US20120036194A1 - Collaboration agent - Google Patents

Abstract

A collaboration agent for facilitating real-time communications on behalf of a user. The collaboration agent includes a conference bridge that anchors calls to the conference bridge. The collaboration agent uses contextual information associated with the user to manage the real-time communications. The collaboration agent can communicate with other collaboration agents associated with other users.

Description

RELATED APPLICATIONS
• The present application is a continuation of co-pending U.S. patent application Ser. No. 12/344,914, filed Dec. 29, 2008, entitled “COLLABORATION AGENT.”
FIELD OF THE INVENTION
• This invention relates generally to communications, and in particular to a collaboration agent for managing real-time communications on behalf of a user.
BACKGROUND OF THE INVENTION
• Managing real-time communications, such as telephone calls, text messages, and instant messaging (IM) messages, can be time-consuming and frustrating at times. In a business environment, individuals frequently feel compelled to respond to real-time communications as quickly as possible, but may be unable to do so because the individuals are currently engaged in communicating with someone else. For example, an individual may be using a work phone to participate in a conference call when the individual is alerted that a call is coming in on a second line of the work phone. Other than observe the calling party's phone number, there is little the individual can do. The calling party may then attempt to call the individual's cell phone, and when that is similarly unsuccessful in reaching the individual, attempt to send the individual a text message or an instant message. The individual may be aware of each of these attempts by the calling party to reach the individual, but be unable to communicate with the calling party without disrupting the conference call. When the conference call is over, the individual may have to contact multiple voice messaging systems to determine whether or not the calling party left a message and the purpose of the call. The individual may only later learn that the calling party had an urgent need to contact the individual for a reason that, had the individual been aware of it, would have caused the individual to terminate participation in the conference call to accept the call from the calling party.
• Business environments frequently have one or more sources of information that are useful in determining an individual's availability, presence, or location. For example, most business environments enable their employees to use an electronic calendar to schedule and keep track of meetings. For a particular meeting, the electronic calendar may include information such as a time and date of the meeting, the attendees of the meeting, and a physical location or dial-in information associated with the meeting. Business environments may also enable their employees to communicate with each other via instant messaging, which may include features such as presence indicators which can be used to indicate availability and willingness-to-communicate states of the respective employee. While aspects of these information sources may be visible to other users of the same application, they are not typically used in a real-time application that manages voice communications and other real-time communications. However, such information may be very valuable in establishing and facilitating communications between individuals. For example, in the example provided previously, had the calling party reached a service that could access the individual's electronic calendar, the calling party may have been able to determine another time they would be likely to reach the individual. Alternately, had the calling party reached a service that could indicate the individual was present in their office based on presence information associated with the individual, the calling party may have been able to simply walk to the individual's office. In general, it would be extremely helpful in today's business environment if an intelligent agent could help manage an individual's real-time communications based on information maintained about the individual in one or more information sources.
SUMMARY OF THE INVENTION
• The present invention relates to a collaboration agent that manages real-time communications on behalf of a user. The collaboration agent includes a bridge, sometimes referred to as a conference bridge, and a contextual information interface adapted to obtain information about the user, such as availability, location, or presence. The collaboration agent anchors calls associated with the user to the conference bridge in a network rather than a user device. The user can interface with the collaboration agent via one or more end-user devices. The collaboration agent can interface with other collaboration agents to facilitate communications between associated users. For example, the collaboration agent can receive requests from other collaboration agents for available times during which the associated user is available for a conversation.
• According to one embodiment of the invention, the collaboration agent includes a speech recognition processor for receiving commands from the user. The collaboration agent also includes an ability to communicate with the user, or other users, via text-to-speech processing, speech generation, or playing recorded messages. The collaboration agent establishes, communications sessions between the conference bridge and a user device associated with the user, and other conference bridges associated with other users. The collaboration agent can mix multiple communications sessions associated with the conference bridge together, or can keep certain communications sessions separate from other communications sessions. The collaboration agent can deliver an audio signal to a user from multiple sources while preventing each source from hearing the audio associated with the other source.
• According to one embodiment of the invention, the collaboration agent obtains meeting information from a calendar associated with the user via the contextual information interface. The collaboration agent can use the meeting information to remind the user of imminent or existing meetings of which the user is an attendee. The collaboration agent can also automatically connect the user to another conference bridge associated with another user based on the meeting information, and indicate to the user they have been joined to the other conference bridge, without direction from the user.
• According to another embodiment of the invention, the collaboration agent can receive a request from a second user to establish a communications session between the conference bridge of the user and the conference bridge of the second user. The collaboration agent can determine from meeting information obtained via the contextual information interface that the user has a meeting scheduled at, or substantially near, the time of the request, and that the second user is an attendee of the meeting. The collaboration agent can automatically establish the communications session between the conference bridge of the first user and the conference bridge of the second user based on the meeting information and the identity of the second user.
• According to yet another embodiment of the invention, the collaboration agent can receive a request to establish a first communications session between the conference bridge of the user and a second conference bridge of a second user for the purposes of enabling the second user to communicate with the first user. The collaboration agent determines that the first user is not present and is travelling on business. The collaboration agent successfully establishes a second communications session between the conference bridges of the users and indicates that the second user desires to speak with the user. Upon receiving an indication from the user, the collaboration agent enables communications between the first communications session and the second communications session, while maintaining the directory number of the user confidential.
• Those skilled in the art will appreciate the scope of the present invention and realize additional aspects thereof after reading the following detailed description of the preferred embodiments in association with the accompanying drawing figures.
BRIEF DESCRIPTION OF THE DRAWING FIGURES
• The accompanying drawing figures incorporated in and forming a part of this specification illustrate several aspects of the invention, and together with the description serve to explain the principles of the invention.
• FIG. 1 is a block diagram illustrating a plurality of collaboration agents according to one embodiment of the invention.
• FIG. 2 is a block diagram illustrating a collaboration agent shown inFIG. 1 in greater detail.
• FIG. 3 is a block diagram illustrating two collaboration agents managing communications on behalf of respective users.
• FIG. 4 is a flowchart illustrating a collaboration agent facilitating a real-time communication on behalf of a user according to one embodiment of the invention.
• FIG. 5 is a flowchart illustrating a collaboration agent facilitating a real-time communication on behalf of a user according to another embodiment of the invention.
• FIG. 6 is a flowchart illustrating a collaboration agent facilitating a real-time communication on behalf of a user according to yet another embodiment of the invention.
• FIG. 7 is a flowchart illustrating a collaboration agent facilitating a real-time communication on behalf of a user according to yet another embodiment of the invention.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
• The embodiments set forth below represent the necessary information to enable those skilled in the art to practice the invention and illustrate the best mode of practicing the invention. Upon reading the following description in light of the accompanying drawing figures, those skilled in the art will understand the concepts of the invention and will recognize applications of these concepts not particularly addressed herein. It should be understood that these concepts and applications fall within the scope of the disclosure and the accompanying claims.
• The present invention enables real-time and near real-time communications, such as telephone calls, instant messaging (IM) messages, and text messages (e.g., Short Message Service (SMS) messages), to be managed on a user's behalf by an intelligent controller, referred to herein as a collaboration agent, which preferably operates in conjunction with other collaboration agents to simplify, manage, and facilitate communications between respective users. While the invention described herein has primary applicability in a business environment and will be discussed in the context of a business environment, those skilled in the art will recognize applicability of the invention in other environments, and the invention is not limited to use in a business environment.
• FIG. 1 is a block diagram illustrating a plurality of collaboration agents according to one embodiment of the invention. A plurality ofcollaboration agents10 are coupled to anetwork12 via acommunications link14. Thenetwork12 can comprise any combination of wired or wireless technologies, and can utilize any data transport technologies, such as Transmission Control Protocol/Internet Protocol (TCP/IP) or Sequence Packet Exchange/Internetwork Packet Exchange (SPX/IPX) that enable communications between thecollaboration agents10. Thenetwork12 can, for example, comprise the Internet or can comprise a private enterprise network. Thenetwork12 can also comprise a combination of networks, such as multiple private enterprise networks, that are coupled together to enable communications betweenmultiple collaboration agents10 associated with different, enterprises. The communications links14 can comprise any suitable access communications links, such as wired or wireless access links including Ethernet, broadband cable or Digital Subscriber Line (DSL) lines, WiFi, and the like. Eachcollaboration agent10 has an associateduser16, and thecollaboration agents10 manage communications on behalf of therespective user16. Thecollaboration agents10 use associatedcontextual information18 to make decisions on behalf of therespective user16, or to locate therespective user16, as described in greater detail herein. Thecollaboration agents10 can communicate with one another via messaging and predefined requests using a standard or conventional messaging protocol. Notably, eachcollaboration agent10 includes aconference bridge20 for anchoring calls associated with theuser16. Eachcollaboration agent10 can communicate with one ormore user devices22, such as wired, cordless or cellular telephones, Personal Digital Assistants (PDAs), computers, and the like, to provide communications with theuser16.
• FIG. 2 is a block diagram illustrating a collaboration agent shown inFIG. 1 in greater detail. Thecollaboration agent10 preferably includes a speech processing interface24 adapted to interface to speech processing technology that enables thecollaboration agent10 to receive instructions from arespective user16. The speech processing technology can be integral with thecollaboration agent10, or can be a stand-alone speech recognition processor. If stand-alone, the speech recognition processor24 can devote a speech recognition channel to eachcollaboration agent10 upon initiation of thecollaboration agent10, or can provide a speech recognition channel on an on-demand basis. For one example of using speech recognition processing in an on-demand application, please see U.S. patent application Ser. No. 12/341,246, entitled METHOD AND SYSTEM FOR DETECTING A RELEVANT UTTERANCE, filed Dec. 22, 2008, which is hereby incorporated herein in its entirety. The speech processing interface, according to one embodiment of the invention, enables auser16 to communicate with thecollaboration agent10 on a hands-free basis and in an intuitive and natural manner. Thecollaboration agent10 also preferably has text-to-speech capabilities and the ability to play prerecorded messages or generated messages on behalf of theuser16 to anotheruser16, or to provide instructions or help to therespective user16.
• Thecollaboration agent10 includes acontrol system26 that includes a conventional or proprietary operating system capable of executing one or more programs loaded into amemory28 that contain instructions suitable for carrying out the functionality described herein. According to one embodiment of the invention, thecollaboration agent10 comprises a media application server. Thecollaboration agent10 interfaces tocontextual information18 that can include, for example,presence information30,location information32, orcalendar information34. Thepresence information30 can comprise any suitable information that indicates a presence state of theuser16, or that implies a presence state of theuser16. For example, many IM applications enable a user to indicate a presence state such as “available,” “busy,” “out to lunch,” and the like. Thecollaboration agent10 can communicate with respective IM applications to obtain such presence information via any suitable protocols, such as Session Initiation Protocol (SIP), Extensible Messaging and Presence Protocol (XMPP), and the like. Alternately, thecollaboration agent10 may be able to infer a presence through other information. For example, when theuser device22 is off-hook, thecollaboration agent10 may infer a presence state of “busy” for theuser16.
• Thelocation information32 can include any information that identifies, or implies, a location of theuser16. For example, thecollaboration agent10 may interface with a Global Positioning System (GPS) device associated with theuser16, or be able to determine a location through cellular telephone triangulation techniques known to those skilled in the art. Alternately, some enterprises provide employees Radio Frequency Identification (RFID) tags that monitor the physical location of an employee and provide that information to a central database, or monitor devices used by theuser16 in a similar manner. Alternately, theuser16 may set a location to indicate that they are “in the office,” “at home,” “in the car,” and the like.
• Thecalendar information34 comprises information associated with a respective electronic calendar, or other activity tracking mechanism, of theuser16. Electronic calendars are widely used today to reserve meetings with other users'16. Electronic calendars, such as Microsoft Outlook, enableusers16 with sufficient privileges to exchange meeting requests and reserve time slots on other users'16 electronic calendars upon demand. Meeting requests typically include information such as the attendees of the meeting, location or dial-in information associated with the meeting, starting time and expected ending time of the meeting, and the like.Calendar information34 can be obtained by thecollaboration agent10 using an appropriate application programming interface provided by the respective calendar provider, such as a Microsoft Outlook Application Programming Interface (MAPI), Google Calendar API, or a standard iCal calendar interface. While thepresence information30, thelocation information32, and thecalendar information34 are shown separately inFIG. 2 for purposes of illustration, each of thepresence information30, thelocation information32, and thecalendar information34 constitutecontextual information18, and similarcontextual information18 may come from one or more of thepresence information30, thelocation information32, and thecalendar information34. For example, thecollaboration agent10 may infer presence and availability by examining whether theuser16 is involved in a meeting from obtaining thecalendar information34.
• While calendar, presence, and location information are provided as examples of contextual information used in the present invention, those skilled in the art will appreciate that the invention is not limited thereto. Any type of contextual information that may be accessible to thecollaboration agent10 for determining availability of arespective user16 may be used. For example, thecollaboration agent10 may use profile information associated with a cellular telephone of theuser16 that is accessible by thecollaboration agent10, or electronic records identifying theuser16 as being “on” or “off” duty, for example.
• Thecollaboration agent10 interfaces and controls theconference bridge20 via one or more suitable protocols such as Call Control. Extensible Markup Language (CCXML), Media Resource Control Protocol (MRCP), Media Server Control (mediactrl), and the like. Thecollaboration agent10 uses theconference bridge20 as an anchor point for communications sessions associated with theuser16. Theconference bridge20 includes a mixer, and enables certain communications sessions joined to theconference bridge20 to be coupled with other communications sessions joined to theconference bridge20 as desired. For example, a first communications session may exist between theuser device16 and theconference bridge20, and a second communications session may exist between theconference bridge20 and anotherconference bridge20 associated with anotheruser16. The first and second communications sessions are joined together to enable theusers16 to converse with one another. Thecollaboration agent10 may determine that a meeting obtained from thecalendar information34 begins in five minutes. Thecollaboration agent10 can use the first communications session to inform theuser16 of the imminent meeting without enabling the audio signals to be provided to the second communications session so that theother user16 is unaware that thefirst user16 received an audible reminder of an imminent meeting.
• Another example of the mixing features of theconference bridge20 includes the ability forcertain users16 to hear the audio signals of someusers16 but notother users16. For example, assume that afirst user16 has organized a first conference call with a first group ofusers16 on theconference bridge20 for 9:00 am-10:00 am, and a second conference call with a second group ofusers16 on theconference bridge20 for 10:00 am-11:00 am. At 9:55 am, before the first conference call has concluded, athird user16 from the second group ofusers16 is joined to theconference bridge20 for the second conference call beginning at 10:00 am. However, because thethird user16 is not an attendee of the first conference call, theconference bridge20 does not provide the audio signals from the communications sessions associated with the first group ofusers16 to thethird user16 awaiting the second conference call. Theconference bridge20 may announce to thefirst user16 associated with theconference bridge20 that thethird user16 has joined theconference bridge20 and awaits the 10:00 am call. Theconference bridge20 can enable thefirst user16 to welcome thethird user16 and advise thethird user16 that the call will be beginning shortly, while simultaneously preventing the second group ofusers16 from hearing the discussion between thefirst user16 and thethird user16.
• Anchoring calls to theconference bridge20 provides several notable features, as will be discussed herein. For example, if theuser16 determines that they need to switch from a work phone to a cellular phone in the middle of a conversation, the individual or individuals with whom theuser16 is currently speaking via communications sessions joined to theconference bridge20 need not redial or be inconvenienced. Theuser16 only needs to establish a new communications session between the cell pone and theconference bridge20. The new communications session can be initiated by theuser16 dialing a telephone number associated with theconference bridge20, or thecollaboration agent10, or by asking thecollaboration agent10 to initiate a call to the cell phone associated with theuser16.
• FIG. 3 is a block diagram illustrating two collaboration agents managing communications on behalf of respective users.FIG. 3 will be used herein to illustrate several ways in which thecollaboration agents10 can manage and facilitate real-time communications on behalf of arespective user16.FIG. 3 will also be used in conjunction withFIGS. 4-7 to illustrate particular embodiments disclosed therein. WhileFIG. 3 illustrates acollaboration agent10A and acollaboration agent10B, thecollaboration agents10A,10B may be referred to collectively as thecollaboration agents10 where the discussion does not relate to aparticular collaboration agent10A orcollaboration agent10B. Eachcollaboration agent10 is preferably a routing point for all real-time communications destined for arespective user16. This can be managed, for example, by forwarding telephone devices to a telephone number associated with therespective collaboration agent10 and having IM messages forwarded from the respective IM applications to an address associated with therespective collaboration agent10 via a network feature or other mechanisms known to those skilled in the art. Such configuration can be handled by auser16 or by an administrator when setting up acollaboration agent10 for use by aparticular user16.
• Thecollaboration agent10 receives textual communications, such as IM and text messages, and can provide them to theuser16 based on thecontextual information18 associated with theuser16. For example, assume that theuser16 is driving home from the office and thecollaboration agent10 receives an IM message for theuser16. Thecollaboration agent10 can obtaincontextual information18 and determine that theuser16 is no longer in the office. Thecollaboration agent10 can use theconference bridge20 to attempt to contact theuser16 via the user's16 cell phone. Assuming that theuser16 answers the cell phone, thecollaboration agent10 can provide a prerecorded message to theuser16 saying “An IM message has arrived.” Thecollaboration agent10 couples the communications session between theconference bridge20 and theuser device22 to the speech processing interface24. Theuser16 may say “read the message.” The speech processing interface24 detects the command “read” and provides this information to thecollaboration agent10. Thecollaboration agent10 uses text-to-speech processing to read the IM message to theuser16. Theuser16 may reply “Send IM. Thanks for the message, I agree.” Thecollaboration agent10, via the speech processing interface24, recognizes the command to create and send an IM message, and uses speech-to-text processing to convert the speech “Thanks for the message, I agree” to a textual format. Thecollaboration agent10 then responds to the IM message with an IM message saying “Thanks for the message, I agree.”
• Thecollaboration agent10A can communicate with thecollaboration agent10B on behalf of theuser16A as appropriate. For example, thecollaboration agent10B may initiate a request to open a voice communications session between theconference bridge20A and the conference bridge20B to enable theuser16B to converse with theuser16A. However, thecollaboration agent10A may determine that theuser16A is currently on the phone, and may determine from thecalendar information34A that theuser16A is engaged in a meeting until 3:00 PM, but is available at 3:00 PM for a conversation with theuser16B. Thecollaboration agent10A can send a message to theuser16B that theuser16A is not available, but that theuser16A can speak with theuser16B at 3:00 PM. Thecollaboration agent10B can determine if theuser16B is available at 3:00 PM and, if so, can confirm a meeting with thecollaboration agent10A, and eachcollaboration agent10A and10B can update the respective calendar to record the meeting at 3:00 PM. Eachcollaboration agent10 may have rules, or filters, than can affect how thecollaboration agent10 manages or facilitates a real-time communication based on a particular criterion. For example, assume in the previous example theuser16B is the manager of theuser16A. Theuser16A may set up a rule stating that any attempts from theuser16B to contact theuser16A are to be communicated to theuser16A if theuser16A is present at auser device22. In this example, thecollaboration agent10A may then “whisper” or communicate to theuser16A via theconference bridge20A that theuser16B is attempting to contact theuser16A. The whisper can not be heard by the other participants of the call in which theuser16A is currently engaged. Theuser16A may determine that his presence is not needed on the call, terminate his participation in the call, and indicate to thecollaboration agent10A to establish the communications session between theconference bridge20A and the conference bridge20B to enable theuser16B to communicate with theuser16A.
• Thecollaboration agent10 is preferably always executing on behalf of theuser16. Thus, thecollaboration agent10, even during non-work hours, can make decisions on behalf of theuser16 to either arrange meetings in the future, or attempt to contact theuser16 based on criteria associated with a respective real-time communication.
• FIG. 4 is a flowchart illustrating a collaboration agent facilitating a real-time communication on behalf of a user according to one embodiment of the invention.FIG. 4 will be discussed in conjunction withFIG. 3. Assume that theuser16A wishes to communicate with theuser16B. Theuser16A utters a command or a hot word into theuser device22A, which is coupled to theconference bridge20A via afirst communications session36A. Preferably, according to one embodiment of the present invention, theuser16A remains coupled to theconference bridge20A via thefirst communications session36A during normal business hours so that thecollaboration agent10A can communicate to theuser16A via theuser device22A based on the receipt of real-time communications. For example, when theuser16A arrives at the office each morning, he uses a work telephone to dial into a telephone number associated with arespective collaboration agent10A to establish a communications session between the work telephone and thecollaboration agent10A. Theuser16A leaves the work telephone connected to thecollaboration agent10A throughout the day, and enables a speaker phone capability and hands-free speaking capability of the work telephone, so theuser16A can communicate with thecollaboration agent10A by merely speaking in proximity of the telephone, and similarly can hear information provided by thecollaboration agent10A when in proximity of the work telephone.
• Thecollaboration agent10A recognizes a command from theuser16A and prompts theuser16A for a particular command. Theuser16A indicates a desire to contact the user166 by identifying theuser16B by name (step100). Thecollaboration agent10A searches a contacts list associated with theuser16A for the name of theuser16B (step102). If thecollaboration agent10A cannot locate the name of theuser16B in the contacts list (step104), thecollaboration agent10A may refer to an enterprise-wide directory, such as a Lightweight Directory Access Protocol (LDAP) directory (step106). Assume that the collaboration-agent10A finds multiple names that are similar or identical to the name of theuser16B (step108). Thecollaboration agent10A can provide, via thefirst communications session36A; a message to theuser16A requesting clarification, such as, for example, a last name associated with theuser16B, to remove the ambiguity (step110). Theuser16A can indicate the complete name of the user166, removing the ambiguity. Thecollaboration agent10A can pull, or otherwise extract, a collaboration agent profile associated with thecollaboration agent10B from a database configured to store public profiles of users (step112). Thecollaboration agent10A can obtain an address of thecollaboration agent10B by, for example, by using the identity of theuser16B in a directory lookup as is known by those skilled in the art. Thecollaboration agent10A issues a QueryAvailability request to thecollaboration agent10B (step114).
• Thecollaboration agent10A receives a request from thecollaboration agent10B that includes one or more ofpresence information30B,location information32B, orcalendar information34B (step116). If, from the provided information, thecollaboration agent10A determines that theuser16B is available for communication, thecollaboration agent10A can issue an AuthorizeCommunication request to thecollaboration agent10B (step118). Thecollaboration agent10B may review one or more rules associated with theuser16A and, for example, contact theuser16B to determine whether theuser16B desires to communicate with theuser16A. Assume that thecollaboration agent10B has determined that theuser16B desires to speak to theuser16A. Therefore, thecollaboration agent10B sends a response indicating an approval to talk with theuser16A indicating that a voice channel is a desired communications mechanism (step120). Thecollaboration agents10A,10B then initiate acommunications session36C between theconference bridge20A and the conference bridge20B enabling theuser16A to communicate via the conference bridges20A,20B andcommunications sessions36A,36B,36C (step122).
• FIG. 5 is a flowchart illustrating a collaboration agent facilitating a real-time communication on behalf of a user according to another embodiment of the present invention. In this embodiment, assume theuser16A desires to communicate with theuser16B, but that theuser16B, unbeknownst to theuser16A, is traveling.Steps200 through208 may be identical tosteps100 through116 discussed with reference toFIG. 4, and will not be repeated herein. However, in this embodiment the response from thecollaboration agent10B indicates that theuser16B is out of the office and traveling, but that a DoNotDisturb flag is reset, indicating that theuser16B may be contacted, if possible (step210). Thecollaboration agent10A issues an AuthorizeCommunication request to thecollaboration agent10B (step212). Thecollaboration agent10B, based on thecontextual information18B, determines that theuser16B is out of the office and traveling, and attempts to contact theuser16B via one ormore user devices22B associated with theuser16B (step214). Notably, thecollaboration agent10B attempts to contact theuser16B without providing personal information, such as cell phone numbers associated with theuser16B, to thecollaboration agent10A.
• Assume that thecollaboration agent10B is able to establish acommunications session36B between the conference bridge20B and auser device22B associated with theuser16B. Thecollaboration agent10B informs thecollaboration agent10A to establish acommunications session36C between theconference bridge20A and the conference bridge20B, enabling theuser16A to converse with theuser16B (step216). Alternately, if theuser16B could not be reached by thecollaboration agent10B, thecollaboration agent10B can inform thecollaboration agent10A that theuser16B is currently unavailable (step218). At this point, thecollaboration agents10A,10B could exchange one or more requests, such as FindFreeMeeting, ReserveMeeting, NotifyWhenAvailable, or LeaveVoiceMessage requests. The FindFreeMeeting and ReserveMeeting requests can be used by thecollaboration agents10A,10B to obtain calendar information and negotiate a time for a meeting when bothusers16A,16B are available for a meeting, and to reserve the negotiated time on the respective calendars associated with theusers16A,16B. The NotifyWhenAvailable request can be used to indicate to thecollaboration agent10B to notify thecollaboration agent10A when thecontextual information18B associated with theuser16B indicates that theuser16B is present and available. Upon notification, thecollaboration agent10A can inform theuser16A that theuser16B appears to be present and available, enabling theuser16A to again attempt to contact theuser16B. The LeaveVoiceMessage request can be used to enable theuser16A to, leave a voice mail message for theuser16B.
• FIG. 6 is a flowchart illustrating a collaboration agent facilitating a real-time communication on behalf of a user according to yet another embodiment of the present invention. Thecollaboration agent10A determines that theuser16A has an imminent meeting based oncontextual information18A obtained from thecalendar information34A (step300). Thecollaboration agent10A determines that theuser16A is in the midst of a communication with anotheruser16. Thecollaboration agent10A whispers a meeting reminder via thefirst communications session36A to theuser16A via theuser device22A that theuser16A has an imminent meeting (step302). By “whisper,” it is meant that theuser16A can hear the reminder from thecollaboration agent10A but no other participants in the call with theuser16A can hear the reminder.
• Thecollaboration agent10A then receives a request from thecollaboration agent10B to establish a communications session between theconference bridge20A and the conference bridge206 (step304). Thecollaboration agent10A obtains meeting information from thecalendar information34A (step306). Thecollaboration agent10A determines that theuser16B is an attendee of the meeting that is imminent (step308). Thecollaboration agent10A establishes a communications session between theconference bridge20A and the conference bridge20B enabling theuser16B to participate in the meeting at the time of the meeting (step310). Thecollaboration agent10A also whispers to theuser16A via thefirst communications session36A that theuser16B has joined theconference bridge20A (step312).
• FIG. 7 is a flowchart illustrating a collaboration agent facilitating a real-time communication on behalf of a user according to yet another embodiment of the present invention. Thecollaboration agent10A receives a request from thecollaboration agent10B to establish a communications session between theconference bridge20A and the conference bridge20B to enable theuser16B to converse with theuser16A (step400). Thecollaboration agent10A determines, based oncontextual information18A, that theuser16A is available for communication with theuser16B (step402). However, thecollaboration agent10A determines that a rule exists that requires actual confirmation from theuser16A prior to establishing a communications session to enable conversations with theuser16B. Rules can be maintained in a storage device or memory accessible to therespective collaboration agent10. Rules can be set up by arespective user16 based on a variety of criteria such as calling party, time of day, and the like. Thecollaboration agent10A identifies theuser16B to theuser16A via thecommunications session36A (step404).
• Theuser16A initiates a command to thecollaboration agent10A requesting additional information, such as the nature of the call, from theuser16B (step406). Thecollaboration agent10A establishes acommunications session36C between theconference bridge20A and the conference bridge20B (step408) and provides the question from theuser16A to theuser16B via thecommunications session36C (step410). Theuser16B responds with a reply to the request, and thecollaboration agent10A provides the audio signals from theuser16B to thefirst communications session36A so that theuser16A can hear the response from theuser16B (step412). Theuser16A indicates approval to thecollaboration agent10A for a conversation with theuser16B (step414). Thecollaboration agent10A enables communications between thecommunications session36A and thecommunications session36C to enable theuser16A to converse with theuser16B (step416).
• According to another embodiment of the present invention, thecollaboration agent10A enables theuser16A to monitor a plurality of conference calls simultaneously. For purposes of illustration, assume that theuser16A is attending a first conference call via theconference bridge20A. Assume that the first conference call is scheduled from 9:00 am to 11:00 am. Assume that theuser16A also has a second conference call that he is expected to attend that is scheduled from 10:00 am to 11:00 am. At 10:00 am, thecollaboration agent10A initiates a communications session with theconference bridge20 that is hosting the second conference call. Thecollaboration agent10A informs theuser16A that he has been joined to the second conference call, and mutes the outgoing audio associated with the first conference call so that attendees of the first conference call cannot hear theuser16A, and enables bi-directional audio on the second conference call so that theuser16A can indicate his presence to the attendees of the second conference call. Theuser16A can then issue a command to thecollaboration agent10A to monitor the second conference call, and thecollaboration agent10A can enable bi-directional communications again for the first conference call, and inhibit outgoing audio for the second conference call so that attendees of the second conference call cannot hear theuser16A or the first conference call. Theuser16A can now participate fully in the first conference call, while simultaneously monitoring the second conference call. Assume further that theuser16A determines that he must respond to a remark made on the second conference call. Theuser16A issues a command to thecollaboration agent10A, and in response, thecollaboration agent10A inhibits the outgoing audio associated with the first conference call, and enables bi-directional audio with the second conference call. Theuser16A speaks to the attendees of the second conference call, and the attendees of the first conference call cannot hear theuser16A, although theuser16A can continue to hear the audio associated with the first conference call simultaneously while theuser16A fully participates in the second conference call.
• If desired, thecollaboration agent10A can issue a prerecorded message to either conference call as theuser16A moves from active to passive participation. For example, when theuser16A indicates he desires to speak to the attendees of the second conference call, thecollaboration agent10A may play a message to the attendees of the first conference call that indicates that theuser16A is departing the conference call temporarily. When theuser16A returns to full participation in the first conference call, thecollaboration agent10A can issue another prerecorded message to the attendees of the first conference call that theuser16A has returned to the conference call.
• Those skilled in the art will recognize improvements and modifications to the preferred embodiments of the present invention. All such improvements and modifications are considered within the scope of the concepts disclosed herein and the claims that follow.

Claims (20)

1. A collaboration agent associated with a user of a communication service, the collaboration agent comprising:

a conference bridge;

a contextual information interface operable to receive contextual information associated with the user; and

a control system operable to:

receive a request to establish a communications session with the user via the conference bridge; and

determine whether to establish the communications session based on the contextual information and at least one rule.

2. The collaboration agent ofclaim 1, wherein the contextual information is at least one of:

presence information of the user;

availability information of the user;

location information of the user;

calendar information of the user; and

profile information associated with a communications terminal of the user.

3. The collaboration agent ofclaim 1, wherein the at least one rule comprises a requester-dependent rule whereby the control system determines whether to establish the communications session based at least in part on the contextual information and an identity of a caller associated with the request to establish the communications session.

4. The collaboration agent ofclaim 1, wherein the at least one rule comprises a location-dependent rule whereby the control system determines whether to establish the communications session to a particular user communications terminal based at least in part on a current location of the user.

5. The collaboration agent ofclaim 1, wherein the at least one rule comprises an availability-dependent rule whereby the control system determines whether to establish the communications session based at least in part on a current availability of the user.

6. The collaboration agent ofclaim 5, wherein the control system is further operable to send projected availability information to a requestor of the requested communications session, the projected information conveying a projected availability time of the user determined from the contextual information.

7. The collaboration agent ofclaim 1, wherein the at least one rule comprises a time-of-day-dependent rule whereby the control system determines whether to establish the communications session based at least in part on a current time-of-day.

8. The collaboration agent ofclaim 1, wherein the at least one rule requires user confirmation before establishing the communications session.

9. The collaboration agent ofclaim 8, wherein the control system is operable to identify the requestor of the communications session to the user.

10. The collaboration agent ofclaim 1, wherein:

the control system is further operable to establish the communications session via the conference bridge without interrupting a previously existing communications session connected to the user via the conference bridge; and

the conference bridge is operable to mix signals from the communications session and the previously existing communications session so that the user receives signals from both the communications session and the previously existing communications session, but any other participant in the previously existing communications session does not receive signals from the communications session and any other participant in the communications session does not receive signals from the previously existing communications session.

11. A method of operating a collaboration agent associated with a user of a communication service, the collaboration agent comprising a conference bridge, the method comprising:

receiving contextual information associated with the user; and

receiving a request to establish a communications session with the user via the conference bridge; and

determining whether to establish the communications session based on the contextual information and at least one rule.

12. The method ofclaim 11, wherein the contextual information is at least one of:

presence information of the user;

availability information of the user;

location information of the user;

calendar information of the user; and

profile information associated with a communications terminal of the user.

13. The method ofclaim 11, wherein the at least one rule comprises a requester-dependent rule whereby the collaboration agent determines whether to establish the communications session based at least in part on the contextual information and an identity of a caller associated with the request to establish the communications session.

14. The method ofclaim 11, wherein the at least one rule comprises a location-dependent rule whereby the collaboration agent determines whether to establish the communications session to a particular user communications terminal based at least in part on a current location of the user.

15. The method ofclaim 11, wherein the at least one rule comprises an availability-dependent rule whereby the collaboration agent determines whether to establish the communications session based at least in part on a current availability of the user.

16. The method ofclaim 15, further comprising sending projected availability information to a requestor of the communications session, the projected information conveying a projected availability time of the user determined from the contextual information.

17. The method ofclaim 11, wherein the at least one rule comprises a time-of-day-dependent rule whereby the collaboration agent determines whether to establish the communications session based at least in part on a current time-of-day.

18. The method ofclaim 11, wherein the at least one rule requires user confirmation before establishing the communications session.

19. The method ofclaim 18, comprising identifying the requestor of the communications session to the user.

20. The method ofclaim 11, further comprising:

establishing the communications session via the conference bridge without interrupting a previously existing communications session connected to the user via the conference bridge; and

mixing signals from the communications session and the previously existing communications session so that the user receives signals from both the communications session and the previously existing communications session, but any other participant in the previously existing communications session does not receive signals from the communications session and any other participant in the communications session does not receive signals from the previously existing communications session.

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