Call treatment in a communications system based on instant messaging

• US 20050141687A1
• Filed: 10/12/2004
• Published: 06/30/2005
• Est. Priority Date: 12/31/2003
• Status: Abandoned Application

• Current Assignee: Alcatel SA (Nokia Corporation)
• Original Assignee: Alcatel SA (Nokia Corporation)
• Inventors: Ozugur, Timucin, Wengrovitz, Michael S.
• Application Number:
  US10/962,773
• Publication Number:
  US 20050141687A1
• Time in Patent Office: Days
• US Class Current: 379/201.20
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308
• CPC Class Codes: H04M 3/60 Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator

Abstract

An IM-based call treatment (IMBCT) system and method in a communications network environment. Upon establishing presence awareness among a plurality of networked entities, a call treatment profile having a number of treatment options is provided for a particular networked party based on presence information. When an incoming communication request intended for the particular networked party is received and that particular networked party is unavailable, a IMBCT functionality is operable to forward an IM that includes call treatment options to the calling party. Upon selection of a specific treatment option by the calling party, a treatment is provided relative to the communication request responsive to the selection.

Claims

1. A routing method based on call treatment options provided in a communications network environment, comprising:

establishing presence awareness among a plurality of networked parties, wherein each party is provided with a first communication device operably coupled to a first network and with a second communication device operably coupled to a second network, said second network operating to facilitate communication of presence information relating to said networked parties;

providing a call treatment profile with respect to an incoming communication request for a particular networked party based on said presence information;

upon receiving a communication request from an originating party over said first network, wherein said communication request is intended to be directed to said particular networked party, generating an instant message to said originating party that includes at least a portion of said call treatment profile;

generating a response by said originating party that is responsive to said instant message; and

providing a treatment relative to said communication request based on said response.

2. The routing method based on call treatment options provided in a communications network environment as recited in claim 1, wherein said response by said originating party includes providing a reply instant message by said originating party to said particular networked party, said reply instant message comprising a selected call routing option relative to said communication request.

3. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said selected call routing option relative to said communication request is comprised of forwarding said communication request to a selected contact included as part of said call treatment profile.

4. The routing method based on call treatment options provided in a communications network environment as recited in claim 3, further comprising the operation of generating a instant message to said selected contact that said communication request is being forwarded thereto.

5. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said first network comprises a network selected from the group consisting of a Private Branch Exchange (PBX) network, a Public Switched Telephone Network (PSTN) and an Internet Protocol (IP)-based network.

6. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said first communication device comprises a device selected from the group consisting of wireline telephones, wireless telephones, PBX digital phones, video phones, text messaging devices, and Voice-over-IP (VoIP) phones.

7. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said second network comprises a Internet Protocol (IP)-based network.

8. The routing method based on call treatment options provided in a communications network environment as recited in claim 7, wherein said IP-based network comprises a local area network operable with a protocol selected from the group consisting of Session Initiation Protocol (SIP), Extensible Messaging and Presence Protocol (XMPP) and IBM Sametime protocol.

9. The routing method based on call treatment options provided in a communications network environment as recited in claim 7, wherein said IP-based network comprises a wide area network operable with a protocol selected from the group consisting of Session Initiation Protocol (SIP), Extensible Messaging and Presence Protocol (XMPP) and IBM Sametime protocol.

10. The routing method based on call treatment options provided in a communications network environment as recited in claim 7, wherein said IP-based network comprises an enterprise intranet network operable with a protocol selected from the group consisting of Session Initiation Protocol (SIP), Extensible Messaging and Presence Protocol (XMPP) and IBM Sametime protocol.

11. The routing method based on call treatment options provided in a communications network environment as recited in claim 7, wherein said IP-based network comprises a public packet-switched network operable with a protocol selected from the group consisting of Session Initiation Protocol (SIP), Extensible Messaging and Presence Protocol (XMPP) and IBM Sametime protocol.

12. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said communication request is related to at least one of voice communication, video communication, data communication, text message communication, electronic mail communication, and multimedia communication.

13. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said call treatment profile includes an option for recording a voice message by said originating party.

14. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said call treatment profile is based on contents of said communication request.

15. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said call treatment profile is based on date stamp of said communication request.

16. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said call treatment profile is based on time stamp of said communication request.

17. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said call treatment profile is based on identity of said originating party.

18. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said call treatment profile is dynamically configurable.

19. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said call treatment profile is established automatically.

20. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said call treatment profile is established manually.

21. The routing method based on call treatment options provided in a communications network environment as recited in claim 2, wherein said call treatment profile is updated periodically.

22. A routing system based on call treatment options provided in a communications network environment, comprising:

means for establishing presence awareness among a plurality of networked parties, wherein each party is provided with a first communication device operably coupled to a first network and with a second communication device operably coupled to a second network, said second network operating to facilitate communication of presence information relating to said networked parties;

database and logic structure means for supporting a call treatment profile for a particular networked party based on said presence information, wherein said call treatment profile includes a list of contacts selected from at least a portion of remaining networked parties;

means for generating an instant message to an originating party that includes at least a portion of said call treatment profile upon receiving a communication request from said originating party over said first network, wherein said communication request is intended to be directed to said particular networked party; and

means for providing a treatment relative to said communication request based on a reply response generated by said originating party.

23. The routing system based on call treatment options provided in a communications network environment as recited in claim 22, wherein said reply response generated by said originating party includes a reply instant message by said originating party to said particular networked party, said reply instant message comprising a selected call routing option relative to said communication request.

24. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said selected call routing option relative to said communication request is comprised of forwarding said communication request to a selected contact included as part of said call treatment profile.

25. The routing system based on call treatment options provided in a communications network environment as recited in claim 24, further comprising means for generating a instant message to said selected contact that said communication request is being forwarded thereto.

26. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said first network comprises a network selected from the group consisting of a Private Branch Exchange (PBX) network, a Public Switched Telephone Network (PSTN) and an Internet Protocol (IP)-based network.

27. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said first communication device comprises a device selected from the group consisting of wireline telephones, wireless telephones, PBX digital phones, video phones, text messaging devices, and Voice-over-IP (VoIP) phones.

28. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said second network comprises a Internet Protocol (IP)-based network.

29. The routing system based on call treatment options provided in a communications network environment as recited in claim 28, wherein said IP-based network comprises a local area network operable with a protocol selected from the group consisting of Session Initiation Protocol (SIP), Extensible Messaging and Presence Protocol (XMPP) and IBM Sametime protocol.

30. The routing system based on call treatment options provided in a communications network environment as recited in claim 28, wherein said IP-based network comprises a wide area network operable with a protocol selected from the group consisting of Session Initiation Protocol (SIP), Extensible Messaging and Presence Protocol (XMPP) and IBM Sametime protocol.

31. The routing system based on call treatment options provided in a communications network environment as recited in claim 28, wherein said IP-based network comprises an enterprise intranet network operable with a protocol selected from the group consisting of Session Initiation Protocol (SIP), Extensible Messaging and Presence Protocol (XMPP) and IBM Sametime protocol.

32. The routing system based on call treatment options provided in a communications network environment as recited in claim 28, wherein said IP-based network comprises a public packet-switched network operable with a protocol selected from the group consisting of Session Initiation Protocol (SIP), Extensible Messaging and Presence Protocol (XMPP) and IBM Sametime protocol.

33. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said communication request is related to at least one of voice communication, video communication, data communication, text message communication, electronic mail communication, and multimedia communication.

34. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said call treatment profile includes an option for recording a voice message by said originating party.

35. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said call treatment profile is based on contents of said communication request.

36. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said call treatment profile is based on date stamp of said communication request.

37. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said call treatment profile is based on time stamp of said communication request.

38. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said call treatment profile is based on identity of said originating party.

39. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said call treatment profile is dynamically configurable.

40. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said call treatment profile is established automatically.

41. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said call treatment profile is established manually.

42. The routing system based on call treatment options provided in a communications network environment as recited in claim 23, wherein said call treatment profile is updated periodically.

43. A system for routing calls based on treatment options provided via instant messaging, comprising:

a plurality of phones forming a phone network, wherein a select phone is provided with an instant messaging call treatment function that transmits an instant message to a caller when said select phone is set to an unavailable status, said instant message including a set of call treatment options relative to an incoming call from said caller; and

a routing manager that is operable responsive to a reply instant message generated by said caller, said reply instant message including a particular call treatment option selected by said caller, wherein a forwarding command is provided by said routing manager to a switch associated with said phone network in accordance with said particular call treatment option selected by said caller.

44. The system for routing calls based on treatment options provided via instant messaging as recited in claim 43, wherein said phone network comprises a Private Branch Exchange (PBX) network and said switch for processing said forwarding command comprises a PBX switch.

45. The system for routing calls based on treatment options provided via instant messaging as recited in claim 43, wherein said call treatment options are based at least in part upon one of said incoming call'"'"'s contents, said caller'"'"'s identity, and time and date stamping data associated with said incoming call.

46. The system for routing calls based on treatment options provided via instant messaging as recited in claim 43, wherein said call treatment options are dynamically configurable.

47. The system for routing calls based on treatment options provided via instant messaging as recited in claim 43, wherein said call treatment options are established automatically.

48. The system for routing calls based on treatment options provided via instant messaging as recited in claim 43, wherein said call treatment options are established manually.

49. The system for routing calls based on treatment options provided via instant messaging as recited in claim 43, wherein said call treatment options are updated periodically.