Far-end initiated mid-call notification via ring-ping

• US 9,571,651 B2
• Filed: 05/27/2015
• Issued: 02/14/2017
• Est. Priority Date: 05/27/2015
• Status: Active Grant

• Current Assignee: Arlington Technologies, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: Avaya Incorporated
• Inventors: Hp, Ananda, Bijwe, Sumit
• Primary Examiner(s): Nguyen, Khai N.
• Application Number:
  US14/722,512
• Publication Number:
  US 20160352903A1
• Time in Patent Office: 629 Days
• Field of Search: 379/210.01, 379/265.01, 379/265.02, 379/265.03, 379/265.04, 379/265.05, 379/265.06, 379/265.07, 379/265.08, 379/265.09, 379/265.1, 379/265.11, 379/265.12, 379/265.13, 379/265.14, 379/266.01, 379/266.02, 379/266.03, 379/266.04, 379/266.05, 379/266.06, 379/266.07, 379/266.08, 379/266.09, 379/266.1
• US Class Current: 1/1
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• CPC Class Codes: H04M 2203/352 In-call/conference information service
• CPC Class Codes: H04M 2203/404 Collaboration among agents
• CPC Class Codes: H04M 2203/5027 Dropping a party from a conference
• CPC Class Codes: H04M 3/428 Arrangements for placing incoming calls on hold
• CPC Class Codes: H04M 3/4286 Notifying a held subscriber when his held call is removed from hold
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/127 where the session control protocols comprise SIP and SS7

Abstract

Placing a call on hold provides advantages to the party initiating the hold. The party may engage in another call or perform another action and return to the call when convenient, provided the party placed on hold is still on the call. The party on hold monitors the inactive call and waits until the call is reactivated. The party on hold is provided with a means to alert the other party via a session initiation protocol (SIP) message formatted as a ring-ping message. The message is sent to the party who placed the call on hold and the user'"'"'s device activates an indicator, such as to alert the holding party that the held party wishes to re-engage the call. If the holding party does not un-hold the call or otherwise acknowledge the ring-ping indicator, another action can be initiated, such as by inviting another party to join the call.

Claims

1. A communication server, comprising:

a network interface that facilitates a call between a first user agent and a second user agent, the call being placed on hold by the second user agent; and

a processor that receives from the first user agent a ring-ping message while the call is on hold between the first user agent and the second user agent and forwards the ring-ping message to the second user agent to cause the second user agent to present a ring-ping notification; and

wherein the ring-ping message comprises a Session Initiation Protocol (SIP) INVITE message comprising a ring-ping header.

2. The communication server of claim 1, wherein the processor is further configured to monitor the call and determine that the second user agent has placed the call on hold by further determining the second user agent is not actively communicating with the call and in response to the determination, the processor causes the network interface to signal the first user agent to activate a ring-ping option as a prerequisite to the processor receiving the ring-ping message.

3. The communication server of claim 2, wherein the processor is further configured to determine that the second user agent on hold upon determining the second user agent has not actively communicated for a previously determined period of time.

4. The communication server of claim 2, wherein the processor is further configured to determine that the second user agent is not actively communicating upon determining that the call has been absent of content provided by a user associated with the second user agent for at least a previously determined period of time.

5. The communication server of claim 1, further comprising a SIP proxy.

6. The communication server of claim 1, wherein the processor is further configured to, upon determining the second user agent has not acknowledged the ring-ping message during a predetermined period of time starting at a time the ring-ping message was forwarded to the second user agent and upon the determination, sending a SIP INVITE message to a third user agent to join the call.

7. The communication server of claim 6, wherein the third user agent is associated with a supervisor for a user associated with the second user agent.

8. The communication server of claim 1, wherein the processor is further configured to, upon determining the second user agent has acknowledged the ring-ping message, discard any subsequent ring-ping messages from the first user agent.

9. The communication server of claim 1, wherein the processor is further configured to, upon determining the second user agent has acknowledged the ring-ping message, discard any subsequent ring-ping messages addressed to the second user agent.

10. A first communication device, comprising:

a network interface that facilitates a call with a second communication device;

a user input option associated with a ring-ping message; and

a processor that, while the call that is currently on hold and upon receiving a user input associated with the user input option, initiates a ring-ping message and causes the network interface to send the ring-ping message to the second communication device; and

wherein the ring-ping message comprises a Session Initiation Protocol (SIP) INVITE message comprising a ring-ping header.

11. The first communication device of claim 10, wherein the processor is configured to initially disable the user input option upon initiation of the call, monitor the call, and, upon determining that the call has been absent of content provided by a user associated with the second user agent, for at least a previously determined period of time, enable the user input option.

12. The first communication device of claim 10 wherein the processor is further configured to determine that the call is on hold upon determining the call has been absent of content provided by the user associated with the second user agent for a previously determined period of time.

13. A first communication device, comprising:

a network interface that facilitates a call with a second communication device;

a ring-ping alert indicator; and

a processor that, during the call and while the call is on hold by the second communication device, receives a ring-ping message from the second communication device via the network interface and causes the ring-ping alert indicator to activate; and

wherein the ring-ping message comprises a Session Initiation Protocol (SIP) INVITE message comprising a ring-ping header.

14. The first communication device of claim 13, further comprising:

a first user input option associated with a call hold feature to place the call on hold;

a second user input option associated with an acknowledgment of the activated indicator; and

wherein the call is absent content comprises the call being placed on hold by a user input associated with the first input option; and

wherein the processor is further configured, upon receiving the user input associated with the second user input option, to cause the network interface to send an acknowledgement addressed to the second communication device while maintaining the call on hold.

15. The first communication device of claim 14, wherein the processor is further configured to discard subsequent ring-ping messages.

16. The first communication device of claim 15, wherein the processor ceases to discard the subsequent ring-ping messages upon the passage of a previously determined period of time while the call remains on hold.

17. The first communication device of claim 14, wherein the processor is further configured to signal a third communication device upon determining that previously determined time has passed since the arrival of the ring-ping message and both the call remains on hold and the second user input has not been received.

18. The first communication device of claim 13, wherein the ring-ping indicator further comprises a ringer of the first communication device.

19. The first communication device of claim 13 wherein the ring-ping alter indicator comprises at least one of an audible tone, graphical display, textual message, and tactile indicator.