SIP Presence Tracking for Multimedia Call Routing
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Solution Overview
Problem
Existing automatic call distributors are not capable of handling and tracking multimedia calls effectively, particularly since they often require integration with local area networks, limiting their ability to manage calls entirely through the Internet.
Innovation Solution
An automatic contact distributor system that processes multimedia calls through the Internet by assigning a call identifier and using a tracking server to register call presence, incorporating VoIP and SIP protocols to route calls and collect tracking information, enabling efficient handling and routing of calls across multiple resources.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automatic call distributors are integrated with local area networks to handle calls, then call processing capability is improved, but ability to handle multimedia calls through the Internet deteriorates
Solution Approach 1:
The ACD system is designed to handle multiple types of communications (voice calls, multimedia calls, instant messaging) through a unified architecture that operates over the Internet. The system uses SIP protocol and presence information to universally manage different communication types without requiring separate specialized systems, thus achieving multi-functionality while maintaining Internet-based operation.
2Measurement precision
If call tracking is implemented through traditional PSTN methods using DNIS and ANI, then call target identification is improved, but support for Internet-based multimedia calls deteriorates
Solution Approach 1:
The system introduces a presence server as an intermediary that bridges call tracking requirements with Internet-based multimedia communication. The presence server receives presence information from users and provides it to the ACD system, enabling accurate identification of available agents for Internet-based calls without relying on traditional PSTN methods like DNIS and ANI.
Solution Approach 2:
The system transitions from using PSTN-specific parameters (DNIS, ANI) to using SIP-based parameters (presence information, user identifiers) for call tracking and agent selection. This parameter change enables the system to accurately identify call targets and available agents in Internet-based multimedia communication environments.
3Adaptability or versatility
If a tracking server is introduced to register call presence using SIP protocol, then call tracking capability for multimedia calls is improved, but system complexity deteriorates
Solution Approach 1:
The system merges the tracking server functionality with the existing ACD architecture, integrating presence information retrieval into the call distribution process. Rather than adding a completely separate complex tracking system, the presence server is incorporated as part of the ACD's agent selection mechanism, reducing overall system complexity while enabling multimedia call tracking.
Data Source
AI summary
A method and apparatus are provided for processing a call within an automatic contact distributor between a caller of the call and the automatic contact distributor. The method includes the steps of assigning a call identifier to the call when it arrives at the automatic contact distributor and transferring a call registration message from a resource of the automatic contact distributor to a tracking server of the automatic call distributor to register a presence of the call at the resource using the assigned call identifier.