SIP Proxy Server Routing for Multi-Tenant Contact Distribution

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Solution Overview

Problem

Automatic call distributors (ACDs) are expensive to purchase and operate, and organizations face challenges in providing effective client relations services without the need for these systems.

Innovation Solution

A method and apparatus for routing SIP INVITE messages through a contact distributor that provides contact distribution services to multiple independent tenants, using a SIP proxy server to identify and route calls based on predefined business rules, allowing for customized call handling and resource allocation.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If an automatic call distributor is purchased and operated, then call distribution services can be provided, but the cost of purchase and operation increases significantly

Engineering Contradiction:

Improvecall distribution serviceVSAvoidsystem cost

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The patent introduces a SIP proxy server as an intermediary component that enables call distribution services without requiring a full ACD system. The proxy server acts as a mediator between the SIP telephony infrastructure and the call distribution function, providing cost-effective call routing and distribution capabilities through standardized SIP protocols rather than expensive proprietary ACD hardware and software

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent replaces the traditional mechanical/electronic ACD system with a software-based SIP proxy server implementation. Instead of using complex hardware switchboards and proprietary call distribution engines, the invention uses standard SIP protocol processing over IP networks, substituting expensive physical infrastructure with cost-effective software running on standard servers

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Device complexity

If a third-party service provider is used for contact distribution, then operational costs are reduced, but the organization loses direct control over call handling

Engineering Contradiction:

Improveoperational costVSAvoidcall handling control

Core Design Contradiction:

Device complexityVSAdaptability or versatility

Solution Approach 1:

The patent implements dynamic call routing capabilities where the SIP proxy server can adaptively direct calls based on real-time conditions. The system supports flexible routing decisions that can be modified based on agent availability, call priorities, and business rules, allowing organizations to maintain control over call handling strategies while using third-party infrastructure

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system allows dynamic modification of call routing parameters and distribution policies. Organizations can change routing criteria, priority levels, and distribution rules without requiring system reconfiguration, enabling flexible adaptation to changing business needs while using the third-party SIP-based platform

Inventive Principle:

Principle #35Parameter changes

Data Source

PatentUS7764779B2SIP ACD multi-tenant mechanism that facilitates multiple levels of partitions or tenants

Publication Date: 2010.07.27 ALVARIA INC

AI summary

A method and apparatus are provided for routing a SIP INVITE by a contact distributor that provides contact distribution services to a plurality of independent contact distribution services tenants. The method includes the steps of routing the SIP INVITE to a SIP proxy server of the contact distributor, the SIP proxy server identifying a tenant associated with the SIP INVITE of the plurality of independent contact distribution services tenants and the SIP proxy server routing the SIP INVITE to a resource of the contact distributor based upon the identified tenant.