Distributed hardware/software system for managing agent status in a communication center
US-2015365531-A1 · Dec 17, 2015 · US
US9716925B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9716925-B2 |
| Application number | US-201414151102-A |
| Country | US |
| Kind code | B2 |
| Filing date | Jan 9, 2014 |
| Priority date | Aug 20, 2009 |
| Publication date | Jul 25, 2017 |
| Grant date | Jul 25, 2017 |
A practical reading order for non-experts. Skip the full description unless you need deep technical detail.
What the patent document calls the invention.
A short plain-language summary of the technical disclosure.
Who owns or filed the patent and who is credited as inventor.
Filing, priority, publication, and grant dates set the timeline.
The legal scope of protection — read this for what is actually claimed.
Technology tags used to group this patent with similar filings.
Prior art links and similar publications in this corpus.
Official abstract text for this publication.
A local network call handling device is configured to establish multiple concurrent call sessions between local network end devices and an external network. When a prioritized end device attempts to establish a call session, the call handling device may initially determine if a first call session identifier is available. If so, the call session can be established using that first identifier. If the first identifier is in use for a call session of another end device, the call handling device may either use a different call session identifier for the prioritized end device session or may drop a pre-existing call session to free an identifier for use in connection with the prioritized end device.
Opening claim text (preview).
The invention claimed is: 1. A method comprising: receiving a request for a prioritized call session; determining, responsive to the request and while at least a first call session identifier is available for use by a call-handling computing device, that a second call session identifier and a third call session identifier are in use, wherein the second call session identifier and the third call session identifier are associated with prioritized call sessions; and responsive to determining that the second call session identifier and the third call session identifier are in use: dropping, by the call-handling computing device, a pre-existing call session that uses the second call session identifier, and requesting, by the call-handling computing device, that the prioritized call session be initiated using the second call session identifier. 2. The method of claim 1 , wherein at least one of the pre-existing call session and the prioritized call session is a voice call session. 3. The method of claim 1 , wherein the receiving the request comprises receiving, from a security system, the request. 4. The method of claim 3 , wherein the second call session identifier and the third call session identifier correspond to telephone numbers associated with the security system. 5. The method of claim 1 , wherein the requesting that the prioritized call session be initiated comprises requesting that the prioritized call session be initiated via a packet-based telephony network. 6. The method of claim 1 , wherein the first call session identifier, the second call session identifier, and the third call session identifier are associated with one of a plurality of telephone numbers. 7. The method of claim 1 , wherein the first call session identifier, the second call session identifier, and the third call session identifier are telephone numbers. 8. A method comprising: establishing, by a call handling computing device and using a first call session identifier, a call session; receiving, during the call session, a request for a prioritized call session; responsive to the request, determining which of a first plurality of call session identifiers associated with prioritized call sessions are in use; and responsive to determining that all of the first plurality of call session identifiers are in use, and while at least a second call session identifier, not of the first plurality of call session identifiers, is available for use by the call handling computing device: dropping the call session, and requesting, by the call handling computing device, that the prioritized call session be initiated using the first call session identifier. 9. The method of claim 8 , wherein the requesting that the prioritized call session be initiated comprises sending, by the call handling computing device, data packets identifying the first call session identifier. 10. The method of claim 8 , wherein the receiving the request comprises receiving, from a security system, the request. 11. The method of claim 8 , wherein each of the call session identifiers of the first plurality of call session identifiers and the second call session identifier is respectively associated with one of a plurality of telephone numbers. 12. The method of claim 8 , further comprising establishing, via a network, the prioritized call session. 13. A non-transitory computer-readable medium having stored thereon a plurality of computer-executable instructions which, when executed by a processor, cause the processor to: receive a request for a prioritized call session; determine, responsive to the request and while at least a first call session identifier is available for use, that a second call session identifier and a third call session identifier are in use, wherein the second call session identifier and the third call session identifier are associated with prioritized call sessions; responsive to determining that the second call session identifier and the third call session identifier are in use, drop a pre-existing call session that uses the second call session identifier; and request that the prioritized call session be initiated using the second call session identifier. 14. The non-transitory computer-readable medium of claim 13 , wherein the computer-executable instructions further cause the processor to: determine that the pre-existing call session corresponds to a first service; and determine that the prioritized call session corresponds to a second service. 15. The non-transitory computer-readable medium of claim 14 , wherein the second service comprises a security system related service. 16. The non-transitory computer-readable medium of claim 14 , wherein the computer-executable instructions further cause the processor to: determine that the second service corresponds to a higher priority than the first service. 17. The non-transitory computer-readable medium of claim 13 , wherein the computer-executable instructions that cause the processor to request that the prioritized call session be initiated comprise instructions that cause the processor to use a uniform resource identifier (URI) to request that the prioritized call session be initiated. 18. The non-transitory computer-readable medium of claim 13 , wherein the computer-executable instructions that cause the processor to request that the prioritized call session be initiated comprise instructions that cause the processor to request that the prioritized call session be initiated via a packet-based telephony network. 19. The non-transitory computer-readable medium of claim 13 , wherein the first call session identifier, the second call session identifier, and the third call session identifier are each associated with one of a plurality of telephone numbers. 20. The method of claim 1 , wherein dropping the pre-existing call session comprises: determining that the pre-existing call session corresponds to a first service; and determining that the prioritized call session corresponds to a second service, wherein the second service is associated with a higher priority than the first service.
in private branch exchanges · CPC title
with alarm systems, e.g. fire, police or burglar alarm systems · CPC title
comprising a residential gateway, e.g. those which provide an adapter for POTS or ISDN terminals · CPC title
with means for interrupting existing connections; with means for breaking-in on conversations · CPC title
Identification of class of calling subscriber · CPC title
Related publications grouped by family.
Answers are generated from the same data shown on this page.