On-demand alerting and response system and method

• US 20080143548A1
• Filed: 12/17/2007
• Published: 06/19/2008
• Est. Priority Date: 12/19/2006
• Status: Abandoned Application

• Current Assignee: SWN Communications Incorporated (Onsolve, LLC)
• Original Assignee: SWN Communications Incorporated (Onsolve, LLC)
• Inventors: Crawford, Henry Hugh, Kresge, Susan E., Lowengard, Henry H., Pascal, Jeff M., Grimmelmann, Erik K., Vasquez-Marulanda, Santiago, Morrow, John Bruce, Satorre, Jorge C., Valdina, Jason A.
• Application Number:
  US12/002,395
• Publication Number:
  US 20080143548A1
• Time in Patent Office: Days
• US Class Current: 340/691.5
• CPC Class Codes: G08B 25/004 Alarm propagated along alternative communication path or using alternative communication medium according to a hierarchy of available ways to communicate, e.g. if Wi-Fi not available use GSM
• CPC Class Codes: G08B 25/005 Alarm destination chosen according to a hierarchy of available destinations, e.g. if hospital does not answer send to police station
• CPC Class Codes: G08B 25/006 Alarm destination chosen according to type of event, e.g. in case of fire phone the fire service, in case of medical emergency phone the ambulance
• CPC Class Codes: G08B 25/10 using wireless transmission systems G08B25/009 takes precedence
• CPC Class Codes: G08B 27/005 with transmission via computer network
• CPC Class Codes: G08B 27/006 with transmission via telephone network
• CPC Class Codes: H04M 2203/2016 Call initiation by network rather than by subscriber
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42161 via computer interface
• 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 3/53375 Message broadcasting

Abstract

A method of enabling one or more senders to simultaneously alert one or more contacts located anywhere around the world over one or more communication networks, each contact having at least one communication device for receiving alert data. The method including the steps of generating and maintaining one or more scenarios each including a set of destination contacts selected from the one or more contacts, a composition of alert data, and delivery rules; initiating execution of at least one of the scenarios to send the alert data to each contact in the set of destination contacts; and managing sending of the alert data by applying the delivery rules.

Claims

1. A method of enabling one or more senders to simultaneously alert one or more contacts located anywhere around the world over one or more communication networks, each contact having at least one communication device for receiving alert data, the method comprising the steps of:

generating one or more scenarios each including a set of destination contacts selected from the one or more contacts, a composition of alert data, and delivery rules;

initiating execution of at least one of the scenarios to send the alert data to each contact in the set of destination contacts; and

managing sending of the alert data by applying the delivery rules.

2. The method of claim 1, wherein the messages are selected from newly composed or pre-existing alert data for expressing alerts and other types of information in a form selected from telephone calls, e-mail messages, instant text messages, and etc.,

the senders are selected from individuals and authorized personnel of various organizations, companies, and corporations,

the contacts are selected from individuals designated by the senders and senders'"'"' employees and customers, and

the communication networks are selected from common voice, text, and data networks.

3. The method of claim 1, wherein the communication devices are selected from land-line based telephones, cell phones, Internet phones, personal digital assistants, Black Berry devices, and computing devices.

4. The method of claim 1, further comprising the steps of:

the contacts receiving the alert data; and

responding to the receipt of the alert data in a manner selected from one of at least sending response data directly to the sender'"'"'s communication device via the communication networks and connecting to the sender in a pre-arranged conference bridge, the conference bridge connecting the sender and the one or more contacts from the set of destination contacts for a conference call over at least one of the communication networks.

5. The method of claim 4, further comprising a step of the sender providing a request for response in the alert data, wherein

the connection of the one or more contacts to the conference bridge is initiated in response to the request for response received in the alert data and

the response to the receipt of the alert data is performed in response to the request for response received in the alert data.

6. The method of claim 5, wherein the response to the receipt of the alert data is performed over the communication networks selected from common voice, text, and data networks using the communication devices selected from land-line based telephones, cell phones, Internet phones, personal digital assistants, Black Berry devices, and computing devices.

7. The method of claim 6, wherein the one or more scenarios are formed on a service complex having at least one computing device connected to the one or more communication networks and

verifying and recording delivery and status of the sent alert data and received response data in real time, and

enabling presentation of voice and text data received within the response data as generated.

8. The method of claim 7, wherein the scenarios include content of the alert data, a directory of contacts to whom the alert data is to be sent, rules describing how the alert data is to be delivered, and criteria for initiating execution of at least one of the scenarios without prompting by the senders.

9. The method of claim 8, further comprising the steps of:

monitoring external events to detect trigger events listed in the scenarios; and

automatically initiating execution of at least one of the scenarios to send the alert data to each contact in the set of destination contacts in response to detected trigger events.

10. The method of claim 9, wherein the external event triggers are selected from at least one of date and time, weather events, stock market events, and news events.

11. The method of claim 10, wherein the one or more contacts are directories of contacts'"'"' identifications and addresses maintained by at least one of the senders, administrators appointed by the senders, and by the contacts, the directories are imported from senders'"'"' computing devices, third party computing devices and maintained on the service complex.

12. The method of claim 11, wherein the application of the delivery rules comprises the steps of:

prioritizing the alert data to meet service level agreements (SLAs) and other contractual commitments while minimizing costs;

routing the alert data to specific communication networks;

tracking a status of the execution of the scenario and of the messages contained within the scenario; and

creating message detail records for billing.

13. The method of claim 12, wherein the initiating execution step further comprises the step of formatting the alert data for delivery over one of the one or more communication networks selected by the sender and specific to a service provider and the communication device of the contact.

14. The method of claim 13, further comprising the step of monitoring presence of the contact'"'"'s communication device on the communication network prior to sending of the alert data and sending of the alert data to the contact'"'"'s alternate communication device if the communication device is not present.

15. The method of claim 1, further comprising a step of maintaining a plurality of scenarios, wherein the initiating execution step utilizes a scenario selected from at least one of the plurality of maintained scenarios and the one or more generated scenarios.

16. The system of claim 4, wherein the service complex further comprises:

one or more partner services for providing information on which basis alert messages are automatically sent to contacts, each partner service supplies the service complex with a service profile catalog specifying kinds of events that can be monitored by the partner services and the information about those events that will be provided; and

an alert service for communicating a notification from one or more partner services to send the alert.

18. A system for enabling one or more senders having access to a service complex to simultaneously alert one or more contacts located anywhere around the world, each contact having at least one communication device serviced by one or more service providers, the service complex comprising:

at least one computing device;

a database residing on the at least one computing device;

one or more communication networks connected to the at least one computing device for communicating alert messages;

an interface for administering scenarios and initiating sending of the alert messages;

an alert generation service for communicating with external information sources to receive notification to send the alert messages; and

a messaging engine for sending the alert messages to the contacts'"'"' designated communication devices managed by available service providers.

17. The system of claim 20, wherein the information provided by the one or more partner services is in the form selected from at least one of text to be delivered to the contacts, voice recording to be delivered to the contacts, and a code identifying the event.

19. The system of claim 18, wherein the database includes

account information for each sender;

contact directories with lists of contacts and information about the contacts including contacts'"'"' contact points, e-mail addresses, and telephone numbers;

preferred and backup modes of contact;

predefined groups of contacts including at least one of the one or more contacts;

message histories indicating when an alert message went out and to whom;

status of the alert message to each contact; and

response status where the sender invoked the “

get word back”

feature requesting that the contact respond to the sent alert message.

20. The system of claim 19, wherein the interface is selected from at least one of Graphics User, Command Line, and Web services Interfaces.

21. The system of claim 20, wherein the interface enables

creation of alert messages;

defining of events and conditions for alerts to trigger automatic sending of the alert message;

selecting a set of desired contacts from the one or more contacts previously stored in the database;

adding and modifying contact information;

arranging to receive response messages from the contacts in reply to the sent alert messages; and

viewing message histories that may indicate the status of messages sent, e.g., delivered or undelivered, replied to or not replied to, etc., and other information about the sent messages.

22. The system of claim 18, wherein the external information sources provide notification data selected from at lest one of information of availability of the service providers, financial data, and the news.

23. The system of claim 22, wherein the messaging engine further receives status messages from the one or more communication networks over which alert messages were sent, the status messages indicate non-delivery of alert messages and are stored in the database for review by senders.

24. A process executed on at least one computing device having at least one database and connected to one or more networks, said process being accessible by one or more senders for enabling said senders to simultaneously alert one or more contacts each having at least one communication device connected to said networks, the process comprising:

at least one interface for receiving orders and configurations from said senders, storing said orders and configurations in the database, and marking said orders and configurations as unprocessed;

a first configuration service for ascertaining unprocessed configurations in the database and passing said unprocessed configurations to a partner configuration service, said configuration information including one or more publication definitions, one or more subscription definitions, and the association between publications and subscriptions;

at least one alert service for generating alerts when conditions match one or more of the publication definitions, storing said alerts in the database, and marking said alerts as unprocessed, the alert including an identifier that identifies the publication definition, one or more versions of the alert body, and an XML representation of the alert;

a message composition service for retrieving alerts that are marked as unprocessed, determining the subscriptions to which the retrieved alerts are to be sent, assembling alert messages, storing said alert messages in the database, and marking said alert messages as unprocessed; and

a messaging engine for identifying the alert messages that are marked as unprocessed in the database and whose delivery time is not set in the future, applying rules, and if rules permit sending the alert message to the at least one communication device of the one or more contacts.

25. The process of claim 24, further comprising a first provisioning service for ascertaining unprocessed orders in the database and passing said unprocessed orders to a second provisioning service, said first and second provisioning services being selected from partner and local provisioning services;

26. The process of claim 25, wherein after receiving confirmation that the information has been received, the first provisioning service marks said orders and the first configuration service marks said configurations in the database as processed.

27. The process of claim 25, wherein

said publication definitions including locations, information profiles, and the associations between locations and information profiles;

said subscription definitions include recipients, recipient contact mode and addresses/numbers, and notification rules and options.

28. The process of claim 27, wherein the alert messages are assembled using the recipients, recipient contact modes and addresses and telephone numbers and the appropriate alert body and rules specified in the subscription definitions.

29. The process of claim 24, wherein the messaging engine formats and passes the message to an appropriate network of the one or more networks and storing sent message status and response to the sent message in the database.