Automatic generation of mixed media messages

• US 7,729,479 B2
• Filed: 11/30/2004
• Issued: 06/01/2010
• Est. Priority Date: 11/30/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Hollatz, Mike, Peters, Michael, Dezonno, Anthony J.
• Primary Examiner(s): Anwah; Olisa
• Application Number:
  US10/999,445
• Publication Number:
  US 20060117098A1
• Time in Patent Office: 2,009 Days
• Field of Search: 379/93.32, 379/88.13, 379/88.17, 379/93.01, 379/201.01, 379/142.06, 379/265.01, 379/265.09, 370/261, 370/265
• US Class Current: 379/88.13
• CPC Class Codes: H04L 65/103 in the network
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A method and apparatus are provided for processing a contact with a client of an organization. The method includes the steps of a contact processing resource of the organization detecting a contact with the client through a first communication channel operating under a first communication format, the contact processing resource generating an information request based upon the contact with the client, transferring the information request to a media server of the organization and the media server sending an information response to the client through a second communication channel operating under a second communication format.

Claims

1. A method of processing a contact with a client of an organization, such method comprising:

a contact processing resource of the organization detecting a contact with the client through a first communication channel operating under a first communication format and recovering an identifier of the client through the first communication channel;

the contact processing resource generating an information request based upon the contact with the client;

transferring the information request to a media server of the organization;

retrieving a set of Internet addresses of active communication channels of the client from a SIP registrar; and

the media server selecting an active communication channel from the set of active communication channels as a second communication channel based upon a set of business rules and sending an information response to the client through the second communication channel operating under a second communication format where the second communication channel and second communication format are both different than the first channel and first communication format.

2. The method of processing the contact as in claim 1 further comprising recovering the second format from the client through the first communication channel.

3. The method of processing the contact as in claim 2 further comprising retrieving a source identifier of the contact.

4. The method of processing the contact as in claim 3 further comprising retrieving an information file compatible with the format of the second communication channel from a memory of the media server.

5. The method of processing the contact as in claim 2 further comprising determining a type of the contact based upon call associated information.

6. The method of processing the contact as in claim 5 further comprising selecting a message type for the information response based upon the contact type.

7. The method of processing the contact as in claim 1 wherein the step of generating the information request further comprises the contact processing resource presenting the client with a plurality of information presentation options and the client selecting one of the plurality of information presentation options.

8. The method of processing the contact as in claim 7 wherein the first channel further comprises a voice channel and one of the plurality of information presentation options is for presentation of the information response as an instant message through the second communication channel.

9. The method of processing the contact as in claim 1 further comprising defining the information response as a set of client-selectable options.

10. The method of processing the contact as in claim 9 further comprising the client electing one of the set of client-selectable options through the first channel.

11. An apparatus for processing a contact with a client of an organization, such apparatus comprising:

means for detecting a contact with the client through a first communication channel operating under a first communication format;

means for recovering an identifier of the client through the first communication channel;

means for generating an information request based upon the contact with the client;

means for retrieving a set of Internet addresses of active communication channels of the client;

means for selecting an active communication channel of the set of active communication channels as a second communication channel based upon a set of business rules; and

means for sending a response to the information request to the client through the second communication channel operating under a second communication format.

12. The apparatus for processing the contact as in claim 11 further comprising means for recovering the second format from the client through the first communication channel.

13. The apparatus for processing the contact as in claim 12 further comprising means for retrieving a source identifier of the contact.

14. The apparatus for processing the contact as in claim 13 further comprising means for retrieving an information file compatible with a format of the active communication channel from a memory of the media server.

15. The apparatus for processing the contact as in claim 12 further comprising means for determining a type of the contact based upon call associated information.

16. The apparatus for processing the contact as in claim 15 further comprising means for selecting a message type for the response based upon the contact type.

17. The apparatus for processing the contact as in claim 11 wherein the means for generating the information request further comprises means for presenting the client with a plurality of information presentation options and for allowing the client to select one of the plurality of information presentation options.

18. The apparatus for processing the contact as in claim 17 wherein the first channel further comprises a voice channel and one of the plurality of information presentation options is for presentation of the information response as an instant message through the second communication channel.

19. The apparatus for processing the contact as in claim 11 further comprising means for defining the information response as a set of client-selectable options.

20. The apparatus for processing the contact as in claim 19 further comprising means for allowing the client to elect one of the set of client-selectable options through the first channel.

21. An apparatus for processing a contact with a client of an organization, such apparatus comprising:

a contact processing resource that detects a contact with the client and an identifier of the client through a first communication channel operating under a first communication format and that generates an information request based upon the contact with the client; and

a media server that receives the information request and retrieves a set of internet addresses of active communication channels of the client, selects an active communication channel from the set of active communication channels as a second communication channel based upon a set of business rules, and sends a response to the information request to the client through the second communication channel operating under a second communication format.

22. The apparatus for processing the contact as in claim 21 further comprising recovering the second format from the client through the first communication channel.

23. The apparatus for processing the contact as in claim 22 further comprises a channel selection processor that retrieves an Internet address of an active communication channel of the client from a SIP registrar.

24. The apparatus for processing the contact as in claim 23 further comprising an information file compatible with a format of the active communication channel that is retrieved from a memory of the media server based upon a format of the second channel.

25. The apparatus for processing the contact as in claim 21 wherein the means for generating the information request further comprises an automatic voice response unit that presents the client with a plurality of information presentation options and allows the client to select one of the plurality of information presentation options.

26. The apparatus for processing the contact as in claim 25 wherein the first channel further comprises a voice channel and one of the plurality of information presentation options is for presentation of the information response as an instant message through the second communication channel.