COMMUNICATION MANAGEMENT SERVER AND COMPUTER SYSTEM

• US 20090106408A1
• Filed: 09/29/2008
• Published: 04/23/2009
• Est. Priority Date: 10/22/2007
• Status: Abandoned Application

• Current Assignee: Hitachi, Ltd.
• Original Assignee: Hitachi, Ltd.
• Inventors: Miyata, Tatsuhiko, YOSHIZAWA, Masahiro
• Application Number:
  US12/240,192
• Publication Number:
  US 20090106408A1
• Time in Patent Office: Days
• US Class Current: 709/223
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

Provided is a computer system, comprising a management server and a presence server. The user terminals include a first user terminal for originating a question and a second user terminal for responding to the question originated from the first user terminal. The management server comprising: an interface coupled to the network; a processor coupled to the interface; and a memory coupled to the processor. The management server calculates an unresponsive time taken until the second user terminal becomes ready to receive a notification of the question transmitted from the first user terminal by referring the presence information acquired from the presence server upon detection of an origination of the question from the first user terminal, estimates an expected response time of the second user terminal based on the calculated unresponsive time, and notifies the first user terminal of the estimated expected response time.

Claims

1. A computer system, comprising:

a management server for managing communication between user terminals; and

a presence server for managing presence information on users of user terminals which is coupled with the management server,

the user terminals including a first user terminal for originating a question and a second user terminal for responding to the question originated from the first user terminal,

the management server comprising;

an interface coupled to the network;

a processor coupled to the interface; and

a memory coupled to the processor,

wherein the management server is configured to;

calculate an unresponsive time taken until the second user terminal becomes ready to receive a notification of the question transmitted from the first user terminal by referring the presence information acquired from the presence server, upon detection of an origination of the question from the first user terminal;

estimate an expected response time of the second user terminal based on the calculated unresponsive time; and

notify the first user terminal of the estimated expected response time.

2. The computer system according to claim 1, wherein the management server is further configured to:

calculate a response initiation time taken from when the second user terminal receives a notification of a question until the second user terminal starts responding to the question by referring time periods taken from when the second user terminal received some notifications of some questions in a past until the second user terminal started responding the questions; and

estimate the expected response time by adding the calculated unresponsive time and the calculated response initiation time.

3. The computer system according to claim 1, wherein the management server is further configured calculate as the unresponsive time an average value of time periods each taken from a time instant when the second user terminal became unable to receive a notification of a question in a past until a time instant when the second user terminal again became ready to receive the notification of the question by referring the acquired presence information.

4. The computer system according to claim 1, wherein the management server is further configured to:

calculate a probability that the second user terminal responds to the notified question based on a probability that the second user terminal responded to some questions in a past; and

notify the first user terminal of the calculated probability.

5. The computer system according to claim 1, wherein the management server is further configured to:

calculate an expected processing time used by the second user terminal to respond to the notified question based on processing times used by the second user terminal to respond to some questions in a past;

add the calculated expected processing time to the estimated expected response time; and

notify the first user terminal of the expected response time to which the expected processing time is added.

6. The computer system according to claim 5, wherein the management server is further configured to:

select a second user terminal from second user terminals among which a second user terminal unable to respond to the question by the set answering deadline is ranked in a lower place based on a result of comparing an answering deadline of the question set by the first user terminal with the expected response time to which the expected processing time is added; and

notify the first user terminal of a list of the selected second user terminal.

7. The computer system according to claim 6, wherein the management server is further configured to:

calculate a load on the second user terminal based on at least one of a number of questions that have currently been accepted by the second user terminal, a number of questions that were accepted by the second user terminal during a predetermined period, and a number of notifications of a question that were transmitted to the second user terminal during the predetermined period; and

select the second user terminal from the second user terminals among which a second user terminal on which the calculated load is high is ranked in a lower place.

8. The computer system according to claim 6, wherein the management server is further configured to:

obtain information on a response ability of the second user terminal corresponding to a type of the question;

calculate a response ability of the second user terminal with respect to the question transmitted from the first user terminal based on the obtained information on the response ability; and

select the second user terminal from the second user terminals among which a second user terminal with high calculated response ability is ranked in a lower place.

9. The computer system according to claim 6, wherein the management server is further configured to:

obtain information on a response ability of the second user terminal corresponding to a type of the question;

calculate an adequacy of the second user terminal with respect to the question transmitted from the first user terminal based on the obtained information on the response ability; and

select the second user terminal from the second user terminals among which part of the plurality of second user terminals with the calculated adequacies similar to one another are ranked in lower places in case of which a plurality of second user terminals with the calculated adequacies similar to one another can be selected.

10. The computer system according to claim 6, wherein the management server is further configured to:

obtain information on a response ability of the second user terminal corresponding to a type of the question;

calculate an adequacy of the second user terminal with respect to the question transmitted from the first user terminal based on the obtained information on the response ability; and

select, in case of which a plurality of second user terminals with the calculated adequacies similar to one another can be selected, the second user terminal from the second user terminals among which part of the plurality of second user terminals with the calculated adequacies similar to one another are ranked in higher places.

11. The computer system according to claim 6, wherein the management server is further configured to select, in case of which a number of selected second user terminals exceeds a predetermined number, second user terminals for a number equal to or less than the predetermined number.

12. The computer system according to claim 1, wherein the management server is further configured to:

calculate a load on the second user terminal based on at least one of a number of questions that have currently been accepted by the second user terminal, a number of questions that were accepted by the second user terminal during a predetermined period, and a number of notifications of a question that were transmitted to the second user terminal during the predetermined period; and

notify the first user terminal of the calculated load.

13. The computer system according to claim 12, wherein the management server is further configured to:

convert the calculated load into a time period;

add the calculated load to the estimated expected response time; and

notify the first user terminal of the expected response time to which the load is added.

14. The computer system according to claim 1, wherein the management server is further configured to calculate an urgency of the question transmitted from the first user terminal based on an answering deadline of the question set by the first user terminal.

15. The computer system according to claim 12, wherein the management server is further configured to forward the notification of the question transmitted from the first user terminal to the second user terminal with a delay based on the calculated load.

16. A computer system, comprising:

a management server for managing communication between user terminals; and

a presence server for managing presence information on users of user terminals which is coupled with the management server,

the user terminals including a first user terminal for originating a question and a second user terminal for responding to the question originated from the first user terminal,

the management server comprising;

an interface coupled to the network;

a processor coupled to the interface; and

a memory coupled to the processor,

wherein the management server is configured to;

obtain a response initiation time taken until the second user terminal started responding to a question in a past;

calculate a response initiation time taken from when the second user terminal receives some notifications of some questions until the second user terminal starts responding to the questions by referring the obtained response initiation time in the past, upon detection of an origination of the question from the first user terminal;

estimate an expected response time of the second user terminal based on the calculated response initiation time; and

notify the first user terminal of the estimated expected response time.

17. The computer system according to claim 16, wherein the management server is further configured to:

calculate an unresponsive time taken until the second user terminal becomes ready to receive the notification of the question transmitted from the first user terminal by referring the presence information obtained from the presence server; and

estimate the expected response time by adding the calculated unresponsive time and the calculated response initiation time.

18. A communication management server for managing communication between user terminals,

the user terminals including a first user terminal for originating a question and a second user terminal for responding to the question originated from the first user terminal,

the communication management server comprising:

an interface coupled to a network;

a processor coupled to the interface; and

a memory coupled to the processor,

wherein the communication management server is coupled via the network to the user terminals and a presence server for managing presence information on users of the user terminals; and

wherein the communication management server is configured to;

calculate an unresponsive time taken until the second user terminal becomes ready to receive a notification of the question transmitted from the first user terminal by referring the presence information acquired from the presence server, upon detection of an origination of the question from the first user terminal;

estimate an expected response time of the second user terminal based on the calculated unresponsive time; and

notify the first user terminal of the estimated expected response time.

19. The communication management server according to claim 18, wherein the communication management server is further configured to:

calculate a response initiation time taken from when the second user terminal receives a notification of a question until the second user terminal starts responding to the question by referring time periods taken from when the second user terminal received some notifications of some questions in a past until the second user terminal started responding the questions; and

estimate the expected response time by adding the calculated unresponsive time and the calculated response initiation time.