Context aware interaction

• US 9,159,037 B2
• Filed: 06/14/2011
• Issued: 10/13/2015
• Est. Priority Date: 06/14/2011
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Mezhibovsky, Vladimir, Korolev, Nikolay, Ristock, Herbert
• Primary Examiner(s): Pollack, Melvin H
• Application Number:
  US13/159,885
• Publication Number:
  US 20120323997A1
• Time in Patent Office: 1,582 Days
• Field of Search: 709/204
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/06314 Calendaring for a resource
• CPC Class Codes: G06Q 10/1093 Calendar-based scheduling for persons or groups
• CPC Class Codes: G06Q 10/1095 Meeting or appointment
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/222 using geographical location information, e.g. messages transmitted or received in proximity of a certain spot or area
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/52 specially adapted for the location of the user terminal

Abstract

A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.

Claims

1. A network-connected server for meeting initiation, comprising:

a processor; and

a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

receive an indication of an incoming communication associated with a first user;

determine whether or not there is an agent available for handling the incoming communication in response to receiving the incoming communication;

receive an availability preference for the first user in response to determining that the agent is not available, wherein the availability preference defines a condition for which the first user is available or is not available to engage in a communication;

monitor availability of the first user and a second user, wherein the availability of the first user is based at least partially on the availability preference; and

initiate a communication connection between a first communication appliance operated by the first user and a second communication appliance operated by the second user in response to the first user and the second user being mutually available.

2. The network-connected server of claim 1, wherein the instructions further cause the processor to transmit an availability status message to the first communication appliance operated by the first user, the availability status message comprising a status of the availability of the second user.

3. The network-connected server of claim 1, wherein the availability preference comprises information related to a schedule of the first user.

4. The network-connected server of claim 1, wherein the availability preference comprises information related to a geo-location of the first user.

5. The network-connected server of claim 1, wherein the instructions further cause the processor to discontinue monitoring the availability of the first user and the second user in response to the first user and the second user not being mutually available after a time-out period has elapsed.

6. The network-connected server of claim 1, wherein the instructions further cause the processor to automatically initiate the communication connection between the first communication appliance and the second communication appliance in response to the first user and the second user being mutually available.

7. The network-connected server of claim 1, wherein the instructions further cause the processor to:

transmit a request to the first communication appliance to initiate the communication connection between the first communication appliance and the second communication appliance; and

receive a confirmation from the first communication appliance to initiate the communication connection.

8. The network-connected server of claim 1, wherein the first communication appliance comprises a mobile telephone.

9. The network-connected server of claim 1, wherein instructions further cause the processor to monitor an availability of a plurality of agents, wherein the second user is selected from among the agents.

10. The network-connected server of claim 9, wherein the instructions further cause the processor to associate the first user with a queue while monitoring the availability of the agents.

11. A method for meeting planning and initiation, the method comprising:

receiving, by a processor, an indication of an incoming communication associated with a first user;

determining, by the processor, whether or not there is an agent available for handling the incoming communication in response to receiving the incoming communication;

receiving, by a processor, an availability preference for the first user in response to determining that the agent is not available, wherein the availability preference defines a condition for which the first user is available or is not available to engage in a communication;

monitoring, by the processor, availability of the first user and a second user, wherein the availability of the first user is based at least partially on the availability preference; and

initiating, by the processor, a communication connection between a first communication appliance operated by the first user and a second communication appliance operated by the second user in response to the first user and the second user being mutually available.

12. The method of claim 11, further comprising transmitting an availability status message to the first communication appliance operated by the first user, the availability status message comprising a status of the availability of the second user.

13. The method of claim 11, wherein the availability preference comprises information related to a schedule of the first user.

14. The method of claim 11, wherein the availability preference comprises information related to a geo-location of the first user.

15. The method of claim 11, further comprising discontinuing monitoring the availability of the first user and the second user in response to the first user and the second user not being mutually available after a time-out period has elapsed.

16. The method of claim 11, further comprising automatically initiating the communication connection between the first communication appliance and the second communication appliance in response to the first user and the second user being mutually available.

17. The method of claim 11, further comprising:

transmitting a request to the first communication appliance to initiate the communication connection between the first communication appliance and the second communication appliance; and

receiving a confirmation from the first communication appliance to initiate the communication connection.

18. The method of claim 11, wherein the first communication appliance comprises a mobile telephone.

19. The method of claim 11, further comprising monitoring an availability of a plurality of agents, wherein the second user is selected from among the agents.

20. The method of claim 19, further comprising associating the first user with a queue while monitoring the availability of the agents.