Communication collaboration

Patent metadata

Field	Value
Publication number	US-2016100130-A1
Application number	US-201514968370-A
Country	US
Kind code	A1
Filing date	Dec 14, 2015
Priority date	Mar 7, 2012
Publication date	Apr 7, 2016
Grant date	—

Abstract

A communication collaboration system may include a memory storing machine readable instructions to receive a first signal representing a first mode of communication for a user. The communication collaboration system may further include machine readable instructions to seamlessly escalate the first signal to a second signal representing a second mode of communication for the user. The second mode of communication may be different from the first mode of communication. The communication collaboration system may further include a processor to implement the machine readable instructions.

First claim

1 - 20 . (canceled)

21 . A communication collaboration system comprising:
a memory storing machine readable instructions to:
receive a first signal representing a first mode of communication for a user, wherein the first signal is an audio signal; and
seamlessly escalate the first signal to a second signal representing a second mode of communication for the user, wherein the second mode of communication is different from the first mode of communication, wherein the second signal includes video and audio signals, and wherein seamlessly escalating the first signal to the second signal further comprises machine readable instructions to:
seamlessly merge the audio signal associated with the first signal with the video and audio signals associated with the second signal; and

a processor to implement the machine readable instructions.

22 . The communication collaboration system of claim 21 , further comprising machine readable instructions to:
receive a plurality of different first signals, including the first signal, representing different first modes of communication for a plurality of users; and seamlessly escalate each of the plurality of different first signals to the second signal representing the second mode of communication for each of the plurality of users, wherein the second mode of communication is different from each of the first modes of communication.

23 . The communication collaboration system of claim 21 , further comprising machine readable instructions to:
record a communication session including the first signal representing the first mode of communication and the second signal representing the second mode of communication.

24 . The communication collaboration system of claim 21 , further comprising machine readable instructions to:
determine a first channel of communication from a plurality of first channels of communication associated with the first signal representing the first mode of communication; and determine a second channel of communication from a plurality of second channels of communication associated with the second signal representing the second mode of communication, wherein seamlessly escalating the first signal to the second signal comprises seamlessly escalating the first signal associated with the first channel of communication to the second signal associated with the second channel of communication.

25 . The communication collaboration system of claim 21 , further comprising machine readable instructions to:
translate the first signal to an intermediate canonical format; and seamlessly escalate the first signal translated to the intermediate canonical format to the second signal.

26 . The communication collaboration system of claim 21 , wherein the second mode of communication is selectable by the user.

27 . The communication collaboration system of claim 21 , wherein the second mode of communication is selectable based on a capability of a communication device used by the user for the first mode of communication.

28 . The communication collaboration system of claim 21 , further comprising machine readable instructions to:
seamlessly escalate the second signal representing the second mode of communication to a third signal representing a third mode of communication, wherein the third mode of communication is different from the first and second modes of communication.

29 . The communication collaboration system of claim 21 , wherein the machine readable instructions to seamlessly merge the audio signal associated with the first signal with the video and audio signals associated with the second signal further comprise machine readable instructions to:
seamlessly merge, in real-time, the audio signal associated with the first signal with the video and audio signals associated with the second signal.

30 . The communication collaboration system of claim 21 , further comprising machine readable instructions to:
prompt a representative that is part of a communication session including the first signal representing the first mode of communication and the second signal representing the second mode of communication to
record a video based on an interaction with the user during a communication session, and
transcode voice for the recorded video to text to provide for intelligent searching and generation of training library content for a training library.

31 . The communication collaboration system of claim 21 , further comprising machine readable instructions to:
launch, for a communication session including the first signal representing the first mode of communication and the second signal representing the second mode of communication, a virtual meeting by
sending an invite to predetermined invitees, and
automatically uploading relevant materials for the virtual meeting.

32 . A method for communication collaboration, the method comprising:
initiating communication via video from a first video endpoint to a second video endpoint, the communication including a first signal in a first video format; receiving the first signal, wherein the first signal represents a first mode of communication for a user; and seamlessly escalating, by a processor, the first signal to a second signal in a second video format, the second signal representing a second mode of communication for the user, wherein the second mode of communication is different from the first mode of communication, and wherein seamlessly escalating the first signal to the second signal further comprises:
launching a new communication channel on each of the video endpoints; and
converting the first signal from the first video format associated with the first mode of communication to the second video format associated with the second mode of communication by separating signaling data from video content and passing the video content through a transcoder.

33 . The method of claim 32 , wherein seamlessly escalating the first signal to the second signal further comprises:
selecting the second video format for the second mode of communication by identifying the modes of communication available at each of the video endpoints.

34 . The method of claim 32 , wherein seamlessly escalating the first signal to the second signal further comprises:
launching the new communication channel on each of the video endpoints before converting the first signal from the first video format associated with the first mode of communication to the second video format associated with the second mode of communication.

35 . The method of claim 32 , further comprising:
receiving a plurality of different first signals, including the first signal, representing different first modes of communication for a plurality of users; and seamlessly escalating each of the plurality of different first signals to the second signal representing the second mode of communication for each of the plurality of users, wherein the second mode of communication is different from each of the first modes of communication.

36 . A non-transitory computer readable medium having stored thereon machine readable instructions for communication collaboration, the machine readable instructions when executed cause a computer system to:
receive a first signal representing a first mode of communication for a user; seamlessly escalate, by a processor, the first signal to a second signal representing a second mode of communication for the user, wherein the second mode of communication is different from the first mode of communication; and launch, for a communication session including the first signal repres

Assignees

• Accenture Global Services Ltd

Inventors

• Holzman Michael A
• Nebolsky Charles
• Walheim Jon
• Diamond Steven W
• Redey Frank O
• Socher Larry M
• Pierce Christopher J

Classifications

• H04N7/147 Primary

  Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals (selecting H04Q) · CPC title

• H04L51/56 Primary

  Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM] · CPC title

• H04L51/066

  Format adaptation, e.g. format conversion or compression · CPC title

• H04L65/601

  Electricity · mapped topic

• H04L12/1836

  with heterogeneous network architecture · CPC title