Re: [rtcweb] Use Case draft

"Ravindran, Parthasarathi" <> Thu, 03 May 2012 07:39 UTC

Return-Path: <>
Received: from localhost (localhost []) by (Postfix) with ESMTP id 6D72521F85D5 for <>; Thu, 3 May 2012 00:39:35 -0700 (PDT)
X-Virus-Scanned: amavisd-new at
X-Spam-Flag: NO
X-Spam-Score: -6.543
X-Spam-Status: No, score=-6.543 tagged_above=-999 required=5 tests=[AWL=0.056, BAYES_00=-2.599, RCVD_IN_DNSWL_MED=-4]
Received: from ([]) by localhost ( []) (amavisd-new, port 10024) with ESMTP id sfb+JESjACqB for <>; Thu, 3 May 2012 00:39:34 -0700 (PDT)
Received: from ( []) by (Postfix) with ESMTP id 3AFB121F85D6 for <>; Thu, 3 May 2012 00:39:34 -0700 (PDT)
Received: from ([]) (using TLSv1) by ([]) with SMTP ID DSNKT6I2NbSExdf59C/; Thu, 03 May 2012 00:39:34 PDT
Received: from ( by ( with Microsoft SMTP Server (TLS) id; Thu, 3 May 2012 03:39:39 -0400
Received: from ([fe80::f8d4:7090:f632:bbbc]) by ([fe80::80b9:dc60:caf7:7dfc%11]) with mapi id 14.01.0355.002; Thu, 3 May 2012 13:09:29 +0530
From: "Ravindran, Parthasarathi" <>
To: Harald Alvestrand <>, "" <>
Thread-Topic: [rtcweb] Use Case draft
Date: Thu, 03 May 2012 07:39:27 +0000
Message-ID: <>
References: <><><BLU169-W7C59E1EDB4CB06B648577932B0@phx.gbl><><><><><><> <> <> <> <> <> <> <>
In-Reply-To: <>
Accept-Language: en-US
Content-Language: en-US
x-originating-ip: []
Content-Type: text/plain; charset="us-ascii"
Content-Transfer-Encoding: quoted-printable
MIME-Version: 1.0
Subject: Re: [rtcweb] Use Case draft
X-Mailman-Version: 2.1.12
Precedence: list
List-Id: Real-Time Communication in WEB-browsers working group list <>
List-Unsubscribe: <>, <>
List-Archive: <>
List-Post: <>
List-Help: <>
List-Subscribe: <>, <>
X-List-Received-Date: Thu, 03 May 2012 07:39:35 -0000


It is one of the main reason, the reliability & QOS of the established session is very important in the telecom/Enterprise world and the call disconnect for the established session due to technical reason will taken as an escalation :-( 

There are lot of reasons, the majority of the call centre may not prefer to provide the agent-id to the customer as it is not manageable solution. Dynamically deciding the available agent helps for better agent time utilization in the call center compare to direct dialing to the agent. The agent may work in shift (in the different timezone) wherein you will not be able to reach him in the same identity itself. In these type of call center, the case id or your existing some id is the way to continue your earlier conversation if it is recorded in some form. 

As an individual user, I don't want to register as a user of each website before calling their site to know about their product information.

As you wish, The premium user of the call center will be given the agent identity to contact. For example, you will be provided with Bank agent identity for your banking account related queries. Please note that you MUST be premium user of the bank to get that privilege or have to live with case-id or start from IVR & reach some new agent to start with.


>-----Original Message-----
>From: [] On Behalf
>Of Harald Alvestrand
>Sent: Thursday, May 03, 2012 11:41 AM
>Subject: Re: [rtcweb] Use Case draft
>On 05/03/2012 07:05 AM, Ravindran, Parthasarathi wrote:
>> Igor,
>> When you call Company X, you need to assure that you are talking with
>Company X agent and not required to distinguish the agent.
>> The identity could be just X (no userpart) or anonymous. There is no
>difference between anonymous and agent007@X as there is no means to
>route directly agent007@x in the call centre scenario.
>It' s easy to construct scenarios where having the ability to set up a
>connection directly to agent007@x is desirable - consider the case of
>anonymous counselling, where a call gets dropped in the middle of the
>conversation; while the caller wishes to know that the callee is really
>a representative of "X anonymous", and both parties wish to remain
>anonymous as persons, when the call gets dropped in the middle of the
>conversation, the calling party has a strong incentive to continue the
>conversation with the same party, if possible.
>In this case, having a callee identity with a lifetime of "one
>conversation" seems highly desirable; any distributed ID system (such as
>1st party BrowserID) should be able to easily support that.
>            Harald
>rtcweb mailing list