Intelligent Disposition Manager

• US 20110261945A1
• Filed: 04/27/2010
• Published: 10/27/2011
• Est. Priority Date: 04/27/2010
• Status: Active Grant

• Current Assignee: Cox Communications Incorporated (Cox Enterprises Incorporated)
• Original Assignee: Cox Communications Incorporated (Cox Enterprises Incorporated)
• Inventors: Goode, Brandon Hall, Whitten, Robert C., Brock, Brett
• Granted Patent: US 8,855,271 B2
• Time in Patent Office: Days
• US Class Current: 379/211.02
• CPC Class Codes: H04L 51/224 providing notification on incoming messages, e.g. pushed notifications of received messages
• CPC Class Codes: H04M 2203/4509 Unified messaging with single point of access to voicemail and other mail or messaging systems unified messaging in packet switching networks H04L51/56
• CPC Class Codes: H04M 2207/20 hybrid systems
• CPC Class Codes: H04M 3/42263 where the same subscriber uses different terminals, i.e. nomadism
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• 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
• CPC Class Codes: H04M 3/543 Call deflection
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer

Abstract

When a communication is directed to an intended recipient, a determination may be made by an intelligent communication disposition manager as to whether one or more available communication devices of the intended recipient are available for routing the incoming communication either based on device availability or routing previously defined by the intended recipient. The intelligent communication disposition manager may utilize presence data of the intended recipient for sending a notification of the incoming communication to one or more of the intended recipient'"'"'s available communication devices. The intended recipient may select a preferred call routing option for the incoming call/message to be sent. Based on the real-time response from the intended recipient, the call/message may be routed to his/her preferred communication device.

Claims

1. A method for providing intelligent communication disposition management, the method comprising:

receiving a communication for an intended recipient;

determining one or more available communication devices of the intended recipient;

sending a notification to one or more of the determined available communication devices; and

upon receiving a response to the sent notification from one of the one or more available communication devices of the intended recipient within a specified amount of time, routing the communication based on the received response.

2. The method of claim 1, wherein receiving a communication for an intended recipient includes receiving one or more calls and messages sent in one of a plurality of communication modes.

3. The method of claim 2, wherein the plurality of communication modes comprises voice communication, video communication, data communication, text message communication, electronic mail communication, and multimedia communication.

4. The method of claim 1, wherein available communication devices of the intended recipient are coupled to an Internet Protocol (IP)-based network.

5. The method of claim 1, wherein determining one or more available communication devices of the intended recipient is based on retrieved contact and presence data.

6. The method of claim 1, wherein contact data for the intended recipient comprises one or more predetermined communication device identifiers at which the intended recipient may be contacted.

7. The method of claim 6, wherein the predetermined communication device identifiers may comprise one of a telephone number, an e-mail address, an instant messaging address, a personal digital assistant number, a fax number, a set-top box address, or a voice over Internet protocol (VoIP) address.

8. The method of claim 1, wherein presence data of the intended recipient may be detected by a presence server.

9. The method of claim 1, further comprising if a response to the sent notification from a communication device of the intended recipient is not received within a specified amount of time, routing the call or message according to a specified communication routing logic.

10. The method of claim 9, wherein the specified communication routing logic includes a specified routing defined by the intended recipient.

11. The method of claim 1, wherein the notification is sent in one or more of a plurality of communication modes based on the receiving communication device.

12. The method of claim 11, wherein the one or more of a plurality of communication modes in which a notification may be sent may include e-mails, text messages, audible messages, and selectable visual displays.

13. The method of claim 1, wherein one or more available communication devices may comprise a personal computer, a server computer, a wireline telephone, a wireless telephone, a digital phone, a video phone, a text messaging device, a VoIP phone, a set-top box, a personal digital assistant, a handheld computing device, or a distributed computing environment that may include any of said one or more available communication devices.

14. A system for providing intelligent communication disposition management, comprising:

an intelligent communication disposition manager application operative to;

receive a call or message for an intended recipient;

determine one or more available communication devices of the intended recipient;

send a notification to determined available communication devices; and

upon receiving a response to the sent notification from a communication device of the intended recipient within a specified amount of time, route a call or message based on the received response.

15. The system of claim 14, wherein available communication devices of the intended recipient are coupled to an Internet Protocol (IP)-based network.

16. The system of claim 14, wherein contact data for the intended recipient comprises one or more predetermined communication device identifiers at which the intended recipient may be contacted.

17. The system of claim 16, wherein the predetermined communication device identifiers may comprise a telephone number, an e-mail address, an instant messaging address, a personal digital assistant number, a fax number, a set-top box address, or a voice over Internet protocol (VoIP) address.

18. The system of claim 14, wherein presence data of the intended recipient is detected by a presence server.

19. The system of claim 14, wherein one or more available communication devices comprises a personal computer, a server computer, a wireline telephone, a wireless telephone, a digital phone, a video phone, a text messaging device, a VoIP phone, a set-top box, a personal digital assistant, a handheld computing device, or a distributed computing environment that may include any of said one or more available communication devices.

20. The system of claim 14, wherein the notification is sent in one or more of a plurality of communication modes based on the receiving communication device.

21. The system of claim 14, wherein the one or more of a plurality of communication modes in which a notification may be sent includes e-mails, text messages, an audible messages, and selectable visual displays.

22. A computer readable medium containing computer executable instructions which when executed by a computer perform a method for providing intelligent communication disposition management, the method comprising:

receiving a call or message for an intended recipient;

determining one or more available communication devices of the intended recipient;

sending a notification to determined available communication devices; and

upon receiving a response to the sent notification from a communication device of the intended recipient within a specified amount of time, routing a call or message based on the received response.