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CALL REROUTING AFTER DETECTION OF MEDIA INACTIVITY

IP.com Disclosure Number: IPCOM000231530D
Publication Date: 2013-Oct-04
Document File: 14 page(s) / 2M

Publishing Venue

The IP.com Prior Art Database

Related People

Iyer Venkataraman Vaidyanathan: AUTHOR

Abstract

Techniques are presented herein for re-routing calls to a Contact Center after media inactivity is detected. These techniques are configured to minimize customer queue wait time, but achieve improved customer satisfaction.

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CALL REROUTING AFTER DETECTION OF MEDIA INACTIVITY

AUTHOR:

Iyer Venkataraman Vaidyanathan

CISCO SYSTEMS, INC.

ABSTRACT

    Techniques are presented herein for re-routing calls to a Contact Center after media inactivity is detected. These techniques are configured to minimize customer queue wait time, but achieve improved customer satisfaction.

DETAILED DESCRIPTION

    In existing contact/call center architectures, after a customer call has been routed to a contact center agent in any of the remote sites, the established Real-Time Transport Protocol (RTP) stream between the customer phone and contact center agent Internet Protocol (IP) phone can be disrupted/broken during the call. There are several causes of such a disruption:

Case 1:- Due to Network connectivity flap/disconnect between the remote sites (with IP- Phones only) and the Data Center.
or

Case 2:- Due to agent IP-Phone inside the contact center Network getting reset/unplugged/powered off, causing switch interface issues during a conversation with the customer.

    According to the existing Session Initiation Protocol (SIP) Media Inactivity Feature in the Voice Gateway, the Gateway monitoring the call will signal a disconnect to both TDM/IP (Customer) Leg and VOIP (Agent) Leg if no RTP Control Protocol (RTCP) packets are received within a configurable time period. That is, upon detection of media inactivity, the Gateway signals a disconnect to the SIP network and the Time Division Multiplex (TDM) network so that upstream and downstream devices can clear their resources. Then, the Gateway sends a SIP BYE to disconnect the call and sends a

Copyright 2013 Cisco Systems, Inc.
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Q.931 DISCONNECT back to the TDM network to clear the call upon the expiration of the timer. The Q.931 DISCONNECT is sent with a Cause code value of 3 (no route).

    Presented herein are techniques to solve the above-mentioned problem by finding an appropriate route to the Caller leg (i.e. re-routing) instead of sending a Q.931 DISCONNECT to the Customer (TDM) leg with no route. This is explained below with respect to various scenarios with a voice portal (e.g., Cisco Voice Portal-CVP) front- ending the call and a Unified Communication Manager (e.g., Cisco Unified Communication Manager-CUCM) front ending the call.

Cisco CVP front-ending the Call {Post Routed Call Flow}

Scenario 1: Caller- XYZ and Agent 1 from Remote Site-1 get connected.

Figure 1(a) 2

Copyright 2013 Cisco Systems, Inc.


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The following describes a CVP Post Routed Call flow for the example shown in Figure 1(a) (Ingress/VXML GW reside in same box):


1. Customer 'XYZ' with Phone Number (ANI) '8000' Dials a Contact Centre Dialed Number '1234' to get his Sales Query rectified.


2. PSTN New Call with DN: 1234 and ANI '8000' comes into Contact Center, the Voice GW (Ingress) generates a Unique Call GUID (e.g., XXXXYYYY) for this call and sends it to CVP.


3. CVP in turn publishes to the ICM as ICM_NEW_CALL (route request) along with G...