Emergency request prior insight delivery

• US 10,033,862 B2
• Filed: 08/05/2013
• Issued: 07/24/2018
• Est. Priority Date: 08/05/2013
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Yoakum, John H., Michaelis, Paul Roller
• Primary Examiner(s): Wang-Hurst, Kathy
• Assistant Examiner(s): TACSIK, ERNEST G
• Application Number:
  US13/959,517
• Publication Number:
  US 20150038102A1
• Time in Patent Office: 1,814 Days
• Field of Search: 4554041
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5116 for emergency applications
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components

Abstract

A communication endpoint is configured to record content, which may be audio content, video content, and/or other content, and send the recorded content to an endpoint, such as a contact center. In one instance, the communication endpoint initiates content recording upon the detection of an outbound user-initiated request, such as an emergency request, and transmits the recorded content when the communication session has been established. As another example, the communication endpoint may record content in a circular manner such that a latest content corresponding to a predetermined amount of time may be transmitted when the communication session has been established.

Claims

1. A method comprising:

determining a power level associated with a first endpoint;

determining a media content recording mode for the first endpoint based on the power level, wherein determining the media content recording mode includes selecting from a first media content recording mode and a second media content recording mode, wherein the first media content recording mode records media content continuosly, over a selected time period, to at least one buffer associated with the first endpoint when the power level is determined to be greater than or equal to a first threshold, and wherein the second media content recording mode records media content to the at least one buffer only at an initiation of a communication session when the power level is determined to be less than the first threshold;

determining media content to record based on the power level, wherein media content that is recorded when the power level is determined to be less than or equal to a second threshold different from the first threshold is different from media content that is recorded when the power level is determined to be greater than the second threshold; and

recording the determined media content to the at least one buffer in accordance with the determined media content recording mode.

2. The method of claim 1, wherein the first and second media content recording modes occur over different time periods and further comprising:

establishing a communication session between the first endpoint and the second endpoint;

transmitting the media content recorded to the at least one buffer from the at least one buffer to the second endpoint using the communication session; and

transmitting real-time content using the communication session.

3. The method of claim 1, wherein the second endpoint includes a buffering server, the method further comprising:

transmitting the media content recorded to the at least one buffer from the at least one buffer to the buffering server; and

transmitting, to a third endpoint from the buffering server, the media content recorded to the at least one buffer.

4. The method of claim 1, further comprising:

detecting an initiating of a communication session corresponding to an outbound user-initiated emergency request between the first endpoint and the second endpoint;

recording media content in accordance with the second media content recording mode; and

transmitting, across a communication network from the first endpoint to a second endpoint, the media content recorded to the at least one buffer.

5. The method of claim 1, wherein the second endpoint is a Public Safety Answering Point (PSAP), the method further comprising:

verifying that a communication session has been established between the first endpoint and the PSAP before transmitting the media content recorded to the at least one buffer.

6. The method of claim 1, wherein the first endpoint is at least one of:

(i) a mobile device;

(ii) a communications client residing on a device including a processor and memory;

(iii) a Web Real-Time Communication (WebRTC) browser or application instance;

(iv) a desktop phone;

(v) a tablet; and

(vi) a computer and further comprising;

transmitting, across a communication network from the first endpoint to a second endpoint, the media content recorded to the at least one buffer.

7. The method of claim 1, wherein the media content determined to be recorded when the power level is less than or equal to the second threshold includes only audio data, wherein one or more of sensor data, image data, health information data, metadata associated with the image data, metadata associated with the audio data, metadata associated with video data, location information, and other communication device or client data is transmitted to the second endpoint, and one or more messages or flows indicating that a communication session has been established is received at the first endpoint.

8. The method of claim 1, further comprising:

determining whether to transmit one or more of audio data, video data, sensor data, and image data according to priority information, wherein the priority information is based on one or more of an estimated power usage of the first endpoint, a bandwidth requirement, and a profile associated with the first endpoint.

9. The method of claim 1, further comprising at least one of the following:

(i) authorizing a user to access the media content recorded to the at least one buffer;

(ii) verifying that the second endpoint is authorized to receive the media content; and

(iii) encrypting the media content.

10. The method of claim 1, further comprising:

initiating a first communication session between the first endpoint and the second endpoint;

establishing a second communication session between the first endpoint and the second endpoint; and

transmitting the media content recorded to the at least one buffer to the second endpoint using the second communication session, wherein the second communication session includes a Web Real-Time Communication (WebRTC) data channel and the recorded media content is transmitted to the second endpoint via the WebRTC data channel.

11. A tangible computer-readable storage device comprising processor-executable instructions operable to perform the method of claim 1.

12. A method comprising:

determining a media content recording mode for a first endpoint, wherein determining the media content recording mode includes selecting from a first media content recording mode and a second media content recording mode, wherein the first media content recording mode records media content continuosly, over a selected time period, to at least one buffer associated with the first endpoint, and wherein the second media content recording mode records media content to the at least one buffer only when a communication session is initiated;

determining a type of media content to record based on an attribute of the first endpoint, wherein determining the type of media content to record includes selecting from a first media content type and a second media content type; and

recording media content of the determined type of media content to the at least one buffer in accordance with the determined media content recording mode, wherein media content including audio data is recorded to the at least one buffer in the second media content recording mode.

13. The method of claim 12, further comprising transmitting real-time content including one or more of audio and video data from the first endpoint to the second endpoint while transmitting the media content recorded to the at least one buffer.

14. The method of claim 12, wherein the first and second media content recording modes occur over different time periods and further comprising:

transmitting the media content recorded to the at least one buffer from the at least one buffer to a buffering server; and

transmitting, to a third endpoint from the buffering server, the media content recorded to the at least one buffer.

15. The method of claim 12, wherein the at least one buffer is located at a location other than the first endpoint and further comprising:

transmitting via a WebRTC data channel, the media content recorded to the at least one buffer from the at least one buffer to a second endpoint.

16. The method of claim 12, wherein the first endpoint is at least one of:

(i) a mobile device;

(ii) a communications client residing on a device including a processor and memory;

(iii) a WebRTC browser or application instance;

(iv) a desktop phone;

(v) a tablet; and

(vi) a computer and further comprising;

transmitting via a WebRTC data channel, the media content recorded to the at least one buffer from the at least one buffer to a second endpoint.

17. The method of claim 12, wherein the media content includes one or more of sensor data, health information data, image data, metadata associated with the image data, metadata associated with audio data, metadata associated with video data, location information, and other communications device or client data, and one or more messages or flows indicating that a communication session has been established is received at the first endpoint and further comprising:

transmitting via a WebRTC data channel, the media content recorded to the at least one buffer from the at least one buffer to a second endpoint.

18. A computer-readable storage device comprising processor-executable instructions operable to perform the method of claim 12.

19. A system for providing a prior-to-emergency communication request, the system comprising:

a first endpoint operable to transmit and receive media, initiate two-way media exchanges with a second endpoint, and receive communication requests from, and establish two-way media exchanges with, the second endpoint; and

at least one circular buffer located at the first endpoint, the at least one circular buffer recording media content in response to profile information and a detected power level of the first endpoint, wherein the first endpoint is operable to transmit to the second endpoint one of a determined first or second type of media content upon establishing a communication session between the first endpoint and the second endpoint, wherein the profile information configures the first endpoint to continuously record media content, over a selected time period, to the at least one circular buffer when the power level is determined to be greater than or equal to a first threshold, wherein the profile information configures the first endpoint to record media content to the at least one circular buffer only when a communication session is initiated and when the detected power level is determined to be less than the first threshold, wherein the profile information configures the first endpoint to record the first type of media content when the power level is less than or equal to a second threshold different from the first threshold, and wherein the profile information configures the first endpoint to record the second type of media content when the power level is greater than the second threshold.

20. The system of claim 19, wherein the first and second media content recording modes occur over different time periods and further comprising:

determining whether to transmit to the second endpoint audio content, video content, or audio and video content based on the detected power level.