Instant messaging to service bureau

• US 20040189698A1
• Filed: 03/26/2003
• Published: 09/30/2004
• Est. Priority Date: 03/26/2003
• Status: Abandoned Application

• Current Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: Bokish, Bruce
• Application Number:
  US10/397,400
• Publication Number:
  US 20040189698A1
• Time in Patent Office: Days
• US Class Current: 715/751
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service

Abstract

The present invention relates to facilitating instant messaging with an information service bureau, such as an operator or information service bureau or customer support center that has multiple information agents capable of responding to instant messages sent to a common address associated with the information service bureau. The incoming instant messages are received from users at a central location and routed to an appropriate information agent, preferably after being queued and upon an information agent becoming available. Any necessary address translation to forward the instant message to the appropriate information agent is provided at the central location. Responses to the instant message can be sent back through the central location or directly to the user; however, the instant message responses are either created or modified such that they appear to the user as coming from the central address, and not from the address of the particular servicing information agent.

Claims

1. A method facilitating instant messaging with an information service bureau having a plurality of information agents, the method comprising:

a) receiving first instant messages directed to a common address from a plurality of users, the common address to be used by the plurality of users seeking information from the information service bureau; and

b) routing the first instant messages to selected information agents.

2. The method of claim 1 further comprising:

a) placing the first instant messages in a queue;

b) determining when ones of the information agents become available; and

c) sending the first instant messages to selected ones of the information agents as they become available.

3. The method of claim 2 wherein the plurality of users are associated with a plurality of priority levels and each of the first instant messages is placed in the queue based on a corresponding one of the plurality of priority levels.

4. The method of claim 1 wherein for at least one of the first instant messages, further comprising identifying a desired one of the plurality of information agents from the one of the first instant messages and routing the one of the first instant messages to the desired one of the plurality of information agents.

5. The method of claim 1 wherein for at least one of the first instant messages, further comprising determining a type of information being sought from the one of the first instant messages and routing the one of the first instant messages to one of the plurality of information agents, which is capable of providing the type of information being sought.

6. The method of claim 1 further comprising for each of the first instant messages:

a) creating a session associated with a corresponding user, which is one of the plurality of users, wherein the first instant message was routed to a select information agent, which is one of the plurality of information agents;

b) receiving subsequent messages directed to the common address from the user;

c) associating the subsequent messages with the session; and

d) routing the subsequent messages to the select information agent.

7. The method of claim 6 wherein when each of the first instant messages are queued prior to being routed to the select information agent, the subsequent messages are routed to the select information agent without being queued.

8. The method of claim 6 further comprising terminating the session, wherein after the session is terminated, a subsequent message from the user triggers creation of a new session.

9. The method of claim 8 wherein the session is terminated after a defined period of time.

10. The method of claim 8 further comprising receiving a terminate session message from the select information agent, wherein the session is terminated upon receiving the terminate session message.

11. The method of claim 1 further comprising modifying the addressing of the first instant messages to facilitate routing of the first instant messages to the plurality of information agents using instant messaging.

12. The method of claim 1 further comprising receiving second messages from the information agents in response to the first messages and sending the second messages to the respective plurality of users.

13. The method of claim 1 wherein second instant messages to the respective plurality of users from the information agents in response to the first messages are sent directly to the plurality of users using instant messaging.

14. The method of claim 13 wherein subsequent instant messages sent from the plurality of users after the first instant messages are sent directly to the information agents.

15. The method of claim 13 further comprising:

a) receiving subsequent messages directed to the common address from the plurality of users; and

b) routing the subsequent messages to the information agents.

16. The method of claim 1 further comprising sending objects to the plurality of users, each object adapted to modify messages received from the information agents to appear as if they were sent from the common address.

17. A system facilitating instant messaging with an information service bureau having a plurality of information agents, the method comprising:

a) at least one interface facilitating instant messaging; and

b) at least one control system associated with the at least one interface and adapted to;

i) receive first instant messages directed to a common address from a plurality of users, the common address to be used by the plurality of users seeking information from the information service bureau; and

ii) route the first instant messages to selected information agents.

18. The system of claim 17 wherein the at least one control system is adapted to:

a) place the first instant messages in a queue;

b) determine when ones of the information agents become available; and

c) send the first instant messages to selected ones of the information agents as they become available.

19. The system of claim 18 wherein the plurality of users are associated with a plurality of priority levels and each of the first instant messages is placed in the queue based on a corresponding one of the plurality of priority levels.

20. The system of claim 17 wherein for at least one of the first instant messages, the at least one control system is adapted to identify a desired one of the plurality of information agents from the one of the first instant messages and route the one of the first instant messages to the desired one of the plurality of information agents.

21. The system of claim 17 wherein for at least one of the first instant messages, the at least one control system is adapted to determine a type of information being sought from the one of the first instant messages and route the one of the first instant messages to one of the plurality of information agents, which is capable of providing the type of information being sought.

22. The system of claim 17 wherein for each of the first instant messages, the at least one control system is adapted to:

a) create a session associated with a corresponding user, which is one of the plurality of users, wherein the first instant message was routed to a select information agent, which is one of the plurality of information agents;

b) receive subsequent messages directed to the common address from the user;

c) associate the subsequent messages with the session; and

d) route the subsequent messages to the select information agent.

23. The system of claim 22 wherein when each of the first instant messages are queued prior to being routing to the select information agent, the subsequent messages are routed to the select information agent without being queued.

24. The system of claim 22 wherein the at least one control system is adapted to terminate the session, such that after the session is terminated, a subsequent message from the user triggers creation of a new session.

25. The system of claim 24 wherein the session is terminated after a defined period of time.

26. The system of claim 24 wherein the at least one control system is adapted to receive a terminate session message from the select information agent, such that the session is terminated upon receiving the terminate session message.

27. The system.of claim 17 wherein the at least one control system is adapted to modify the addressing of the first instant messages to facilitate routing of the first instant messages to the plurality of information agents using instant messaging.

28. The system of claim 17 wherein the at least one control system is adapted to receive second messages from the information agents in response to the first messages and send the second messages to the respective plurality of users.

29. The system of claim 17 wherein second instant messages to the respective plurality of users from the information agents in response to the first messages are sent directly to the plurality of users using instant messaging.

30. The system of claim 29 wherein subsequent instant messages sent from the plurality of users after the first instant messages are sent directly to the information agents.

31. The system of claim 29 wherein the at least one control system is adapted to:

a) receive subsequent messages directed to the common address from the plurality of users; and

b) route the subsequent messages to the information agents.

32. The system of claim 17 wherein the at least one control system is adapted to send objects to the plurality of users, each object adapted to modify messages received from the information agents to appear as if they were sent from the common address.