Patent ID: 8831204
Filing Date: 2014-09-09
Classification: H04M

Abstract:
1. A session initiated protocol-based (“SIP-based”) switching system comprising a processor for providing a secure three-way bridge for processing dual-tone multiple frequency (“DTMF”) information associated with a call involving a remote party, an agent in a contact center, and an interactive voice response unit (“IVR”), the processor configured to: receive a digitized voice packet originating from the remote party at a first input of the secure three-way bridge; provide the digitized voice packet to the agent via a first output of the secure three-way bridge and to the IVR via a second output of the secure three-way bridge; receive a SIP-based real-time protocol (“RTP”) telephone-event packet at the secure three-way bridge conveying out-of-band DTMF information originating from the remote party; provide the out-of-band DTMF information to the IVR by providing the SIP-based RTP telephone-event packet to the IVR via the second output of the secure three-way bridge; and filter the out-of-band DTMF information from being provided by the secure three-way bridge to the agent via the first output of the secure three-way bridge.