US 10,757,258 B1Granted

Visual engagement using automatically dynamically selected visualization mediums

AssigneeGlance Networks, Inc.

InventorsEdward F. Hardebeck, Deborah Mendez, Richard L. Baker, Tom Martin

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Abstract

A method and apparatus for visual engagement using automatically dynamically selected visualization mediums is described that will allow visual engagement via visual engagement sessions between customers and agents regardless of the type of application in use at the customer. Calls between customers and agents are implemented using the Public Switched Telephone Network (PSTN) or Voice over Internet Protocol (VoIP), and visual engagement sessions are added to the calls, which enables visual engagement to occur without requiring modification of the manner in which calls are handled (routed) and bridged at the call center. In some embodiments, to enable an agent to see an output of an application client in use by a customer, a visualization system automatically selects one or more types of visualization technology for a visualization session with the customer based on the type of application client in use at the customer.

Claims21

Dependent claims

A method of implementing a visualization session, comprising:

receiving, by an agent, a contact event from a customer using an application client;
authenticating, by the agent, with a visualization system and with a presence system;
instructing the presence system, by the agent, to initiate the visualization session on which the output of the application client will be visible to the agent;
starting the visualization session by the customer without notifying the customer that the output of the application client will be visible to the agent;
joining the visualization session, by the agent, in connection with accepting the contact event;
determining that the application client in use by the customer is a hybrid application client, in which a first portion of a user interface of the hybrid application client is natively drawn using system calls to an operating system and a second portion of the user interface is output via a browser;
using screen share technology, by the customer, to capture and transmit the first portion of the user interface on a visualization session;
and
using co-browse technology, by the customer, to capture and transmit the second portion of the user interface on the visualization session;
wherein the agent does not know the type of visualization technology to be used with the customer prior to instructing the presence system to start the visualization session;
and
wherein the step of joining the visualization session occurs prior to the step of accepting the contact event.

9 more elements

Dependencies are inferred from the claim text.

Facts

Application: 16/388,446Filed 18 Apr 2019 · us provisional application
Priority: 12 May 2018
Granted: 25 Aug 2020
Term ends: Not estimatedThe source records don’t support an estimate.

Classification8 codes

H04M 3/5183
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: call or contact centers…
H04L 65/1076
Session management: screening of IP real time communications, e.g. spam over Internet telephony [SPIT]
H04L 65/1089
In-session procedures: by adding media; by removing media
H04L 65/1096
Session management: supplementary features, e.g. call forwarding or call holding