Patent ID: 8028084
Filing Date: 2011-09-27
Classification: H04L,H04M

Abstract:
1. A method of routing a SIP call within an automatic contact distributor system wherein an initial SIP message of the SIP call from a caller is forwarded to the automatic contact distributor system via a first server, such method comprising the steps of: selecting an agent of a plurality of agents of the automatic contact distributor system to handle the SIP call forwarded to the automatic contact distributor from the first server; setting up the SIP call connection, between the selected agent of the automatic contact distributor system and a second server separate from the caller and the plurality of agents, so as to route any SIP messages between the agent and the caller through the second server different from the first server including the first server modifying the initial SIP message by changing an address of the first server to an address of the selected agent and changing a domain name of first server to a domain name of the second server, and forwarding the modified message to the selected agent; modifying any source addresses of the SIP messages sent from the agent to the caller and received by the second server from the agent by substituting an address of the second server in SIP messages sent from the agent to the caller and forwarding the modified SIP messages to the caller thereby protecting anonymity of the agent from the caller by concealing URLs and any other identification information of the agent; and re-addressing SIP messages received from the caller at the second server and forwarding the re-addressed SIP messages to the agent.