Method and apparatus for automatic notification and response

• US 8,510,392 B2
• Filed: 10/01/2008
• Issued: 08/13/2013
• Est. Priority Date: 05/14/2002
• Status: Expired due to Term

• Current Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Original Assignee: Avaya Incorporated
• Inventors: Petsche, Thomas A., Ordille, Joan J.
• Primary Examiner(s): TRUONG, LAN DAI T
• Application Number:
  US12/243,442
• Publication Number:
  US 20090037548A1
• Time in Patent Office: 1,777 Days
• Field of Search: 709/206, 709/203, 709/227, 709/205
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/00 Administration; Management

Abstract

Notification and response system to enable applications to communicate with recipients using different media, by: sending requests to one or more recipients, using the medium specified by each individual recipient; collecting and processing responses; and forwarding responses to their final destination using the medium specified by the final destination. The request is delivered to a recipient according to their preferences. Communication flow expressions specify the recipients, and how, when and where each recipient receives the request. Requests are dynamically updated, and parameters of a communication flow expression are not evaluated, until the request is delivered. Communication flow rules specify recipient'"'"'s communication preferences and tailor communication flows to characteristics of the sender, the topic or scheduling constraints. Communication flow expressions are evaluated using a three-valued logic of notification success, failure, and possible failure. Primitives specify simultaneous or sequential contact, and when execution of the sub-expression should terminate.

Claims

1. A method comprising:

receiving, by a system from a sender;

(i) a first communication flow expression that comprises;

an identifier of a first recipient of a request;

how, when and where the first recipient will receive the request; and

what action to take if the first recipient fails to respond successfully to the request, wherein how the first recipient will receive the request comprises receiving a message in a first media format; and

(ii) a message;

replacing, by the system, the identifier of the first recipient with a second communication flow expression, wherein the second communication flow expression is defined by the first recipient, and the second communication flow expression defines how the second recipient will receive the message comprises receiving the message in a second media format;

transmitting, by the system, a notification indication to a second recipient based on the second communication flow expression that the message is available;

transmitting, by the system, the message to the second recipient based on the second communication flow expression and based on a status of the notification indication;

receiving, by the system, a response to the message from the second recipient; and

determining, by the first system, whether to transmit the message in a third media format to a third recipient based on the response;

wherein the first media format, the second media format and the third media format are independent.

2. The method of claim 1 wherein the system replaces the identifier of the first recipient with the second communication flow expression based on a rule, and wherein the rule is defined by the first recipient.

3. The method of claim 2 wherein the rule specifies that the identifier of the first recipient is to be replaced with the second communication flow expression when, and only when, a word in a title of the message matches a condition specified in the rule, and wherein the condition is defined by the first recipient.

4. The method of claim 2 wherein the rule specifies that the identifier of the first recipient is to be replaced with the second communication flow expression when, and only when, an identifier of the sender matches a condition specified in the rule, and wherein the condition is defined by the first recipient.

5. The method of claim 1 wherein transmitting the message by the system comprises simultaneously transmitting the message to the second recipient and a fourth recipient, and wherein the message is simultaneously transmitted based on the first system processing:

(i) the second communication flow expression, and

(ii) a primitive keyword of the second communication flow expression.

6. The method of claim 1 wherein transmitting the message by the system comprises sequentially transmitting the message to the second recipient and a fourth recipient, and wherein the message is sequentially transmitted based on the first system processing:

(i) the second communication flow expression, and

(ii) a primitive keyword of the second communication flow expression.

7. The method of claim 1 wherein transmitting the message to the second recipient comprises replacing an identifier of the second recipient in the second communication flow expression with a third communication flow expression defined by the second recipient.

8. The method of claim 7 wherein the message is transmitted to the second recipient based on:

(i) a desired communication media specified by the second recipient in the third communication flow expression, and

(ii) a temporal criteria specified by the second recipient in the third communication flow expression.

9. The method of claim 1 further comprising:

processing, by the system, the second communication flow expression to generate a list that comprises;

(i) a desired communication media of the second recipient, and

(ii) a desired communication media of a fourth recipient.

10. The method of claim 9 wherein the system transmits the message to:

(i) the second recipient based on the desired communication media of the second recipient specified in the list, and

(ii) the fourth recipient based on the desired communication media of the fourth recipient specified in the list.

11. The method of claim 10 wherein the second recipient and the fourth recipient are added to the list by the system based on a temporal criterion.

12. The method of claim 1 wherein determining whether to transmit the message to the third recipient based on the response from the second recipient comprises the tasks of:

detecting, by the system, the response from the second recipient;

retrieving, by the system, a third communication flow expression based on an identifier of the message;

processing, by the system, the third communication flow expression; and

transmitting, by the system, the message to the third recipient after processing the third communication flow expression, wherein the third recipient is different from the sender.

13. The method of claim 1 wherein determining whether to transmit the message to the third recipient based on the response from the second recipient comprises the tasks of:

detecting, by the system, the response from the second recipient;

retrieving, by the system, a third communication flow expression based on an identifier of the message;

processing, by the system, the third communication flow expression; and

transmitting, by the system, the response to the sender after processing the third communication expression, wherein the third recipient is different from the sender.

14. A method comprising:

receiving, by a first system from a second system;

(i) a first communication flow expression that comprises;

an identifier of a first recipient of a request;

how, when and where the first recipient will receive the request; and

what action to take if the first recipient fails to respond successfully to the request, wherein how the first recipient will receive the request comprises receiving a first message in a first media format; and

(ii) an identifier of the first message;

replacing, by the first system, the identifier of the first recipient with a second communication flow expression, wherein the second communication flow expression is defined by the first recipient, and the second communication flow expression defines how a second recipient will receive the first message comprises receiving the first message in a second media format;

processing, by the first system, the second communication flow expression to generate a first list that comprises;

(i) a desired communication media of the second recipient, and

(ii) a desired communication media of a third recipient; and

transmitting, by the first system, the first list to the second system

transmitting, by the first system, a notification indication to the second recipient based on the second communication flow expression that the first message is available;

transmitting, by the first system, the first message to the second recipient based on the second communication flow expression and based on a status of the notification indication;

receiving, by the first system, a response to the first message from the second recipient; and

determining, by the first system, whether to transmit the first message in a third media format to a third recipient based on the response;

wherein the first media format, the second media format and the third media format are independent.

15. The method of claim 14 wherein the first system replaces the identifier of the first recipient with the second communication flow expression based on a rule, and wherein the rule is defined by the first recipient.

16. The method of claim 15 wherein the rule specifies that the identifier of the first recipient is to be replaced with the second communication flow expression when, and only when, a word in a title of the first message matches a condition specified in the rule, and wherein the condition is defined by the first recipient.

17. The method of claim 15 wherein the rule specifies that the identifier of the first recipient is to be replaced with the second communication flow expression when, and only when, an identifier of the sender matches a condition specified in the rule, and wherein the condition is defined by the first recipient.

18. The method of claim 14 wherein the second system transmits the first message to:

(i) the second recipient based on the desired communication media of the second recipient specified in the first list, and

(ii) the third recipient based on the desired communication media of the third recipient specified in the first list.

19. The method of claim 14 wherein the second recipient and the third recipient are added to the first list by the first system based on a temporal criterion.

20. The method of claim 14 further comprising:

receiving, by the first system from the second system, a response to the first message;

retrieving, by the first system, a third communication flow expression based on the identifier of the first message;

processing, by the first system, the third communication flow expression to generate a second list that comprises a desired communication media of a fourth recipient; and

transmitting, by the first system, the second list to the second system.

21. The method of claim 14 further comprising:

receiving, by the first system from the second system, a response to the first message;

retrieving, by the first system, a third communication flow expression based on the identifier of the first message;

processing, by the first system, the third communication flow expression; and

transmitting, by the first system, a second message to the second system, wherein the second message indicates a completion of the third communication flow expression.