Context sensitive, cloud-based telephony

• US 8,898,219 B2
• Filed: 07/16/2010
• Issued: 11/25/2014
• Est. Priority Date: 02/12/2010
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Ricci, Christopher
• Primary Examiner(s): RECEK, JASON D
• Application Number:
  US12/837,762
• Publication Number:
  US 20110202594A1
• Time in Patent Office: 1,593 Days
• Field of Search: 709/203
• US Class Current: 709/203
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1093 by adding participants; by removing participants
• CPC Class Codes: H04M 2201/20 Scanners
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 3/44 Additional connecting arrangements for providing access to frequently-wanted subscribers, e.g. abbreviated dialling at the subscriber's set H04M1/27; automatic redialling H04M3/424
• CPC Class Codes: H04M 3/4931 Directory assistance systems

Abstract

Embodiments of the present invention are directed to a communication system that provides various automated operations, including searches of public and private resources for third party information, performance of operations to assist a user in response to keyword identification in an audio, text or video stream, and speed dial updates based on calling frequencies to various telephone numbers.

Claims

1. A method, comprising:

determining at least one of an electronic address and identifier of a third party;

determining, by a user'"'"'s communication device, third party information to be located;

determining, by the user'"'"'s communication device and based on the third party information to be located, an information server to be contacted;

requesting, by the user'"'"'s communication device, the information server to locate, by a search, the third party information, wherein the search uses the at least one of an electronic address and third party identifier and wherein the search includes a public resource other than a presence service;

receiving, by the user'"'"'s communication device and from the information server, search results; and

presenting, by the user'"'"'s communication device, the search results to a user, wherein a level of trust is determined by the information server to exist between the user and the third party, wherein the information server selects a search strategy for the third party information based on the level of trust, and wherein differing levels of trust correspond to differing search strategies.

2. The method of claim 1, wherein the third party information comprises a plurality of electronic addresses associated with the third party, a name of the third party, a subject identifier, a display segment customized for the third party, and a physical address associated with the third party, wherein the user is a subscriber to an enterprise network, wherein the user'"'"'s communication device is controlled by the enterprise network, wherein the user'"'"'s communication device is a circuit-switched telephone, wherein the information server to be contacted is part of the enterprise network, and wherein the search is performed by accessing first resources in the enterprise network and second resources outside the enterprise network.

3. The method of claim 1, wherein the third party information comprises a plurality of electronic addresses associated with the third party, a name of the third party, a subject identifier, a display segment customized for the third party, and a physical address associated with the third party, wherein the user is a subscriber to an enterprise network, wherein the user'"'"'s communication device is controlled by the enterprise network, wherein the user'"'"'s communication device is a telephone, wherein the information server to be contacted is part of the enterprise network, and wherein the search is performed by accessing, via different searches, first resources in the enterprise network and second resources outside the enterprise network.

4. The method of claim 1, wherein the user'"'"'s communication device is involved in a voice communication session with a communication device of the third party, wherein a virtual assistant module receives, while the voice communication session is in progress, a voice stream exchanged between the communication devices, wherein the virtual assistant module converts the voice stream into a text equivalent, wherein the virtual assistant module parses the text equivalent for at least one keyword, and wherein the virtual assistant module, based on a result of the textual parsing, accomplishes at least one of (a) determines the third party information to be located;

(b) creates a text communication to the electronic address of the third party;

(c) accesses a stored file for presentation to the user;

(d) creates an electronic calendar entry; and

(e) causes the creation of a billing entry.

5. The method of claim 4, wherein sub-step (b) is performed and wherein the text communication is one of an e-mail and instant message.

6. The method of claim 5, wherein the communication is an email and wherein creating the text communication to the electronic address of the third party comprises creating an email form that is populated with the electronic address of the third party.

7. The method of claim 4, wherein sub-step (c) is performed and wherein the stored file is a document associated with the third party.

8. The method of claim 4, wherein sub-step (d) is performed and wherein creating the electronic calendar entry further comprises automatically populating the electronic calendar entry to invite the third party to an event represented by the calendar entry using the electronic address of the third party.

9. The method of claim 1, wherein the user'"'"'s communication device is a telephone and the user is associated with a computer and further comprising:

receiving, by the computer, a user command to record an audio stream from the telephone; and

receiving, by the computer and from the telephone, the audio stream, the audio stream being received from the user by a handset of the telephone.

10. A non-transient computer readable medium comprising processor executable instructions for performing the steps of claim 1.

11. A processor enabled communication system operable to perform the steps of claim 1.

12. The method of claim 1, wherein the level of trust is that the user has a personal or business relationship with the third party and further comprising contacting the third party to get information about an additional party based on the level of trust.

13. A method, comprising:

while a voice session is in progress between first and second communication devices, receiving, by a processor executable virtual assistant module, a voice stream exchanged between the first and second communication devices of first and second participants, respectively;

while the voice session is in progress, converting, by the processor executable virtual assistant module, the voice stream into a text equivalent;

while the voice session is in progress, parsing, by the processor executable virtual assistant module, the text equivalent for at least one keyword, wherein the processor executable virtual assistant module, based on a result of the textual parsing, creates an electronic calendar entry and wherein creating the electronic calendar entry further comprises automatically populating the electronic calendar entry to invite the second participant to an event represented by the calendar entry using an electronic address of the second participant.

14. The method of claim 13, further comprising:

determining at least one of an electronic address and identifier of the second participant;

determining, by the first participant'"'"'s communication device and based on second participant information to be located, an information server to be contacted;

requesting, by the first participant'"'"'s communication device, the information server to locate, by a search, the second participant information, wherein the search uses the at least one of the electronic address and the identifier of the second participant, and wherein the search includes a resource other than a presence service;

receiving, by the first participant'"'"'s communication device and from the information server, search results; and

presenting, by the first participant'"'"'s communication device, the search results to the first participant.

15. The method of claim 14, wherein the second participant information comprises a billable service and wherein based on a subject identifier and a duration of use of the billable service, creating a billable entry that further comprises creating the billable entry based on the duration of use of the billable service.

16. The method of claim 13, further comprising:

in response to detecting the at least one keyword in the voice session, automatically logging a duration of the voice session; and

while the voice session is in progress and based on a result of the textual parsing,

causing, by the processor executable virtual assistant module, the creation of a billing entry based on the automatically logged duration of the voice session, wherein the billing entry is for a service provided by the first participant to the second participant.

17. A non-transient computer readable medium comprising processor executable instructions to perform the steps of claim 13.

18. A processor enabled communication system operable to perform the steps of claim 13.