Unified communication escalation

• US 8,001,204 B2
• Filed: 10/12/2010
• Issued: 08/16/2011
• Est. Priority Date: 08/31/2006
• Status: Expired due to Fees

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Burtner, Edwin R., Gruver, Thomas V.
• Primary Examiner(s): SHIN, KYUNG H
• Application Number:
  US12/903,178
• Publication Number:
  US 20110029629A1
• Time in Patent Office: 308 Days
• Field of Search: 709/206, 709/207, 709/217, 709/202
• US Class Current: 709/206
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/56 Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]

Abstract

A method and system for providing message threads with messages of multiple modes of communication in a uniform manner is provided. A messaging system provides a unified communications user interface for message threads that include messages sent using different modes of communications. When a user wants to reply to a message of one mode with a message of another mode, the messaging system displays the communication client application context of the other mode so that the user can prepare and send the message using the appropriate functions. When the instant message is sent, the messaging system adds the instant message to the message thread so that it can be displayed as part of the message thread.

Claims

1. A method in a computing system with a processor and a memory for sending a message, the method comprising:

receiving from the user an indication to send a message to a recipient; and

after receiving the indication,

automatically determining by the computing system a send mode of communication to use when sending the message, the send mode being selected based on presence information of the recipient;

inputting from the user the message in context of the determined send mode; and

sending to the recipient the message in accordance with the determined send mode for the recipient,

wherein a subsequent reply to the message uses a reply mode of communication that is different from the determined send mode of communication and the message and the reply are stored as a multi-modal message thread.

2. The method of claim 1 including receiving the reply to the message, the reply using the reply mode of communication that is different from the determined send mode of communication.

3. The method of claim 2 including storing the message and the reply as the multi-modal message thread.

4. The method of claim 2 including displaying at the same time the message in context of the send mode of communication and the reply in the reply mode of communication.

5. The method of claim 4 including displaying in association with the displayed message an icon indicating the send mode of communication and displaying in association with the displayed reply an icon indicating the reply mode of communication.

6. The method of claim 1 including displaying to the user an indication of messages previously received by the user and wherein the receiving of the indication to send the message includes selecting to reply to a message previously received by the user.

7. The method of claim 6 wherein the send mode of communication of the message is different from the mode of communication of the message previously received by the user.

8. The method of claim 1 including displaying a multi-modal message thread by selecting each message of the thread and its mode of communication and displaying each message in context of its mode of communication.

9. The method of claim 1 wherein the determining of the reply mode of communication selects an online reply mode of communication when the presence of the recipient indicates that the recipient is online.

10. The method of claim 1 wherein when the send mode of communication is electronic mail message and the recipient is online, the reply mode of communication is instant messaging.

11. A computer-readable storage medium that is not a signal containing instructions for controlling a computing system to generate a multi-modal message thread, by a method comprising:

displaying to a user an indication of a previously received message, the message being sent from a sender in a send mode of communication;

receiving from the user an indication to reply to the displayed message; and

automatically determining by the computing system a reply mode of communication to use when replying to the message, the reply mode being selected based on presence information of the sender of the message and being different from the send mode of communication;

inputting from the user the reply in context of the determined reply mode of communication; and

sending to the sender the reply in accordance with the determined reply mode of communication.

12. The computer-readable storage medium of claim 11 including storing the message and the reply as a multi-modal message thread.

13. The computer-readable storage medium of claim 11 including displaying the multi-modal message thread by displaying each message in the thread in context of its mode of communication.

14. The computer-readable storage medium of claim 11 including receiving from the sender a second message, the second message being sent in a second send mode of communication that is different from the send mode of communication.

15. A computing device with a processor and a memory for communicating via a multi-modal message thread, comprising:

a component that presents to a user an indication of a previously received message, the message being sent from a sender in a send mode of communication;

a component that receives from the user an indication to reply to the message;

a component that determines a reply mode of communication to use when replying to the message, the reply mode of communication being selected based on presence information of the sender of the message and being different from the send mode of communication;

a component that inputs from the user the reply in context of the determined reply mode of communication; and

a component that sends to the sender the reply in accordance with the determined reply mode of communication

wherein the multi-modal message thread includes the message and the reply.

16. The computing device of claim 15 including a component that receives a second message that is a reply to the reply, the second message using a second send mode of communication that is different from the send mode of communication of the message.

17. The computing device of claim 16 including wherein the multi-modal message thread further includes the second message.

18. The computing device of claim 15 wherein the second send mode of communication is different from the reply mode of communication.

19. The computing device of claim 15 including a component that displays at the same time the message in context of the send mode of communication and the reply in the reply mode of communication.

20. The computing device of claim 19 including a component that displays in association with the displayed message an icon indicating the send mode of communication and displaying in association with the reply an icon indicating the reply mode of communication.