System and method for out-of-band communication with contact centers
US-2015381808-A1 · Dec 31, 2015 · US
US9137377B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9137377-B2 |
| Application number | US-84351407-A |
| Country | US |
| Kind code | B2 |
| Filing date | Aug 22, 2007 |
| Priority date | Aug 22, 2007 |
| Publication date | Sep 15, 2015 |
| Grant date | Sep 15, 2015 |
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Systems and methods for partially releasing an appliance from a private branch exchange are shown and described. The method can include issuing a path replacement command to the private branch exchange, receiving a facility message from the private branch exchange destined for one end-point of a communications session, and transmitting the received facility message to another end-point of the communications session.
Opening claim text (preview).
What is claimed is: 1. A method of a releasing a communications appliance from a private branch exchange to establish a communication session between two end-points of a network and through the private branch exchange, the method comprising: issuing, by a communications appliance, a path replacement command to the private branch exchange to release the communications appliance from a communication session with the private branch exchange, the communications appliance intermediary to the private branch exchange and a plurality of end points on a computer network; receiving, by the communications appliance, a facility message from the private branch exchange destined for a first end-point of the communications session, the first end-point of the plurality of end points requesting the communication session via the communications appliance with a second end-point of the plurality of end points; transmitting, by the communications appliance, the received facility message to the second end-point of the communications session; transmitting, by the private branch exchange, an ISDN release command to the first end-point of the communication session and the second end-point of the communication session to bridge the first end-point and the second-end point via the path; and wherein the communications appliance is released from the path, maintains control of the path for the duration of the communication session between the first end-point and second end-point after being released and the communications appliance accepts a new communication session between a third end-point and a fourth end-point using resources released from the path. 2. The method of claim 1 further comprising issuing, by the private branch exchange, a release command to each of the end-points of the communication session. 3. The method of claim 2 wherein issuing a release command comprises issuing an ISDN release command. 4. The method of claim 1 wherein issuing a path replacement command comprises issuing a path replacement command from the communications appliance. 5. The method of claim 1 wherein the communications appliance maintains control of the path for the duration of the communication session by controlling both signaling call legs for the duration of the call between the first end-point and the second-end point, and wherein media is sent directly between the first end-point and the second end-point through ports on the private branch exchange. 6. A method of releasing a communications appliance from the media path portion of a communications session through a private branch exchange, the method comprising: issuing, by a communications appliance, a first invite command to a first end-point of a first communication session to release the communications appliance from a second communication session through the private branch exchange, the invite command comprising a port advertisement of the second communication session between the communications appliance and a second end-point, the communications appliance intermediary to a private branch exchange and a plurality of end points on a computer network; issuing, by the communications appliance, a second invite command to the second endpoint to release the communications appliance from the first communication session through the private branch exchange, the second invite command comprising a port advertisement of the first communication session between the communications appliance and the first end-point; transmitting, by the private branch exchange, an ISDN release command to the first end-point of the communication session and the second end-point of the communication session to bridge the first end-point and the second-end point via the path; and wherein the communications appliance is released from the path, maintains control of the path for the duration of the communication session between the first end-point and second end-point after being released and the communications appliance accepts a new communication session between a third end-point and a fourth end-point using resources released from the path. 7. The method of claim 6 further comprising establishing a communications session between the first end-point and the second end-point through the private branch exchange, the communication session comprising RTP media. 8. The method of claim 7 further comprising issuing, by the communications appliance, a control command to the private branch exchange during the established communication session. 9. The method of claim 6 wherein the issuing an invite command comprises issuing a SIP invite command to the first end-point. 10. A system releasing a communications appliance from a private branch exchange to establish a communication session between two end-points of a network and through the private branch exchange, the system comprising: means for issuing by a processor, of a communications appliance executing on a device, a path replacement command to the private branch exchange to release the communications appliance from a communication session with the private branch exchange, the communications appliance intermediary to the private branch exchange and a plurality of end points on a computer network; means for receiving by a processor, of the communications appliance, a facility message from the private branch exchange destined for a first end-point of the communications session the first end-point of the plurality of end points requesting the communication session via the communications appliance with a second end-point of the plurality of end points; means for transmitting by a processor, of the communications appliance, the received facility message to the second end-point of the communications session; means for issuing by a processor, of the private branch exchange, an ISDN release command to the first end-point of the communication session and the second end-point of the communication session to bridge the first end-point and the second-end point via the path; and wherein the communications appliance is released from the path, maintains control of the path for the duration of the communication session between the first end-point and second end-point after being released and the communications appliance accepts a new communication session between a third end-point and a fourth end-point using resources released from the path. 11. The system of claim 10 further comprising means for issuing, by the private branch exchange, a release command to each of the end-points of the communication session. 12. The system of claim 11 wherein the means for issuing a release command comprises means for issuing an ISDN release command. 13. The system of claim 10 wherein the means for issuing a path replacement command comprises means for issuing a path replacement command from the communications appliance. 14. The system of claim 10 wherein the means for receiving a facility message comprises means for receiving a facility message by the communications appliance. 15. A system for releasing a communications appliance from the media path portion of a communications session through a private branch exchange, the system comprising: means for issuing by a processor, of a communications appliance comprising a device having a processor, a first invite command to a first end point of a first communication session to release the communications appliance from a second communication session through the private branch exchange, the invite command comprising a port advertisement of the second communication session between the communications appliance and a second end-point, the communications appliance intermediary to a pr
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