Instant message contact router

• US 7,975,009 B2
• Filed: 10/25/2004
• Issued: 07/05/2011
• Est. Priority Date: 10/25/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Wilensky, Glenn
• Primary Examiner(s): Dalencourt; Yves
• Assistant Examiner(s): Lai; Michael C
• Application Number:
  US10/973,000
• Publication Number:
  US 20060089971A1
• Time in Patent Office: 2,444 Days
• Field of Search: 709/202, 709/206, 709/207, 379/265.02, 379/265.03, 379/265.05, 379/265.11
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: H04M 2203/5018 Initiating a conference during a two-party conversation, i.e. three-party service or three-way call
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service

Abstract

A method and apparatus are provided for processing an instant message within a system having a plurality agents for handling the instant message. The method includes the step of a buffer sever detecting an arrival of the instant message. The method also includes the steps of sending the instant message to one of a plurality of messages queues associated with the buffer server pending availability of one of the plurality of agents to handle the instant message and automatically generating and sending a status message to a source of the instant message while the message is in the message queue based upon the status of the instant message in the message queue.

Claims

1. A method of processing an instant message, from an instant message source, to a multi-agent contact distribution system having a plurality of agents for handling the instant message, the method comprising the steps of:

receiving at a proxy server a subscription message from the instant message source incorporating a published address of the multi-agent contact distribution system;

determining whether the multi-agent contact distribution system has registered a presence with a registration server and if registered, sending a message to the instant message source signaling availability of the multi-agent contact distribution system to receive instant messages and providing to the instant message source a unique instant message address different than the published address for the multi-agent contact distribution system to receive the instant message;

receiving at a buffer server the instant message addressed to the unique instant message address from the instant message source and setting up an instant message session between the instant message source and the multi-agent contact distribution system and assigning a unique session ID in response thereto;

sending the instant message to a message queue associated with the buffer server if none of the plurality of agents is available to handle the instant message; and

automatically generating and sending a status message to the instant message source of the instant message while the message is in the message queue based upon the status of the instant message in the message queue by setting up an instant message reporting session between the buffer server and a reporting processor, the reporting processor creating the status message, sending the status message via an instant message in the instant message reporting session to the buffer server, the buffer server translating the status message to readdress the status message to the instant message source and sending the translated message to the instant message source.

2. The method of processing the instant message as in claim 1 further comprising determining a message type from a content of the instant message.

3. The method of processing the instant message as in claim 2 wherein the unique instant message address is a destination universal resource indicator (URI) of the unique instant message address for the multi-agent contact distribution system.

4. The method of processing the instant message as in claim 3 wherein the step of determining the message type further comprises matching the destination universal resource indicator with one of a plurality of predetermined universal resource indicators.

5. The method of processing the instant message as in claim 2 wherein the step of determining the message type further comprises recovering a source universal resource indicator of the instant message.

6. The method of processing the instant message as in claim 2 further comprising selecting one of the plurality of agents to handle the instant message based upon the determined message type and transferring the instant message to the selected agent of the plurality of agents.

7. The method of processing the instant message as in claim 1 further comprising defining the status message as being an indicator of a number of messages in the message queue ahead of the instant message.

8. The message of processing the instant message as in claim 1 further comprising defining the status message as being a time estimate before the message will be distributed to an agent and sending the instant message to one of a plurality of queues based upon a message type of the instant message.

9. The method of processing the instant message as in claim 1 further comprising determining an estimated time until assignment and including the estimated time in the status message and forwarding the status message within a SIP transmission from the reporting processor through the buffer server to the instant message source.

10. The method of processing the instant message as in claim 9 wherein the step of forwarding further comprises converting a source and a destination URL or URI for the forwarded message received by the buffer server to match that of the buffer server and the instant message source, respectively.

11. An apparatus for processing an instant message from an instant message source to a multi-agent contact distribution system, the apparatus comprising:

a proxy server that receives a subscription message from the instant message source incorporating a published address of the multi-agent contact distribution system;

a server that determines whether the multi-agent contact distribution system has registered a presence with a registration server and if registered, sends a message to the instant message source signaling availability of the multi-agent contact distribution system to receive instant messages and providing a destination instant message address for the multi-agent contact distribution system to receive the instant message;

a buffer server that receives the instant message addressed to the destination instant message address from the instant message source;

a host that determines a message type from a content other than user identification information of the instant message;

a message queue that receives the instant message sent to the message queue based upon the determined message type;

a reporting processor that automatically generates and sends a status message to the instant message source based upon the status of the instant message in the message queue; and

a translation processor within the buffer server that forwards the status message, sent from the reporting processor by an instant message session to the buffer server, to the instant message source by converting a source and a destination URL or URI for the status message to match that of the buffer server and the instant message source, respectively.

12. The apparatus for processing the instant message as in claim 11 further comprising an agent selection application that selects one of the plurality of agents to handle the instant message.

13. The apparatus for processing the instant message as in claim 12 further comprising transferring the instant message to the selected agent of the plurality of agents.

14. The apparatus for processing the instant message as in claim 11 further comprising defining the status message as being an indicator of a number of messages in the queue ahead of the instant message.

15. The apparatus for processing the instant message as in claim 11 further comprising defining the status message as being a time estimate before the message will be distributed to an agent.

16. The apparatus for processing the instant message as in claim 11 wherein determining the message type further comprises recovering a destination universal resource indicator of the instant message.

17. The apparatus for processing the instant message as in claim 16 wherein determining the message type further comprises matching the recovered destination universal resource indicator with one of a plurality of predetermined universal resource indicators.

18. The apparatus for processing the instant message as in claim 16 wherein determining the message type further comprises recovering a source universal resource indicator of the instant message.

19. The apparatus for processing the instant message as in claim 11 further comprising the reporting processor forwarding the status message from the reporting processor to the instant message source through the buffer server.

20. The apparatus for processing the instant message as in claim 19 further comprising the buffer server converting a source and a destination URL or URI of the forwarded message to match that of the buffer server and the instant message source, respectively.