System and method for providing interactive communications

• US 8,190,568 B2
• Filed: 05/20/2005
• Issued: 05/29/2012
• Est. Priority Date: 05/20/2005
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Caballero-McCann, Denise G., Levy, Stephen, Toebes, John A., Patel, Labhesh, Shaffer, Shmuel
• Primary Examiner(s): Perveen, Rehana
• Assistant Examiner(s): Hoffler, Raheem
• Application Number:
  US11/133,915
• Publication Number:
  US 20060265347A1
• Time in Patent Office: 2,566 Days
• Field of Search: None
• US Class Current: 707/617
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04L 67/63 Routing a service request depending on the request content or context
• CPC Class Codes: H04M 3/42374 where the information is provided to a monitoring entity such as a potential calling party or a call processing server

Abstract

A system and method for providing interactive communications includes receiving a communication from an originator destined for a persona. An identity of the persona is determined and one or more rules associated with the identity of the persona is determined. Presence information of the persona is obtained. The communication is sent to the persona in accordance with the determination of the identity of the persona, the one or more rules associated with the identity, and the presence information of the persona.

Claims

1. A method for providing interactive communications, comprising:

receiving a communication from a first of a plurality of communication devices associated with an originating persona, the communication destined for a targeted persona;

determining an identity of the targeted persona;

determining one or more rules associated with the identity of the targeted persona;

obtaining presence information of the targeted persona;

generating a script for sending the communication based on the identity of the targeted persona, the one or more rules associated with the identity of the targeted persona, and the presence information of the targeted persona, wherein the script indicates steps to follow for sending the communication to the targeted persona;

sending the communication to a first communication device associated with the targeted persona in accordance with the determination of the identity of the targeted persona, the one or more rules associated with the identity, and the presence information of the targeted persona;

sending, to the originating persona, a communication status that indicates a status of the communication sent to the first communication device associated with the targeted persona, wherein the communication status is sent after receiving the communication from the first of the plurality of communication devices associated with the originating persona and before the communication is received by the first communication device associated with the targeted persona;

determining whether the communication is received by the first communication device associated with the targeted persona;

sending the communication to a second communication device associated with the targeted persona if the first communication device associated with the targeted persona does not receive the communication;

sending an acknowledgement of the communication to the first of the plurality of communication devices associated with the originating persona if the communication is received by the targeted persona;

determining whether the acknowledgement is received by the first of the plurality of communication devices associated with the originating persona;

sending the acknowledgement of the communication, based on one or more rules associated with an identity of the originating persona, to a second of the plurality of communication devices associated with the originating persona if the first of the plurality of communication devices associated with the originating persona does not receive the acknowledgement, wherein sending the acknowledgement comprises;

determining the identity of the originating persona;

determining the one or more rules associated with the identity of the originating persona;

obtaining presence information of the originating persona;

sending the acknowledgement to a selected one of the first and the second of the plurality of communication devices associated with the originating persona based on the identity of the originating persona, the one or more rules associated with the identity, and the presence information of the originating persona.

2. The method of claim 1, wherein the communication includes an identity of the persona, an urgency of the communication, and a lifetime of the communication.

3. The method of claim 1, further comprising facilitating communication between the originator and the persona in accordance with the determination of whether the communication is received by the persona.

4. The method of claim 1, wherein the one or more rules associated with the identity of the persona vary depending on at least the persona and one or more communication devices of the persona.

5. The method of claim 1, wherein determining the one or more rules associated with the identity of the persona includes determining one or more communication devices associated with the persona.

6. The method of claim 1, wherein the communication is sent to a first one of a plurality of communication devices associated with the persona.

7. The method of claim 6, further comprising:

determining whether the communication is received at the first one of the plurality of communication devices associated with the persona;

sending the communication to a second one of the plurality of communication devices in accordance with the determination of whether the communication is received by the first one of the plurality of communication devices.

8. A system for providing interactive communications, comprising:

a plurality of communication devices operable to facilitate communication between a plurality of personas, each persona associated with at least one of the plurality of communication devices;

an identity database operable to store identity information of the plurality of personas;

a rules database operable to store rules associated with the identity information of the plurality of personas;

one or more presence servers operable to manage presence information of the plurality of personas;

a contact proxy coupled to the identity database, the rules database, and the one or more presence servers operable to receive a communication from a first of a plurality of communication devices associated with an originating persona, the communication destined for a particular targeted persona of the plurality of personas, the contact proxy further operable to determine an identity of the particular targeted persona, the contact proxy further operable to determine one or more rules associated with the identity of the particular targeted persona, the contact proxy further operable to obtain presence information of the particular targeted persona, the contact proxy further operable to generate a script, wherein the script is operable to indicate steps for sending the communication to the particular targeted persona, the contact proxy further operable to send a communication to a first communication device associated with the particular targeted persona in accordance with the determination of the identity information of the particular targeted persona, the one or more rules associated with the identity information, and the presence information of the particular targeted persona, the contact proxy further operable to;

send, to the originating persona, a communication status that indicates a status of the communication sent to the first communication device associated with the targeted persona, wherein the communications status is sent after receiving the communication from the first of the plurality of communication devices associated with the originating persona and after sending the communication to the first communication device associated with the targeted persona;

determine whether the communication is received by the first communication device associated with the particular targeted persona;

send the communication to a second communication device associated with the targeted persona if the first communication device associated with the targeted persona does not receive the communication;

send an acknowledgement of the communication to the first of the plurality of communication devices associated with the originating persona if the communication is received by the targeted persona;

determine whether the acknowledgement is received by the first of the plurality of communication devices associated with the originating persona;

send the acknowledgement of the communication, based on one or more rules associated with an identity of the originating persona, to a second of the plurality of communication devices associated with the originating persona if the first of the plurality of communication devices associated with the originating persona does not receive the acknowledgement, wherein sending the acknowledgement comprises;

determining the identity of the originating persona;

determining the one or more rules associated with the identity of the originating persona;

obtaining presence information of the originating persona;

sending the acknowledgement to a selected one of the first and the second of the plurality of communication devices associated with the originating persona based on the identity of the originating persona, the one or more rules associated with the identity, and the presence information of the originating persona.

9. The system of claim 8, wherein the communication includes an identity of the particular persona, an urgency of the communication, and a lifetime of the communication.

10. The system of claim 8, wherein the contact proxy is further operable to determine whether the communication is received by the particular persona.

11. The system of claim 10, wherein the contact proxy is further operable to send an acknowledgement to the originator of the communication in accordance with the determination of whether the communication is received by the persona.

12. The system of claim 10, wherein the contact proxy is further operable to facilitate communication between the originator and the particular persona in accordance with the determination of whether the communication is received by the persona.

13. The system of claim 8, wherein the contact proxy is operable to send the communication to one or more communication devices of the particular persona.

14. A system for providing interactive paging, comprising:

a computer operable to execute logic;

a non-transitory computer readable medium including logic, the logic operable, when executed, to;

receive a communication from a first of a plurality of communication devices associated with an originating persona, the communication destined for a targeted persona;

determine an identity of the targeted persona;

determine one or more rules associated with the identity of the targeted persona;

obtain presence information of the targeted persona;

generate a script for sending the communication based on the identity of the targeted persona, the one or more rules associated with the identity of the targeted persona, and the presence information of the targeted persona, wherein the script indicates steps to follow for sending the communication to the targeted persona;

send the communication to a first communication device associated with the targeted persona in accordance with the determination of the identity of the targeted persona, the one or more rules associated with the identity, and the presence information of the targeted persona;

send, to the originating persona, a communication status that indicates a status of sending the communication sent to the first communication device associated with the targeted persona, wherein the communication status is sent after receiving the communication from the first of the plurality of communication devices associated with the originating persona and before the communication is received by the first communication device associated with the targeted persona;

determine whether the communication is received by the first communication device associated with the targeted persona;

send the communication to a second communication device associated with the targeted persona if the first communication device associated with the targeted persona does not receive the communication;

send an acknowledgement of the communication to the first of the plurality of communication devices associated with the originating persona if the communication is received by the targeted persona;

determine whether the acknowledgement is received by the first of the plurality of communication devices associated with the originating persona;

send the acknowledgement of the communication, based on one or more rules associated with an identity of the originating persona, to a second of the plurality of communication devices associated with the originating persona if the first of the plurality of communication devices associated with the originating persona does not receive the acknowledgement, wherein sending the acknowledgement comprises;

determining the identity of the originating persona;

determining the one or more rules associated with the identity of the originating persona;

obtaining presence information of the originating persona;

sending the acknowledgement to a selected one of the first and the second of the plurality of communication devices associated with the originating persona based on the identity of the originating persona, the one or more rules associated with the identity, and the presence information of the originating persona.

15. The system of claim 14, wherein the logic is operable to determine whether the communication is received by the persona.

16. The system of claim 15, wherein the logic is operable to send an acknowledgement to the originator of the communication in accordance with the determination of whether the communication is received by the persona.

17. The system of claim 15, wherein the logic is operable to facilitate communication between the originator and the persona in accordance with the determination of whether the communication is received by the persona.

18. The system of claim 14, wherein the communication is sent to a first one of a plurality of communication devices associated with the persona.

19. The system of claim 18, wherein the logic is operable to:

determine whether the communication is received at the first one of the plurality of communication devices associated with the persona;

send the communication to a second one of the plurality of communication devices in accordance with the determination of whether the communication is received by the first one of the plurality of communication devices.

20. A method for providing interactive communications, comprising:

intercepting a first type of communication from a first of a plurality of communication devices associated with an originating persona, the communication destined for a targeted persona;

determining an identity of the targeted persona;

determining one or more rules associated with the identity of the targeted persona;

obtaining presence information of the targeted persona;

generating a script based on the identity of the targeted persona, the one or more rules associated with the identity of the targeted persona, and the presence information of the targeted persona, wherein the script indicates steps to follow for sending the communication to the targeted persona;

sending a second type of communication to a first communication device associated with the targeted persona based on the script;

sending, to the originating persona, a communication status that indicates a status of the second type of communication sent to the first communication device associated with the targeted persona, wherein the communication status is sent after receiving the communication from the first of the plurality of communication devices associated with the originating persona and before the second type of communication is received by the first communication device associated with the targeted persona;

determining whether the second type of communication is received by the first communication device associated with the targeted persona;

sending the second type of communication to a second communication device associated with the targeted persona if the first communication device associated with the targeted persona does not receive the second type of communication;

sending an acknowledgement of the communication to the first of the plurality of communication devices associated with the originating persona if the communication is received by the targeted persona;

determining whether the acknowledgement is received by the first of the plurality of communication devices associated with the originating persona;

sending the acknowledgement of the second type of communication, based on one or more rules associated with an identity of the originating persona, to a second of the plurality of communication devices associated with the originating persona if the first of the plurality of communication devices associated with the originating persona does not receive the acknowledgement, wherein sending the acknowledgement comprises;

determining the identity of the originating persona;

determining the one or more rules associated with the identity of the originating persona;

obtaining presence information of the originating persona;

sending the acknowledgement to a selected one of the first and the second of the plurality of communication devices associated with the originating persona based on the identity of the originating persona, the one or more rules associated with the identity, and the presence information of the originating persona.

21. The method of claim 20 further comprising sending a third type of communication to one of a plurality of communication devices based on the script.

22. The method of claim 20 further comprising transforming the first type of the communication to a second type of the communication.

23. The method of claim 20 further comprising sending the second type of communication to a second communication device associated with the targeted persona if the second type of communication is not received by a first communication device associated with the targeted persona after a predetermined time limit.