Method and apparatus for ordering communications

• US 8,019,051 B1
• Filed: 08/16/2006
• Issued: 09/13/2011
• Est. Priority Date: 08/16/2006
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Childs, Jane, Saoumi, Ted
• Primary Examiner(s): Goins; Davetta W
• Assistant Examiner(s): ISLAM, MOHAMMAD K
• Application Number:
  US11/465,069
• Time in Patent Office: 1,854 Days
• Field of Search: 379/67.1, 379/68, 379/88.11, 379/88.04, 379/88.22, 379/88.26
• US Class Current: 379/67.1
• CPC Class Codes: H04M 1/72433 for voice messaging, e.g. dictaphones for answering incoming calls H04M1/64
• CPC Class Codes: H04M 2203/559 Sorting systems
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5335 Message type or catagory, e.g. priority, indication

Abstract

The present invention provides for the ranking of messages for presentation to a user based on user behavior with respect to previous messages received from ranked communication endpoints. In particular, the percentage of a message played back by a user can be used to assigned a rank for future messages received from the initiating communication endpoint associated with the subject message. Initiating communication endpoints associated with messages that the user has listened to all or a large proportion of are associated with a relatively high ranking that is applied to future messages from those communication endpoints. Initiating communication endpoints associated with messages that the user listens to only the message header or a small proportion of the message itself are assigned a relatively low ranking. Messages received as textual communications or by a unified messaging application may be ranked according to the order in which the user selects the messages for retrieval.

Claims

1. A method for ordering communications stored in a user message box, comprising:

placing a first plurality of messages in a user message box, wherein the user message box is maintained in data storage;

determining for each of the first plurality of messages an associated identifier using application programming running on a processor, wherein at least a first message included in the first plurality of messages is associated with a first identifier, wherein at least a second message included in the first plurality of messages is associated with a second identifier, and wherein the first and second identifiers are different from one another;

accessing by a user the user message box;

determining using the application programming an amount of a message accessed by the user for each message in the first plurality of messages;

from at least the determined amount of a message accessed by the user for each message in the first plurality of messages, predicting using the application programming a level of interest that the user will have in subsequent messages, wherein a first amount of the first message is accessed by the user, wherein a second amount of the second message is accessed by the user, wherein the first amount is greater than the second amount, wherein a first level of interest is predicted for messages associated with the first identifier, wherein a second level of interest is predicted for messages associated with the second identifier, and wherein the predicted first level of interest is higher than the predicted second level of interest;

from the predicted level of interest, assigning by the application programming a first rank to the first identifier and a second rank to the second identifier.

2. The method of claim 1, wherein said predicting a level of interest comprises:

presenting through a user output device at least one of information derived from the associated identifier and a message content for at least one of the first plurality of messages in the user message box to the user; and

determining a user action with respect to the at least one of the first plurality of messages.

3. The method of claim 1, further comprising:

at least second accessing by the user the user message box; and

presenting through a user output device at least one message from the user message box to the user, wherein the order of presentation for the at least one message is determined by the rank assigned to each identifier for each message in the user message box.

4. The method of claim 1, further comprising:

placing a second plurality of messages in the user message box;

determining for each of the second plurality of messages an associated identifier using the application programming, wherein at least one of said second plurality of messages is associated with an identifier that is the same as an identifier associated with at least one of the first plurality of messages;

for the at least one message included in the second plurality of messages having an identifier that is the same as an identifier associated with at least one of the first plurality of messages, ranking the message from the determined user action for the identifier associated with that message;

for any message included in the second plurality of messages having an identifier that is not the same as an identifier associated with at least one of the first plurality of messages, assigning a default ranking;

second accessing by a user the user message box; and

presenting at least one message from the user message box to the user, wherein the order of presentation for the second plurality of messages is determined by the rank assigned to each identifier for each message.

5. The method of claim 2, wherein the messages comprise voice mail messages,

wherein the user action with respect to any one of the first plurality of messages includes at least one of:

listening to no more than a message header or a portion of the message header;

listening to some percentage of the message following the message header;

wherein assigning a rank to each of the identifiers includes;

for messages that the user listened to some percentage of the message following the message header, assigning a rank according to the percentage of the message listened to;

for messages that the user listened to no more than a message header or a portion of the message header, assigning a rank that is lower than a rank of any one of the messages that the user listened to some percentage of the message following the message header.

6. The method of claim 5, wherein messages that the user listened to no more than a message header or a portion of the message header are further ranked according to time received.

7. The method of claim 5, wherein assigning a rank to each of the identifiers includes determining for each identifier associated with multiple messages an average percentage of the message following the message header that the user listened to.

8. The method of claim 5, further comprising:

receiving a user defined ranking for an identifier, wherein said user defined ranking overrides a determined ranking for the identifier.

9. The method of claim 5, wherein a rank assigned to each of the identifiers is revised each time the user accesses the user message box.

10. The method of claim 2, wherein the message comprises an email message,

wherein the user action with respect to any one of the first plurality of messages includes opening a message;

and

wherein assigning a rank to each of the identifiers includes determining an order in which the messages were opened by the user.

11. The method of claim 1, wherein a first number of the messages include messages comprising text and a second number of the messages comprise voicemail messages.

12. A system for providing ordered messages, comprising:

a messaging application operable to receive and store messages addressed to a user;

a message ranking application operable to rank a communication endpoint identifier associated with each message received by the messaging application, wherein a predicted order of preference is determined from the past behavior of the user, wherein the past behavior includes an amount of each message accessed by the user, wherein a first communication endpoint identifier associated with a first message is ranked higher than a second communication endpoint identifier associated with a second message where the user accesses more of the first message than the second message, and wherein the received messages are ranked according to the ranking of the communication endpoint identifier associated with the message;

a table in data storage containing the ranking determined by the message ranking application for each of a plurality of communication endpoint identifiers, wherein information identifying communication endpoints and an amount of a message accessed by the user from each identified communication endpoint is stored; and

a user communication interface operable to access the messages stored by the messaging application, and wherein the messages are presented to the user in an order according to the rank determined by the message ranking application.

13. The system of claim 12, further comprising:

a communication network; and

a plurality of communication endpoints interconnected to the messaging application by the communication network, wherein each of said plurality of communication endpoints is associated with an identifier, and wherein each of said plurality of communication endpoints is linked to at least one message stored by said messaging application by a respective identifier.

14. The system of claim 13, further comprising:

a messaging server, wherein the messaging server is interconnected to the user communication interface, wherein the messaging application is running on the messaging server.

15. The system of claim 14, wherein the message ranking application is running on the messaging server.

16. The system of claim 14, wherein the communication network interconnecting the plurality of communication endpoints associated with an identifier to the messaging application includes a first communication network, and wherein the user communication interface is interconnected to the messaging server by a second communication network.

17. The system of claim 12, wherein the user communication interface comprises a telephone.

18. The system of claim 12, wherein the user communication interface comprises a general purpose computer running a communication application.

19. A messaging system for predicting a user order of preference, comprising:

means for receiving and storing messages;

means for determining an identifier associated with a received message;

means for predicting a user preference comprising a ranking for association with messages from a particular identifier, wherein said predicted user preference is determined from past user action with respect to one or more other messages associated with the particular identifier, wherein said past user action includes a percentage of the one or more other messages associated with the particular identifier that is accessed by the user, and wherein a first identifier having a first percentage of the one or more other messages associated with the first identifier is ranked higher than a second identifier having a second percentage of the one or more messages associated with the second identifier where the first percentage is larger than the second percentage; and

means for presenting messages to the user in an order representing the predicted user preference.

20. The system of claim 19, wherein said messages include voice mail messages, wherein said means for predicting a user preference includes means for determining an average percentage of previous messages associated with the particular identifier listened to by the user.

21. The system of claim 19, wherein said means for predicting a user preference includes means for determining an order in which the user accesses said stored messages.