Composite services enablement of visual navigation into a call center

• US 20070133512A1
• Filed: 12/08/2005
• Published: 06/14/2007
• Est. Priority Date: 12/08/2005
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Moore, Victor, Mandalia, Baiju, Nusbickel, Wendi, Da Palma, William
• Application Number:
  US11/297,541
• Publication Number:
  US 20070133512A1
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04L 65/1016 IP multimedia subsystem [IMS]
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04M 2203/251 where a voice mode or a visual mode can be used interchangeably
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements

Abstract

Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. In one embodiment, a method for visually navigating a voice view of a call center composite service in a composite services enablement environment can include establishing on behalf of a caller to a single session for a call center composite service, both a voice channel of access to the single session, and also a visual channel of access for the single session. The method further can include receiving caller provided information over the visual channel of access for the call center session. The method yet further can include updating a model for the single session with the provided information. Finally, the method can include synchronizing the model with the voice channel of access so as to navigate a voice view for the voice channel according to the caller provided information updated to the model.

Claims

1. A method for visually navigating a voice view of a call center composite service in a composite services enablement environment, the method comprising:

establishing on behalf of a caller to a single session for a call center composite service, both a voice channel of access to the single session, and also a visual channel of access for the single session;

receiving caller provided information over the visual channel of access for the call center session;

updating a model for the single session with the provided information; and

,

synchronizing the model with the voice channel of access so as to navigate a voice view for the voice channel according to the caller provided information updated to the model.

2. The method of claim 1, wherein establishing on behalf of a caller to a single session for a call center composite service, both a voice channel of access to the single session, and also a visual channel of access for the single session, comprises establishing on behalf of a caller to a single session for a call center composite service in a next generation networking (NGN) network, both a voice channel of access to the single session, and also a visual channel of access for the single session.

3. The method of claim 1, wherein receiving caller provided information over the visual channel of access for the call center session, comprises:

providing a form based visual view to the caller over the visual channel; and

,

accepting a submission by the caller of information provided in the form.

4. The method of claim 1, wherein synchronizing the model with the voice channel of access so as to navigate a voice view for the voice channel according to the caller provided information updated to the model, comprises:

maintaining the state for the model;

creating listeners for updated to the state of the model;

detecting changes in the state of the model in the listeners; and

,

updating the voice view for the voice channel of access to the session responsive to detecting the changes of state of the model in the listeners.

5. A call center comprising:

a composite service enabling data processing system comprising a plurality of channel servlets enabled to establish for a single session, multiple different channels of access to a composite service, a location registry comprising a table of entries associating the different channels of access with the single session for the composite service, and a model servlet configured for coupling to a model for the single session, for modifying state data in the model for the single session, and to synchronize views for each of the different channels of access to the composite service responsive to changes detected in the model;

wherein the composite service is a call center composite service.

6. The system of claim 5, further comprising call center visual navigation logic comprising program code enabled to traverse a call tree for a voice view of the single session over a voice channel of access to the session, based upon information provided in a visual view over a visual channel of access for the single session.

7. The system of claim 5, wherein the channel servlets comprise a voice enabler and voice server enabled to establish for the single session, a communications channel for a voice channel of access to the composite service.

8. The system of claim 5, wherein the channel servlets, model servlet and call center composite service are disposed in a Web container.

9. The system of claim 5, wherein the channel servlets, model servlet and call center composite service are disposed in an Internet protocol (IP) multimedia subsystem (IMS) in a next generation networking (NGN) network.

10. A computer program product comprising a computer usable medium having computer usable program code for visually navigating a voice view of a call center composite service in a composite services enablement environment, the computer program product including:

computer usable program code for establishing on behalf of a caller to a single session for a call center composite service, both a voice channel of access to the single session, and also a visual channel of access for the single session;

computer usable program code for receiving caller provided information over the visual channel of access for the call center session;

computer usable program code for updating a model for the single session with the provided information; and

,

computer usable program code for synchronizing the model with the voice channel of access so as to navigate a voice view for the voice channel according to the caller provided information updated to the model.

11. The computer program product of claim 10, wherein the computer usable program code for establishing on behalf of a caller to a single session for a call center composite service, both a voice channel of access to the single session, and also a visual channel of access for the single session, comprises computer usable program code for establishing on behalf of a caller to a single session for a call center composite service in a next generation networking (NGN) network, both a voice channel of access to the single session, and also a visual channel of access for the single session.

12. The computer program product of claim 11, wherein the computer usable program code for receiving caller provided information over the visual channel of access for the call center session, comprises:

computer usable program code for providing a form based visual view to the caller over the visual channel; and

,

computer usable program code for accepting a submission by the caller of information provided in the form.

13. The computer program product of claim 12, wherein the computer usable program code for synchronizing the model with the voice channel of access so as to navigate a voice view for the voice channel according to the caller provided information updated to the model, comprises:

computer usable program code for maintaining the state for the model;

computer usable program code for creating listeners for updated to the state of the model;

computer usable program code for detecting changes in the state of the model in the listeners; and

,

computer usable program code for updating the voice view for the voice channel of access to the session responsive to detecting the changes of state of the model in the listeners.