Using media server control markup language messages to dynamically interact with a web real-time communication customer care

摘要

A customer care system. The system comprises a transformation engine, configured to use SIP/hypertext transfer protocol (HTTP) signaling transcoding to invite the operator to the customer care session, map a SIP INFO MSCML payload to an interactive HTML web form, and transmit, to the operator, the HTML web forms transformed from SIP INFO MSCML payloads sent by the application server. The transformation engine is further configured to transmit, to the application server, SIP INFO MSCML payloads transformed from the HTML web forms sent by the operator, and use instructions from the SIP INFO MSCML payloads to script the operator's communication with the caller.