rely on standards that are not applicable to the Internet, particularly in processing switched circuit calls within the Public Switched Telephone Network (PSTN).

Innovation Solution

The implementation of a method and apparatus using Session Initiation Protocol (SIP) to distribute Internet calls, where an automatic contact distributor receives a SIP INVITE, selects an agent, and exchanges call information through a buffer server, enabling the handling of Internet calls by concealing agent URLs and controlling agent utilization.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If ACD uses traditional PSTN standards for call distribution, then circuit switch call handling is effective, but Internet call handling capability is insufficient

Engineering Contradiction:

Improvecall handling capabilityVSAvoidprotocol compatibility

Core Design Contradiction:

Adaptability or versatilityVSReliability

Solution Approach 1:

The ACD system is enhanced to handle multiple types of calls (both traditional PSTN circuit-switched calls and Internet IP-based calls) through a single unified platform. The system incorporates SIP protocol support while maintaining compatibility with traditional telephony standards, allowing it to function as both a traditional ACD and an Internet call distributor.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

A buffer server acts as an intermediary component between the SIP-based Internet call distribution system and the traditional ACD infrastructure. This buffer server receives SIP INVITE messages, manages agent availability information, and facilitates call routing without requiring complete system redesign, thereby enabling Internet call handling while preserving existing PSTN capabilities.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Ease of operation

If ACD distributes calls directly to agents, then call routing is simple, but agent URL security and control are compromised

Engineering Contradiction:

Improvecall routing simplicityVSAvoidagent URL exposure

Core Design Contradiction:

Ease of operationVSObject-affected harmful factors

Solution Approach 1:

The buffer server serves as a mediator that sits between the public Internet-facing SIP interface and the internal agent endpoints. It conceals the actual agent URLs by acting as a reverse proxy, receiving SIP requests from clients and forwarding them to appropriate agents without exposing agent identities or locations. This maintains call routing efficiency while enhancing security.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The buffer server creates and manages SIP URI aliases or redirects that map public-facing contact information to internal agent endpoints. Instead of exposing real agent URLs, the system uses virtualized or anonymized identifiers that the buffer server translates into actual agent locations, thereby protecting agent identity while enabling call delivery.

Inventive Principle:

Principle #26Copying

Data Source

PatentUS7822016B2IP ACD using SIP format

Publication Date: 2010.10.26 ALVARIA INC

AI summary

A method and apparatus are provided for distributing Internet calls by an automatic contact distributor. The method includes the steps of receiving a Session Initiation Protocol INVITE by the automatic contact distributor that identifies an Internet call to be established with a client, selecting an agent to handle the Internet call and exchanging call information between the client and the selected agent through a buffer server.