# US 11,115,532 B2 · Visual engagement using automatically dynamically selected visualization mediums

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- Number: US 11,115,532 B2
- Document ID: US11115532B2
- Status: Granted
- Kind: B2
- Application number: 16/998,572
- Filed: 2020-08-20
- Published: 2021-01-28
- Granted: 2021-09-07
- Earliest claimed: 2018-05-12
- Assignees: Glance Networks, Inc.
- Applicants: Glance Networks, Inc.
- Inventors: Edward F. Hardebeck; Deborah Mendez; Richard L. Baker; Tom Martin
- Web page: https://patentgrep.com/patent/US11115532B2

## CPC

- H04M 3/5183: {Call or contact centers with computer-telephony arrangements}
- H04L 65/1076: Screening of IP real time communications, e.g. spam over Internet telephony [SPIT]
- H04L 65/1089: by adding media; by removing media
- H04L 65/1096: Supplementary features, e.g. call forwarding or call holding (systems providing special services or facilities to telephony subscribers H04M3/42)
- H04M 7/0027: {Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication}
- H04M 2203/253: where a visual mode is used instead of a voice mode
- 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 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.

## Claims

### Claim 1

A method of implementing a visualization session, comprising:
receiving, by an agent, a contact event from a customer using an application client;
instructing the customer, by the agent, to start a visualization session at a visualization system;
starting the visualization session at the visualization system by the customer; and
authenticating by the agent to the visualization system to join the visualization session;
wherein the customer is not known at the visualization system prior to implementing the step of starting the visualization session at the visualization system;
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 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 customer to start the visualization session.

### Claim 2 (depends on 1)

The method of claim 1, wherein the agent is an intelligent natural language virtual assistant.

### Claim 3 (depends on 1)

The method of claim 1, wherein the visualization session is not implemented using WebRTC.

### Claim 4 (depends on 1)

The method of claim 1, wherein the contact event is a telephone call on the public switched telephone network.

### Claim 5 (depends on 4)

The method of claim 4, wherein the contact event is implemented using a communication device that is not being used to execute the application client.

### Claim 6 (depends on 1)

The method of claim 1, wherein the contact event is a Voice over Internet Protocol (VoIP) call.

### Claim 7 (depends on 6)

The method of claim 6, further comprising assigning a temporary telephone number or a telephone number extension to the customer in connection with the VoIP call.

### Claim 8 (depends on 7)

The method of claim 7, further comprising posting the temporary telephone number or the telephone number extension, by the customer, to a presence system.

### Claim 9 (depends on 7)

The method of claim 7, wherein the contact event includes an identification of the temporary telephone number or the telephone number extension.

### Claim 10 (depends on 1)

The method of claim 1, wherein the application client includes a screensharing client.

### Claim 11 (depends on 1)

The method of claim 1, wherein the application client includes a presence client.

### Claim 12 (depends on 1)

The method of claim 1, wherein the application client includes a VoIP client.

### Claim 13 (depends on 1)

The method of claim 1, wherein the application client includes a video client configured to receive video from the agent.

### Claim 14 (depends on 1)

The method of claim 1, wherein the co-browse technology comprises co-browse script configured to forward the DOM of the browser to the agent.

### Claim 15 (depends on 1)

The method of claim 1, further comprising starting a sub-session by the agent to show agent information back to the customer.

### Claim 16 (depends on 15)

The method of claim 15, wherein the agent information is video.

### Claim 17 (depends on 15)

The method of claim 15, wherein the visualization session is used to exchange messages associated with establishing the sub-session.

### Claim 18 (depends on 1)

The method of claim 1, further comprising assigning a visualization identification value to the visualization session, but not using the visualization identification value as part of a security model for the visualization session.

### Claim 19 (depends on 1)

The method of claim 1, wherein the application has a native layer built to run on a mobile device, and an embedded browser configured to implement a user interface of the application.

### Claim 20 (depends on 1)

The method of claim 1, wherein the step of starting the visualization session at the visualization system by the customer comprises:
determining whether a user interface of the application is natively drawn using system calls or implemented using an embedded browser;
using screen share technology, by the customer, to capture and transmit a view of the user interface on the visualization session when the user interface is natively drawn; and
using co-browse technology, by the customer, to capture and transmit a view of the user interface on the visualization session when the user interface is implemented using the embedded browser.