Techniques for tracking communication frequency across communication modalities

• US 7,764,951 B2
• Filed: 04/20/2006
• Issued: 07/27/2010
• Est. Priority Date: 04/20/2006
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Jain, Mukul, Kumar, Sanjeev, Patel, Labhesh, Khouri, Joseph
• Primary Examiner(s): Appiah; Charles N
• Assistant Examiner(s): HOLLIDAY, JAIME MICHELE
• Application Number:
  US11/409,328
• Publication Number:
  US 20070249410A1
• Time in Patent Office: 1,559 Days
• Field of Search: None
• US Class Current: 455/414.1
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 2201/52 Telephonic communication in combination with fax communication
• CPC Class Codes: H04M 2203/2044 Group features, e.g. closed user group
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2203/353 where the information comprises non-audio but is provided over voice channels protocols for multimedia information services per se H04L65/00
• CPC Class Codes: H04M 2203/4509 Unified messaging with single point of access to voicemail and other mail or messaging systems unified messaging in packet switching networks H04L51/56
• CPC Class Codes: H04M 3/4211 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• CPC Class Codes: H04M 3/53391 dependent on calling party

Abstract

In on embodiment, techniques for providing alerts to a user when a communication frequency pattern between a user and a contact has not occurred during a pre-determined amount of time are provided. Communication records between the contact and the user can be analyzed to determine if the communication frequency pattern with the contact during the pre-determined amount of time does not meet pre-determined criteria. For example, the criteria may be generate an alert if communications do not occur in the last month, generate an alert if less than five communications occur in the last six months, or any other communication pattern. Also, the content of a communication may be analyzed to determine if a certain topic has been discussed. If a certain topic has not been discussed during the pre-determined amount of time, an alert may also be generated reminding the user that the topic has not been discussed.

Claims

1. A method comprising:

establishing a predetermined communication frequency pattern between first and second users;

determining first records of enterprise communications for the first user communicated with an enterprise system, the first records being communicated in at least two modalities over one or more devices, a modality being a mode of communication, and wherein the first records are accessible to the enterprise system associated with an entity;

sending an agent to a first device to monitor non-enterprise communications for the first user, the non-enterprise communications being communicated in at least two modalities over one or more devices not accessible to the enterprise system;

receiving second records of non-enterprise communications from the agent at a second device controlled by the enterprise system;

measuring a communication frequency pattern using the first records of the enterprise communications and second records of the non-enterprise communications; and

alerting at least one of the first and second users when the measured communication frequency pattern between the first and second users in at least two modalities over the one or more devices of the enterprise system and the non-enterprise system does not achieve a predetermined relationship with respect to the predetermined communication frequency pattern.

2. The method of claim 1, wherein establishing the predetermined communication frequency pattern includes expected transmissions over time.

3. The method of claim 2, further comprising determining when a predetermined interval of time passes, wherein a count of transmissions occurring in the predetermined interval is less than a value derived from the expected transmissions over time.

4. The method of claim 3, wherein the count of transmissions over the predetermined interval is zero.

5. The method of claim 1, wherein establishing the predetermined communication frequency pattern includes discussion of a topic over a time period, the method further comprising:

analyzing the first records of enterprise communications and second records of non-enterprise communications to determine if the topic is discussed in the first or second records; and

alerting at least one of the first and second users when the topic is not discussed over the time period.

6. The method of claim 5, further comprising determining when time period passes, wherein a count of discussions of the topic occurring in the time period less than a value derived from the discussions of the topic over time triggers the alerting.

7. The method of claim 1, wherein the alert includes information about a transmission between the first and second users.

8. The method of claim 1, further comprising:

accepting a signal from a user input device; and

using, at least in part, the signal from the user input device to set the communication frequency pattern.

9. The method of claim 1, wherein monitoring communications comprises monitoring communication information received from a manual input from the user.

10. A method comprising:

accessing communication records for a contact of a user, the communication records comprising first records and second records, wherein the first records are of enterprise communications for the user communicated with an enterprise system, the first records being communicated in at least two modalities over one or more devices, a modality being a mode of communication, and wherein the first records are accessible to the enterprise system, the enterprise system associated with an entity, wherein the second records are of non-enterprise communications received at a second device controlled by the enterprise system from an agent sent to a first device to monitor non-enterprise communications for the user, the non-enterprise communications being communicated in at least two modalities over one or more devices not accessible to the enterprise system;

determining from the first records and the second records of the communication records if a communication between the contact and the user has occurred for a predetermined amount of time in at least two modalities over the one or more devices of the enterprise system and the non-enterprise system;

if a communication between the user and the contact has not occurred during the predetermined amount of time, performing the steps of;

generating an alert for the user; and

sending the alert to the user such that the user is notified that a communication with the contact has not occurred for the amount of time.

11. The method of claim 10, wherein if a communication between the contact and the user has occurred, performing the steps of:

analyzing the first records of enterprise communications and second records of non-enterprise communications to determine if the topic is discussed in the first or second records; and

alerting at least one of the first and second users when the topic is not discussed over the time period.

12. The method of claim 10, wherein the at least two modalities accessible to the enterprise or not accessible to the enterprise comprise at least two modalities selected from the set of an email modality, a facsimile modality, a voicemail modality, a web modality, and an instant message modality.

13. The method of claim 10, further comprising storing the communication records in one or more storage devices.

14. The method of claim 13, wherein the communication records are stored by a unified messaging system.

15. The method of claim 10, wherein the communications records are received from a manual input from the user.

16. The method of claim 10, wherein the contact comprises an identifier for a second user.

17. The method of claim 16, wherein the identifier is a universal identifier that is mapped to a plurality of identifiers in the plurality of communication modalities.

18. A device comprising:

logic configured to establish a predetermined communication frequency pattern between first and second users;

logic configured to determine first records of enterprise communications for the first user communicated with an enterprise system, the first records being communicated in at least two modalities over one or more devices, a modality being a mode of communication, and wherein the first records are accessible to the enterprise system associated with an entity;

logic configured to send an agent to a first device to monitor non-enterprise communications for the first user, the non-enterprise communications being communicated in at least two modalities over one or more devices not accessible to the enterprise system;

logic configured to receive second records of non-enterprise communications from the agent at a second device controlled by the enterprise system;

logic configured to measure a communication frequency pattern using the first records of the enterprise communications and second records of the non-enterprise communications; and

logic configured to alert at least one of the first and second users when the measured communication frequency pattern between the first and second users in at least two modalities over the one or more devices of the enterprise system and the non-enterprise system does not achieve a predetermined relationship with respect to the predetermined communication frequency pattern.

19. The device of claim 18, wherein the predetermined communication frequency pattern includes expected transmissions over time.

20. The device of claim 18, further comprising logic configured to determine when a predetermined interval of time passes, wherein a count of transmissions occurring in the predetermined interval is less than a value derived from the expected transmissions over time.

21. The device of claim 20, wherein the count of transmissions over the predetermined interval is zero.

22. The device of claim 18, wherein the predetermined communication frequency pattern includes discussion of a topic over a time period, the logic further configured to:

analyze the first records of enterprise communications and second records of non-enterprise communications to determine if the topic is discussed in the first or second records; and

alert at least one of the first and second users when the topic is not discussed over the time period.

23. The device of claim 22, further comprising logic configured to determining when the time period passes, wherein a count of discussions of the topic occurring in the time period less than a value derived from the discussions of the topic over time triggers the alerting.

24. The device of claim 18, wherein the alert includes information about a transmission between the first and second users.

25. The device of claim 18, further comprising:

logic configured to accept a signal from a user input device; and

logic configured to use, at least in part, the signal from the user input device to set the predetermined communication frequency pattern.

26. The device of claim 18, wherein monitoring communications comprises monitoring communication information received from a manual input from the user.

27. A device comprising:

logic configured to access communication records for a contact of a user, the communication records comprising first records and second records, wherein the first records are of enterprise communications for the user communicated with an enterprise system, the first records being communicated in at least two modalities over one or more devices, a modality being a mode of communication, and wherein the first records are accessible to the enterprise system associated with an entity, wherein the second records are of non-enterprise communications received at a second device controlled by the enterprise system from an agent sent to a first device to monitor non-enterprise communications for the user, the non-enterprise communications being communicated in at least two modalities not accessible to the enterprise system;

logic configured to determine from the communication records if a communication between the contact and the user has occurred for a predetermined amount of time in at least two modalities over the one or more devices of the enterprise system and the non-enterprise system;

if a communication between the user and the contact has not occurred during the predetermined amount of time, the device comprising;

logic configured to generate an alert for the user; and

logic configured to send the alert to the user such that the user is notified that a communication with the contact has not occurred for the amount of time.

28. The device of claim 27, wherein if a communication between the contact and the user has occurred, the device further comprising:

logic configured to analyze content of the communication; and

logic configured to determine if an alert should be generated based on the analysis of the content.

29. The device of claim 28, wherein the alert is generated when it is determined that a topic has not been discussed in the content.

30. The device of claim 27, wherein the at least two communication modalities accessible to the enterprise or not accessible to the enterprise comprise at least two modalities selected from the set of an email modality, a facsimile modality, a voicemail modality, a web modality, and an instant message modality.

31. The device of claim 27, further comprising logic configured to store the communication records in one or more storage devices.

32. The device of claim 31, wherein the communication records are stored by a unified messaging system.

33. The device of claim 27, wherein the communications records are received from a manual input from the user.

34. The device of claim 27, wherein the contact comprises an identifier for a second user.

35. The device of claim 34, wherein the identifier is a universal identifier that is mapped to a plurality of identifiers in the plurality of communication modalities.

36. A system comprising:

a first set of end devices associated with a first user, wherein the first set of end devices comprise one or more enterprise end devices configured to communicate on an enterprise system associated with an entity and one or more non-enterprise end devices configured to communicate in at least two modalities not accessible to the enterprise system; and

a communication manager module comprising;

logic configured to establish a predetermined communication frequency pattern between the first user and a second user;

logic configured to determine first records of enterprise communications for the first user communicated with one or more enterprise end devices in the first set in an enterprise system and communicated in at least two modalities over one or more devices, a modality being a mode of communication, and wherein the first records are accessible to the enterprise system;

logic configured to send one or more agents to the one or more non-enterprise end devices to monitor non-enterprise communications for the first user on one or more non-enterprise end devices, the non-enterprise communications being communicated in at least two modalities over one or more devices not accessible to the enterprise system;

logic configured to receive second records of non-enterprise communications from the agent at a second device controlled by the enterprise system;

logic configured to measure a communication frequency pattern using the first records of the enterprise communications and second records of the non-enterprise communications; and

logic configured to alert the first user and/or the second user when the measured communication frequency pattern between the first and second users in at least two modalities over the one or more devices of the enterprise system and the non-enterprise system does not achieve a predetermined relationship with respect to the predetermined communication frequency pattern.

37. The system of claim 36, further comprising a second set of end devices associated with the second user, wherein end devices in the second set of end devices are configured to communicate in a plurality of communication modalities.

38. The system of claim 37, wherein a first end device in the first set of end devices is configured to communication in a communication modality in the plurality of communication modalities with a second end device in the second set of end devices.

39. The system of claim 36, wherein the first set of end devices comprise an email device, cellular telephone, facsimile device, instant message device, or POTS telephone.

40. A system comprising:

a first set of end devices associated with a first user, wherein the first set of end devices comprise one or more enterprise end devices configured to communicate on an enterprise system associated with an entity and one or more non-enterprise end devices configured to communicate in at least two modalities not accessible to the enterprise system; and

a communication manager module comprising;

logic configured to access communication records for a contact of a user, the communication records comprising first records and second records, wherein the first records are of enterprise communications for the user communicated with the one or more enterprise end devices on the enterprise system and communicated in at least two modalities over one or more devices, a modality being a mode of communication, and wherein the first records are accessible to the enterprise system, wherein the second records are of non-enterprise communications received at a second device controlled by the enterprise system from one or more agents sent to the one or more non-enterprise devices to monitor non-enterprise communications for the user, the non-enterprise communications being communicated in at least two modalities over one or more devices not accessible to the enterprise system;

logic configured to determine from the communication records if a communication between the contact and the user has occurred for a predetermined amount of time;

if a communication between the user and the contact has not occurred during the predetermined amount of time, the communication manager module further comprising;

logic configured to generate an alert for the user; and

logic configured to send the alert to the user such that the user is notified that a communication with the contact has not occurred for the amount of time in at least two modalities over the one or more devices of the enterprise system and the non-enterprise system.

41. The system of claim 40, further comprising a second set of end devices associated with the contact, wherein end devices in the second set of end devices are configured to communicate in at least two modalities accessible to the enterprise or not accessible to the enterprise.

42. The system of claim 41, wherein a first end device in the first set of end devices is configured to communicate in a modality in the at least two communication modalities accessible to the enterprise or not accessible to the enterprise with a second end device in the second set of end devices.

43. The system of claim 40, wherein the first set of end devices comprise an email device, cellular telephone, facsimile device, instant message device, or POTS telephone.