Agent State Machine for SIP Call Processing in ACDs
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Solution Overview
Problem
Automatic call distributors (ACDs) are not well-suited for handling Internet calls and are limited by the standards used for processing switched circuit calls through the public switched telephone network (PSTN).
Innovation Solution
A method and apparatus for processing calls within an automatic contact distributor system using a user agent application and an agent state machine that exchanges SIP commands, allowing for the management of call states and integration of both PSTN and Internet calls through Session Initiation Protocol (SIP) INVITE messages, enabling VOIP connections and adaptable communication formats.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If ACDs use traditional PSTN standards for processing calls, then they can effectively handle switched circuit calls through the public switched telephone network, but they cannot effectively handle Internet calls and VOIP connections
Solution Approach 1:
The ACD system is enhanced with a protocol conversion module that enables it to handle multiple communication protocols (PSTN, SIP, VOIP) through a unified architecture. The module translates between different protocols, allowing the existing ACD infrastructure to universally process both traditional circuit-switched calls and modern Internet-based calls without requiring separate specialized systems for each protocol type.
Solution Approach 2:
A protocol conversion module acts as an intermediary between the traditional ACD system and Internet-based communication protocols. This mediator translates SIP INVITE messages and other VOIP protocols into formats compatible with the existing ACD call distribution logic, enabling seamless integration of Internet calls into the traditional call handling workflow without directly modifying the core ACD architecture.
2Adaptability or versatility
If ACDs integrate multiple communication protocols (PSTN and Internet), then they can handle both types of calls, but the system complexity increases
Solution Approach 1:
The system is segmented into distinct functional modules: the existing ACD call distribution core remains separate from the newly added protocol conversion module. This segmentation allows the complex protocol translation functionality to be isolated in a dedicated component, making the overall system more manageable and maintainable despite handling multiple protocols. Each protocol type is processed through its own translation pathway within the module.
Solution Approach 2:
The protocol conversion module serves as an intermediary layer that shields the core ACD system from the complexity of multiple protocols. By handling all protocol translation and adaptation within this dedicated intermediary component, the core ACD logic remains simple and unchanged, while the system gains the ability to support multiple communication formats through the mediator's translation capabilities.
Data Source
AI summary
A method and apparatus are provided for processing a call with a client within an automatic contact distributor system. The method includes the step of providing a user agent application within a terminal of an agent of the automatic contact distributor system that functions as an interface for exchanging SIP commands and providing an agent state machine within the terminal of the agent that controls a plurality of call states of a connection of the call between the client and the agent where the agent state machine is different than the user agent application. The method further includes the steps of receiving a SIP INVITE by the user agent application from an automatic contact distributor of the automatic contact distribution system transferring the call from the automatic contact distributor to the agent and depicting a state of the plurality of states of the call on a display of the terminal based upon a logical state of the state machine.