SYSTEM AND METHOD FOR INTERACTIVE COMMUNICATION CONTEXT GENERATION

• US 20120179982A1
• Filed: 01/07/2011
• Published: 07/12/2012
• Est. Priority Date: 01/07/2011
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: PAITHANKAR, Anand, GANDHI, Sapan
• Granted Patent: US 9,412,088 B2
• Time in Patent Office: Days
• US Class Current: 715/756
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 12/1822 Conducting the conference, e.g. admission, detection, selection or grouping of participants, correlating users to one or more conference sessions, prioritising transmission
• CPC Class Codes: H04L 12/1831 Tracking arrangements for later retrieval, e.g. recording contents, participants activities or behavior, network status
• CPC Class Codes: H04L 51/066 Format adaptation, e.g. format conversion or compression

Abstract

An interactive communication, such as a video conference or an audio communication, is established and a user places the interactive communication on hold. Prior to and/or after the interactive communication was placed on hold, context information related to when the interactive communication was placed on hold is gathered. The interactive communication is taken off hold and the context information is presented to the user; thus providing the user with the context of the interactive communication when it was placed on hold.

Claims

1. A method comprising:

sending and receiving at a network interface, an interactive communication;

placing by a communication processing module, the interactive communication on hold;

getting in a context module, context information related to when the interactive communication was placed on hold;

taking in the communication processing module, the interactive communication off hold; and

presenting in a user interface, the context information.

2. The method of claim 1, wherein getting the context information comprises getting the context information from a user.

3. The method of claim 1, wherein the interactive communication is an audio or video communication, the context information is a recorded segment of the interactive communication that was recorded prior to the interactive communication being placed on hold.

4. The method of claim 1, wherein the interactive communication is an audio or video communication and the context information is an identified word and/or phrase that was spoken during the interactive communication prior to the interactive communication being placed on hold.

5. The method of claim 1, wherein the context information is an emotional evaluation of the interactive communication prior to the interactive communication being placed on hold.

6. The method of claim 1, wherein the interactive communication is a video communication and the context information comprises at least one of the following:

a specific slide of a presentation that was displayed at the time the video communication was placed on hold, a specific view of a document that was displayed at the time the video communication was placed on hold, and a picture of the video communication at the time the video communication was placed on hold.

7. The method of claim 1, wherein the interactive communication is a video communication or an audio communication and the context information is a recording of at least a portion of the interactive communication after the interactive communication was placed on hold.

8. The method of claim 1, wherein the context information comprises information that a user entered and a recorded segment of the interactive communication that was recorded prior to the interactive communication being placed on hold, and further comprising the step of presenting to the user a context selection window that gives the user the option to view the information that the user entered, to play the recorded segment of the interactive communication, and/or to return to the interactive communication.

9. The method of claim 1, wherein the context information is received from a user and further comprising the steps of:

forwarding by the communication processing module, the interactive communication to a communication device;

sending by the context module the context information to the communication device in response to the forwarding;

taking the interactive communication off hold in the communication device; and

presenting the context information in the communication device.

10. The method of claim 9, wherein the context information further comprises an emotional evaluation of the interactive communication and/or identified words or phrases that were spoken during the interactive communication prior to the interactive communication being placed on hold.

11. The method of claim 1, wherein the context information is an emotional evaluation of the interactive communication and the context information is displayed using at least one of different colors, fonts, italics, windows, menus, icons, and pop-ups based on the emotional evaluation.

12. A system comprising:

a network interface configured to send and receive an interactive communication;

a communication processing module configured to place the interactive communication on hold and take the interactive communication off hold;

a context module configured to get context information related to when the interactive communication was placed on hold; and

a user interface configured to present the context information.

13. The system of claim 12, wherein the context module is configured to get the context information from a user.

14. The system of claim 12, wherein the interactive communication is an audio or video communication and the context module is further configured to get the context information by recording a segment of the interactive communication that was recorded prior to the interactive communication being placed on hold.

15. The system of claim 12, wherein the interactive communication is an audio or video communication and the context module is further configured to get the context information by identifying a word and/or phrase that was spoken during the interactive communication prior to the interactive communication being placed on hold.

16. The system of claim 12, wherein the context module is further configured to get the context information by performing an emotional evaluation of the interactive communication prior to the interactive communication being placed on hold.

17. The system of claim 12, wherein the interactive communication is a video communication and the context information comprises at least one of the following:

a specific slide of a presentation that was displayed at the time the video communication was placed on hold, a specific view of a document that was displayed at the time the video communication was placed on hold, and a picture of the video communication at the time the video communication was placed on hold.

18. The system of claim 12, wherein the interactive communication is a video communication or an audio communication and the context module is further configured to get the context information by recording at least a portion of the interactive communication after the interactive communication was placed on hold.

19. The system of claim 12, wherein

the context module is further configured to get the context information from a user, and to get the context information by recording a segment of the interactive communication, and wherein the segment of the interactive communication was recorded prior to the interactive communication being placed on hold;

and

the user interface is further configured to present to the user a context selection window that gives the user the option to view the context information that the user entered, to play the recorded segment of the interactive communication, and/or to return to the interactive communication.

20. The system of claim 12, wherein the context information is received from a user and the communication processing module is further configured to forward the interactive communication to a communication device, the context module is further configured to send the context information to the communication device in response to the forwarding, and the communication device is configured to take the interactive communication off hold and present the context information.

21. The system of claim 20, wherein the context module is further configured to get the context information by making an emotional evaluation of the interactive communication and/or by identifying words or phrases that were spoken during the interactive communication prior to the interactive communication being placed on hold.

22. The system of claim 12, wherein the context information is an emotional evaluation of the interactive communication and the context information is displayed using at least one of different colors, fonts, italics, windows, menus, icons, and pop-ups based on the emotional evaluation.