Messaging response system

• US 20040003041A1
• Filed: 04/02/2003
• Published: 01/01/2004
• Est. Priority Date: 04/02/2002
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: WorldCom, Inc. (Verizon Communications Inc.)
• Inventors: Mumford, Gregory L., Gunasekar, Duraisamy, Moore, Richard G.
• Granted Patent: US 9,043,212 B2
• Time in Patent Office: Days
• US Class Current: 709/204
• CPC Class Codes: G06F 40/40 Processing or translation of natural language natural language analysis G06F40/20; semantic analysis G06F40/30
• CPC Class Codes: G06F 40/58 Use of machine translation, e.g. for multi-lingual retrieval, for server-side translation for client devices or for real-time translation
• CPC Class Codes: G06Q 20/085 involving remote charge determination or related payment systems
• CPC Class Codes: G06Q 20/40 Authorisation, e.g. identification of payer or payee, verification of customer or shop credentials; Review and approval of payers, e.g. check credit lines or negative lists
• CPC Class Codes: G10L 13/00 Speech synthesis; Text to speech systems
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04L 12/14 Charging , metering or billing arrangements for data wireline or wireless communications
• CPC Class Codes: H04L 12/1403 Architecture for metering, charging or billing
• CPC Class Codes: H04L 12/1813 for computer conferences, e.g. chat rooms instant messaging H04L51/04; protocols for multimedia communication H04L65/1101; arrangements for multi-party communication H04L65/403; telephonic conference arrangements H04M3/56; television conference systems H04N7/15
• CPC Class Codes: H04L 12/1822 Conducting the conference, e.g. admission, detection, selection or grouping of participants, correlating users to one or more conference sessions, prioritising transmission
• CPC Class Codes: H04L 12/1827 Network arrangements for conference optimisation or adaptation
• CPC Class Codes: H04L 45/308 Route determination based on user's profile, e.g. premium users
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/066 Format adaptation, e.g. format conversion or compression
• CPC Class Codes: H04L 51/56 Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]
• CPC Class Codes: H04L 65/1016 IP multimedia subsystem [IMS]
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• 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 65/80 : Responding to QoS
• CPC Class Codes: H04L 67/14 : Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 67/54 : Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04L 67/565 : Conversion or adaptation of application format or content adding application control or application functional data H04L67/561
• CPC Class Codes: H04L 69/08 : Protocols for interworking; Protocol conversion
• CPC Class Codes: H04L 69/329 : in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 : Network security protocols
• CPC Class Codes: H04M 15/00 : Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 15/07 : Split billing, i.e. both A-party and B-party charged for the communication
• CPC Class Codes: H04M 15/08 : Metering calls to called party , i.e. B-party charged for the communication
• CPC Class Codes: H04M 15/09 : Third party charged communications
• CPC Class Codes: H04M 15/51 : for resellers, retailers or service providers
• CPC Class Codes: H04M 15/55 : for hybrid networks
• CPC Class Codes: H04M 15/56 : for VoIP communications
• CPC Class Codes: H04M 15/57 : for integrated multimedia messaging subsystem [IMS]
• CPC Class Codes: H04M 15/63 : based on the content carried by the session initiation protocol [SIP] messages
• CPC Class Codes: H04M 15/7655 : shared by technologies
• CPC Class Codes: H04M 15/77 : involving multiple accounts per user
• CPC Class Codes: H04M 15/772 : per service, e.g. prepay or post-pay
• CPC Class Codes: H04M 15/8292 : Charging for signaling or unsuccessful connection
• CPC Class Codes: H04M 15/83 : Notification aspects
• CPC Class Codes: H04M 17/00 : Prepayment of wireline communication systems, wireless communication systems or telephone systems using a coded card to authorise calls from a telephone set H04M1/675
• CPC Class Codes: H04M 2201/60 : Medium conversion
• CPC Class Codes: H04M 2203/2066 : Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
• CPC Class Codes: H04M 2203/4509 : Unified messaging with single point of access to voicemail and other mail or messaging systems
• CPC Class Codes: H04M 2203/4536 : Voicemail combined with text-based messaging
• CPC Class Codes: H04M 2215/202 : VoIP; Packet switched telephony
• CPC Class Codes: H04M 2215/208 : IMS, i.e. Integrated Multimedia messaging Subsystem
• CPC Class Codes: H04M 2215/44 : Charging/billing arrangements for connection made over different networks, e.g. wireless and PSTN, ISDN, etc.
• CPC Class Codes: H04M 2215/54 : Resellers-retail or service providers billing, e.g. agreements with telephone service operator, activation, charging/recharging of accounts
• CPC Class Codes: H04M 2215/62 : Called party billing, e.g. reverse billing, freephone, collect call, 0800 or 0900
• CPC Class Codes: H04M 2215/64 : Split billing, sharing the cost of calls, e.g. between calling and called parties
• CPC Class Codes: H04M 2215/66 : Third party billing, i.e. third party can also be the predetermined telephone line of the caller if he is calling from another telephone set
• CPC Class Codes: H04M 2215/725 : Shared by technologies, e.g. one account for different access technologies
• CPC Class Codes: H04M 2215/7254 : Multiple accounts per user
• CPC Class Codes: H04M 2215/7263 : per service, e.g. prepay and post-pay
• CPC Class Codes: H04M 2215/82 : Advice-of-Charge [AOC], i.e. notify subscriber of charges/cumulative charge; meter at the substation
• CPC Class Codes: H04M 2242/30 : Determination of the location of a subscriber
• CPC Class Codes: H04M 3/42127 : Systems providing several special services or facilities from groups H04M3/42008 - H04M3/58
• CPC Class Codes: H04M 3/42229 : Personal communication services, i.e. services related to one subscriber independent of his terminal and/or location diverting calls from one subscriber to another subscriber, i.e. two different subscriptions H04M3/54; selecting arrangements in intelligent networks H04Q3/005
• CPC Class Codes: H04M 3/46 : Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
• CPC Class Codes: H04M 3/465 : Arrangements for simultaneously calling a number of substations until an answer is obtained
• CPC Class Codes: H04M 3/4931 : Directory assistance systems
• CPC Class Codes: H04M 3/5322 : for recording text messages
• CPC Class Codes: H04M 3/533 : Voice mail systems
• CPC Class Codes: H04M 3/53308 : Message originator indirectly connected to the message centre, e.g. after detection of busy or absent state of a called party
• CPC Class Codes: H04M 7/0003 : Interconnection between telephone networks and data networks
• CPC Class Codes: H04M 7/003 : Click to dial services
• CPC Class Codes: H04M 7/0045 : where the text-based messaging service is an instant messaging service
• CPC Class Codes: H04M 7/0048 : where the text-based messaging service is a Short Message Service
• CPC Class Codes: H04M 7/0051 : where the data service is a multimedia messaging service
• CPC Class Codes: H04M 7/0054 : where the data service is an electronic mail service
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04M 7/125 : Details of gateway equipment
• CPC Class Codes: H04M 7/1295 : Details of dual tone multiple frequency signalling
• CPC Class Codes: H04N 21/2335 : involving reformatting operations of audio signals, e.g. by converting from one coding standard to another details of audio signal transcoding G10L19/173
• CPC Class Codes: H04N 21/234309 : by transcoding between formats or standards, e.g. from MPEG-2 to MPEG-4 or from Quicktime to Realvideo conversion of standards in analog television systems H04N7/01
• CPC Class Codes: H04N 21/234336 : by media transcoding, e.g. video is transformed into a slideshow of still pictures or audio is converted into text
• CPC Class Codes: H04N 21/440236 : by media transcoding, e.g. video is transformed into a slideshow of still pictures, audio is converted into text

Abstract

A messaging response system is disclosed wherein a service providing system provides services to users via messaging communications. In accordance with an exemplary embodiment of the present invention, multiple respondents servicing users through messaging communications may appear to simultaneously use a common “screen name” identifier.

Claims

1. In a communications system, a method for managing messaging communications among a plurality of parties and a messaging response system comprising a plurality of messaging stations, the method comprising the steps of:

receiving first messaging communications at the messaging response system;

identifying a first party as having originated first messaging communications; and

selectively routing the first messaging communications to a particular first messaging station based at least upon an identity of the first party.

2. The method of claim 1 further comprising:

identifying a messaging service through which the first messaging communications are received; and

selectively routing the first messaging communications to the first messaging station further based at least upon an identity of the messaging service.

5. The method of claim 1 further comprising:

establishing the first routing association between the first party and a first messaging station, wherein the establishing of the first routing association is performed upon the receiving of the first messaging communications from the first party by the messaging response system.

6. The method of claim 5 wherein the first routing association indicates the first messaging station being associated with a first party identifier from the group including:

a screen name by which the first party is known in an instant messaging system, a network address for an instant communications client used by the first party, an account name, an account number, a user name by which the first party is known to the messaging response system.

7. The method of claim 5 further comprising the step of:

selecting the first messaging station to be associated with the first party responsive to at least one of;

availability of the first messaging station, activity level of the first messaging station, suitability of the first messaging station to communicate with the first party, resources available to the first messaging station, capabilities of the first messaging station, prearranged association of the first messaging station with the first party, and an attribute of the first party meeting criteria to be handled by the first messaging station.

8. The method of claim 1 wherein the first party addresses the first messaging communications to the messaging response system using a first identifier associated with the messaging response system.

9. The method of claim 8 further comprising:

receiving second messaging communications from the first party addressed to a second identifier;

determining whether the first identifier and second identifier are commonly associated with the messaging response system; and

providing the first identifier to the first party responsive to whether the first identifier and second identifier are commonly associated with the messaging response system.

10. The method of claim 9 wherein the selectively routing the first messaging communications to a particular first messaging station is responsive to at least one of the first identifier and the second identifier.

11. The method of claim 8 wherein the first identifier is a screen name used as an identifier in an instant messaging service.

12. The method of claim 8 further comprising the step of:

routing a second messaging communications from the first messaging station to the first party, wherein a sender identifier associated with the second messaging communications and indicated to the first party as the source of the second messaging communications is the same as the first identifier associated with the messaging response system.

13. The method of claim 8 further comprising the steps of:

receiving, at the messaging response system, second messaging communications from a second party;

establishing a second routing association between the second party and a second messaging station; and

responsive to the second routing association, routing the second messaging communications from the second party to the second messaging station.

14. The method of claim 13 wherein the second party addresses the second messaging communications to the messaging response system using the first identifier associated with the messaging response system.

15. The method of claim 14 wherein messaging communications received by the second party from the second messaging station system sender name is the same as the first identifier associated with the messaging response system.

16. The method of claim 13 wherein the messaging communications from the first party is received at the messaging response system from a first messaging service and messaging communications from the first station in response to the first party are forwarded to the first messaging service for sending to the first party.

17. The method of claim 16 wherein the messaging communications from the second party is received at the messaging response system from a second messaging service coupled to the service provider system and messaging communications from the second station in response to the second party are forwarded to the second messaging service for sending to the second party.

18. The method of claim 8 wherein the selectively routing the first messaging communications to a particular first messaging station is responsive at least to the first identifier.

19. The method of claim 18 wherein the first identifier is a screen name used as an identifier in an instant messaging service.

20. The method of claim 18 further comprising:

maintaining a first routing association involving the identity of the first party and the first identifier and the first messaging station, wherein the routing association represents that messaging communications from the first party addressed to the first identifier are to be routed to the first messaging station.

21. The method of claim 20 further comprising:

receiving second messaging communications from the first party addressed to a second identifier associated with the message response system; and

selectively routing the second messaging communications to a second messaging station.

22. The method of claim 1 wherein the messaging response system includes a human-operated messaging station and an automatic messaging station for automatically handling messaging communications.

23. The method of claim 1 further comprising the step of:

eliminating the first routing association wherein subsequent messaging communications from the first party are prevented from being sent to the first messaging station.

24. The method of claim 23 wherein said eliminating the first routing association is responsive to instructions from at least one of:

the first party, the first messaging station, a second messaging station, the messaging response system, a third messaging station of the messaging response system and a third party associated with the messaging response system.

25. The method of claim 1 further comprising the step of:

establishing a second routing association associating the first party with a second messaging station, wherein messaging communications from the first party are sent to the second messaging station.

26. The method of claim 25 wherein said establishing the second routing association is responsive to instructions from at least one of:

the first party, the first messaging station, the second messaging station, the messaging response system, a third messaging station of the messaging response system and a third party associated with the messaging response system.

27. The method of claim 25 further comprising the step of:

eliminating the first routing association wherein subsequent messaging communications from the first party are prevented from being sent to the first messaging station.

28. The method of claim 27 wherein the eliminating the first routing association is responsive to instructions from at least one of:

the first party, the first messaging station, the second messaging station, the messaging response system, a third messaging station of the messaging response system and a third party associated with the messaging response system.

29. The method of claim 1 further comprising the step of:

changing the first routing association to associate the first party with a second messaging station, wherein subsequent messaging communications from the first party are prevented from being sent to the first messaging station and are instead sent to the second messaging station.

30. The method of claim 29 wherein said changing the first routing association is responsive to instructions from one of the first party, the first messaging station, the second messaging station and the messaging response system.

31. The method of claim 1 further comprising:

in relation to a communications session involving messaging communications between the first party and the messaging response system, storing session information including at least one of;

an identifier associated with the first party, state information related to the communications session with the first party, degree of progress through a programmatic sequence of steps performed by the messaging response system, copies of at least portions of messaging communications, information obtained from the party, information requested by the party, information pertaining to the party, information obtained from a database responsive to communications with the party, information pertaining to the first messaging station, and pointers, links, handles, indices and other references to places where additional data may be obtained.

32. The method of claim 31 further comprising the steps of:

associating a second messaging station with the first party, wherein messaging communications from the first party are sent to the second messaging station; and

accessing, by the second messaging station, session information stored by the first messaging station.

33. The method of claim 1 further comprising the steps of:

associating a second messaging station with the first party, wherein messaging communications from the first party are sent to the second messaging station; and

conveying, from the first messaging station to the second messaging station, session information pertaining to a communications session involving messaging communications between the first party and the messaging response system, the session information including at least one of;

an identifier associated with the first party, state information related to the communications session with the first party, degree of progress through a programmatic sequence of steps performed by the messaging response system, copies of at least portions of messaging communications, information obtained from the party, information requested by the party, information pertaining to the party, information obtained from a database responsive to communications with the party, information pertaining to the first messaging station, and a reference to a place where data may be obtained.

98. The method of claim 7 further comprising:

indicating, to a billing system, activity pertaining to the engaging the intelligent media translator.

182. The method of claim 1 wherein the first messaging communications is composed by the first party in human-readable natural language form.

3. The method of claim 3 further comprising:

maintaining a first routing association involving the identity of the first party and the messaging station, wherein the routing association represents that messaging communications from the first party are to be routed to the first messaging station.

4. The method of claim 3 wherein the first routing association acts by associating the first messaging station with a first party identifier from the group including:

a screen name by which the first party is known in an instant messaging system, a network address for an instant communications client used by the first party, an account name, an account number, and a user name by which the first party is known to the messaging response system.

34. A session router for routing messaging communications among a plurality of parties and a first messaging response system comprising a plurality of messaging stations, the session router comprising:

a messaging service interface for communicating messaging communications among a first party and the first messaging response system;

a routing associating means for providing a first routing association between messaging communications associated with the first party and a first messaging station; and

a session routing process for causing messaging communications from the first party to be selectively communicated to the first messaging station responsive to the routing association represented by the routing associating means.

35. The session router of claim 34 wherein the routing association means acts to associate the first messaging station with a first party identifier from the group including:

a screen name by which the first party is known in an instant messaging system, a network address for an instant communications client used by the first party, an account name for the first party, an account number for the first party, and a user name by which the first party is known to the first messaging response system.

36. The session router of claim 34 wherein the session router acts to establish the first routing association between the first party and the first messaging station upon the receiving of the first messaging communications from the first party by the first messaging response system.

37. The session router of claim 36 wherein the routing association means acts to associate the first messaging station with a first party identifier from the group including:

a screen name by which the first party is known in an instant messaging system, a network address for an instant communications client used by the first party, an account name, an account number, a user name by which the first party is known to the first messaging response system.

38. The session router of claim 36 wherein the session router acts to select the first messaging station to be associated with the first party responsive to at least one of:

availability of the first messaging station to communicate with the first party, activity level of the first messaging station, suitability of the first messaging station to communicate with the first party, resources available to the first messaging station, capabilities of the first messaging station, prearranged association of the first messaging station with the first party, and an attribute of the first party meeting criteria for being handled by the first messaging station.

39. The session router of claim 36 wherein the session router acts to receive availability information pertaining to the first messaging station and to select the first messaging station to be associated with the first party responsive to at least the availability information of the first messaging station.

40. The session router of claim 34 wherein the session router acts to receive messaging communications from the first party wherein the first party addresses the messaging communications to the first messaging response system using a first identifier associated with the first messaging response system.

41. The session router of claim 40 wherein the first identifier is a screen name used as an identifier in an instant messaging service.

42. The session router of claim 40 wherein the router acts to route a second messaging communications from the first messaging station to the first party, wherein a sender identifier associated with the second messaging communications and indicated to the first party as the source of the second messaging communications is the same as the first identifier associated with the first messaging response system.

43. The session router of claim 40 wherein the session router is operable to:

receive, at the first messaging response system, second messaging communications from a second party;

establish a second routing association between the second party and a second messaging station; and

,

responsive to the second routing association, route the second messaging communications from the second party to the second messaging station.

44. The session router of claim 43 wherein the session router acts to receive messaging communications from the first party wherein the second party addresses the second messaging communications to the first messaging response system using the first identifier associated with the first messaging response system.

45. The session router of claim 44 wherein the session router acts to send third messaging communications to the second party from the second messaging station system wherein a sender identifier for the third messaging communications is the same as the first identifier associated with the first messaging response system.

46. The session router of claim 43 further comprising:

a first messaging system gateway means for communicating with a first messaging service, wherein the messaging communications from the first party is received via the first messaging service and messaging communications from the first station in response to the first party are forwarded to the first messaging service for sending to the first party.

47. The session router of claim 43 further comprising:

A second messaging system gateway means for communicating with a second messaging service, wherein the messaging communications from the second party is received at the first messaging response system from a second messaging service coupled to the service provider system and messaging communications from the second station in response to the second party are forwarded to the second messaging service for sending to the second party.

48. The session router of claim 34 wherein the session router acts to interface to a human-operated messaging station and to an automatic messaging station for automatically handling messaging communications.

49. The session router of claim 34 wherein the routing associating means acts to eliminate the first routing association wherein subsequent messaging communications from the first party are prevented from being sent to the first messaging station.

50. The session router of claim 49 wherein the routing association means acts to eliminate the first routing association responsive to instructions from at least one of:

the first party, the first messaging station, a second messaging station, the first messaging response system, a third messaging station of the first messaging response system and a third party associated with the first messaging response system.

51. The session router of claim 34 wherein the routing association means acts to establish a second routing association associating the first party with a second messaging station, wherein messaging communications from the first party are sent to the second messaging station.

52. The session router of claim 51 wherein the routing association means acts to establish a second routing association associating the first party with a second messaging station responsive to instructions from at least one of:

the first party, the first messaging station, the second messaging station, the first messaging response system, a third messaging station of the first messaging response system and a third party associated with the first messaging response system.

53. The session router of claim 51 wherein the routing association means acts to eliminate the first routing association wherein subsequent messaging communications from the first party are prevented from being sent to the first messaging station.

54. The session router of claim 53 wherein the routing association means acts to eliminate the first routing association responsive to instructions from at least one of:

the first party, the first messaging station, the second messaging station, the first messaging response system, a third messaging station of the first messaging response system and a third party associated with the first messaging response system.

55. The session router of claim 34 wherein the routing association means acts to change the first routing association to associate the first party with a second messaging station, wherein subsequent messaging communications from the first party are prevented from being sent to the first messaging station and are instead sent to the second messaging station.

56. The session router of claim 55 wherein the routing association means acts to change the first routing association to associate the first party with a second messaging station responsive to instructions from at least one of:

the first party, the first messaging station, the second messaging station, the first messaging response system, a third messaging station of the first messaging response system and a third party associated with the first messaging response system.

57. The session router of claim 34 wherein the session router acts to store, in relation to a communications session involving messaging communications between the first party and the first messaging response system, session information including at least one of:

an identifier associated with the first party, state information related to the communications session with the first party, degree of progress through a programmatic sequence of steps performed by the first messaging response system, copies of at least portions of messaging communications, information obtained from the party, information requested by the party, information pertaining to the party, information obtained from a database responsive to communications with the party, information pertaining to the first messaging station, and pointers, links, handles, indices and other references to places where additional data may be obtained.

58. The session router of claim 57, wherein the session router further acts to associate a second messaging station with the first party, wherein messaging communications from the first party are sent to the second messaging station and wherein the second messaging station may access session information stored by the first messaging station.

59. The session router of claim 34, wherein the session router further acts in:

associating a second messaging station with the first party, wherein messaging communications from the first party are sent to the second messaging station; and

conveying, from the first messaging station to the second messaging station, session information pertaining to a communications session involving messaging communications between the first party and the first messaging response system, the session information including at least one of;

an identifier associated with the first party, state information related to the communications session with the first party, degree of progress through a programmatic sequence of steps performed by the first messaging response system, copies of at least portions of messaging communications, information obtained from the party, information requested by the party, information pertaining to the party, information obtained from a database responsive to communications with the party, information pertaining to the first messaging station, and a reference to a place where data may be obtained.

60. The session router of claim 34, wherein the session router further acts in:

associating a second messaging response system, wherein messaging communications from the first party are sent to the second messaging response system; and

conveying, from the first messaging response system to the second messaging response system, session information pertaining to a communications session involving messaging communications between the first party and the first messaging response system, the session information including at least one of;

an identifier associated with the first party, state information related to the communications session with the first party, degree of progress through a programmatic sequence of steps performed by the first messaging response system, copies of at least portions of messaging communications, information obtained from the party, information requested by the party, information pertaining to the party, information obtained from a database responsive to communications with the party, information pertaining to the first messaging station, and a reference to a place where data may be obtained.

81. The service providing system of claim 53 further comprising a messaging service associating means for associating the first party with a first messaging service wherein communications from the service providing system to the first party are routed to the first messaging service.

82. The service providing system of claim 81 wherein the messaging service associating means acts for associating a second party with a second messaging service wherein communications from the service providing system to the second party are routed to the second messaging service.

61. A session router for managing instant messaging communications to a plurality of instant messaging stations, the session router comprising:

means for receiving an instant messaging communication from a first messaging party;

means for associating a first instant messaging station with a first instant messaging party wherein instant messaging communications received from the first instant messaging party are directed to the instant messaging station.

66. The service providing system of claim 61 wherein the first messaging communications are addressed to the service providing system using a first identifier associated with the service providing system.

67. The service providing system of claim 66 wherein the session router means acts to selectively route second messaging communications from a second party to a second messaging station.

68. The service providing system of claim 67 wherein the second messaging communications from the second party are addressed to the service providing system using the same first identifier by which the first messaging communications are addressed to the service providing system.

69. The service providing system of claim 61 further comprising:

routing association means to associate the first party with the first messaging station wherein communications from the first party are selectively routed to at least the first messaging station.

70. The service providing system of claim 61 further comprising:

a communications network control interface means for coupling the service providing system to a communications network wherein the communications network establishes communications responsive to control communications with the service providing system via the communications network control interface.

71. The service providing system of claim 70 wherein the establishment of communications is responsive to at least one of:

communications between the first party and the service providing system and a determination from a messaging station as to whether the first party is to engage in communications through the communications network.

72. The service providing system of claim 70 wherein the control communications with the service providing system via the communications network control interface cause the establishment of a telephone connection.

73. The service providing system of claim 70 wherein the communications network comprises at least one of:

a telephone network, a private branch exchange, a virtual private network and a wireless communications network.

62. A service providing system for providing service to a first party via messaging communications with the first party, the service providing system comprising:

a messaging communications interface means for communicating via messaging communications, wherein first messaging communications from the first party are received by the service providing system;

a first messaging station for performing a service responsive to messaging communications received from the first party; and

a session router means for selectively directing the first messaging communications from the first party to the first messaging station.

63. The system of claim 62 further comprising a billing system interface for communicating, with a billing system, information about usage of the service providing system by the first party.

64. The system of claim 62 further comprising a billing function for determining billable usage of the service providing system by the first party.

65. The system of claim 62 further comprising:

means for determining whether payment can be obtained for usage charges pertaining to the billable usage, wherein the performing the service is selectively performed responsive at least to whether payment can be obtained for the usage charges.

74. The service providing system of claim 62 wherein the communications network comprises a packet telephony gateway.

75. The service providing system of claim 74 wherein the communications network control interface is communicably coupled to the packet telephony gateway.

76. The service providing system of claim 75 wherein the packet telephony gateway is coupled to a telephone network and acts to establish a telephone connection involving the telephone network responsive to communications with the service providing system via the communications network control interface.

77. The service providing system of claim 75 wherein the packet telephony gateway is coupled to a data transport network and acts to establish a packet data stream involving the data transport network responsive to communications with the service providing system via the communications network control interface.

78. The service providing system of claim 75 wherein the packet telephony gateway is coupled to a data transport network and is operable, responsive to communications with the service providing system via the communications network control interface, to establish communications with a messaging service.

79. The service providing system of claim 75 wherein the packet telephony gateway is operable, responsive at least to communications with the service providing system via the communications network control interface, to establish communications with an instant communications client used by the first party.

80. The service providing system of claim 75 wherein the packet telephony gateway is operable, responsive at least to communications with the service providing system via the communications network control interface, to establish communications with a media translator for communicating with an instant communications client used by the first party and for performing at least one of:

receiving textual information from the first party, translating the textual information into corresponding audio information, and providing corresponding audio information to the gateway, and

receiving audio information from the gateway, translating the audio information into corresponding textual information, and providing the corresponding textual information to the first party.

83. A method for providing a service to a party via instant communications, the method comprising:

establishing first communications with an instant communications client associated with the first party; and

responsive at least to the first communications, causing second communications to be established via a communications network.

84. The method of claim 83 further comprising:

indicating, to a billing system, activity pertaining to the causing the second communications to be established.

85. The method of claim 83 further comprising:

determining billable usage of the system related to the causing the second communications to be established.

86. The method of claim 85 further comprising:

determining whether payment can be obtained for usage charges pertaining to the billable usage; and

selectively performing the causing the second communications to be established responsive at least to whether payment can be obtained for the usage charges.

87. The method of claim 83 wherein said second communications comprises a voice-over-packet communications session.

88. The method of claim 83 wherein said second communications comprises communications between the first party and a second party via the communications network.

89. The method of claim 83 wherein said second communications comprises communications between the instant communications client associated with the first party and a second party via the communications network.

90. The method of claim 83 wherein said second communications is established responsive to indication in the first communications that the first party desires to establish the second communications.

91. The method of claim 83 wherein the communications network comprises a gateway.

92. The method of claim 91 wherein the second communications comprises establishing communications through the gateway.

93. The method of claim 91 wherein the gateway establishes a telephony connection responsive to the first communications.

94. The method of claim 91 wherein the gateway acts to establish communications with a second party coupled to the gateway via telephone connection.

95. The method of claim 91 wherein the gateway acts to establish communications with the instant communications client associated with the first party.

96. The method of claim 91 wherein the gateway acts to establish communications responsive to indication in the first communications that the first party desires to establish the second communications.

97. The method of claim 91 wherein said second communications comprises communications between the instant communications client and an intelligent media translator performing at least one of:

receiving textual information from the first party, translating the textual information into corresponding audio information, and providing corresponding audio information to the gateway, and

receiving audio information from the gateway, translating the audio information into corresponding textual information, and providing the corresponding textual information to the first party.

99. The method of claim 91 wherein the gateway acts to establish communications with a intelligent media translator for performing at least one of:

receiving textual information from the first party, translating the textual information into corresponding audio information, and providing corresponding audio information to the gateway, and

receiving audio information from the gateway, translating the audio information into corresponding textual information, and providing the corresponding textual information to the first party.

100. The method of claim 99 further comprising:

indicating, to a billing system, activity pertaining to the engaging the intelligent media information translator.

101. The method of claim 91 further comprising:

communicating to the gateway contact information corresponding to the instant communications client, wherein the gateway acts to establish communications selectively with the instant communications client responsive to the contact information.

102. The method of claim 83 wherein said second communications comprises establishing voice communications between the instant communications client and a second party.

103. The method of claim 102 further comprising:

indicating, to a billing system, activity pertaining to the establishing voice communications between the instant communications client and a second party.

104. The method of claim 102 wherein the second party is coupled to the communications network using a packet telephony client.

105. The method of claim 102 wherein said voice communications comprises a voice-over-packet communications session.

106. The method of claim 83 wherein said second communications comprises establishing communications between a second party and an intelligent media translator for performing at least one of:

receiving textual information from the first party, translating the textual information into corresponding audio information, and providing corresponding audio information to the second party, and

receiving audio information from the second party, translating the audio information into corresponding textual information, and providing the corresponding textual information to the first party.

107. The method of claim 105 further comprising:

indicating, to a billing system, activity pertaining to the engaging the intelligent media translator.

108. A service providing system for providing service to a first party via messaging communications with the first party, the first party being coupled to a messaging system, the service providing system comprising:

a messaging system interface means for communicating with the messaging system, wherein first messaging communications from the first party are received by the service providing system;

a first messaging station for performing an action responsive to messaging communications received from the first party; and

a communications network control interface means for coupling the service providing system to a communications network wherein the service providing system causes the communications network to establish communications.

109. The service providing system of claim 108 further comprising a billing system interface for communicating, with a billing system, information about usage of the communication system by at least one of the first party and the second party.

110. The service providing system of claim 108 further comprising a billing function for determining billable usage of the communication system related to communications between the first party and the second party.

111. The service providing system of claim 110 further comprising:

means for determining whether payment can be obtained for usage charges pertaining to the billable usage, wherein the establishing communications between the telephone and the instant communications client is selectively performed responsive at least to whether payment can be obtained for the usage charges.

112. The service providing system of claim 108 wherein said causing the communications network to establish communications is responsive at least to the first messaging communications.

113. The service providing system of claim 108 wherein said causing the communications network to establish communications is responsive to the messaging station determining whether communications should be established responsive at least to the first messaging communications.

114. A computer-readable medium comprising instructions which, when executed by a processor, cause a communication system to perform a method for managing messaging communications among a plurality of parties and a messaging response system, the message response system comprising a plurality of messaging stations, the method comprising:

receiving first messaging communications at the messaging response system;

identifying a first party as having originated first messaging communications; and

selectively routing the first messaging communications to a particular first messaging station based upon the identity of the first party.

115. The computer-readable medium of claim 114 wherein the method further comprises:

maintaining a first routing association involving the identity of the first party and the first messaging station, wherein the routing association represents that messaging communications from the first party are to be routed to the first messaging station.

116. The computer-readable medium of claim 115 wherein the first routing association acts by associating the first messaging station with a first party identifier from the group including:

a screen name by which the first party is known in an instant messaging system, a network address for an instant communications client used by the first party, an account name, an account number, and a user name by which the first party is known to the messaging response system.

117. The computer-readable medium of claim 114 wherein the method further comprises:

establishing a first routing association between the first party and a first messaging station,

wherein the establishment of the first routing association is performed upon the receiving of the first messaging communications from the first party by the messaging response system.

118. The computer-readable medium of claim 117 wherein the first routing association indicates the first messaging station being associated with a first party identifier from the group including:

a screen name by which the first party is known in an instant messaging system, a network address for an instant communications client used by the first party, an account name, an account number, a user name by which the first party is known to the messaging response system.

119. The computer-readable medium of claim 117 wherein the method further comprises:

selecting the first messaging station to be associated with the first party responsive to at least one of;

availability of the first messaging station, activity level of the first messaging station, suitability of the first messaging station to communicate with the first party, resources available to the first messaging station, capabilities of the first messaging station, prearranged association of the first messaging station with the first party, and an attribute of the first party meeting criteria to be handled by the first messaging station.

120. The computer-readable medium of claim 114 wherein the first party addresses the messaging communications to the messaging response system using a first identifier associated with the messaging response system.

121. The computer-readable medium of claim 120 wherein the first identifier is a screen name used as an identifier in a public instant messaging service.

122. The computer-readable medium of claim 120 wherein the method further comprises:

routing a second messaging communications from the first messaging station to the first party, wherein a sender identifier associated with the second messaging communications and indicated to the first party as the source of the second messaging communications is the same as the first identifier associated with the messaging response system.

123. The computer-readable medium of claim 120 wherein the method further comprises:

receiving, at the messaging response system, second messaging communications from a second party;

establishing a second routing association between the second party and a second messaging station; and

responsive to the second routing association, routing the second messaging communications from the second party to the second messaging station.

124. The computer-readable medium of claim 123 wherein the second party addresses the second messaging communications to the messaging response system using the first identifier associated with the messaging response system.

125. The computer-readable medium of claim 124 wherein messaging communications received by the second party from the second messaging station system sender name is the same as the first identifier associated with the messaging response system.

126. The computer-readable medium of claim 123 wherein the messaging communications from the first party is received at the messaging response system from a first messaging service and messaging communications from the first station in response to the first party are forwarded to the first messaging service for sending to the first party.

127. The computer-readable medium of claim 126 wherein the messaging communications from the second party is received at the messaging response system from a second messaging service coupled to the service provider system and messaging communications from the second station in response to the second party are forwarded to the second messaging service for sending to the second party.

128. The computer-readable medium of claim 114 wherein the messaging response system includes a human-operated messaging station and a automatic messaging station for automatically handling messaging communications.

129. The computer-readable medium of claim 114 wherein the method further comprises the step of:

eliminating the first routing association wherein subsequent messaging communications from the first party are prevented from being sent to the first messaging station.

130. The computer-readable medium of claim 129 wherein said eliminating the first routing association is responsive to instructions from at least one of:

the first party, the first messaging station, a second messaging station and the messaging response system.

131. The computer-readable medium of claim 115 wherein the method further comprises the step of:

establishing a second routing association associating the first party with a second messaging station, wherein messaging communications from the first party are sent to the second messaging station.

132. The computer-readable medium of claim 131 wherein said establishing the second routing association is responsive to instructions from at least one of:

the first party, the first messaging station, the second messaging station and the messaging response system.

133. The computer-readable medium of claim 131 wherein the method further comprises the step of:

eliminating the first routing association wherein subsequent messaging communications from the first party are prevented from being sent to the first messaging station.

134. The computer-readable medium of claim 133 wherein the eliminating the first routing association is responsive to instructions from at least one of:

the first party, the first messaging station, the second messaging station and the messaging response system.

135. The computer-readable medium of claim 115 wherein the method further comprises the step of:

changing the first routing association to associate the first party with a second messaging station, wherein subsequent messaging communications from the first party are prevented from being sent to the first messaging station and are instead sent to the second messaging station.

136. The computer-readable medium of claim 135 wherein said changing the first routing association is responsive to instructions from one of the first party, the first messaging station, the second messaging station and the messaging response system.

137. The computer-readable medium of claim 114 wherein the method further comprises:

in relation to a communications session involving messaging communications between the first party and the messaging response system, storing session information including at least one of;

an identifier associated with the first party, state information related to the communications session with the first party, degree of progress through a programmatic sequence of steps performed by the messaging response system,

copies of at least portions of messaging communications, information obtained from the party, information requested by the party, information pertaining to the party, information obtained from a database responsive to communications with the party, information pertaining to the first messaging station, and pointers, links, handles, indices and other references to places where additional data may be obtained.

138. The computer-readable medium of claim 137 wherein the method further comprises the steps of:

associating a second messaging station with the first party, wherein messaging communications from the first party are sent to the second messaging station; and

accessing, by the second messaging station, session information stored by the first messaging station.

139. The computer-readable medium of claim 114 wherein the method further comprises the steps of:

associating a second messaging station with the first party, wherein messaging communications from the first party are sent to the second messaging station; and

conveying, from the first messaging station to the second messaging station, session information pertaining to a communications session involving messaging communications between the first party and the messaging response system, the session information including at least one of;

an identifier associated with the first party, state information related to the communications session with the first party, degree of progress through a programmatic sequence of steps performed by the messaging response system, copies of at least portions of messaging communications, information obtained from the party, information requested by the party, information pertaining to the party, information obtained from a database responsive to communications with the party, information pertaining to the first messaging station, and a reference to a place where data may be obtained.

140. The computer-readable medium of claim 114 wherein the method further comprises:

indicating, to a billing system, activity pertaining to the selectively routing of the first messaging communications to the first messaging station.

141. A computer-readable medium comprising instructions which, when executed by a processor, cause a service providing system to perform a method for providing service to a party via messaging communications, the first party using an instant communications client, the method comprising the steps of:

establishing first communications with an instant communications client associated with the first party; and

responsive at least to the first communications, causing second communications to be established via a communications network.

142. The computer-readable medium of claim 141 wherein said second communications established via the communications network comprises a voice-over-packet communications session.

143. The computer-readable medium of claim 141 wherein said second communications established via the communications network comprises communications between the first party and a second party via the communications network.

144. The computer-readable medium of claim 141 wherein said second communications established via the communications network comprises communications between the instant communications client used by the first party and a second party via the communications network.

145. The computer-readable medium of claim 141 wherein said second communications established via the communications network is responsive to the first party indicating to the service providing system a desire to establish communications.

146. The computer-readable medium of claim 141 wherein the communications network comprises a gateway.

147. The computer-readable medium of claim 146 wherein said causing second communications to be established via the communications network comprises establishing communications through the gateway.

148. The computer-readable medium of claim 146 wherein the service providing system is operably coupled to the gateway.

149. The computer-readable medium of claim 146 wherein the gateway establishes a telephony connection responsive to the messaging communications.

150. The computer-readable medium of claim 146 wherein the gateway acts to establish communications with a second party coupled to the gateway via telephone connection.

151. The computer-readable medium of claim 146 wherein the gateway acts to establish communications with the instant communications client.

152. The computer-readable medium of claim 151 wherein the gateway acts to establish communications responsive to the first party indicating to the service providing system a desire to establish communications.

153. The computer-readable medium of claim 146 wherein said second communications established via said communications network comprises communications between the instant communications client and an intelligent media translator for performing at least one of:

receiving textual information from the first party, translating the textual information into corresponding audio information, and providing corresponding audio information to the gateway; and

receiving audio information from the gateway, translating the audio information into corresponding textual information, and provide the corresponding textual information to the first party.

154. The computer-readable medium of claim 146 wherein the gateway acts to establish communications with a intelligent media translator for performing at least one of:

receiving textual information from the first party, translating the textual information into corresponding audio information, and providing corresponding audio information to the gateway; and

receiving audio information from the gateway, translating the audio information into corresponding textual information, and provide the corresponding textual information to the first party.

155. The computer-readable medium of claim 146 wherein the service providing system communicates to the gateway contact information corresponding to the instant communications client and the gateway acts to establish communications selectively with the instant communications client responsive to the contact information.

156. The computer-readable medium of claim 141 wherein said causing second communications to be established via the communications network comprises establishing voice communications between the real-time client and a second party.

157. The computer-readable medium of claim 156 wherein the second party is coupled to the communications network using an internet-protocol telephony client.

158. The computer-readable medium of claim 156 wherein said voice communications comprises a voice-over-packet communications session.

159. The computer-readable medium of claim 141 wherein said second communications established via said network comprises establishing communications between a second party and a intelligent media translator being for performing at least one of:

receiving textual information from the first party, translating the textual information into corresponding audio information, and providing corresponding audio information to the second party; and

receiving audio information from the second party, translating the audio information into corresponding textual information, and providing the corresponding textual information to the first party.

160. The computer-readable medium of claim 141 wherein the method further comprises:

indicating, to a billing system, activity pertaining to the causing the second communications to be established.

161. The computer-readable medium of claim 141 wherein the method further comprises:

determining billable usage of the system related to the causing the second communications to be established.

162. The computer-readable medium of claim 161 wherein the method further comprises:

determining whether payment can be obtained for usage charges pertaining to the billable usage; and

selectively performing the causing the second communications to be established responsive at least to whether payment can be obtained for the usage charges.

163. A system for providing a service to a party via instant communications, the system comprising:

means for establishing first communications with an instant communications client associated with the first party; and

means for causing, responsive at least to the first communications, second communications to be established via a communications network.

164. The system of claim 163 wherein said means for causing second communications to be established comprises means for establishing a voice-over-packet communications session.

165. The system of claim 163 wherein said means for causing second communications to be established comprises means for establishing communications between the first party and a second party via the communications network.

166. The system of claim 163 wherein said means for causing second communications to be established comprises means for establishing communications between the instant communications client associated with the first party and a second party via the communications network.

167. The system of claim 163 wherein said second communications is established responsive to indication in the first communications that the first party desires to establish the second communications.

168. The system of claim 163 wherein the communications network comprises a gateway.

169. The system of claim 168 wherein said second communications comprises establishing communications through the gateway.

170. The system of claim 168 wherein said means for causing second communications to be established comprises means for causing the gateway to establish a telephony connection responsive to the first communications.

171. The system of claim 168 wherein the gateway acts to establish communications with a second party coupled to the gateway via telephone connection.

172. The system of claim 168 wherein the gateway acts to establish communications with the instant communications client associated with the first party.

173. The system of claim 168 wherein the gateway acts to establish communications responsive to indication in the first communications that the first party desires to establish the second communications.

174. The system of claim 168 wherein said means for causing second communications to be established comprises means for establishing communications between the instant communications client and an intelligent media translator performing at least one of:

receiving textual information from the first party, translating the textual information into corresponding audio information, and providing corresponding audio information to the gateway; and

receiving audio information from the gateway, translating the audio information into corresponding textual information, and providing the corresponding textual information to the first party.

175. The system of claim 168 wherein the gateway acts to establish communications with a intelligent media translator for performing at least one of:

receiving textual information from the first party, translating the textual information into corresponding audio information, and providing corresponding audio information to the gateway; and

receiving audio information from the gateway, translating the audio information into corresponding textual information, and providing the corresponding textual information to the first party.

176. The system of claim 168 further comprising:

means for communicating to the gateway contact information corresponding to the instant communications client, wherein the gateway acts to establish communications selectively with the instant communications client responsive to the contact information.

177. The system of claim 163 wherein said means for causing second communications to be established comprises means for establishing voice communications between the instant communications client and a second party.

178. The system of claim 177 wherein the second party is coupled to the communications network using an internet-protocol telephony client.

179. The system of claim 177 wherein said voice communications comprises a voice-over-packet communications session.

180. The system of claim 163 wherein said means for causing second communications to be established comprises measn for establishing communications between a second party and an intelligent media translator for performing at least one of:

receiving textual information from the first party, translating the textual information into corresponding audio information, and providing corresponding audio information to the second party; and

receiving audio information from the second party, translating the audio information into corresponding textual information, and providing the corresponding textual information to the first party.

181. In a service providing system, a method of providing service to a first party via messaging communications comprising the steps of:

at the service providing platform, receiving a first messaging communication from the first party, wherein the first messaging communication is addressed to an instant communications screen name associated with the service providing system; and

responsive at least to the receiving the first messaging communication from the first party, establishing a communications session wherein at least one participant communicates without having to compose discrete messages.

183. A method of providing a service to a party, comprising the steps of:

providing a user interface element which may be activated by the party; and

responsive to the activating of the user interface element, effecting instant communications between the party and a messaging response system via a first communications session,

wherein, responsive to the instant communications, the messaging response system establishes a second communications session wherein at least one participant communicates without having to compose discrete messages.

184. The method of claim 183 wherein the second communications session involves the party.

185. The method of claim 183 wherein the discrete messages are instant messaging communications.