System and method for leveraging end-users' preferences for efficient communications
View Patent ↗A presence server is described herein that implements a method which processes and integrates a presence watcher's communication preferences and a presentity's communication preferences and then distributes the integrated communication preferences along with the presentity's presence information so that the presence watcher can use this information to make a decision on how to contact the presentity. In this way, the presence watcher can achieve promoted communication satisfaction because they know now if they can contact the presentity using their preferred language/device (media type)/security mode (protocol). This enhancement of the communication satisfaction is possible because the integrated communication preferences provided to a presence watcher reflects not only the presentity's communication preferences but also the presence watcher's communication preferences.
1. A presence system comprising:
a presence server capable of processing and integrating communication preferences based on,
a weight function for a particular set of communication preferences and a priority level assigned to a presence watcher by a presentity,
a first q value indicating a preference for a particular set of communication preferences associated with the presentity,
a second q value indicating a preference for a particular set of communication preferences associated with a presence watcher, and
a q′ value that reflects the presentity's consideration of the communication preferences for the particular set of communication preferences associated with the presence watcher; and said presence server capable of distributing the processed and integrated communication preferences along with presence information about the presentity to the presence watcher so the presence watcher can use the processed and integrated communication preferences to make a decision on how to contact the presentity.
2. The presence system of claim 1 , further comprising a preference engine capable of storing the communication preferences associated with the presentity and also capable of storing the communication preferences associated with the presence watcher.
3. The presence system of claim 1 , wherein said presence server is capable of storing the communication preferences associated with the presentity and also capable of storing the communication preferences associated with the presence watcher.
4. The presence system of claim 1 , wherein said first q value for the particular set of communication preferences associated with the presentity is a numeric value of 0 to 1, where the numeric value of 0 indicates the presentity cannot use the particular set of communication preferences and the numeric value of 1 indicates that the presentity prefers to use the particular set of communications preferences.
5. The presence system of claim 1 , wherein said second q value for the particular set of communication preferences associated with the presence watcher is a numeric value of 0 to 1, where the numeric value of 0 indicates the presence watcher cannot use the particular set of communication preferences and the numeric value of 1 indicates that the presence watcher prefers to use the particular set of communication preferences.
6. The presence system of claim, 1 wherein said presence server distributes the integrated communication preferences in a form of a sliding scale to the presence watcher.
7. The presence system of claim 1 , wherein said presence server comprises a call center, customer service application server.
8. The presence system of claim 1 , wherein said at least one of said presentity and said presence watcher can modify their respective communication preferences.
9. A method for enabling communication preferences of a presence watcher to be taken into account in a presence-based interactive communications network, said method comprising the steps of:
storing communication preferences associated with the presence watcher;
storing communication preferences associated with a presentity;
storing a priority level assigned by the presentity to the presence watcher;
processing and integrating the stored communication preferences associated with the presentity and the stored communication preferences associated with the presence watcher using,
a weight function for a particular set of communication preferences and a priority level assigned to the presence watcher by the presentity;
a first q value indicating a preference for a particular set of communication preferences associated with the presentity;
a second q value indicating a preference for a particular set of communication preferences associated with the presence watcher; and a q′ value that reflects the presentity's consideration of the communication preferences for the particular set of communication preferences associated with the presence watcher; and distributing the processed and integrated communication preferences along with presence information about the presentity to the presence watcher so the presence watcher can use the integrated communication preferences to make a decision on how to contact the presentity.
10. The method of claim 9 , wherein said first q value for the particular set of communication preferences associated with the presentity is a numeric value of 0 to 1, where the numeric value of 0 indicates the presentity cannot use the particular set of
communication preferences and the numeric value of 1 indicates that the presentity prefers to use the particular set of communication preferences.
11. The method of claim 9 , wherein said second q value for the particular set of communication preferences associated with the presence watcher is a numeric value of 0 to 1, where the numeric value of 0 indicates the presence watcher cannot use the particular set of communication preferences and the numeric value of 1 indicates that the presence watcher prefers to use the particular set of communication preferences.
12. The method of claim 9 , wherein the processed and integrated communication preferences is distributed in a form of a sliding scale to the presence watcher.
13. The method of claim 9 , wherein said processing and integrating are completed by a call center.
14. The method of claim 9 , wherein said at least one of said presentity and said presence watcher can modify their respective communication preferences.