Context aware interaction

• US 9,578,071 B2
• Filed: 10/12/2015
• Issued: 02/21/2017
• Est. Priority Date: 06/14/2011
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Mezhibovsky, Vladimir, Korolev, Nikolay, Ristock, Herbert Willi Artur
• Primary Examiner(s): Pollack, Melvin H
• Application Number:
  US14/881,127
• Publication Number:
  US 20160036874A1
• Time in Patent Office: 498 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 method for managing communications between a plurality of electronic devices, the method comprising:

receiving, by a processor, an availability condition from a first caller electronic device, the availability condition indicative of when the first caller electronic device is available to receive a communication from a second electronic device of a plurality of second electronic devices;

sending, by the processor, a message to each of the plurality of second electronic devices over a communication interface, each of the plurality of second electronic devices being associated with an individual contact center agent of a plurality of contact center agents, the message including the availability condition;

receiving, by the processor over the communication interface, an availability indication from a particular second electronic device, the availability indication identifying that the particular second electronic device is available to engage in the communication with the caller, wherein the communication is established between the particular second electronic device and the first caller electronic device in response to the receipt of the availability indication by the processor.

2. The method of claim 1, wherein the availability condition corresponds to a time window identified by the caller.

3. The method of claim 1, wherein:

the availability condition corresponds to a geo-location of the first caller electronic device,

the geo-location is identified by a global positioning system (GPS) at the first caller electronic device, and

the geo-location is transmitted from the first caller electronic device.

4. The method of claim 1, further comprising:

the processor receiving over the communication interface a first geo-location identified by a global positioning system (GPS) at the first caller electronic device;

identifying, by the processor, that the first caller electronic device is not ready to receive the communication when the first caller electronic device is located at the first geo-location; and

the processor receiving over the communication interface a second geo-location identified by a global positioning system (GPS) at the first caller electronic device, wherein the communication is established between the particular second electronic device and the first caller electronic device when the first caller electronic device is located at the second geo-location.

5. The method of claim 1, further comprising the processor sending over the communication interface a message to the first caller electronic device indicating that the second particular electronic device is ready to communicate with the first caller electronic device after the processor has received the availability indication.

6. The method of claim 1, wherein the communication includes voice and video data.

7. The method of claim 1, wherein the communication interface is a wireless communication interface.

8. The method of claim 1, wherein the communication interface is a computer network interface.

9. The method of claim 1, wherein the message sent to each of the plurality of second electronic devices also identifies an intent of the caller.

10. The method of claim 1, further comprising the processor:

identifying that the availability condition also identifies a second caller electronic device; and

identifying that the availability condition indicates that the second caller should be included in the communication, wherein the communication is also established with the second caller electronic device according to the availability condition.