Method and Apparatus for Automatic Notification and Response

• US 20090037548A1
• Filed: 10/01/2008
• Published: 02/05/2009
• Est. Priority Date: 05/14/2002
• Status: Active Grant

• Current Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Original Assignee: Avaya Incorporated
• Inventors: Petsche, Thomas A., Ordille, Joann J.
• Granted Patent: US 8,510,392 B2
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/00 Administration; Management

Abstract

A disclosed notification and response system enables applications to communicate with recipients using a number of different media. The notification and response system (i) sends requests to one or more recipients, using the medium specified by each individual recipient; (ii) collects and processes responses; and (iii) forwards the responses to their final destination by means of the medium specified by the final destination. Applications frame requests in at least one supported human language and media format, and the request is delivered to the appropriate recipient(s), according to their preferences. Communication flow expressions specify the recipients for a given request, and how, when and where each recipient shall receive the request. Requests are dynamically updated, and the parameters of a communication flow expression are not evaluated, until the request is delivered. Communication flow rules specify recipient'"'"'s communication preferences and tailor communication flows to characteristics of the sender, the topic or scheduling constraints. Communication flow expressions are evaluated using a three-valued logic: notification failure (maybe), response failure (false) and response success (true). Primitives specify simultaneous or sequential contact, and when execution of the sub-expression should terminate by defining a logical combination of success test results.

Claims

1. A computer-implemented method for providing a message from a sender to at least one recipient in accordance with a communication flow having a plurality of potential paths, said method comprising:

receiving a response from said at least one recipient to said message, and

selecting at least one path in said communication flow based on content associated with said response.

2. The method of claim 1, further comprising the step of modifying a reply-to address in said message to ensure that said response is received at a desired destination.

3. The method of claim 2, wherein said modified reply-to address allows an intermediary to serve as an agent of said sender.

4. The method of claim 2, wherein said modified reply-to address allows an intermediary to provide response processing services to said sender.

5. The method of claim 1, wherein said selecting step determines a subsequent communication to one or more additional recipients.

6. The method of claim 1, wherein said selecting step aggregates received responses and evaluates whether predefined messages completion criteria is satisfied.

7. The method of claim 1, wherein said selecting step determines a completion status that will return response information to said sender.

8. The method of claim 7, wherein said response information is provided to said sender in a format specified by said sender.

9. The method of claim 1, wherein said message is provided to said at least one recipient in accordance with preference information specified by said corresponding at least one recipient.

10. The method of claim 1, wherein content for said message is obtained substantially close in time to when said message is provided to said at least one recipient.

11. The method of claim 1, further comprising the step of evaluating said communication flow, wherein said communication flow references at least one communication flow rule defined by said at least one recipient, said communication flow rule specifying at least one preference of said recipient.

12. The method of claim 1, wherein said communication flow references at least one preference of said at least one recipient as specified by an enterprise associated with said at least one recipient.

13. The method of claim 11, wherein said communication flow rule includes at least one temporal condition.

14. The method of claim 11, wherein said communication flow rule includes at least one media preference.

15. The method of claim 11, wherein said communication flow rule includes at least one human language type preference.

16. The method of claim 11, wherein said communication flow rule is evaluated substantially close in time to when said message is provided to said at least one recipient.

17. The method of claim 11, wherein said communication flow references at least one media preference of said at least one recipient for receiving said message, wherein said at least one media preference is stored in a central location.

18. The method of claim 11 wherein said communication flow controls call processing in a SIP proxy.

19. The method of claim 18, wherein said SIP proxy evaluates an incoming SIP INVITE message and selects an appropriate call routing rule for said at least one recipient.

20. The method of claim 1, wherein said communication flow is defined by a communication flow expression that notifies one or more designated persons in the event of an emergency.

21. A system for providing a message from a sender to at least one recipient in accordance with a communication flow having a plurality of potential paths, said system comprising:

a memory that stores computer-readable code; and

a processor operatively coupled to said memory, said processor configured to implement said computer-readable code, said computer-readable code configured to;

receive a response from said at least one recipient to said message; and

select at least one path in said communication flow based on content associated with said response.

22. A system for providing a message from a sender to at least one recipient in accordance with a communication flow having a plurality of potential paths, said system comprising:

means for receiving a response from said at least one recipient to said message; and

means for selecting at least one path in said communication flow based on content associated with said response.

23. An article of manufacture for providing a message from a sender to at least one recipient in accordance with a communication flow having a plurality of potential paths, said article of manufacture comprising:

a computer readable medium having computer readable code means embodied thereon, said computer readable program code means comprising;

a step to receive a response from said at least one recipient to said message; and

a step to select at least one path in said communication flow based on content associated with said response.