METHOD AND APPARATUS FOR USING MOBILITY INFORMATION TO SELECT PROFILES IN NETWORK SYSTEMS

• US 20110034152A1
• Filed: 08/05/2009
• Published: 02/10/2011
• Est. Priority Date: 08/05/2009
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Philonenko, Laurent, Jain, Mukul, Gatzke, Alan D., Kumar, Sanjeev, Khouri, Joseph F.
• Granted Patent: US 8,886,156 B2
• Time in Patent Office: Days
• US Class Current: 455/413
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/53333 Message receiving aspects
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/027 using movement velocity, acceleration information
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 4/50 Service provisioning or reconfiguring
• CPC Class Codes: H04W 64/006 with additional information processing, e.g. for direction or speed determination
• CPC Class Codes: H04W 88/06 adapted for operation in multiple networks or having at least two operational modes, e.g. multi-mode terminals

Abstract

In one embodiment, a method includes obtaining mobility information associated with a remote device. The mobility information indicates whether the remote device is approximately stationary. The remote device interacts with a server. The method also includes determining if the mobility information indicates that the remote device is approximately stationary, and selecting a first profile of a plurality of profiles if the remote device is approximately stationary. If the remote device is not approximately stationary, a second profiled of the plurality of profiles is selected.

Claims

1. A method comprising:

obtaining mobility information associated with a remote device, the mobility information being arranged to indicate whether the remote device is approximately stationary, the remote device being arranged to interact with a server;

determining if the mobility information indicates that the remote device is approximately stationary;

selecting a first profile of a plurality of profiles if it is determined that the remote device is approximately stationary; and

selecting a second profile of the plurality of profiles if it is determined that the remote device is not approximately stationary.

2. The method of claim 1 wherein the remote device is associated with a mobile agent and the server is included in a contact center, the method including:

obtaining a request for service from a caller to the contact center;

identifying the mobile agent as being capable of servicing the request; and

routing the request to the remote device if it is determined that the remote device is approximately stationary as specified in the first profile.

3. The method of claim 2 wherein if it is determined that the remote device is not approximately stationary, the method further includes:

preventing the request from being routed to the remote device if it is determined that the remote device is not approximately stationary.

4. The method of claim 2 wherein the plurality of profiles includes a third profile, the method further including:

determining a speed of the remote device if it is determined that the remote device is not approximately stationary, wherein selecting the second profile includes selecting the second profile if the speed of the remote device is determined to be within a first range of speeds.

5. The method of claim 4 further including:

selecting the third profile if it is determined that the remote device is not approximately stationary and the speed of the remote device is determined to be within a second range of speeds, the second range of speeds being higher than a first range of speeds.

6. The method of claim 5 wherein the second profile and the third profile are arranged to specify a routing priority associated with the remote device.

7. The method of claim 1 wherein the remote device is associated with a subscriber to a messaging system and the server is associated with the messaging system, the method comprising:

obtaining a request to access the messaging system;

implementing the first profile if it is determined that the remote device is approximately stationary; and

implementing the second profile if it is determined that the remote device is not approximately stationary.

8. The method of claim 7 wherein the plurality of profiles includes a third profile, the method further including:

determining a speed of the remote device if it is determined that the remote device is not approximately stationary, wherein selecting the second profile includes selecting the second profile if the speed of the remote device is determined to be within a first range of speeds.

9. The method of claim 7 wherein the request and the mobility information are obtained at approximately the same time.

10. The method of claim 7 wherein the messaging system is a voicemail system.

11. An apparatus comprising:

means for obtaining mobility information associated with a remote device, the mobility information being arranged to indicate whether the remote device is approximately stationary, the remote device being arranged to interact with a server;

means for determining if the mobility information indicates that the remote device is approximately stationary;

means for selecting a first profile of a plurality of profiles if it is determined that the remote device is approximately stationary; and

means for selecting a second profile of the plurality of profiles if it is determined that the remote device is not approximately stationary.

12. A computer-readable medium including computer code that is operable to:

obtain mobility information associated with a remote device, the mobility information being arranged to indicate whether the remote device is approximately stationary, the remote device being arranged to interact with a server;

determine if the mobility information indicates that the remote device is approximately stationary;

select a first profile of a plurality of profiles if it is determined that the remote device is approximately stationary; and

select a second profile of the plurality of profiles if it is determined that the remote device is not approximately stationary.

13. The computer-readable medium of claim 12 wherein the remote device is associated with a mobile agent of a contact center and the server is included in the contact center, the computer code further being operable to:

obtain a request for service from a caller to the contact center;

identify the mobile agent as being capable of servicing the request; and

route the request to the remote device if it is determined that the remote device is approximately stationary as specified in the first profile.

14. The computer-readable medium of claim 13 wherein if it is determined that the remote device is not approximately stationary, the computer code is further operable to:

prevent the request from being routed to the remote device if it is determined that the remote device is not approximately stationary.

15. The computer-readable medium of claim 13 wherein the plurality of profiles includes a third profile, the computer code further operable to:

determine a speed of the remote device if it is determined that the remote device is not approximately stationary, wherein the logic operable to select the second profile is further operable to select the second profile if the speed of the remote device is determined to be within a first range of speeds.

16. The computer-readable medium of claim 15 wherein the computer code is further operable to:

select the third profile if it is determined that the remote device is not approximately stationary and the speed of the remote device is determined to be within a second range of speeds, the second range of speeds being higher than a first range of speeds.

17. The computer-readable medium of claim 16 wherein the second profile and the third profile are arranged to specify a routing priority associated with the remote device.

18. The computer-readable medium of claim 12 wherein the remote device is associated with a subscriber to a messaging system and the server is associated with the messaging system, the computer code further being operable to:

obtain a request to access the messaging system;

implement the first profile if it is determined that the remote device is approximately stationary; and

implement the second profile if it is determined that the remote device is not approximately stationary.

19. The computer-readable medium of claim 18 wherein the plurality of profiles includes a third profile, the computer code further being operable to:

determine a speed of the remote device if it is determined that the remote device is not approximately stationary, wherein the logic operable to select the second profile is further operable to select the second profile if the speed of the remote device is determined to be within a first range of speeds.

20. The computer-readable medium of claim 18 wherein the request and the mobility information are obtained at approximately the same time.

21. The computer-readable medium of claim 18 wherein the messaging system is a voicemail system.

22. An apparatus comprising:

a communications interface, the communications interface being arranged to obtain mobility information from a remote device, the mobility information being arranged to indicate an estimate of a speed at which the remote device is moving; and

a processing arrangement, the processing arrangement being configured to process the mobility information to identify a first profile of a plurality of profiles to implement with respect to the remote device.

23. The apparatus of claim 22 wherein the processing arrangement is further configured to implement the first profile if the mobility information indicates that the remote device is approximately stationary.

24. The apparatus of claim 23 wherein the processing arrangement is further configured to process the mobility information to identify a second profile of the plurality of profiles and to implement the second profile if the mobility information indicates that the remote device is moving.

25. The apparatus of claim 22 wherein the apparatus is one selected from the group including a contact center server and a voicemail server.