System and method for personalized call treatment by using a combination of communication and data services

• US 20090147937A1
• Filed: 10/22/2008
• Published: 06/11/2009
• Est. Priority Date: 10/23/2007
• Status: Abandoned Application

• Current Assignee: Infosys Technologies Limited (Infosys Limited)
• Original Assignee: Infosys Technologies Limited (Infosys Limited)
• Inventors: Kumar, Ripan, Sullhan, Neeraj, Singh, Taranjit
• Application Number:
  US12/288,726
• Publication Number:
  US 20090147937A1
• Time in Patent Office: Days
• US Class Current: 379/201.20
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42229 Personal communication services, i.e. services related to one subscriber independent of his terminal and/or location diverting calls from one subscriber to another subscriber, i.e. two different subscriptions H04M3/54; selecting arrangements in intelligent networks H04Q3/005
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54

Abstract

A system and method for providing personalized call treatment to an incoming call by using a combination of data and communication services is provided. The system comprises a Mashup application for determining a treatment method corresponding to each incoming call based on a called person'"'"'s profile and one or more predefined rules. The system also comprises a communication services platform and a data services platform coupled with the Mashup application.

Claims

1. A system for providing personalized call treatment to an incoming call by using a combination of data and communication services, the system comprising a Mashup application for determining a treatment method corresponding to each incoming call based on a called person'"'"'s profile and one or more predefined rules.

2. The system as claimed in claim 1 further comprising a communication services platform coupled with the Mashup application;

the communication services platform comprising a telephone exchange module.

3. The system as claimed in claim 1 further comprising a data services platform coupled with the Mashup application;

the data services platform comprising publically available third party personal information management services.

4. The system as claimed in claim 3 further comprising enterprise level collaborative services.

5. The system as claimed in claim 1 wherein the Mashup application comprises:

a. a database for storing subscriber profiles;

b. a database for storing predefined call treatment rules;

c. a service manager for treating each incoming call based on the predefined call treatment rules;

d. a rules engine for dynamically loading predefined call treatment rules corresponding to a subscriber from the database storing the rules;

e. a web application enabling registration, profiling, configuration and rule definition; and

f. an interactive voice response system for interacting with a caller of the incoming call.

6. A method for providing personalized call treatment to an incoming call by using a combination of data and communication services;

the call treatment comprising performing one or more of;

a. connecting the incoming call to a called phone number;

b. originating/scheduling a new call to a phone number obtained by applying a set of predefined call treatment rules;

c. diverting the call to a phone number obtained by applying a set of predefined call treatment rules;

d. announcing a next available time slot;

e. prompting a caller with one or more available time slots and obtaining a response through voice, text or DTMF tones from the caller;

the response defining whether to schedule a meeting or search for next available slot or abandon the call;

f. forwarding the call to voice mail;

g. prompting caller to select a called person if called phone number is a shared number among more than one persons;

h. converting the call from voice to text for relaying to an instant messenger for an interactive “

voice—

text”

dialog and converting text to voice for relaying as voice call; and

i. playing customized prompts or music or a combination of both in response to the call.

7. The method as claimed in claim 6 wherein the predefined call treatment rules are constructed by using one or more of:

a. personal contact information of a subscriber obtained from either web based third party hosted contact service or an enterprise server or a handheld mobile terminal;

the personal contact information comprising information such as name, company, job title, phone numbers, fax, email id, IM address, web page, residential and office addresses, manager'"'"'s name, assistant'"'"'s name, spouse name, birthday, anniversary, etc.

b. personal calendar information of a subscriber obtained from either web based third party hosted contact service or an enterprise server or a handheld mobile terminal;

the personal calendar information comprising information such as one or more time slots defined in the subscriber'"'"'s calendar and one or more events defined in the subscriber'"'"'s calendar;

c. enterprise address book obtained from an enterprise server;

d. task list of a subscriber obtained from either web based third party hosted contact service or an enterprise server or a handheld mobile terminal;

e. emails of a subscriber obtained from either web based third party hosted contact service or an enterprise server or a handheld mobile terminal;

f. language preference and physical ability of a subscriber obtained from either web based third party hosted contact service or an enterprise server or a handheld mobile terminal;

g. presence information of a subscriber obtained from instant messaging web servers and enterprise servers;

the presence information comprising information such as presence status including but not limited to online, busy, offline, in meeting, away and do not disturb;

h. location information of a subscriber based on the time of day rules defined by the subscriber; and

i. time of the call.

8. The method as claimed in claim 6 wherein providing a personalized call treatment to an incoming call comprises the steps of:

a. scheduling a meeting between two subscribers based on caller identity and availability of either a called subscriber or both the subscribers by utilizing personal information management systems or enterprise collaborative services;

b. initiating a call between two subscribers based on calendar information, presence information and location information obtained from messenger services and a set of predefined rules;

the location information defining whether a home phone, a business phone or a cell phone should be used for setting up the call;

the presence information defining whether the call should be set up at a business phone or a cell phone, while the called subscriber is at business and whether the call should be set up at a home phone or at a cell phone, while the called subscriber is at home;

c. diverting the call to a selected person in case a phone line is shared among multiple persons;

d. diverting the call to a phone number at which a called subscriber is available based on identity of caller, time of call, custom forwarding number while roaming and a set of predefined rules; and

e. automatically diverting the call to a messenger if called party is hearing or speech impaired;

diverting the call comprises mapping the incoming call to an instant messenger or a office communicator and automatically converting speech to text and vice versa.

9. A computer program product comprising a computer usable medium having a computer readable program code embodied therein for providing personalized call treatment to an incoming call by using a combination of data and communication services, the computer program product comprising one or more of:

a. program instruction means for connecting the incoming call to a called phone number;

b. program instruction means for originating/scheduling a new call to a phone number obtained by applying a set of predefined call treatment rules;

c. program instruction means for diverting the call to a phone number obtained by applying a set of predefined call treatment rules;

d. program instruction means for announcing a next available time slot;

e. program instruction means for prompting a caller with one or more available time slots and obtaining a response through voice, text or DTMF tones from the caller;

the response defining whether to schedule a meeting or search for next available slot or abandon the call;

f. program instruction means for forwarding the call to voice mail;

g. program instruction means for prompting caller to select a called person if called phone number is a shared number among more than one persons;

h. program instruction means for converting the call from voice to text for relaying to an instant messenger for an interactive “

voice—

text”

dialog and converting text to voice for relaying as voice call; and

i. program instruction means for playing customized prompts or music or a combination of both in response to the call.

10. The computer program product as claimed in claim 9 wherein the predefined call treatment rules are constructed by using one or more of:

a. personal contact information of a subscriber obtained from either web based third party hosted contact service or an enterprise server or a handheld mobile terminal;

the personal contact information comprising information such as name, company, job title, phone numbers, fax, email id, IM address, web page, residential and office addresses, manager'"'"'s name, assistant'"'"'s name, spouse name, birthday, anniversary, etc.

b. personal calendar information of a subscriber obtained from either web based third party hosted contact service or an enterprise server or a handheld mobile terminal;

the personal calendar information comprising information such as one or more time slots defined in the subscriber'"'"'s calendar and one or more events defined in the subscriber'"'"'s calendar;

c. enterprise address book obtained from an enterprise server;

d. task list of a subscriber obtained from either web based third party hosted contact service or an enterprise server or a handheld mobile terminal;

e. emails of a subscriber obtained from either web based third party hosted contact service or an enterprise server or a handheld mobile terminal;

f. language preference and physical ability of a subscriber obtained from either web based third party hosted contact service or an enterprise server or a handheld mobile terminal;

g. presence information of a subscriber obtained from instant messaging web servers and enterprise servers;

the presence information comprising information such as presence status including but not limited to online, busy, offline, in meeting, away and do not disturb;

h. location information of a subscriber based on the time of day rules defined by the subscriber; and

i. time of the call.

11. The computer program product as claimed in claim 9 wherein the program instruction means providing a personalized call treatment to an incoming call comprises:

a. program instruction means for scheduling a meeting between two subscribers based on caller identity and availability of either a called subscriber or both the subscribers by utilizing personal information management systems or enterprise collaborative services;

b. program instruction means for initiating a call between two subscribers based on calendar information, presence information and location information obtained from messenger services and a set of predefined rules;

the location information defining whether a home phone, a business phone or a cell phone should be used for setting up the call;

the presence information defining whether the call should be set up at a business phone or a cell phone, while the called subscriber is at business and whether the call should be set up at a home phone or at a cell phone, while the called subscriber is at home;

c. program instruction means for diverting the call to a selected person in case a phone line is shared among multiple persons;

d. program instruction means for diverting the call to a phone number at which a called subscriber is available based on identity of caller, time of call, custom forwarding number while roaming and a set of predefined rules; and

e. program instruction means for automatically diverting the call to a messenger if called party is hearing or speech impaired;

diverting the call comprises mapping the incoming call to an instant messenger or a office communicator and automatically converting speech to text and vice versa.