Method and apparatus for using mobility information to select profiles in network systems

• US 8,886,156 B2
• Filed: 08/05/2009
• Issued: 11/11/2014
• Est. Priority Date: 08/05/2009
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Khouri, Joseph F., Gatzke, Alan D., Philonenko, Laurent, Jain, Mukul, Kumar, Sanjeev
• Primary Examiner(s): Htun, San
• Assistant Examiner(s): OLIVER, GERALD L
• Application Number:
  US12/535,838
• Publication Number:
  US 20110034152A1
• Time in Patent Office: 1,924 Days
• Field of Search: 455/404.2, 455/407, 455/408, 455/412.2, 455/413, 455/414.1, 455/422.1, 455/425, 455/456.1, 455/456.5, 455/456.6, 455/457, 455/463, 455/466, 379/265.05, 379/265.09, 379/265.1, 379/265.11, 379/265.13, 379/266.01, 379/266.02, 701/201, 701/213, 340/426.19, 340/426.2, 340/539.13
• US Class Current: 455/404.2
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/53333 Message receiving aspects
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/027 using movement velocity, acceleration information
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 4/50 Service provisioning or reconfiguring
• CPC Class Codes: H04W 64/006 with additional information processing, e.g. for direction or speed determination
• CPC Class Codes: H04W 88/06 adapted for operation in multiple networks or having at least two operational modes, e.g. multi-mode terminals

Abstract

In one embodiment, a method includes obtaining mobility information associated with a remote device. The mobility information indicates whether the remote device is approximately stationary. The remote device interacts with a server. The method also includes determining if the mobility information indicates that the remote device is approximately stationary, and selecting a first profile of a plurality of profiles if the remote device is approximately stationary. If the remote device is not approximately stationary, a second profiled of the plurality of profiles is selected.

Claims

1. A method comprising:

obtaining mobility information associated with a first remote device, the mobility information being arranged to indicate whether the first remote device is approximately stationary, the first remote device being arranged to interact with a server, wherein the first remote device is associated with a first mobile agent;

determining if the mobility information indicates that the first remote device is approximately stationary;

selecting a first profile of a plurality of profiles if it is determined that the first remote device is approximately stationary;

obtaining a request for service from a caller to the server;

identifying the first mobile agent as being capable of servicing the request;

routing the request to the remote device if it is determined that the first remote device is approximately stationary as specified in the first profile;

selecting a second profile of the plurality of profiles if it is determined that the first remote device is not approximately stationary;

preventing the request from being routed to the first remote device if it is determine that the first remote device is not approximately stationary; and

routing the request to a second remote device if it is determined that the first remote device is not approximately stationary, the second remote device being associated with a second mobile agent.

2. The method of claim 1 wherein the server is included in a contact center, and wherein

obtaining the request for service from the server includes obtaining the request for service from the caller to the contact center.

3. The method of claim 2 wherein the plurality of profiles includes a third profile, the method further including:

determining a speed of the first remote device if it is determined that the first remote device is not approximately stationary, wherein selecting the second profile includes selecting the second profile if the speed of the first remote device is determined to be within a first range of speeds.

4. The method of claim 3 further including:

selecting the third profile if it is determined that the first remote device is not approximately stationary and the speed of the first remote device is determined to be within a second range of speeds, the second range of speeds being higher than a first range of speeds.

5. The method of claim 4 wherein the second profile and the third profile are arranged to specify a routing priority associated with the first remote device.

6. The method of claim 1 wherein the first remote device is associated with a subscriber to a messaging system and the server is associated with the messaging system, wherein obtaining the request for service form the caller to the server includes

obtaining a request to access the messaging system.

7. The method of claim 6 wherein the plurality of profiles includes a third profile, the method further including:

determining a speed of the first remote device if it is determined that the remote device is not approximately stationary, wherein selecting the second profile includes selecting the second profile if the speed of the remote device is determined to be within a first range of speeds; and

selecting the third profile if it is determined that the remote device is not approximately stationary and if the speed of the remote device is not within the first range of speeds.

8. The method of claim 6 wherein the request and the mobility information are obtained at approximately the same time.

9. The method of claim 6 wherein the messaging system is a voicemail system.

10. The method of claim 9 wherein the remote device includes a keypad and the plurality of profiles are voicemail profiles, and wherein the first profile allows a voicemail associated with the first remote device to be accessed using the keypad and the second profile allows the voicemail associated with the first remote device to be accessed but prevents the voicemail associated with the first remote device from being accessed using the keypad.

11. The method of claim 1 wherein the server is associated with a contact center system and the first remote device is associated with the first mobile agent of the contact center system, and wherein the first profile indicates that the first remote device is available to service a request and the second profile indicates that the first remote device is not available to service the request.

12. An apparatus comprising:

means for obtaining mobility information associated with a first remote device, the mobility information being arranged to indicate whether the first remote device is approximately stationary, the first remote device being arranged to interact with a server, wherein the first remote device is associated with a first mobile agent;

means for determining if the mobility information indicates that the first remote device is approximately stationary;

means for selecting a first profile of a plurality of profiles if it is determined that the first remote device is approximately stationary;

means for obtaining a request for service from a caller to the server;

means for identifying the first mobile agent as being capable of servicing the request;

means for routing the request to the remote device if it is determined that the first remote device is approximately stationary as specified in the first profile;

means for selecting a second profile of the plurality of profiles if it is determined that the remote device is not approximately stationary;

means for preventing the request from being routed to the first remote device if it is determine that the first remote device is not approximately stationary; and

means for routing the request to a second remote device if it is determined that the first remote device is not approximately stationary, the second remote device being associated with a second mobile agent.

13. A non-transitory computer-readable medium including computer code that is operable to:

obtain mobility information associated with a first remote device, the mobility information being arranged to indicate whether the first remote device is approximately stationary, the first remote device being arranged to interact with a server, wherein the first remote device is associated with a first mobile agent;

determine if the mobility information indicates that the first remote device is approximately stationary;

select a first profile of a plurality of profiles if it is determined that the first remote device is approximately stationary;

obtain a request for service from a caller to the server;

identify the first mobile agent as being capable of servicing the request;

route the request to the remote device if it is determined that the first remote device is approximately stationary as specified in the first profile;

select a second profile of the plurality of profiles if it is determined that the first remote device is not approximately stationary;

prevent the request from being routed to the first remote device if it is determine that the first remote device is not approximately stationary; and

route the request to a second remote device if it is determined that the first remote device is not approximately stationary, the second remote device being associated with a second mobile agent.

14. The computer-readable medium of claim 13 wherein the server is included in the contact center, and wherein the computer code operable to

obtain the request for service from the server is further operable to obtain the request for service from the caller to the contact center.

15. The computer-readable medium of claim 14 wherein if it is determined that the first remote device is not approximately stationary, the computer code is further operable to:

prevent the request from being routed to the first remote device if it is determined that the remote device is not approximately stationary.

16. The computer-readable medium of claim 14 wherein the plurality of profiles includes a third profile, the computer code further operable to:

determine a speed of the first remote device if it is determined that the remote device is not approximately stationary, wherein the logic operable to select the second profile is further operable to select the second profile if the first speed of the remote device is determined to be within a first range of speeds.

17. The computer-readable medium of claim 16 wherein the computer code is further operable to:

select the third profile if it is determined that the first remote device is not approximately stationary and the speed of the remote device is determined to be within a second range of speeds, the second range of speeds being higher than a first range of speeds.

18. The computer-readable medium of claim 17 wherein the second profile and the third profile are arranged to specify a routing priority associated with the first remote device.

19. The computer-readable medium of claim 13 wherein the first remote device is associated with a subscriber to a messaging system and the server is associated with the messaging system, the computer code further being operable to:

obtain a request to access the messaging system.

20. The computer-readable medium of claim 19 wherein the plurality of profiles includes a third profile, the computer code further being operable to:

determine a speed of the first remote device if it is determined that the first remote device is not approximately stationary, wherein the logic operable to select the second profile is further operable to select the second profile if the speed of the first remote device is determined to be within a first range of speeds.

21. The computer-readable medium of claim 19 wherein the request and the mobility information are obtained at approximately the same time.

22. The computer-readable medium of claim 19 wherein the messaging system is a voicemail system, and wherein the first remote device includes a keypad and the plurality of profiles are voicemail profiles, the first profile being arranged to allow a voicemail associated with the first remote device to be accessed using the keypad, the second profile being arranged to allow the voicemail associated with the first remote device to be accessed while preventing the voicemail associated with the first remote device from being accessed using the keypad.

23. An apparatus, the apparatus being one selected from the group including a contact center server and a voicemail server, the apparatus comprising:

a communications interface, the communications interface being arranged to obtain mobility information from a first remote device and a request for service from a caller, the mobility information being arranged to indicate an estimate of a speed at which the remote device is moving, wherein the mobility information includes a location of the remote device, a speed of the remote device, and an acceleration of the remote device; and

wherein the first remote device is associated with a first mobile agent, the mobility information being arranged to indicate whether the first remote device is approximately stationary

a data storage arrangement for storing the mobility information;

a processing arrangement, the processing arrangement including a mobility information collecting logic arranged to interface with the data storage and the communication interface, the processing arrangement being configured to

process the mobility information to identify a first profile of a plurality of profiles to implement with respect to the first remote device, wherein the first profile is identified based in part on whether the mobility information indicates that the remote device is approximately stationary,

the processing arrangement further being configured to select a second profile of the plurality of profiles if it is determined that the first remote device is not approximately stationary, to

prevent the request from being routed to the first remote device if it is determined that the first remote device is not approximately stationary, and

to route the request to a second remote device if it is determined that the first remote device is not approximately stationary;

the second remote device being associated with a second mobile agent.

24. The apparatus of claim 23 wherein the processing arrangement is further configured to implement the first profile if the mobility information indicates that the remote device is approximately stationary.

25. The apparatus of claim 24 wherein the processing arrangement is further configured to process the mobility information to identify a second profile of the plurality of profiles and to implement the second profile if the mobility information indicates that the remote device is moving.

26. The apparatus of claim 23 wherein the mobility information includes a location of the remote device, a speed of the remote device, and an acceleration of the remote device, and wherein the apparatus is one selected from the group including a contact center server and a voicemail server.