Split SIP Back-to-Back User Agent for Call Context Preservation
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
In environments with multiple automatic call distributors, transferring calls across locations often results in the loss of call context due to limitations in Voice over IP (VoIP) and Public Service Telephony Network (PSTN) technologies, particularly when PSTN networks are used, leading to increased costs and inflexibility.
Innovation Solution
The implementation of a split SIP back-to-back user agent system that converts SIP signaling to HTTP, allowing call data, including user-to-user information, to be transmitted between remote call centers without relying on PSTN or CTI, using standard SIP and HTTP protocols, which are easily extensible and cost-effective.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If PSTN is used for call transfer between remote call centers, then call context can be maintained, but deployment costs increase significantly
Solution Approach 1:
The patent introduces an intermediary HTTP-based signaling mechanism that mediates between SIP call transfer and PSTN networks. The system converts SIP INVITE requests to HTTP requests, allowing call data to be transmitted through standard web protocols rather than requiring direct PSTN integration, thus reducing deployment costs while maintaining call context.
Solution Approach 2:
The patent changes the signaling protocol parameter from SIP to HTTP for the back-to-back user agent communication. This parameter change enables the system to use standard web infrastructure instead of specialized PSTN or VoIP infrastructure, significantly reducing the need for expensive network build-out while preserving call information through HTTP headers.
2Productivity
If VoIP infrastructure is built out between remote locations, then call transfer efficiency improves, but deployment cost increases
Solution Approach 1:
The HTTP-based back-to-back user agent acts as an intermediary that enables efficient call transfer without requiring direct VoIP infrastructure between remote locations. The system uses standard web protocols as the mediator, allowing call data to be transmitted through existing internet infrastructure rather than requiring dedicated VoIP network build-out.
Solution Approach 2:
The patent leverages the universality of HTTP protocol, which is already widely deployed and understood across the internet, to serve call transfer purposes. This multi-functional approach allows the same infrastructure used for web browsing to handle call signaling, eliminating the need for separate specialized VoIP infrastructure.
3Adaptability or versatility
If SIP to PSTN conversion is used for call transfer, then call routing flexibility improves, but call context is lost
Solution Approach 1:
The HTTP request serves as an intermediary that carries call context information between SIP-based call centers without requiring conversion to PSTN. The system maintains SIP signaling throughout the transfer process, using HTTP only for the back-to-back user agent communication, thus preserving call context while enabling routing flexibility.
Solution Approach 2:
The patent segments the call transfer process into two independent parts: SIP signaling for call setup and routing, and HTTP signaling for back-to-back user agent communication. This segmentation allows each protocol to perform its optimal function without compromising the other, maintaining call context while enabling flexible routing.
4Productivity
If CTI integration approaches like Translation Routing are used, then call transfer capability improves, but system complexity and customization requirements increase
Solution Approach 1:
The patent uses the universal HTTP protocol, which is already standard across the internet, to enable call transfer functionality. This approach eliminates the need for custom CTI integration specific to each ACD platform, reducing system complexity while maintaining call transfer capability through a standardized interface.
Solution Approach 2:
Instead of adapting CTI systems to work with existing ACD platforms (the traditional approach), the patent inverts the approach by having ACD platforms communicate through standard SIP and HTTP protocols. This inversion simplifies the system architecture by using widely-standardized protocols rather than requiring custom integrations.
Data Source
AI summary
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for splitting SIP back-to-back user agents and converting SIP communications between a back-to-back user agent server and a back-to-back user agent client to HTTP requests while preserving SIP headers. The back-to-back user agent server receives a SIP invite from a caller and converts the SIP invite to an HTTP request, wherein headers from the SIP invite are preserved in the HTTP request. The server transmits the HTTP request to a user agent client via a wide area network connection and receives, from the user agent client, an HTTP response to the HTTP request. The server converts the HTTP response to a SIP response, and transmits the SIP response to the caller, wherein the SIP response contains instructions for establishing SIP communications between the caller and a callee via a network.