Communication collaboration

Patent metadata

Field	Value
Publication number	US-9240970-B2
Application number	US-201313789270-A
Country	US
Kind code	B2
Filing date	Mar 7, 2013
Priority date	Mar 7, 2012
Publication date	Jan 19, 2016
Grant date	Jan 19, 2016

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

What is claimed is:

1. 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;
translate the first signal to an intermediate canonical format;
seamlessly escalate the first signal translated to the intermediate canonical format 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 translated to the intermediate canonical format 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;

determine a number of times the user associated with the first signal has initiated a communication session;
route the user to a predetermined representative of a plurality of representatives based on the determined number of times; and
provide advertising customized to a profile of the user during a hold in the communication session; and

a processor to implement the machine readable instructions.

2. The communication collaboration system of claim 1 , 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.

3. The communication collaboration system of claim 1 , 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.

4. The communication collaboration system of claim 1 , 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 translated to the intermediate canonical format 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.

5. The communication collaboration system of claim 1 , wherein the second mode of communication is selectable by the user.

6. The communication collaboration system of claim 1 , 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.

7. The communication collaboration system of claim 1 , 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.

8. The communication collaboration system of claim 1 , further comprising machine readable instructions to:
provide whiteboard capability with a communication session.

9. The communication collaboration system of claim 1 , 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.

10. The communication collaboration system of claim 1 , wherein the machine readable instructions to provide advertising customized to the profile of the user during the hold in the communication session further comprise machine readable instructions to:
provide advertising that includes a video and audio advertisement.

11. The communication collaboration system of claim 1 , further comprising machine readable instructions to:
prompt a representative of the plurality of representatives that is part of the 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 the 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.

12. 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;
translating the first signal to an intermediate canonical format;
seamlessly escalating, by a processor, the first signal translated to the intermediate canonical format 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 translated to the intermediate canonical format 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;

determining a number of times the user associated with the first signal has initiated a communication session;
routing the user to a predetermined representative of a plurality of representatives based on the determined number of times; and
providing advertising customized to a profile of the user during a hold in the communication session.

13. The method of claim 12 , 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.

14. The method of claim 12 , wherein seamlessly escalating the first signal translated to the intermediate canonical format 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.

15. The method of claim 12 , wherein seamlessly escalating the first signal translated to the intermediate canonical format to the seco

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

  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

• H04L12/1836

  with heterogeneous network architecture · CPC title

• H04L51/066

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

• H04L51/36 Primary

  Electricity · mapped topic