# US 2021/0344797 A1 · Smart handling of call redirection based on the out of office message of the user

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- Number: US 2021/0344797 A1
- Document ID: US20210344797A1
- Status: Published application
- Kind: A1
- Application number: 16/864,409
- Filed: 2020-05-01
- Published: 2021-11-04
- Earliest claimed: 2020-05-01
- Assignees: Avaya Management L.P.
- Applicants: Avaya Management L.P.
- Inventors: Sunil Saraff; Sameer Prabhakar Joshi; Sumita Divakaran
- Web page: https://patentgrep.com/patent/US20210344797A1

## CPC

- H04M 3/42365: {Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity}
- G06F 16/3344: {using natural language analysis}
- H04L 51/02: using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
- H04L 51/214: using selective forwarding
- H04M 3/543: {Call deflection}
- H04L 51/18: Commands or executable codes
- H04M 2203/651: Text message transmission triggered by call
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)

## Abstract

Many users have presence information on more than one system. Maintaining such systems may be burdensome and error prone. By automatically parsing an out-of-office message on a first system (e.g., email) for configuring a second system (e.g., telephony) duplicative work may be avoided as one system configures the other system. Accordingly, an out-of-office text message may be automatically parsed to determine attributes (e.g., start/end of absence) and who to contact for certain issues. The email system may then automatically configure a telephony system to provide voice prompts extracted from the email system and the opportunity for a caller to be routed to delegates telephone numbers based on the delegates identified in the email out-of-office message.

## Claims

### Claim 1

A system, comprising:
a processor, wherein the processor comprises at least one processing device;
a data storage comprising a storage device;
a first network interface to a first network; and
an input-output component;
wherein the processor is configured to:
receive, from the input-output component, an out-of-office text message from a user;
parse the out-of-office text message to identify a candidate delegate therein;
match, in the data storage, a record structure comprising a first record associating a delegate telephony address with the candidate delegate and, upon the matching, identify the candidate delegate as the delegate;
access, in the data storage, a record structure comprising a second record associating a user telephony address with the user;
format an out-of-office telephony message and further comprising indicia of the delegate and indicia of the telephony address of the delegate; and
configure a telephony device to present the out-of-office telephony message to a caller of a call destined for the user telephony device.

### Claim 2 (depends on 1)

The system of claim 1, wherein the processor is further configured to:
parses the out-of-office text message to identify the candidate delegate therein comprises identifying a plurality of candidate delegates; and
match the record structure comprising the first record associating the delegate telephony address with the candidate delegate, comprises, a weighted matching in association with a degree of match to at least one of record structure comprising a third data structure, wherein the third data structure comprises at least one of frequency of communications with at least one of the plurality of candidate delegates, frequency of calendar events shared with at least one of the plurality of candidate delegates, a role of the at least one of the plurality of candidate delegates, or a position of the at least one of the plurality of candidate delegates; and
identify the candidate delegate from the plurality of candidate delegates as having the highest weighted matching from the each of the plurality of candidate delegates.

### Claim 3 (depends on 1)

The system of claim 1, wherein the processor is further configured to:
parse the out-of-office text message to identify the candidate delegate therein comprises identifying a plurality of candidate delegates, utilizing a natural programming language to evaluate additional portions of the out-of-office text message, other than a portion comprising the candidate delegate, to determine an attribute of at least one of the plurality of candidate delegates; and
identify the candidate delegate from the plurality of candidate delegates as having the attribute best matching each of the plurality of candidate delegates.

### Claim 4 (depends on 1)

The system of claim 1, wherein the telephony device, upon being configured to present the out-of-office telephony message and further upon receiving a call destined for the user, answers the call and, upon being connected to the caller, presents the out-of-office telephony message.

### Claim 5 (depends on 1)

The system of claim 1, wherein the telephony message comprises a prompt associate with the indicia of the delegate and upon receiving a response from the caller in accordance with the prompt, forwarding the call to the telephony address of the delegate.

### Claim 6 (depends on 1)

The system of claim 1, wherein configuring the telephony device to present the out-of-office telephony message to the caller, further comprises, configuring a presences server providing presence data to subscribing presence devices.

### Claim 7 (depends on 1)

The system of claim 1, wherein the telephony address of the delegate comprises at least one of an extension on a private branch exchange (PBX), a destination address on a public switched telephone number, a voice over internet protocol (VoIP) address, or a Session Initiation Protocol (SIP) address.

### Claim 8 (depends on 1)

The system of claim 1, wherein indicia of the delegate comprises at least one of a full name of the delegate, a truncated name of the delegate, a role of the delegate, a department of the delegate, a default-role of the delegate.

### Claim 9 (depends on 1)

The system of claim 1 wherein the indicia of the telephony address of the delegate comprises at least one of a dual-tone multi-frequency signaling (DTMF) sequence or a spoken indicia.

### Claim 10 (depends on 1)

The system of claim 1, wherein the telephony device formats the out-of-office telephony message upon receiving the call

### Claim 11

A method, comprising:
receiving, from an input-output component, an out-of-office text message from a user;
parsing the out-of-office text message to identify a candidate delegate therein;
matching, in a data storage, a record structure comprising a first record associating a delegate telephony address with the candidate delegate and, upon the matching, identifying the candidate delegate as the delegate;
accessing, in the data storage, a record structure comprising a second record associating a user telephony address with the user;
formatting an out-of-office telephony message and further comprising indicia of the delegate and indicia of the telephony address of the delegate; and
configuring a telephony device to present the out-of-office telephony message to a caller of a call destined for the user telephony device.

### Claim 12 (depends on 11)

The method of claim 11, further comprising:
parsing the out-of-office text message to identify the candidate delegate therein comprises identifying a plurality of candidate delegates; and
matching a record structure comprising the first record associating the delegate telephony address with the candidate delegate, comprising, a weighted matching in association with a degree of match to at least one of record structure comprising a third data structure, wherein the third data structure comprises at least one of frequency of communications with at least one of the plurality of candidate delegates, frequency of calendar events shared with at least one of the plurality of candidate delegates, a role of the at least one of the plurality of candidate delegates, or a position of the at least one of the plurality of candidate delegates; and
identifying the candidate delegate from the plurality of candidate delegates as having the highest weighted matching from the each of the plurality of candidate delegates.

### Claim 13 (depends on 11)

The method of claim 11, further comprising, receiving a call destined for the user and, in response thereto, answering the call and, upon being connected to the caller, presenting the out-of-office telephony message.

### Claim 14 (depends on 11)

The method of claim 11, wherein the telephony message comprises a prompt associate with the indicia of the delegate and upon receiving a response from the caller in accordance with the prompt, forwarding the call to the telephony address of the delegate.

### Claim 15 (depends on 11)

The method of claim 11, wherein configuring the telephony device to present the out-of-office telephony message to the caller, further comprises, configuring a presences server providing presence data to subscribing presence devices.

### Claim 16 (depends on 11)

The method of claim 11, wherein the telephony address of the delegate comprises at least one of an extension on a private branch exchange (PBX), a destination address on a public switched telephone number, a voice over internet protocol (VoIP) address, or a Session Initiation Protocol (SIP) address.

### Claim 17 (depends on 11)

The method of claim 11, wherein indicia of the delegate comprises at least one of a full name of the delegate, a truncated name of the delegate, a role of the delegate, a department of the delegate, a default-role of the delegate.

### Claim 18 (depends on 11)

The method of claim 11, wherein the indicia of the telephony address of the delegate comprises at least one of a dual-tone multi-frequency signaling (DTMF) sequence or a spoken indicia.

### Claim 19 (depends on 11)

The method of claim 11, wherein the formatting of the out-of-office telephony message occurs upon receiving the call.

### Claim 20

A system, comprising:
means to receive, from an input-output component, an out-of-office text message from a user;
means to parse the out-of-office text message to identify a candidate delegate therein;
means to match, in the data storage, a record structure comprising a first record associating a delegate telephony address with the candidate delegate and, upon the matching, identify the candidate delegate as the delegate;
means to access, in a data storage, a record structure comprising a second record associating a user telephony address with the user;
means to format an out-of-office telephony message and further comprising indicia of the delegate and indicia of the telephony address of the delegate; and
means to configure a telephony device to present the out-of-office telephony message to a caller of a call destined for the user telephony device.