U.S. patent application number 11/840626 was filed with the patent office on 2009-02-05 for system and method to prioritize chat alerts based on an organizational hierarchical chain.
This patent application is currently assigned to INTERNATIONAL BUSINESS MACHINES CORPORATION. Invention is credited to Sean Callanan, Al Chakra, Sonya Purcell, Hugh Smyth.
Application Number | 20090037543 11/840626 |
Document ID | / |
Family ID | 40339168 |
Filed Date | 2009-02-05 |
United States Patent
Application |
20090037543 |
Kind Code |
A1 |
Callanan; Sean ; et
al. |
February 5, 2009 |
SYSTEM AND METHOD TO PRIORITIZE CHAT ALERTS BASED ON AN
ORGANIZATIONAL HIERARCHICAL CHAIN
Abstract
In a chat alert method and system, a chat user creates alert
profiles that include the requestor's level in an organizational
hierarchy as a parameter and the alert type for the level. When a
chat client receives a chat request from a requester for a
receiver, the chat client determines if there is a chat alert
profile that matches the requestor's level. If so, then an alert is
issued to the receiver according to the matching chat alert
profile. Optionally, the chat alert profile sets an alternate alert
system, where if the receiver does not respond to the request
within a specified time, an alert is sent using the alternate alert
system. Chat requests from requesters higher up in the reporting
chain can be highlighted for the receiver. The receiver can then
prioritize the chat requests that he/she receives and respond to
them in a timely fashion.
Inventors: |
Callanan; Sean; (Dublin,
IE) ; Chakra; Al; (Apex, NC) ; Purcell;
Sonya; (Tipperary, IE) ; Smyth; Hugh; (Dublin,
IE) |
Correspondence
Address: |
STRATEGIC PATENT GROUP, P.C.
P.O. BOX 1329
MOUNTAIN VIEW
CA
94042
US
|
Assignee: |
INTERNATIONAL BUSINESS MACHINES
CORPORATION
Armonk
NY
|
Family ID: |
40339168 |
Appl. No.: |
11/840626 |
Filed: |
August 17, 2007 |
Related U.S. Patent Documents
|
|
|
|
|
|
Application
Number |
Filing Date |
Patent Number |
|
|
11832429 |
Aug 1, 2007 |
|
|
|
11840626 |
|
|
|
|
Current U.S.
Class: |
709/206 |
Current CPC
Class: |
G06Q 10/107
20130101 |
Class at
Publication: |
709/206 |
International
Class: |
G06F 15/16 20060101
G06F015/16 |
Claims
1. A method for providing online chat alerts, comprising: receiving
by a chat client a chat request from a requester for a receiver;
obtaining by the chat client a requestor's level in an
organizational hierarchy; determining by the chat client if any
chat alert profile matches the requestor's level; and issuing by
the chat client an alert to the receiver according to the matching
chat alert profile, if a chat alert profile matches the requestor's
level.
2. The method of claim 1, wherein the obtaining comprises:
obtaining the requestor's level from a directory server.
3. The method of claim 2, wherein the requestor's level is obtained
using a Lightweight Directory Access Protocol (LDAP).
4. The method of claim 1, wherein the matching chat alert profile
comprises a plurality of parameters, wherein the plurality of
parameters comprises: the requestor's level relative to a
receiver's level in a reporting chain; and an alert type.
5. The method of claim 4, wherein the alert type comprises a sound
or a chat window color.
6. The method of claim 4, wherein the issuing comprises: issuing
the alert by the chat client to the receiver according to the alert
type.
7. The method of claim 1, further comprising: determining by the
chat client if an alternate alert system is set in the matching
chat alert profile; determining by the chat client if the receiver
has responded to the chat request in a time specified in the
matching chat alert profile, if the alternate alert system is set
in the matching chat alert profile; and sending a second alert to
the receiver using the alternate alert system according to the
matching chat alert profile, if the receiver has not responded to
the chat request in the time specified in the matching chat alert
profile.
8. The method of claim 7, wherein the alternate alert system
comprises at least one of: text messaging; email; pager; network
message; and Radio Frequency Identification (RFID).
9. The method of claim 7, wherein the alternate alert system is
added to functionalities of the chat client using a plugin.
10. The method of claim 1, further comprising: receiving an alert
by the chat client according to an alternate alert system selected
by the requester.
11. A method for providing online chat alerts, comprising:
receiving by a chat client a chat request from a requester for a
receiver; obtaining by the chat client a requestor's level in an
organizational hierarchy; determining by the chat client if any
chat alert profile matches the requestor's level; issuing by the
chat client an alert to the receiver according to the matching chat
alert profile, if a chat alert profile matches the requestor's
level. determining by the chat client if an alternate alert system
is set in the matching chat alert profile; determining by the chat
client if the receiver has responded to the chat request in a time
specified in the matching chat alert profile, if the alternate
alert system is set in the matching chat alert profile; and sending
a second alert to the receiver using the alternate alert system
according to the matching chat alert profile, if the receiver has
not responded to the chat request in the time specified in the
matching chat alert profile.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application is a continuation of co-pending patent
application Ser. No. 11/832,429 entitled "System and Method to
Prioritize Chat Alerts Based on an Organizational Hierarchical
Chain", filed on Aug. 1, 2007, and assigned to the assignee of the
present application.
BACKGROUND OF THE INVENTION
[0002] Online chats are a popular medium through which many users
communicate. One chat medium is Instant Messaging (IM). The current
art of IM provides a chat window to communicate with other IM
users. During the course of a day, IM users initiate and respond to
numerous chat requests. Oftentimes, it is not possible for an IM
user to respond to all the chat windows in a timely fashion. This
scenario can be caused when an IM user receives excessive chat
requests, the IM user is at his/her desk but on the phone talking
to another work colleague, or the IM user is not physically at the
desk where his/her PC or laptop is located. IM clients allow users
to set alert preferences for a variety of events. For example, the
IM user can be alerted by a sound when he/she receives a chat
request or whenever someone on the contact list comes on-line.
[0003] When responding to numerous chat requests, it may not be
immediately obvious to the receiver of the request who is
requesting the chat, without physically opening that particular
chat window. Current IM clients do not provide a method to
prioritize chat requests to assist the IM user in deciding who to
respond to first. An IM user will typically respond sequentially to
chat requests, even though the IM user may or may not know if the
requester is a member of the receiving IM user's contact list or
the requestor's position in the organization's hierarchy.
[0004] For example, if the requestor is the IM users' manager, or
someone higher up in the reporting chain, the requester expects an
instant, or at least a timely, response to the request.
Simultaneously, the IM user has numerous other requests to respond
to. However, the IM user is not aware that a request from his
manager is among the numerous requests, and the IM user does not
respond immediately. If the IM user is aware of the request, then
he/she could timely respond to the manager's chat request.
BRIEF SUMMARY OF THE INVENTION
[0005] A method and system for providing online chat alerts
include: receiving by a chat client a chat request from a requester
for a receiver; obtaining by the chat client a requestor's level in
an organizational hierarchy; determining by the chat client if any
chat alert profile matches the requestor's level; and issuing by
the chat client an alert to the receiver according to the matching
chat alert profile, if a chat alert profile matches the requestor's
level.
[0006] The chat client obtains the requestor's level from a
directory server, using a Lightweight Directory Access Protocol
(LDAP).
[0007] The matching chat alert profile includes a plurality of
parameters, the parameters including the requestor's level relative
to a receiver's level in a reporting chain and an alert type. The
alert type includes a sound or a chat window color. The chat client
issues the alert to the receiver according to the alert type.
[0008] The chat client further determines if an alternate alert
system is set in the matching chat alert profile; determines client
if the receiver has responded to the chat request in a time
specified in the matching chat alert profile, if the alternate
alert system is set in the matching chat alert profile; and sends a
second alert to the receiver using the alternate alert system
according to the matching chat alert profile, if the receiver has
not responded to the chat request in the time specified in the
matching chat alert profile.
[0009] The alternate alert system includes at least one of text
messaging; email; pager; network message; and Radio Frequency
Identification (RFID). The alternate alert system is added to
functionalities of the chat client using a plugin.
[0010] In one embodiment, the chat client receives an alert
according to an alternate alert system selected by the
requester.
BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE FIGURES
[0011] FIG. 1 illustrates an exemplary embodiment of a system for
providing chat alerts based on a requestor's place in an
organizational hierarchy.
[0012] FIG. 2 illustrates an exemplary graphical representation of
an organizational hierarchy based on directory records.
[0013] FIG. 3 illustrates an exemplary chat alert profile.
[0014] FIG. 4 is a flowchart illustrating an exemplary method for
providing chat alerts based on a requestor's level in an
organizational hierarchy.
DETAILED DESCRIPTION OF THE INVENTION
[0015] The present invention provides a method and system for
providing chat alerts based on a requestor's place in an
organizational hierarchy. The following description is presented to
enable one of ordinary skill in the art to make and use the
invention and is provided in the context of a patent application
and its requirements. Various modifications to the embodiment will
be readily apparent to those skilled in the art and the generic
principles herein may be applied to other embodiments. Thus, the
present invention is not intended to be limited to the embodiment
shown but is to be accorded the widest scope consistent with the
principles and features described herein.
[0016] The method and system allows a chat user to create chat
alert profiles that includes the requestor's level in an
organizational hierarchy as a parameter. The chat alert profiles
would set the alert type for the level, such as sound or chat
window color. Optionally, the chat alert profile can set an
alternate alert system, where an alert is sent to the receiver
using the alternate alert system if the receiver does not respond
to the request within a time specified in the chat alert
profile.
[0017] The following exemplary embodiments are applicable to any
number of chat mechanisms, including but not limited to Instant
Messaging (IM), forums, discussion databases, and phone chat rooms,
without departing from the spirit and scope of the invention.
[0018] FIG. 1 illustrates an exemplary embodiment of a system for
providing chat alerts based on a requestor's place in an
organizational hierarchy. The system includes a chat server 101 for
providing the chat service to chat clients 102-103. Users at the
chat clients 102-103 can create one or more chat alert profiles
105-106 that include a chat requestor's level in the organization
hierarchy as a parameter. The chat server 101 and chat clients
102-103 connect to an organization's directory stored at a
directory server 104. The directory holds records for the personnel
in an organization. The records include information such as name,
chat screen name, phone number, job title, authentication
information, etc. In the exemplary embodiment, the chat clients
102-103 access the records via Lightweight Directory Access
Protocol (LDAP). LDAP is an application protocol for querying and
modifying directory services running over TCP/IP. LDAP is known in
the art and will not be described in detail here.
[0019] When a chat user logs into a chat client 102, the chat
server 101 authenticates that user. The chat user's credentials
(for example, username and password) are authenticated against
his/her record in the directory on the directory server 104. After
the chat server 101 validates the credentials, the chat user can
access the chat service.
[0020] In the exemplary embodiment, an organizational tree is
programmatically abstracted from the directory at the directory
server 104, with the top of the tree representing persons higher up
in a reporting chain. For example, the top of the tree can
represent the CEO, under which the entire organization is stored.
For another example, the top of the tree can be the department
heads with the members of the departments stored under each
department head. Other levels can be configured to be the top of
tree.
[0021] FIG. 2 illustrates an exemplary graphical representation of
an organizational hierarchy based on directory records. Here,
manager "Michael Daly" is configured as the top of an
organizational directory tree. For employee "Hugh Smyth", employee
"Donnacha McCarrick" is one level up in the hierarchy, and employee
"Ray Loughran" is two levels up in the hierarchy. A chat user at
any of these levels can create chat alert profiles based on the
relative level of the requester in the organization's directory
tree.
[0022] FIG. 3 illustrates an exemplary chat alert profile. A chat
user can set a plurality of parameters as part of the profile 105,
including: name 301 for the chat level profile; the level 302
within the organizational directory to which the profile 105 is to
be applied; and the alert type 303, such as a sound to be played
when the chat window is displayed and/or a color for the chat
window.
[0023] Optionally, the chat user can set an alternate alert system
304. In the exemplary embodiment, alternative alert systems can be
added to the chat client functionalities using plugins 107-108
(FIG. 1). An alert system allows a chat receiver to be alerted for
a variety of events. For example, one can be alerted by a sound
when one receives an invitation or whenever someone on one's
contact list comes online. A plugin is a software module that
"plugs in" to an application (e.g. chat clients 102-103) in order
to give it specific additional functionality. The plugin module is
added to the list of modules available to be used by the
application. In this specification, the specific alert system
plugin module is added to the available alert systems in FIG. 3.
Alternative alert systems include Short Messaging Service (SMS) or
text messaging, email, pager devices, network message, Radio
Frequency Identification (RFID), plugin1, plugin2, etc. The plugin
variable data/parameters can be set as part of the chat alert
profile 105. The parameters can include a time 305 for sending an
alert by the alternate alert system and the message 306 to send.
For example, the chat alert profile 105 illustrated in FIG. 3 is
set to send an SMS message, "level2 user "% s" is pinging you", if
the chat window from a requester two levels up from the receiver is
not responded to within 30 seconds. The phone number for the SMS
message can be obtained from the receiver's directory record. This
allows the receiver to be alerted when the receiver is offline or
otherwise indisposed.
[0024] A different chat alert profile could be created for each
level within the organizational directory. Each profile can be
turned off or on by the chat user.
[0025] FIG. 4 is a flowchart illustrating an exemplary method for
providing chat alerts based on a requestor's level in an
organizational hierarchy. First, a chat client 102 receives a chart
request from a requester at another chat client 103 (step 401). The
chat client 102 obtains the requestor's level in the organizational
hierarchy from the directory server 104 (step 402). In the
exemplary embodiment, the chat client 102 can obtain this
information directly from the directory server 104 or indirectly
through the chat server 101. The chat client 102 determines if
there is a chat alert profile 105 that matches the requestor's
level (step 403). If so, the chat client 102 issues an alert to the
receiver according to the chat alert profile 105 (step 404).
[0026] If an alternative alert system is set in the chat alert
profile 105 (step 405), and the receiver has not responded with the
time specified in the profile 105 (step 406), then a second alert
is sent using the alternate alert system according to the chat
alert profile 105 (step 407).
[0027] Through the use of chat alert profiles for different levels
of an organizational hierarchy, chat requests from requesters
higher up in the reporting chain can be highlighted for the
receiver. The receiver can then prioritize the chat requests that
he/she receives and respond to them in a timely fashion.
[0028] Optionally, an alert profile can be turned off for specific
requesters by the chat user. So when the chat user receives a chat
request from a particular requester, the chat user can choose not
to receive alerts according to the chat profile that matches the
requestor's hierarchical level.
[0029] In another exemplary embodiment, the requester can select an
alternate alert system. For example, if the receiver is in an "I am
away" state, "do not disturb" state, or has not responded to a
request after a specified amount of time, the requestor's chat
client 103 sends an SMS message to the receiver's cellular phone,
based on a chat alert profile 106 at the requesting chat client
103. In this manner, the receiver is alerted to the request,
although indisposed at the present time. When the receiver comes
back on line, the receiver can then initiate a chat with the
requester based on priority dictates or on the requestor's level
within the organizational hierarchy.
[0030] The invention can take the form of an entirely hardware
embodiment, an entirely software embodiment or an embodiment
containing both hardware and software elements. In an exemplary
embodiment, the invention is implemented in software, which
includes but is not limited to firmware, resident software,
microcode, etc.
[0031] Furthermore, the invention can take the form of a computer
program product accessible from a computer-usable or
computer-readable medium providing program code for use by or in
connection with a computer or any instruction execution system. For
the purpose of this description, a computer-usable or computer
readable medium can be any apparatus that can contain, store,
communicate, propagate, or transport the program for use by or in
connection with the instruction execution system, apparatus, or
device.
[0032] The medium can be an electronic, magnetic, optical,
electromagnetic, infrared, or semiconductor system (or apparatus or
device) or a propagation medium. Examples of a computer-readable
medium include a semiconductor or solid state memory, magnetic
tape, a removable computer diskette, a random access memory (RAM),
a read-only memory (ROM), a rigid magnetic disk and an optical
disk. Current examples of optical disks include compact disk-read
only memory (CD-ROM), compact disk-read/write (CD-R/W) and DVD.
[0033] A method and system for providing chat alerts based on a
requestor's place in an organizational hierarchy have been
disclosed. A chat user creates alert profiles that include the
requestor's level in an organizational hierarchy as a parameter.
The alert profiles would set the alert type for the level, such as
sound or chat window color. When a chat client receives a chat
request from a requester for a receiver, the chat client obtains
the requestor's level in the organizational hierarchy and
determines if any chat alert profile matches the requestor's level.
If so, then the chat client issues an alert to the receiver
according to the matching chat alert profile.
[0034] Optionally, the alert profile can set an alternate alert
system if the receiver does not respond to a request within a time
specified in the alert profile. Through the use of chat alert
profiles for different levels of an organizational hierarchy, chat
requests from requesters higher up in the reporting chain can be
highlighted for the receiver. The receiver can then prioritize the
chat requests that he/she receives and respond to them in a timely
fashion.
[0035] Although the present invention has been described in
accordance with the embodiments shown, one of ordinary skill in the
art will readily recognize that there could be variations to the
embodiments and those variations would be within the spirit and
scope of the present invention. Accordingly, many modifications may
be made by one of ordinary skill in the art without departing from
the spirit and scope of the appended claims.
* * * * *