# US 10,313,524 B2 · System and method for web-based real time and out-of-band communications with contact centers > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,313,524 B2 - Document ID: US10313524B2 - Status: Granted - Kind: B2 - Application number: 15/432,849 - Filed: 2017-02-14 - Published: 2017-06-08 - Granted: 2019-06-04 - Earliest claimed: 2012-11-05 - Applicants: Genesys Telecommunications Laboratories, Inc. - Inventors: Slava Sayko - Web page: https://patentgrep.com/patent/US10313524B2 ## CPC - H04M 3/5191: {interacting with the Internet} - H04L 65/1108: Web based protocols, e.g. webRTC - H04L 65/4015: {where at least one of the additional parallel sessions is real time or time sensitive, e.g. white board sharing, collaboration or spawning of a subconference} - H04L 67/535: {Tracking the activity of the user (network monitoring arrangements H04L43/00; recording of computer activity G06F11/34)} - H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends} - H04M 3/5235: {Dependent on call type or called number [DNIS]} - H04M 7/0027: {Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication} - H04M 7/003: {Click to dial services} - H04M 7/0033: {Notification or handling of incoming calls by a computer} - H04M 11/00: Telephonic communication systems specially adapted for combination with other electrical systems - H04M 2203/558: Databases - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract A method for connecting a website user to a contact center includes: establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel; establishing a supplemental channel between the user and the contact center for exchanging data between the user and the contact center; and storing the data exchanged in the supplemental channel in association with the communication channel. ## Claims ### Claim 1 A method for connecting a website user to a contact center, the method comprising: monitoring activity of the website user on a website to derive information regarding the monitored activity of the user; receive a request from the website user, via the website, to connect to an agent of the contact center; determine whether the information regarding the monitored activity of the website user is sufficient to identify an intent of the website user; in response to determining that the information is sufficient to identify the intent of the user, routing the request to an agent of the agents identified based on the intent; and in response to determining that the information is insufficient to identify the intent of the user, prompting the user for additional information and routing the request to the agent identified based on the monitored activity and the additional information; establishing a communication channel between the website user and the agent of the contact center, the communication channel comprising a browser-based audio communication channel and being associated with a session identifier; establishing a supplemental communication channel in accordance with the session identifier, the supplemental communication channel being configured to transmit data from a web browser of the website user to the agent of the contact center in association with the communication channel; and displaying the supplemental communication channel and the website concurrently in the web browser of the website user. ### Claim 2 (depends on 1) The method of claim 1, further comprising receiving a call request via the website accessed by the website user via the web browser, wherein the communication channel is established with a media engine integrated into the web browser. ### Claim 3 (depends on 1) The method of claim 1, wherein the supplemental communication channel is configured to transmit text-based chat data between the website user and the agent. ### Claim 4 (depends on 1) The method of claim 1, wherein the supplemental communication channel is configured to transmit screen sharing data between the website user and the agent. ### Claim 5 (depends on 1) The method of claim 1, wherein the supplemental communication channel is configured to transfer information between the website user and the agent using web forms. ### Claim 6 (depends on 1) The method of claim 1, wherein the communication channel and the supplemental communication channel are associated with a single session identifier. ### Claim 7 (depends on 6) The method of claim 6, wherein the establishing the communication channel comprises requesting information via the supplemental communication channel. ### Claim 8 (depends on 7) The method of claim 7, wherein the requesting information comprises transmitting a web-based form to the web browser associated with the single session identifier. ### Claim 9 (depends on 1) The method of claim 1, wherein the supplemental communication channel comprises a socket connection. ### Claim 10 (depends on 1) The method of claim 1, wherein the establishing the communication channel comprises: receiving the additional information from the website user via the supplemental communication channel. ### Claim 11 (depends on 10) The method of claim 10, wherein the information comprises a response to a web-based form. ### Claim 12 A system comprising: a call server configured to establish a plurality of communication channels between a plurality of users of a website and a plurality of agents of a contact center, each of the communication channels comprising a browser-based audio communication channel and being associated with a corresponding one of a plurality of session identifiers, a corresponding one of the plurality of users of the website, and a corresponding one of the agents of the contact center; a web monitor server configured to monitor activity of the users on the website; a routing server configured to route a plurality of requests for connections to the plurality of agents of the contact center, the routing server being configured to route a request of the requests by: receiving, from the web monitor server, information regarding the monitored activity of a user on the website; determining whether the information regarding the monitored activity of a user on the website is sufficient to identify an intent of the user; in response to determining that the information is sufficient to identify the intent of the user, routing the request to an agent of the agents based on the intent; and in response to determining that the information is insufficient to identify the intent of the user, prompting the user for additional information and routing the request to the agent based on the monitored activity and the additional information; a supplemental application server configured to: establish a plurality of supplemental communication channels between a plurality of web browsers associated with the plurality of users and the plurality of agents in accordance with corresponding ones of the session identifiers, the supplemental communication channels being configured to transmit data from the web browsers to the agents; and display the supplemental communication channels and the website concurrently in the web browsers of the users. ### Claim 13 (depends on 12) The system of claim 12, wherein the call server is configured to receive a plurality of call requests via the website accessed by the users, wherein each of the communication channels is established with media engines integrated into corresponding ones of the web browsers of the users. ### Claim 14 (depends on 12) The system of claim 12, wherein a least one of the supplemental communication channels is configured to transmit text-based chat data between the corresponding one of the users and the corresponding one of the agents. ### Claim 15 (depends on 12) The system of claim 12, wherein at least one of the supplemental communication channels is configured to transmit screen sharing data between the corresponding one of the users and the corresponding one of the agents. ### Claim 16 (depends on 12) The system of claim 12, wherein at least one of the supplemental communication channels is configured to transfer information between the corresponding one of the users and the corresponding one of the agents using web forms. ### Claim 17 (depends on 12) The system of claim 12, wherein each of the session identifiers associated with the communication channels is also associated with a corresponding one of the supplemental communication channels. ### Claim 18 (depends on 17) The system of claim 17, wherein the call server is configured to establish a communication of the communication channels by requesting information via one of the supplemental communication channels. ### Claim 19 (depends on 18) The system of claim 18, wherein the requesting the information via the one of the supplemental communication channels comprises transmitting a web-based form via the one of the supplemental communication channels. ### Claim 20 (depends on 12) The system of claim 12, wherein the routing server is further configured to route requests to the agents using routing information received from the supplemental application server.