Patent Abstract:
A computer receives a first information related to a communication sent to a user device of a second person. The computer determines a user device of a first person using the first information. The computer sends a context information request to the user device of the first person. The computer receives a context information reply responsive to the context information request. The computer sends context information of the context information reply to the user device of the second person. The computer releases the communication to the user device of the second person.

Full Description:
FIELD OF THE INVENTION 
     The present invention relates generally to communication systems, and more particularly to gathering context information about a communication from a user who generated the communication in a communication system. 
     BACKGROUND 
     The use of communication channels of many types has increased greatly, given the recent proliferation of communication technologies. Similarly, the use of social, business, and personal networking services has also increased greatly. Communication channels in widespread use include, for example, telephone voice channels, cellular phone text message channels, computerized instant messaging channels, electronic mail channels, and so on. It is often the case that a given person is able to use a given communication channel in multiple ways. For example, a given person may have a business phone number and a cell phone number, or may have multiple email addresses. It is often the case that one person wants to communicate with another immediately or very soon, to give or receive information or to otherwise collaborate in a timely fashion. Channels that enable such communications can be referred to as real-time communication channels. Typically, one person will attempt to contact another using a real time communication channel, and the person being contacted can decide whether to respond. As communication services and technology evolve, the number of alternate communication channels that people use to contact each other grows. Additionally, the number of social, business, and personal networking services also grows. As such, the burden of monitoring and managing all of the possible communication channels and social, business, and personal networking services, with their attendant devices and interfaces, grows ever greater. 
     Several current solutions attempt to coordinate the many alternate communication channels and the social, business, and personal networking services to alleviate the burden of monitoring and managing the coordinated channels and services. For example, unified communications solutions involve the integration of real-time communication services such as instant messaging, presence information, telephony, and video conferencing with non-real-time communication services such as unified messaging (integrated voicemail, email, text messaging, and fax). Unified communications solutions typically involve multiple products that attempt to provide a unified user interface and user experience. Unified communications solutions can allow a person to send a message on one medium and for it to be received on another medium. For example, a person can receive a voicemail message and choose to access it through e-mail or a cell phone. If the sender of the voicemail message is online, according to the sender&#39;s presence information, and available to currently accept calls, the response to the voicemail can be sent immediately through text chat or video call. Alternatively, it may be sent as a non real-time message that can be accessed through a variety of media. Unfortunately, no current solution adequately alleviates the burden of monitoring and managing multiple coordinated channels and services. 
     SUMMARY 
     Embodiments of the present invention provide for a program product, system, and method for receiving a first information related to a communication sent to a user device of a second person, determining a user device of a first person using the first information, sending a context information request to the user device of the first person, receiving a context information reply responsive to the context information request, sending context information of the context information reply to the user device of the second person, and releasing the communication to the user device of the second person. 
    
    
     
       BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS 
         FIG. 1  is a functional block diagram of communications system  100  in accordance with an embodiment of the present invention. 
         FIG. 2  is a diagram of communications and other messages being made in communications system  100  in accordance with an embodiment of the present invention. 
         FIG. 3  is a flowchart depicting the steps followed by server  120  in accordance with an embodiment of the present invention. 
         FIG. 4  is a block diagram of hardware and software within communications system  100  in accordance with an embodiment of the present invention. 
     
    
    
     DETAILED DESCRIPTION 
       FIG. 1  depicts a functional block diagram of communications system  100  in accordance with an illustrative embodiment of the present invention. Communications system  100  includes network  110 , server  120 , user device  130 , user device  132 , and user device  140 . Network  110  can be, for example, a local area network (LAN), a wide area network (WAN) such as the Internet, or a combination of the two, and can include wireline or wireless connections. In general, network  110  can be any combination of connections and protocols that will support communications via various channels between server  120 , user device  130 , user device  132 , and user device  140  in accordance with an embodiment of the invention. Persons  102  and  104  can use communications system  100  to communicate with each other via various channels as described below. 
     In various embodiments, server  120  can include a laptop, tablet, or netbook personal computer (PC), a desktop computer, a personal digital assistant (PDA), a smart phone, a mainframe computer, or a networked server computer. Further, server  120  can represent computing systems utilizing clustered computers and components to act as single pools of seamless resources when accessed through network  110 , or can represent one or more cloud computing datacenters. In general, server  120  can be any programmable electronic device as described in further detail with respect to  FIG. 4 . 
     User device  130 , user device  132 , and user device  140  can include in various embodiments a cellular phone, a conference phone, a speaker phone, a desk set, a computer with a resident software phone, or any other type of communication device that can exchange voice signals, exchange and process data, or both. User device  130 , user device  132 , and user device  140  are each able to transmit and receive voice signals, data signals, or both to and from each other, to and from server  120 , or both. In general, user device  130 , user device  132 , and user device  140  can be any programmable electronic device as described in further detail with respect to  FIG. 4 . 
     Server  120  includes context program  122 . Context program  122  can operate to intercept a communication from user device  130  of person  102  to user device  140  of person  104 , retrieve context information from person  102  via user device  130  or user device  132 , and provide person  104  with the context information via user device  140 . In one embodiment, the context information is acquired in a consistent manner to give person  104  a predictable context regarding the nature of the communication, which enables person  104  to better decide how and when to respond. In one embodiment, context program  122  does this by giving person  102  a way to furnish certain useful information before person  104  is contacted. Context program  122  acquires this context information regardless of the particular communication device person  102  is using. In one embodiment, if user device  130  lacks an ability to retrieve context information from person  102 , then context program  122  can engage person  102  at a second device, such as user device  132 , so that by the time person  104  is aware of the communication, person  104  has the information necessary to decide in real time how and when to respond. A communication from person  102  to person  104 , as well as a retrieval and provision of context information, are discussed below with reference to  FIG. 2 . 
       FIG. 2  depicts communication  260  between person  102  and person  104 , as well as redirection message  262 , context information request  264 , context information reply  266 , and context information message  268 , in accordance with an illustrative embodiment of the present invention. Communication  260  is depicted in  FIG. 2  as a message transmitted from user device  130  to user device  140 . In one embodiment, communication  260  can be an account message transmitted from user device  130  to user device  140 , initiated by person  102  composing an email message on user device  130  and sending the email message to user device  140  via an email server (not pictured). In another embodiment, the account message is a social networking account message, sent via a social networking server (not pictured). In both embodiments, the email server or social networking server can receive the account message and store it in association with an account of person  104 , and thereinafter send the account message to user device  140  upon retrieval. In another embodiment, communication  260  is an SMS message transmitted from user device  130  to user device  140 , initiated by person  102  sending person  104  an SMS message by composing the SMS message on user device  130  and sending it to user device  140  substantially directly. In yet another embodiment, communication  260  is a phone call transmitted from user device  130  to user device  140 , initiated by person  102  dialing a phone number associated with user device  140 . In various embodiments communication  260  can be any kind of communication. 
     As discussed above, user device  130  transmits communication  260 . In various embodiments, each distinct account (e.g., an email account, social networking account, or another account used for communication) can be regarded as a channel used by user device  130  for making communication  260 . Each distinct phone number (e.g., the phone number of user device  130 , user device  140 , or another phone number used for communication) can be regarded as a channel used by user device  130  for making communication  260 . Further, any distinct mode of communication or distinction made to distinguish a communication endpoint can be regarded as a channel used by user device  130  for making communication  260 . 
     In one embodiment, communication  260  includes full message content. For example, communication  260  can include an entire email message, an entire social networking account message, or an entire SMS message. In another embodiment, communication  260  does not include full message content, and instead includes a notification that full message content is available elsewhere. For example, communication  260  can include a notification that an entire email message, an entire social networking account message, or entire SMS message is available for retrieval on an appropriate server. In an embodiment in which communication  260  is a phone call, communication  260  typically will not include any message content, and instead will include a notification that user device  130  is available to open a voice connection, for example. 
     In one embodiment, context program  122  of server  120  intercepts communication  260  before person  104  is made aware of communication  260 . Thus, although in  FIG. 2  communication  260  is depicted as reaching user device  140 , it should be understood that communication  260  can be intercepted. Context program  122  can intercept communication  260  in several ways. For example, in one embodiment, person  104  can register user device  140  with server  120 , so that communication  260  is redirected from user device  140  to server  120 . In another embodiment, person  104  can establish a communication account on server  120  and instruct all callers to send communication  260  directly to server  120 . In yet another embodiment, person  102  can register user device  130  with server  120 , so that communication  260  is redirected from user device  130  to server  120  without initially being transmitted to user device  140 . In one embodiment, communication  260  is intercepted and redirected from user device  140  via redirection message  262 , which transfers communication  260 , or salient information about communication  260 , to context program  122  of server  120 . 
     After intercepting communication  260  and receiving redirection message  262 , context program  122  transmits context information request  264  to person  102  via either user device  130 , or a second device, such as user device  132 , as depicted in  FIG. 2 . Context program  122  will select either user device  132  or user device  130  depending on which one has a suitable interface with which to retrieve context information from person  102 . Having received redirection message  262 , context program  122  determines that communication  260  was sent directly from user device  130 , and also determines that person  102  is additionally reachable via user device  132  by referral to, for example, a table listing all user devices usable to reach a given person. If user device  130  and user device  132  both have a suitable interface, then in one embodiment context program  122  chooses user device  130  from which communication  260  originated, because it is more likely that person  102  will already be paying attention to user device  130 . Upon receiving context information request  264 , the receiving user device, for example user device  132 , surfaces an interface suitable for gathering context information from person  102 . To surface an interface, a user device presents the interface to a person using a suitable medium, or prompts the person to respond to the interface. In one embodiment, user device  132  may not be equipped to surface a visual interface, but may be equipped for surfacing an audio interface. Alternately, user device  132  may be equipped to surface a visual interface, but may not be equipped for surfacing an audio interface. 
     Having received context information request  264 , in one embodiment user device  132  surfaces a visual interface with labels or text prompts instructing person  102  to enter context information, including one or more of the subject of communication  260 , a description of communication  260 , the urgency of communication  260 , a deadline of contact for communication  260 , and other context information. In one embodiment, user device  132  can surface a voice or video interface with voice prompts or video prompts instructing person  102  to enter context information including one or more of the items described above. 
     After gathering the context information utilizing the surfaced interface, user device  132  transmits the context information in context information reply  266  to context program  122  of server  120 . If the context information is inadequate by virtue of missing requested information, then in one embodiment context program  122  can resend context information request  264  and require the missing context information before sending context information message  268  to user device  140 . For example, the name of person  102 , or other mandatory information, if omitted, might be required. Further, if the context information is inadequate by virtue of needing additional information context program  122  can resend context information request  264  and require additional context information before sending context information message  268  to user device  140 . For example, if half of a set of optional information questions are unanswered, a new set of questions might be required to be answered. The required additional context information can be new or different information not requested in the original request, while the required missing context information can be information that was requested in the original request. In one embodiment, user device  132  can send the context information directly to user device  140 . 
     After receiving context information reply  266 , context program  122  transmits the context information in context information message  268  to user device  140 . If certain context information has been omitted by person  102 , then in one embodiment person  104  instructs context program  122  to resend context information request  264  and require the missing context information. 
     When user device  140  receives context information message  268 , person  104  has a consistent and predictable way to assess communication  260 , either as an isolated communication or in comparison to other communications, and thus has an ability to determine how and when to respond. For example, if communication  260  is from a stranger, it will often be ignored by person  104 , but if person  104  receives communication  260  in combination with context information message  268 , the additional context information in context information message  268  about subject, urgency, or other topics helps distinguish communication  260  in a way that may spur person  104  to give communication  260  attention sooner, if not immediately. For another example, if communication  260  is from a colleague of person  104  it may be answered immediately out of courtesy, when it is the case that an immediate response is not necessary or requested by person  102 , but if person  104  receives communication  260  in combination with context information message  268 , person  102  might realize that answering communication  260  is not necessary or requested. 
     In various embodiments, context information message  268  can be presented to person  104  in several ways, depending on the channel and device types of user device  140 , user device  130 , and user device  132 . In one embodiment, for example, although communication  260  is a phone call and context information was gathered by surfacing an audio interface on user device  130 , context information message  268  can be presented on user device  140  as text or video, via a speech-to-text component of server  120 . In another embodiment, in which communication  260  is an SMS message and context information was gathered by surfacing a text interface on user device  132 , context information message  268  can be presented on user device  140  as audio, via a text-to-speech component of server  120 . In yet another embodiment, context information message  268  can be presented on user device  140  in a form substantially similar to the form in which it was gathered on user device  130  or user device  132 . 
     In various embodiments, context information message  268  can be analyzed and additionally interpreted for the caller, to contextualize the degree of urgency. For example, if context information message  268  indicates that communication  260  is urgent, context program  122  can contextualize the urgency by correlating context information message  268  with a fact, supplied by person  104 , that person  102  is typically excitable or tends to exaggerate the degree of urgency of his or her messages. In another embodiment, context program  122  or user device  140  can accumulate context information message  268  along with additional context information messages, to compile profiles of callers, for example. Further, unanswered communication, including communication  260 , can be gathered into a list within context program  122  or on user device  140 , allowing person  104  or an agent of person  104  to compare communications for the purpose of processing them most efficiently. Further still, communication histories can be used to document and recall responses and analyzed to provide deeper knowledge about response patterns and behaviors. 
       FIG. 3  includes flowchart  300  depicting the steps followed by server  120  in accordance with an embodiment of the present invention. In step  310 , context program  122  of server  120  intercepts a communication by receiving a redirection message. For example, in one embodiment context program  122  can intercept communication  260  by receiving redirection message  262  from user device  140 . In another embodiment, context program  122  can intercept communication  260  by receiving redirection message  262  directly from user device  130 . In step  312 , context program  122  determines if the user device that sent the communication has a suitable interface. For example, context program  122  can determine if user device  130  has a suitable interface for surfacing a particular kind of interface. If context program  122  determines that the sending user device has a suitable interface, flowchart  300  proceeds to step  316 . If context program  122  determines that the sending user device does not have a suitable interface, flowchart  300  proceeds to step  314 , in which context program  122  determines a second user device that does have a suitable interface. For example, context program  122  could determine that user device  132  has a suitable interface for surfacing a particular kind of interface. In step  316 , for surfacing a particular kind of interface transmits a context information request to the determined user device. For example, context program  122  can send context information request  264  to user device  132 . Upon receiving context information request  264 , user device  132  surfaces an interface suitable for gathering context information from person  102 . For example, user device  132  may surface a visual interface, an audio interface, or any other kind of user interface. 
     In step  318 , context program  122  receives a context information reply from the determined user device. For example, in one embodiment context program  122  receives context information reply  266  from user device  132 , after user device  132  interacts with person  102  using a surfaced interface to gather context information. In step  320 , context program  122  determines whether the context information reply is inadequate. For example, context program  122  can determine whether context information reply  266  is inadequate. If the context information reply is inadequate, then flowchart  300  proceeds back to step  316 , in which context program  122  attempts to gain missing or additional context information from person  102 . If the context information reply is adequate, then flowchart  300  proceeds to step  322 . In step  322 , context program  122  transmits a context information message to the recipient user device. For example, context program  122  can transmit context information message  268  to user device  140 . Person  104  can view and consider the gathered context information within context information message  268  utilizing user device  140 , to decide whether and how to respond to or acknowledge communication  260 . If person  104  desires to respond to or acknowledge communication  260 , then in step  324  the communication is released to the recipient user device. For example, in one embodiment, in which communication  260  was intercepted directly at server  120 , context program  122  can release communication  260  to user device  140 . In another embodiment in which communication  260  was intercepted at user device  140  and redirected to server  120 , communication  260  is released upon user device  140  without the direct involvement of context program  122 . 
       FIG. 4  shows a block diagram of the components of a data processing system  800 ,  900 , such as server  120 , user device  130 , user device  132 , or user device  140 , in accordance with an illustrative embodiment of the present invention. It should be appreciated that  FIG. 4  provides only an illustration of one implementation and does not imply any limitations with regard to the environments in which different embodiments may be implemented. Many modifications to the depicted environments may be made based on design and implementation requirements. 
     Data processing system  800 ,  900  is representative of any electronic device capable of executing machine-readable program instructions. Data processing system  800 ,  900  may be representative of a smart phone, a computer system, a PDA, or other electronic devices. Examples of computing systems, environments, and/or configurations that may represented by data processing system  800 ,  900  include, but are not limited to, personal computer systems, server computer systems, thin clients, thick clients, hand-held or laptop devices, multiprocessor systems, microprocessor-based systems, network PCs, minicomputer systems, and distributed cloud computing environments that include any of the above systems or devices. 
     Server  120 , user device  130 , user device  132 , or user device  140  include respective sets of internal components  800   a, b, c  and external components  900   a, b, c  illustrated in  FIG. 4 . Each of the sets of internal components  800   a, b, c  includes one or more processors  820 , one or more computer-readable RAMs  822  and one or more computer-readable ROMs  824  on one or more buses  826 , and one or more operating systems  828  and one or more computer-readable tangible storage devices  830 . The one or more operating systems  828  and context program  122  are stored on one or more of the respective computer-readable tangible storage devices  830  for execution by one or more of the respective processors  820  via one or more of the respective RAMs  822  (which typically include cache memory). In the embodiment illustrated in  FIG. 4 , each of the computer-readable tangible storage devices  830  is a magnetic disk storage device of an internal hard drive. Alternatively, each of the computer-readable tangible storage devices  830  is a semiconductor storage device such as ROM  824 , EPROM, flash memory or any other computer-readable tangible storage device that can store a computer program and digital information. 
     Each set of internal components  800   a, b, c  also includes a R/W drive or interface  832  to read from and write to one or more portable computer-readable tangible storage devices  936  such as a CD-ROM, DVD, memory stick, magnetic tape, magnetic disk, optical disk or semiconductor storage device. Context program  122  can be stored on one or more of the respective portable computer-readable tangible storage devices  936 , read via the respective R/W drive or interface  832  and loaded into the respective storage device  830 . 
     Each set of internal components  800   a, b, c  also includes network adapters or interfaces  836  such as a TCP/IP adapter cards, wireless wi-fi interface cards, or 3G or 4G wireless interface cards or other wired or wireless communication links. Context program  122  can be downloaded to server  120  from an external computer via a network (for example, the Internet, a local area network or other, wide area network) and respective network adapters or interfaces  836 . From the network adapters or interfaces  836 , context program  122  is loaded into the respective storage device  830 . The network may comprise copper wires, optical fibers, wireless transmission, routers, firewalls, switches, gateway computers and/or edge servers. 
     Each of the sets of external components  900   a, b, c  can include a computer display monitor  920 , a keyboard  930 , and a computer mouse  934 . External components  900   a, b, c  can also include touch screens, virtual keyboards, touch pads, pointing devices, and other human interface devices. Each of the sets of internal components  800   a, b, c  also includes device drivers  840  to interface to computer display monitor  920 , keyboard  930  and computer mouse  934 . The device drivers  840 , R/W drive or interface  832  and network adapters or interfaces  836  comprise hardware and software (stored in storage device  830  and/or ROM  824 ). 
     Aspects of the present invention have been described with respect to block diagrams and/or flowchart illustrations of methods, apparatus (system), and computer program products according to embodiments of the invention. It will be understood that each block of the flowchart illustrations and/or block diagrams, and combinations of blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer instructions. These computer instructions may be provided to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus to produce a machine, such that instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions/acts specified in the flowchart and/or block diagram block or blocks. 
     The aforementioned programs can be written in any combination of one or more programming languages, including low-level, high-level, object-oriented or non object-oriented languages, such as Java, Smalltalk, C, and C++. The program code may execute entirely on the user&#39;s computer, partly on the user&#39;s computer, as a stand-alone software package, partly on the user&#39;s computer and partly on a remote computer, or entirely on a remote computer or server. In the latter scenario, the remote computer may be connected to the user&#39;s computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet service provider). Alternatively, the functions of the aforementioned programs can be implemented in whole or in part by computer circuits and other hardware (not shown). 
     Based on the foregoing, computer system, method and program product have been disclosed in accordance with the present invention. However, numerous modifications and substitutions can be made without deviating from the scope of the present invention. Therefore, the present invention has been disclosed by way of example and not limitation. The foregoing description of various embodiments of the present invention has been presented for purposes of illustration and description. It is not intended to be exhaustive nor to limit the invention to the precise form disclosed. Many modifications and variations are possible. Such modifications and variations that may be apparent to a person skilled in the art of the invention are intended to be included within the scope of the invention as defined by the accompanying claims.

Technology Classification (CPC): 7