Caller initiated undivert from voicemail

• US 8,150,003 B1
• Filed: 01/23/2007
• Issued: 04/03/2012
• Est. Priority Date: 01/23/2007
• Status: Active Grant

• Current Assignee: Arlington Technologies, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: Avaya Incorporated
• Inventors: Coughlan, Marc, Forbes, Alexander, Gannon, Ciaran, Runcie, Peter D., Scholte, Alexander
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US11/626,217
• Time in Patent Office: 1,897 Days
• Field of Search: 370/312, 370/352, 379/88.17, 379/88.19, 379/88.22, 379/88.23, 379/201.01, 379/201.07, 379/207.04, 379/211.01, 379/211.02, 379/215.01, 379/221.01, 379/88.21, 379/142.06, 379/210.02, 379/220.01, 455/459, 455/466
• US Class Current: 379/88.22
• CPC Class Codes: H04M 2203/4563 Voicemail monitoring during recording
• CPC Class Codes: H04M 3/53341 Message reply

Abstract

Once a voicemail is received, it is the onus of the recipient of the voicemail message to call the caller back when a “missed call” message is received on the phone or after the voicemail message is retrieved. While some of the more advanced voicemail systems provide the capability of automatically placing a call from the callee back to the caller upon completion of the callee listening to the voicemail message, an exemplary embodiment of the present invention allows the caller to be connected to the callee should the callee become available while the caller is leaving a voicemail message for the callee.

Claims

1. A call diversion method comprising:

monitoring a status of a communications device while a caller is connected to voicemail;

while the caller is connected to voicemail, determining that the communications device which was previously unavailable is now available;

providing an indicator to the caller upon determining that the communications device which was previously unavailable is available;

prompting the caller, via an audio or other prompt, to select to either connect to the communications device, continue in voicemail, or terminate the call; and

based on a response to the prompting;

redirecting the call from voicemail to the now available communications device,

continuing in voicemail, or

terminating the call.

2. The method of claim 1, further comprising one or more of:

forwarding the call to voicemail when the communications device is unavailable,

determining presence information associated with a person associated with the communications device, and

combining availability intelligence with the presence.

3. The method of claim 1, further comprising prompting the caller to connect to the communications device when the communications device becomes available.

4. The method of claim 3, further comprising returning the call to voicemail when the caller elects to not be connected to the available communications device.

5. The method of claim 1, further comprising prompting a caller to delete a partially completed voicemail.

6. The method of claim 1, further comprising:

forwarding an indication to a caller when the communications device becomes available; and

performing an action based on a response received from the caller.

7. The method of claim 1, further comprising pausing voicemail during a time period when the caller is being queried to connect to the available communications device.

8. The method of claim 1, further comprising providing one or more of an audio, interactive voice response (IVR) or visual indicator to a caller upon determining that the communications device which was previously unavailable is available.

9. A call diversion system comprising:

a call status monitoring module configured to monitor a status of a communications device while a caller is connected to voicemail, determine that the communications device which was previously unavailable is now available, provide an indicator to the caller upon determining that the communications device which was previously unavailable is available, prompt the caller, via an audio or other prompt, to select to either connect to the communications device, continue in voicemail, or terminate the call; and

based on a response to the prompting;

a call management module is configured to;

redirect the call from voicemail to the now available communications device

continue the voicemail, or

terminate the call.

10. The system of claim 9, further comprising a voicemail management module configured to:

cooperate with the call management module to forward the call to voicemail when the communications device is unavailable,

determine presence information associated with a person associated with the communications device, or

combine availability intelligence with the presence.

11. The system of claim 9, further comprising a messaging module configured to prompt the caller to connect to the communications device when the communications device becomes available.

12. The system of claim 11, wherein the call management module returns the call to voicemail when the caller elects to not be connected to the available communications device.

13. The system of claim 9, further comprising a messaging module configured to cooperate with a voicemail management module to prompt the caller to delete a partially completed voicemail.

14. The system of claim 9, further comprising:

a messaging module configured to forward an indication to the caller when the communications device becomes available and to cooperate with the call management module to perform an action based on a response received from the caller.

15. The system of claim 9, wherein the voicemail management module pauses voicemail during a time period when the caller is being queried to connect to the available communications device.

16. The system of claim 9, further comprising providing one or more of an audio or visual indicator to the caller upon determining that the communications device which was previously unavailable is available.

17. A call diversion architecture comprising:

means for monitoring a status of a communications device while a call is in voicemail;

means for determining that the communications device which was previously unavailable is available;

means for providing an indicator to a caller upon determining that the communications device which was previously unavailable is available;

means for prompting the caller, via an audio or other prompt, to select to either connect to the communications device, continue in voicemail, or terminate the call; and

based on a response to the prompting;

means for redirecting the call from voicemail to the now available communications device,

means for continuing in voicemail, or

means for terminating the call.

18. The architecture of claim 17, further comprising one or more of:

means for forwarding the call to voicemail when the communications device is unavailable,

means for determining presence information associated with a person associated with the communications device, and

means for combining availability intelligence with the presence.

19. The architecture of claim 17, further comprising means for prompting the caller to connect to the communications device when the communications device becomes available.

20. The architecture of claim 19, further comprising means for returning the call to voicemail when the caller elects to not be connected to the available communications device.

21. The architecture of claim 17, further comprising means for prompting the caller to delete a partially completed voicemail.

22. The architecture of claim 17, further comprising:

means for forwarding an indication to the caller when the communications device becomes available; and

means for performing an action based on a response received from the caller.

23. The architecture of claim 17, further comprising means for pausing voicemail during a time period when the caller is being queried to connect to the available communications device.

24. The architecture of claim 17, further comprising means for providing one or more of an audio or visual indicator to a caller upon determining that the communications device which was previously unavailable is available.

25. A call routing protocol comprising:

determining a status of a callee communications device;

routing a call to voicemail when the communications device is not available;

monitoring the status of the communications device while the call is in voicemail;

providing an indicator to a caller upon determining that the communications device which was previously unavailable is available;

prompting the caller, via an audio or other prompt, to select to either connect to the communications device, continue in voicemail, or terminate the call; and

based on a response to the prompting;

terminating the call to the communications device when the communications device becomes available,

continuing in voicemail, or

terminating the call.

26. The protocol of claim 25, further comprising one or more of:

providing the caller with one or more options for voicemail management,

determining presence information associated with a person associated with the communications device, and

combining availability intelligence with the presence.