Automated selection of a backup recipient and distribution of an instant messaging request to the backup recipient

• US 7,295,657 B1
• Filed: 12/07/2004
• Issued: 11/13/2007
• Est. Priority Date: 12/07/2004
• Status: Active Grant

• Current Assignee: Snap, Inc.
• Original Assignee: International Business Machines Corporation
• Inventors: Keohane, Susann Marie, McBrearty, Gerald Francis, Shieh, Johnny Meng-Han, Mullen, Shawn Patrick, Murillo, Jessica
• Primary Examiner(s): Gauthier; Gerald
• Application Number:
  US11/006,125
• Time in Patent Office: 1,071 Days
• Field of Search: 379/211.02, 379/201.04, 379/88.23, 715/760, 715/780, 455/417, 709/206
• US Class Current: 379/88.23
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/214 using selective forwarding

Abstract

A method, system, and program for automated selection of a backup recipient and distribution of an instant messaging request to the backup recipient are provided. A communication support system detects a messaging request initiated by a requester for an intended recipient. The communication support system determines whether the intended recipient is available to respond to the messaging request from the requester. If the intended recipient is unavailable to respond to the messaging request from the requester, the communication support system searches at least one of a directory entry, a backup directory entry, and a schedule entry for the intended recipient to identify a designated backup for the messaging request. In particular, the designated backup recipient is selected from among multiple available backups where at least one characteristic of the messaging request matches at least one from among a current time period, a requester identity, and an intended subject matter specified in association with the designated backup recipient. Once the communication system selects a backup recipient, then the messaging request is distributed to the selected backup recipient, wherein the selected backup recipient is enabled then to respond to the messaging request.

Claims

1. A computer-implemented method for identifying a backup recipient for a chat message request when an intended recipient of said chat message request is unavailable to participate in a chat session, comprising:

detecting, at an instant messaging communication service provider system for facilitating chat sessions via a network between a plurality of separate users enabled to log in to said instant messaging communication service provider at a plurality of separate client systems, a chat messaging request from a requester from among said plurality of users to said intended recipient from among said plurality of users;

determining, at said instant messaging communication service provider system, whether said intended recipient is available to respond to said chat messaging request from said requester;

responsive to determining that said intended recipient is unavailable to respond to said messaging request from said requester, searching, at said instant messaging communication service provider system, at least one from among a directory entry for said intended recipient and a schedule for said intended recipient to identify a particular designated backup from among a plurality of separate designated backups to said intended recipient from among said plurality of users, wherein at least one characteristic of said chat messaging request matches at least one from among a current time period, a requester identity, and an intended subject matter specified in association with said particular designated backup;

distributing, by said instant messaging communication service provider system, said chat messaging request to said particular designated backup, wherein said particular designated backup is enabled to select whether to participate in a chat session by responding to said chat messaging request.

2. The computer-implemented method according to claim 1 for identifying a backup recipient for a chat message request, wherein determining whether said intended recipient is available to respond to said chat messaging request from said requester, further comprises:

detecting whether said intended recipient is available by analyzing at least one from among a chat messaging application setting indicating whether said intended recipient is responding to chat communications, a calendar entry for a current time period comprising at least one indicator of a current location of said intended recipient, a time delay in availability caused by said intended recipient'"'"'s actual current activity, and a device availability status for a device associated with said intended recipient.

3. The computer-implemented method according to claim 1 for identifying a backup recipient for a chat message request, wherein searching at least one from among a directory entry for said intended recipient and a schedule for said intended recipient to identify a particular designated backup from among a plurality of separate designated backups to said intended recipient from among said plurality of users, wherein at least one characteristic of said chat messaging request matches at least one from among a current time period, a requester identity, and an intended subject matter specified in association with said particular designated backup, further comprises:

prompting said requester, by said instant messaging communication service provider server, in a chat message requester interface of a client system logged onto by said requester with a request for said requester to specify an intended subject matter of a communication proceeding from said chat message request;

responsive to receiving a particular intended subject matter specified by said requester, parsing said particular intended subject matter for at least one subject keyword; and

searching, by said instant messaging communication service provider server, at least one from among said directory entry for said intended recipient and said schedule for said intended recipient for said particular designated backup specified to respond to said message request for said at least one subject keyword.

4. The computer-implemented method according to claim 1 for identifying a backup recipient for a chat message request, wherein searching at least one from among a directory entry for said intended recipient and a schedule for said intended recipient to identify a particular designated backup from among a plurality of separate designated backups to said intended recipient from among said plurality of users, wherein at least one characteristic of said chat messaging request matches at least one from among a current time period, a requester identity, and an intended subject matter specified in association with said particular designated backup, further comprises:

identifying a selection of backups from among said plurality of separate designated backups, wherein said at least one characteristic of said chat messaging request matches at least one from among said current time period, said requester identity, and said intended subject matter specified in association with each of said selection of backups from among said plurality of separate designated backups; and

selecting said particular designated backup from among said selection of backups based on a backup order preference.

5. The computer-implemented method according to claim 4 for identifying a backup recipient for a chat message request, further comprising:

detecting whether said particular designated backup is available to respond to said chat message request;

responsive to detecting that said particular designated backup is available to respond to said chat message request, distributing said chat messaging request to said particular designated backup;

responsive to detecting that said particular designated backup is unavailable to respond to said chat message request, selecting a next designated backup from among said selection of backups;

responsive to identifying said next designated backup, detecting whether said next designated backup is available to respond to said chat message request; and

responsive to detecting that said next designated backup is available to respond to said chat message request, distributing said chat messaging request to said next designated backup.

6. The computer-implemented method according to claim 1 for identifying a backup recipient for a chat message request, further comprising:

detecting said chat messaging request from said to said intended recipient, wherein said intended recipient is only identified by a role of said intended recipient and an intended subject matter of a chat session initiated from said chat messaging request;

comparing said role of said intended recipient and said intended subject matter of said chat session with at least one of a database matching said plurality of users to a plurality of separate roles and qualifications to discuss a plurality of separate subject matter to identify at least user specified to fill said role and qualified to discuss said intended subject matter; and

selecting said at least one user as said intended recipient.

7. The computer-implemented method according to claim 1 for identifying a backup recipient for a chat message request, wherein distributing said chat messaging request to said particular designated backup, further comprises:

opening, by said instant messaging communication service provider server, a communication channel for a chat session between a first client system logged onto by said particular designated backup and a second client system logged onto by said requester;

sending said chat messaging request identifying an identity for said requester, an identity for said intended recipient, and an indicator that said chat messaging request is directed to said particular designated backup because said intended recipient is unavailable from said instant messaging communication service provider server to said first client system logged onto by said designated backup, wherein said chat messaging request is displayed to said designated backup at said particular client system; and

updating, by said instant messaging communication service provider server, a chat messaging request interface at said second client system logged into by said requester to include an entry identifying that said chat messaging request is directed to a backup recipient.

8. A system for identifying a backup recipient for a chat message request when an intended recipient of said chat message request is unavailable to participate in a chat session, comprising:

an instant messaging communication service provider system enabled to detect a chat messaging request from a requester from among a plurality of users to said intended recipient from among a plurality of users via a communication network and facilitate chat sessions via said communication network between said plurality of users enabled to log in to said instant messaging communication service provider at a plurality of separate client systems;

said instant messaging communication service provider system further comprising;

means for determining whether said intended recipient is available to respond to said chat messaging request from said requester;

means, responsive to determining that said intended recipient is unavailable to respond to said messaging request from said requester, for searching at least one from among a directory entry for said intended recipient and a schedule for said intended recipient to identify a particular designated backup from among a plurality of separate designated backups to said intended recipient from among said plurality of users, wherein at least one characteristic of said chat messaging request matches at least one from among a current time period, a requester identity, and an intended subject matter specified in association with said particular designated backup;

means for distributing said chat messaging request to said particular designated backup, wherein said particular designated backup is enabled to select whether to participate in a chat session by responding to said chat messaging request.

9. The system according to claim 8 for identifying a backup recipient for a chat message request, wherein said means for determining whether said intended recipient is available to respond to said chat messaging request from said requester, said instant messaging communication service provider system further comprising:

means for detecting whether said intended recipient is available by analyzing at least one from among a chat messaging application setting indicating whether said intended recipient is responding to chat communications, a calendar entry for a current time period comprising at least one indicator of a current location of said intended recipient, a time delay in availability caused by said intended recipient'"'"'s actual current activity, and a device availability status for a device associated with said intended recipient.

10. The system according to claim 8 for identifying a backup recipient for a chat message request, wherein said means for searching at least one from among a directory entry for said intended recipient and a schedule for said intended recipient to identify a particular designated backup from among a plurality of separate designated backups to said intended recipient from among said plurality of users, wherein at least one characteristic of said chat messaging request matches at least one from among a current time period, a requester identity, and an intended subject matter specified in association with said particular designated backup, further comprises:

means for prompting said requester in a chat message requester interface of a client system logged onto by said requester with a request for said requester to specify an intended subject matter of a communication proceeding from said chat message request;

means, responsive to receiving a particular intended subject matter specified by said requester, for parsing said particular intended subject matter for at least one subject keyword; and

means for searching at least one from among said directory entry for said intended recipient and said schedule for said intended recipient for said particular designated backup specified to respond to said message request for said at least one subject keyword.

11. The system according to claim 8 for identifying a backup recipient for a chat message request, wherein said means for searching at least one from among a directory entry for said intended recipient and a schedule for said intended recipient to identify a particular designated backup from among a plurality of separate designated backups to said intended recipient from among said plurality of users, wherein at least one characteristic of said chat messaging request matches at least one from among a current time period, a requester identity, and an intended subject matter specified in association with said particular designated backup, further comprises:

means for identifying a selection of backups from among said plurality of separate designated backups, wherein said at least one characteristic of said chat messaging request matches at least one from among said current time period, said requester identity, and said intended subject matter specified in association with each of said selection of backups from among said plurality of separate designated backups; and

means for selecting said particular designated backup from among said selection of backups based on a backup order preference.

12. The system according to claim 11 for identifying a backup recipient for a chat message request, said instant messaging communication service provider system further comprising:

means for detecting whether said particular designated backup is available to respond to said chat message request;

means, responsive to detecting that said particular designated backup is available to respond to said chat message request, for distributing said chat messaging request to said particular designated backup;

means, responsive to detecting that said particular designated backup is unavailable to respond to said chat message request, for selecting a next designated backup from among said selection of backups;

means, responsive to identifying said next designated backup, for detecting whether said next designated backup is available to respond to said chat message request; and

means, responsive to detecting that said next designated backup is available to respond to said chat message request, for distributing said chat messaging request to said next designated backup.

13. The system according to claim 8 for identifying a backup recipient for a chat message request, said instant messaging communication service provider system further comprising:

means for detecting said chat messaging request from said to said intended recipient, wherein said intended recipient is only identified by a role of said intended recipient and an intended subject matter of a chat session initiated from said chat messaging request;

means for comparing said role of said intended recipient and said intended subject matter of said chat session with at least one of a database matching said plurality of users to a plurality of separate roles and qualifications to discuss a plurality of separate subject matter to identify at least user specified to fill said role and qualified to discuss said intended subject matter; and

means for selecting said at least one user as said intended recipient.

14. The system according to claim 8 for identifying a backup recipient for a chat message request, wherein said means for distributing said chat messaging request to said particular designated backup, said instant messaging communication service provider system further comprises:

means for opening a communication channel for a chat session between a first client system logged onto by said particular designated backup and a second client system logged onto by said requester;

means for sending said chat messaging request identifying an identity for said requester, an identity for said intended recipient, and an indicator that said chat messaging request is directed to said particular designated backup because said intended recipient is unavailable to said first client system logged onto by said designated backup, wherein said chat messaging request is displayed to said designated backup at said particular client system; and

means for updating, by said instant messaging communication service provider server, a chat messaging request interface at said second client system logged into by said requester to include an entry identifying that said chat messaging request is directed to a backup recipient.

15. A program for identifying a backup recipient for a chat message request, said program embodied in a non-volatile or volatile computer-readable medium, said program comprising computer-executable instructions which cause a computer to perform the steps of:

detecting, at an instant messaging communication service provider system for facilitating chat sessions via a network between a plurality of separate users enabled to log in to said instant messaging communication service provider at a plurality of separate client systems, a chat messaging request from a requester from among said plurality of users to an intended recipient from among said plurality of users;

determining whether said intended recipient is available to respond to said chat messaging request from said requester;

responsive to determining that said intended recipient is unavailable to respond to said messaging request from said requester, searching at least one from among a directory entry for said intended recipient and a schedule for said intended recipient to identify a particular designated backup from among a plurality of separate designated backups to said intended recipient from among said plurality of users, wherein at least one characteristic of said chat messaging request matches at least one from among a current time period, a requester identity, and an intended subject matter specified in association with said particular designated backup;

distributing said chat messaging request to said particular designated backup, wherein said particular designated backup is enabled to select whether to participate in a chat session by responding to said chat messaging request.

16. The program according to claim 15 for identifying a backup recipient for a chat message request, wherein said step of searching at least one from among a directory entry for said intended recipient and a schedule for said intended recipient to identify a particular designated backup from among a plurality of separate designated backups to said intended recipient from among said plurality of users, wherein at least one characteristic of said chat messaging request matches at least one from among a current time period, a requester identity, and an intended subject matter specified in association with said particular designated backup, further comprises the steps of:

prompting said requester, by said instant messaging communication service provider server, in a chat message requester interface of a client system logged onto by said requester with a request for said requester to specify an intended subject matter of a communication proceeding from said chat message request;

responsive to receiving a particular intended subject matter specified by said requester, parsing said particular intended subject matter for at least one subject keyword; and

searching, by said instant messaging communication service provider server, at least one from among said directory entry for said intended recipient and said schedule for said intended recipient for said particular designated backup specified to respond to said message request for said at least one subject keyword.

17. The program according to claim 15 for identifying a backup recipient for a chat message request, wherein said step of searching at least one from among a directory entry for said intended recipient and a schedule for said intended recipient to identify a particular designated backup from among a plurality of separate designated backups to said intended recipient from among said plurality of users, wherein at least one characteristic of said chat messaging request matches at least one from among a current time period, a requester identity, and an intended subject matter specified in association with said particular designated backup, further comprises the steps of:

identifying a selection of backups from among said plurality of separate designated backups, wherein said at least one characteristic of said chat messaging request matches at least one from among said current time period, said requester identity, and said intended subject matter specified in association with each of said selection of backups from among said plurality of separate designated backups; and

selecting said particular designated backup from among said selection of backups based on a backup order preference.

18. The program according to claim 17 for identifying a backup recipient for a chat message request, said program further comprising the steps of:

detecting whether said particular designated backup is available to respond to said chat message request;

responsive to detecting that said particular designated backup is available to respond to said chat message request, distributing said chat messaging request to said particular designated backup;

responsive to detecting that said particular designated backup is unavailable to respond to said chat message request, selecting a next designated backup from among said selection of backups;

responsive to identifying said next designated backup, detecting whether said next designated backup is available to respond to said chat message request; and

responsive to detecting that said next designated backup is available to respond to said chat message request, distributing said chat messaging request to said next designated backup.

19. The program according to claim 15 for identifying a backup recipient for a chat message request, said program further comprising the steps of:

detecting said chat messaging request from said to said intended recipient, wherein said intended recipient is only identified by a role of said intended recipient and an intended subject matter of a chat session initiated from said chat messaging request;

comparing said role of said intended recipient and said intended subject matter of said chat session with at least one of a database matching said plurality of users to a plurality of separate roles and qualifications to discuss a plurality of separate subject matter to identify at least user specified to fill said role and qualified to discuss said intended subject matter; and

selecting said at least one user as said intended recipient.

20. The program according to claim 15 for identifying a backup recipient for a chat message request, wherein said step of distributing said chat messaging request to said particular designated backup, further comprises the step of:

opening, by said instant messaging communication service provider server, a communication channel for a chat session between a first client system logged onto by said particular designated backup and a second client system logged onto by said requester;

sending said chat messaging request identifying an identity for said requester, an identity for said intended recipient, and an indicator that said chat messaging request is directed to said particular designated backup because said intended recipient is unavailable from said instant messaging communication service provider server to said first client system logged onto by said designated backup, wherein said chat messaging request is displayed to said designated backup at said particular client system; and

updating, by said instant messaging communication service provider server, a chat messaging request interface at said second client system logged into by said requester to include an entry identifying that said chat messaging request is directed to a backup recipient.