Voice conference control from an instant messaging session using an automated agent

• US 8,139,752 B2
• Filed: 07/28/2006
• Issued: 03/20/2012
• Est. Priority Date: 07/28/2006
• Status: Active Grant

• Current Assignee: Arlington Technologies, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: Ubiquity Software Corp. Ltd. (Avaya Incorporated)
• Inventors: Darby, Matthew
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US11/495,018
• Publication Number:
  US 20080043986A1
• Time in Patent Office: 2,062 Days
• Field of Search: 379/265.02, 379 8817- 8822, 379/201.12, 709/229, 709/204, 380/255
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 2203/652 Call initiation triggered by text message
• CPC Class Codes: H04M 3/5322 for recording text messages
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15

Abstract

A system and method for using one communication mode, such as instant messaging, to initiate and manage an alternative communication mode conversation. In one exemplary embodiment, an automated agent transfers conversation participants from an instant messaging conversation to a voice conversation by accepting an instant message command from a conference organizer and interacting with a voice conversation platform to call the instant messaging conversation participants on the telephone. One or more conversation participants can manipulate the conversation via commands to the automated agent using the first communication mode.

Claims

1. A system, comprising:

an automated agent, wherein the automated agent interacts with one or more users of a plurality of users communicating electronically using a first communication mode and to facilitate an alternative communication mode conversation for use by two or more users of the plurality of users, the system executing the steps of;

displaying a list of potential participants of an instant messaging conversation, the list including an automated agent that is available for selection as a participant of the instant messaging conversation;

adding the automated agent as a participant of the instant messaging conversation in response to receiving, at a graphical user interface of an instant messaging platform, user input that indicates to add the automated agent as a participant of the instant messaging conversation, the instant messaging platform being a first mode of communication;

receiving an instant message transmitted to the automated agent from a participant of the instant messaging conversation, the instant message having a textual command to be executed by the automated agent, the textual command being a natural language command or quasi natural language command;

in response to receiving the textual command from the instant message to the automated agent, converting the textual command into instructions that cause initiation of a voice conferencing platform as an alternative mode of communication, the voice conferencing platform connecting participants of the instant messaging conversation via a voice conference call;

interfacing with the instant messaging platform and with the voice conferencing platform;

archiving information generated from the first mode of communication and from the alternative mode of communication; and

managing the voice conference call via instant messages received from one or more participants and received by the automated agent.

2. The system of claim 1 wherein the alternative communication mode platform comprises one or more of an audio platform and a video platform.

3. The system of claim 2 wherein the alternative communication mode platform interfaces with a mixer.

4. The system of claim 1 wherein the automated agent facilitates the alternative communication mode conversation based on commands from the one or more users, wherein the commands are sent using the first communication mode.

5. The system of claim 1 wherein the automated agent is server based.

6. The system of claim 1 wherein said automated agent comprises code for accepting responses, data and other information from said alternative communication mode and converts said information for presentation to users of said first communication mode consistent with a native communications protocol for said first communications mode.

7. A method for facilitating communication in an alternative communication mode, said method comprising:

displaying a list of potential participants of an instant messaging conversation, the list including an automated agent that is available for selection as a participant of the instant messaging conversation;

adding the automated agent as a participant of the instant messaging conversation in response to receiving, at a graphical user interface of an instant messaging platform, user input that indicates to add the automated agent as a participant of the instant messaging conversation, the instant messaging platform being a first mode of communication;

receiving an instant message transmitted to the automated agent from a participant of the instant messaging conversation, the instant message having a textual command to be executed by the automated agent, the textual command being a natural language command or quasi natural language command;

in response to receiving the textual command from the instant message to the automated agent, converting the textual command into instructions that cause initiation of a voice conferencing platform as an alternative mode of communication, the voice conferencing platform connecting participants of the instant messaging conversation via a voice conference call;

interfacing with the instant messaging platform and with the voice conferencing platform;

archiving information generated from the first mode of communication and from the alternative mode of communication; and

managing the voice conference call via instant messages received from one or more participants and received by the automated agent.

8. The method of claim 7, further comprising screening, by the automated agent, users for authorized use of the automated agent.

9. The method of claim 8, further comprising storing, by the automated agent, information about recurring conversations for quick conversation initiation.

10. The method of claim 9, wherein said automated agent comprises code for accepting responses, data and other information from said alternative communication mode and converts said information for presentation to users of said first communication mode consistent with a native communications protocol for said first communications mode.

11. The method of claim 10, further comprising managing the voice conference call via instant messages received from one or more participants.

12. The method of claim 11, wherein managing the voice conference call includes:

muting a specific recipient in response to receiving an instant message having a command to mute a specific participant from the voice conference call;

removing an identified participant from the conference call in response to receiving an instant message having a command to mute the identified participant from the voice conference call; and

identifying, as a conference organizer, a participant that initially sent an instant message to start the conference call.

13. The method of claim 7, wherein the voice conferencing platform connecting participants of the instant messaging conversation via a voice conference call includes the automated agent automatically gathering respective phone numbers of participants of the instant messaging conversation.

14. The method of claim 13, further comprising:

designating a conference organizer;

providing a first level of control of the voice conference call to the conference organizer, the first level of control corresponding to a first set of commands;

providing a second level of control of the voice conference call to participants of the voice conference, the second level of control corresponding to a second set of commands, the second set of commands having fewer commands than the first set of commands; and

in response to the automated agent receiving user input, via an instant message requesting information about the conference call, broadcasting information about the voice conference call via the instant messaging conversation including identifying participants and duration of the voice conference call.

15. The method of claim 14, wherein managing the voice conference call includes:

muting a specific recipient in response to receiving an instant message having a command to mute a specific participant from the voice conference call;

removing an identified participant from the conference call in response to receiving an instant message having a command to mute the identified participant from the voice conference call; and

identifying, as a conference organizer, a participant that initially sent an instant message to start the conference call.

16. The method of claim 15, further comprising:

screening, by the automated agent, users for authorized use of the automated agent;

the automated agent receiving participant voice input via the conference call, and converting the voice input to text input and presenting the text input to users via the instant messaging conversation;

the automated agent only accepting instant messaging commands from the designated conference organizer; and

storing, by the automated agent, information about recurring conversations and using the information about recurring conversations during conversation initiation.