Source: https://patents.google.com/patent/US10250753B2/en
Timestamp: 2020-02-21 22:35:21
Document Index: 611090393

Matched Legal Cases: ['Application No. 2', 'Application No. 2', 'Application No. 2', 'Application No. 201380041951', 'Application No. 201380041951', 'Application No. 13', 'Application No. 13800321']

US10250753B2 - Customer-centric network-based conferencing - Google Patents
US10250753B2
US10250753B2 US14/565,684 US201414565684A US10250753B2 US 10250753 B2 US10250753 B2 US 10250753B2 US 201414565684 A US201414565684 A US 201414565684A US 10250753 B2 US10250753 B2 US 10250753B2
US14/565,684
US20150092616A1 (en
2014-12-10 Priority to US14/565,684 priority patent/US10250753B2/en
2015-04-02 Publication of US20150092616A1 publication Critical patent/US20150092616A1/en
2017-08-02 Assigned to GENESYS TELECOMMUNICATIONS LABORATORIES, INC. reassignment GENESYS TELECOMMUNICATIONS LABORATORIES, INC. ASSIGNMENT OF ASSIGNORS INTEREST (SEE DOCUMENT FOR DETAILS). Assignors: PETROVYKH, YEVGENIY, RISTOCK, HERBERT WILLI ARTUR, ZHAKOV, VYACHESLAV
2019-04-02 Publication of US10250753B2 publication Critical patent/US10250753B2/en
receive a command provided by an initiator to set up a conference;
identify a list of potential conference participants other than the initiator and an agent of an enterprise hosting the communication system;
identify projected presence information for each of the potential conference participants, the projected presence information being an estimate of presence at a future point in time;
determine an optimum time to schedule the conference based on the projected presence for each of the potential conference participants at the optimum time, the optimum time being a time later than a current time, wherein the determined optimum time is for increasing a likelihood of acceptance of an invitation to join the conference;
determine whether a minimum number of the potential conference participants are projected to be available at the determined optimum time;
in response to determining, based on the projected presence, that the minimum number of potential conference participants are projected to be available at the determined optimum time:
send the invitation to a first one of the potential conference participants to join the conference scheduled for the optimum time;
refrain from sending an invitation to a second one of the potential conference participants whose projected presence information indicates unavailability of the second one of the potential conference participants at the optimum time;
receive a first message from the first one of the potential conference participants accepting the invitation to join the conference;
receive a second message from the first one of the potential conference participants to join the conference at the scheduled optimum time; and
transmit a command to connect the first one of the potential conference participants to the conference in response to receipt of the second message.
2. The communication system of claim 1 wherein the instructions further cause the processor to: check for existence of the list in response to receipt of the command: and generate the list in response to determining that the list does not exist.
3. The communication system of claim 1, wherein the instructions further cause the processor to gather information of the potential conference participants from at least one of a contact list of friends, a public contact directory, or a customer contact list, for generating the list.
4. The communication system of claim 1, wherein the command is provided by the initiator in response to interacting with an interactive voice response server, wherein the interactive voice response server is configured to provide a query to the initiator, wherein in response to the query, the interactive voice response server receives indication of intent of the initiator to set up the conference.
5. The communication system of claim 1, wherein the enterprise hosting the communication system is a sales enterprise, and wherein the instructions further cause the processor to offer rewards to the initiator for providing the information about at least one of the potential conference participants.
6. The communication system of claim 1, wherein the instructions further cause the processor to access a pre-stored profile associated with the initiator, wherein the pre-stored profile contains information about at least one potential conference participant.
7. The communication system of claim 1, wherein the presence information is indicative as to availability of the potential conference participant.
8. The communication system of claim 7, wherein the presence information is specific to a particular media channel, wherein the instructions cause the processor to refrain from sending the invitation to the potential conference participant, via the particular media channel.
9. A method for establishing a conference, the method comprising:
receiving, by a processor, a command provided by an initiator to set up the conference;
identifying, by the processor, a list of potential conference participants other than the initiator and an agent of an enterprise hosting the communication system;
identifying, by the processor, projected presence information for each of the potential conference participants, the projected presence information being an estimate of presence at a future point in time;
determining, by the processor, an optimum time to schedule the conference based on the projected presence for each of the potential conference participants at the optimum time, the optimum time being a time later than a current time, wherein the determined optimum time is for increasing a likelihood of acceptance of an invitation of join the conference;
determining, by the processor, whether a minimum number of the potential conference participants are projected to be available at the determined optimum time;
in response to determining, by the processor, based on the projected presence, that the minimum number of potential conference participants are projected to be available at the determined optimum time:
sending, by the processor, the invitation to a first one of the potential conference participants to join the conference scheduled for the optimum time;
refraining, by the processor, from sending an invitation to a second one of the potential conference participants whose projected presence information indicates unavailability of the second one of the potential conference participants at the optimum time;
receiving, by the processor, a first message from the first one of the potential conference participants accepting the invitation to join the conference;
receiving, by the processor, a second message from the first one of the potential conference participants to join the conference at the scheduled optimum time; and
transmitting, by the processor, a command to connect the first one of the potential conference participants to the conference in response to receipt of the second message.
10. The method of claim 9, further comprising; checking, by the processor, for existence of the list in response to receipt of the command; and generating, by the processor, the list in response to determining that the list does not exist.
11. The method of claim 9, further comprising gathering, by the processor, information of the potential conference participants from at least one of a contact list of friends, a public contact directory, or a customer contact list, for generating the list.
12. The method of claim 9, wherein the command is provided by the initiator in response to interacting with an interactive voice response server, wherein the interactive voice response server is configured to provide a query to the initiator, wherein in response to the query, the interactive voice response server receives indication of intent of the initiator to set up the conference.
13. The method of claim 9, further comprising offering, by the processor, rewards to the initiator for providing the information about at least one of the potential conference participants, wherein the enterprise hosting the communication system is a sales enterprise.
14. The method of claim 9, further comprising accessing, by the processor, a pre-stored profile associated with the initiator, wherein the pre-stored profile contains information about at least one potential conference participant.
15. The method of claim 9, wherein the projected presence information is indicative as to availability of the potential conference participants via a plurality of media channels, the projected presence information being specific to a time and to a particular media channel.
16. The communication system of claim 1, wherein the projected presence information is indicative as to availability of the potential conference participants via a plurality of media channels, the projected presence information being specific to a time and to a particular media channel.
17. The communication system of claim 1, wherein the projected presence information is specific to a particular media channel, wherein the instructions cause the processor to send the invitation to the first one of the potential conference participants, via the particular media channel.
18. The communication system of claim 17, wherein the instructions further cause the processor to receive a request to join the conference from the first one of the potential conference participants using a second media channel different from the particular media channel.
19. The system of claim 1, wherein a computerized device accessible to the initiator is configured to automatically aggregate the list of potential conference participants to generate the list.
20. The system of claim 19, wherein the wherein the instructions further cause the processor to:
in response to determining, based on the projected presence, that the minimum number of potential conference participants are projected to be available at the determined optimum time, select a first optimum communication medium for sending the invitation to the first one of the potential conference participants, the first optimum communication medium being a medium predicted to yield a highest probability of acceptance of the invitation.
21. The system of claim 20, wherein the wherein the instructions further cause the processor to: select a second optimum communication medium for sending the invitation to the first one of the potential conference participants, wherein the invitation is sent over the second optimum communication medium in response to lack of acceptance of the invitation sent over the first optimum communication medium.
22. The system of claim 20, wherein the wherein the instructions further cause the processor to: select a second optimum communication medium for sending a second invitation to a third one of the potential conference participants, wherein the second optimum communication medium is different from the first optimum communication medium.
establish a communication session between an initiator and a resource of a call center hosting the communication system, the communication session being conducted over a first media channel and being assigned a session ID;
receive a command provided by the initiator, during the established communication session, to invite conference participants to join the communication session;
identify a list of potential conference participants other than the initiator and an agent of an enterprise hosting the communication system, wherein the list of potential conference participants is automatically aggregated by a computerized device accessible to the initiator in establishing the communication session;
identify projected presence information for each of the potential conference participants at the optimum time;
send an invitation to a first one of the potential conference participants to join the conference scheduled for the optimum time, the invitation being sent over a second media channel different from the first media channel, the invitation including the session ID of the communication session;
refrain from sending an invitation to a second one of the potential conference participants whose projected presence information indicates unavailability of the second one of the potential conference participants;
in response to receipt of the second message, transmit a command to connect the first one of the potential conference participants to the conference over the second media channel.
24. The communication system of claim 23, wherein the instructions further cause the processor to: determine whether a minimum number of the potential conference participants are available based on the identified presence information, wherein the instructions that cause the processor to send the invitation to the first one of the potential conference participants is in response to determining that the minimum number of potential conference participants are determined to be available.
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Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:RISTOCK, HERBERT WILLI ARTUR;ZHAKOV, VYACHESLAV;PETROVYKH, YEVGENIY;REEL/FRAME:043175/0984