FIELD OF THE INVENTION
The present invention relates to the treatment of social media inputs in a multichannel converged CSTA based fixed mobile converged infrastructure, and more specifically, to improving existing techniques and adding new functionalities to the realm of customer relationship management systems and protocols and interfaces defined by CSTA which are used by the ACD/CRM systems for treating the interaction channels such as voice, email, chat and the like.
DEFINITIONS OF TERMS USED IN THE SPECIFICATION
The expression 'systems' used hereinafter in the specification refers to the systems/platforms.
The expression 'ECMA' used hereinafter in the specification refers to European Computer Manufacturer Association.
The expression 'CSTA' used hereinafter in the specification refers to the Services for Computer Supported Telecommunications Applications.
The expression 'IMS' used hereinafter in the specification refers to the IP Multi Media System.
The expression 'PSTN' used hereinafter in the specification refers to the Public Switching Telephony Network.

The expression 'ANI used hereinafter in the specification refers to the Automatic Number Identification.
The expression 'DNIS' used hereinafter in the specification refers to the Dialed Number Identification Service [DNIS).
The expression 'ECMA-269' used hereinafter in the specification is ECMA-269 Services for Computer Supported Telecommunications Applications (CSTA) Phase III.
The expression 'ECMA-285' used hereinafter in the specification is ECMA-285 Services for Computer Supported Telecommunications Applications (CSTA) Phase III.
The expression 'ECMA-323' used hereinafter in the specification is ECMA-323 Services for Computer Supported Telecommunications Applications (CSTA) Phase III.
The expression 'ASN.l' used hereinafter in the specification stands for Abstract Syntax Notation One (ASN.l) &is a standard and formal notation for describing the data, encoding the data, transmitting the data, and decoding the data in telecommunications and computer networking.
The expression 'Provider' used hereinafter in the specification refers to a Telecom/Internet Service Provider..

The expression 'SIP' used hereinafter in the specification refers to the Session Initiation Protocol.
The expression 'FMC used hereinafter in the specification refers to Fixed Mobile Convergence.
The expression "Participant" OR "Agent" OR "Attendant" is referred interchangeably & used hereinafter in the specification describes the attendant or a hunt group agent.
The expression "Hunting Group "used hereinafter in the specification is a group of participants.
The expression "Supervisor" used hereinafter in the specification describes a specialized role of monitoring the Agents/Participants productivity & provides an active feedback on the transactions for the assigned & emergency tasks that are routed for immediate attention.
The expression 'One Number Service' used hereinafter in the specification refers to the One Number Service offered by any provider. The "One Number Service" facilitates routing of calls to the public entry point of the enterprise. This number is also referred as the company number to which a hunting group is able to answer a specific set of questions related to the business of the enterprise.

The expression 'CRM' used hereinafter in the specification refers to Customer Relationship Management.
The expression 'ACD' used hereinafter in the specification refers to Automatic Call Distributor.
The expression Multi-Channel used hereinafter in the specifications refers to support of multiple channels such as voice, sms, chat & email.
The expression "Inbound" used hereinafter in the specification refers to an incoming request on a channel that is presented to the Multi-channel infrastructure (i.e to a CSTA infrastructure in this case).
The expression "Outbound" used hereinafter in the specification refers to an Outgoing request on a channel from the Multi-channel infrastructure (CSTA infrastructure in this case].
The expression 'SAC" used hereinafter in the specifications refers to Service Access Client.
The expression 'SAE" used hereinafter in the specifications refers to Service Access endpoint
The expression "Crawler" used hereinafter in the specification refers to a software program performing the function of systematically browsing the World Wide Web for the purpose of Web indexing.

The above definitions are in addition to those expressed in the art.
BACKGROUND OF THE INVENTION
Traditionally customer relationship management systems have leveraged vendor specific ACD methods for routing of traditional channels such as voice. However, these methods are more appropriate for voice channels & typically use Parameters such as ANI/DNIS, CRM data related to the subscriber/caller for routing the voice calls to the agents. The agent has a front end which is typically integrated with the back end systems for providing details of the caller to enable the agent to appropriately understand the call related interaction. It may also be noted that in an event of multi-channel handling such as email & SMS, these are typically treated as non-interactive channels & are routed to agents leveraging various algorithms including a blended way to handle incoming/outgoing traffic across the channels thereby optimizing the agent time.
However, it is important to realize that with the emergence of social media channels & dynamic nature of online feedbacks through blogs, wikis, tweets and internet-based communities, customers are able to reach out widely to share their feedbacks about products and service experiences. The key aspect to also realize is that unlike traditional channels such as voice/video calls, feedback from social media Channels are instantaneous & hence the ability of the agent to respond quickly to such feedback for the enterprises is crucial.

Hence effectively & quickly treating the inputs from 'Social Media Channels' in the context of a "Multi-Channel Interaction" centre is important. This implies that the treatment of inputs from Social Media Channels have to be different than the conventional methods that have been adopted for non-interactive channels such as SMS, Email & traditional channels such as voice, chat and the like. It may also be noted that typically the feedbacks/comments from the social media channels are obtained through Crawlers. The posts/feedback/comments obtained through crawlers are used as input to perform the Sentiment Analysis. Based on the sentiment analysis, the posts/feedback/comments are handled by Social Media Relationship Platforms which are an extension of the traditional Customer Relationship Management Systems.
The current method employed in a CSTA supported Fixed Mobile Convergent infrastructure does not facilitate a mechanism to treat relevant additional routing/key parameters applicable for social media within the CSTA specification. This limitation can be overcome through a separate non CSTA based mechanism for such treatments. However, this result in additional costs/infrastructure to the existing CSTA supported infrastructure. It is also..to be noted that this limitation on CSTA supported infrastructure restricts the balanced treatment of Social Media Interactions Vs a Vis other interactions by having common priorities across the different channels.
Specifically, US Patent No. 8634540 discloses activities performed by a client at a site of an organization which are monitored and stored in an activity database. A call is thereafter received from the client at a telephone system of the organization, which performs an identification of the client. The identification is

provided to a cross-channel router as a request for a prediction on where the call from the client should be routed, and the router indexes into the activity database based on the identification of the client to obtain the monitored activity of the client. The router employs predicting rules and the obtained activity to generate a prediction of client needs, and returns the generated prediction to the telephone-based system, which presents prioritized telephone prompts to the client according to the returned prediction to help in routing the call
Another US Patent Application No. 20050144621 discloses a method for receiving one or more CSTA3 (Computer Supported Telecommunications Applications Phase III) service requests from a control application; decoding the one or more CSTA3 service requests; generating one or more switch service requests corresponding to the one or more CSTA3 service requests; and reporting the one or more switch service requests to a switch application
Yet another PCT Application WQ2010069228 discloses an interactive voice response IVR service processing method based on computer supported telecommunications application CSTA protocols in the communications technology field which includes the following steps: a CSTA message is constructed, in which are integrated special resource operating characteristics (10); the CSTA message with said special resource operating characteristics is transmitted to process an IVR service (11). Embodiments of the invention also provide a CSTA-based IVR service processing apparatus and system. Embodiments of the invention reduce message interaction between the computer-side and the switch-side, and improve the performance at both these

sides; at the same time they satisfy customer play-and-collect requirements, and overcome the disadvantages of current CSTA protocols. They also enrich the requirements of IVR service, broaden the application field of CSTA protocols, and increase the market competitiveness of the SOFT Automatic Call Distribution SOFTACD
Still another US Patent No 6985575 discloses a control interface for CSTA protocols utilizes ActiveX properties, methods, events, and pages to access all of the events and services provided by the CSTA protocols. Common paradigms such as Invoke—ID and timers are built in to the interface. The interface further provides statistics and diagnostics via property pages.
One more US Patent Application discloses 20110299523 a method for coordination of information at the network-based level between call centers connectable over a telecommunications network, such as a telephone network, and a packet network, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling and improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be "whispered" to the call center agent, and an agent may "push" Web pages for review by the customer.

Another US Patent No. 7953859 discloses invention is directed to a contact center that includes a switching fabric 110, 130 operable to configure a communication session between a first customer and a first resource 138 for servicing of a first contact by the first resource and a contact tracking agent 232 operable, during the servicing of the first contact by the first resource, to (a) monitor the first contact center endpoint for at least one of (i) a change in contact state, (ii) the connection of the first resource and the first customer through a second (new) communication channel, and (iii) the addition of a party to and/or removal of a party from the communication session and (b), when the at least one of (ij-(iii) occurs, terminate a first contact part and create a second contact part. The first and second contact parts are associated with the communication session.
Yet another US Patent Application No. 20060203993 discloses multiple communication types integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or "endpoints." Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent's efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system provides for detailed agent performance tracking. The

system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or "data wake" information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for "blending" of different communication types
Still another PCT international Patent Application No. WO 1999012100 discloses an interactive data communication in which a user is connected through a network [230] to a multimedia response server (210). The user presses an appropriate keyboard or mouse clicks on an appropriately labeled button on a data page. An automatic call distribution device (212) switches the session to a customer service queue for routing to the next available customer service representative (202). When the interactive session between the user and the customer device representative (202) is completed, session control passes back to the data page server (222) and a normal interactive session is resumed.
However, none of the patents/patent applications mentioned above facilitate a mechanism to treat relevant additional routing/key parameters applicable for social media within the CSTA specification.

Accordingly, there exist a need to provide a method and system which addresses the above challenges & lacuna effectively in a Multi-Channel Fixed Mobile Convergent infrastructure leveraging CSTA through suitable enhancements.
OBJECTS OF THE INVENTION
Some of the objects of the present invention aimed to ameliorate one or more problems of the prior art or to at least provide a useful alternative are described herein below:
An object of the present invention is to provide ability to the Service Provider to integrate and treat the Social Media at par with other channels for effective treatment of Social Media Posts in a CSTA supported Fixed Mobile Converged Infrastructure.
Another object of present invention is to enhance CSTA protocol to enable the handling of routing for Social media inputs in a balanced manner taking into consideration of the traffic across other channels.
Another object of the present invention is to provide a flexible routing service for Social media Inputs. The routing logic uses a varied set of Parameters to efficiently route the posts/feedback/comments (Social Media Inputs] which as can be interpreted is evidently different for traditional channels such as Voice, SMS.

Still another object of the present invention is to provide a way to prioritize the Social media posts across with additional qualifiers for Incoming/Outbound treatment.
Another object of the present invention to extend the use of the "One Number Service" to Route feedbacks received on Social Media Channels.
Yet another object of the invention is to determine the best possible option for routing to the participant by using a sliding window mechanism.
Still another object of the present invention is to determine the potential churn index & schedule an Outgoing campaign through CRM.
Yet another object of the present invention is to add suitable extensions to the CSTA Specifications for qualifying the routing logic.
An additional object of the present invention is to eliminate any inconsistency in the routing logic by building an ability to change the configuration of the sliding window dynamically.
Yet another object of the present invention is to provide a user interface for configuring the parameters applicable for routing to the enterprise.
Further object of the present invention is to facilitate authorized users to configure the parameters applicable for the disclosed system/method.

Other objects and advantages of the present invention will be more apparent from the following description when read in conjunction with the accompanying figures, which are not intended to limit the scope of the present invention.
SUMMARY OF THE INVENTION
Accordingly, in one aspect, the present invention provides a method for handling social media inputs in an existing multi channel converged CSTA based infrastructure. The method includes receiving social media posts as an input, and performing sentiment analysis by using inputs received from the social media. Further, the method includes determining of priority and potential churn index of the inputs received after sentiment analysis based on predetermined parameters. Specifically, each predetermined parameter has predefined weightage and scale.
Further, the method includes translating the weighted indices into qualifier by using predetermined combinations of severity index and anticipated churn index, adapting the translated and computed indices with the selected posts into the CSTA specifications and determining routing of the adapted posts for further treatment using inbound mechanism or outbound mechanism More Specifically, the routing of the inbound post is carried out leveraging the "one number service" of the CSTA based infrastructure.
In another aspect, the present invention provides a system for handling social media inputs an existing multi channel converged CSTA based infrastructure. The system includes a crawling module for providing social media post as

inputs, and a sentiment analytics module for performing sentiment analysis by using inputs received from the crawling module. The system is characterized by comprising a prioritization and churn module for determining of priority and potential churn index of the posts/inputs received from the sentiment analytics module based on predetermined parameters and translating the priority and potential churn index to predetermined combinations of severity index and anticipated churn index. The system further includes a routing module for dynamically computing predetermined parameters and routing the post received from the prioritization and churn module. Specifically, the routing module routes the posts by leveraging "one number service" of the CSTA based infrastructure.
Furthermore, the system includes a social media interworking gateway module for adapting the routed post to the CSTA specification, CSTA adaptation stack to be used by the social media interworking gateway module to construct the enhanced payload, a CSTA protocol stack capable of receiving service execution instructions from the CSTA adaption stack through established SIP-CSTA sessions and an outbound campaign module for specifically identifying specific churn treatment based on the enhanced payload by instructing the social interworking gateway through a REST based mechanism. Additionally, the system includes a graphical interface to configure to prioritization related fields, weightage and various threshold for the churn index.
BRIEF DESCRIPTION OF THE ACCOMPANYING DRAWINGS

FIGURE 1 illustrates a typical existing realization view of the service provider for supporting enterprise agents, fixed & mobile users leveraging CSTA, of the prior art;
FIGURE 2 illustrates a method for handling social media inputs in an existing multichannel converged CSTA based infrastructure, in accordance with the present invention;
FIGURE 3a & Figure 3b illustrates routing treatment based on the prioritization logic, in accordance with the present invention; and
FIGURE 4 illustrates a system for handling social media inputs in an existing multichannel converged CSTA based infrastructure, in accordance with the present invention.
DETAILED DESCRIPTION OF THE ACCOMPANYING DRAWINGS
A preferred embodiment will now be described in detail with reference to the accompanying drawings. The preferred embodiment does not limit the scope and ambit of the invention. The description provided is purely by way of example and illustration.

The present invention provides an ability to leverage existing CSTA based infrastructure investments for social media inputs & brings out the advantage of treating the social media posts in an existing "One Number service" offered by the service provider to various enterprises. The invention also facilitates deferred treatment for low priority social media inputs & provides an active feedback mechanism on the anticipated churn to the CRM systems.
In order to address the limitations of the prior art, the current invention aims to bring in an optimized mechanism for the following.
• A mechanism to treat social media inputs in a seamless and consistent manner across all channels with minimum additions to traditional multi channel converged CSTA based infrastructure of a service provider network supporting the "One number service" as a part of fixed mobile convergence.
• An efficient method of dynamically routing the social media posts to the agents.

• An active feedback mechanism to the CRM system on the potential churn which could be leveraged by the CRM system for taking/suggesting further actions.
• A mechanism to route the "Post" to a carrier/service provider infrastructure to leverage the existing converged (fixed/mobile convergence) infrastructure for the delivery of the social media posts to the enterprises availing "One Number

Service" to reach the Fixed/Mobile terminals through the Service Provider's network.
The embodiments herein and the various features and advantageous details thereof are explained with reference to the non-limiting embodiments in the following description. Descriptions of well-known components and processing techniques are omitted so as to not unnecessarily obscure the embodiments herein. The examples used herein are intended merely to facilitate an understanding of ways in which the embodiments herein may be practiced and to further enable those of skill in the art to practice the embodiments herein. Accordingly, the examples should not be construed as limiting the scope of the embodiments herein.
The system and method of the present invention assists the service providers in effectively treating the social media inputs for the enterprise customers.
The system and method of the present invention will be described herein below with reference to FIGURES 1 to 4.
FIGURE 1 illustrates a typical existing realization view of the service provider for supporting enterprise agents, fixed & mobile users leveraging CSTA specifications in a typical CSTA based fixed mobile convergent infrastructure.
It is important to note that many service providers have a "Traditional One Number Attendant Service" hosted for the enterprises. This infrastructure typically enables the following.

• Facilitates enterprise agent/attendant console to handle the incoming voice calls & also enable transferring of the One number calls to the enterprise users irrespective of the user terminal (which can be fixed, mobile or IP terminals).
In order to give a converged experience, with the advent of social media channels, it would be a vital need to integrate the Social Media Feedbacks to this existing CSTA based Fixed Mobile Converged infrastructure in a seamless manner.
A typical such infrastructure which hosts the "One Number/Attendant Service" for the enterprises is detailed in Figure 1. As can be interpreted from the figure, infrastructure enables a variety of user terminals to be used & as a part network convergence (PSTN, PLMN & IMS).
The service provider typically configures/predefines a particular phone number to belong to a virtual number for a particular enterprise. This virtual number is configured in the network and all voice calls towards this virtual number are routed to the One Number Service. Typically the attendant does not handle more than one incoming call or interaction. The only exception to this being when 2 calls are handled as a part of consultation call, when required.
The agent front end (Referred also as CRM front end) enables treatment for the incoming interactions through various channels. The services & events are received through CSTA Specifications (ECMA 269/ECMA 323). The agent layer acts a CSTA client & the service provider infrastructure provides a mechanism

to establish SIP/CSTA sessions. The sessions carry the services & events as defined in the CSTA Specifications. It may be noted that agent can typically have console which is mobile based as well as traditional desktop/PC. Upon receipt of calls coming through the One Number Service, the ACD algorithm applies the defined routing rules for the various queues which are created for the enterprise. In the event of all participants/agents being busy the CSTA mechanism enables invocation of various services & the calls are typically queued through a queue management mechanism.
The agent front end is typically integrated with the back end system (CRMJ for providing details of the caller to enable the agent to appropriately understand the call related interaction. It may also be noted that in the event of multichannel handling such as email & SMS these are treated as non-interactive channels & are routed to agents leveraging various algorithms including a blended way to handle incoming/outgoing traffic across the channels thereby optimizing the agent time.
However, it is important to realize that with the emergence of social media channels & dynamic nature of online feedbacks through blogs, wikis, tweets, internet-based communities and the like, customers are able to reach out widely to share their feedbacks about products and service experiences. The key aspect to also realize is that unlike traditional channels such as voice/video calls, feedback from social media channels are instantaneous & hence the ability of the agent to respond quickly to such feedback for the enterprises is crucial.

Hence, effectively & quickly treating the inputs from 'Social Media Channels' in the context of a "Multi-Channel Interaction" Centre is important. This implies that the treatment of inputs from social media channels have to be different than the conventional methods that are currently adopted for non-interactive channels such as social media channels. The treatments for such channels & key steps involved in terms of Prioritization & Routing have been detailed in Figure 2.
The system and method of the present invention is described herein below with reference to FIGURES 2 to 4.
Referring now to FIGURE 2, there is shown a method (100) for handling social media inputs in an existing multi channel converged CSTA based infrastructure, in accordance with the present invention. The steps are detailed as a simple flow chart to explain the treatment applicable for social media channels. The set of steps are detailed below:
At step (10), the method (100) includes receiving social media posts as an input. In an embodiment, the social media posts/feedbacks/comments received from blogs, web sites and the like are obtained through crawlers as depicted in step (10a). However, it may evident to those skilled in the art that other ways of receiving social media post may be used.
At step (20), the method (100) includes performing sentiment analysis by using inputs received from the social media. Specifically, the comments obtained through crawlers are used as input to perform the sentiment analysis. However,

it may be evident to those skilled in the art that the comments/posts can be received through other social media channels such as Facebook, Linked IN, twitter and the like. Such comments/posts are also used as inputs to perform the sentiment analysis
The present invention is characterized by following steps in the method (100).
At step (30), the method (100) includes determination of priority & potential churn index based on predetermined parameters. Specifically, each predetermined parameter has predefined weightage and scale. The details of the same are elaborated below. The logic for prioritization of the posts is described below. The following parameters are used for the prioritization of the posts.
• Sentiment analysis feedback (negative, neutral & positive feedback)
• Influencer Index (Example: KloutScore, KredScoreor any Similar index)
• Categorization values based on the importance for "Various Keywords"(Example: Products such as Broadband, Billing etc& Services associated with the Product)
• Alexa™ rank of the Source
• Google ™ rank of the Source
• No of likes for posts determined as negative through sentiment analysis
• No of Shares for posts determined as negative through sentiment analysis
Each of the parameters above is given a weightage & scale. For each of the received post from the crawlers, the weighted index is calculated. In addition to the above, a potential churn index is calculated based on a subset of the

parameters listed above. The anticipated churn index calculated also takes into account of whether the feedbacks/posts are for existing/new services. The weighted indices obtained through the above mechanism are translated into the following qualifiers.
•High Severity Index(Indicating/translating into a high priority) & High
Anticipated Churn Index (essentially impact is high & risk on churn is high-
expected to be treated in inbound mechanism with highest priority);
•High Severity Index(indicating/translating into a high priority) & Medium
Anticipated Churn Index [essentially impact is high & risk on churn is medium-
expected to be treated in inbound mechanism with highest priority); and
• High Severity Indexfjndicating/translating into a high priority) & Low
Anticipated Churn Index (essentially impact is high & risk on churn is low-expected to be treated in inbound mechanism with highest priority)
At step (40), the method (100) includes determination of routing treatment for further treatment using inbound mechanism or outbound mechanism. Specifically, the routing of the inbound post is carried out leveraging the "one number service" of the CSTA based infrastructure supporting fixed, mobile & IP terminals. Specifically, the routing treatment is described in conjunction with FIGURE 3a, and 3b.
Further, it may be inferred from the above explanation on prioritization, that 9 combinations for the routing treatment are possible as represented in Figure 3a with an option to decide whether to treat it in inbound mechanism OR outbound mechanism. It may also be noted that the weighted indices qualifying the

"Anticipated Churn" & other relevant parameters is passed on to the CRM system in real time for further actions such as using the inputs for creating a specific campaign or make a note of the social media inputs that could be handled through a deferred treatment as appropriate.
As can be observed, the qualifiers on the priority are also used to determine if the post is to be handled in inbound or outbound mechanism. This also means that the following 3 key objectives are met.
•Any blending algorithm across inbound & outbound is now balanced as the
prioritization mechanism qualifies the same along with the fact that the "High
Severity ones" are marked for an immediate treatment across channels & the
low priority ones can be marked for outbound/deferred treatment.
•An active real time feedback mechanism on the anticipated churn to the CRM
system which can aid in taking further course of actions including an ability to
schedule an outbound campaign
• Participant/Agent Time is effectively utilized
It may be evident to those skilled in the art to realize that the parameters given above are a representative list & more such parameters could be added. Based on the prioritization, the post/comments are distributed to the various queues of the agents by adopting the following routing algorithm.
As a pre-requisite the following system wide parameters are configured/defined.

•Each participant is assigned a proficiency level based on the ability to handle
negative, neutral & positive feedback. The participants having the same
proficiency levels for particular category are represented in a group.
•Postsare categorized under various "Key Words" which are mapped to the
queues and essentially form the work list for the agents/participants.
•Each agent's "waiting time for the post" is measured when an agent previously
busy in any social media interaction/post is no longer engaged in the interaction
or any related work related to the previous transaction.
•Maximum allowed threshold, which essentially is the
"waiting_time„for_the_post" for a particular category.
The detailed steps for routing are shown in Figure 3b. The details of the algorithm are explained in the following text.
As a first step after the prioritization, the post/comments are distributed to the various incoming queues of the agents by adopting the following algorithm. For every new post, the "waiting time" for a newly received post is calculated as per flowchart 3b.
An "average expected engaged time" for responding to post received in social media channel is estimated based in a dynamic manner by actually averaging the time taken for handling post over a "sliding window of say last attended 50 posts (configurable in the system as a parameter). The average handling time for the post is calculated as per flowchart 3b.
The formula is calculated by adopting a sliding window of say "N" Posts on a reoccurring basis to arrive at the average expected engaged time.

If the "waiting time for the post" is less than the threshold defined in the system, the algorithm proceeds by finding the list of participants with same skillsets available. Upon determining the list of the available participant in the group, the algorithm does the following based on the encountered scenario. Some of the sample scenarios are detailed below.
Scenario 1
•Sends the post to the "longest waiting" available participant & to the supervisor
simultaneously in the event of post being qualified as "high priority & a high
anticipated churn index" (impact is high & risk is high- to be treated in inbound
mechanism with highest priority)
•As a part of the severity treatment, the agent/participant shall be able to send
the proposed reply/action to the supervisor for validation as a part of the
workflow treatment
•Further to the above the Supervisor will be able to confirm the
response/modify & resend to Agent/Participant for sending the response
Scenario 2
•In the event all agents/participants being busy, the system sends the post to the current "longest engaged" participant & to the supervisor simultaneously in the event of post being qualified as "high priority & a high anticipated churn index"(impact is high & risk is high- to be treated in inbound mechanism with highest priority).

•As a part of the severity treatment, the agent/participant shall be able to send the proposed reply/action to the supervisor for validation as a part of the workflow treatment.
•Further to the above the supervisor will be able to confirm the response/modify & resend to agent/participant for sending the response.
If the waiting time for the post exceeds the threshold during the polling exercise of finding a free agent, then the system would do specialized routing to the supervisor & generate alarms. The supervisor would have options to override the queuing mechanism based on the weighted index of the post.
The routing scenarios for all other combinations can be inferred from Figure 2. It may be noted that for outbound routing the blended rate of inbound & outbound traffic configured in the existing network could be leveraged so that the agent shall get a notification to act on the post.
At step (50), the method (100) includes enhancement to CSTA protocol/specifications accommodate in existing infrastructure.
Further to the suggested changes on prioritization & routing, one such method for implementing the social media channels in an existing CSTA based fixed mobile converged infrastructure is illustrated in figure 4.
Referring now to FIGURE 4, there is shown a system (200) for handling social media inputs an existing multi channel converged CSTA based infrastructure. The figure brings out the component level realization view depicting the CSTA

enhancements & the various functionalities within the system to enable implementation of the features. The system (200) includes a crawling module for providing social media post as an inputs and a sentiment analytics module for performing sentiment analysis by using inputs received from the crawling module.
Characterized in that, the system (200) includes a prioritization and churn module (100) for determining of priority and potential churn index of the posts/inputs received from the sentiment analytics module based on predetermined parameters and translating the priority and potential churn index to a predetermined combinations of severity index and anticipated churn index.
The system (200) further includes a routing module (not shown) for dynamically computing predetermined parameters and routing the post received from the prioritization and churn module (100). The routing module routes the posts by leveraging "one number service" of the CSTA based infrastructure.
The system (200) furthermore includes a social media interworking gateway module (101) for adapting the routed post to the CSTA specification.
Moreover, the system (200) includes CSTA adaptation stack (102) to be used by the social media interworking gateway module (101) to construct the enhanced payload and a CSTA protocol stack (103) capable of receiving service execution

instructions from the CSTA adaption stack through established SIP-CSTA sessions.
The system (200} still further includes an outbound campaign module (104) for specifically identifying specific churn treatment based on the enhanced payload by instructing the social interworking gateway through a REST based mechanism.
Additionally, the system (200) includes a graphical interface to configure to prioritization related fields, weightage and various threshold for the churn index.
Specifically,the output from the sentiment analytics module is shared to the prioritization, churn & routing determination module [100]. Upon performing the required functional logic as described in Figure 3a & Figure 3b, the qualifiers related to prioritization, churn & routing field indicator conveying that routing is already determined is packaged as a CSTA payload & referred as "enhanced CSTA payload". It may be noted that the service/event in the CSTA Standard facilitates inclusion of implementation-specific private data. Hence, it is important to note that could the system (200) may have one implementation/embodiment which receives private data in a CSTA service or event. It is also important to note that the size of private data is not limited by the standard and is implementation specific.
The social media interworking gateway module (101) comprises of a CSTA adaptation stack (102) supporting the enhanced CSTA payload. The CST

Adaptation stack (102) facilitates establishment of CSTA session with the "SAE"[Service Access Endpoint) of the CSTA protocol stack(103). The CSTA adaptation stack (102) facilitates establishment of CSTA with the SAE (Service Access Endpoint) and uses the SAC (Service Access client) The CSTA adaptation stack (102) that uses the SAC (Service Access client) uses both the "CSTA & SIP URI" as the request URI to initiate SIP CSTA sessions for supporting the transport of enhanced CSTA payload. The service access endpoint represents the endpoint of all SIP CSTA sessions. It is identified by a "CSTA URI" and a SIP URI which the SAC (Service Access client) of the CSTA adaptation stack (102) usesas the request URI to initiate SIP CSTA sessions to the CSTA SAE. In a typical IP multimedia system this SIP URI represents the Public Service Identity for DNS routing.
The social interworking gateway module (101) uses the CSTA adaptation stack
(102) to construct the enhanced payload & sends to the CSTA protocol stack
(103) of the service execution environment through the established SIP-CSTA sessions. The extract below describes the aspect of the extensions from the standards documentation for ECMA 323

CSTA-extension-types

private: the actual encoding has to be replaced
here

Further, the extract below describes aspect of the extensions as extracted from the standards documentation for ECMA 269. The support for extensions is also highlighted below.
CSTA-extension-types
{ iso( 1) identified-organizationf 3) icd-ecma( 12)
standard( 0) csta3( 285) extension-types( 129) }
DEFINITIONS ::=
BEGIN
EXPORTS
CSTACommonArguments, CSTAPrivateData;
IMPORTS
CSTASecurityData FROM CSTA-security
{iso( 1) identified-organization( 3) icd-ecma( 12)
standard( 0) csta3( 285) security( 128) };
CSTACommonArguments ::= [APPLICATION 30] IMPLICIT SEQUENCE
{ security [0] IMPLICIT CSTASecurityData OPTIONAL,

privateData [1] IMPLICIT SEQUENCE OF CSTAPrivateData OPTIONAL >
CSTAPrivateData ::= CHOICE
( string OCTET STRING.
private NULL } -- The actual encoding is added here.
-- replacing NULL with another valid ASN.l type.
END -- of CSTA-extension-types
The "enhanced CSTA Payload" with SIP as the chosen protocol referred as CSTA adaptation stack (102) in Figure 4 is used for communicating to the enhanced CSTA protocol stack (103) which maintains the SIP/CSTA sessions for the attendant/agent interaction.
The SIP packet with the enhanced CSTA Payload is addressed internally leveraging the enterprise data's already defined "One Number" so that the respective enterprises get only their related social media feedbacks. The CSTA service access point acts as the endpoint for all interactions concerning the attendant server. The attendant console acts as a CSTA client identified uniquely by the CSTA name.
Referring again to Figure 3a, it may be noted that there is an outbound qualifier for social media feedbacks which have relatively a less priority. Hence, in order to have balanced blended treatment for the social media channels, the outbound module with churn treatment [104] as shown in Figure 4 receives the notifications from the service execution environment with a view to schedule further actions including scheduling a campaign for further treatment on churn. The outbound module with churn treatment [104] of Figure 4 identifies the

specific churn treatment based on the enhanced payload by instructing the social interworking gateway through a REST based mechanism. In order to make it further clear, the following section describes the padding of the additional parameters in a logical sequence.
The social media post is analyzed as a part of the sentiment analytics & upon receipt of the social media feedback with the additional qualifiers such as prioritization & churn index, the post is send as a "CSTA Offered event"(SIP INFO) from the social interworking gateway. Essentially the feedback from social media channel is treated as a call. As can be interpreted from the specifications, the offered event contains two important elements which are relevant in this context. These important elements are "call characteristics" & "extensions". Essentially the priority index of high, medium & low is mapped into the existing call characteristics structure and the "priorityroutinglnfo" referred in the private data 8 qualifies the inbound/outbound treatment, is highlighted below.

The priority related qualifier as captured in call characteristics section from the standards documentation are detailed below.
The "priorityroutinglnfo" referred in the private data below qualifies the
Inbound/Outbound treatment.

-2
+16

ipBroadband
+8
+16 +36 +56
+56
l

The other parameters that are expected to be padded as a part of the message is added as "Private Data" to the extensions as indicated above . It is important to realize that the entire structure is a CSTA Payload comprising of SOAP header/body all encapsulated as a SIP INFO message with Content-Type: application/csta + xml. It may also be noted that the Social Media Interworking Gateway(lOl) would also facilitate an additional option to choose and establish CSTA session over a TCP socket instead of a SIP-CSTA session & employ an ASN.l encoding for more efficient transport of the Social Media Posts. Hence the changes suggested to the payload are applicable for both the session establishment mechanisms. While the CSTA messages are XML encoded as defined by ECMA 323 Standard it is important to realize that the Social Media Interworking Gateway (101) would still have an additional option for ASN.l

encoding with a view to enhance the scaling capability thereby improving the total number of Social Media posts handled per second.
ADVANTAGES OF THE INVENTION
The technical advancements of the system envisaged by the present invention include the realization of:
• A CSTA based method that facilitates an efficient treatment of Social Media Channels in a typical Service Provider's Fixed Mobile Converged infrastructure OR for a CSTA supported infrastructure in an Enterprise;
• A system that is focused on Optimized Routing in an automatic manner.
• A system that provides a consistent way to treat the traffic across the channels including Social Media in a CSTA supported environment;
• A system that support seamless integration with existing Multi Channel Fixed Mobile Converged Infrastructure supporting the CSTA environment
• A system that is focused on actively identifying potential churn & treatment in an automatic manner
• A system that provides a Graphical Interface for dynamically configuring the prioritization aspects and the sliding window thereby enabling a dynamic mechanism to adapt based on traffic.

Throughout this specification the word "comprise", or variations such as "comprises" or "comprising", will be understood to imply the inclusion of a stated element, integer or step, or group of elements, integers or steps, but not the exclusion of any other element, integer or step, or group of elements, integers or steps. The use of the expression "at least" or "at least one" suggests the use of one or more elements or ingredients or quantities, as the use may be in the embodiment of the invention to achieve one or more of the desired objects or results.
The numerical values mentioned for the various physical parameters, dimensions or quantities are only approximations and it is envisaged that the values higher/lower than the numerical values assigned to the parameters, dimensions or quantities fall within the scope of the invention, unless there is a statement in the specification specific to the contrary.
The foregoing description of the specific embodiments will so fully reveal the general nature of the embodiments herein that others can, by applying current knowledge, readily modify and/or adapt for various applications such specific embodiments without departing from the generic concept, and, therefore, such adaptations and modifications should and are intended to be comprehended within the meaning and range of equivalents of the disclosed embodiments.
It is to be understood that the phraseology or terminology employed herein is for the purpose of description and not of limitation. Therefore, while the embodiments herein have been described in terms of preferred embodiments,

those skilled in the art will recognize that the embodiments herein can be practiced with modification within the spirit and scope of the embodiments as described herein.

We Claim:
1. A method for handling social media inputs in an existing multi channel
converged CSTA based infrastructure, the method comprising:
receiving social media posts as an input;
performing sentiment analysis by using inputs received from the social media;
determining of priority and potential churn index of the inputs received after sentiment analysis based on predetermined parameters, wherein each predetermined parameter has predefined weightage and scale;
translating the weighted indices into qualifier by using predetermined combinations of severity index and anticipated churn index;
adapting the translated and computed indices with the selected posts into the CSTA specifications; and
determining routing of the adapted posts for further treatment using inbound mechanism or outbound mechanism, wherein routing of the inbound post is carried out leveraging the "one number service" of the CSTA based infrastructure.
2. The method as claimed in claim 1, wherein the social media post are received through crawlers.
3. The method as claimed in claim 1, wherein the predetermined combinations of severity index and anticipated churn index are selected from any one of high severity index and high anticipated churn index, high severity

index and medium anticipated churn index, and high severity index and low anticipated churn index and combination thereof.
4. The method as claimed in claim 1, wherein the predefined parameters for determining priority and potential churn index comprises sentiment analysis feedback, influencer index, categorization values, Alexa™ rank of the source, Google™ rank of the source, number of likes for posts, number of shares for the and combination thereof.
5. The method as claimed in claim 1, wherein routing the posts to the agents comprises:
calculating waiting time for the post, wherein maximum threshold waiting time for the post of a particular category is predefined;
finding the available agent if the waiting time for the post is less than the threshold waiting time;
sending the posts to anyone of a longest waiting agent and longest engaged agent upon the post being is qualified as "high priority and a high anticipated churn index" post; and
validating and replying the post by the agent.
6. A system for handling social media inputs an existing multi channel
converged CSTA based infrastructure, the system comprising:
a crawling module for providing social media post as an inputs;
a sentiment analytics module for performing sentiment analysis by using inputs received from the crawling module;
a prioritization and churn module for determining of priority and potential churn index of the posts/inputs received from the sentiment analytics

module based on predetermined parameters and translating the priority and potential churn index to a predetermined combinations of severity index and anticipated churn index;
a routing module for dynamically computing predetermined parameters and routing the post received from the prioritization and churn module, wherein the routing module routes the posts by leveraging "one number service" of the CSTA based infrastructure;
a social media interworking gateway module for adapting the routed post to the CSTA specification;
CSTA adaptation stack to be used by the social media interworking gateway module to construct the enhanced payload;
a CSTA protocol stack capable of receiving service execution instructions from the CSTA adaption stack through established SIP-CSTA sessions OR TCP based CSTA session with an option to choose the ASN.l encoding instead of XML encoding;
an outbound campaign module for specifically identifying specific churn treatment based on the enhanced payload by instructing the social interworking gateway through a REST based mechanism; and
a graphical interface to configure to prioritization related fields, weightage and various threshold for the churn index.
7. The system as claimed in claim 6, wherein predetermined combinations of severity index and anticipated churn index translated by the prioritization and churn module are selected from anyone of high severity index and high anticipated churn index, high severity index and medium anticipated

churn index, and high severity index and low anticipated churn index and combination thereof.
8. The system as claimed in claim 6, wherein the predefined parameters for determining priority and potential churn index comprises sentiment analysis feedback, influencer index, categorization values, Alexa™ rank of the source, Google™ rank of the source,, number of likes for posts, number of shares for the and combination thereof.