Context aware interaction

• US 10,289,982 B2
• Filed: 02/21/2018
• Issued: 05/14/2019
• Est. Priority Date: 06/14/2011
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Mezhibovsky, Vladimir, Korolev, Nikolay, Ristock, Herbert Willi Artur
• Primary Examiner(s): Pollack, Melvin H
• Application Number:
  US15/901,784
• Publication Number:
  US 20180181921A1
• Time in Patent Office: 447 Days
• Field of Search: 709204
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/06314 Calendaring for a resource
• CPC Class Codes: G06Q 10/1093 Calendar-based scheduling for persons or groups
• CPC Class Codes: G06Q 10/1095 Meeting or appointment
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/222 using geographical location information, e.g. messages transmitted or received in proximity of a certain spot or area
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/52 specially adapted for the location of the user terminal

Abstract

A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.

Claims

1. A method for managing communications between a plurality of electronic devices, the method comprising:

detecting, by a processor, that a caller is disconnected from a current call;

in response to detecting, by the processor, that the caller is disconnected from the current call, identifying, by the processor, availability information for the caller, the availability information identifying a condition for engaging in communication with the caller;

monitoring, by the processor, availability of the caller, wherein the availability of the caller is based at least on the availability information;

monitoring, by the processor, availability of a plurality of agents of a customer contact center;

determining, by the processor, mutual availability of the caller and an agent of the plurality of agents based on monitoring the availability of the caller and the availability of the plurality of agents;

transmitting, by the processor, in response to determining the mutual availability, a signal to a switch, the signal for establishing a communication session between a first electronic device associated with the caller and a second electronic device associated with the agent.

2. The method of claim 1, wherein the caller is disconnected from the current call in response to determining, by the processor, that no agents are available for handling the current call.

3. The method of claim 1, wherein the availability information includes a time window identified by the caller.

4. The method of claim 3, wherein the processor determines the caller is available for establishing the communication session within the time window identified by the caller.

5. The method of claim 1, wherein the availability information includes a geographic location identified by the caller.

6. The method of claim 5, wherein the processor determines the caller is unavailable within the geographic location identified by the caller.

7. The method of claim 5, further comprising:

receiving, by the processor, a first geo-location identified by a global positioning system (GPS) for the first electronic device;

determining, by the processor, that the first geo-location corresponds to the geographic location identified by the caller; and

identifying the caller as unavailable in response to the determining.

8. The method of claim 1, wherein the determining of the availability of the agent includes receiving, by the processor, a message from the second electronic device indicative of availability of the agent.

9. The method of claim 1 further comprising:

obtaining, by an automated system, information on an intent of the caller prior to the current call being disconnected, wherein the instructions further cause the processor to bypass the automated system in establishing the communication session between the first electronic device and the second electronic device.

10. A system for managing communications between a plurality of electronic devices, the system comprising:

a switch configured establish a connection for enabling communication between electronic devices;

a processor; and

a memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to;

detect that a caller is disconnected from a current call;

in response to detecting that the caller is disconnected from the current call, identify availability information for the caller, the availability information identifying a condition for engaging in communication with the caller;

monitor availability of the caller, wherein the availability of the caller is based at least on the availability information;

monitor availability of a plurality of agents of a customer contact center;

determine mutual availability of the caller and an agent of the plurality of agents based on monitoring the availability of the caller and the availability of the plurality of agents;

transmit, in response to determining the mutual availability, a signal to the switch, the signal for establishing a communication session between a first electronic device associated with the caller and a second electronic device associated with the agent.

11. The system of claim 10, wherein the caller is disconnected from the current call in response to determining that no agents are available for handling the current call.

12. The system of claim 11, wherein the availability information includes a time window identified by the caller.

13. The system of claim 12, wherein the instructions cause the processor to determine that the caller is available for establishing the communication session within the time window identified by the caller.

14. The system of claim 10, wherein the availability information includes a geographic location identified by the caller.

15. The system of claim 14, wherein the instructions cause the processor to determine that the caller is unavailable within the geographic location identified by the caller.

16. The system of claim 14, wherein the instructions further cause the processor to:

receive a first geo-location identified by a global positioning system (GPS) for the first electronic device;

determine that the first geo-location corresponds to the geographic location identified by the caller; and

identify the caller as unavailable in response to the determining.

17. The system of claim 10, wherein the instructions that cause the processor to determine the availability of the agent include instructions that cause the processor to receive a message from the second electronic device indicative of availability of the agent.

18. The system of claim 10, wherein the instructions further cause the processor to:

invoke an automated system for obtaining information on an intent of the caller prior to the current call being disconnected, wherein the instructions further cause the processor to bypass the automated system in establishing the communication session between the first electronic device and the second electronic device.