US 2016/0241565 A1 · CONVEYING REQUESTS TO SERVICE PERSONS USING AVATARS ACTING AS PROXIES

Abstract

In accordance with an exemplary embodiment of the present invention, an avatar object is presented which is well-suited for the NewWave service platform. An avatar is a virtual representation of an individual or group as a Global Information Bus (GIB) software service with which other services can interact (i.e., proxy of person). Thus, a service needing to contact a person need not know who that person is. Each avatar includes means for reaching and communicating with the individual wherever they are in the global ecosystem. An avatar is the virtualization of service methods translated to user actions. In short, an avatar is an object personification of the attributes of a person, team, group, or the like, which represents specific qualities associated with the subject of the avatar. Operators, provisions, customer contacts, service support staff and any other management-tasked staff in the customer and network care environment will have an avatar(s) for a network management task manager, such as a Management Operations Canter (MOC). An avatar's virtual image may also represent a history of past work, interactions, success ratings associated with personification of the subject of the avatar. along with its current workload and contact information for forwarding all communications, messages and work to the contact via the appropriate contact mean(s) interacting with the avatar. Initially, an avatar object registers itself as, for example as a contact entity within a DataBus, with a registry within the domain of a service which may need the contact data. Any service requesting information associated with the avatar object locates this proxy using existing NewWave protocols, and then communicates with the avatar through its proxy. In accordance with one embodiment, a service invite a person to participate in a work group based on the needs of the service and attributes of the avatar and then bind their avatar to an associated work document. As the work proceeds, the avatar attributes are updated to reflect its workload and upon completion of the task the avatar's its history is updated to reflect the its association with the particular task and the success rating of the completion of the task.

Claims21

Dependent claims

A method performed by a server, the method comprising:

creating, at the server, an in-memory shared space comprising one or more objects;
retrieving based on the at least one of the one or more objects, by the server, one or more user identifiers from a database comprising a plurality of user identifiers, wherein the database associates each user identifier with one or more devices associated with the user identifier;
receiving, at the server, for each of the one or more user identifiers retrieved from the database, a request that a device associated with the user identifier access the in-memory shared space, wherein the request does not specify any of the one or more devices associated with the user identifier;
retrieving, by the server, from the database, for each of the one or more user identifiers, a logon status of at least one of the one or more devices associated with the user identifier;
determining, by the server, for each of the one or more user identifiers, at least one of the one or more devices associated with the user identifier to send the request to access the in-memory shared space to, based on the determined logon status of at least one of the one more devices;
and
transmitting, by the sever, for each of the one or more user identifiers, the request to access the in-memory shared space to the determined at least one of the one or more devices associated with the user identifier.

4 more elements

A non-transitory computer readable medium storing instructions, the instructions comprising one or more instructions that, when executed by the one or more processors, cause the one or more processors to:

create an in-memory shared space comprising one or more objects;
retrieve, based on the at least one of the one or more objects, one or more user identifiers from a database comprising a plurality of user identifiers, wherein the database associates each user identifier with one or more devices associated with the user identifier;
receive, for each of the one or more user identifiers retrieved from the database, a request that a device associated with the user identifier access the in-memory shared space, wherein the request does not specify any of the one or more devices associated with the user identifier;
retrieve, from the database, for each of the one or more user identifiers, a logon status of at least one of the one or more devices associated with the user identifier;
determine, for each of the one or more user identifiers, at least one of the one or more devices associated with the user identifier to send the request to access the in-memory shared space to, based on the determined logon status of at least one of the one more devices;
and
transmit, for each of the one or more user identifiers, the request to access the in-memory shared space to the determined at least one of the one or more devices associated with the user identifier.

4 more elements

A system comprising

one or more databases;
one or more server systems comprising one or more processors, the one or more server systems adapted to:
create an in-memory shared space comprising one or more objects;
retrieve, based on the at least one of the one or more objects, one or more user identifiers from the one or more databases comprising a plurality of user identifiers, wherein the one or more databases associate each user identifier with one or more devices associated with the user identifier;
receive, for each of the one or more user identifiers retrieved from the one or more databases, a request that a device associated with the user identifier access the in-memory shared space, wherein the request does not specify any of the one or more devices associated with the user identifier;
retrieve, from the one or more databases, each of the one or more user identifiers, a logon status of at least one of the one or more devices associated with the user identifier;
determine, for each of the one or more user identifiers, at least one of the one or more devices associated with the user identifier to send the request to access the in-memory shared space to, based on the determined logon status of at least one of the one more devices;
and
transmit, for each of the one or more user identifiers, the request to access the in-memory shared space to the determined at least one of the one or more devices associated with the user identifier.

6 more elements

Dependencies are inferred from the claim text.

Conveying requests to service persons using avatars acting as proxies

Life of this patent

Conveying requests to service persons using avatars acting as proxies

Life of this patent

Abstract

Claims21