Avaya Inc.

Avaya Management L.p.

Sheridan Ross P.c.

Christopher David Baldwin

Kurt H Haserodt

Donald E Gillespie

Albert D Pessot

David L Chavez

Harsh V Mendiratta

Chandra Mouli Ravipati

Mark T Rolfs

James Douglas Free

Gordon Richards Brunson

Mehmet Balasaygun

Dan Gluskin

Alan S Mulberg

Benny Rodrig

Joaquin Omar Alvarado

Rickie E Meis

Luigi Gentile Polese

Robert V Phillips, Iii

Milos Pujić

Pamela G McGovern

David A Bernardini

Luigi Gentile-Polese

Rod Roehrich

Karen Dorato

Amerjit Sandhu

Neil Ellis Gallensky

Michael Gruen

The present disclosure provides a communication system and method, among other things. As a non-limiting example, the method includes receiving a call from a caller, parking the call, and while the call is parked, determining a paging target for the call. The method may further include paging a first target area in an attempt to summon the paging target to retrieve the parked call. The method may further include paging a second target area in an attempt to summon the paging target to retrieve the parked call, receiving a response from the paging target, and based on the response received from the paging target, connecting the paging target with the caller.

Intelligent park and page functions in a communication system

The technology disclosed herein enables incorporation of feature sets of a unified communications system and a contact center system. In a particular embodiment, a method includes, in a contact center system, in response to an agent logging into the contact center system, establishing a first connection between the contact center system and a unified communications endpoint operated by the agent. The first connection is established using a unified communications system that services the unified communications endpoint. After establishing the first connection, the method includes identifying a call on a second connection between the contact center system and a second endpoint operated by a user. In response to selecting the agent to handle the call, the method includes bridging the first connection and the second connection.

Unified communications incorporation in a contact center

An initial request is received to establish a communication session. The initial request contains a communication address of a first communication device. A communication server detects that the communication session cannot be established across a primary network. In response, the initial request is repurposed by changing the first communication address to a second communication address. The changed request is sent to a communication system, which adds a field to the changed request that indicates that the changed request is to be sent via a secondary network. The changed request is sent with the field to the communication server. The changed request with the second communication address is sent to a gateway to establish the communication session across a secondary network. A portion of the communication session is established using the second communication address. The first communication address is sent in the portion of the communication session using Dual-Tone-Multi-Frequency (DTMF).

Communication failover in a distributed network

Methods and systems for supporting the alternate routing of calls between endpoints, such as session initiation protocol (SIP) endpoints, are provided. An inner gateway alternate route (IGAR) application is invoked when the primary, Internet protocol, communication network is overloaded or otherwise unable to handle a call. The IGAR application assigns incoming and outgoing trunks, and serves as a contact point for session managers in routing the trunk call.

Alternate routing of voice calls in a heavily loaded SIP network

A distributed call control system is provided that can allot bandwidth amongst several call controllers. The distributed call control system includes one or more access elements that interface with a cloud that execute two or more instances of call processing servers that administer call control. The cloud members negotiate and determine bandwidth allocation amongst the members and the access elements. If an access element requires more bandwidth, the access element assesses its own needs and requests more bandwidth from the cloud. The negotiation and requests for bandwidth are accomplished with a set of dynamic and static bandwidth data that regiment the control of the bandwidth.

Efficient and cost-effective distributed call admission control

In one configuration, the present invention is directed to an enterprise network that includes geographically dislocated first and second network regions communicating with one another through first and second networks and respectively comprising first and second gateways and first and second groupings of trunks. A media server is positioned in the first network region that includes a routing agent. When a WAN outage occurs, the routing agent, using a dial plan, maps the dialed digits to an electronic address addressable over the PSTN and routes the call over the PSTN to the destination second communication device in the second network region.

Dial plan routing for fragmented networks

In one configuration, the present invention is directed to an enterprise network that includes geographically dislocated first and second network regionsandcommunicating with one another through first and second networksandand respectively comprising first and second gatewaysandand first and second groupings of trunks. A common electronic address is associated with the second grouping of trunks. A media serveris positioned in the first network regionthat includes an inter-gateway routing agent. The first network region transmits, as part of the establishment of a real-time or near real-time communication between first and second subscribers respectively in the first and second network regions, the common address to the second gateway. After the outgoing communication is answered by the second gateway, the first network region transmits in band to the second gatewaya user identifier associated with the second subscriber and/or a phantom user. The user identifier is used to establish the communication with the second subscriber.

Dial plan transparency for fragmented networks

In-band call association signaling for a single number destination

In one configuration, an enterprise network is provided that includes geographically dislocated first and second network regionsandthe first and second network regions being in communication with one another through first and second networksandand respectively comprising first and second gatewaysandand first and second groupings of links connected to the second networkA common electronic address is associated with the second grouping of links. In response to a request from a first subscriber to initiate a communication session with a second subscriber in the other network region, a media serverdetermines that the first networkis currently incapable of supporting the bearer channel for the session. In response, the first gatewaytransmits the common electronic address to the second gatewayAfter the common electronic address is received by the second gatewaythe first gatewaytransmits in band to the second gatewayan identifier that is used to establish the communication session.

Alternate routing of media connections within a single communications system across public or private network facilities

Growing community of inventors

Princeton, NJ, United States of America

Christopher David Baldwin