Contact Center Co-Browsing for a Mobile Device

• US 20120210242A1
• Filed: 02/12/2011
• Published: 08/16/2012
• Est. Priority Date: 02/12/2011
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Burckart, Erik J., Ivory, Andrew J., Kaplinger, Todd E., Shook, Aaron K.
• Granted Patent: US 9,367,635 B2
• Time in Patent Office: Days
• US Class Current: 715/744
• CPC Class Codes: G06F 16/954 Navigation, e.g. using categorised browsing
• CPC Class Codes: G06F 16/9577 Optimising the visualization of content, e.g. distillation of HTML documents
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/303 Terminal profiles

Abstract

Methods and systems of co-browsing may provide for determining a custom set of display parameters for a co-browsing session based on a first set of display parameters corresponding to a first type of browser and a second set of display parameters corresponding to a second type of browser. One or more web applications can be notified of the custom set of display parameters, wherein the web applications may override responses to web requests during the co-browsing session based on the custom set of display parameteters.

Claims

1. A computer implemented method comprising:

receiving a first co-browsing registration message;

identifying a first set of display parameters based on the first co-browsing registration message, wherein the first set of display parameters correspond to a first type of browser including at least one of a desktop, laptop and tablet browser;

receiving a second co-browsing registration message;

identifying a second set of display parameters based on the second co-browsing registration message, wherein the second set of display parameters correspond to a second type of browser including a handheld device browser;

determining a custom set of display parameters for a co-browsing session based on the first set of display parameters and the second set of display parameters;

receiving a web request from a browser associated with the co-browsing session; and

overriding a response to the web request based on the custom set of display parameters.

2. The method of claim 1, wherein determining the custom set of display parameters includes identifying a substitute site that is viewable by both the first type of browser and the second type of browser, the web request corresponds to a link event associated with a page from a requested site, and overriding the response to the web request includes substituting a page from the substitute site for the page from the requested site.

3. The method of claim 1, wherein determining the custom set of display parameters includes identifying display-related header information, the web request corresponds to at least one of a link event and a click event of the co-browsing session, and overriding the response to the web request includes adding the display-related header information to the response.

4. A computer implemented method comprising:

determining a custom set of display parameters for a co-browsing session based on a first set of display parameters corresponding to a first type of browser and a second set of display parameters corresponding to a second type of browser; and

notifying one or more web applications of the custom set of display parameters.

5. The method of claim 4, wherein determining the custom set of display parameters includes identifying a web site that is viewable by both the first type of browser and the second type of browser.

6. The method of claim 5, wherein the first set of display parameters indicates a handheld device viewing capability and at least one of a desktop, laptop and tablet viewing capability.

7. The method of claim 5, wherein the second set of display parameters indicates a handheld device viewing capability.

8. The method of claim 4, wherein determining the custom set of display parameters includes identifying display-related header information that enables one or more pages associated with the co-browsing session to be viewable by both the first type of browser and the second type of browser.

9. The method of claim 4, further including:

receiving a first co-browsing registration message;

identifying the first set of display parameters based on the first co-browsing registration message;

receiving a second co-browsing registration message; and

identifying the second set of display parameters based on the second co-browsing registration message.

10. The method of claim 4, wherein the first type of browser includes at least one of a desktop, laptop and tablet browser, and the second type of browser includes a handheld device browser.

11. A computer program product comprising:

a computer readable storage medium; and

computer usable code stored on the computer readable storage medium, where, if executed by a processor, the computer usable code causes a computer to;

determine a custom set of display parameters for a co-browsing session based on a first set of display parameters corresponding to a first type of browser and a second set of display parameters corresponding to a second type of browser, and

notify one or more web applications of the custom set of display parameters.

12. The computer program product of claim 11, wherein the computer usable code, if executed, causes a computer to identify a web site that is viewable by both the first type of browser and the second type of browser.

13. The computer program product of claim 12, wherein the first set of display parameters is to indicate a handheld device viewing capability and at least one of a desktop, laptop and tablet viewing capability.

14. The computer program product of claim 12, wherein the second set of display parameters is to indicate a handheld device viewing capability.

15. The computer program product of claim 11, wherein the computer usable code, if executed, causes a computer to identify display-related header information that enables one or more pages associated with the co-browsing session to be viewable by both the first type of browser and the second type of browser.

16. The computer program product of claim 11, wherein the computer usable code, if executed, causes a computer to:

receive a first co-browsing registration message,

identify the first set of display parameters based on the first co-browsing registration message,

receive a second co-browsing registration message, and

identify the second set of display parameters based on the second co-browsing registration message.

17. The computer program product of claim 11, wherein the first type of browser is to include at least one of a desktop, laptop and tablet browser, and the second type of browser is to include a handheld device browser.

18. A computer implemented method comprising:

receiving a notification of a custom set of display parameters associated with a co-browsing session between a first type of browser and a second type of browser;

receiving a web request from a browser associated with the co-browsing session; and

overriding a response to the web request based on the custom set of display parameters.

19. The method of claim 18, wherein the web request corresponds to a link event of the co-browsing session that indicates a page from a first site, and overriding the response to the web request includes substituting a page from a second site for the page from the first site.

20. The method of claim 18, wherein the web request corresponds to at least one of a link event and a click event of the co-browsing session, and overriding the response to the web request includes adding display-related header information to the response.

21. The method of claim 18, wherein the first type of browser includes at least one of a desktop, laptop and tablet browser, and the second type of browser includes a handheld device browser.

22. A computer program product comprising:

a computer readable storage medium; and

computer usable code stored on the computer readable storage medium, where, if executed by a processor, the computer usable code causes a computer to;

receive a notification of a custom set of display parameters associated with a co-browsing session between a first type of browser and a second type of browser,

receive a web request from a browser associated with the co-browsing session, and

override a response to the web request based on the custom set of display parameters.

23. The computer program product of claim 22, wherein the web request is to correspond to a link event of the co-browsing session that indicates a page from a first site, and the computer usable code, if executed, causes a computer to substitute a page from a second site for the page from the first site.

24. The computer program product of claim 22, wherein the web request is to correspond to at least one of a link event and a click event of the co-browsing session, and the computer usable code, if executed, causes a computer to add display-related header information to the response.

25. The computer program product of claim 22, wherein the first type of browser is to include at least one of a desktop, laptop and tablet browser, and the second type of browser is to include a handheld device browser.