CONFERENCE BRIDGE SOFTWARE AGENTS

• US 20110077947A1
• Filed: 09/30/2009
• Published: 03/31/2011
• Est. Priority Date: 09/30/2009
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Bhatnagar, Vivek, Beauregard, Derek, Mamnani, Praveen K.
• Application Number:
  US12/571,206
• Publication Number:
  US 20110077947A1
• Time in Patent Office: Days
• US Class Current: 704/275
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence

Abstract

Systems and methods are provided to generate a software agent that is initiated to continue the business process flow during a conference. Upon initiating a teleconference in response to a selection associated with the business process or predefined rule associated with the business process that requires a conference, an instance of a software agent is instantiated and associated with the teleconference. The software agent may be a sub-process of the conference bridge that conducts the teleconference or a separate process that interacts with the conference bridge as another party to the teleconference. The software agent is initiated with information about the business process step that requires an action or a decision. During the teleconference, the software agent listens for a command from one of the parties and acts on any command given. The commands can send another event or action back to a business process application to continue or complete the business process. The event or action sent back may be based on the commands or a result of an action on the business process step that initiate the conference.

Claims

1. A computer program product including computer executable instructions stored onto a computer readable medium which, when executed by a processor of a computer, causes the computer to perform a method for associating a teleconference with a business process, comprising:

instructions to receive a business process step for a first user;

in response to receiving the business process step, instructions for receiving a request for a teleconference between the first user and a second user;

instructions to establish the teleconference on a conference bridge;

in response to establishing the teleconference, instructions to execute a software agent; and

instructions to generate a response to the business process step with the software agent, wherein the software agent communicates the response to the business process step.

2. The computer program product as defined in claim 1, wherein the software agent is executed on the conference bridge.

3. The computer program product as defined in claim 1, wherein a business process server generates the business process step and receives the response to the business process step.

4. The method as defined in claim 3, wherein the business process step is associated with a business process managed by the business process server, and wherein the business process comprises two or more business process steps.

5. The method as defined in claim 1, wherein the first user selects the teleconference as an option associated with the business process step.

6. The method as defined in claim 1, wherein the software agent generates the response to the business process step in response to a command provided by the first user or the second user during the teleconference.

7. A communication system comprising:

a conference bridge operable to conduct a teleconference between a first user and a second user in response to a business process step;

a processor operable to read and operable to execute two or more computer executable modules;

a memory in communication with the processor, the memory operable to store and operable to send the two or more computer executable modules to the processor; and

wherein the processor executes a computer executable module comprising a software agent in communication with the conference bridge, the software agent comprising;

a conference bridge interface operable to communication with the conference bridge;

a business process interface operable to communicate with a business process server, wherein the business process server generates the business process step; and

a process engine in communication with the conference bridge interface and the business process interface, the process engine operable to receive inputs from the conference bridge interface and the business process interface, the process engine operable to generate a response to the business process step in response to an input, and the process engine provides the response to the business process interface to send to the business process server.

8. The communication system as defined in claim 7, wherein the inputs from the conference bridge interface include voice commands that direct the process engine to execute functions associated with the business process step.

9. The communication system as defined in claim 8, further comprising a memory to store functions and data associated with the functions, wherein the memory stores one of voice XML and MSML data, and wherein the process engine compares the voice command with one of the voice XML data and the MSML data to determine the function to execute.

10. The communication system as defined in claim 7, wherein the inputs from the conference bridge interface include one of a speech-based input based on a predefined grammar and DMTF commands.

11. The communication system as defined in claim 7, further comprising a business process server in communication with the conference bridge, the business process server initiating the software agent in response to an option received with the business process step, the business process server operable to receive the response to the business process step from the business process interface.

12. The communication system as defined in claim 11, wherein the business process interface translates communications from the process engine for the business process server.

13. A method for associating a business process step with a teleconference, the method comprising:

a processor initiating an instance of a software agent, the software agent associated with the business process and the teleconference;

the software agent receiving business process information associated with the business process step;

the software agent provisioning the teleconference on a conference bridge;

the software agent communicating with the conference bridge during the teleconference;

the software agent listening for a command during the teleconference;

the software agent receiving a command during the teleconference; and

in response to receiving the command, the software agent communicating with the business process about the business process step.

14. The method as defined in claim 13, wherein the processor receives a command from a business process server to initiate the software agent.

15. The method as defined in claim 13, wherein the business process information includes a business process step data structure, the business process step data structure comprising:

a business process step identifier;

a business process step action; and

an option to respond to the business process step.

16. The method as defined in claim 13, wherein the software agent interacts with the conference bridge as another party to the teleconference.

17. The method as defined in claim 13, wherein the command is a voice XML application command.

18. The method as defined in claim 13, wherein the command is one of a speech-based input based on a predefined grammar and DMTF commands a DMTF signal.

19. The method as defined in claim 13, wherein the software agent communicates an action for the business process step to the business process.

20. The method as defined in claim 19, wherein the action comprises:

a business process step identifier; and

an action for the business process.