Dynamic interactions in a communications system

• US 20070140467A1
• Filed: 12/20/2005
• Published: 06/21/2007
• Est. Priority Date: 12/20/2005
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: O'Connor, Neil, McCormack, Tony, D'Arcy, Paul
• Granted Patent: US 7,570,606 B2
• Time in Patent Office: Days
• US Class Current: 379/265.50
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• 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: H04M 3/5233 Operator skill based call distribution

Abstract

Participants who are in communication with a communications system can be placed in contact with one another by assigning each participant an agent profile allowing contact requests to be assigned to that participant in the capacity of an agent. One participant submits a contact request having details which can be matched against agent profiles, and that contact request is queue based on its content. A match is made between the contact request and a second participant by assigning the requests in the queue to participants whose agent profiles are matched with the queue. The second participant is thereby offered the opportunity to respond to the contact request in the capacity of an agent. It will be appreciated that rather than providing an unstructured environment (such as a free-for-all discussion forum), the method of the invention provides a way for a group of interested participants to respond to requests submitted by one another and to route such requests to a suitable and competent member of the group. In addition to allowing simple requests for information or assistance to be responded to, the method and system also has application in the context of larger environments such as online games.

Claims

1. A method of managing a communications system of the type wherein a plurality of participants are in communication with the system and wherein individual participants can be placed in contact with one another, said method comprising the steps of:

a) assigning to each of a plurality of participants an agent profile according to which contact requests may be assigned to said participant in the capacity of an agent;

b) receiving, from a first of said plurality of participants, a contact request having details according to which a match can be made with said agent profiles;

c) assigning said contact request to a queue based on the content of the contact request;

d) determining a match between said contact request and a second of said plurality of participants different to the first participant by assigning the requests in said queue among a set of participants whose agent profiles are matched with said queue, whereby said second participant is selected from said set; and

e) offering to said second participant the opportunity to respond to said contact request.

2. A method as claimed in claim 1, further comprising the step of placing said first and second participants in contact with one another if the second participant accepts the offer in step (e).

3. A method as claimed in claim 2, further comprising the step of evaluating the outcome of the communication between the first and second participants and updating the agent profile of the second participant according to said evaluation.

4. A method as claimed in claim 1, further comprising repeating steps (d) and (e) to identify an alternative participant, different to the second participant, if the second participant declines the offer in step (e).

5. A method as claimed in claim 4, further comprising the step of updating the agent profile of the second participant in response to the second participant declining the offer in step (e).

6. A method as claimed in claim 3, further comprising the step of placing said first and alternative participants in contact with one another if the alternative participant accepts the offer in step (e).

7. A method as claimed in claim 6, further comprising the step of evaluating the outcome of the communication between the first and alternative participants and updating the agent profile of the alternative participant according to said evaluation.

8. A method as claimed in claim 1, further comprising the step of updating the agent profile of the first participant in response to the contact request submitted by the first participant.

9. A method as claimed in claim 1, wherein the step of assigning an agent profile comprises receiving from a participant a presence notification which includes information enabling said agent profile to be assigned to said participant.

10. A method as claimed in claim 1, further comprising the step of determining the availability of a participant to act as an agent by receiving a presence notification from said participant indicating said availability.

11. A method as claimed in claim 10, wherein said step of determining availability comprises receiving said presence notification and determining that said participant is available to act as an agent in respect of a limited subset of activities.

12. A method as claimed in claim 1, wherein in step (d), the assignment of requests in said queue among a set of participants whose agent profiles are matched with said queue comprises determining a match based on semantic information regarding the request and/or the agent profiles.

13. A communications system comprising:

a) a network connection via which a plurality of participants may enter into communication with the system;

b) a conference facility whereby said participants in communication with the system may be placed in communication with one another;

c) an agent profile store for storing, for each participant, an agent profile according to which contact requests may be assigned to said participant in the capacity of an agent;

d) a contact request submission facility for receiving from a first participant a contact request having details according to which a match can be made with said agent profiles;

e) a plurality of queues for storing contact requests based on the content of the contact requests;

f) a queue manager for assigning the requests in each queue among a set of participants whose agent profiles are matched with said queue, and thereby determining a match between said contact request and a second participant selected from said set and different to the first participant, and for offering to said second participant the opportunity to respond to said contact request.

14. A communications system as claimed in claim 13, wherein said communications system forms part of a gaming system.

15. A communications system as claimed in claim 14, wherein said agent profiles reflect the abilities of said participants in a game hosted on said gaming system.

16. A communications system as claimed in claim 13, wherein said communications system is an expert forum relating to a specified area of expertise and wherein said queues relate to defined sub-areas within said area of expertise.

17. A computer program product comprising instructions which when executed by a computer in a communications system are effective to cause said communications system to:

a) assign to each participant an agent profile according to which contact requests may be assigned to said participant in the capacity of an agent;

b) receive, from a first participant, a contact request having details according to which a match can be made with said agent profiles;

c) assign said contact request to a queue based on the content of the contact request;

d) determine a match between said contact request and a second participant different to the first participant by assigning the requests in said queue among a set of participants whose agent profiles are matched with said queue, whereby second participant is selected from said set; and

e) offer to said second participant the opportunity to respond to said contact request.