Context and Intent In Call Processing呼叫处理中的上下文和意图.pptVIP

Context and Intent In Call Processing Tom Gray, Ramiro Liscano, Barry Wellman, Anabel Quan Haase, T. Radhakrishnan, Yongseok Choi Technological Change Technological change now facing vendors of enterprise PBXs Development of IP and wireless technologies for this market is apace Large investment However sales are not as hoped Assumption Change Connections are made between devices Devices are fixed in location User identity is their device directory number Device functions to a single user’s preferences Busy is a device state How Why People Communicate Thomas J. Allen’s networks networks of recognized competence success correlated directly with amount of informal interaction negative correlation - literature consultation and success informal - new tacit knowledge communication and knowledge management are directly key to success Current Tools Babble (IBM Erickson, Kellogg, Bradner) social translucence - social affordances visibility higher performance online, status, involvement with others Hillier architecture predictive model of interaction from visibility Both augment rather than recreate reality Features - Proactive Availability Engender informal interaction by increasing casual visibility voice mail - asynchronous | telephone - synchronous Availability - willingness to talk filters to allow visibility but to protect from unwanted interactions multiple locations with multiple expectations of proper operation visible clues from Hillier, Buxton … organizational norms stability Role As Relationship New Feature Types Two new feature types reactive (CoC) and proactive (PoA) CoC similar to current feature set but keyed to user current activity and role within organization PoA detect and analyze current user state and project availability for discussion Call Processing Presence Presence Availability relation to PoA possible interactions availability determined by state of call processing features (DND example) presence is really hypothetical call processing p