Composite services enablement of visual navigation into a call center
First Claim
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.
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Accused Products
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.
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Citations
13 Claims
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1. A method for visually navigating a voice view of a call center composite service in a composite services enablement environment, the method comprising:
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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. - View Dependent Claims (2, 3, 4)
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5. A call center comprising:
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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. - View Dependent Claims (6, 7, 8, 9)
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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:
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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. - View Dependent Claims (11, 12, 13)
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Specification