WO2004017161A3 - High availability voip subsystem - Google Patents
High availability voip subsystem Download PDFInfo
- Publication number
- WO2004017161A3 WO2004017161A3 PCT/US2003/024124 US0324124W WO2004017161A3 WO 2004017161 A3 WO2004017161 A3 WO 2004017161A3 US 0324124 W US0324124 W US 0324124W WO 2004017161 A3 WO2004017161 A3 WO 2004017161A3
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- gateways
- high availability
- sip
- call
- pstn
- Prior art date
Links
Classifications
-
- 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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5233—Operator skill based call distribution
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
- H04L41/5064—Customer relationship management
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/21—Monitoring or handling of messages
- H04L51/222—Monitoring or handling of messages using geographical location information, e.g. messages transmitted or received in proximity of a certain spot or area
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/21—Monitoring or handling of messages
- H04L51/226—Delivery according to priorities
-
- 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
-
- 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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
- H04L41/065—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis involving logical or physical relationship, e.g. grouping and hierarchies
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5003—Managing SLA; Interaction between SLA and QoS
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
- H04M2203/404—Collaboration among agents
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2207/00—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
- H04M2207/20—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place hybrid systems
- H04M2207/203—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place hybrid systems composed of PSTN and data network, e.g. the Internet
-
- 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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5235—Dependent on call type or called number [DNIS]
-
- 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
Abstract
Priority Applications (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
AU2003273225A AU2003273225A1 (en) | 2002-08-16 | 2003-07-31 | High availability voip subsystem |
EP03755731A EP1546841A4 (en) | 2002-08-16 | 2003-07-31 | High availability voip subsystem |
Applications Claiming Priority (4)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US40407602P | 2002-08-16 | 2002-08-16 | |
US60/404,076 | 2002-08-16 | ||
US43597402P | 2002-12-20 | 2002-12-20 | |
US60/435,974 | 2002-12-20 |
Publications (2)
Publication Number | Publication Date |
---|---|
WO2004017161A2 WO2004017161A2 (en) | 2004-02-26 |
WO2004017161A3 true WO2004017161A3 (en) | 2004-05-06 |
Family
ID=31891421
Family Applications (4)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/US2003/024107 WO2004017584A1 (en) | 2002-08-16 | 2003-07-31 | Contact center architecture |
PCT/US2003/023897 WO2004017550A2 (en) | 2002-08-16 | 2003-07-31 | Escalated handling of non-realtime communications |
PCT/US2003/024125 WO2004017260A2 (en) | 2002-08-16 | 2003-07-31 | Automatic management of the visual space while performing a task |
PCT/US2003/024124 WO2004017161A2 (en) | 2002-08-16 | 2003-07-31 | High availability voip subsystem |
Family Applications Before (3)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/US2003/024107 WO2004017584A1 (en) | 2002-08-16 | 2003-07-31 | Contact center architecture |
PCT/US2003/023897 WO2004017550A2 (en) | 2002-08-16 | 2003-07-31 | Escalated handling of non-realtime communications |
PCT/US2003/024125 WO2004017260A2 (en) | 2002-08-16 | 2003-07-31 | Automatic management of the visual space while performing a task |
Country Status (4)
Country | Link |
---|---|
US (3) | US7012888B2 (en) |
EP (2) | EP1546841A4 (en) |
AU (4) | AU2003263957A1 (en) |
WO (4) | WO2004017584A1 (en) |
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2003
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- 2003-07-31 WO PCT/US2003/024107 patent/WO2004017584A1/en not_active Application Discontinuation
- 2003-07-31 WO PCT/US2003/023897 patent/WO2004017550A2/en not_active Application Discontinuation
- 2003-07-31 EP EP03755731A patent/EP1546841A4/en not_active Withdrawn
- 2003-07-31 WO PCT/US2003/024125 patent/WO2004017260A2/en not_active Application Discontinuation
- 2003-07-31 US US10/632,649 patent/US7012888B2/en not_active Expired - Lifetime
- 2003-07-31 US US10/632,615 patent/US7382773B2/en active Active
- 2003-07-31 AU AU2003273225A patent/AU2003273225A1/en not_active Abandoned
- 2003-07-31 EP EP03788306A patent/EP1527581A1/en not_active Withdrawn
- 2003-07-31 WO PCT/US2003/024124 patent/WO2004017161A2/en not_active Application Discontinuation
- 2003-07-31 AU AU2003257054A patent/AU2003257054A1/en not_active Abandoned
- 2003-07-31 AU AU2003272210A patent/AU2003272210A1/en not_active Abandoned
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2005
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AU2003273225A8 (en) | 2004-03-03 |
AU2003257054A1 (en) | 2004-03-03 |
AU2003272210A8 (en) | 2004-03-03 |
WO2004017260A3 (en) | 2004-06-17 |
WO2004017584A1 (en) | 2004-02-26 |
WO2004017584B1 (en) | 2004-05-06 |
US20040141508A1 (en) | 2004-07-22 |
US7012888B2 (en) | 2006-03-14 |
WO2004017550A3 (en) | 2004-06-10 |
AU2003273225A1 (en) | 2004-03-03 |
WO2004017161A2 (en) | 2004-02-26 |
EP1546841A2 (en) | 2005-06-29 |
US7664014B2 (en) | 2010-02-16 |
US20040032862A1 (en) | 2004-02-19 |
AU2003257054A8 (en) | 2004-03-03 |
AU2003263957A1 (en) | 2004-03-03 |
WO2004017550A2 (en) | 2004-02-26 |
WO2004017260A2 (en) | 2004-02-26 |
EP1546841A4 (en) | 2006-03-01 |
US7382773B2 (en) | 2008-06-03 |
AU2003272210A1 (en) | 2004-03-03 |
EP1527581A1 (en) | 2005-05-04 |
US20060109783A1 (en) | 2006-05-25 |
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