EP2057832A1 - Procédé pour proposer un service de centre d'appel dans un reseau de pair à pair - Google Patents

Procédé pour proposer un service de centre d'appel dans un reseau de pair à pair

Info

Publication number
EP2057832A1
EP2057832A1 EP07787679A EP07787679A EP2057832A1 EP 2057832 A1 EP2057832 A1 EP 2057832A1 EP 07787679 A EP07787679 A EP 07787679A EP 07787679 A EP07787679 A EP 07787679A EP 2057832 A1 EP2057832 A1 EP 2057832A1
Authority
EP
European Patent Office
Prior art keywords
peer
call center
network
call
subscriber
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP07787679A
Other languages
German (de)
English (en)
Inventor
Mohammad Vizaei
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Nokia Solutions and Networks GmbH and Co KG
Original Assignee
Nokia Siemens Networks GmbH and Co KG
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Nokia Siemens Networks GmbH and Co KG filed Critical Nokia Siemens Networks GmbH and Co KG
Publication of EP2057832A1 publication Critical patent/EP2057832A1/fr
Withdrawn legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/28—Data switching networks characterised by path configuration, e.g. LAN [Local Area Networks] or WAN [Wide Area Networks]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • H04L67/104—Peer-to-peer [P2P] networks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • H04L67/104—Peer-to-peer [P2P] networks
    • H04L67/1044—Group management mechanisms 
    • H04L67/1046—Joining mechanisms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • H04L67/104—Peer-to-peer [P2P] networks
    • H04L67/1087—Peer-to-peer [P2P] networks using cross-functional networking aspects
    • H04L67/1093—Some peer nodes performing special functions
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session management
    • H04L67/147—Signalling methods or messages providing extensions to protocols defined by standardisation
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
    • H04M7/0063—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer where the network is a peer-to-peer network

Definitions

  • the invention relates to a method for offering a Call Center service in a peer-to-peer network.
  • peer-to-peer is usually understood to mean an equal relationship between units involved in a communication, such as computers used by subscribers for communication. Peer-to-peer can therefore also be seen as a synonymous name for a communication among equals.
  • the peer is a unit involved in the communication - e.g. a computer or the subscriber from whom this computer is used.
  • Peer-to-peer networks are therefore networks without central access control, in which e.g. all computers have equal rights or all participants have the same rights.
  • each unit e.g., computer, etc.
  • the units or computers can be used by the participants as workstations, but also take over tasks in the network.
  • peer-to-peer network connection exists directly between the computers of two users without the intervention of a network server.
  • Peer-to-peer networks can be used for a variety of purposes. They are used in particular for exchanging information and / or data, e.g. File exchanges for music or video files, games, etc. used. However, peer-to-peer networks are also used for services such as Instant Messaging, where participants can communicate (chat) in real-time with other participants using short text messages. Furthermore, peer-to-peer networks are also used for so-called grid computing - as it is known, for example. used in biotechnology or computer engineering organizations. Grid computing can also be referred to as "distributed computing" where unused CPU power and / or free space of other computers is used in the peer-to-peer network when computer-intensive computer processes are required.
  • peer-to-peer networks have also been used for so-called IP telephony or Voice-over-IP, which includes telephoning over a communication network according to Internet standards.
  • the peer-to-peer network allows calls from one computer to another, whereby This can for example be performed independently of servers such as so-called proxy servers or security programs such as so-called firewalls in routers.
  • the peer-to-peer network forms a so-called "closed" communication network, which means that the services such as Voice-over-IP, etc.
  • any participant in the peer-to-peer network will be deemed to be active when it is enrolled in the peer-to-peer network such resources as, for example, IP address, e-mail address or other information such as information indicating what services or features of the peer-to-peer network have been used or activated by the subscriber eg also be summarized in a so-called user profile.
  • resources such as, for example, IP address, e-mail address or other information such as information indicating what services or features of the peer-to-peer network have been used or activated by the subscriber eg also be summarized in a so-called user profile.
  • Dynamic resources are only available if the subscriber is actually logged on to the peer-to-peer network.
  • a dynamic resource is e.g. The IP address via which the computer of a subscriber or the peer can be addressed.
  • Static resources such as The e-mail address of a subscriber is always available for the peer-to-peer network, even if the subscriber is not logged in or his computer is switched off.
  • Peer-to-peer networks are particularly well suited for the so-called home network, for smaller corporate networks or applications in the business sector.
  • Peer-to-peer networks offer advantages such as low costs, since the tasks of the network are distributed over several computers and thus no additional hardware is required; low license costs, because, for example, no - usually expensive - server licenses or simple installation, since setting up or extending a peer-to-peer network is relatively simple and requires no special knowledge of a network operating system.
  • Peer-to-peer networks can be used not only for the exchange of information and / or data in the form of files or "distributed computing" (Grid Computing), but also for IP telephony or Voice-over-IP is it - particularly when used as a corporate network - interesting, even in peer-to-peer network is a function of a telephone or a Cail centers eg to provide a call center service available, as example ⁇ as (traditional telephone exchange eg private branch exchanges, PABX, Centrex, etc.).
  • a telephone system is a switching device by which several terminals - so-called extensions (e.g., telephone set, fax machine, etc.) are connected to each other as well as to a public telephone network.
  • extensions e.g., telephone set, fax machine, etc.
  • a telephone system is usually based on a central processing unit, which manages the connected extensions and the switching function is perceived for the calls. With this central processing unit, functions such as e.g. realized the switchboard or the Call Center service.
  • a switchboard or call center are usually referred to in connection with a telephone system one or more special terminals and special extensions of the telephone system such as a routing system.
  • the routing system ensures that incoming calls first reach the switchboard to a so-called operator, from which then the call is forwarded to the desired subscriber.
  • a call is routed from the routing system to the attendant to an operator when, for example, from the Caller a so-called main phone number of the telephone system has been selected or if, for example, the called party is unreachable (eg the subscriber is busy or does not answer or has diverted to Call Center).
  • a switchboard is often coupled with a so-called queue function.
  • a call is queued instead of rejecting this call, for example, if all the operators of the
  • the call is then connected to this operator.
  • the call can be e.g. by playing an announcement or a tape in the line.
  • the Call Center services and telephone exchange functionalities offered today are usually implemented using telephone systems.
  • the common telephone systems are based on a central processing unit, of which the extensions or terminals such as clients are centrally managed in client-server system. Functions as well as systems such as the routing system or the queue function are provided centrally.
  • the present invention is therefore based on the object to offer a method by which a call center service can be offered to subscribers in a peer-to-peer network.
  • the solution of this object is achieved by a method for offering a Call Center service in a peer-to-peer network, wherein at least one peer is expanded in the peer-to-peer network with a call center functionality and then by means of a Search algorithm is checked whether a called party in the peer-to-peer network is logged on or not. In the event that the called party is logged in, an IP address of the subscriber is first determined and then determined whether the Call Center service has been activated for this subscriber. Then an incoming call is redirected to the peer with call center function.
  • the main aspect of the proposed solution according to the invention is that in the peer-to-peer network the subscribers can be offered a call center service, wherein already existing computers and systems - ie the available peers can be used.
  • the Call Center function can be designed as a somewhat extended client program.
  • a peer with Call Center function continues to be regarded as a "normal" peer, and the resources available in the peer-to-peer network (eg IP address, E Mail address, etc.) of the Subscriber or database and peer-to-peer software such as the search algorithm for the call center service - if ⁇ given in slightly modified form (eg entry whether or not by a particular peer call center service is used in a participant's resources).
  • the search algorithm then, for example, assumes a routing function for the call center service.
  • those peer-to-peer network subscribers using the Call Center service are assigned a peer with call center function. This allows the search algorithm to be simple
  • the resources of the subscriber are thereby easily extended - at least by one entry, in which it is recorded whether the call center service has been activated for this subscriber or this peer and to which peer with call center service the call is to be forwarded.
  • the IP address of the peer with Call Center function can be used to forward the call.
  • each peer it is usually not necessary for each peer to have a call center function. It is sufficient if at least one peer or several peers in the network have the Call Center function. Therefore, it makes sense and advantageous if a peer with Call Center function has multiple participants or peers without Call Center function can be assigned.
  • the peer with Call Center function from the entries of the called party in the peer-to-peer network, a status of this participant is queried.
  • a status of this participant is queried.
  • subscriber status queries provide functions such as "buddy list.”
  • buddy lists are e.g. already used in the service "instant messaging.”
  • a "buddy list” is a kind of contact list in which
  • the "buddy list” also indicates which current status (for example “online”, “not available”, “absent”, “offline”, etc.) has a subscriber in the network.
  • SIP Session Initiation Protocol
  • SIP is a signaling protocol for Voice-over-IP defined by the Internet Engineering Task Force IETF by a plurality of Requests for Comments RFCs such as RFC 3261 or IP telephony represents.
  • FIG. 1 shows the sequence of the method according to the invention when the called subscriber is not registered in the peer-to-peer network.
  • FIG. 1 schematically illustrates a peer-to-peer network P2P, which comprises by way of example a first peer A, a second peer B and a third peer C.
  • P2P peer-to-peer network
  • the first participant of the peer-to-peer network P2P are also referred to as a caller and the second participant as a called party.
  • the peer C of the peer-to-peer network P2P has been extended with a call center function CC-F and can therefore be used as call center for calls in the peer-to-peer network P2P.
  • a call is set up in the peer-to-peer network P2P and recognized by means of a search algorithm that the called subscriber or the peer B is registered in the peer-to-peer network P2P. Therefore, in the first method step 11, an IP address of the peer B or of the called subscriber is determined. This IP address is then made available to Peer A or the caller for setting up the call. For carrying out the search algorithm and for determining the IP address from subscriber resources available in the peer-to-peer network P2P in the first method step 11, it does not matter which concrete structure of a peer-to-peer network P2P is used ,
  • a centralized (hybrid) architecture of the peer-to-peer network P2P on one or more servers, information or data about the subscribers, such as e.g. Subscriber resources or user profiles are managed, the run of the search algorithm and the determination of the IP address of a subscriber only on this server or these servers.
  • the peer-to-peer (P2P) remote peer networks which omit any centralized facility, the search algorithm becomes P2P throughout the peer-to-peer network performed to determine if a particular participant / peer is logged in or not.
  • a third category of peer-to-peer network architecture P2P is a hybrid of the two other network forms.
  • so-called super-peers with connected clients "Cluster wherein the super peer manages information and / or data (eg subscriber resources, etc.) of the connected" clients ".
  • the super-peer will be traversed by the search algorithm to determine if a particular subscriber / peer is logged in or not or, for example, to determine its IP address.
  • a call to Peer B will be established.
  • a call center service has been activated for the called subscriber or peer B.
  • the caller or the peer A is therefore informed of the IP address of the peer C with call center function CC-F, which is assigned to the peer B as call center.
  • the call is then redirected to the peer C with call center function CC-F.
  • the call is then delivered to the peer C with call center function CC-F or the call center.
  • the caller may e.g. a locally stored on the peer C announcement are played and thus the call is held until the call center is back. If the Call Center is immediately available, the call will be accepted.
  • the call is then forwarded in a fourth method step 14 to the peer B or to the called subscriber.
  • the call can be placed in a e.g. using the Session Initiation Protocol SIP realized signaling are provided with a special identifier. This special identifier then indicates that the call already had contact with Peer C or the Call Center. In this way, so-called endless loops for the call are avoided.
  • FIG. 2 schematically shows the sequence of the method according to the invention for the case in which the called subscriber or the associated peer B is not logged in or not active in the peer-to-peer network P2P.
  • the peer-to-peer network P2P is shown schematically, which includes, by way of example, the peers A, B and C, the peer B not being at the peer in this case. to peer network is logged on.
  • the peer C of the peer-to-peer network P2P is again extended with the call center function CC-F and is therefore used as call center for calls in the peer-to-peer network P2P.
  • a caller in the peer-to-peer network P2P is set up by a caller by means of his peer A to form a called subscriber or his peer B.
  • the search algorithm determines that the called subscriber or the peer B is not registered in the peer-to-peer network P2P. Therefore, for the peer B or the called party, e.g. no IP address in the peer-to-peer network available for delivery of the call.
  • the search algorithm finds further information - so-called static subscriber resources - for the called subscriber or peers B. Based on these static resources, it is determined that the call center or peer B has the call center service activated.
  • An address (e.g., IP address) of the peer C with call center function CC-F can therefore also be determined from the static resources if it has been assigned to the called subscriber or peer B as call center.
  • the call is then forwarded to the peer C with call center function CC-F and accepted by the call center belonging to the peer C - if this is not busy, for example.
  • the caller can play a locally stored on Peer C announcement to hold the call until the call center is back up.
  • the call center or peer C queries a status of the called subscriber or peer B in the peer-to-peer network P2P, which can be communicated to the caller.
  • a function such as e.g. the "buddy list” function, which is also used in services such as instant messaging, is a kind of contact list in which addresses can be stored by other subscribers.
  • the "buddy list” also shows which current status (eg "online”, “not available”, “absent", "offline”, etc.) a participant has in the network. Offline, "absent", etc.) can then be determined by the call center and communicated to the caller.

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Computing Systems (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • Mathematical Physics (AREA)
  • Theoretical Computer Science (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)
  • Telephonic Communication Services (AREA)

Abstract

La présente invention concerne un procédé pour proposer un service de centre d'appel dans un réseau de pair à pair (P2P), dans lequel au moins un pair (C) dans le réseau de pair à pair (P2P) dispose de la fonction avancée de centre d'appel (CC-F) et il est ensuite vérifié au moyen d'un algorithme de recherche si un abonné appelé est inscrit ou pas (11, 21) dans le réseau de pair à pair (P2P). Au cas où l'abonné appelé est inscrit, une adresse IP de l'abonné est d'abord transmise (11) et on détermine ensuite si pour cet abonné, le service de centre d'appel a été activé (12). Puis un appel entrant est renvoyé (12, 13) à un pair (C) disposant de la fonction de centre d'appel (CC-F) et n'est transmis (14) qu'après un contact avec le pair (C) avec la fonction de centre d'appel (CC- F) à l'abonné appelé. Au cas où l'abonné n'est pas inscrit dans le réseau de pair à pair (P2P) , d'autres entrées de l'abonné appelé sont tout d'abord vérifiées (21) dans le réseau de pair à pair (P2P). Dans le cas d'une entrée pour un service actif de centre d'appel, une adresse d'un pair (C) ayant la fonction de centre d'appel (CC-F) est recherchée (21) et ensuite l'appel entrant est transmis (22) directement à ce pair (C) disposant de la fonction de centre d'appel (CC-F).
EP07787679A 2006-08-21 2007-07-18 Procédé pour proposer un service de centre d'appel dans un reseau de pair à pair Withdrawn EP2057832A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
DE102006039170A DE102006039170B4 (de) 2006-08-21 2006-08-21 Verfahren zum Anbieten eines Call Center-Dienstes in einem Peer-to-Peer-Netzwerk
PCT/EP2007/057418 WO2008022855A1 (fr) 2006-08-21 2007-07-18 Procédé pour proposer un service de centre d'appel dans un reseau de pair à pair

Publications (1)

Publication Number Publication Date
EP2057832A1 true EP2057832A1 (fr) 2009-05-13

Family

ID=38596875

Family Applications (1)

Application Number Title Priority Date Filing Date
EP07787679A Withdrawn EP2057832A1 (fr) 2006-08-21 2007-07-18 Procédé pour proposer un service de centre d'appel dans un reseau de pair à pair

Country Status (6)

Country Link
US (1) US20100011111A1 (fr)
EP (1) EP2057832A1 (fr)
KR (1) KR20090053924A (fr)
CN (1) CN101536481A (fr)
DE (1) DE102006039170B4 (fr)
WO (1) WO2008022855A1 (fr)

Families Citing this family (29)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7933260B2 (en) 2004-06-29 2011-04-26 Damaka, Inc. System and method for routing and communicating in a heterogeneous network environment
US7570636B2 (en) 2004-06-29 2009-08-04 Damaka, Inc. System and method for traversing a NAT device for peer-to-peer hybrid communications
US8050272B2 (en) 2004-06-29 2011-11-01 Damaka, Inc. System and method for concurrent sessions in a peer-to-peer hybrid communications network
US8009586B2 (en) 2004-06-29 2011-08-30 Damaka, Inc. System and method for data transfer in a peer-to peer hybrid communication network
WO2009032854A2 (fr) 2007-09-03 2009-03-12 Damaka, Inc. Dispositif et procédé permettant de conserver une session de communication pendant une transition de réseau
US8862164B2 (en) 2007-09-28 2014-10-14 Damaka, Inc. System and method for transitioning a communication session between networks that are not commonly controlled
WO2009070718A1 (fr) 2007-11-28 2009-06-04 Damaka, Inc. Système et procédé pour le transfert intercellulaire de point d'extrémité dans un environnement de réseautage poste à poste hybride
US8370480B2 (en) * 2007-12-27 2013-02-05 Genesys Telecommunications Laboratories, Inc. Method and system for propagating statistics between federated contact center sites for use in event distribution
US8706888B2 (en) 2009-10-20 2014-04-22 Avaya, Inc. Hierarchal structuring of nodes in a peer-to-peer network
US8725895B2 (en) 2010-02-15 2014-05-13 Damaka, Inc. NAT traversal by concurrently probing multiple candidates
US8892646B2 (en) 2010-08-25 2014-11-18 Damaka, Inc. System and method for shared session appearance in a hybrid peer-to-peer environment
US8874785B2 (en) 2010-02-15 2014-10-28 Damaka, Inc. System and method for signaling and data tunneling in a peer-to-peer environment
US8689307B2 (en) 2010-03-19 2014-04-01 Damaka, Inc. System and method for providing a virtual peer-to-peer environment
US8000464B1 (en) * 2010-03-23 2011-08-16 IntelePeer Inc. Method of managing a peering database in a telecommunications network
US9043488B2 (en) 2010-03-29 2015-05-26 Damaka, Inc. System and method for session sweeping between devices
US9191416B2 (en) 2010-04-16 2015-11-17 Damaka, Inc. System and method for providing enterprise voice call continuity
US8352563B2 (en) 2010-04-29 2013-01-08 Damaka, Inc. System and method for peer-to-peer media routing using a third party instant messaging system for signaling
US8446900B2 (en) 2010-06-18 2013-05-21 Damaka, Inc. System and method for transferring a call between endpoints in a hybrid peer-to-peer network
US8611540B2 (en) 2010-06-23 2013-12-17 Damaka, Inc. System and method for secure messaging in a hybrid peer-to-peer network
US20110246577A1 (en) * 2010-06-23 2011-10-06 Self Michael R System, Method and Apparatus for Enhanced Processing of Communication in a Peer-to-Peer Network
US8468010B2 (en) 2010-09-24 2013-06-18 Damaka, Inc. System and method for language translation in a hybrid peer-to-peer environment
US8743781B2 (en) 2010-10-11 2014-06-03 Damaka, Inc. System and method for a reverse invitation in a hybrid peer-to-peer environment
US8407314B2 (en) 2011-04-04 2013-03-26 Damaka, Inc. System and method for sharing unsupported document types between communication devices
US8694587B2 (en) 2011-05-17 2014-04-08 Damaka, Inc. System and method for transferring a call bridge between communication devices
US8478890B2 (en) 2011-07-15 2013-07-02 Damaka, Inc. System and method for reliable virtual bi-directional data stream communications with single socket point-to-multipoint capability
US9027032B2 (en) 2013-07-16 2015-05-05 Damaka, Inc. System and method for providing additional functionality to existing software in an integrated manner
US9357016B2 (en) 2013-10-18 2016-05-31 Damaka, Inc. System and method for virtual parallel resource management
WO2016022574A1 (fr) 2014-08-05 2016-02-11 Damaka, Inc. Système et procédé d'établissement de connectivité de communications et de collaboration unifiées (ucc) entre des systèmes incompatibles
US10091025B2 (en) 2016-03-31 2018-10-02 Damaka, Inc. System and method for enabling use of a single user identifier across incompatible networks for UCC functionality

Family Cites Families (13)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7269160B1 (en) * 2000-05-26 2007-09-11 Buffalo International, Inc. Voice over internet call center integration
US20030004822A1 (en) * 2001-06-29 2003-01-02 Internatioanl Business Machines Corporation Method and apparatus for integrated multi-channel retailing
US8180034B2 (en) * 2001-07-27 2012-05-15 Alcatel Lucent Apparatus, and associated method, for a CTI-enabled SIP-phone
EP1582051B1 (fr) * 2002-12-20 2018-11-21 Avaya Canada Corp. Systeme de messagerie vocale pour reseaux a commutation par paquets
DE10345072B4 (de) * 2003-09-26 2009-02-12 Siemens Enterprise Communications Gmbh & Co. Kg Verfahren zum Aufbau einer Kommunikationsverbindung in einem direkt kommunizerenden Kommunikationsnetzwerk
DE10345051B4 (de) * 2003-09-26 2009-04-09 Siemens Ag Verfahren zum Aufbau einer Kommunikationsverbindung in einem direkt kommunizierenden Kommunikationsnetzwerk
US20050141694A1 (en) * 2003-12-26 2005-06-30 Alcatel Real-time communications call center server
US20050141479A1 (en) * 2003-12-31 2005-06-30 Timucin Ozugur Presence-based routing in a communications network environment
US20060101098A1 (en) * 2004-11-10 2006-05-11 Morgan David P Session initiation protocol call center
DE102004055494B4 (de) * 2004-11-17 2007-11-08 Siemens Ag Verfahren zur Weiterleitung eines Rufes in einem der direkt kommunizierenden Kommunikationsnetzwerk und Kommunikationskomponente für ein direkt kommunizierendes Kommunikationsnetzwerk
US20070003043A1 (en) * 2005-06-23 2007-01-04 Cisco Technology, Inc. Method and system for content selection while call is on hold
US8817955B2 (en) * 2006-06-30 2014-08-26 Microsoft Corporation Peer-to-peer broadcasting in a VoIP system
US8929533B2 (en) * 2006-11-27 2015-01-06 Rockstar Consortium Us Lp Peer to peer contact center

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See references of WO2008022855A1 *

Also Published As

Publication number Publication date
CN101536481A (zh) 2009-09-16
KR20090053924A (ko) 2009-05-28
DE102006039170A1 (de) 2008-02-28
WO2008022855A1 (fr) 2008-02-28
US20100011111A1 (en) 2010-01-14
DE102006039170B4 (de) 2009-01-15

Similar Documents

Publication Publication Date Title
DE102006039170B4 (de) Verfahren zum Anbieten eines Call Center-Dienstes in einem Peer-to-Peer-Netzwerk
DE102011101961B4 (de) SIP-Überwachungs-und Steuerungsankerpunkte
DE102011101963B4 (de) SIP-Ankerpunkte zum Belegen von gemeinsamen Kommunikationsprotokollen
DE102006005814A1 (de) Verfahren und Vorrichtung zum Verarbeiten eines Kontaktes mit einem Client innerhalb eines Kontaktverteilers in Verbindung mit computerunterstützten automatischen Rufvermittlungen
DE102008062983B4 (de) Intelligenter Lastausgleich für Call-Center-Anwendungen
DE102011122179A1 (de) Hochgradig skalierbarer und verteilter Anruf-/Medienmodellierungs- und -Steuerungsrahmen
DE102006019922A1 (de) SIP ACD Mehrteilnehmermechanismus, der mehrere Ebenen von Teilen oder Teilnehmern vereinfacht
DE10345051B4 (de) Verfahren zum Aufbau einer Kommunikationsverbindung in einem direkt kommunizierenden Kommunikationsnetzwerk
EP1813091B1 (fr) Distribution d'appels dans un reseau de communication directe
DE112004003043B4 (de) System und Verfahren zur Bekanntgabe und Lokalisierung von Diensten in einem verteilten Peer-to-Peer-Netzwerk
EP1929748B1 (fr) Systeme d'aide en cas d'absence pour des systemes de communication multimedia
DE102006043233B4 (de) Verfahren zum Anbieten von Centrex-Leistungsmerkmalen in einem Peer-to-Peer-Netzwerk
EP1520391B1 (fr) Reseau de communication comportant des composants de communication presentant des fonctionnalites client et serveur et des fonctions de recherche
EP1520389B1 (fr) Reseau presentant des fonctions de recherche integrees dans des composants de communication
DE102004012503B4 (de) Kommunikationsserver und Verfahren zur Steuerung und Überwachung von Endgeräten, und Kombination aus einem Kommunikationsserver, einer Mehrzahl von Kommunikationsknoten und Endgeräten
DE102006039169A1 (de) Verfahren zum Anbieten eines Voice-Mail-Dienstes in einem Peer-to-Peer-Netzwerk (P2P)
EP3959850B1 (fr) Procédé de fourniture de données d'établissement de connexion ainsi qu'ensemble comprenant une pluralité de serveurs de communication et un intermédiaire
EP2469822B1 (fr) Intégration ordinateur-téléphone dans laquelle les ordinateurs sont connectés par l'intermédiaire d'un serveur de présence
DE102005043040B4 (de) Verfahren zum gezielten Blockieren von Diensten in einem IP Multimedia Subsystem
DE19829026A1 (de) Dienstbereitstellungssystem
DE10230689A1 (de) Verfahren zur Ressourcen-Auswahl in Kommunikations-Netzwerken
EP1853020B1 (fr) Assistant décentralisé d'absence
WO2007025863A1 (fr) Procede pour etablir une liaison de telecopie par un reseau decentralise
EP1744529A1 (fr) Procédé pour améliorer la disponibilité de services dans un réseau de communication poste à poste
WO2007036398A1 (fr) Procede pour appeler des serveurs d'application presentant differents modes de fonctionnement par l'intermediaire d'un sous-systeme multimedia ip

Legal Events

Date Code Title Description
PUAI Public reference made under article 153(3) epc to a published international application that has entered the european phase

Free format text: ORIGINAL CODE: 0009012

17P Request for examination filed

Effective date: 20090323

AK Designated contracting states

Kind code of ref document: A1

Designated state(s): AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HU IE IS IT LI LT LU LV MC MT NL PL PT RO SE SI SK TR

AX Request for extension of the european patent

Extension state: AL BA HR MK RS

17Q First examination report despatched

Effective date: 20101102

STAA Information on the status of an ep patent application or granted ep patent

Free format text: STATUS: THE APPLICATION IS DEEMED TO BE WITHDRAWN

18D Application deemed to be withdrawn

Effective date: 20110513