System and method for zero-footprint screen capture
First Claim
1. A system for zero-footprint screen capture for contact centers, comprising:
- a screen capture server comprising a processor, a memory, and a plurality of software programming instructions stored in the memory and operating on the processor which cause the screen capture server to;
receive screen capture data from a screen capture software application; and
store the screen capture data; and
a screen capture software application comprising a plurality of programming instructions configured to be downloaded to an agent workstation, wherein the screen capture software application, when operating on the agent workstation, causes the agent workstation to;
detect a connection of an incoming phone call to an agent workstation;
start capturing images of a screen of the agent workstation;
detect a disconnection of the incoming phone call to the agent workstation; and
stop capturing images of the screen of the agent workstation; and
a web server comprising a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor which cause the web server to;
receive login information for an agent via a web browser on the agent workstation;
download an applet to the agent workstation for authentication;
associate, using the applet, an agent identification with workstation;
receive captured screens of the agent workstation from the screen capture software application;
transmit captured screens to screen capture server.
2 Assignments
0 Petitions
Accused Products
Abstract
A system for zero-footprint screen capture, comprising a communication server software module, a screen capture server software module, a web server software module, and a media upload server software module, wherein the web server, on receiving a request for a specific web page from a client application whose screen is to be captured, uploads a persistent screen capture software application to the client, and further wherein, upon receiving a connection request from the screen capture application, establishes a persistent connection to the screen capture application and, on receiving a notification from the communication server pertaining to an interaction involving a user of the client application, sends instructions via the persistent connection to the screen capture application, and wherein the media upload server receives via the established connection to the uploaded screen capture application one or more data packets containing screen capture graphics data.
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Citations
13 Claims
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1. A system for zero-footprint screen capture for contact centers, comprising:
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a screen capture server comprising a processor, a memory, and a plurality of software programming instructions stored in the memory and operating on the processor which cause the screen capture server to; receive screen capture data from a screen capture software application; and store the screen capture data; and a screen capture software application comprising a plurality of programming instructions configured to be downloaded to an agent workstation, wherein the screen capture software application, when operating on the agent workstation, causes the agent workstation to; detect a connection of an incoming phone call to an agent workstation; start capturing images of a screen of the agent workstation; detect a disconnection of the incoming phone call to the agent workstation; and stop capturing images of the screen of the agent workstation; and a web server comprising a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor which cause the web server to; receive login information for an agent via a web browser on the agent workstation; download an applet to the agent workstation for authentication; associate, using the applet, an agent identification with workstation; receive captured screens of the agent workstation from the screen capture software application; transmit captured screens to screen capture server. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for zero-footprint screen capture, the method comprising the steps of:
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receiving, via a web server, login information for an agent via a web browser on an agent workstation; downloading an applet to the agent workstation for authentication; associating, using the applet, an agent identification with the workstation; downloading a screen capture software application to the agent workstation; detecting a connection of an incoming phone call to the agent workstation; starting capture of images of a screen of the agent workstation; detecting a disconnection of the incoming phone call to the agent workstation; stopping capture of images of the screen of the agent workstation; receiving, at the web server, captured screens of the agent workstation from the screen capture software application; transmitting the captured screens to screen capture server, which stores the captured screens. - View Dependent Claims (12, 13)
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Specification