FACILITATING CONTEXT DELIVERY DURING COMMUNICATION SESSIONS

• US 20150207932A1
• Filed: 03/31/2015
• Published: 07/23/2015
• Est. Priority Date: 11/30/2010
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: FIEDOROWICZ, Erik, RAMANATHAN, Sri, TERRY, Matthew A., TREVATHAN, Matthew B.
• Granted Patent: US 9,401,988 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 12/1818 Conference organisation arrangements, e.g. handling schedules, setting up parameters needed by nodes to attend a conference, booking network resources, notifying involved parties
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/568 Storing data temporarily at an intermediate stage, e.g. caching
• CPC Class Codes: H04M 1/576 associated with a pictorial or graphical representation
• CPC Class Codes: H04M 2203/2038 Call context notifications
• CPC Class Codes: H04M 3/42144 by service provider
• CPC Class Codes: H04M 3/4872 Non-interactive information services
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/543 Call deflection
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

An approach is disclosed that facilitates context delivery during communication sessions. The approach may be implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions operable to: render at least one service to a user device through a communication session; collect information of the communication session; and send the information of the communication session to a service provider when a call is setup between the user device and the service provider. The service provider renders the information of the communication session for viewing by the service provider.

Claims

1. A computer program product comprising a computer readable hardware storage device having readable program code embodied in the hardware storage device, the computer program product includes at least one component operable to:

receive a subscribe message from a call center requesting information for a communication session between a user device and an application server;

receive a request from the user device for at least one service at the application server;

render the at least one service to the user device through the communication session;

receive a message from the user device requesting a call with a service provider; and

send a presence document to the service provider when the call is setup between the user device and the service provider, the service provider rendering the information of the communication session for viewing by the service provider, wherein the rendering is a replica of the at least one service rendered to the user device.

2. The computer program product of claim 1, wherein the at least one service comprises a provision of a web site of the service provider.

3. The computer program product of claim 1, wherein the information of the communication session comprises at least one of:

a HyperText Markup Language (HTML) content of at least one web page a user views;

a media content of the web page the user views;

personal user data;

user device data; and

user authorization data.

4. The computer program product of claim 1, wherein the at least one component is further operable to cache the information of the communication session.

5. The computer program product of claim 4, wherein the at least one component is further operable to:

at least one of build and update the presence document comprising references to all of the cached information throughout a duration of the communication session; and

send a Session Initiation Protocol (SIP) publish message to the service provider when the call is setup between the user device and the service provider, the SIP publish message comprising the presence document.

6. The computer program product of claim 1, wherein the at least one component is further operable to:

at least one of build and update the presence document comprising all of the information throughout a duration of the communication session; and

send a Session Initiation Protocol (SIP) publish message to the service provider when the call is setup between the user device and the service provider, the SIP publish message comprising the presence document.

7. The computer program product of claim 1, wherein the service provider comprises a call center Interactive Voice Response Unit (IVRU).

8. The computer program product of claim 1, wherein the at least one component is further operable to:

flag a user of the user device as a special user; and

at least one of;

alert the service provider of the special user; and

route a call between the special user and the service provider to a queue of a specialized service provider agent.

9. A system implemented in hardware, comprising:

a server comprising a processor and programmed to;

receive a first Session Initiation Protocol (SIP) notify message from an application server, the SIP notify message comprising references to cached context of a communication session between a user device and the application server;

receive a second SIP notify message from the application server, the second SIP notify message comprising a request to initiate a call between the user device and a call center; and

send a SIP publish message to the call center, the SIP publish message comprising a presence document, the call center rendering the cached context of the communication session for viewing by a call center agent.

10. The system of claim 9, wherein the server is further operable to send the SIP publish message to the call center when a call is setup between the user device and the call center.