Note: Descriptions are shown in the official language in which they were submitted.
CA 02507154 2012-06-19
METHODS AND SYSTEMS FOR CONFIGURING AND PROVIDING
CONFERENCE CALLS
TECHNICAL FIELD
[1] The present invention relates generally to data processing
systems and, more particularly, to a method and system for providing
conference call services.
BACKGROUND
[2] A wide variety of means exist for communication between users.
For example, a user may conduct phone calls via a home phone, work phone,
and mobile phone. Users may also communicate using devices such as
Personal Computers ("PC's"), Personal Digital Assistants ("PDA's"), pagers,
etc.
using different types of messaging services, such as e-mail and instant
messaging.
[3] The types of communications between users also vary. Users
may communicate between each other individually or a group of users (e.g.,
three or more users) may communicate simultaneously through a conference
call. There are different mechanisms for configuring a conference call between
a group of users. Some conventional telecommunication systems configure a
conference call by adding users to an established call one at a time.
Alternatively, conventional systems configure a conference call by allowing
members of a conference call group to call in to a common location (e.g., a
bridge). Other conventional systems, on the other hand, allow a user to
instruct
a network to contact users included on a predetermined list to establish a
conference call between the users.
[4] Although current mechanisms enable users to configure and
establish conference calls, they each require at least one user to initiate
the
configuration of the call at the time the conference call is to take place.
Accordingly, there is a need for a system and method for automatically
establishing a conference call between participant users.
1
CA 02507154 2012-06-19
SUMMARY OF THE INVENTION
[5] Methods and systems consistent with certain aspects related to
the invention automatically establish a conference call between a group of
users. In one aspect of the invention, methods and systems detect a conference
call event that was previously configured by a subscriber user and identify
participant users associated with the conference call event. Once identified,
participant users are contacted and responses are received from the users.
Based on the received responses, a conference call is established between the
participant users and the subscriber user. In one aspect of the invention, at
least one of the detecting and identifying steps are performed without user
intervention.
[6] Other methods and systems consistent with certain aspect of the
invention detect a conference call event previously configured by the
subscriber
user that indicates that a conference call should be established between a
subscriber user and participant users. These methods and system also collect
contact information for the participant users and provide a message including
the contact information to a conference server that is configured to instruct
a
bridge to establish a conference call between the users by calling the
participant
users using the contact information included in the message. Further, these
methods and systems receive a response message from the conference server
including information associated with the conference call and at least one
participant user.
[7] In another aspect related to the invention, methods and systems
consistent with certain principles of the invention facilitate the scheduling
of a
conference call for a predetermined date using a calendar application, whereby
the scheduling includes identifying participant users that are to participate
in the
conference call. Further, these methods and systems, on the predetermined
date, receive an indication that a conference call has been configured in
accordance with the scheduled conference call. Also, these methods and
systems receive an indication that at least one participant user has either
joined
or declined to join the conference call and, during the
2
CA 02507154 2012-06-19
conference call, receive an indication that another participant user has ended
communications with the conference call when that participant user terminates
a connection with a bridge that established the conference call in accordance
with instructions provided by a server that executes the calendar application.
[8] Also, methods and systems consistent with certain aspects of
the invention provide a first server for detecting a conference call event
previously configured by a subscriber user and generating a first message
based on the event, wherein the first message includes telephone numbers for
a plurality of participant users identified by the subscriber user. These
methods
and systems also provide a second server for receiving the first message from
the first server and generating a second message based on the first message,
wherein the second message includes instructions for configuring a
conference call and the telephone numbers. Additionally, the methods and
systems provide a conference bridge for receiving the second message,
extracting the telephone numbers from the second message, and calling the
participant users using the telephone numbers, and establishing a conference
call between the participant users and the subscriber user.
BRIEF DESCRIPTION OF THE DRAWINGS
[9] The accompanying drawings, which are incorporated in and
constitute a part of this specification, illustrate one embodiment of the
invention
and, together with the description, serve to explain the principles of the
invention.
[10] Figure 1 is a diagram of an exemplary data processing and
telecommunications environment in which features and aspects consistent
with the principals of the present invention may be implemented;
[11] Figure 2 is a diagram of an exemplary user terminal, consistent
with the principals of the present invention;
[12] Figure 3 is a diagram of a voice network, consistent with the
principles of the present invention;
3
CA 02507154 2012-06-19
[13] Figure 4 is a block diagram of a service center, consistent with
the principles of the present invention;
[14] Figure 5 illustrates a logical architecture of an exemplary
system, consistent with the principles of the present invention;
[15] Figure 6 is a diagram of an exemplary conference call
environment consistent with the principles of the present invention;
[16] Figure 7 is a diagram of an exemplary flowchart of a conference
call configuration process consistent with the principles of the present
invention;
[17] Figure 8 is a diagram of an exemplary flowchart of a conference
call process consistent with the present invention; and
[18] Figure 9 is a flowchart of an exemplary ad-hoc conference call
process consistent with the present invention.
DETAILED DESCRIPTION
[19] Reference will now be made in detail to exemplary
embodiments of the present invention, examples of which are illustrated in the
accompanying drawings. Wherever possible, the same reference numbers will
be used throughout the drawings to refer to the same or like parts. While the
description includes exemplary embodiments, other embodiments are possible,
and changes may be made to the embodiments described without departing
from the spirit and scope of the invention. The following detailed description
does not limit the invention. Instead, the scope of the invention is defined
by the
appended claims and their equivalents.
Overview
[20] Methods and systems consistent with certain aspects of the
present invention automatically set up and maintain conference calls between
an initiating user and participant users. The initiating user may schedule a
conference call event with a service center by identifying a time and date of
a
future conference call and any participant users that are to be included in
the
4
CA 02507154 2012-06-19
call. The service center scans a data structure associated with a calendar of
events for the conference call event, and when the event is detected, the
service
center provides instructions to a conference bridge that initiates a call to
each
participant user identified by the initiating user. Each participant user may
accept
or reject the call through one or more feedback options made available by the
conference bridge. Once a call is accepted by a participant user, the
conference
bridge facilitates the conference call between the initiating user and any
participant users that have accepted the call. The conference bridge may also
leverage a speech recognition server to create a transcript of any
communications during the conference call that is provided to the initiating
user
following termination of the conference call.
Network Environment
[21] Fig. 1 is a block diagram of a data processing and
telecommunications environment 100, in which features and aspects consistent
with the present invention may be implemented. The number of components in
environment 100 is not limited to what is shown and other variations in the
number of arrangements of components are possible, consistent with
embodiments of the invention. The components of Fig. 1 may be implemented
through hardware, software, and/or firmware. Data processing and
telecommunications environment 100 may include a data network 102, a voice
network 104, and a service center 106. A user 110 may use a user terminal 112
to interface with data network 102 and may use phones 114, 116, and 118 to
interface with voice network 104. Calling party 120 may use phone 122 to call
a
user, such as user 110, at any one of phones 114, 116, and 118.
[22] Data network 102 provides communications between the various
entities depicted in environment 100 of Fig. 1, such as user terminal 112 and
service center 106. Data network 102 may be a shared, public, or private
network and encompass a wide area or local area. Data network 102 may be
implemented through any suitable combination of wired and/or
CA 02507154 2012-06-19
wireless communication networks. By way of example, data network 102 may be
implemented through a Wide Area Network ("WAN"), Local Area Network
("LAN"), an intranet and/or the Internet. Further, the service center 106 may
be
connected to multiple data networks 102, such as, for example, to a wireless
carrier network and to the Internet.
[23] Voice network 104 may provide telephony services to allow a
calling party, such as calling party 120, to place a telephone call to user
110. In
one embodiment, voice network 104 may be implemented using a network,
such as the Public Switched Telephone Network ("PSTN"). Alternatively, voice
network 104 may be implemented on a voice over broadband network, such as
a network using voice-over Internet Protocol ("VoIP") technology.
Additionally,
in other embodiments, the voice network may be a video over broadband
network, such as, for example, a network for providing 2-way video
communications. In another example, the voice network may be a wireless
broadband network, such as, for example, a network using WiFi (i.e., IEEE
802.11(b) and/or (g)). In yet another example, voice network 104 may be a
wireless voice network(s), such as, for example, a cellular or thirdgeneration
cellular network). In addition, voice network 104 may be implemented using any
single or combination of the above-described technologies consistent with the
principles of the present invention. Further, service center 106 may be
connected to multiple voice networks 104, such as for example, Verizon'STM
Voice Network, voice networks operated by other carriers, and wireless carrier
networks.
[24] Service center 106 provides a platform for managing
communications over data network 102 and voice network 104. Service center
106 also provides gateway functions, such as code and protocol conversions, to
transfer communications between data network 102 and voice network 104.
Service center 106 may be implemented using a combination of hardware,
software, and/or firmware. For example, service center 106 may be
implemented using a plurality of general purpose computers or servers coupled
by a network (not shown). Although service center 106 is shown
6
CA 02507154 2012-06-19
with direct connections to data network 102 and voice network 104, any
number and type of network elements may be interposed between service
center 106, data network 102, and voice network 104.
[25] User terminal 112 provides user 110 an interface to data network
102. For example, user terminal 112 may be implemented using any device
capable of accessing the Internet, such as a general purpose computer or
personal computer equipped with a modem. User terminal 112 may also be
implemented in other devices, such as the BlackberryTM, and Ergo AudreyTM'
Furthermore, user terminal 112 may be implemented in wireless devices, such
as pagers, mobile phones (with data access functions), and Personal Digital
Assistants ("PDAs") with network connections.
[26] User terminal 112 also allows user 110 to communicate with
service center 106. For example, user 110 may use Instant Messaging ("IM")
to communicate with service center 106. In addition, user terminal 112 may
use other aspects of TCP/IP including the Hypertext Transfer Protocol
("HTTP"); the User Datagram Protocol ("UDP"); the File Transfer Protocol
("FTP"); the Hypertext Markup Language ("HTML"); and the eXtensible Markup
Language ("XML").
[27] Furthermore, user terminal 112 may communicate directly with
service center 106. For example, a client application may be installed on user
terminal 112, which directly communicates with service center 106. Also, user
terminal 112 may communicate with service center 106 via a proxy.
[28] Phones 114, 116, 118, and 122 interface with voice network 104.
Phones 114, 116, 118, and 122 may be implemented using known devices,
including wireline phones and mobile phones. Although phones 114, 116, 118,
and 122 are shown directly connected to voice network 104, any number of
intervening elements, such as a Private Branch Exchange ("PBX"), may be
interposed between phones 114, 116, 118, and 122 and voice network 104.
7
CA 02507154 2012-06-19
[29] Fig. 2 is a block diagram of a user terminal consistent with the
present invention. User terminal 112 may include a Central Processing Unit
("CPU") 200, a memory 202, a storage module 204, a network interface 206,
an input interface 208, an output interface 210, an input device 212, and an
output device 214.
[30] CPU 200 provides control and processing functions for user
terminal 112. Although Fig. 2 illustrates a single CPU, user terminal 112 may
include multiple CPUs. CPU 200 may also include, for example, one or more of
the following: a co-processor, memory, registers, and other processing devices
and systems as appropriate. CPU 200 may be implemented, for example,
using a PentiumTM processor provided from Intel Corporation"
[31] Memory 202 provides a primary memory for CPU 200, such as
for program code. Memory 202 may be embodied with a variety of components
of subsystems, including a Random Access Memory ("RAM") and a Read-Only
Memory ("ROM"). When user terminal 112 executes an application installed in
storage module 204, CPU 200 may download at least a portion of the program
code from storage module 204 into memory 202. As CPU 200 executes the
program code, CPU 200 may also retrieve additional portions of program code
from storage module 204.
[32] Storage module 204 may provide mass storage for user terminal
112. Storage module 204 may be implemented with a variety of components or
subsystems including, for example, a hard drive, an optical drive, CD ROM
drive, DVD drive, a general-purpose storage device, a removable storage
device, and/or other devices capable of storing information. Further, although
storage module 204 is shown within user terminal 112, storage module 204
may be implemented external to user terminal 112.
[33] Storage module 204 includes program code and information for
user terminal 112 to communicate with service center 106. Storage module 204
may include, for example, data structures or program code for a calendar
application, such as GroupWiseTM provided by Novell Corporation" or Outlook
provided by Microsoft Corporation TM; a client application, such as a
8
CA 02507154 2012-06-19
Microsoft Network Messenger Service ("MSNMS") client or America Online
Instant Messenger (AIM) client; and an Operating System ("OS"), such as the
Windows Operation System provided by Microsoft Corporation. In addition,
storage module 204 may include other program code and information, such as
program code for TCP/IP communications; kernel and device drivers;
configuration information, such as a Dynamic Host Configuration Protocol
("DHCP") configuration; a web browser, such as Internet Explorer" provided by
Microsoft Corporation, or Netscape Communicator" provided by Netscape
Corporation"'; and any other software that may be installed on user terminal
112.
[34] Network interface 206 provides a communications interface
between user terminal 112 and data network 102. Network interface 206 may
receive and transmit communications for user terminal 112. For example,
network interface 206 may be a modem, or a LAN port.
[35] Input interface 208 receives input from user 110 via input device
212 and provides the input to CPU 200. Input device 212 may include, for
example, a keyboard, a microphone, and a mouse. Other types of input devices
may also be implemented consistent with the principles of the present
invention.
[36] Output interface 210 provides information to user 110 via output
device 214. Output device 214 may include, for example, a display, a printer,
and a speaker. Other types of output devices may also be implemented
consistent with the principles of the present invention.
[37] Fig. 3 is a diagram of a voice network, consistent with the
principles of the present invention. As shown, voice network 104 includes an
Intelligent Service Control Point ("ISCP") 302, Service Transfer Points
("STP")
304 and 306, service switching points ("SSP") 308 and 310, a Line Information
Database ("LIDB") 312, an ISCP Service Provisioning And Creation
Environment ("SPACE") 314, a Recent Change Environment ("RCE") 316, an
Intelligent Peripheral ("IP") 320, and a switch access 322. Although this
embodiment of a voice network 104 is described as a PSTN, as
9
CA 02507154 2012-06-19
discussed above in other embodiments, voice network 104 may be, for
example, a voice or video over broadband network a wireless broadband, a
wireless voice network, etc.
[38] Voice network 104 may be implemented using the PSTN and SS7
as a signaling protocol. The SS7 protocol allows voice network 104 to provide
features, such as call forwarding, caller-ID, three-way calling, wireless
services
such as roaming and mobile subscriber authentication, local number
portability,
and toll-free/toll services. The SS7 protocol provides various types of
messages
to support the features of voice network 104. For example, these SS7
messages may include Transaction Capabilities Applications Part ("TCAP")
messages to support event "triggers," and queries and responses between
ISCP 302 and SSPs 308 and 310.
[39] ISCP 302 may also be, for example, a standard service control
point ("SCP") or an Advanced Intelligent Network ("AIN") SCP. ISCP 302
provides translation and routing services of SS7 messages to support the
features of voice network 104, such as call forwarding. In addition, ISCP 302
may exchange information with the service center 106 using TCP/IP or SS7.
ISCP 302 may include service logic used to provide a switch, such as SSP 308
or 310, with specific call processing instructions. ISCP 302 may also store
data
related to various features that a user may activate. Such features may
include,
for example, call intercept and voice mail. ISCP 302 may be implemented using
a combination of known hardware and software. ISCP 302 is shown with a
direct connection to service center 106 and a connection to ISCP SPACE 314,
however, any number of network elements including routers, switches, hubs,
etc., may be used to connect ISCP 302, ISCP SPACE 314, and service center
106. Further, information exchanged between the ISCP 302 and service center
106 may use, for example, the SR3389 General Data Interface ("GDI") for
TCP/IP.
[40] STPs 304 and 306 relay SS7 messages within voice network
104. For example, STP 304 may route SS7 messages between SSPs 308
CA 02507154 2012-06-19
and 310. STP 302 may be implemented using known hardware and software
from manufacturers such as NORTELTM and LUCENT TechnologiesTM
[41] SSPs 308 and 310 provide an interface between voice network
104 and phones 114 and 120, respectively, to setup, manage, and release
telephone calls within voice network 104. SSPs 308 and 310 may be
implemented as a voice switch, an SS7 switch, or a computer connected to a
switch. SSPs 308 and 310 exchange SS7 signal units to support a telephone
call between calling party 120 and user 110. For example, SSPs 308 and 310
may exchange SS7 messages, such as TCAP messages, within Message
Signal Units ("MSU") to control calls, perform database queries to
configuration
database 312, and provide maintenance information.
[42] LIDB 312 comprises one or more known databases to support
the features of voice network 104. For example, LIDB 312 may include
subscriber (i.e., a user that is a customer of a business entity providing
services through one or more components of environment 100) information,
such as a service profile, name and address, and credit card validation
information. Although, in this figure, LIDB 312 is illustrated as directly
connected to ISCP 302, LIDB 312 may be connected to ISCP 302 through an
STP (e.g., 304 and 306). Additionally, this communication link may use, for
example, the GR-2838 General Dynamic Interface ("GDI") for SS7.
[43] ISCP SPACE 314 may be included as part of the ISCP 302 or
be separate from the ISCP 302. For example, the TelcordiaTM ISCP may
include an environment similar to SPACE 314 as part of the product. Further,
ISCP SPACE 314 may include one or more servers. ISCP SPACE 314 is the
point in the ISCP platform where customer record updates may be made.
[44] In one embodiment, customer records may be stored in ISCP
SPACE 314 such that the records may be updated and sent to ISCP 302.
These records may include information regarding how to handle calls directed
to
the customer. For example, these customer records may include information
regarding whether or not calls for the customer are to be forwarded to a
different number, and/or whether or not the call should be
11
CA 02507154 2012-06-19
directed to an IP, such as a voice mail system, after a certain number of
rings.
Additionally, one ISCP SPACE 314 may provide updates to one or more ISCPs
302 via an ISCP network (not shown).
[45] Additionally, voice network 104 may include one or more recent
change engines 316 such as, for example, an Enterprise Recent Change engine
("eRC"); an Assignment, Activation, and Inventory System ("AAIS"); or a
Multi-Services Platform ("MSP"). As an example, the eRC and AAIS may be
used in voice networks 104 located in the western part of the United States,
while an MSP may be used in networks in the eastern part. The recent change
engines may be used to update switch and ISCP databases. For example, a
recent change engine may deliver database updates to SSPs and to ISCPs,
such that when updating databases, these recent change engines emulate
human operators. Additionally, if the instructions are to be sent to an ISCP
302,
the recent change engine may first send the instructions to ISCP SPACE 314,
which then propagates the instructions to ISCP 302 as discussed above.
Further, an MSP or eRC may be used, for example, for providing updates to
both SSPs 308 or 310 and ISCPs 302. Or, for example, an eRC may be used
for providing updates to SSPs 308 or 310, while an AAIS is used for providing
updates to ISCPs 302.
[46] Updates sent to SSPs 308 or 310 may be sent from the recent
change engine 316 via a switch access 322 that may, for example, convert the
updates into the appropriate protocol for SSP 308 or 310. For example, recent
change engine 316 may send updates to SSPs 308 or 310 via TCP/IP. Switch
access 322 may then convert the updates from TCP/IP to X.25. This switch
access 322 may be implemented using hardware and/or software. These
connections may include any number of elements, such as, for example,
switches, routers, hubs, etc. and may be, for example, an internal, data
network
for voice network 104.
[47] Voice network 104 may also include one or more IPs. For
example, in Figure 3, an IP 320 is illustrated as being connected to SSP 308.
These IPs may be used for providing functions for interaction between users
12
CA 02507154 2012-06-19
and the voice network, such as voice mail services, digit collection,
customized announcements, voice recognition, etc. Moreover, the
communications between SSP 308 and IP 320 may use the Primary Rate
interface ("PRi") (e.g., the 1129 protocol) protocol. Additionally, the IP 320
may be capable of sending and receiving information to/from the Service
Center 106. These communications may use, for example, the SR-3511
protocol. Further, although Figure 3 illustrates this connection as a direct
connection, this connection may include any number of elements including
routers, switches, hubs, etc., and may be via, for example, an internal data
network for voice network 104.
[48] Fig. 4 is a block diagram of a service center, consistent with the
principles of the present invention. As shown, service center 106 may include
firewalls 402 and 404, one or more digital companion servers 406, one or more
communication portal servers 408, one or more network access servers 410,
and a voice portal 412. The voice portal 412 may include a voice portal
application server 414 and a voice recognition server 416. A network 418 may
be used to interconnect the firewalls and servers. Additionally, back end
server(s) 420 may be provided between the service center 106 and the voice
network 104.
[49] Firewalls 402 and 404 provide security services for
communications between service center 106, data network 102, and voice
network 104, respectively. For example, firewalls 402 and 404 may restrict
communications between user terminal 112 and one or more servers within
service center 106. Any appropriate security policy may be implemented in
firewalls 402 and 404 consistent with the principles of the present invention.
Firewalls 402 and 404 may be implemented using a combination of known
hardware and software, such as the Raptor Firewall provided by the Axent
Corporation. Further, firewalls 402 and 404 may be implemented as separate
machines within service center 106, or implemented on one or more machines
external to service center 106.
13
CA 02507154 2012-06-19
[50] Network 418 may be any appropriate type of network, such as
an Ethernet or FDDI network. Additionally, network 418 may also include
switches and routers as appropriate without departing from the scope of the
invention. Further, additional firewalls may be present in network 418, for
example, to place one or more of servers 406, 408, 410, or voice portal 412
behind additional firewalls.
[51] Each server (406, 408, 410, 414, 416, 420) may be any
appropriate type of server or computer, such as a Unix or DOS-based server
or computer. The servers may implement various logical functions, such as
those described below. In Figure 4, a different server is illustrated as being
used for each logical function. In other embodiments, the logical functions
may
be split across multiple servers, multiple servers may be used to implement a
single function, all functions may be performed by a single server, etc.
[52] In general, a digital companion server 406 may provide the
software and hardware for providing specific services of the service center.
Exemplary services include, for example, permitting a customer to add
contacts to their address book from a history of calls made or received by the
customer, permitting a customer to make calls directly from their address
book,
scheduling a call to be placed at a specific time, or permitting the customer
to
look at the name and/or address associated with a phone number. Additionally,
these services may include permitting the customer to listen to their voice
mail
on-line, forwarding their calls based on a scheduler and/or the calling
parties
number, setting up conference calls on-line, realtime call management, etc. In
one embodiment, real-time call management enables a user to perform several
functions as a call is being received, such as sending a call to voice mail,
sending a call received on one device to another device, manually initiating
protection from telemarketers, playing an announcement for the caller,
scheduling a call back, bridging a caller onto a current call, etc.
14
CA 02507154 2012-06-19
[53] A communication portal server 408 may provide the hardware
and software for managing a customer's account and interfacing with customer
account information stored by the provider of customer's voice network 104.
The
network access servers 410 may provide the hardware and software for sending
and receiving information to the voice network 104 in processing the
applications provided by the service center. For example, the network access
servers 410 may be used for transmitting and/or receiving information from/to
an
ISCP 302 or an SSP 308 or 310 of the voice network 104.
[54] Voice portal 412 includes software and hardware for receiving
and processing instructions from a customer via voice. For example, a
customer may dial a specific number for voice portal 412. Then the customer
using speech may instruct the service center 105 to modify the services to
which the customer subscribes. Voice portal 412 may include, for example, a
voice recognition function 416 and an application function 414. Voice
recognition function 416 may receive and interpret dictation, or recognize
spoken commands. Application function 414 may take, for example, the output
from voice recognition function 416, convert it to a format suitable for
service
center 106 and forward the information to one or more servers (406, 408, 410)
in service center 106.
[55] Fig. 5 illustrates a logical architecture of an exemplary system,
consistent with the present invention. As illustrated, the logical
architecture
may be split into four planes: client side plane 502, application service
plane
504, network access plane 506, and voice network plane 508.
[56] Client side plane 502 includes user terminals 112 A and 112B
that a user may use to send and/or receive information to/from the service
center 106. Additionally, client side plane 502 includes the user's phone(s)
114. As discussed above, user terminals 112 may be any type of device a user
may use for communicating with service center 106. For example, user
terminal 112 A may be a PDA running a program for communicating with
service center 106, while user terminal 112_B may be a desktop type
CA 02507154 2012-06-19
computer running a web browser for communicating with the service center
106 via the Internet. Additionally, the user may have one or more phones 114,
such as, for example, one or more standard landline telephones and/or
wireless phones.
[57] Application service plane 504 includes digital companion
server(s) 406, communication portal server(s) 408, and voice portal 412. These
entities may communicate between one another using, for example, web
services or any other suitable protocols. Web services are a standardized way
of integrating Web-based applications using XML, Simple Object Access
Protocol ("SOAP"), Web Services Description Language ("WSDL") and
Universal Description, Discovery and Integration ("UDDI") open standards over
an Internet protocol backbone.
[58] As illustrated, a digital companion server 406 may provide the
following functions: a client proxy function 512, a web server function 514,
an
application server function 516, a calendar server function 518, a
notification
server function 520, and a database function 522. Each of these functions may
be performed in hardware, software, and/or firmware. Further, these functions
may each be executed by a separate server, split across multiple servers,
included on the same server functions, or any other manner.
[59] Client proxy function 512 provides a proxy function for the digital
companion that may be used for security purposes. Client proxy function 512
may be included in a separate server such that all communications sent from
the other digital companion functions/servers to a user terminal 112 via data
network 102 go through client proxy 512. Also, if client proxy 512 is included
on
a separate server, for example, an additional firewall may be provided between
client proxy 512 and the other digital companion servers to provide additional
security.
[60] Web server function 514 provides functionality for receiving
traffic over data network 102 from a customer. For example, web server
function 514 may be a standard web server that a customer may access
16
CA 02507154 2012-06-19
using a web browser program, such as Internet ExplorerTM or Netscape
CommunicatorTM
[61] Application server function 516 encompasses the general
functions performed by digital companion server(s) 406. For example, these
functions may include interfacing with the various other digital companion
functions to perform specific services provided by the service center. These
services may include, for example, interfacing with other function(s),
software,
and/or hardware to provide a customer with the capability of managing their
calls
online. Such services may include, for example, permitting a customer to add
contacts to their address book from a history of calls made or received by the
customer, permitting a customer to make calls directly from their address
book,
scheduling a call to be placed at a specific time, or permitting the customer
to
look at the name and/or address associated with a phone number. Additionally,
these services may include permitting the customer to listen to their voice
mail
on-line, forwarding their calls based on a scheduler and/or the calling
parties
number, setting up conference calls on-line, enabling call management with
user intervention in real-time, etc.
[62] Additionally, application server function 516 may interface with
one or more external devices, such as an external web server, for retrieving
or
sending information. For example, application server function 516 may
interface with a voice network's data center 556 (e.g., verizon.com) to
determine the services to which the customer subscribes (e.g., call waiting,
call forwarding, voice mail, etc.).
[63] Calendar server function 518 may provide the capability of
scheduling events, logging when certain events occurred, triggering the
application-functions to perform a function at a particular time, etc. In one
aspect
of the invention, calendar server function 518 generates and maintains a
scheduling data structure, such as a user calendar that includes scheduling
events (e.g., meetings, tasks, etc.), that are created by the user through
user
terminal 112-A. For example, a user may schedule a conference call event in a
calendar application reflecting a time and date when the user is to
17
CA 02507154 2012-06-19
participate in a conference call that is be established in accordance with
certain
aspects related to the present invention. Calendar server function 518 may
operate with, or leverage, application server function 516 to initiate
conference
call configuration processes consistent with aspects of the invention.
[64] Notification server function 520 provides the capability to send
information from the service center 106 to a user terminal 112. For example,
the
notification server function 520 at the direction of the application server
function
516 may send a notification to the user terminal 112 that the user is
presently
receiving a phone call at the user's phone 114. This notification may be, for
example, an instant message pop-up window that provides an identification of
the caller as well as the number being called. The notification may also have
a
number of user-selectable buttons or items associated with it that enable the
user to manage a call in real-time.
[65] Database function 522 provides the storage of information
useable by the various applications executed by the digital companion
servers. These databases may be included in, for example, one or more
external storage devices connected to the digital companion servers.
Alternatively, the databases may be included in storage devices within the
digital companion servers themselves. The storage devices providing
database function 522 may be any type of storage device, such as for
example, CD-ROMs, DVD's, disk drives, magnetic tape, etc.
[66] As discussed above, communication portal server(s) 408 provide
the hardware and software for managing a customer's account and interfacing
with customer account information stored by the provider of customer's voice
network 104. As illustrated in Figure 5, a communication portal server 408 may
provide the following functions: a web server function 526, an application
server function 528, a contacts database function 530, and/or a customer
profile function 532. Each of these functions may be performed by a separate
server, split across multiple servers, included on the same server functions,
or
any other manner.
18
CA 02507154 2012-06-19
[67] Web server function 526, as with web server function 514 of the
digital companion servers, provides functionality for receiving traffic over
data
network 102 from a customer. For example, the web server may be a standard
web server that a customer may access using a web browser, such as Internet
Explorer or Netscape Communicator.
[68] Application server function 528 encompasses the general
functions performed by communication portal servers 408. For example, these
functions may include interfacing with the voice network to retrieve and/or
modify
customer profile information, and creating and editing an address book for the
user. Additionally, application server function 528 may include the
functionality of
sending and/or receiving information to/from external servers and/or devices.
For example, communication portal servers 408 may be connected to a network,
such as, the Internet. Application server function 528 may then provide
connectivity over the Internet to external servers 552 that provide web
services,
such as the Superpages web page. Application server function 528 could then
contact these external services 552 to retrieve information, such as an
address
for a person in the user's address book.
[69] In another example, application server function 528 of
communication portal 408 may interface a Single Sign On ("SSO") server 554.
SSO 554 may be used to allow users to access all services to which the user
subscribes, on the basis of a single authentication that is performed when
they
initially access the network.
[70] Moreover, application server function 528, similar to application
server 516, may provide functionality to facilitate services performed by the
service center. These services may include, for example, interfacing with
other
function(s), software, and/or hardware to provide a customer with the
capability
of managing their calls online. For example, permitting a customer to add
contacts to their address book from a history of calls made or received by the
customer, permitting a customer to make calls directly from their address
book,
scheduling a call to be placed at a specific time, or permitting
19
CA 02507154 2012-06-19
the customer to look at the name and/or address associated with a phone
number. Additionally, these services may include permitting the customer to
listen to their voice mail on-line, forwarding their calls based on a
scheduler
and/or the calling parties number, setting up conference calls on-line,
enabling
call management with user intervention in real-time, etc.
[71] Contacts database function 530 includes storage devices for
storing an address book for the user. This address book may be any appropriate
type of address book. For example, the user's address book may include the
names, phone numbers, and addresses of people and/or organizations. These
storage devices may be internal or external to communication portal servers
406
or some combination in between. In addition, these storage devices may be any
type of storage device, such as magnetic storage, memory storage, etc.
[72] Customer profile database function 532 includes storage devices
for storing customer profile information for the user. These storage devices
may be the same or separate storage devices used for the contacts database.
The customer profile may include information regarding the user's account for
their voice network. For example, this information may include the user's
name, billing address, and other account information. Additionally, the
customer profile may include information regarding voice services to which the
user subscribes, such as, for example, call waiting, voice mail, etc.
[73] Application services plane 504 of the architecture may also
include a voice portal 412. As discussed above, the voice portal 412 may
include, for example, a voice recognition function 416 and an application
server
function 414, and be used for receiving and processing instructions from a
customer via voice. The voice recognition function may be implemented using
hardware and/or software capable of providing voice recognition capabilities.
This hardware and/or software may be a commercially available product, such
as the Voice Application platform available from Tellme Networks,
Incorporated.
Application server function 414 of voice portal 412 may include hardware
and/or
software for exchanging
CA 02507154 2012-06-19
information between digital companion servers 406 and voice recognition
function 416. Additionally, application server function 414 may be included on
a
separate server, included in the hardware and software providing voice
recognition function 416, included in digital companion servers 406, etc.
[74] Network access plane 506 of the architecture includes the
functions for providing connectivity between application service plane 502 and
voice network 104. For example, this plane may include recent change engines
316, network access servers 410, and/or back end servers 420.
[75] As discussed above, recent change engines 316 may be used to
update switches and ISCP databases included in the voice network 104. In one
embodiment, recent change engines 316 may include an AAIS 544, an eRC
546, and/or an MSP 548. Additionally, a proxy 542 may be used between the
digital companion servers 406 and recent change engines 542 for security
purposes.
[76] Network access servers 410 may be included in the service
center 106 and may provide the hardware and software for sending and
receiving information to voice network 410 in processing the applications
provided by the service center. For example, network access servers 410 may
include a Caller ID ("CID") functionality for retrieving caller ID information
from
voice network 104, a Click To Dial ("CTD") functionality for instructing an
intelligent peripheral in the voice network to place a call via an SSP, and/or
a
Real Time Call Management ("RTCM") functionality for interfacing with an ISCP
of the voice network.
[77] Network access plane 506 may also include one or more back
end server(s) 420. These back end server(s) 420 may include hardware and/or
software for interfacing service center 106 and voice network 104. Back end
server(s) 420 may be connected to service center 106 by a network, by a direct
connection, or in any other suitable manner. Further, back end server(s) 420
may connect to one or more devices in voice network 104 by a network, a
direct connection, or in any other suitable manner.
21
CA 02507154 2012-06-19
[78] Back end server(s) 420 may include, for example, a server
providing a voice mail retrieval and notification function. This voice mail
retrieval and notification function may include the capability to receive
notifications when a user receives a voice mail, physically call a user's
voice
mail system, enter the appropriate codes to retrieve the voice mail, retrieve
the voice mail, convert the voice mail to a digital file, and send it to
digital
companion servers 406.
[79] Additionally, these back end server(s) 420 may also include, for
example, a directory assistance server. This directory assistance server may
interface service center 106 with a Reverse Directory Assistance Gateway
("RDA Gateway") of the voice network 104. An RDA Gateway is a device for
issuing requests to a Data Operations Center ("DOC") of voice network 104 for
name and/or address information associated with a phone number and
receiving the name and/or phone number in response to this request.
[80] In another example, back end server(s) 420 may include a
wireless internet gateway that is used for interfacing with a Mobile Switching
center ("MSC") of a wireless voice network. As with the above-described back
end server(s) 420, this wireless internet gateway may be used for converting
requests and information between the formats used by service center 106 and
those used by the wireless voice network.
[81] In yet another example, back end server(s) 420 may include a
Single Number Short Message Service ("SN SMS") server for interfacing
service center 106 with a Short Message Service ("SMS") gateway in voice
network 104. This may be used to permit the customer to have SMS
messages addressed to their home phone number directed to an SMS
capable device of the users choosing.
[82] Also, back end server(s) 420 may include a conference blasting
server for instructing a conference bridge in voice network 106 to dial out
via
an SSP to the participants of a voice conference. Alternatively, for example,
back end server(s) 420 may include a server for instructing an IP of the voice
network to place a call between two parties by dialing out to each of the
22
CA 02507154 2012-06-19
parties. The back end server(s) may also include the capability to instruct
the
bridge or IP device to call an audio digitizing device that can listen to the
conference, convert the audio signals to digital format, and forward the
digitized
signals to a user device via, for example, an audio streaming server. The
audio
streaming server may, for example, allow a user to connect to it via, for
example, the Internet. Additionally, the audio streaming device may buffer or
record the signals to permit the user to pause, rewind, and/or fastforward
thru
the conference.
[83] Voice network plane 508 includes the hardware and software
included in the voice network 104, as discussed above with reference to Fig.
3. For example, voice network plane 508 may include ISCP SPACE 314, ISCP
302, intelligent peripherals 320, and SSP 308. Additionally, voice network
plane 508 may also include the hardware and software included in a wireless
carrier's network, such as, for example, the mobile switching center, etc.
Conference Call System Overview
[84] As explained, methods and systems consistent with certain
aspects related to the present invention provide an environment from which a
user may manage several different features associated with communicating
over a telecommunications and/or information exchange network. Among those
features are one or more conference call processes that automatically
configure and maintain conference calls for a subscriber user through the
subscriber user's scheduling calendar and/or address book. In one aspect of
the invention, the conference call processes allow the subscriber user to
schedule a conference call event that includes one or more other participant
users. The processes automatically establish a conference call between the
users at the scheduled time and/or date scheduled by the subscriber user.
[85] Fig. 6 shows an exemplary network environment 600 that
performs the conference call processes consistent with certain aspects
related to the present invention. As shown, environment 600 includes data
23
CA 02507154 2012-06-19
network 602, voice network 604, service center 606, user terminal 612, back-
end servers 620, conference bridge 630, user systems 637 and 640-1 to 640N,
users 645-1 to 645-N, and speech recognition server 650.
[86] User terminal 612 is a terminal operated by a subscriber user 605
that is configured and operates in a manner consistent with user terminal 112
shown in Fig. 1. Data network 602 is a network that provides communications
between various entities in environment 600, such as user terminal 612 and
server center 606, in a manner consistent with data network 102 described
above in connection with Fig. 1. Voice network 602 is a telephony-based
network that provides communications between selected entities in
environment 600, such as users 645-1 to 645-N and conference bridge 630 in a
manner consistent with voice network 104 described above in connection with
Fig. 1.
[87] Service center 606 provides a platform for managing
communications over data network 602 and voice network 604 in a manner
consistent with service center 106 described above in connection with Fig. 1.
In one aspect of the invention, server center 606 includes Digital Companion
Server ("DCS") 607 that provides customer related services in a manner
consistent with digital companion server 406 described above in connection
with Figs. 4 and 5.
[88] Back end servers 620 may be one or more computing systems
that interface service center 606 and voice network 604. Back end servers 620
may include hardware and/or software and operates in a manner consistent with
back-end servers 420 described above in connection with Fig. 5. In one aspect
of the invention, back end servers 620 includes a Conference Blasting
Application ("CBA") server 610 that executes software to perform one or more
conference call processes, including a process that generates messages used
by environment 600 to set up a conference call associated with subscriber user
605.
[89] Conference bridge 630 is a network bridge that establishes
communications between selected ones of users 645-1 to 645-N and
24
CA 02507154 2012-06-19
subscriber user 605. In one aspect of the invention, conference bridge 630
receives instructions from DCS 607 to set up conference calls in accordance
with a conference call event configured by DCS 607. Further, conference
bridge 630 provides telecommunication services associated with one or more
calls during a conference call process.
[90] User systems 640-1 to 640-N may be communication systems
operated by respective users 645-1 to 645-N. Through user systems 640-1 to
640-N and voice network 604, users 645-1 to 645-N may communicate with
each other using one or more types of communication devices. Accordingly,
user systems 640-1 to 640-N may represent telephony based devices, such as
wireline or wireless telephones. Alternatively, user system 640-1 to 640-N may
represent user terminals that operate in a manner consistent with user
terminal
612. User 605 may also communicate with users 640-1 to 640-N through user
system 637 and voice network 604.
[91] Speech recognition server 650 is a computing system that
converts audio information provided by conference bridge 630 into speech
information. Server 650 transcribes the speech information into text data that
is
stored in one or more data storage devices (not shown). In one aspect of the
invention, speech recognition server 650 is located external to any components
of environment 600. Alternatively, server 650 may be included as a server
within back end servers 620.
[92] In one aspect of the invention, user 605 may be a subscriber to
one or more services offered by service center 606. That is, user 605 may be a
user that registers with a business entity associated with service center 606
to
receive one or more communication services offered by the components of
environment 600, such as service center 607. For example, user 605 may be a
subscriber to service center 606 to receive calls through a preferred device.
A
preferred device is one of a plurality of communication and/or computing
devices
associated with the subscriber (e.g., user 605). Such devices include, for
example, PDAs, wireless telephones, wireline telephones, etc. In one aspect of
the invention, service center 607 may receive
CA 02507154 2012-06-19
information pertaining to a call directed to user 605 from a calling party,
and
retrieve data corresponding to user 605 using the received information.
Service
center 607 may determine a preferred device of user 605 based on the retrieved
information. Thereafter, service center 607 may ascertain whether the
preferred
device of the user requires a new mode of delivery, and if so, routes the call
to
the preferred device of the user to be compatible with the new mode of
delivery.
Conference Call Processes
[93] Methods and systems consistent with certain aspects of the present
invention automatically configure and maintain a conference call between user
605 and one or more users 645-1 to 645-N. Fig. 7 is a flowchart of an
exemplary conference call configuration process that may be performed by
environment 600. In one aspect of the invention, user 605 may set up one or
more conference call scheduling events through user terminal 612 and service
center 606 (Step 705). For example, user 605 may access a calendar
application and an address book provided by service center 606 to add
participant users to a proposed conference call meeting. To do so, in one
example, user 605 may access participant user information displayed in a
graphical representation of an address book corresponding to user 605 Using
an input device (e.g., a mouse, stylus, etc.), user 605 may select profile
information for a participant user (e.g., user 645-1) from the address book
and
drop it in a conference call icon included in the calendar application for a
proposed time and date (e.g., Monday, December 7, 2003, 9:00 AM EST).
Alternatively, user 605 may select a date and time for a proposed conference
call and add participant users to a participant list provided in graphical
form on
the display device in user terminal 612. In one aspect of the invention,
26
CA 02507154 2012-06-19
service center 606 employs an application server function (e.g., application
server function 516) within DCS 607 to allow user 605 to schedule a
conference call to take place at a specific time and date. One skilled in the
art
will appreciate, however, that different mechanisms and methods may be
employed by environment 600'to enable user 605 to schedule a conference
call with one or more participant users 645-1 to 645-N without departing from
the scope of the invention.
[94] Periodically, DCS 607 may scan the calendar application
associated with user 605 to determine whether a conference call event is
detected (Step 710). The conference call event may act as a trigger that
directs
DCS 607 to automatically set up a conference call for user 605. For example,
DCS 607 may determine whether a current date and time matches, or is within
some predetermined range of, a scheduled conference call for user 605. For
instance, suppose user 605 previously scheduled a conference call with three
participant users listed in user 605's address book for a particular date
(e.g.,
Monday, November 17, 2003, at 10:00 AM EST). On that date and/or time (i.e.,
November 17, 2003), or sometime earlier, a DCS 607 function, such as
calendar service function 518, may trigger a conference call event that
instructs
DCS 607 to begin configuring a conference call in accordance with the
particulars set up by user 605 and represented in the user's calendar.
[95] Once a conference call event is detected, DCS 607 generates a
Conference Blasting Application ("CBA") message (Step 720). The CBA
message includes profile information for each participant user included in a
participant list associated with the detected scheduled conference call. For
example, DCS 607 may collect the telephone numbers and identifiers for each
participant user and add them to the CBA message. Once the CBA message is
generated, DCS 607 formats the message for an appropriate transmission
protocol and sends the message to CBA server 610 (Step 730). In one aspect
of the invention, DCS 607 may format the CBA message into an XML message
and transmit the message to CBA server 610 using TCP/IP
27
CA 02507154 2012-06-19
protocol. Other types of transmission protocols and information formats,
however, may be implemented by service center 606 and DCS 607 to
transport the CBA message to CBA server 610.
[96] CBA server 610 may extract the information included in the CBA
message to generate a CBA bridge message (Step 740). A CBA bridge
message is a set of commands that are directed to a specific bridge (e.g.,
conference bridge 630) that instructs the bridge to set up a conference call
by
dialing out to the participant user's identified in the CBA message. In one
aspect
of the invention, CBA server 610 may determine which one a plurality of
bridges
(not shown) in environment 600 is configured to handle conference call
communications with any of users 645-1 to 645-N. CBA server 610 may identify
conference bridge 630 as being dedicated to handle conference call operations
and thus generate a CBA message based on the identification of bridge 630.
That is, CBA server 610 may format a message that includes one or more
commands directed to conference bridge 630.
[97] Conference bridge 630 receives the CBA bridge message and,
based on the commands included in the message, sets up a conference call that
includes user 605 and any participant users identified in the CBA bridge
message (Step 750). In one aspect of the invention, conference bridge 750
collects the telephone number for each participant user 645-1 to 645-N from
the
CBA bridge message. Once the conference call is configured, conference bridge
630 uses the collected telephone numbers to establish a connection with
participant users 645-1 to 645-N (Step 750), In one aspect of the invention,
conference bridge 630 may dial out to each user system 640-1 to 640-N
operated by a participant user 645-1 to 645-N using the signaling protocols
and/or components implemented by voice network 604, such as SCPs, SSPs,
SCPs, ISCPs, SS7 protocol infrastructures, etc.
[98] In one aspect of the invention, one or more participant users 645-1
to 645-N may be subscribers to service center 606. Accordingly, when
generating the CBA message, DCS 607 may determine whether a participant
user is a subscriber to service center 606. If so, DCS 607 may determine
28
CA 02507154 2012-06-19
whether the subscriber participant user 645-1 to 645-N has subscribed for a
preferred device service, (i.e., a Digital Companion (DC) user). In such a
case,
DCS 607, through components of service center 606 and/or DCS 607 (e.g.,
network access servers 410, application server 516, etc.) formats the CBA
message to reflect the type of preferred device by which the subscriber
participant user prefers to be contacted. For example, if the subscriber
participant user indicates a desire to be contacted via a PDA, service center
606 formats the CBA message to include the contact information required to
establish a connection with the subscriber participant user's PDA. Further, if
the
type of delivery mode requires adjustment because of the type of preferred
device indicated by the subscriber participant user, DCS 607 may format the
CBA message to reflect the type of delivery mode that is to be used to
establish
contact with the subscriber participant user.
[99] Once communication is established with a participant user (e.g., user
645-1), methods and system consistent with certain aspects related to the
present invention may perform a conference call process. Fig. 8 shows a
flowchart of an exemplary conference call process that may be performed by
one or more components of environment 600 in a manner consistent with
certain aspects related to the present invention. As shown, the conference
call
process may begin when conference bridge 630 attempts to establish
communication contact with a target participant user (e.g., user 645-1) by
calling the participant user's corresponding user system (e.g., user system
640-1) (Step 810). If the target participant user does not answer the
conference
call from bridge 630 (Step 812; NO), conference bridge 630 may
29
CA 02507154 2012-06-19
generate and provide a NO CONTACT message to DCS 607 through CBA
server 610 (Step 815).
[100] In one aspect of the invention, the NO CONTACT message may
indicate to DCS 607 that the target participant user did not answer the
conference call. Additionally, the NO CONTACT message may also identify the
target participant user, the telephone number called, the time called, and any
other type of information associated with the attempted conference call
contact
operation. DCS 607 may generate a DCS NO CONTACT message including
some or all of the NO CONTACT message information provided by bridge 630,
and send the DCS NO CONTACT message to user terminal 612 through data
network 602. Alternatively, or additionally, DCS 607 may provide the DCS NO
CONTACT message information to conference bridge 630 through CBA server
610. Bridge 630 may provide the NO CONTACT information to user 605
through user system 637 in, for example, voice format. In another aspect of
the
invention, conference bridge 630 may provide the NO CONTACT message
information to user system 637 upon determining that the target participant
user
did not answer the conference call. One skilled in the art will appreciate
that the
above described examples are not intended to be limiting and that methods and
system consistent with aspects of the present invention may use other types of
messages, information, and components to notify user 605 of the unanswered
conference call.
[101] Following the generation and provision of the no-contact message,
conference bridge 630 may determine whether there are any more participant
users included in the scheduled conference call that bridge 630 has not yet
contacted (Step 816). If so (Step 816; YES), bridge 630 attempts to establish
contact with the new target participant user (Step 810). On the other hand, if
conference bridge 630 has attempted to contact every participant user
identified
in the CBA bridge message for the conference call, and none of the users have
answered the call (or communication could not be established for another
reason) (Step 816; NO), conference bridge 630 may
CA 02507154 2012-06-19
generate a no conference call message to DCS 607 indicating that the
scheduled conference call can not be processed because of the lack of
participant users (Step 818). In one aspect of the invention, DCS 607 may
provide the no conference call message to user terminal 612 in a manner
similar to that described above in connection with the NO CONTACT message.
Further, bridge 630 may provide the no conference call message to user
system 637 in a manner similar to that described above in connection with the
NO CONTACT message.
[102] Referring back to Fig. 8, if a target participant user did answer the
conference call (Step 812; YES), conference bridge 630 may generate and play
one or more announcements to the target participant user (via the user's
corresponding user system) (Step 820). The announcement may include a voice
message indicating to the participant user that the target participant user is
scheduled to participate in a scheduled conference call. The announcement may
also identify other participant users (e.g., 645-N) and the user initiating
the
conference call (e.g., user 605). Other types of announcements may be provided
by conference bridge 630 that include additional information associated with
the
conference call, such as subject of the call, a proposed agenda, etc. Also,
additional messages may be provided to user 605, such as a message
indicating that a conference call has been configured in accordance with a
scheduled conference call prevoiously set up by user 605 through service
center
606. Further, other components of environment 600 (shown or not shown in Fig.
6) may provide the one or more announcements to the participant user. That is,
conference bridge 630 may leverage another processing component to provide
conference call participant announcements to participant users 645-1 to 645-N.
[103] Additionally, the announcements may be pre-configured and/or
selected by user 605 using service center 606. In one example, when
scheduling a conference call, user 605 may provide service center 606 with a
pre-configured announcement that is used by conference bridge 630 when a
participant user answers a conference call. In this instance, DCS 607 may
31
CA 02507154 2012-06-19
include the pre-configured announcement in the CBA message provided to
CBA server 610. And, in turn, CBA server 610 may include the preconfigured
announcement message in the CBA bridge message provided to conference
bridge 630. In another aspect of the invention, conference bridge 630 may
provide a generic conference call announcement that is common to other
conference calls established by bridge 630 prior to, during, or subsequent to,
the conference call established for user 605 in the conference call process
described in connection with Figures 7 and 8.
[104] Upon answering the conference call, the target participant user
may have the option of accepting or not accepting the call. If the target
participant user accepts the call (Step 830; YES), the conference call process
proceeds at Step 850, described below. If, on the other hand, the target
participant user does not accept the conference call (Step 830; NO),
conference bridge 630 may perform a participant feedback process consistent
with certain aspects of the present invention (Step 840).
[105] The participant feedback process provides the target participant
user one or more options for refusing the conference call. For example, bridge
630 may provide a feedback message to the target participant user including a
list of options the target participant user may select to refuse the call.
These
options may include refusing the conference call outright (i.e., do not accept
the
call and hang up), leave a message for the initiating user (e.g., user 605),
set an
alternate telephone number or preferred device to contact the target
participant
user, and instruct the conference bridge 630 to dial back in a user-specified
amount of time (e.g., a number of minutes). The target participant user may
make the appropriate selection using voice commands and/or Dual Tone
Multi-Frequency ("DTMF") responses that are processed by conference bridge
630 using speech recognition and/or DTMF processes, respectively.
[106] If the target participant user refuses the conference call,
conference bridge 630 may generate and provide a refusal message to user
605 through user system 637 by way of voice network 604 and/or user
32
CA 02507154 2012-06-19
terminal 612 by way of CBA server 610 and DCS 607. Alternatively, if the
target participant user wishes to leave a message for user 605, conference
bridge 630 may record the target participant user's response to the conference
call and provide the response to user 605 in a similar manner (e.g., via user
system 637 and/or user terminal 612). Also, if the target participant user
wishes to instruct bridge 630 to call them back using an alternate telephone
number, conference bridge 630 may receive the alternate number from the
target participant user and attempt to re-establish the conference call
connection with the target participant user based on the alternate number
(Step 810). Moreover, if the target participant user instructs bridge 630 to
call
back, bridge 630 may request and record a specified period of time that bridge
630 is to attempt to contact the target participant user. When the specified
period of time expires, bridge 630 may perform Step 810 to re-execute the
conference call process for that target participant user.
[107] It should be noted that conference bridge may offer and perform
any of the feedback process options individually or in combination with each
other. That is, bridge 630 may allow the target participant user to set an
alternate telephone number and instruct bridge 630 to call back in a specified
period of time. Further, the participant feedback process options described
above are exemplary and not intended to be limiting, thus conference bridge
630 may offer and process other options associated with a target participant
user's refusal to accept a conference call. Once the participant feedback
process is completed, the conference call process may end.
[108] Referring back to Fig. 8, if the target participant user accepts the
conference call (Step 830; YES), conference bridge 630 may generate and
provide a participant user acceptance message to DCS 607 (Step 850). The
acceptance message includes information reflecting the target participant
user's acceptance of the call. This information may also include information
identifying the target participant user, the status of the target participant
user's
acceptance of the call, and any other type of information associated with the
conference call and/or the target participant user. For example, the
33
CA 02507154 2012-06-19
acceptance message may include voice or text information indicating that the
target participant user has accepted the conference call and is joining in the
conference initiated by DCS 607. The target participant user may be identified
by a conference call identifier, the participant user's name, and/or the
participant
user's telephone number. DCS 605 forwards this information to user 605 in the
appropriate format through user terminal 612. Alternatively, or additionally,
conference bridge 630 may provide the acceptance message to user 605
through user system 637 and voice network 604.
[109] Once the target participant user accepts the conference call, the
user may participate in the conference with user 605 and any other participant
users (645-1 to 645-N) that have also joined the call (e.g., 860). During the
conference call, conference bridge 630 may detect a disconnection event
reflecting a condition when the target participant user's connection with
conference bridge 630 has been terminated.
[110] Termination of the participant user's call may be the result of many
actions. For instance, the participant user may have ended the call
voluntarily
(e.g., hung up) or the connection between the participant user and conference
bridge 630 may have been terminated for unwanted reasons (i.e., dropped off,
line disconnections, user system communication problems, voice network 604
failure, etc.). Accordingly, in one embodiment, the conference call process
may
determine whether the target participant user ends their participation in the
conference call (Step 870). Alternatively, or additionally, conference bridge
630
may monitor the connections of each participant user 630 to detect an
involuntary disconnection (e.g., Step 871, described further below).
[111] In one embodiment of the invention, the conference call process
may implement one or more rules to determine whether the participant user
voluntarily or involuntarily dropped from the conference call. For example,
one
or more rules may be stored as software code in a memory device that enables
the conference call process to determine the type of disconnection that may
have occurred. To do so, in one aspect of the invention, the
34
CA 02507154 2012-06-19
conference call process may determine the type of device the participant user
(i.e., user system 640) used to participate in the call. Based on the type of
device, the process may determine whether the participant user ended
participation voluntarily (e.g., hung up) or was disconnected. For example, a
rule may be established that determines that an involuntary disconnection
event
occurs when the participant user was using a wireless or IP phone when the
user's participation ended before the conference call was completed. On the
other hand, another rule may establish that the user voluntarily ended
participation in the call when they were using a wireline device. The above
rules
are intended to be exemplary and different rules and/or automated logic may be
implemented with methods and systems consistent with this invention to
determine the type of drop off that occurs during a conference call.
[112] If the target participant user voluntarily ends participation in the
call
(Step 870; YES), conference bridge 630 may generate and provide a participant
user termination message to DCS 880 (Step 880). The termination message
may include information identifying the target participant user, the
participant
user's telephone number, a time that the participant user ended participation,
and any other type of information bridge 630 may be programmed to provide
upon the target participant user terminating their participation in the
conference
call. DCS 607 may provide the termination message to user 605 through user
terminal 612. Alternatively, or additionally, conference bridge 630 may
provide
the termination message to user 605 through user system 637 and voice
network 604.
[113] Following the delivery of the termination message, the conference
call process may end for the target participant user. Environment 600 may,
however, continue to execute the conference call process for any other
remaining participant users and user 605 until the conference call no longer
includes any participant users. In one aspect of the invention, the conference
call process may continue for participant users 645-1 to 645-N following
termination of the call by user 605. Additionally, while the
CA 02507154 2012-06-19
conference call is still established and includes at least one participant
user
and/or user 605, any participant users (or user 605) may rejoin the call by
contacting conference bridge 630 using a predetermined telephone number
and/or conference identifier. Alternatively, user 605 may instruct conference
bridge 630, through a CBA message generated by DCS 607, to contact a
participant user who previously terminated their participation in the call.
These
processes are described with reference to Steps 871-877.
[114] Referring back to Step 870, if the participant user did not end the
call voluntarily (Step 870; NO), the conference call process may determine
whether the participant user was dropped from the call involuntarily due to an
disconnection event (e.g., diminishing cellular phone
communication power, communication line disconnections, power loss,
network infrastructure failures, etc.) (Step 871). If the user was not dropped
from the call (Step 871; NO), the user continues with participation in the
conference call (Step 860). On the other hand, if the participant user was
dropped from the call (Step 871; YES), the conference call process
determines whether the participant user is a DC user (i.e., a user registered
with service center 606 and has access to the services offered by DCS 607)
(Step 8,72). If the user is not a DC user (Step 872; NO), a best effort re-
establishment process is performed (Step 873).
[115] In one embodiment of the invention, the best effort reestablishment
process may determine the phone number of the device the participant user
operated when participating in the conference call. Using that number, the
best
effort re-establishment process may leverage conference bridge 630 to call the
number in an attempt to re-establish communications with the participant user.
If
communications are not re-established with the participant user (Step 874;
NO),
the process repeats communication attempts for a predetermined number of
times before proceeding to Step 880. If, however, communications is
re-established with the participant user (Step 874; YES), the conference call
process may query the participant user whether they wish to be reconnected or
dropped from the conference call
36
CA 02507154 2012-06-19
(Step 875). If the user wishes to end participation (Step 875; YES), the
process proceeds to Step 880. If the user wishes to continue participation in
the call (Step 875; NO), the process returns to Step 860.
[116] Referring back to Step 872, in the event the participant user is a
DC user (Step 872; YES), the conference call process may perform a DC user
re-establishment process (Step 876). In this process, the profile for the
participant user is accessed from DCS 607 to determine, among other things,
the user's preferred device list, the telephone or contact numbers for each
preferred device. Further, the DC user re-establishment process may collect
information from DCS 607 indicating whether the user desires to be
automatically contacted during a conference call drop event (i.e., if the user
was disconnected during a conference call). The conference call process uses
the collected profile information to attempt to re-establish communications
with
the participant user through the user's preferred device. If one device does
not
work, the process may attempt communications with another preferred device.
If communication is not established after exhausting the desired profile
communication contact techniques (Step 877; NO), the conference call
process proceeds to Step 880. If, however, communications was re-established
with the participant user (Step 877; YES), the process continues at Step 875.
[117] It should be noted that the conference call process determines the
participant user's preferred device at the time of participation in the
conference
call. For example, consider an exemplary scenario where a participant user is
participating in a conference call using a wireless device while traveling in
a
vehicle to a place of employment (i.e., their office). If the participant user
is
dropped from the conference call (or the user hangs up when they arrive at
their place of employment), the user may access DCS 607 to reassign their
preferred device (or reprioritize) to their office wireline device.
Accordingly,
DCS 607 may attempt to re-connect with the user through the user's office
wireline device. Alternatively, if DCS 607 unsuccessfully attempts to
re-connect the participant user to the conference
37
CA 02507154 2012-06-19
call through the wireless device used during the call prior to drop off, DCS
607
may be configured to call the user's office wireline device. Accordingly, DCS
607 determines a DC participant user's preferred device based on either the
device used by the user during the conference call, or through the user's
profile
registered with DCS 607.
Conference Call Transcription Processes
[118] In addition to establishing and maintaining conference calls,
methods and systems consistent with certain aspects related to the present
invention enable voice communications during a conference call to be recorded
and transcribed. In one aspect of the invention, conference bridge 630 may
independently collect audio information from each channel of a conference call
(i.e., audio signals received from each user system 640-1 to 640-N that are
participating in a conference call). Bridge 630 may route the collected audio
information to speech recognition server 650, which converts the audio
information to speech information. Conference bridge 630 may directly route
the
audio information to server 650 or indirectly route the signals through back
end
servers 620 or other components of environment 600. Speech recognition
server 650 may create a transcript of text data from the speech information
that
identifies each speaker (i.e., user 645-1 to 645-N and user 605) based on the
speaker's communication connection established between voice network 604
and the speaker's corresponding user system 640-1 to 640-N. Speech
recognition server 650 may also synchronize the transcript using time data
that
is encoded in the recorded audio information provided by conference bridge
630. In one aspect of the invention, speech recognition server 650 stores any
audio information that cannot be converted to text data as audio files. Server
650 may insert pointers to the audio files in an appropriate location of the
transcript. Thus, speech recognition server 650 may create a transcript that
includes a sequence of text data that corresponds to the conversations between
participant users 645-1 to 645-1
38
CA 02507154 2012-06-19
and user 605 during a conference call. The transcript may include, at some
temporal based location in the transcript where text data could not be
converted, a pointer to one or more audio files that includes non-converted
audio information corresponding to a speaker that was talking during that
moment in time reflected in the transcript.
[119] Speech recognition server 650 may be configured to store the
transcript in one or more storage devices located within server 650 or
external to
server 650, such as a storage device associated with database 555. Further,
speech recognition server 650 may format the transcript into a file that is
provided to user 605's email address included in DCS 607. Alternatively,
speech
recognition server 650 may allow subscriber user 605 to access the stored
transcript through service center 606.
Ad Hoc Conferencing
[120] Methods and systems consistent with certain embodiments of the
present invention allow user 605 to set up conference call scheduling events
that
system 600 uses to configure subsequent conference calls. In another
embodiment, system 600 may also enable user 605 to configure a conference
call to take place immediately, or nearly immediately, following user 605's
request. Figure 9 show a flowchart of an exemplary ad-hoc conference call
process that may be performed by system 600 consistent with certain aspects of
the invention. Using the ad-hoc conference call process, user 605 may leverage
DCS 607 to create a conference call "on the fly" such that DCS 607 does not
monitor a scheduling application (e.g., calendar application) to detect a
scheduling event. In other words, user 605 may set up a scheduling event to
take place at the time user 605 requests a conference call (Step 910).
[121] When setting up a conference call scheduling event "on the fly,"
user 605 may access service center 606 through user terminal 612 to establish
a conference call with participant users 645-1 to 645-N. In one aspect, user
605
may access DCS 607 to identify one or more participant users 645-1 to 645-N.
For example, user 605 may access an address book
39
CA 02507154 2012-06-19
that includes a list of participant users from which user 605 may select to
participate in a conference call. This may be performed, for example, by
highlighting one or more participant users listed in a menu displayed to user
605 via user interface 612. Alternatively, or additionally, user 605 may
designate one or more participant users 645-1 to 645-N that are not included
in the list. In this instance, user 605 may provide DCS 607 with contact
information (e.g., telephone numbers, IP addresses, etc.) corresponding to
each designated participant user.
[122] Once user 605 selects and/or designates target participant users
to be included in a conference call, DCS 607 automatically sets up and
initiates
the conference call. In one embodiment, DCS 607 may also identify a
conference bridge that may be used to establish and facilitate the conference
call (Step 920). For example, user 605 may have a profile entry registered
with
DCS 607 that identifies a conference bridge for user 605. Accordingly, DCS
607 may determine whether that conference bridge is available for use when
user 605 initiates a request for a conference call. If the bridge is
available,
DCS collects the bridge identification number for user 605's designated bridge
and adds the number to a generated CBA message that further includes the
contact information for the target participant users designated by user 605.
On
the other hand, if the designated bridge is not available, or user 605 does
not
have a designated bridge, DCS 607 may searches for and temporarily assigns
a conference bridge to user 605 for the duration of the conference call
requested by user 605. In one embodiment, DCS 607 may search a pool of
conference bridges maintained in a database for an available bridge that may
be used to facilitate the requested conference call.
[123] Once an available conference bridge (e.g., conference bridge
630) is identified, DCS 607 collects and adds a bridge identification number
corresponding to the available bridge to the CBA message (Step 930). DCs
607 then sends the CBA message to CBA server 610 (Step 940). Once
received, CBA server 610 extracts the contact information and bridge
CA 02507154 2012-06-19
identification number and creates a CBA bridge message in a manner
consistent with the process described in connection with Step 740 of-Figure 7
(Step 950). CBA server 610 then sends the CBA bridge message to the
available conference bridge 630, which uses commands included in the CBA
message to set up the conference call requested by user 605 in a manner
consistent with the processes previously described in connection with Steps
750 and 760 of Figure 7 (Step 960).
[124] Accordingly, methods and systems consistent with certain
embodiments of the present invention enable user 605 to set up a conference
call to take place immediately following the time when user 650 initiates the
call
request. These embodiments allow user 605 to select participant users 645-1 to
645-N and allow system 600 to automatically configure and establish the
conference call at the time user 605 requests a conference call with the
selected participant users.
Conclusion
[125] While the present invention has been described in connection with
various embodiments, many modifications will be readily apparent to those
skilled in the art. One skilled in the art will also appreciate that all or
part of the
systems and methods consistent with the present invention may be stored on or
read from computer-readable media, such as secondary storage devices, like
hard disks, floppy disks, and CD-ROM; a carrier wave received from a network
such as the Internet; or other forms of ROM or RAM. Accordingly, embodiments
of the invention are not limited to the above described embodiments and
examples, but instead is defined by the appended claims in light of their full
scope of equivalents.
41
