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Method for acquiring content information, and software product, collaboration system and collaboration server for acquiring content information

  • US 20010016873A1
  • Filed: 02/15/2001
  • Published: 08/23/2001
  • Est. Priority Date: 02/15/2000
  • Status: Active Grant
First Claim
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1. A content information acquisition method for allowing an agent information terminal to acquire same information as content information acquired from a Web server by a customer information terminal having a customer browser installed therein which displays the content information, comprising the steps of:

  • (a) interconnecting the agent information terminal with a collaboration server;

    (b) generating a user access identifier for identifying the agent information terminal uniquely;

    (c) acquiring, from the collaboration server, an agent applet for generating an agent control window through which personal information is input and which transmits personal information from the agent information terminal to the collaboration server;

    (d) activating the agent applet to generate the agent control window;

    (e) transmitting a log-on request including a user ID of an agent from the agent information terminal to the collaboration server in response to a log-on instruction operation by the agent;

    (f) interconnecting the customer information terminal with the collaboration server;

    (g) generating another user access identifier for identifying the customer information terminal uniquely;

    (h) acquiring, from the collaboration server, a first customer applet for generating a customer control window through which personal information is input and which transmits the personal information from the customer information terminal to the collaboration server;

    (i) activating the first customer applet to generate the customer control window;

    (j) transmitting a log-on request including personal information of the customer and query type information from the customer information terminal to the collaboration server in response to a log-on instruction operation by the customer;

    (k) adding a record of the customer to a customer queue corresponding to the query type information;

    (l) checking a waiting state of the record of the customer in the customer queue corresponding to the query type information;

    (m) informing the customer information terminal of a checking result;

    (n) assigning an agent corresponding to the query type information to the customer;

    (o) informing the agent information terminal of a start of a session;

    (p) informing the customer information terminal of the start of the session;

    (q) embedding in the content information a second customer applet for checking a change in the content information displayed by the customer browser when the customer information terminal acquires the content information from the Web server via the collaboration server;

    (r) embedding a customer side script for acquiring changed page information which includes a URL of a page including the changed content information, a URL of a parent page of the page including changed content information, a number of child pages of the parent page and a position of the page including the changed content information relative to the parent page;

    (s) transmitting the changed page information to the collaboration server, checking whether or not the changed page information transmitted corresponds to a page that is currently displayed by the customer browser in response to acquisition of the changed page information transmitted from the agent, and embedding a tree manager for instructing the customer browser to display a page corresponding to the changed page information transmitted when the changed page information from the agent does not correspond to the currently displayed page;

    (t) transmitting the changed page information to the collaboration server in response to detection by the second customer applet of the content information displayed by the customer browser;

    (u) transmitting the changed page information to the agent information terminal by the collaboration server;

    (v) causing the agent information terminal to determine whether or not a page that is currently display by an agent browser corresponds to the changed page information; and

    (w) loading a page corresponding to the changed page information on the agent browser when the agent browser has decided that the currently displayed page does not correspond to the changed page information.

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