Systems and processes to manage multiples modes of communication

• US 20100205272A1
• Filed: 04/14/2010
• Published: 08/12/2010
• Est. Priority Date: 12/08/2003
• Status: Active Grant

• Current Assignee: IngenioShare, LLC
• Original Assignee: C. Douglass Thomas, Kwok Wai Cheung, Peter P. Tong
• Inventors: Tong, Peter P., Thomas, C. Douglass, Cheung, Kwok Wai
• Granted Patent: US 8,744,407 B2
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/651 Text message transmission triggered by call automatic reactions in messaging within packet-switching networks H04L51/02
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• CPC Class Codes: H04M 3/4365 based on information specified by the calling party, e.g. priority or subject
• CPC Class Codes: H04W 4/12 Messaging; Mailboxes; Announcements
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold

Abstract

A computer-implemented system and method to manage the communication of a user are disclosed. In one embodiment, when a person tries to electronically convey a message to the user, the status of the user, the identity of the person, and the urgency of the message can be identified. The access priority of the person can be determined based on the person'"'"'s identity. Then, the message can be managed using one or more rules and in view of the status of the user, the access priority of the person and the urgency of the message.

Claims

1. A computer-implemented method to manage the communication of a user in view of a person trying to electronically convey a message to the user, the method comprising:

identifying the status of the user;

identifying the identity of the person;

identifying the urgency of the message;

determining the access priority of the person based on the person'"'"'s identity; and

setting a process to manage the message using one or more rules, and in view of the status of the user, the access priority of the person and the urgency of the message.

2. A computer-implemented method as recited in claim 1, wherein the status of the user depends on the current activity or location of the user, or the current time, or the status of the user is defined by the user.

3. A computer-implemented method as recited in claim 1, wherein the access priority of the person is defined by the user, or is set depending on the user'"'"'s reaction towards a prior message from the person.

4. A computer-implemented method as recited in claim 1, wherein the urgency of the message is set by the person.

5. A computer-implemented method as recited in claim 1,

wherein the method depends on the mode of communication of the message, and

wherein the mode of communication is selected from the list of a mobile phone, an office phone, a home phone, a mobile SMS from a mobile phone or PDA, a pager from a mobile phone or PDA, a home/office SMS, mobile online chat, home online chat, a voice mail with/without instant notification, an office fax, a home fax, a mobile email, and an email.

6. A computer-implemented method as recited in claim 1,

wherein the user receives the message through a handheld device, and

wherein the status of the user is defined by the user using the handheld device.

7. A computer-implemented method as recited in claim 1,

wherein the message is electronically conveyed based on Internet protocol through a website, and

wherein though the method allows the user to receive the message, the person is not aware of the contact information of the user to prevent the person from directly accessing the user without going through the website, or the user is not aware of the contact information of the person to prevent the user from directly accessing the person without going through the website.

8. A computer-implemented method as recited in claim 1,

wherein the message is electronically conveyed based on Internet protocol through a website, and

wherein the defined access priority of the person is stored at the website, or is stored in a private database under the user'"'"'s control.

9. A computer-implemented method as recited in claim 1,

wherein the message is electronically conveyed based on Internet protocol through a website,

wherein the website keeps an electronic calendar of the user, and wherein an appointment is automatically set for the user with the person in view of information in the calendar.

10. A computer-implemented method as recited in claim 1, wherein the message is electronically conveyed based on Internet protocol through a website.

11. A computer-implemented method for managing incoming communication for a recipient, said method comprising:

receiving an incoming communication request of a first communication type from a requestor;

determining an access priority for the requestor based on information provided by the recipient; and

determining an appropriate communication type for the incoming communication request based on one or more configurable rules and the access priority for the requestor.

12. A computer-implemented method for managing incoming communication for a recipient, said method comprising:

receiving an incoming communication request directed at the recipient;

determining predetermined communication processing criteria for use in processing communication requests directed at the recipient, in view of the incoming communication request;

determining whether and how to divert the incoming communication request to a specific communication mode among a plurality of communication modes based on the predetermined communication processing criteria; and

automatically diverting the incoming communication request to the specific communication mode if so determined.

13. A computer-implemented method as recited in claim 12,

wherein at least one attribute of the communication processing criteria is decided by the recipient, and

wherein the plurality of communication modes includes at least three communication modes.

14. A computer-implemented method as recited in any of claim 13, wherein the predetermined communication processing criteria depend on one or more of:

at least one configurable rule, access priority for the requestor, status of the recipient, and urgency level of the incoming communication request.

15. A computer-implemented method as recited in any of claim 13,

wherein the predetermined communication processing criteria depend on at least one configurable rule, and

wherein the at least one configurable rule makes use of one or more of the following factors:

the time of day of the incoming communication request, a piece of information regarding the current activity of the recipient, access priority for the requestor, status of the recipient, urgency level of the incoming communication request and the current location of recipient.

16. A computer-implemented method as recited in claim 13, wherein the predetermined communication processing criteria depend on a priority indication of the recipient.

17. A computer-implemented method as recited in any of claim 13,

wherein the incoming communication request can be via a data network, and

wherein at least one attribute of the communication processing criteria is set by the recipient through interaction with a website.

19. A computer-implemented method as recited in any of claim 13,

wherein the incoming communication request can be received by the recipient through a phone, and

wherein at least one attribute of the communication processing criteria is set by the recipient through the phone.

20. A computer-implemented method for managing incoming communication for a recipient, said method comprising:

receiving an incoming communication request from a requestor;

determining predetermined communication processing criteria for use in processing communication requests directed at the recipient, in view of the incoming communication request; and

automatically directing the incoming communication request to an address of the recipient to be received by the recipient, based on one or more of the predetermined communication processing criteria,

wherein although the requestor has established communication with the recipient through the address of the recipient, the requestor does not have to know or to be provided with the address of the recipient.