Using SIP for Flexible Integration in Call Centers
The Session Initiation Protocol (SIP) establishes and terminates multimedia communication sessions such as voice and video over IP. It is rapidly becoming the standard telephony protocol in contact centers because it facilitates the integration of third-party applications, enables encryption and avoids the need to invest in expensive proprietary hardware. SIP also lets call centers protect their previous investments by helping to incorporate existing infrastructure with new solutions.
When two SIP-based VoIP systems are integrated, they usually must exchange customer-specific or application-specific “private” data in a seamless flow through the standard network infrastructure. Previously, this private transmission required opening specific IP ports throughout the whole series of network switches between the connected applications.
