Abstract: A dynamically loadable application (e.g., a networked application, such as a Back-to-Back User Agent (B2BUA)) receives a Session Initiation Protocol (SIP) message. For example, the SIP message may be an incoming SIP INVITE message to establish a communication session between a communication endpoint and an agent terminal in a contact center. The dynamically loadable application attaches information to the SIP message. The attached information is for adding additional graphical user interface element(s) on the agent terminal. The dynamically loadable application sends the SIP message with the attached information to the agent terminal. The agent terminal then uses the attached information to display additional graphical user interface element(s) on the agent terminal. For example, the graphical user interface element may be a new call recording button.

Abstract: When a call is received at a first contact center, information is collected about the call. The information can be information that the caller enters through an Interactive Voice Response (IVR) system, an Automatic Number Identification (ANI), an associated Universal Caller Identification (UCID), other information gathered from the caller, and the like. An identifier associated with a second contact center, such as a Dialed Number Identification Service (DNIS) number, is associated with the information and stored in a shared resource. The call is transferred to the second contact center using the identifier. As the transferred call comes into the second contact center, the second contact center determines if the identifier in the transferred call matches the stored identifier. If so, the information is used in the second contact center for various purposes in supporting the call, such as routing the call in the second contact center.

Abstract: Methods, devices, and systems for creating and using an interactive voice object are provided. An alternative way of providing Interactive Voice Response (IVR) capabilities to a Session Initiation Protocol (SIP) endpoint is described. More specifically, the present invention allows the SIP endpoint to have its SIP signaling controlled by an application running in a SIP application server.

Abstract: Methods, devices, and systems for creating an intermediate layer between a SIP endpoint and a SIP service. The intermediate layer may operate to provide a greater flexibility in quickly adapting to customer requirements and/or requests of the SIP service that would, without the intermediate layer, have to wait for long release cycles and request changes directly from the SIP service. The intermediate layer provides a way of increasing the set of features provided to SIP endpoints around the SIP service without changing the SIP service itself.

Abstract: Disclosed are systems, methods, and non-transitory computer-readable storage media for implementing a conference foyer for conferencing. The system receives a request to join a conference call that is hosted on a specific conference server. The system receives the request via a call from a caller using a specific phone number. The system is a back-to-back user agent configured to transfer requests to one or more SIP-based conference servers. Based on the request, the system identifies a specific conference server hosting the requested conference. The system uses a conference code included in the request to identify the specific conference server hosting the conference call. The system then transfers the call to the specific conference server, which can join the call to the conference requested by the caller. This approach provides a flexible, efficient, and scalable way to increase the number of conference calls associated with a specific phone number.

Abstract: A conference manager detects that a communication has been initiated between a communication device and conferencing system. A user of the conferencing system is identified. For example, the user can be identified by using the caller ID of the person who initiated the communication. In response to identifying the user of the conferencing system, the conference manager gets a list of conferences in which the user is scheduled to participate. The list can include one or more conferences. The list of conferences is sent to an application running on the communication device and displayed to the user. Once a conference from the list is selected by the user, the communication manager receives information that identifies the selected conference and the user is connected to the selected conference. As the user is connected to the conference, different progress messages can be sent and displayed to the user.

Abstract: 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.

Abstract: System and method to change a mode of communication used by an agent at a contact center for customer service, the method including: receiving, from a customer, a customer contact via a first mode of communication; establishing a first communication link, using the first mode of communication, between the customer and the agent; communicating by use of the first mode of communication between the customer and the agent; receiving an instruction, via an instant message, to change the mode of communication to a second mode of customer service; interpreting, by the contact center, the instruction from the agent; establishing a second communication link, using the second mode of communication, between the customer and the agent; and communicating by use of the second mode of communication between the customer and the agent.

Abstract: A call parker monitors calls between callers and a call center to determine the number of active calls to the call center. A maximum call center capacity is identified and compared to the number of active calls to determine if the maximum call center capacity is being met. If the maximum call center capacity has been met, new calls are intercepted and placed on hold until the maximum call center capacity is no longer being met (i.e., an agent completes a call). Once the maximum call center capacity is no longer being met, the new call(s) are transferred to the call center.

Abstract: System and method to change a mode of communication used by an agent at a contact center for customer service, the method including: receiving, from a customer, a customer contact via a first mode of communication; establishing a first communication link, using the first mode of communication, between the customer and the agent; communicating by use of the first mode of communication between the customer and the agent; receiving an instruction, via an instant message, to change the mode of communication to a second mode of customer service; interpreting, by the contact center, the instruction from the agent; establishing a second communication link, using the second mode of communication, between the customer and the agent; and communicating by use of the second mode of communication between the customer and the agent.

Abstract: Disclosed are systems, methods, and non-transitory computer-readable storage media for implementing a conference foyer for conferencing. The system receives a request to join a conference call that is hosted on a specific conference server. The system receives the request via a call from a caller using a specific phone number. The system is a back-to-back user agent configured to transfer requests to one or more SIP-based conference servers. Based on the request, the system identifies a specific conference server hosting the requested conference. The system uses a conference code included in the request to identify the specific conference server hosting the conference call. The system then transfers the call to the specific conference server, which can join the call to the conference requested by the caller. This approach provides a flexible, efficient, and scalable way to increase the number of conference calls associated with a specific phone number.

Abstract: 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.

Abstract: When a call is received at a first contact center, information is collected about the call. The information can be information that the caller enters through an Interactive Voice Response (IVR) system, an Automatic Number Identification (ANI), an associated Universal Caller Identification (UCID), other information gathered from the caller, and the like. An identifier associated with a second contact center, such as a Dialed Number Identification Service (DNIS) number, is associated with the information and stored in a shared resource. The call is transferred to the second contact center using the identifier. As the transferred call comes into the second contact center, the second contact center determines if the identifier in the transferred call matches the stored identifier. If so, the information is used in the second contact center for various purposes in supporting the call, such as routing the call in the second contact center.

Abstract: A conference manager detects that a communication has been initiated between a communication device and conferencing system. A user of the conferencing system is identified. For example, the user can be identified by using the caller ID of the person who initiated the communication. In response to identifying the user of the conferencing system, the conference manager gets a list of conferences in which the user is scheduled to participate. The list can include one or more conferences. The list of conferences is sent to an application running on the communication device and displayed to the user. Once a conference from the list is selected by the user, the communication manager receives information that identifies the selected conference and the user is connected to the selected conference. As the user is connected to the conference, different progress messages can be sent and displayed to the user.

Abstract: A call parker monitors calls between callers and a call center to determine the number of active calls to the call center. A maximum call center capacity is identified and compared to the number of active calls to determine if the maximum call center capacity is being met. If the maximum call center capacity has been met, new calls are intercepted and placed on hold until the maximum call center capacity is no longer being met (i.e., an agent completes a call). Once the maximum call center capacity is no longer being met, the new call(s) are transferred to the call center.