COMMUNICATION COLLABORATION

• US 20130238729A1
• Filed: 03/07/2013
• Published: 09/12/2013
• Est. Priority Date: 03/07/2012
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Holzman, Michael A., Nebolsky, Charles, Socher, Larry M., Walheim, Jon, Diamond, Steven W., Redey, Frank O., Pierce, Christopher J.
• Granted Patent: US 9,240,970 B2
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: H04L 12/1818 Conference organisation arrangements, e.g. handling schedules, setting up parameters needed by nodes to attend a conference, booking network resources, notifying involved parties
• 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 12/1836 with heterogeneous network architecture
• CPC Class Codes: H04L 51/066 Format adaptation, e.g. format conversion or compression
• CPC Class Codes: H04L 51/56 Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]
• CPC Class Codes: H04L 65/1059 End-user terminal functionalities specially adapted for real-time communication
• CPC Class Codes: H04L 65/403 Arrangements for multi-party communication, e.g. for conferences data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15
• CPC Class Codes: H04L 65/75 Media network packet handling
• CPC Class Codes: H04N 7/147 Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals selecting H04Q

Abstract

A communication collaboration system may include a memory storing machine readable instructions to receive a first signal representing a first mode of communication for a user. The communication collaboration system may further include machine readable instructions to seamlessly escalate the first signal to a second signal representing a second mode of communication for the user. The second mode of communication may be different from the first mode of communication. The communication collaboration system may further include a processor to implement the machine readable instructions.

Claims

1. A communication collaboration system comprising:

a memory storing machine readable instructions to;

receive a first signal representing a first mode of communication for a user; and

seamlessly escalate the first signal to a second signal representing a second mode of communication for the user, wherein the second mode of communication is different from the first mode of communication; and

a processor to implement the machine readable instructions.

2. The communication collaboration system of claim 1, wherein the first mode of communication is one of facsimile, voice, video, text, mobile short message service (SMS), multimedia messaging service (MMS), instant messaging (IM) chat, and email.

3. The communication collaboration system of claim 1, further comprising machine readable instructions to:

receive a plurality of different first signals, including the first signal, representing different first modes of communication for a plurality of users; and

seamlessly escalate each of the plurality of different first signals to the second signal representing the second mode of communication for each of the plurality of users, wherein the second mode of communication is different from each of the first modes of communication.

4. The communication collaboration system of claim 3, wherein the first modes of communication include at least two of facsimile, voice, video, text, mobile short message service (SMS), multimedia messaging service (MMS), instant messaging (IM) chat, and email.

5. The communication collaboration system of claim 1, further comprising machine readable instructions to:

record a communication session including the first signal representing the first mode of communication and the second signal representing the second mode of communication.

6. The communication collaboration system of claim 1, further comprising machine readable instructions to:

determine a first channel of communication from a plurality of first channels of communication associated with the first signal representing the first mode of communication; and

determine a second channel of communication from a plurality of second channels of communication associated with the second signal representing the second mode of communication,

wherein seamlessly escalating the first signal to the second signal comprises seamlessly escalating the first signal associated with the first channel of communication to the second signal associated with the second channel of communication.

7. The communication collaboration system of claim 1, wherein seamlessly escalating the first signal to the second signal further comprises machine readable instructions to:

convert the first signal from a first format associated with the first mode of communication to a second format associated with the second mode of communication.

8. The communication collaboration system of claim 1, wherein the first signal is an audio signal and the second signal includes video and audio signals, and wherein seamlessly escalating the first signal to the second signal further comprises machine readable instructions to:

seamlessly merge the audio signal associated with the first signal with the video and audio signals associated with the second signal.

9. The communication collaboration system of claim 1, further comprising machine readable instructions to:

translate the first signal to an intermediate canonical format; and

seamlessly escalate the first signal translated to the intermediate canonical format to the second signal.

10. The communication collaboration system of claim 1, further comprising machine readable instructions to:

determine a number of times the user associated with the first signal has initiated a communication session; and

route the user to a predetermined representative of a plurality of representatives based on the determined number of times.

11. The communication collaboration system of claim 1, wherein the second mode of communication is selectable by the user.

12. The communication collaboration system of claim 1, wherein the second mode of communication is selectable based on a capability of a communication device used by the user for the first mode of communication.

13. The communication collaboration system of claim 1, further comprising machine readable instructions to:

provide advertising customized to a profile of the user during a hold in a communication session.

14. The communication collaboration system of claim 1, further comprising machine readable instructions to:

seamlessly escalate the second signal representing the second mode of communication to a third signal representing a third mode of communication, wherein the third mode of communication is different from the first and second modes of communication.

15. The communication collaboration system of claim 14, wherein the first, second and third modes of communication include one of facsimile, voice, video, text, mobile short message service (SMS), multimedia messaging service (MMS), instant messaging (IM) chat, and email.

16. The communication collaboration system of claim 1, further comprising machine readable instructions to:

provide whiteboard capability with a communication session.

17. A method for communication collaboration, the method comprising:

receiving a first signal representing a first mode of communication for a user; and

seamlessly escalating, by a processor, the first signal to a second signal representing a second mode of communication for the user, wherein the second mode of communication is different from the first mode of communication.

18. The method of claim 17, wherein the first mode of communication is one of facsimile, voice, video, text, mobile short message service (SMS), multimedia messaging service (MMS), instant messaging (IM) chat, and email.

19. The method of claim 17, further comprising:

receiving a plurality of different first signals, including the first signal, representing different first modes of communication for a plurality of users; and

seamlessly escalating each of the plurality of different first signals to the second signal representing the second mode of communication for each of the plurality of users, wherein the second mode of communication is different from each of the first modes of communication.

20. A non-transitory computer readable medium having stored thereon machine readable instructions for communication collaboration, the machine readable instructions when executed cause a computer system to:

receive a first signal representing a first mode of communication for a user; and

seamlessly escalate, by a processor, the first signal to a second signal representing a second mode of communication for the user, wherein the second mode of communication is different from the first mode of communication.