Context based communication session bridging

Patent metadata

Field	Value
Publication number	US-2020128050-A1
Application number	US-201816163846-A
Country	US
Kind code	A1
Filing date	Oct 18, 2018
Priority date	Oct 18, 2018
Publication date	Apr 23, 2020
Grant date	—

Abstract

An active communication session search parameter is dynamically received. For example, a user may type in a search parameter to identify all active communication sessions with a specific participant. One or more active communication sessions that meets the active communication session search parameter are identified. A representation of the one or more active communication sessions are displayed in a user interface to a user. The user can then bridge into a selected active communication session. For example, the selected active communication session may be a voice communication session. The bridging allows the user to listen to what is being said in the voice communication session and optionally participate in the voice communication session.

First claim

What is claimed is:

1 . A system comprising:
a microprocessor; and a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to: dynamically receive an active communication session search parameter; identify an active communication session that meets the active communication session search parameter; and generate for display, in a user interface, a representation of the active communication session, wherein a user can select the representation of the active communication session to bridge into the active communication session.

2 . The system of claim 1 , wherein the identified active communication session comprises one of: a voice communication session, a video communication session, an Interactive Voice Response (IVR) system communication session, a contact center queue communication session, an Instant Messaging (IM) communication session, a social media communication session, a gaming communication session, a virtual reality communication session, a voicemail/videomail communication session, and a communication session on hold.

3 . The system of claim 2 , wherein the identified active communication session comprises one of: the Interactive Voice Response (IVR) system communication session, the contact center queue communication session, the voicemail/videomail communication session, and the communication session on hold.

4 . The system of claim 1 , wherein the dynamically received active communication session search parameter comprises a plurality of separate active communication session search parameters that are used to identify a plurality of separate groups of active communication sessions and wherein the microprocessor readable and executable instructions further program the microprocessor to: generate for display, in the user interface, representations of the plurality of separate groups of active communication sessions.

5 . The system of claim 4 , wherein the plurality of separate groups of active communication sessions comprises a first separate group of active communication sessions and a second separate group of active communication sessions, wherein the first separate group of active communication sessions is identified based on at least one of a first separate communication system and a first separate network, and wherein the second separate group of active communication sessions is identified based on at least one of a second separate communication system and a second separate network.

6 . The system of claim 1 , wherein identifying the active communication session that meets the active communication session search parameter is based searching a user calendar record to identify the active communication session.

7 . The system of claim 1 , wherein identifying the active communication session that meets the active communication session search parameter is based on at least one of: a location of a user in the active communication session, a type of device being used by the user in the active communication session, a type of the user in the active communication session, a background object in the active communication session, a conference session title, an avatar used in the active communication session, a game being played in the active communication session, a slide being presented in the active communication session, an agenda of the active communication session, a picture being displayed in the active communication session, a person in a sender field in an email, one or more persons who are in a recipient field the email, and one or more persons who are in at least one of a carbon copy and blind copy field in the email.

8 . The system of claim 1 , wherein identifying the active communication session that meets the active communication session search parameter is based information in a Session Initiation Protocol (SIP) subject header.

9 . The system of claim 1 , wherein the active communication session is one of: a social media communication session, an email communication session, and a text messaging communication session and wherein the active communication session is deemed to be active based on a time of a last interaction in the active communication session and a time between the last interaction and a previous interaction in the active communication session.

10 . The system of claim 1 , wherein the microprocessor readable and executable instructions further program the microprocessor to:
send a notification that the user wants to or is going to bridge into the active communication session.

11 . A method comprising:
dynamically receiving, by a microprocessor, an active communication session search parameter; identifying, by the microprocessor, an active communication session that meets the active communication session search parameter; and generating for display, by the microprocessor, in a user interface, a representation of the active communication session, wherein a user can select the representation of the active communication session to bridge into the active communication session.

12 . The method of claim 11 , wherein the identified active communication session comprises one of: a voice communication session, a video communication session, an Interactive Voice Response (IVR) system communication session, a contact center queue communication session, an Instant Messaging (IM) communication session, a social media communication session, a gaming communication session, a virtual reality communication session, a voicemail/videomail communication session, and a communication session on hold.

13 . The method of claim 12 , wherein the identified active communication session comprises one of: the Interactive Voice Response (IVR) system communication session, the contact center queue communication session, the voicemail/videomail communication session, and the communication session on hold.

14 . The method of claim 11 , wherein the dynamically received active communication session search parameter comprises a plurality of separate active communication session search parameters that are used to identify a plurality of separate groups of active communication sessions and wherein the microprocessor readable and executable instructions further program the microprocessor to: generate for display, in the user interface, representations of the plurality of separate groups of active communication sessions.

15 . The method of claim 14 , wherein the plurality of separate groups of active communication sessions comprises a first separate group of active communication sessions and a second separate group of active communication sessions, wherein the first separate group of active communication sessions is identified based on at least one of a first separate communication system and a first separate network, and wherein the second separate group of active communication sessions is identified based on at least one of a second separate communication system and a second separate network.

16 . The method of claim 11 , wherein identifying the active communication session that meets the active communication session search parameter is based searching a user calendar record to identify the active communication session.

17 . The method of claim 11 , wherein identifying the active communication session that meets the active communication session search parameter is based on at least one of: a location of a user in the active communication session, a type of device being used by the user in the active communication session

Assignees

• Avaya Inc

Inventors

• Balasaygun Mehmet
• Haserodt Kurt

Classifications

• H04L65/1089

  by adding media; by removing media · CPC title

• H04L65/1096

  Supplementary features, e.g. call forwarding or call holding (systems providing special services or facilities to telephony subscribers H04M3/42) · CPC title

• H04L65/1086

  session scope modification · CPC title

• H04L65/403 Primary

  Arrangements for multi-party communication, e.g. for conferences (data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15) · CPC title

• H04M3/563 Primary

  User guidance or feature selection · CPC title