Transfer of an internet chat session between servers

• US 20020161896A1
• Filed: 10/16/2001
• Published: 10/31/2002
• Est. Priority Date: 10/17/2000
• Status: Active Grant

• Current Assignee: Cim Ltd. (F. Walther Electrics Ltd.)
• Original Assignee: Inventions, Inc.
• Inventors: Wen, Sam, Birnbaum, Bradley S., Warner, Charles L. II
• Granted Patent: US 7,181,492 B2
• Time in Patent Office: Days
• US Class Current: 709/227
• CPC Class Codes: H04L 12/1827 Network arrangements for conference optimisation or adaptation
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/1001 for accessing one among a plurality of replicated servers
• CPC Class Codes: H04L 67/10015 Access to distributed or replicated servers, e.g. using brokers
• CPC Class Codes: H04L 67/1034 Reaction to server failures by a load balancer
• CPC Class Codes: H04L 67/1038 Load balancing arrangements to avoid a single path through a load balancer
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 67/142 Managing session states for stateless protocols; Signalling session states; State transitions; Keeping-state mechanisms
• CPC Class Codes: H04L 67/34 involving the movement of software or configuration parameters network booting or remote initial program loading [RIPL] G06F9/4416
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A customer is transferred from a first Internet chat session on a first server to a second Internet chat session on a second server without the customer having to take any action whatsoever. The second server may be the same server as the first server or may be different from the first server and may be physically located in another city, state, country, or continent. When the need arises to transfer a customer chat to another agent (who may be on another server) the agent requests a transfer and a list of available chat sessions is provided (300) to the agent. If the agent requests a transfer of the customer to one of those available chat sessions then a determination (310) is made as to whether the proposed transfer is permitted. If the transfer is permitted and initiated by the agent, the agent'"'"'s computer sends all the transfer information as well as a transfer command to the customers browser. The command sent activates a mini-application residing on the customer'"'"'s browser that seamlessly connects the customer to a new URL for a second chat session. Further, when the transfer is initiated, all or a portion of the information, including documentation, from the first chat session is simultaneously transferred to the second chat session.

Claims

1. A method of facilitating the transfer of a communication when a first communication session has been established between a first device and a second device, said method comprising the steps of:

causing a list of destinations for a second communication session to be presented at said first device;

receiving a selection of a selected destination from said list of destinations for said second communication session at said first device;

causing a request to transfer said second device to said second communication session to be sent to said selected destination; and

causing second communication session information to be sent to said second device.

2. The method of claim 1 and, prior to said step of causing a list of destinations to be sent, further comprising the step of receiving a request to transfer said second device to a second communication session.

3. The method of claim 1 and, after said step of causing said request for transfer to be sent to said selected destination, further comprising the step of receiving said second communication session information from said selected destination.

4. The method of claim 1 and, after said step of causing said request for transfer to be sent to said selected destination, further comprising the step of receiving an identification code for said second communication session from said selected destination.

5. The method of claim 1 wherein said step of causing said second communication session information to be sent to said second device comprises causing a destination address for said second communication session to be sent to said second device.

6. The method of claim 1 and, after said step of causing said request for transfer to be sent, further comprising the step of receiving an identification code for said second communication session from said selected destination, and wherein said step of causing said second communication session information to be sent to said second device comprises causing a destination address and said identification code to be sent to said second device.

7. The method of claim 1 wherein said step of causing a request to transfer to said selected destination to be comprises causing said second session communication information and a notice of transfer to be sent to said selected destination.

8. The method of claim 1, and further comprising the step of causing said second session communication information and a notice of transfer to be sent to said selected destination, and wherein said step of causing said second communication session information to be sent to said second device comprises causing a destination address for said second communication session to be sent to said second device.

9. The method of claim 1 and further comprising the step of causing a request to create said second communication session to sent to said selected destination.

10. The method of claim 1 and further comprising the steps of causing a request to create said second communication session to be sent to said selected destination, and causing termination of said first communication session.

11. The method of claim 1 and further comprising causing said request to transfer to be sent to said selected destination, receiving permission to transfer said second device to said selected destination, receiving a destination address and a notice to transfer from said first device, and sending at least said destination address as said second session communication information to said second device.

12. The method of claim 1 whereby said second communication session is established and said second device is connected to said second communication session.

14. The method of claim 13 wherein said step of causing second communication information to be obtained comprises causing a transfer address and an identification code for said second communication session to be obtained for said selected destination.

15. The method of claim 13 and, after said step of receiving a selection, further comprising the steps of:

causing said second communication session to be established using said second communication session information; and

causing said second device to be connected to said second communication session.

16. The method of claim 13 and, after said step of receiving a selection, further comprising the steps of:

causing said second communication session to be established using said second communication session information;

causing a third device to be connected to said second communication session; and

causing said first communication session information to be sent to said third device.

17. The method of claim 13 and, after said step of receiving a selection, further comprising the steps of:

causing said second communication session to be established using said second communication session information;

causing a third device to be connected to said second communication session; and

causing said first communication session information to be sent to said third device.

18. The method of claim 13 and, after said step of receiving a selection, further comprising the steps of:

causing said second communication session to be established using said second communication session information;

causing said first communication session information to be sent to a third device; and

causing said third device to be connected to said second communication session.

19. The method of claim 13 and, after said step of receiving a selection, further comprising causing a request for a second communication session to be established to be sent to said selected destination.

20. The method of claim 13 and further comprising causing first communication session information to be created and, after said step of receiving a selection, further comprising causing said first communication session information to be sent to said selected destination.

21. The method of claim 13 wherein said step of causing second communication session information to be obtained comprises causing a request for a transfer and identification information to be sent to said selected destination, receiving an address for said second communication session from said destination, and causing said address to be sent to said second device.

22. The method of claim 13 wherein said first communication session has been established by an intermediate device, and wherein said step of causing second communication session information to be obtained comprises causing a request for a transfer and identification information to be sent to said selected destination, receiving an authorization code from said destination, sending communication transfer information and said authorization code to said destination, receiving a communication transfer identification code and a destination address from said destination, and causing said destination address and a notice to transfer said first communication to be sent to said intermediate device.

23. The method of claim 13 whereby said second communication session is established and said second device is connected to said second communication session.

25. The method of claim 24 wherein said step of causing said warm transfer page to be created comprises causing said warm transfer page to include an embedded refresh.

26. The method of claim 24 wherein said step of causing said warm transfer page to be created comprises causing said warm transfer page to include a destination address.

27. The method of claim 24 wherein said step of causing said warm transfer page to be created comprises causing said warm transfer page to include an identification code.

28. The method of claim 24 and, prior to said step of causing said requested connection to be accepted, further comprising the step of causing an application file to be sent to said second device for causing said second device to request said connection.

29. The method of claim 24 and, prior to the step of causing said warm transfer page to be created, further comprising the steps of:

receiving a request for said second communication session;

causing a determination as to whether said second communication session is authorized; and

if said second communication session is authorized then accepting a transfer notice and a destination address from said first device.

13. A method facilitating the transfer of a communication when a first communication session has been established between said first device and a second device, said method comprising the steps of:

causing a list of destinations for a second communication session to be presented at said first device;

receiving a selection of a selected destination from said list of destinations for said second communication session;

causing second communication session information to be obtained for said selected destination; and

causing said second communication session information to be sent to said second device.

24. A method for facilitating the transfer of a communication when a first communication session has been established between a first device and a second device, said method comprising the steps of:

receiving a request to transfer said second device to a second communication session;

causing a warm transfer page to be created for said second communication session;

causing said warm transfer page to be sent to said second device; and

causing a requested connection of said second device to said warm transfer page to be accepted.

30. A method of transferring a communication when a first communication session has been established between a first device and a second device, said method comprising the steps of:

receiving a request to transfer said second device to said second communication session;

causing a second communication session to be created; and

causing a connection of said second device to said second communication session to be accepted.

31. The method of claim 30 and, prior to said step of causing a second communication session to be created, further comprising the steps of:

causing a determination as to whether said request is authorized;

if said request is authorized then

causing a list of allowed communication sessions to be determined;

causing said list of allowed communication sessions and an authorization code to be provided to said first device; and

receiving a selection of an allowed communication session for said second communication session.

32. The method of claim 30 and, after said step of causing a second communication session to be created, further comprising the steps of:

causing a transfer page for said second communication session to be created,

causing said transfer page to be sent to said second device, and

wherein said step of causing a connection of said second device to said second transfer communication session to be accepted comprises causing a connection of said second device to said transfer page to be accepted.

33. The method of claim 30 wherein:

prior to said step of causing a second communication session to be created, said method further comprises the steps of;

causing a determination as to whether said request is authorized;

if said request is authorized then

causing a list of allowed communication sessions to be determined;

causing said list of allowed communication sessions and an authorization code to be provided to said first device,

receiving a selection of an allowed communication session for said second communication session, and

causing first communication session information to be accepted; and

after said step of causing a second communication session to be created, said method further comprises the steps of;

causing a transfer page for said second communication session to be created,

causing said transfer page to be sent to said second device, and

wherein said step of causing a connection of said second device to said second transfer communication session to be accepted comprises causing a connection of said second device to said transfer page to be accepted.

35. The method of claim 34 and, prior to said step of receiving first communication session information, further comprising the steps of:

receiving a request to transfer said second device to said second communication session from said intermediate device;

causing a determination as to whether said request to transfer should be authorized;

if said request to transfer is authorized then causing a first authorization code to be sent to said intermediate device;

receiving a request to connect to said second communication and a second authorization code from said intermediate device; and

if said second authorization code corresponds to said first authorization code then beginning said step of receiving first communication session information.

36. The method of claim 34 wherein said step of causing said second device and said third device to be connected via said third communication session comprises causing an instruction to be created which causes said second device to request to be connected to said third communication session, connecting said third device to said third communication session, and connecting said second device to said second communication session.

34. A method of operating a destination device to facilitate a communication when a first communication session has been established between a first device and a second device using an intermediate device, said method comprising the steps of:

receiving first communication session information from said intermediate device;

causing a second communication session to be created;

causing said second device to be connected to said destination device via said second communication session;

causing said first communication session information to be associated with said second communication session;

causing said second communication session to be terminated without disconnecting said second device from said destination device;

if a third device becomes available for connection to said second device then causing a third communication session to be created; and

causing said second device and said third device to be connected via said third communication session.

37. A method of operating a destination device to facilitate the transfer of a communication when a first communication session has been established between a first device and a second device via an intermediate device, said method comprising the steps of:

receiving first communication session information from said intermediate device;

causing a second communication session to be created;

causing said second device to be connected to said second communication session;

causing said first communication session information to be associated with said second communication session;

if a third device becomes available for connection to said second device then causing said first communication session information to be sent to said third device, and causing said second device and said third device to be connected via said second communication session.

38. A method of operating a second device to facilitate the transfer of a communication when a first communication session has been established between a first device and a second device, said method comprising the steps of:

receiving a destination address and an identification code;

causing said destination address to be inserted in an Internet web browser;

causing a refresh command to be executed for said browser; and

when said second device is connected to said destination address, causing said identification code to be sent to said destination device.

39. A method of facilitating the transfer of a communication when a first communication session has been established between a first device and said second device, said method comprising the steps of:

causing a list of destinations to be provided to said first device;

receiving a selection of a destination from said first device;

causing a request for transfer of said first device and first communication session information to be sent to said destination;

causing a list of allowed communication sessions of said destination device to be provided to said first device;

receiving a selected communication session from said list of allowed communications sessions from said first device;

causing first session communication information to be provided to said destination;

causing a second communication session to be created at said destination; and

causing said second device to be connected to said second communication session via said destination.

40. A method of facilitating the transfer of a communication when a first communication session has been established between a first device and said second device, said method comprising the steps of:

receiving a request to transfer said second device to a second communication session;

causing said second communication session to be established and said second device to be connected to said second communication session.

41. The method of claim 40 wherein said step of causing said second device to be connected to said second communication session comprises:

causing a destination address for said second communication session to be determined; and

causing said second device to be directed to said destination address.

42. The method of claim 40 wherein said step of causing said second device to be connected to said second communication session comprises the steps of:

causing a destination address for said second communication session to be determined; and

causing an Internet browser program of said second device to be updated with said destination address.

43. The method of claim 40 wherein said step of causing said second device to be connected to said second communication session comprises the steps of:

causing a destination address for said second communication session to be determined;

causing a destination address and an identification code for said second communications session to be sent to said second device; and

causing a log-in of said second device at said destination address using said identification code.