METHODS AND SYSTEMS FOR INFORMATION STREAMING TO USER INTERFACE

• US 20100057927A1
• Filed: 08/29/2008
• Published: 03/04/2010
• Est. Priority Date: 08/29/2008
• Status: Active Grant

• Current Assignee: 8X8, Inc.
• Original Assignee: Contactual, Inc. (8X8, Inc.)
• Inventors: POTENZA, Stephen, LAJUGIE, Mathieu, SOUTHWICK, Richard
• Granted Patent: US 10,033,869 B2
• Time in Patent Office: Days
• US Class Current: 709/231
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

Embodiments of computer-implemented methods and systems for information streaming to a user interface include receiving, at a networked contact center, a Hypertext Transfer Protocol (HTTP) request to stream information to a user interface, establishing a persistent HTTP connection to the user interface, receiving the information, the information including one or more events associated with the networked contact center, and sending the one or more events via the persistent HTTP connection, the one or more events resulting in a change in the user interface without further HTTP requests from the user interface.

Claims

1. A computer-implemented method for information streaming to a user interface, the method comprising:

receiving, at a networked contact center, a Hypertext Transfer Protocol (HTTP) request to stream information to a user interface;

establishing a persistent HTTP connection to the user interface;

receiving the information, the information including one or more events associated with the networked contact center; and

sending the one or more events via the persistent HTTP connection, the one or more events resulting in a change in the user interface without further HTTP requests from the user interface.

2. The computer-implemented method of claim 1, wherein the user interface is a web browser.

3. The computer-implemented method of claim 1, wherein the establishing of the persistent connection to the user interface includes communicating of the HTTP request.

4. The computer-implemented method of claim 1, wherein the receiving of the information includes receiving one or more of the following events:

an agent is available, a telephone call arrives, a status of an agent changes, an agent picks up a telephone.

5. The computer-implemented method of claim 1, wherein the effecting of the change in the user interface without further HTTP requests from the user interface includes flashing a telephone icon to indicate an incoming call from a customer.

6. The computer-implemented method of claim 1, wherein the sending of the one or more events via the persistent HTTP connection includes sending a telephone number and a name of a calling person.

7. The computer-implemented method of claim 1, further comprising timing out the persistent connection after a predetermined period of time.

8. The computer-implemented method of claim 1, further comprising queuing further events while the persistent connection is timed out.

9. A system for information streaming to a user interface, the system comprising:

a communication module to receive, at a networked contact center, an HTTP request to stream information to a user interface, the user interface being associated with the networked contact center;

a information streaming module to;

to establish a persistent HTTP connection to the user interface, and

to receive the information, the information including one or more events associated with the networked contact center; and

the communication module to send the one or more events via the persistent HTTP connection, the one or more events resulting in a change in the user interface without further HTTP requests from the user interface.

10. The system of claim 9, wherein the communication module is to receive an HTTP request to stream the information to a web browser.

11. The system of claim 9, wherein the information streaming module is to establish the persistent HTTP connection to the user interface.

12. The computer-implemented system of claim 9, wherein the information streaming module is to receive one or more of the following events:

an agent becomes available, a telephone call arrives, a status of an agent changes, an agent picks up a telephone.

13. The system of claim 9, wherein the user interface includes a flashing icon of a telephone to indicate an incoming call from a customer.

14. The system of claim 9, wherein the communication module is to send a telephone number and a name of a calling person via the persistent connection.

15. The system of claim 9, wherein the persistent HTTP connection times out after a predetermined period of time.

16. The system of claim 9, wherein the one or more of HTTP events are queued while the persistent connection is timed out.

17. A computer-readable medium comprising instructions, which when implemented by one or more processors, perform the following operations:

receive, at a networked contact center, a Hypertext Transfer Protocol (HTTP) request to stream information to a user interface;

establish a persistent HTTP connection to the user interface;

receive the information, the information including one or more events associated with the networked contact center; and

send the one or more events via the persistent HTTP connection, the one or more events resulting in a change in the user interface without further HTTP requests from the user interface.

18. The computer-readable medium of claim 17, wherein the instructions, which when implemented by one or more processors, perform the following operations:

receive the HTTP request to stream the information to a web browser.

19. The computer-readable medium of claim 17, wherein the instructions, which when implemented by one or more processors, perform the following operations:

establish the persistent connection to the user interface.

20. The computer-readable medium of claim 17, wherein the instructions, which when implemented by one or more processors, perform the following operations:

receive the information including receiving one or more of the following events;

an agent is available, a telephone call arrives, a status of an agent changes, an agent picks up a telephone.

21. A computer-implemented apparatus for information streaming to a user interface, said apparatus comprising:

means for receiving, at a networked contact center, a Hypertext Transfer Protocol (HTTP) request to stream information to a user interface;

means for establishing a persistent HTTP connection to the user interface;

means for receiving the information, the information including one or more events associated with the networked contact center; and

means for sending the one or more events via the persistent HTTP connection, the one or more events resulting in a change in the user interface without further HTTP requests from the user interface.

22. The computer-implemented apparatus of claim 21, wherein said apparatus comprising means of the effecting a change in the user interface without further HTTP requests from the user interface includes flashing a telephone icon to indicate an incoming call from a customer.

23. The computer-implemented apparatus of claim 21, wherein said apparatus comprises means of sending the one or more events via the persistent HTTP connection includes sending a telephone number and a name of a calling person.

24. The computer-implemented apparatus of claim 21, wherein said apparatus comprising means of timing out the persistent connection after a predetermined period of time.