Note: Descriptions are shown in the official language in which they were submitted.
CA 02751806 2011-09-07
CALLBACK OPTION
FIELD OF THE TECHNOLOGY
[0001] The present disclosure relates generally to a callback option. More
specifically, the
present disclosure relates to a callback option that allows a first device,
which is in
communication with a second device, to schedule a callback to a third device
in the event the
third device calls the first device during the communication between the first
device and second
device.
BACKGROUND
[0002] Mobile devices are becoming more popular and are becoming more
prevalent in society.
As a result, some people can be reached twenty-four hours a day, seven days a
week.
Consequently, some people can also choose not to be available. For example,
someone can
receive a notification of a call on his or her mobile device when the person
is in a meeting or
when they are driving a vehicle. In such situations, the person may want to
take the call, but
cannot. As a result, the person placing the call may leave a message or the
mobile device that is
called may provide notification of the missed call. However, the person who
made the call does
not know if the person the caller was trying to reach is aware of the initial
phone call.
BRIEF DESCRIPTION OF THE DRAWINGS
[0003] Figure 1 is a block diagram of a system for managing enterprise-related
mobile calls,
including an enterprise communications platform in accordance with an
exemplary
implementation;
[0004] Figure 2 is a block diagram of the enterprise communications platform
in accordance with
an exemplary implementation;
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[0005] Figure 3 is a block diagram of an alternate enterprise communications
platform in
accordance with an exemplary implementation;
[0006] Figure 4 is a block diagram of another alternate enterprise
communications platform in
accordance with an exemplary implementation;
[0007] Figure 5 is a more detailed block diagram of the enterprise
communications platform of
Figure 3, in accordance with an exemplary implementation;
[0008] Figures 6A and 6B are flowcharts of a method of the callback option in
accordance with
an exemplary implementation;
[0009] Figure 7 is an exemplary screenshot of the display of the first device
with the callback
options in accordance with an exemplary implementation;
[0010] Figure 8 is an exemplary screenshot of a display of the first device
with the callback
options in accordance with an exemplary implementation;
[0011 ] Figure 9 is an exemplary screenshot of a display of the first device
for setting one or more
custom text message in accordance with an exemplary implementation;
[0012] Figure 10 is an exemplary screenshot of a display of the first device
with the prompts for
callback options for a single callback in accordance with an exemplary
implementation;
[0013] Figure 11 is an exemplary screenshot of a display of the first device
with the prompts for
callback options for multiple callbacks in accordance with an exemplary
implementation;
[0014] Figure 12 is an exemplary screenshot of a display of the first device
with the prompts for
each scheduled callback in accordance with an exemplary implementation;
[0015] Figure 13 is an exemplary screenshot of a display of the first device
for setting the
callback reminders in accordance with an exemplary implementation; and
[0016] Figure 14 is an exemplary screenshot of a display of the first device
for setting the
callback feature in accordance with an exemplary implementation.
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DETAILED DESCRIPTION
[0017] Reference will now be made in detail to implementations of the
technology. Each
example is provided by way of explanation of the technology only, not as a
limitation of the
technology. It will be apparent to those skilled in the art that various
modifications and
variations can be made in the present technology without departing from the
scope or spirit of the
technology. For instance, features described as part of one implementation can
be used on
another implementation to yield a still further implementation. Thus, it is
intended that the
present technology cover such modifications and variations that come within
the scope of the
technology. Other aspects of the present technology will be apparent to those
of ordinary skill in
the art from a review of the following detailed description in conjunction
with the drawings.
Implementations of the present technology are not limited to any particular
operating system,
mobile device architecture, server architecture, or computer programming
language.
[0018] The present technology relates to the control and management of
communications.
Although reference may be made to "calls" in the description of example
implementations
below, it will be appreciated that the described systems and methods are
applicable to session-
based communications in general and not limited to voice calls. It will also
be appreciated that
the systems and methods may not be limited to sessions and may be applicable
to messaging-
based communications in some implementations.
[0019] Reference is now made to Figure 1, which shows, in block diagram form,
an example
system, generally designated 10, for the control and management of
communications. The system
includes an enterprise or business system 20, which in many implementations
includes a local
area network (LAN). In the description below, the enterprise or business
system 20 may be
referred to as an enterprise network 20. It will be appreciated that the
enterprise network 20 may
include more than one network and may be located in multiple geographic areas
in some
implementations.
[0020] The enterprise network 20 may be connected, often through a firewall
22, to a wide area
network (WAN) 30, such as the Internet. The enterprise network 20 may also be
connected to a
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public switched telephone network (PSTN) 40 via direct inward dialing (DID)
trunks or primary
rate interface (PRI) trunks.
[0021] The enterprise network 20 may also communicate with a public land
mobile network
(PLMN) 50, which may also be referred to as a wireless wide area network
(WWAN) or, in some
cases, a cellular network. The connection with the PLMN 50 may be made via a
relay 26, as
known in the art.
[0022] The enterprise network 20 may also provide a wireless local area
network (WLAN) 32a
featuring wireless access points. Other WLANs 32 may exist outside the
enterprise network 20.
For example, WLAN 32b may be connected to WAN 30.
[0023] The system 10 may include a number of enterprise-associated mobile
devices 11 (only
one shown). The mobile devices 11 may include devices equipped for cellular
communication
through the PLMN 50, mobile devices equipped for Wi-Fi communications over one
of the
WLANs 32, or dual-mode devices capable of both cellular and WLAN
communications.
WLANs 32 maybe configured in accordance with one of the IEEE 802.11
specifications.
[0024] It will be understood that the mobile devices 11 include one or more
radio transceivers
and associated processing hardware and software to enable wireless
communications with the
PLMN 50 and/or one of the WLANs 32. In various implementations, the PLMN 50
and mobile
devices 11 may be configured to operate in compliance with any one or more of
a number of
wireless protocols, including GSM, GPRS, CDMA, EDGE, UMTS, EvDO, HSPA, 3GPP,
or a
variety of others. It will be appreciated that the mobile device 11 may roam
within the PLMN 50
and across PLMNs, in known manner, as the device moves. In some instances, the
dual-mode
mobile devices 11 and/or the enterprise network 20 are configured to
facilitate roaming between
the PLMN 50 and a WLAN 32, and are thus capable of seamlessly transferring
sessions (such as
voice calls) from a connection with the cellular interface of the dual-mode
device 11 to the
WLAN 32 interface of the dual-mode device 11, and vice versa.
[0025] The enterprise network 20 typically includes a number of networked
servers, computers,
and other devices. For example, the enterprise network 20 may connect one or
more desktop or
laptop computers 15 (one shown). The connection may be wired or wireless in
some
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implementations. The enterprise network 20 may also connect to one or more
digital telephone
sets 17 (one shown).
[0026] The enterprise network 20 may include one or more mail servers, such as
mail server 24,
for coordinating the transmission, storage, and receipt of electronic messages
for client devices
operating within the enterprise network 20. Typical mail servers include the
Microsoft Exchange
ServerTM and the IBM Lotus DominoTM server. Each user within the enterprise
typically has at
least one user account within the enterprise network 20. Associated with each
user account is
message address information, such as an e-mail address. Messages addressed to
a user message
address are stored on the enterprise network 20 in the mail server 24. The
messages may be
retrieved by the user using a messaging application, such as an e-mail client
application. The
messaging application may be operating on a user's computer 15 connected to
the enterprise
network 20 within the enterprise. In some implementations, the user may be
permitted to access
stored messages using a remote computer, for example at another location via
the WAN 30 using
a VPN connection. Using the messaging application, the user may also compose
and send
messages addressed to others, within or outside the enterprise network 20. The
messaging
application causes the mail server 24 to send a composed message to the
addressee, often via the
WAN 30.
[0027] The relay 26 serves to route messages received over the PLMN 50 from
the mobile device
11 to the corresponding enterprise network 20. The relay 26 also pushes
messages from the
enterprise network 20 to the mobile device 11 via the PLMN 50.
[0028] The enterprise network 20 also includes an enterprise server 12.
Together with the relay
26, the enterprise server 12 functions to redirect or relay incoming e-mail
messages addressed to
a user's e-mail address within the enterprise network 20 to the user's mobile
device 11 and to
relay incoming e-mail messages composed and sent via the mobile device 11 out
to the intended
recipients within the WAN 30 or elsewhere. The enterprise server 12 and relay
26 together
facilitate "push" e-mail service for the mobile device 11 enabling the user to
send and receive e-
mail messages using the mobile device 11 as though the user were connected to
an e-mail client
within the enterprise network 20 using the user's enterprise-related e-mail
address, for example
on computer 15.
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[0029] As is typical in many enterprises, the enterprise network 20 includes a
Private Branch
eXchange (although in various implementations the PBX may be a standard PBX or
an Internet
Protocol (IP)-PBX, for simplicity the description herein uses the term PBX to
refer to both) 16
having a connection with the PSTN 40 for routing incoming and outgoing voice
calls for the
enterprise. The PBX 16 is connected to the PSTN 40 via DID trunks or PRI
trunks, for example.
The PBX 16 may use Integrated Services Digital Network (ISDN) signaling
protocols for setting
up and tearing down circuit-switched connections through the PSTN 40 and
related signaling and
communications. In some implementations, the PBX 16 may be connected to one or
more
conventional analog telephones 19. The PBX 16 is also connected to the
enterprise network 20
and, through it, to telephone terminal devices, such as digital telephone sets
17, softphones
operating on computers 15, etc. Within the enterprise, each individual may
have an associated
extension number, sometimes referred to as a PNP (private numbering plan), or
direct dial phone
number. Calls outgoing from the PBX 16 to the PSTN 40 or incoming from the
PSTN 40 to the
PBX 16 are typically circuit-switched calls. Within the enterprise, e.g.
between the PBX 16 and
terminal devices, voice calls are often packet-switched calls, for example
Voice-over-IP (VoIP)
calls.
[0030] The enterprise network 20 may further include a Service Management
Platform (SMP) 18
for performing some aspects of messaging or session control, like call control
and advanced call
processing features. The SMP 18 may, in some cases, also perform some media
handling.
Collectively the SMP 18 and PBX 16 may be referred to as the enterprise
communications
platform, generally designated 14. It will be appreciated that the enterprise
communications
platform 14 and, in particular, the SMP 18, is implemented on one or more
servers having
suitable communications interfaces for connecting to and communicating with
the PBX 16
and/or DID/PRI trunks. Although the SMP 18 may be implemented on a stand-alone
server, it
will be appreciated that it may be implemented into an existing control
agent/server as a logical
software component. As will be described below, the SMP 18 may be implemented
as a multi-
layer platform.
[0031 ] The enterprise communications platform 14 implements the switching to
connect session
legs and may provide the conversion between, for example, a circuit-switched
call and a VoIP
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call, or to connect legs of other media sessions. In some implementations, in
the context of voice
calls the enterprise communications platform 14 provides a number of
additional functions
including automated attendant, interactive voice response, call forwarding,
voice mail, etc. It
may also implement certain usage restrictions on enterprise users, such as
blocking international
calls or 1-900 calls. In many implementations, Session Initiation Protocol
(SIP) may be used to
set-up, manage, and terminate media sessions for voice calls. Other protocols
may also be
employed by the enterprise communications platform 14, for example, Web
Services, Computer
Telephony Integration (CTI) protocol, Session Initiation Protocol for Instant
Messaging and
Presence Leveraging Extensions (SIMPLE), and various custom Application
Programming
Interfaces (APIs), as are known to those of skill in the art and may be
described in greater detail
below.
[0032] One of the functions of the enterprise communications platform 14 is to
extend the
features of enterprise telephony to the mobile devices 11. For example, the
enterprise
communications platform 14 may allow the mobile device 11 to perform functions
akin to those
normally available on a standard office telephone, such as the digital
telephone set 17 or analog
telephone set 15. Example features may include direct extension dialing,
enterprise voice mail,
conferencing, call transfer, call park, etc.
[0033] Reference is now made to Figures 2 to 4, which show example
implementations of the
enterprise communications system 14. Again, although references are made below
to "calls" or
call-centric features it will be appreciated that the architectures and
systems depicted and
described are applicable to session-based communications in general and, in
some instances, to
messaging-based communications.
[0034] Figure 2 illustrates an implementation intended for use in a circuit-
switched TDM
context. The PBX 16 is coupled to the SMP 18 via PRI connection 60 or other
suitable digital
trunk. In some implementations, the PRI connection 60 may include a first PRI
connection, a
second PRI connection, and a channel service unit (CSU), wherein the CSU is a
mechanism for
connecting computing devices to digital mediums in a manner that allows for
the retiming and
regeneration of incoming signals. It will be appreciated that there may be
additional or
alternative connections between the PBX 16 and the SMP 18.
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[0035] In this implementation, the SMP 18 assumes control over both call
processing and the
media itself. This architecture may be referred to as "First Party Call
Control." Many of the
media handling functions normally implemented by the PBX 16 can be handled by
the SMP 18
in this architecture. Incoming calls addressed to any extension or direct dial
number within the
enterprise, for example, can be first routed to the SMP 18. Thereafter, a call
leg is established
from the SMP 18 to the called party within the enterprise, and the two legs
are bridged.
Accordingly, the SMP 18 includes a digital trunk interface 62 and a digital
signal processing
(DSP) conferencing bridge 64. The DSP conferencing bridge 64 performs the
bridging of calls
for implementation of various call features, such as conferencing, call
transfer, etc. The digital
trunk interface 62 may be implemented as a plurality of telephonic cards, e.g.
Intel Dialogic
cards, interconnected by a bus and operating under the control of a processor.
The digital trunk
interface 62 may also be partly implemented using a processor module such as,
for example, a
Host Media Processing (HMP) processor.
[0036] The SMP 18 may include various scripts 66 for managing call processing.
The scripts 66
may be implemented as software modules, routines, functions, etc., stored in
non-volatile
memory and executed by the processor of the SMP 18. The scripts 66 may
implement call flow
logic, business logic, user preferences, call service processes, and various
feature applications.
[0037] Figure 3 shows another implementation in which the PBX 16 performs the
functions of
terminating and/or bridging media streams, but call control functions are
largely handled by the
SMP 18. In this implementation, the SMP 18 may be referred to as a call
control server 18. This
architecture may be referred to as "Third-Party Call Control".
[0038] The call control server 18 is coupled to the PBX 16, for example
through the LAN,
enabling packet-based communications and, more specifically, IP-based
communications. In one
implementation, communications between the PBX 16 and the call control server
18 are carried
out in accordance with SIP. In other words, the call control server 18 uses
SIP-based
communications to manage the set up, tear down, and control of media handled
by the PBX 16.
In one example implementation, the call control server 18 may employ a
communications
protocol conforming to the ECMA-269 or ECMA-323 standards for Computer
Supported
Telecommunications Applications (CSTA).
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[0039] Figure 4 shows yet another implementation of the enterprise
communications system 14.
This implementation reflects the adaptation of an existing set of call
processing scripts to an
architecture that relies on third-party call control, with separate call
control and media handling.
The SMP 18 includes a call processing server 74. The call processing server 74
includes the
scripts 66 or other programming constructs for performing call handling
functions. The SMP 18
also includes a SIP server 72 and a media server 76. The separate SIP server
72 and media server
76 logically separate the call control from media handling. The SIP server 72
interacts with the
call processing server 74 using a computer-implemented communications handling
protocol,
such as one of the ECMA-269 or ECMA-323 standards. These standards prescribe
XML based
messaging for implementing Computer Supported Telecommunications Applications
(CSTA).
[0040] The SIP server 72 interacts with the media server 76 using SIP-based
media handling
commands. For example, the SIP server 72 and media server 76 may communicate
using Media
Server Markup Language (MSML) as defined in IETF document Saleem A., "Media
Server
Markup Language", Internet Draft, draft-saleem-msml-07, August 7, 2008. The
media server 76
may be configured to perform Host Media Processing (HMP). Other architectures
or
configurations for the enterprise communications system 14 will be appreciated
by those of
ordinarily skilled in the art.
[0041] Reference is now made to Figure 5, which shows an implementation of the
enterprise
communications system 14 with a Third Party Call Control architecture. In this
implementation,
the SMP 18 is a multi-layer platform that includes a protocol layer 34, a
services layer 36 and an
application layer 38. The protocol layer 34 includes a plurality of interfaces
operating in
accordance with various protocol, each interface configured for enabling
operation of
corresponding applications in the application layer 38. The services layer 36
includes a plurality
of services that can be leveraged by the interface protocols to create richer
applications. Finally,
the application layer 38 includes a plurality of applications that are exposed
out to the
communication devices and that leverage corresponding ones of the services and
interface
protocols for enabling the applications.
[0042] Specifically, the protocol layer 34 preferably includes protocols which
allow media to be
controlled separate from data. For example, the protocol layer 34 can include,
among other
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things, a Session Initiation Protocol or SIP 80, a Web Services protocol 82,
an Application
Programming Interface or API 84, a Computer Telephony Integration protocol or
CTI 86, and a
Session Initiation Protocol for Instant Messaging and Presence Leveraging
Extensions or
SIMPLE protocol 88. It is contemplated that the interface protocols 80-88 are
plug-ins that can
interface directly with corresponding servers in the enterprise network 20,
which are further
described below.
[0043] For the purposes of this disclosure, SIP 80 will be utilized, although
it is appreciated that
the system 10 can operate using the above disclosed or additional protocols.
As known by those
of ordinary skill in the art, SIP is the IETF (Internet Engineering Task
Force) standard for
multimedia session management, and more specifically is an application-layer
control protocol
for establishing, maintaining, modifying and terminating multimedia sessions
between two or
more endpoints. As further known by those of ordinary skill in the art, the
SIP protocol 80
provides for two interfaces for signaling: SIP-Trunk (hereinafter referred to
as "SIP-T") and SIP-
Line (hereinafter referred to as "SIP-L"). The SIP-T interface is utilized
when the endpoint is a
non-specific entity or not registered (i.e., when communicating between two
network entities). In
contrast, the SIP-L interface is utilized when the endpoint is registered
(i.e., when dialing to a
specific extension). The specific operation of the system 10 utilizing SIP 80
will be described in
further detail below.
[0044] The SMP 18 also includes a plurality of enablers, among other things, a
VoIP enabler 90,
a Fixed Mobile Convergence or FMC enabler 92, a conference services enabler
94, a presence
enabler 96 and an Instant Messaging or IM enabler 98. Each of the enablers 90-
98 are used by
corresponding services in the services layer 36 that combine one or more of
the enablers. Each
of the applications in the application layer 38 is then combined with one or
more of the services
to perform the desired application. For example, a phone call service may use
the VoIP or PBX
enabler, and an emergency response application may use the phone call service,
an Instant
Messenger service, a video call service, and email service and/or a conference
service.
[0045] The application layer 38 may include a conference services application
63 that, together
with the conference services enabler 94, enables multiple communication
devices (including desk
telephones and personal computers) to participate in a conference call through
use of a
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centralized conference server 55. As seen in Figure 5, the conference server
55 is provided in the
enterprise network 20 and is in communication with the conference services
enabler 94
preferably through the SIP protocol 80, although it is recognized that
additional protocols that
control media separate from data may be appropriate, such as the Web Services
protocol 82 or
the CTI protocol 86. The conference call server 55 can be configured for
directing media and
data streams to and from one or more communication devices (i.e., mobile
devices 11, telephones
17, and computers 15).
[0046] Referring to Figures 6A and 6B, a flowchart of a method for using a
callback option in
accordance with an exemplary implementation is illustrated. The exemplary
method 600 is
provided by way of example, as there are a variety of ways to carry out the
method. In one or
more implementations, the method 600 can be performed using one or more
servers, e.g.,
enterprise server 12, enterprise communication platform 14, SMP 18, or any
other suitable server
or servers. The method 600 can be executed or otherwise performed by one or a
combination of
various systems. The method 600 described below can be carried out using the
communication
devices and communication network shown in Figures 1-5 by way of example, and
various
elements of these figures are referenced in explaining exemplary method 600.
For example, the
first device, second device or third device described in Figure 6 can be a
mobile device 11 or
telephone terminal devices, such as softphones operating on computers 15 or a
digital telephone
set 17. Each block shown in Figure 6 represents one or more processes, methods
or subroutines
carried out in exemplary method 600. The exemplary method 600 may begin at
block 602.
[0047] At block 602, a first call is established between a first device and a
second device. For
example, the SMP 18 can establish a first call between the first device 11
having an associated
first user and the second device 11 having an associated second user. After
establishing the first
call, the method 600 can proceed to block 604.
[0048] At block 604, the first device receives a second call from a third
device. For example, the
SMP 18 sends an INVITE SIP message to the first device 11, informing the first
device I1 that
the third device I 1 having an associated third user is calling the first
device 11. After receiving
the second call, the method 600 can proceed to block 606.
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[0049] At block 606, the first user is prompted with callback options for
responding to the
second call. For example, the first device 11 displays callback options for
the first user to
choose. The callback options can include, but are not limited to, ignore,
accept and auto-
schedule a return call (hereinafter referred to as "auto-schedule"). Referring
to Figure 7, an
exemplary screenshot 700 of the display of the first device 11 with the
callback options in
accordance with an exemplary implementation is illustrated. As shown, the
screenshot 700 can
include callback options, such as ignore 702, accept 704, and auto-schedule a
return call 706.
After prompting the first user, the method 600 can proceed to block 608.
[0050] At block 608, a response to the callback options prompt is received.
For example, the
first user selects an option on the first device 11 and the SMP 18 responds
according to the
selection. If the ignore option is selected the method 600 can proceed to
block 610. If the accept
option is selected, the method 600 can proceed to block 612. If the auto-
schedule option is
selected, the method 600 can proceed to block 614.
[0051] At block 610, the second call is ignored by the first device. For
example, the first device
11 can send an ignore message to the SMP 18 to ignore the second call. The
ignored message
can be a BYE SIP command message. In response to the ignore selection, the
second call can be
treated in a similar manner as an unanswered call. For example, after a set
number of rings, the
third user can be prompted to leave a message for the first user associated
with the first device
11. In one or more implementations, if the first user selects the ignore
option, the third user can
be prompted to leave a message without having to wait for the set number of
rings. After
sending an ignore message, the method 600 can proceed to block 616.
[0052] At block 612, a second call is established between the first device and
the second device.
For example, the SMP 18 can establish the second call between the first device
11 and a third
device 11. The first call can be terminated or can be put on hold. If the
first call is terminated,
the first user can end the first call. To terminate the first call, the first
device can send a BYE SIP
command message to the SMP 18. If the first call is put on hold, the first
call can be put in call
waiting. To put the first call in call waiting, the first device can send a
command message to the
SMP 18. After establishing the second call, the method 600 can proceed to
block 616 if the first
call was put on hold or can proceed to block 630 if the first call was
terminated.
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[0053] At block 614, an auto-schedule command is sent. For example, the auto-
schedule
command can be sent from the first device to the SMP 18. The auto-schedule
command can be a
command message. In response to receiving the auto-schedule command, the SMP
18 can
schedule a callback call to the third device. After sending the auto-schedule
command, the
method 600 can proceed to block 616.
[0054] Depending on the setup of the first device, if the first user selects
the auto-schedule
command, the third user can receive notification that a callback has been
scheduled. The
notification can be done in various means. For example, the SMP 18 can play an
audio message
on the third device 11 informing the third user that a callback has been
scheduled. An exemplary
audio message can be "The user is currently on the phone but he has scheduled
an automatic
return call for you as soon as he is free so you can hang-up now." In another
example, the SMP
18 can send a message, e.g., an email message or text message, to the third
device 11 informing
the third user that a callback has been scheduled. Referring to Figure 8, an
exemplary screenshot
800 of a display of the first device 11 with the callback options in
accordance with an exemplary
implementation is illustrated. As shown, the screenshot 800 can include text
message options
which can include an in class text message 802, working out text message 804
or no text message
806. Referring to Figure 9, an exemplary screenshot 900 of a display of the
first device 11 for
setting one or more custom text message in accordance with an exemplary
implementation is
illustrated. As shown, the screenshot 900 can include a class text message 902
which recites
"I'm in class at the moment. I'll call you when I get out." and a gym text
message 904 which
recites "I'm at the gym right now. I'll call you when I am done." The user can
save a text
message by clicking on the "Save" button 906 or can reset the text messages to
defaults by
clicking on the "Reset to Defaults" button 908. Exemplary default text
messages can be "I'm
unavailable right now. I have scheduled a callback to return your call." More
or less custom
messages or default messages can be used. In one more implementations, email
messages or
custom email messages can be sent using similar methods. In one more
implementations, the
user can select between text messages, custom text message, email messages, or
custom email
messages.
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[0055] Returning to Figure 6B, at block 616, the first call is continued. For
example, if the
second call is ignored, the first device can remove the prompt and the first
call is continued. If
the first call was put on hold, then after the second call is terminated, then
the SMP 18 can take
the first call off hold. After continuing the first call, the method can
proceed to the block 618.
[0056] At block 618, the first call is terminated. For example, the first user
or second user can
terminate the first call. A call termination message can be sent from the
first device or second
device to the SMP 18. The call termination message can be a BYE SIP command
message.
After terminating the first call, the method 600 can proceed to block 620.
[0057] At block 620, the first user is prompted to place the auto-schedule
call, e.g., call the caller
associated with the third device. The callback reminder can be in response to
the first call being
terminated or can be scheduled. For example, the SMP 18 sends a return auto-
schedule call
command to the first device 11 prompting the first user to call the third user
on the third device
11. The return auto-schedule call command can be a command message. The prompt
can
include, but is not limited to, call, cancel and re-schedule the auto-
schedule. After the user is
prompted to place the auto-schedule call, the method 600 can proceed to block
622.
[0058] Referring to Figure 10, an exemplary screenshot 1000 of a display of
the first device 11
with the prompts for callback options for a single callback in accordance with
an exemplary
implementation is illustrated. As shown, the screenshot 1000 can include a
reminder for a single
scheduled callback. The options can include call 1102, cancel 1104, and snooze
1106. If there
are multiple scheduled call backs, the user can be prompted with a different
message. Referring
to Figure 11, an exemplary screenshot 1100 of a display of the first device 11
with the prompts
for callback options for multiple callbacks in accordance with an exemplary
implementation is
illustrated. As shown, the screenshot 1100 can inform the user of the number
of callback
reminders, e.g., "You have 2 callback reminders. Do you wish to see them?" The
options can
include show all 1102, snooze all 1104, and dismiss all 1106. If the user
clicks on the show all
1102 option, another screenshot can be displayed. Referring to Figure 12, an
exemplary
screenshot 1200 of a display of the first device 11 with the prompts for each
scheduled callback
in accordance with an exemplary implementation is illustrated. As shown, the
user can select
each callback message by clicking on a show more option icon 1204, 1208 for
each callback
14
CA 02751806 2011-09-07
message 1202, 1206. If you user clicks on the show more option icon 1202,
1208, then the
screenshot 1000 of Figure 10 can be displayed showing the available options.
The screenshot
1200 of the multiple callback reminders shows two messages, John Doe 1202 who
called thirty-
seven (37) minutes ago and Significant Other 1206 who called thirty-two (32)
minutes ago.
Additional options 1208 are also available. The additional options 1208
include snooze all,
dismiss all, show keyboard, switch applications, and close. The snooze all
option allows all the
user to snooze the callback options, e.g., be prompted again. The dismiss all
option cancels all of
the callback options. The show keyboard can display a keyboard to allow the
user to type a
message, e.g., a text message or email. The switch applications option allows
the user to change
applications, e.g., show a calendar. The close option closes the callback
reminder screenshot
1200.
[0059] Returning to Figure 6B, at block 622, a response to the auto-schedule
call prompt is
received. For example, the first user selects an option on the first device 11
and the SMP 18
responds according to the selection. If the call option is selected the method
600 can proceed to
block 624. If the cancel option or cancel all option is selected, the method
600 can proceed to
block 626. If the snooze option or snooze all option is selected, the method
600 can proceed to
block 628.
[0060] At block 624, a call is established between the first device and the
third device. For
example, the SMP 18 can send an initiate call command message to the third
device to establish
a call between the first device and the third device. The call command message
can be an
INVITE SIP command. After calling the third device, the method 600 can
terminate at block
630.
[0061 ] At block 626, the auto-schedule is canceled. For example, the first
device 11 can send a
cancel auto-schedule command to the SMP 18 to cancel the auto-schedule
callback or cancel all
of the auto-schedule callbacks. After canceling the auto-schedule, the method
600 can terminate
at block 630.
[0062] At block 628, the auto-schedule is re-scheduled, e.g., snoozed. For
example, the auto-
schedule command can be sent from the first device to the SMP 18. The auto-
schedule
CA 02751806 2011-09-07
command can be a command message. In response to receiving the auto-schedule
command, the
SMP 18 can re-schedule a return call or all return calls. In one or more
implementations, the first
user is prompted on the first device 11 in a similar manner as a meeting
request reminder.
Referring to Figure 13, an exemplary screenshot 1300 of a display of the first
device 11 for
setting the callback reminders in accordance with an exemplary implementation
is illustrated. As
shown, the user can select the amount of time 1302 to pass after a call is
auto-scheduled for a
callback, e.g., "Remind me after 30 minutes." The user can select the reminder
alert 1304, e.g.,
"Do not bother me with alerts." By clicking on the show me more icon 1306, the
user can select
the reminder alerts, e.g., do not bother me, remind me only of my most recent
call, remind me of
only contacts in my contacts folder, remind me of all auto-scheduled calls.
The user can select
the number of snoozes before the auto-schedule callback is canceled 1308. By
clicking on the
show me more icon 1310, the user can select the number of snoozes, e.g.,
first, second, third,
fourth, fifth, ... unlimited. The user can select the speed that the device 11
is moving, e.g., if the
device 11 is moving at or above the speed, e.g., fifteen kilometers per hour
(15 km/hr), then all
calls are auto-scheduled for callbacks. The user can save a text message by
clicking on the
"Save" button 1314 or can reset the text messages to defaults by clicking on
the "Reset to
Defaults" button 1316. After re-scheduling the auto-schedule a return call,
the method 600 can
proceed to block 620.
[0063] Referring to Figure 14, an exemplary screenshot 1400 of a display of
the first device 11
for setting the callback feature in accordance with an exemplary
implementation is illustrated.
As shown, the device 11 is set for automatic mode 1402. By clicking on the
show more icon
1404, the user can select automatic mode, manual mode or off. In automatic
mode, the device 11
automatically schedules callbacks. In manual mode, the user is prompted
whether or not to
schedule a callback. In the off mode, the callback feature is not enabled. As
shown, the callback
feature is enabled. The user can click to display an explanation of the
automatic mode and
manual mode 1406. The user can enter the user's telephone number 1408 which is
provided to
the device associated with the caller when a call is scheduled for a callback.
The user can save a
the settings by clicking on the "Save" button 1410 or can reset the settings
to the defaults by
clicking on the "Reset to Defaults" button 1412.
16
CA 02751806 2011-09-07
[0064] The present technology can take the form of hardware, software or both
hardware and
software elements. In some implementations, the technology is implemented in
software, which
includes but is not limited to firmware, resident software, microcode, a Field
Programmable Gate
Array (FPGA) or an Application-Specific Integrated Circuit (ASIC), etc. In
particular, for real-
time or near real-time use, an FPGA or ASIC implementation is desirable.
[0065] Furthermore, the present technology can take the form of a computer
program product
comprising program modules accessible from computer-usable or computer-
readable medium
storing program code for use by or in connection with one or more computers,
processors, or
instruction execution system. For the purposes of this description, a computer-
usable or
computer readable medium can be any apparatus that can contain, store,
communicate,
propagate, or transport the program for use by or in connection with the
instruction execution
system, apparatus, or device. The medium can be an electronic, magnetic,
optical,
electromagnetic, infrared, or semiconductor system (or apparatus or device) or
a propagation
medium (though propagation mediums in and of themselves as signal carriers are
not included in
the definition of physical computer-readable medium). Examples of a physical
computer-
readable medium include a semiconductor or solid state memory, magnetic tape,
a removable
computer diskette, a random access memory (RAM), a read-only memory (ROM), a
rigid
magnetic disk and an optical disk. Current examples of optical disks include
compact disk - read
only memory (CD-ROM), compact disk - read/write (CD-R/W) and DVD. Both
processors and
program code for implementing each as aspect of the technology can be
centralized or distributed
(or a combination thereof) as known to those skilled in the art.
[0066] A data processing system suitable for storing a computer program
product of the present
technology and for executing the program code of the computer program product
will include at
least one processor coupled directly or indirectly to memory elements through
a system bus. The
memory elements can include local memory employed during actual execution of
the program
code, bulk storage, and cache memories that provide temporary storage of at
least some program
code in order to reduce the number of times code must be retrieved from bulk
storage during
execution. Input/output or I/O devices (including but not limited to
keyboards, displays, pointing
devices, etc.) can be coupled to the system either directly or through
intervening 1/O controllers.
17
CA 02751806 2011-09-07
Network adapters can also be coupled to the system to enable the data
processing system to
become coupled to other data processing systems or remote printers or storage
devices through
intervening private or public networks. Modems, cable modem and Ethernet cards
are just a few
of the currently available types of network adapters. Such systems can be
centralized or
distributed, e.g., in peer-to-peer and client/server configurations. In some
implementations, the
data processing system is implemented using one or both of FPGAs and ASICs.
[0067] The system and method described above provide several benefits to a
caller (e.g., a
second caller) and to the person who is called (e.g., a user) when the user is
already talking with
someone (e.g., a first caller) using a device. Specifically, a processor in
the device can cause the
user to be prompted with call back options and can act on the selection. The
call-back options can
include an auto-schedule a return call which can send an auto-schedule command
from the device
to a server. After the first call is terminated, the user can be prompted with
calling options to call
the device of the second caller. As part of the call-back options, the second
caller can receive a
notification that the user has scheduled a call back to the second caller. As
a result, the second
caller knows that the user is aware that the second caller wants to talk with
the user and will do so
when the user finishes a previous call. Thus, the uncertainty of whether the
user knows that the
second caller is trying to talk to the user is removed. Once the second caller
receives notification
that the user has scheduled a callback, the second caller can elect not to
leave a message thereby
conserving voicemail storage space. If the second caller is anxious to talk
with the user, the
second caller may normally call the user on a regular basis until they reach
the user. However, if
the second caller receives the notification that the user has scheduled a
callback, the second caller
may elect not to keep calling the user. As a result, the second caller can
reduce the amount of
congestion on the network. In addition, the user can be prompted to return the
second call which
can help prevent the person from forgetting to call the person back.
18
