Nortel Networks Corporation

Rpx Clearinghouse LLC

Rockstar Bidco, LP

Andrew J Prokop

Tony McCormack

Patrick Hession

Michael E Gilleland

Establishing a communication session in a packet-based network. A communication session request is received from an originating device. The communication session request includes a destination address. A communication session is established with the originating device. The communication session includes a communication session identifier. Based on the destination address, a first media path is set up between the originating device and a first destination device, the first media path not including a communication session controller. The first media path between the originating device and the first destination device is taken down while maintaining the communication session with the originating device. After taking down the first media path, a second media path in the communication session is set up using the communication session identifier. The second media path extends between the originating device and a second destination device, the second media path not including the communication session controller.

Method to process a call request

A communication system includes a packet-based data network coupled to various network entities. The communications system includes a community that has a call processing system and various other devices, such as an integrated voice response (IVR) system and plural agent systems. The call processing system includes a combination of logical entities that perform call processing tasks. As an example, the logical entities may include a Session Initiation Protocol (SIP) proxy, a SIP client, and a SIP server. In response to a call request from outside the community, the call processing system, under control of the server, sends back responses to the originating system. The call processing system also establishes a call with a network element inside the community, such as the IVR system. The IVR system is capable of receiving input data from the originating system. Based on the received input data, the call processing system can reconnect or forward the call to one of the agent systems.

Method and apparatus to process a call request by establishing calls among devices

A communications system includes a network coupled to various network elements. The network elements include user systems that contain protocol-aware applications that are aware of the protocol used to establish streaming-type communications (e.g., audio, video, or multimedia) or text-based communications over the network. The protocol used for such communications may include the Session Initiation Protocol (SIP), H.323, or other protocols. Each of the user systems includes a rules engine that is capable of collecting information from a SIP message and comparing the information to criteria or rules that have been entered by a user. When a match occurs, one or more target applications or other software routines are launched to perform predetermined tasks. The launched applications or other software routines may include a web browser, for example.

Launching a web browser in response to a message relating to communications sessions

Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot be directed between agents and end users. This is addressed by directing contacts between an end user and contact center agents, without the need for operation of the contact center itself. In order to achieve this a plurality of associations between contact center agent addresses and the contact center address are made, stored and prioritised at a communications network node.

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Saint Paul, MN, United States of America

Andrew J Prokop