English:
[0001] Embodiments may generally relate to methods and systems for managing instant messaging. More particularly, some embodiments are concerned with providing a consultation instant message (IM) session in association with a callable workgroup.
[0002] Telecommunication systems may allow for the grouping of multiple users into a "workgroup". A workgroup may refer to a group of people working together to achieve common business objectives. Workgroups may be formed along organizational divisions and subdivisions within an enterprise.
[0006] Some embodiments may include a system for implementing the methods herein. The methods may be implemented using hardware elements, software elements, and combinations thereof. Some embodiments include a medium having machine readable program instructions stored thereon, including instructions to conduct an instant message (IM) session between a first available member of a callable workgroup and an external user participant calling the workgroup; instructions to initiate, by the first member of the callable workgroup, a second IM session between the first member and at least one other member of the callable workgroup; and instructions to conduct the second IM session between the first member and the at least one other member of the callable workgroup, the at least one other member of the callable workgroup participating in the second IM session capable of monitoring communications of the first IM session between the first member and the external user.
[0007] With these and other advantages and features that will become hereinafter apparent, further information may be obtained by reference to the following detailed description and appended claims, and to the figures attached hereto.
[0008] Some embodiments are illustrated in the accompanying figures, in which like reference numerals designate like parts, and wherein:
[0009] FIG. 1 is an illustration of various instant message, IM, participants, according to some embodiments herein;
[0010] FIG. 2 is an exemplary flow diagram of a process, according to some embodiments;
[0011] FIG. 3 is an illustrative system, in accordance with some embodiments herein; and
[0012] FIG. 4 is an exemplary flow diagram of a process, according to some embodiments.
[0013] FIG. 1 is an illustrative example of instant message (IM) participants 100, according to various aspects and embodiments herein. Two general types of IM participants are depicted in FIG. 1 , including a callable workgroup 105 and external users 125. Callable workgroup 105 may include multiple entities that are associated with each other, callable, and governed by a common distribution and contact rule across various media, such as, for example, instant messaging, voice, text messaging, e-mail, fax, video, etc. More generally, a group of users may form a workgroup to, for example, provide a service to other people in an organization. A call to callable workgroup is directed to or placed to the workgroup, as opposed to a call placed to an individual, even if the individual entity belongs to a workgroup.
[0014] Callable workgroup 105 is shown as including three members, members 110, 115, and 120. It should be appreciated that the workgroup may include more or fewer members than those specifically depicted in exemplary workgroup 105. In some instances, a member of one workgroup (e.g., 105) may also be a member of another workgroup (not shown).
[0015] FIG. 1 also includes a depiction of external users 125 that are not members of workgroup 105. External users 125 include user A (130), user B (135), and user C (140). It should be appreciated that the external users 125 may include more or fewer users than those specifically depicted in exemplary external users grouping 125. The external users are not grouped or otherwise necessarily associated with each.
[0016] In one embodiment, workgroup 105 includes members of an organization such as, for example, an IT support team and external users 125 includes IT users external to the organization and seeking the assistance of the IT support team. In an attempt to receive the services rendered by the IT support team an external user A (130) sends an IM to callable workgroup 105. As a consequence of the IM being sent to workgroup 105, an invitation or toast is presented to all members (1 10, 115, and 120) of the workgroup. In response to the toast, a member of the workgroup may respond to the IM and participate in an IM session with user A (130). In the present example, member 1 (110) is the first member of workgroup 105 to respond to the IM from external user A (130). In some embodiments, when any one member of the callable workgroup responds to the IM to the callable workgroup, the invitation or toast is no longer extended to the other, non-responding members of the callable workgroup.
[0017] FIG. 2 is an exemplary flow diagram of a process 200, in accordance with an embodiment herein. Continuing the example above, the IM session between a first member of callable workgroup 105 and the external user that sent the IM is conducted at operation 205. For purposes of this example, it is provided that user A (130) and member 1 (110) participate in the first IM session.
[0018] At operation 210, member 1 (110) initiates a second IM session between member 1 (110) and at least one other member of callable workgroup 105. Member 1 (110) may desire to initiate the second IM session with the at least one other member of callable workgroup in order to consult with other members of callable workgroup 105. In some embodiments, other members of workgroup 105 (e.g., member 2 (115) and member 3 (120)) may possess specialized or other knowledge that may be helpful to the first member participating in the first IM session. For example, members 2 and 3 may be able to provide insight to solving a problem presented to member 1 by external user A in IM session 1. Thus, member 1 may initiate or "spawn" the second, consultation IM session to seek the collaborative advice of other members of workgroup 105.
[0019] At operation 215, the second IM session is conducted between the first member (member 1) and the at least one other member (members 2 and/or 3) of the callable workgroup 105. It is noted that the at least one other member (members 2 and/or 3) of the callable workgroup 105 participating in IM session 2 may monitor communications of the first IM session. That is, the participant(s) of the second IM session that are not also a participant of the first IM session may monitor the first IM session.
[0020] In some embodiments herein, monitoring of an IM session provides a mechanism for those entities monitoring the IM session with the ability to unobtrusively observe or view the communications of the monitored IM session, unbeknownst to the participants of the monitored IM session. For example, the entities monitoring an IM session are able to view the IM conversation between the monitored IM session participants without being participants in the IM session.
[0021] FIG. 3 is an illustrative depiction of a system 300, in accordance with embodiments herein. As shown, IM session 305 includes participants 130 and 110, external user A and callable workgroup member 1 , respectively. IM session 310 includes participants 110, 115, and 120, members 1 , 2, and 3, respectively. That is, IM session #2 includes the callable workgroup member of IM session #1 and other members of the callable workgroup.
[0022] In some embodiments herein, the initiation or spawning of the second or consultation IM session may be invoked at the request or manual action of the callable workgroup member participating in the first IM session. In some embodiments, the initiation or spawning of the second or consultation IM session may be invoked automatically based on a rule or other action. For example, the consultation IM session may be automatically invoked upon the participation of a callable workgroup member in an IM session with an external user.
[0023] In some embodiments herein, the first and second IM sessions may be conducted simultaneously.
[0024] In embodiments herein, a member participating in the consultation IM session may interrupt or otherwise join the first IM session that they are monitoring. This aspect of the present disclosure is illustrated in FIG. 3 by arrow 315 that is representative of a mechanism allowing participants in the consultation iM session (IM session # 2) to join the first IM session.
[0025] The system of FIG. 3 may include IM session 305 being conducted at a first computing device (e.g., PC, PDA, mobile phone, etc.) and the second IM session being displayed at a second device (e.g., PC, PDA, mobile phone, etc.) It is noted that each of the IM sessions may be provided in a graphical pane, a tabbed interface, and other configurations now known or that become known.
[0026] FIG. 4 is a flow diagram of a process 400, according to some embodiments herein. At operation 405 an external user sends an IM to a callable workgroup. At operation 410 an invitation or toast is presented to members of the callable workgroup.
[0027] At operation 415, a determination is made whether a member of the callable workgroup responded to the IM from the external user. If no response is recognized, then the process ends at 420. If a member of the callable workgroup responds to the IM, then process 400 proceeds operation 425.
[0028] At operation 425, the first IM session between the responding callable workgroup member and the external user is conducted. The first IM session is conducted until it is ended at operation 445. During the conducting of the first IM session a second IM session may be spawned. A determination is made at operation 430 regarding whether a second, consultation IM session is spawned. If the second IM session is not spawned, then the first IM session is the only IM session that is conducted. If the second IM session is spawned, then the second IM session is conducted at operation 435 between the first callable workgroup member and other members of the callable workgroup. Participants of the second IM session that are not participants in the first IM session may monitor communications of the first IM session. As noted above, the second IM session may be spawned manually or automatically.
[0029] The second IM session is conducted until it is ended at operation 440. In some embodiments, when both the first and the second IM sessions are ended, process 400 proceeds to a conclusion.
[0030] In some embodiments, the methods and systems disclosed herein may be implemented by a combination of hardware and software components. In some aspects, the methods and systems may be accomplished, at least in part, using computing processors to execute computer code and program instructions stored on a memory (e.g., flash memory, RAM, ROM, disk drive, and other media) or otherwise accessible by the processor.
[0031] Embodiments described above are not intended to be limited to the specific forms set forth herein, but are intended to cover such alternatives, modifications and equivalents as can reasonably be included within the spirit and scope of the appended claims.

中文:
[0001]实施例可以一般地涉及用于管理即时消息传递的方法和系统。更特别地,某些实施例涉及提供与可呼叫工作组相关联的协商即时消息(IM(consultation instantmessage))会话。
[0002]电信系统可考虑将多个用户分组为“工作组”。工作组可指的是一组为实现共同的商业目的而一起工作的人。工作组可以按照企业内组织上的划分和细分而形成。
[0006]某些实施例可以包括用于执行这里的方法的系统。可以使用硬件元件、软件元件以及他们的组合来实施该方法。某些实施例包括具有存储其上的机器可读程序指令的媒介,包括用于进行在可呼叫工作组的第一可用成员与呼叫工作组的外部用户参与者之间的即时消息(IM)会话的指令;用于由可呼叫工作组的第一成员发起在第一成员与可呼叫工作组的至少一个其他成员之间的第二IM会话的指令;以及用于进行在第一成员与可呼叫工作组的所述至少一个其他成员之间的第二IM会话的指令,参与第二IM会话的可呼叫工作组的所述至少一个其他成员能够监视在第一成员与外部用户之间的第一IM会话的通信。
[0007]利用将在下文中变得明白的这些和其他优点和特征,通过参考以下详细描述和所附的权利要求书以及附图能够获得进一步的信息。
[0008]在附图中描述了某些实施例,其中相同的附图标记代表相同的部分,并且其中:
[0009]图1为按照这里的某些实施例的各种即时消息、IM、参与者的图示;
[0010]图2为按照某些实施例的过程的示范性流程图;
[0011]图3为按照这里的某些实施例的示例性系统;和
[0012]图4为按照某些实施例的过程的示范性流程图。
[0013]图1为按照这里的各方面和实施例的即时消息(IM)参与者100的说明性例子。在图1中描述了两种通常类型的IM参与者,包括可呼叫工作组105和外部用户125。可呼叫工作组105可包括多个实体,所述多个实体彼此相互关联、可呼叫并且由跨诸如即时消息传递(instant messaging)、语音、文本消息传递、电子邮件、传真、视频等各种媒介的公共分配和联系规则(common distribution andcontact rule)管理。更一般地,例如,一组用户可以构成工作组用以例如为在组织中的其他人提供服务。与将呼叫置于个体不同,即使单独的实体属于工作组,对可呼叫工作组的呼叫指向或置于工作组。
[0014]可呼叫工作组105如所示包括3个成员,成员110、115和120。应当理解,工作组可以包括比在示范性工作组105中明确描述的成员更多或者更少的成员。在某些情形中,一个工作组(例如105)的成员也可以为另一个工作组(未示出)的成员。
[0015]图1也包括非工作组105成员的外部用户125的描述。外部用户125包括用户A(130)、用户B(135)和用户C(140)。应当理解,外部用户125可以包括比在示范性外部用户分组125中明确描述的用户更多或者更少的用户。这些外部用户没有被分组或否则必要地相互关联。
[0016]在一个实施例中,工作组105包括诸如IT支持小组的组织的成员,并且外部用户125包括在该组织之外并寻求该IT支持小组帮助的IT用户。在试图接收由IT支持小组提供的服务中,外部用户A(130)发送IM到可呼叫工作组105。由于IM被发送到工作组105,邀请或敬请(toast)被呈现给该工作组的所有成员(110、115和120)。响应于敬请,工作组的成员可响应IM并参与与用户A(130)的IM会话。在本例子中,成员1(110)为用于对来自外部用户A(130)的IM做出响应的工作组105的第一成员。在某些实施例中,当可呼叫工作组的任何一个成员响应对可呼叫工作组的IM时,该邀请或敬请不再延伸到可呼叫工作组的其他非响应成员。
[0017]图2为按照这里的实施例的过程200的示范性流程图。继续以上例子,在操作205处进行在可呼叫工作组105的第一成员与发送IM的外部用户之间的IM会话。为了该例子的目的,规定用户A(130)和成员1(110)参与第一IM会话。
[0018]在操作210处,成员1(110)发起在成员1(110)与可呼叫工作组105的至少一个其他成员之间的第二IM会话。为了与可呼叫工作组105的其他成员协商,成员1(110)可能期望发起与可呼叫工作组的该至少一个其他成员的第二IM会话。在某些实施例中,工作组105的其他成员(例如,成员2(115)和成员3(120))可以拥有专门的或者其他的可能对于参与第一IM会话的第一成员有用的知识。例如,成员2和3可能能够提供解决在IM会话1中由外部用户A呈现给成员1的问题的见识。因而,成员1可以发起或者“引起”第二协商IM会话以寻求工作组105的其他成员的合作建议。
[0019]在操作215处,在第一成员(成员1)和可呼叫工作组105的至少一个其他成员(成员2和/或3)之间进行第二IM会话。应当注意,参与IM会话2的可呼叫工作组105的至少一个其他成员(成员2和/或3)可以监视第一IM会话的通信。也就是说,并非也是第一IM会话的参与者的第二IM会话的(多个)参与者可以监视第一IM会话。
[0020]在这里的某些实施例中,对IM会话的监视为那些具有在被监视的IM会话参与者未知的情况下不引人注目地观察或查看被监视的IM会话的通信的能力的监视IM会话的实体提供机制。例如,监视IM会话的实体能够在不是IM会话的参与者的情况下查看在被监视的IM会话参与者间的IM对话。
[0021]图3为按照这里的实施例的系统300的示例性描述。如所示,IM会话305分别包括参与者130和110,外部用户A和可呼叫工作组成员1。IM会话310分别包括参与者110、115和120,成员1、2和3。也就是说,IM会话#2包括IM会话#1的可呼叫工作组成员和可呼叫工作组的其他成员。
[0022]在这里的某些实施例中,以参与第一IM会话的可呼叫工作组成员的请求或手动动作的方式可以调用(invoke)第二或协商IM会话的发起或引起。在某些实施例中,可以自动基于规则或其他动作调用第二或协商IM会话的发起或引起。例如,在可呼叫工作组成员参与与外部用户的IM会话时,可以自动调用协商IM会话。
[0023]在这里的某些实施例中,第一和第二IM会话可以同时进行。
[0024]在这里的实施例中,参与协商IM会话的成员可以中断或否则加入他们正在监视的第一IM会话。本公开的这一方面在图3中通过箭头315说明,其表示允许协商IM会话(IM会话#2)中的参与者加入第一IM会话的机制。
[0025]图3的系统可以包括在第一计算设备(例如,PC、PDA、移动电话等)处进行的IM会话305和在第二设备(例如,PC、PDA、移动电话等)处显示的第二IM会话。应当注意,可以在图形框、标签式界面以及现在已知的或者成为已知的其他配置中提供每一个IM会话。
[0026]图4为按照这里的某些实施例的过程400的流程图。在操作405处,外部用户发送IM到可呼叫工作组。在操作410处,邀请或敬请被呈现给可呼叫工作组的成员。
[0027]在操作415处,确定可呼叫工作组的成员是否对来自外部用户的IM响应。假如没有响应被识别,那么过程在420结束。假如可呼叫工作组的成员对IM响应,那么过程400继续进行操作425。
[0028]在操作425处,进行在响应的可呼叫工作组成员与外部用户之间的第一IM会话。进行第一IM会话,直到在操作445处结束为止。在第一IM会话进行期间,可以引起(spawn)第二IM会话。在操作430处关于是否引起第二、协商IM会话进行确定。假如不引起第二IM会话,那么第一IM会话是进行的唯一的IM会话。假如引起第二IM会话,那么在操作435处在第一可呼叫工作组成员与可呼叫工作组的其他成员之间进行第二IM会话。不是第一IM会话的参与者的第二IM会话的参与者可以监视第一IM会话的通信。如上所指明的,可以手动或自动地引起第二IM会话。
[0029]进行第二IM会话,直到在操作440处结束。在某些实施例中,当第一和第二IM会话都被结束时,过程400结束。
[0030]在某些实施例中,这里公开的方法和系统可以通过组合硬件和软件组件来实现。在某些方面,可以至少部分地使用计算处理器来执行存储在存储器(例如,闪存、RAM、ROM、磁盘驱动器和其他媒介)上或另外可由处理器访问的计算机代码和程序指令来实现所述方法和系统。
[0031]以上描述的实施例不用来局限于在这里所阐明的特定形式,而是用来覆盖能够合理地包括在所附的权利要求书的精神和范围之内的替代、修改和等同物。