Establishment of a deferred network communication session

• US 20020073210A1
• Filed: 10/16/2001
• Published: 06/13/2002
• Est. Priority Date: 10/17/2000
• Status: Active Grant

• Current Assignee: Hewlett Packard Enterprise Development LP (Hewlett-Packard Enterprise Company)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Wilcock, Lawrence, Low, Colin Andrew, Daanen, Johannes Maria Victo
• Granted Patent: US 7,000,019 B2
• Time in Patent Office: Days
• US Class Current: 709/228
• CPC Class Codes: G06Q 20/40 Authorisation, e.g. identification of payer or payee, verification of customer or shop credentials; Review and approval of payers, e.g. check credit lines or negative lists
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 40/04 Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]

Abstract

A method is provided of establishing network communication later in time between a first endpoint entity accessing an information resource over a network and a second endpoint entity, such as a customer service representative system, associated with that resource. The method uses a service system that can set up a communication session and join endpoint systems to the session to enable them to communicate with each other the network. According to the method, upon the first endpoint entity indicating that it wishes to communicate with a second endpoint entity in the future, the service system generates and stores a session identifier for a communication session to be used in the future and passes a copy of the identifier over the network to the first endpoint entity. Subsequently, the first endpoint entity passes back the session identifier to the service system which, on matching the received identifier with the stored session identifier, joins the first endpoint entity into a communication session with the second endpoint entity. In a preferred embodiment, the session identifier is automatically stored at the first endpoint entity in association with a book-marked rendezvous web page served by the service system, subsequent recall ofthis page returning the session identifier to the service system.

Claims

1. A method of establishing network communication later in time between a first endpoint entity accessing a resource over a network and a second endpoint entity associated with that resource, using a service system that can set up a communication session with an associated transport mechanism allowing the exchange of data across the network between endpoint entities joined to the session;

the method involving the steps of;

(a) - upon the first endpoint entity indicating that it wishes to communicate with a second endpoint entity in the future, the service system generates and stores a session identifier for a communication session to be used in the future and passes a copy of the identifier over the network to the first endpoint entity; and

(b) - the first endpoint entity subsequently passes back the session identifier to the service system which on matching the received identifier with the stored session identifier, joins the first endpoint entity into a communication session with the second endpoint entity.

2. A method according to claim 1, wherein the first endpoint entity indicates that it wishes to communicate with a second endpoint entity in the future by a communication sent outside of any existing communication session, the first endpoint entity passing the service system context data about the intended communication session which the service system stores in association with the session identifier it generates for the session, this context data comprising data that is subsequently used by the service system to select a particular second endpoint entity, from a pool of possible such entities, to join in a communication session with the first endpoint entity.

3. A method according to claim 1, wherein the first endpoint entity indicates that it wishes to communicate with a second endpoint entity in the future by a communication sent outside of any existing communication session, the first endpoint entity passing the service system context data about the intended communication session which the service system stores in association with the session identifier it generates for the session, this context data identifying a specific second endpoint entity with which the first endpoint entity wishes to communicate and being used to set a time for the intended communication session based on the availability of that second endpoint entity, this time being passed back ot the first endpoint entity in step (a).

4. A method according to claim 1, wherein the first endpoint entity indicates that it wishes to communicate with a second endpoint entity in the future during the course of an existing communication session with a second endpoint entity, the service system extracting data it has about the existing communication session and storing it as context data for the intended communication session in association with the session identifier it generates for that session, this context data identifying the second endpoint entity whereby the same second endpoint entity is joined with the first endpoint entity in the future communication session as in the existing session.

5. A method according to any one of the preceding claims, wherein the service system is triggered to select, where not already specifically identified, a second endpoint entity and to join the second endpoint entity with the intended communication session, by the first endpoint entity sending the session identifier to the service system in step (b).

6. A method according to any one of claims 1 to 6, wherein a telephone number associated with the first endpoint entity and a time for the future communication between the first and second endpoint entities is stored at the service system along with the session identifier, the service system being triggered at the indicated time to initiate a telephone call to the first endpoint entity.

7. A method according to any one of claims 1 to 4, wherein a time for the future communication between the first and second endpoint entities is stored at the service system along with the session identifier, the service system being triggered at the indicated time to select, where not already specifically identified, a second endpoint entity and to join that second entity into the intended communication session.

8. A method according to claim 7, wherein a telephone number associated with the first endpoint entity is stored at the service system along with the session identifier, the service system upon joining the second endpoint entity to the communication session, initiating a telephone call to the first endpoint entity from the joined second entity.

9. A method according to any one of the preceding claims, wherein the network resource is a website and in step (a) the first endpoint entity is passed said session identifier in association with a rendezvous web page the URI of which is bookmarked by the first endpoint entity, the first endpoint entity returning the session identifier to the service system instep (b) by using the bookmarked URI to request the rendezvous web page.

10. A method according to claim 9, wherein the session identifier is passed to the first endpoint entity in a cookie associated with the rendezvous web page, this cookie being automatically stored at the first endpoint entity.

11. A method according to claim 9, wherein the session identifier is passed to the first endpoint entity in a query string of the URI of the rendezvous web page.

14. A method according to claim 13, wherein the service-session functional entity comprises a session instance with generic behaviour for adding and removing endpoint entities to the communication session and for recording the endpoint entities currently joined to the communication session, and an associated service instance with servicespecific behaviour determining when the session instance is to add and remove endpoint entities.

15. A method according to any one of claims 1 to 12, wherein the service system, in setting up a communication session for the first and second entities, creates a servicesession functional entity that comprises a session instance with generic behaviour for adding and removing endpoint entities to the communication session and for recording the endpoint entities currentlyjoined to the communication session, and an associated service instance with service-specific behaviour determining when the session instance is to add and remove endpoint entities.

16. A method according to any one of the preceding claims, wherein the transport mechanism associated with a communication session provides multiple data transfer channels, for different media types, between endpoint systemsjoined to the communication session.

17. A method according to claim 16, wherein the endpoint systems include web browser functionality and the service system provides functionality, and the transport mechanism provides channels, for at least two of the following:

text chat;

follow-me page-push;

packetized voice.

18. A method according to claim 13, wherein the transport mechanism associated with a communication session provides multiple data transfer channels, for different media types, between endpoint systems joined to the communication session, the connection details passed to a said endpoint system or its proxy comprising details of the media channels associated with the communication session, and the endpoint system or its proxy using these details to establish corresponding media channel connections to the transport mechanism.

19. A method according to claim 13, wherein the state of connection of a said endpoint entity to the transport mechanism is signalled to the session-service functional entity by leg messages passed between a leg controller of the endpoint system or its proxy and a corresponding leg controller of the service-session functional entity.

20. A method according to claim 13, wherein the second endpoint entity or its proxy already has connection functionality for joining and participating in a communication session, the service-session functional entity of the communication session to which the endpoint entity is to be joined inviting this entity into the session by sending said connection details to the connection functionality of the entity or its proxy.

21. A method according to claim 13, wherein the service-session functional entity, in joining the first endpoint entity into the communication session, sends the latter both connection functionality forjoining and participating in a communication session, and said connection details.

22. A method according to claim 21, wherein the connection details and functionality are sent in association with a web page served by the service system.

26. Apparatus according to claim 25, wherein the apparatus is adapted to enable the first endpoint entity to indicate that it wishes to communicate with a second endpoint entity in the future by a communication to the apparatus made outside of any existing communication session;

the future-communication identifier means being operative to store, in association with the session identifier, context data concerning the first endpoint entity; and

the session means being operative, when triggered by the session-activation means, to use this context data to select a particular second endpoint entity, from a pool of possible such entities, to join in a communication session with the first endpoint entity.

27. Apparatus according to claim 25, wherein the apparatus is adapted to enable the first endpoint entity to indicate that it wishes to communicate with a second endpoint entity in the future by a communication made outside of any existing communication session;

the future-communication identifier means being operative to store, in association with the session identifier, context data identifying a specific second endpoint entity with which the first endpoint entity wishes to communicate, this context data and being used to set a time for the intended communication session based on the availability ofthat second endpoint entity; and

the pass-back means being operative to pass back this time to the first endpoint entity in association with the session identifier.

28. Apparatus according to claim 25, wherein the apparatus is adapted to enable the first endpoint entity to indicate that it wishes to communicate with a second endpoint entity in the future during the course of an existing communication session with a second endpoint entity;

the future-communication identifier means being operative to store, in association with the session identifier, context data about the existing communication session comprising at least the identity of the second endpoint entity;

the session means being S operative, when triggered by the session-activation means, to use the context data to join the same second endpoint entity with the first endpoint entity in a communication session.

29. Apparatus according to claim 25, wherein the network resource is a website and the pass-back means is operative to pass the first endpoint entity said session identifier in association with a rendezvous web page the URI of which is intended to be bookmarked by the first endpoint entity, the association of the session identifier with the rendezvous page being such that the first endpoint entity can return the session identifier to the service system by using the bookmarked URI to request the rendezvous web page.

12. A method according to any one ofthe preceding claims, wherein the network resource is a commercial website, the first endpoint entity being associated with an enquirer and the second endpoint entity is associated with a representative in a contact center.

13. A method according to any one ofthe preceding claims, wherein the service system, in setting up a communication session for the first and second endpoint entities, creates a service-session functional entity which in the course ofjoining a said endpoint entity to the session, sends connection details of the transport mechanism associated with the communication session to the endpoint entity or its proxy, that endpoint entity or its proxy then using the connection details to connect itself to the transport mechanism.

23. A method according to any one of claims 13 to 15, wherein the service-session entity is created at the time the session identifier is sent to the first entity.

24. A method according to any one of claims 13 to 15, wherein the service-session entity is created immediately prior to the joining of a first-to-be joined one of the first and second entities is joined to the session.

25. Apparatus comprising:

a network resource which is accessible to a first endpoint entity over a network;

session means for setting up a communication session with an associated transport mechanism allowing the exchange of data across the network between endpoint entities joined to the session;

future-communication identifier means responsive to the first endpoint entity indicating that it wishes to communicate in the future with a second endpoint entity associated with said network resource, to generate and store a session identifier for a communication session to be used in the future;

pass-back means for passing a copy of the identifier over the network back to the first endpoint entity;

session-activation means for subsequently receiving back the session identifier from the first endpoint system, matching it with the stored session identifier, and where such a match is established, triggering the session means to join the first endpoint entity into a communication session with the second endpoint entity.