Context aware call handling system

• US 7,415,104 B2
• Filed: 08/01/2003
• Issued: 08/19/2008
• Est. Priority Date: 08/12/2002
• Status: Active Grant

• Current Assignee: RingCentral Incorporated
• Original Assignee: Mitel Networks Corporation
• Inventors: Gray, Thomas A., Liscano, Ramiro, Choi, Yongseok, Radhakrishnan, Thiruvengadam
• Primary Examiner(s): Nguyen; Quynh H
• Application Number:
  US10/631,834
• Publication Number:
  US 20050100157A1
• Time in Patent Office: 1,845 Days
• Field of Search: 37920101-20112, 719310-313, 719/318, 719/328, 717/100, 717/101, 717/103
• US Class Current: 379/201.01
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/4217 Managing service interactions
• 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 76/20 Manipulation of established connections
• CPC Class Codes: H04W 8/183 Processing at user equipment or user record carrier

Abstract

A communication system comprising one or more ubiquitous sensor(s) for generating awareness data relating to a user, a context engine for receiving and processing the awareness data to determine the user'"'"'s current context for the purpose of event handling, a policy engine for receiving and relating at least one pertinent evidential indicator of an incoming event from a caller to the user'"'"'s current context and in response selecting a preferred event handling feature, and a delivery agent for executing the preferred event handling feature.

Claims

1. A context aware call handling system comprising:

a shared database;

a communication network;

a user interface for setting user preference call handling rules; and

an application level for making assertions to said shared database relating to current user context and incoming call information from a caller over said communication network, and in response handling said incoming call by applying said user preference call handling rules based on said user context and said call information; and

wherein

said application level further comprises a plurality of server modules and client modules for performing knowledge management and agent services, including;

a user knowledge management module for setting said current user context and said user preference call handling rules as assertions in said shared database;

a client agent services module for receiving a notification of said incoming call from said communication network and in response generating agent processing reguests as assertions in said shared database;

a system knowledge management module having a context set sub-module for administrator creation and modification of context hierarchy; and

a server agent services module for receiving said agent processing reguests via said shared database and in response assigning at least one relationship between said user and said caller, retrieving said at least one relationship between the user and said caller and said current user context, and selecting a single one of said user preference call handling rules based on said relationship.

2. A system as claimed in claim 1, wherein said user knowledge management module further includes a buddy-list set sub-module for user creation and maintenance of a list containing information about individuals and relationships between said individuals and said user, a relationship set sub-module for user definition of a relationship hierarchy between said individuals and said user, a schedule set sub-module for user schedule setting, and a user-rule set sub-module for user setting of preferences for call handling based on one or more or said buddy-list, relationship hierarchy, and schedule.

3. A system as claimed in claim 2, wherein said client agent services module further includes a call delivery (CD) agent for receiving notification from said communication network of said incoming call and in response generating a request for call processing, and a system management (SM) agent for receiving said request for call processing and in 5 response generating said agent processing requests.

4. A system as claimed in claim 3, wherein said server agent services module further includes a relationship assigning (RA) agent for assigning said at least one relationship between said user and said caller according to said buddy-list, a user rule assigning (URA) agent for retrieving said at least one relationship between the user and said caller and said current user context, and a user conflict resolving (UCR) agent for responding to said system management (SM) agent with said single one of said user preference call handling rules based on said at least one relationship.

5. A system as claimed in claim 4, wherein said user conflict resolving (UCR) agent selects as said single rule one of either:

a most specific one of said user preference call handling rules having more conditions than other ones of said rules, in the event that said rules have different numbers of conditions;

one of said user preference call handling rules having more specific conditions than other ones of said rules, in the event that said rules have identical numbers of conditions;

a most recently created one of said rules;

or

a randomly selected one of said rules.

6. A system as claimed in claim 1, further including a gateway between said call delivery (CD) agent and said communication network.

7. A system as claimed in claim 6, wherein said communication network is a PBX connected to the public switched telephone network (PSTN).

8. A system as claimed in claim 1, wherein said user interface includes windows for login, user preference rule setting, context setting and message display.

9. A system as claimed in claim 1, further including an event handler between said user interface and said application level for directing events from said user interface to appropriate modules of said application level.

10. A system as claimed in claim 1 wherein said shared database is a tuple space and said assertions are tuples.

15. A system as claimed in claim 2, further including a gateway between said call delivery (CD) agent and said communication network.

16. A system as claimed in claim 3, further including a gateway between said call delivery (CD) agent and said communication network.

17. A system as claimed in claim 4, further including a gateway between said call delivery (CD) agent and said communication network.

18. A system as claimed in claim 5, further including a gateway between said call delivery (CD) agent and said communication network.

19. A system as claimed in claim 1, wherein said user interface includes windows for login, user preference rule setting, context setting and message display.

20. A system as claimed in claim 2, wherein said user interface includes windows for login, user preference rule setting, context setting and message display.

21. A system as claimed in claim 3, wherein said user interface includes windows for login, user preference rule setting, context setting and message display.

22. A system as claimed in claim 4, wherein said user interface includes windows for login, user preference rule setting, context setting and message display.

23. A system as claimed in claim 5, wherein said user interface includes windows for login, user preference rule setting, context setting and message display.

24. A system as claimed in claim 6, wherein said user interface includes windows for login, user preference rule setting, context setting and message display.

25. A system as claimed in claim 7, wherein said user interface includes windows for login, user preference rule setting, context setting and message display.

11. A context aware call handling method according to user preference call handling rules, comprising:

receiving an incoming call from a caller to a user;

monitoring current context of said user;

applying said user preference call handling rules based on said user context and said call information,

a user setting at least one caller relationship to said user;

applying said user preference call handling rules based further on said at least one caller relationship;

setting said current user context and said user preference call handling rules as tuples in a tuple space;

receiving a notification of said incoming call and in response generating agent processing requests as tuples in said tuple space; and

receiving said agent processing reguests via said tuple space and in response assigning at least one relationship between said user and said caller, retrieving said relationship between the user and said caller and said current user context, and selecting a single one of said user preference call handling rules based on said relationship.

12. A method as claimed in claim 11, further comprising:

a user creating and maintaining a list containing information about individuals and relationships between said individuals and said user;

a user defining a relationship hierarchy between said individuals and said user;

a user setting a schedule; and

a user setting preferences for call handling based on one or more or said buddy-list, relationship hierarchy, and schedule.

13. A method as claimed in claim 11, wherein said step of selecting said single one of said user preference call handling rules further comprises selecting as said single rule one of either:

a most specific one of said user preference call handling rules having more conditions than other ones of said rules, in the event that said rules have different numbers of conditions;

one of said user preference call handling rules having a more specific conditions than other ones of said rules, in the event that said rules have identical numbers of conditions; and

otherwise

a most recently created one of said rules.

27. A method as claimed in claim 12, wherein said step of selecting said single one of said user preference call handling rules further comprises selecting as said single rule one of either:

a most specific one of said user preference call handling rules having more conditions than other ones of said rules, in the event that said rules have different numbers of conditions;

one of said user preference call handling rules having a more specific conditions than other ones of said rules, in the event that said rules have identical numbers of conditions; and

otherwise

a most recently created one of said rules.

14. A context aware call handling system comprising:

a shared database;

a communication network;

a user interface for setting user preference call handling rules;

an application level for making assertions to said shared database relating to current user context and incoming call information from a caller over said communication network, and in response handling said incoming call by applying said user preference call handling rules based on said user context and said call information; and

a gateway between said call delivery agent and said communication network, and wherein

said application level further comprises a plurality of server modules and client modules for performing knowledge management and agent services, including a user knowledge management module for setting said current user context and said user preference call handling rules as receiving a notification of said incoming call from said communication network and in response generating agent processing requests as assertions in said shared database, a system knowledge management module having a contest set sub-module for administrator creation and modification of context hierarchy, and a server agent services module for receiving said agent processing requests via said shared database and in response assigning at least one relationship between said user and said caller, retrieving said at least one relationship between the user and said caller and said current user context, and selecting a single one of said user preference call handling rules based on said relationship.

26. A context aware call handling method according to user preference call handling rules, comprising:

receiving an incoming call from a caller to a user;

monitoring current context of said user;

applying said user preference call handling rules based on said user context and said call information,

a user setting at least one caller relationship to said user;

applying said user preference call handling rules based further on said at least one caller relationship;

setting said current user context and said user preference call handling rules as tuples in a tuple space;

receiving a notification of said incoming call and in response generating agent processing requests as tuples in said tuple space; and

receiving said agent processing requests via said tuple space and in response assigning at least one relationship between said user and said caller, retrieving said relationship between the user and said caller and said current user context, and selecting a single one of said user preference call handling rules based on said relationship.