Abstract:
A method for managing instant message communications, including conducting an instant message (IM) session between a first member of a callable workgroup and an external user participant that calls the callable workgroup; initiating, 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 conducting 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.

Description:
BACKGROUND 
       [0001]    1. Field 
         [0002]    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. 
         [0003]    2. Description 
         [0004]    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. 
         [0005]    Conventional IM systems and methods allow a user to participate in an IM session with one or more participants and separately participate with other users in another separate IM session. In order to consult or avail themselves of the input from other users, an IM participant conventionally actively engages in an IM session with all of the participants they seek input from. For example, an IM participant may engage in an IM session with three other users to gather input from the three other users. 
         [0006]    As such, there exists a need for a system, method, and computer executable program for managing callable workgroup instant messages, including a consultation IM session. 
       SUMMARY 
       [0007]    Some embodiments provide a system, method, device, program code and/or means to provide a consultation IM session with members of a callable workgroup. In some embodiments, a method may include conducting an instant message (IM) session between a first member of a callable workgroup and an external user participant that calls the callable workgroup; initiating, 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 conducting 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 being capable of monitoring communications of the first IM session between the first member and the external user. 
         [0008]    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. 
         [0009]    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. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0010]    Some embodiments are illustrated in the accompanying figures, in which like reference numerals designate like parts, and wherein: 
           [0011]      FIG. 1  is an illustration of various instant message, IM, participants, according to some embodiments herein; 
           [0012]      FIG. 2  is an exemplary flow diagram of a process, according to some embodiments; 
           [0013]      FIG. 3  is an illustrative system, in accordance with some embodiments herein; and 
           [0014]      FIG. 4  is an exemplary flow diagram of a process, according to some embodiments. 
       
    
    
     DETAILED DESCRIPTION 
       [0015]      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. 
         [0016]    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). 
         [0017]      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. 
         [0018]    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 ( 110 ,  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. 
         [0019]      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. 
         [0020]    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 . 
         [0021]    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. 
         [0022]    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. 
         [0023]      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. 
         [0024]    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. 
         [0025]    In some embodiments herein, the first and second IM sessions may be conducted simultaneously. 
         [0026]    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. 
         [0027]    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. 
         [0028]      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. 
         [0029]    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 . 
         [0030]    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. 
         [0031]    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. 
         [0032]    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. 
         [0033]    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.