Patent ID: 9210266
Filing Date: 2015-12-08
Classification: H04L,H04M

Abstract:
1. A method for real-time communication between a customer and a contact center resource, the method comprising: receiving by a processor a first message from a first device, wherein the first message identifies a first media protocol; establishing, by the processor, a first communication session with the first device in response to the first message, wherein the first device is configured to transmit and receive media based on the first media protocol; modifying by the processor the first message and generating a second message including a list of one or more supported media protocols in response, wherein the modifying of the first message includes deleting identification of the first media protocol or adding identification of the second media protocol; transmitting by the processor the second message for receipt by a second device; establishing, by the processor, a second communication session with the second device in response to the second message, wherein the second device is configured to transmit and receive media based on the second media protocol; and bridging by the processor media exchanged between the first and second user devices during the real-time communication, wherein in bridging the media, the processor transcodes the media based on the first media protocol for media directed to and from the first device, and further transcodes the media based on the second media protocol for media directed to and from the second device.