Method and apparatus for enterprise brokering of user-controlled availability

• US 8,782,313 B2
• Filed: 01/31/2005
• Issued: 07/15/2014
• Est. Priority Date: 01/31/2005
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: John, Ajita, Klemm, Reinhard P., Seligmann, Doree D.
• Primary Examiner(s): Myers, Paul R
• Assistant Examiner(s): DALEY, CHRISTOPHER ANTHONY
• Application Number:
  US11/047,001
• Publication Number:
  US 20060174250A1
• Time in Patent Office: 3,452 Days
• Field of Search: 709/313, 709/221, 116/202, 710/241, 719/313
• US Class Current: 710/241
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

Methods and apparatus are provided for controlling an availability of a user in an enterprise environment. If an enterprise user requests to change an availability status on one or more media, a determination is made as to whether to grant the request based on one or more predefined criteria associated with the enterprise. For example, the predefined criteria may comprise resource needs or one or more policies of the enterprise. The predefined criteria may be expressed as one or more rules in a rule base.

Claims

1. A method comprising:

receiving a request from an enterprise user to change a user-controlled availability status of the enterprise user for a communication in an enterprise communication environment;

routing the request to a request queue at an enterprise associated with the enterprise communication environment;

identifying an enterprise rule and a resource need for processing queued requests, wherein the enterprise rule comprises a priority of the resource need with respect to user-controlled availability, and wherein the resource need is quantified based on enterprise resource data to yield a resource need value, the enterprise resource data being based on a variety of sources in the enterprise, and the resource need comprising one of a workload, an enterprise service demand, an expertise requirement, and a user demand; and

brokering the change to the user-controlled availability status based on the request, the policy, and the resource need value to yield a brokered response to the request from the enterprise user.

2. The method of claim 1, wherein the brokering is further based on an attribute of the enterprise user.

3. The method of claim 2, further comprising determining the attribute of the enterprise user based on an enterprise directory of users.

4. The method of claim 1, brokering the change comprises:

rejecting the request based on at least one of the enterprise rule and the resource need;

placing the request back in the request queue for future re-evaluation of the request, wherein a re-evaluation of the request is triggered at periodic time intervals.

5. The method of claim 1, wherein a request manager is configured to send a notification to the enterprise user and remove the request from the request queue when the request is granted after the re-evaluation.

6. The method of claim 5, wherein the request queue implements an aging scheme for requests that are placed back in the request queue, wherein requests that are placed back in the request queue are tagged with a counter that reflects the amount of time they have been placed back in the request queue, the aging scheme defining respective priorities for aged requests in the request queue, and wherein the enterprise user is prevented from changing the user-controlled availability status when the request is rejected.

7. The method of claim 5, wherein the request is queued for reevaluation when the request is denied.

8. The method of claim 1, wherein the request is processed by a client.

9. The method of claim 1, wherein the request is processed by a presence and availability server.

10. A system comprising:

a processor; and

a computer-readable storage device storing instructions which, when executed by the processor, cause the processor to perform operations comprising;

receiving a request from an enterprise user to change a user-controlled availability status of the enterprise user for a communication in an enterprise communication environment; and

routing the request to a request queue at an enterprise associated with the enterprise communication environment;

identifying an enterprise rule and a resource need for processing queued requests, wherein the enterprise rule comprises a priority of the resource need with respect to user-controlled availability, and wherein the resource need is quantified based on enterprise resource data to yield a resource need value, the enterprise resource data being based on a variety of sources in the enterprise, and the resource need comprising one of a workload, an enterprise service demand, an expertise requirement, and a user demand; and

brokering the change to the user-controlled availability status based on the request, the policy, and the resource need value to yield a brokered response to the request from the enterprise user.

11. The system of claim 10, wherein the brokering is further based on an attribute of the enterprise user.

12. The system of claim 11, the computer-readable storage medium having stored therein additional instructions which, when executed by the processor, result in an operation further comprising determining the attribute of the enterprise user based on an enterprise directory of users.

13. The system of claim 10, wherein brokering the change comprises:

rejecting the request based on at least one of the enterprise rule and the resource need;

routing the request back to the request queue for a re-evaluation of the request at periodic time intervals.

14. The system of claim 13, wherein a request manager is configured to send a notification to the enterprise user and remove the request from the request queue when the request is granted after the re-evaluation.

15. The system of claim 14, wherein the request queue implements an aging scheme for requests that are placed back in the request queue, wherein requests that are placed back in the request queue are tagged with a counter that reflects the amount of time they have been placed back in the request queue, the aging scheme defining respective priorities for aged requests in the request queue, and wherein the enterprise user is prevented from changing the user-controlled availability status when the request is rejected.

16. The system claim 14 wherein the request is queued for reevaluation when the request is denied.

17. The system of claim 10, wherein the request is processed by a client associated with the system.

18. The system of claim 10, wherein the request is processed by a presence and availability server associated with the system.

19. A computer-readable storage device storing instructions which, when executed by a processor, cause the processor to perform operations comprising:

receiving a request from an enterprise user to change a user-controlled availability status of the enterprise user for a in an enterprise communication environment;

routing the request to a request queue at an enterprise associated with the enterprise communication environment;

identifying an enterprise rule and a resource need for processing queued requests, wherein the enterprise rule comprises a priority of the resource need with respect to user-controlled availability, and wherein the resource need is quantified based on enterprise resource data to yield a resource need value, the enterprise resource data being based on a variety of sources in the enterprise, and the resource need comprising one of a workload, an enterprise service demand, an expertise requirement, and a user demand; and

brokering the change to the user-controlled availability status based on the request, the policy, and the resource need value to yield a brokered response to the request from the enterprise user, wherein the enterprise user is associated with an enterprise.

20. The computer-readable storage device of claim 19, wherein the criterion is expressed as a rule in a rule base, and wherein brokering is further based on an attribute of the enterprise user.