Messaging presence for non-messaging devices

• US 20060093125A1
• Filed: 11/02/2004
• Published: 05/04/2006
• Est. Priority Date: 11/02/2004
• Status: Abandoned Application

• Current Assignee: Rockwell Electronics Commerce Technologies LLC
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Dezonno, Anthony J.
• Application Number:
  US10/979,533
• Publication Number:
  US 20060093125A1
• Time in Patent Office: Days
• US Class Current: 379/265.03
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A method and apparatus are described that provides status information within a communication system. The method includes the steps of providing a resource list in an instant messaging registration server for a registration entity, where said resource list includes a status indicator and system address for each resource within the resource list and where at least one resource of the resource list is a synchronous device, receiving a status registration message providing the status of the synchronous device for entry into the resource list and providing the resource list to a requesting entity.

Claims

1. A method of providing status information about resources within a communication system, such method comprising:

providing a resource list in an instant messaging registration server for a registration entity, where said resource list includes a status indicator and system address for each resource within the resource list and where at least one resource of the resource list is a synchronous device;

receiving a status registration message that includes status information about the synchronous device and that is entered into the resource list;

providing the resource list that includes the received status information to a requesting entity.

2. The method of providing status information as in claim 1 further comprising a status monitoring processor monitoring the synchronous device for changes in status and sending a status change message to the instant messaging registration server when a status change is detected.

3. The method of providing status information as in claim 1 wherein the synchronous device further comprises a POTS telephone, the system address includes a telephone number and the registration entity is a human user.

4. The method of providing status information as in claim 3 wherein a resource of the resource list further comprises an instant messaging device with an instant messaging address and an instant messaging status.

5. The method of providing status information as in claim 4 further comprising detecting the registration entity missing a second call on the POTS telephone because the registration entity was busy with a first call.

6. The method of providing status information as in claim 5 further comprising an equipment messaging system retrieving the resource list using the telephone number of the POTS telephone as an index.

7. The method of providing status information as in claim 6 further comprising the equipment messaging system retrieving an instant messaging status and address from the retrieved resource list as an alternate message path.

8. The method of providing status information as in claim 7 further comprising sending an instant message to the human user notifying the user of the missed call.

9. The method of providing status information as in claim 8 wherein the instant message further comprises a telephone number of the caller of the second call.

10. The method of providing status information as in claim 9 further comprising retrieving the telephone number of the caller of the second call from ANI information delivered along with the second call.

11. The method of providing status information as in claim 1 wherein the registration entity further comprises an automatic voice response unit.

12. The method of providing status information as in claim 11 wherein the resource list further comprises identifiers and status indicators of voice channels of the automatic voice recognition unit.

13. The method of providing status information as in claim 11 wherein the requesting entity is a human supervisor of the automatic voice response unit.

14. The method of providing status information as in claim 1 wherein the status registration is an agent of an automatic call distributor signing-in at a beginning of a shift.

15. A apparatus for providing status information about resources within a communication system, such apparatus comprising:

means for providing a resource list in an instant messaging registration server for a registration entity, where said resource list includes a status indicator and system address for each resource within the resource list and where at least one resource of the resource list is a synchronous device;

means for receiving a status registration message that includes status information about the synchronous device and that is entered into the resource list;

means for providing the resource list that includes the received status information to a requesting entity.

16. The apparatus for providing status information as in claim 15 further comprising means within a status monitoring processor for monitoring the synchronous device for changes in status and sending a status change message to the instant messaging registration server when a status change is detected.

17. The apparatus for providing status information as in claim 15 wherein the synchronous device further comprises a POTS telephone, the system address includes a telephone number and the registration entity is a human user.

18. The apparatus for providing status information as in claim 17 wherein a resource of the resource list further comprises an instant messaging device with an instant messaging address and an instant messaging status.

19. The apparatus for providing status information as in claim 18 further comprising means for detecting the registration entity missing a second call on the POTS telephone because the registration entity was busy with a first call.

20. The apparatus for providing status information as in claim 19 further comprising means within an equipment messaging system for retrieving the resource list using the telephone number of the POTS telephone as an index.

21. The apparatus for providing status information as in claim 20 further comprising means within the equipment messaging system for retrieving an instant messaging status and address from the retrieved resource list as an alternate message path.

22. The apparatus for providing status information as in claim 21 further comprising means for sending an instant message to the human user notifying the user of the missed call.

23. The apparatus for providing status information as in claim 22 wherein the instant message further comprises a telephone number of the caller of the second call.

24. The apparatus for providing status information as in claim 23 further comprising means for retrieving the telephone number of the caller of the second call from ANI information delivered along with the second call.

25. The apparatus for providing status information as in claim 15 wherein the registration entity further comprises an automatic voice response unit.

26. The apparatus for providing status information as in claim 25 wherein the resource list further comprises identifiers and status indicators of voice channels of the automatic voice recognition unit.

27. The apparatus for providing status information as in claim 25 wherein the requesting entity is a human supervisor of the automatic voice response unit.

28. The apparatus for providing status information as in claim 15 wherein the status registration is an agent of an automatic call distributor signing-in at a beginning of a shift.

29. A apparatus for providing status information about resources within a communication system, such apparatus comprising:

a resource list disposed within an instant messaging registration server provided by a registration entity, where said resource list includes a status indicator and system address for each resource within the resource list and where at least one resource of the resource list is a synchronous device;

a status registration message sent to the instant messaging server that includes status information about the synchronous device and that is entered into the resource list;

a requesting entity that requests the resource list that includes the received status information.

30. The apparatus for providing status information as in claim 29 further comprising a status monitoring processor that monitors the synchronous device for changes in status and sending a status change message to the instant messaging registration server when a status change is detected.

31. The apparatus for providing status information as in claim 29 wherein the synchronous device further comprises a POTS telephone, the system address includes a telephone number and the registration entity is a human user.

32. The apparatus for providing status information as in claim 31 wherein a resource of the resource list further comprises an instant messaging device with an instant messaging address and an instant messaging status.

33. The apparatus for providing status information as in claim 32 further comprising means for detecting the registration entity missing a second call on the POTS telephone because the registration entity was busy with a first call.

34. The apparatus for providing status information as in claim 33 further comprising an alternate channel selection application within an equipment messaging system for retrieving the resource list using the telephone number of the POTS telephone as an index.

35. The apparatus for providing status information as in claim 34 further comprising an instant messaging status and address that are retrieved from the retrieved resource list as an alternate message path.

36. The apparatus for providing status information as in claim 35 wherein the instant message further comprises a telephone number of the caller of the second call.

37. The apparatus for providing status information as in claim 29 wherein the registration entity further comprises an automatic voice response unit.

38. The apparatus for providing status information as in claim 37 wherein the resource list further comprises identifiers and status indicators of voice channels of the automatic voice recognition unit.

39. The apparatus for providing status information as in claim 37 wherein the requesting entity is a human supervisor of the automatic voice response unit.

40. The apparatus for providing status information as in claim 29 wherein the status registration is an agent of an automatic call distributor signing-in at a beginning of a shift.

41. A method of providing status information about resources within a communication system, such method comprising:

detecting a change of state of a synchronous communication device; and

logging the detected state of the synchronous communication device into an instant messaging registration server.

42. The method of providing status information as in claim 41 wherein the step of detecting the change in state further comprises placing a call to the synchronous communication device.

43. The method of providing status information as in claim 41 further comprising defining the synchronous communication device as being a voice response unit.

44. The method of providing status information as in claim 41 wherein the step of detecting the change in state further comprises monitoring a transaction link of an automatic call distributor.

45. The method of providing status information as in claim 44 further comprising detecting an agent logging into the automatic call distributor.

46. The method of providing status information as in claim 44 further comprising detecting an agent logging out of the automatic call distributor.

47. The method of providing status information as in claim 41 further comprising defining the synchronous communication device as being an analog telephone user placing a call.

48. The method of providing status information as in claim 47 wherein the detected change in state further comprises the analog telephone user placing a call.

49. The method of providing status information as in claim 48 wherein the step of the analog telephone user placing a call further comprises detecting another call to the analog telephone.

50. The method of providing status information as in claim 49 further comprising sending an instant message to an asynchronous device associated with the analog telephone notifying a user of the other call.