Method and system for supporting non-intrusive and effective voice communication among mobile users

• US 7,330,721 B2
• Filed: 05/07/2003
• Issued: 02/12/2008
• Est. Priority Date: 05/07/2002
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Johansson, Hans, Sharma, Sharad, Lobo, Jorge, Bhatia, Randeep
• Primary Examiner(s): ZEWDU, MELESS NMN
• Application Number:
  US10/431,651
• Publication Number:
  US 20040002329A1
• Time in Patent Office: 1,742 Days
• Field of Search: 4554561-4566, 455/401, 455/403, 455/404.1, 455/404.2, 455/412.1, 455/412.2, 455/413, 455/466, 4554141-4144, 455415-417, 455457-463, 455517-519, 455/550.1, 455/552.1, 4555561-5562, 455/553.1, 455565-567, 455/411, 455/419, 455/422.1, 455/456.4, 455/428, 455/560, 37920107-20111, 379/210.01, 379/210.02, 379/210.03, 379/100.05, 379/100.06, 379/142.01, 379/142.02, 379/142.03, 379/88.2, 379/164, 379/249, 379/201.02, 379/93.32
• US Class Current: 455/422.1
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/1008 Calls without connection establishment for implicit information transfer or as a service trigger
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/4211 where the identifier is used to access a profile
• 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 3/42374 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• 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

Abstract

A system and related method for supporting non-intrusive and effective voice communication among mobile users in which voice calls between mobile users are managed based on callee availability, caller-callee relationships, and non-intrusive information exchange, including interactive exchange at the time of call setup but prior to the call being answered. Callee availability can be based on callee device status, calendar activities, location, past behavior and other factors. The caller-callee relationships specify whether the callee is available, unavailable or on restricted availability relative to the caller. The interactive exchange can be implemented using voice and/or text/graphic displays on caller and callee mobile device. Callees are provided with options for handling the call. Callers are provided with information regarding the callee'"'"'s current and future availability and willingness to receive a voice call from the caller, thus maximizing the chance of caller reaching the callee on every voice call.

Claims

1. A method for supporting non-intrusive and effective voice communication among mobile users comprising:

managing voice calls between callers and callees based on callee availability, caller-callee relationships, and non-intrusive information exchange, including interactive exchange at the time of call setup but prior to a call being answered; and

facilitating execution of a call-handling option, during the call setup and prior to the call being answered, according to a caller-callee relationship and the information exchange, said information exchange includes providing call handling options to said callee, wherein facilitating execution of the option comprises;

providing at least two options for handling a voice call, wherein said call handling options include setting a callback alert that alerts said caller when said callee becomes available, asking said caller if said call is urgent, answering said call, diverting said caller to an options menu that allows said caller to send a callback message or leave a voice mail message, diverting said caller to an options menu that advises said caller to callback within a specified time frame and allows said caller to leave a voice mail message, and placing said call on hold;

receiving a selection of an option; and

facilitating execution of the selected option.

2. A method in accordance with claim 1 wherein said information exchange includes providing said caller with information regarding said callee'"'"'s current and future availability and willingness to receive a voice call from said caller, and providing call handling options to said caller.

3. A method in accordance with claim 2, wherein said call handling options include sending a callback message to said callee and leaving a voice mail message.

4. A method in accordance with claim 1 wherein said call handling options include allowing said callee to change said callee availability and said caller-callee relationship.

5. A method in accordance with claim 1 wherein said information exchange includes one or more of interactive voice response menus, graphical menus and text menus.

6. The method of claim 1, further comprising determining a callee status indicator to determine call availability.

7. A method in accordance with claim 6, wherein the callee status indicator comprises a selected one of free, busy and away.

8. A method in accordance with claim 7 wherein said callee status indicators are based on one or more of callee mobile device status, callee calendar activities, callee location and past callee behavior.

9. The method of claim 1, further comprising determining a caller status indicator to determine the caller-callee relationship.

10. A method in accordance with claim 9, wherein the caller status indicator comprises a selected one of available, unavailable or restricted availability.

11. The method of claim 1, wherein said information exchange comprises providing call handling options to a caller.

12. The method of claim 11, wherein the call handling options comprise communicating a callback message to the callee, allowing the caller to leave a voice mail message, and setting an alert that informs the caller of a first status indicator of a callee.

13. A system for supporting non-intrusive and effective voice communication among mobile users, said system operable to:

manage voice calls between mobile users based on callee availability, caller-callee relationships, and non-intrusive information exchange, including interactive exchange at the time of call setup but prior to the call being answered; and

facilitate execution of a call-handling option, during the call setup and prior to the call being answered, according to a caller-callee relationship and the information exchange, said information exchange includes providing call handling options to said callee, wherein facilitating execution of the option comprises;

providing at least two options for handling a voice call, wherein said call handling options include setting a callback alert that alerts said caller when said callee becomes available, asking said caller if said call is urgent, answering said call, diverting said caller to an options menu that allows said caller to send a callback message or leave a voice mail message, diverting said caller to an options menu that advises said caller to callback within a specified time frame and allows said caller to leave a voice mail message, and placing said call on hold;

receiving a selection of an option; and

facilitating execution of the selected option.

14. A system in accordance with claim 13 wherein said callee availability is determined by callee status indicators that include free, busy and away.

15. A system in accordance with claim 14 wherein said callee status indicators are based on one or more of callee mobile device status, callee calendar activities, callee location and past callee behavior.

16. A system in accordance with claim 13 wherein said caller-callee relationships are determined by caller status indicators that include available, unavailable or restricted availability.

17. A system in accordance with claim 13 wherein said information exchange includes providing said caller with information regarding said callee'"'"'s current and future availability and willingness to receive a voice call from said caller, and providing call handling options to said caller.

18. A system in accordance with claim 17 wherein said call handling options include sending a callback message to said callee and leaving a voice mail message.

19. A system in accordance with claim 13 wherein said call handling options include allowing said callee to change said callee availability and said caller-callee relationship.

20. A system in accordance with claim 13 wherein said information exchange includes one or more of interactive voice response menus, graphical menus and text menus.

21. A call management server for supporting non-intrusive and effective voice communication among mobile users, said system having a call manager operable to:

manage voice calls between mobile users based on callee availability and caller-callee relationships, and communication resources providing non-intrusive information exchange, including interactive exchange at the time of call setup but prior to the call being answered;

facilitate execution of a call-handling option, during the call setup and prior to the call being answered, according to a caller-callee relationship and the information exchange, wherein facilitating execution of the option comprises;

providing at least two options for handling a voice call;

receiving a selection of an option; and

facilitating execution of the selected option;

said callee availability being determined by callee status indicators that include free, busy and away;

said callee status indicators being based on one or more of callee mobile device status, callee calendar activities, callee location and past callee behavior;

said caller-callee relationship being determined by caller status indicators that include available, unavailable or restricted availability;

said information exchange including providing said caller with information regarding said callee'"'"'s current and future availability and willingness to receive a voice call from said caller, and providing call handling options to said caller;

said call handling options including sending a callback message to said callee, leaving a voice mail message and setting a callback alert that alerts said caller when said callee becomes available;

said information exchange including providing call handling options to said callee;

said call handling options including asking said caller if said call is urgent, answering said call, diverting said caller to an options menu that allows said caller to send a callback message or leave a voice mail message, diverting said caller to an options menu that advises said caller to callback within a specified time frame and allows said caller to leave a voice mail message, and placing said call on hold;

said call handling options including allowing said callee to change said callee availability and said caller-callee relationship; and

said information exchange including one or more of interactive voice response menus, graphical menus and text menus.

22. A method for supporting non-intrusive and effective voice communication among mobile users, comprising:

receiving a call request to communicate with a callee;

determining an availability status of the callee;

determining a relationship status of a caller;

facilitating an information exchange between the caller and the callee during call setup and before the call request is completed to determine an action to be executed on the call request; and

facilitating execution of the action, during the call setup and before the call request is completed, according to the relationship status of the callee and the information exchange, wherein facilitating execution of the action comprises;

providing at least two actions for handling the call request, wherein the at least two actions comprise setting an alert that informs the caller of the availability status of the callee, determining whether the call request is urgent, accepting the call request diverting the call request to an interactive voice response (IYR) system, diverting the call request to the IVR system that provides a callback time within a specified time frame, and placing the call request on hold;

receiving a selection of an action; and

facilitating execution of the selected action.

23. The method of claim 22, wherein the availability status is a selected one of free, busy, and away.

24. The method of claim 22, wherein the relationship status is an availability status according to a caller-callee relationship, and is a selected one of available, unavailable, and restricted availability.

25. The method of claim 22, wherein facilitating execution of the action comprises facilitating execution of the action by the caller if the relationship status of the caller comprises a first relationship status.

26. The method of claim 25, wherein the at least two actions comprise:

communicating a callback message to the callee; and

allowing the caller to leave a voice mail message.

27. The method of claim 25, wherein the first relationship status comprises an unavailable relationship status.

28. The method of claim 22, wherein facilitating execution of the action comprises facilitating execution of the action by the callee if the relationship status of the caller comprises a second relationship status.

29. The method of claim 28, wherein the second relationship status comprises a selected one of a restricted availability relationship status and an available relationship status.