Collaboration techniques between parties using one or more communication modalities

• US 10,447,788 B2
• Filed: 02/10/2015
• Issued: 10/15/2019
• Est. Priority Date: 02/10/2015
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Griffin, Keith
• Primary Examiner(s): Keller, Michael A
• Assistant Examiner(s): Duong, Thao D
• Application Number:
  US14/618,495
• Publication Number:
  US 20160234319A1
• Time in Patent Office: 1,708 Days
• CPC Class Codes: H04L 67/148 Migration or transfer of sessions
• CPC Class Codes: H04L 67/61 taking into account QoS or priority requirements

Abstract

In one embodiment, a collaboration node prioritizes each modality of communication accessible by at least a first user and a second user based on one or more communication characteristics in a collaboration profile, monitors communication characteristics of a communication session conducted in a first modality of communication between the first user and the second user, and determines a second modality of communication accessible to the first user and the second user having a higher priority than the first modality of communication based on the collaboration profile and the communication characteristics for the communication session. The collaboration node further notifies at least one of the first user or the second user when the second modality of communication has the higher priority than the first modality of communication.

Claims

1. A method comprising:

prioritizing, by a collaboration node, each modality of communication accessible by at least a first user and a second user based on one or more communication characteristics in a collaboration profile, the collaboration profile having a default level preference and a user level preference, the one or more communication characteristics including a frequency of interaction between the first user and the second user;

monitoring, by the collaboration node, communication characteristics of a communication session conducted in a first modality of communication between the first user and the second user;

determining, by the collaboration node, a second modality of communication accessible to the first user and the second user having a higher priority than the first modality of communication based on the collaboration profile and the communication characteristics for the communication session;

notifying, by the collaboration node, at least one of the first user or the second user when the second modality of communication has the higher priority than the first modality of communication;

receiving, by the collaboration node, a transfer response from at least one of the first user or the second user in response to the notifying of the at least one of the first user or the second user when the second modality of communication has the higher priority than the first modality of communication, the transfer response indicating at least one of a rejection to transfer or an acceptance to transfer;

transferring or merging, by the collaboration node, the communication session conducted in the first modality to or with the second modality of communication when the second modality of communication has the higher priority than the first modality of communication and the transfer response indicates the acceptance of the transfer; and

updating, by the collaboration node, a preference list indicating an ordered preference of each modality of communication accessible by the at least the first user and the second user according to the transfer response.

2. The method of claim 1, wherein the communication characteristics of the communication session include at least one of a volume of interaction, a duration of interaction, a type of interaction, a number of participants for the interaction, a network resource usage associated with the interaction, a current location of a user, future location of a user, or a user preference.

3. The method of claim 1, wherein determining the second modality of communication accessible to the first user and the second user having the higher priority than the first modality of communication further comprises:

determining, by the collaboration node, a priority associated with the first modality of communication for the collaboration profile is lower than a priority associated with the second modality of communication for the collaboration profile.

4. The method of claim 1, wherein prioritizing each modality of communication accessible by at least the first user and the second user based on one or more communication characteristics in the collaboration profile further comprises:

prioritizing, by the collaboration node, each modality of communication accessible by at least the first user and the second user further based on presence information for each of the first user and the second user.

5. The method of claim 4, wherein the presence information includes at least one presence indicia selected from the group consisting of location information and calendar information.

6. The method of claim 1, wherein prioritizing each modality of communication accessible by at least the first user and the second user based on one or more communication characteristics in the collaboration profile, further comprises:

prioritizing, by the collaboration node, each modality of communication accessible by at least the first user and the second user further based on the preference list indicating the ordered preference of each modality of communication accessible by at least the first user and the second user.

7. The method of claim 1, wherein prioritizing each modality of communication accessible by at least the first user and the second user based on one or more communication characteristics in the collaboration profile, further comprises:

prioritizing, by the collaboration node, each modality of communication accessible by at least the first user and the second user further based on at least one of a heuristic model or an autonomic model.

8. The method of claim 1, further comprising:

notifying, by the collaboration node, at least one of the first user or the second user when at least one of the first user or the second user transfers to the second modality of communication using the first modality of communication.

9. A collaboration device comprising:

one or more network interfaces to communicate with in a communication network;

a processor coupled to the network interfaces and adapted to execute one or more processes; and

a memory configured to store a process executable by the processor, the process when executed operable to;

prioritize each modality of communication accessible by at least a first user and a second user based on one or more communication characteristics in a collaboration profile, the collaboration profile having a default level preference and a user level preference, the one or more communication characteristics including a frequency of interaction between the first user and the second user;

monitor communication characteristics of a communication session conducted in a first modality of communication between the first user and the second user;

determine a second modality of communication accessible to the first user and the second user having a higher priority than the first modality of communication, based on the collaboration profile and the communication characteristics for the communication session;

generate and send a notification to at least one of the first user or the second user when the second modality of communication has the higher priority than the first modality of communication, the notification based on the second modality of communication determined to have the higher priority than the first modality of communication;

receive a transfer response from at least one of the first user or the second user in response to the notification sent to the at least one of the first user or the second user when the second modality of communication has the higher priority than the first modality of communication, the transfer response indicating at least one of a resection to transfer or an acceptance to transfer; and

update a preference list indicating an ordered preference of each modality of communication accessible by the at least the first user and the second user according to the transfer response.

10. The collaboration device of claim 9, wherein the process, when executed, is further operable to:

transfer the communication session conducted in the first modality to the second modality of communication when the second modality of communication has the higher priority than the first modality of communication.

11. The collaboration device of claim 9, wherein the communication characteristics of the communication session include at least one of a volume of interaction, a duration of interaction, a type of interaction, a number of participants for the interaction, a network resource usage associated with the interaction, a current location of a user, future location of a user, or a user preference.

12. The collaboration device of claim 9, wherein the process to determine the second modality of communication accessible to the first user and the second user having the higher priority than the first modality of communication, when executed, is further operable to:

determine a priority associated with the first modality of communication for the collaboration profile is lower than a priority associated with the second modality of communication for the collaboration profile.

13. The collaboration device of claim 9, wherein the process to prioritize each modality of communication accessible by at least the first user and the second user based on one or more communication characteristics in the collaboration profile, when executed, is further operable to:

prioritize each modality of communication accessible by at least the first user and the second user further based on presence information for each of the first user and the second user.

14. The collaboration device of claim 13, wherein the presence information includes at least one presence indicia selected from the group consisting of location information and calendar information.

15. The collaboration device of claim 9, wherein the process to prioritize each modality of communication accessible by at least the first user and the second user based on one or more communication characteristics in the collaboration profile, when executed, is further operable to:

prioritize each modality of communication accessible by at least the first user and the second user further based on the preference list indicating the ordered preference of each modality of communication accessible by at least the first user and the second user.

16. A tangible, non-transitory, computer-readable media having software encoded thereon, the software, when executed by a processor, operable to:

prioritize each modality of communication accessible by at least a first user and a second user based on one or more communication characteristics in a collaboration profile, the collaboration profile having a default level preference and a user level preference, the one or more communication characteristics including a frequency of interaction between the first user and the second user and/or a volume of interaction between the first user and the second user;

monitor communication characteristics of a communication session conducted in a first modality of communication between the first user and the second user;

determine a second modality of communication accessible to the first user and the second user having a higher priority than the first modality of communication, based on the collaboration profile and the communication characteristics for the communication session; and

notify at least one of the first user or the second user when the second modality of communication has the higher priority than the first modality of communication;

receive a transfer response from at least one of the first user or the second user in response to notifying the at least one of the first user or the second user when the second modality of communication has the higher priority than the first modality of communication, the transfer response indicating at least one of a rejection to transfer or an acceptance to transfer;

transfer the communication session conducted in the first modality of communication to the second modality of communication when the second modality of communication has the higher priority than the first modality of communication and the transfer response indicates the acceptance of the transfer; and

update a preference list indicating an ordered preference of each modality of communication accessible by the at least the first user and the second user according to the transfer response.