SYSTEMS AND METHODS FOR ALLOCATING COMMUNICATION RESOURCES VIA INFORMATION TECHNOLOGY INFRASTRUCTURE

• US 20170195394A1
• Filed: 02/05/2016
• Published: 07/06/2017
• Est. Priority Date: 01/04/2016
• Status: Active Grant

• Current Assignee: Google LLC (Alphabet Inc.)
• Original Assignee: Google Inc. (Alphabet Inc.)
• Inventors: Kothari, Anshul, Andersson, Daniel, Kundani, Anshul, Singhal, Narendra Kumar, Akef, Ahmed Mohamed Hassan Osman, Agarwal, Amit
• Granted Patent: US 10,356,154 B2
• Time in Patent Office: Days
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]

Abstract

The present disclosure is directed to allocating communication resources via information technology infrastructure. A system can provide a communication tag and an analytics tag for integration in a web site. The system can receive a request to allocate a phone number generated based on an interaction between the communication tag and the analytics tag. The request can include a first field comprising the communication endpoint identifier, a second field comprising the site identifier for the web site, and a third field comprising a session identifier for the computing device. The system can determine a virtual phone number to assign to a combination of the values of the fields provided in the request, and create a link between the assigned virtual number and the combination. The system can provide the assigned virtual phone number to the computing device that initiated the request.

Claims

1. A method of allocating communication resources via information technology infrastructure, comprising:

providing, by a data processing system including one or more processors, for integration in a web site, a communication tag established with a communication endpoint identifier and a site identifier for the web site;

providing, by the data processing system for integration in the web site, an analytics tag that determines an identifier of a network activity session of a computing device responsive to detecting network activity between the computing device and the web site;

receiving, by the data processing system via the communication tag, a request to allocate a phone number including a first field comprising the communication endpoint identifier, a second field comprising the site identifier for the web site, and a third field comprising a network activity session identifier for the computing device;

determining, by the data processing system responsive to the request via the communication tag, a virtual phone number to assign to a combination of the communication endpoint identifier provided in the first field of the request, the site identifier provided in the second field of the request, and the network activity session identifier provided in the third field of the request;

creating, by the data processing system in a map data structure, a link between the virtual phone number and the combination of the communication endpoint identifier stored in the first field, the site identifier stored in the second field, and the network activity session identifier stored in the third field; and

providing, by the data processing system, the assigned virtual phone number to the computing device prior to termination of the link.

2. The method of claim 1, further comprising:

accessing, by the data processing system, a plurality of available virtual numbers maintained in a pool data structure in memory of the data processing system; and

retrieving, by the data processing system responsive to the request via the communication tag, the virtual phone number from the plurality of available virtual numbers.

3. The method of claim 1, further comprising:

launching, by a web browser of the computing device, the analytics tag prior to launching the communication tag;

determining, via the analytics tag, that an identifier for the session has not been established;

determining, via the analytics tag responsive to determining that an identifier for the network activity session has not been established, the identifier for the network activity session; and

storing, via the analytics tag, the determined identifier for the network activity session in a data file in memory of the computing device.

4. The method of claim 1, further comprising:

launching, by a web browser of the computing device, the communication tag prior to launching the analytics tag;

requesting, via the communication tag from the analytics tag, an identifier of the network activity session;

determining, via the analytics tag, that an identifier for the network activity session has not been established;

receiving, via the communication tag, a response from the analytics tag indicating that an identifier for the network activity session has not been established;

determining, via the communication tag responsive to receiving the response from the analytics tag indicating that an identifier for the network activity session has not been established, the identifier for the network activity session; and

storing, via the communication tag, the determined identifier for the network activity session in a data file in memory of the computing device.

5. The method of claim 1, further comprising:

retrieving, via the analytics tag responsive to the request from the communication tag, the identifier of the network activity session from a data file in memory of the computing device responsive to request; and

providing, via the analytics tag to the communication tag, the retrieved identifier of the network activity session.

6. The method of claim 1, further comprising:

initiating, by the data processing system, an expiration module responsive to creating the link, wherein the expiration module terminates the link stored in the map data structure responsive to a termination event.

7. The method of claim 1, further comprising:

determining a termination event based on a session break;

identifying initiation of a second session subsequent to the termination event; and

generating a second identifier for the second session.

8. The method of claim 1, further comprising determining the termination event based on a predetermined time interval.

9. The method of claim 1, further comprising determining the termination event based on a change in context of web site data accessed by the computing device.

10. The method of claim 1, further comprising determining the termination event based on a change in location of the computing device exceeding a predetermined threshold distance.

11. The method of claim 1, further comprising instructing the computing device to remove, from memory of computing device, the identifier of the network activity session responsive to a termination event.

12. The method of claim 1, further comprising receiving, via the communication tag, a second request for a second identifier of a second session responsive to the termination event.

13. The method of claim 1, further comprising receiving, via the computing device, an indication to initiate a communication channel between the computing device and the data processing system via at least one of a selection or a mouse over of a graphical user interface object rendered by a web browser executed by computing device to provide the web site for display via the computing device.

14. The method of claim 1, further comprising:

providing, by the data processing system to the computing device, the assigned virtual phone number with instructions to launch, on the computing device, a communication application to establish the communication channel between the computing device and the data processing system; and

bridging, by data processing system, the computing device with the endpoint identifier mapped to the virtual phone number to establish the communication channel.

15. The method of claim 1, further comprising:

launching, by a web browser, the communication tag responsive to an indication to initiate a communication channel for the computing device;

requesting, via the communication tag, the identifier of the computing device from the analytics tag embedded on the web site; and

generating, via the communication tag, the request with a first field comprising the communication endpoint identifier, a second field comprising the site identifier for the web site, and a third field comprising the network activity session identifier for the computing device.

16. A system to allocate communication resources via information technology infrastructure, comprising:

a data processing system comprising one or more processors and memory;

a tag server executed by the data processing system to;

provide for integration in a web site a communication tag established with a communication endpoint identifier, and a site identifier for the web site;

provide for integration in the web site an analytics tag that determines an identifier of a network activity session of a computing device responsive to detecting network activity between the computing device and the web site;

an allocation engine executed by the data processing system to;

receive, via the communication tag, a request to allocate a phone number including a first field comprising the communication endpoint identifier, a second field comprising the site identifier for the web site, and a third field comprising a network activity session identifier for the computing device;

determine, responsive to the request via the communication tag, a virtual phone number to assign to a combination of the communication endpoint identifier provided in the first field of the request, the site identifier provided in the second field of the request, and the network activity session identifier provided in the third field of the request;

create, in a map data structure, a link between the virtual phone number and the combination of the communication endpoint identifier stored in the first field, the site identifier stored in the second field, and the network activity session identifier stored in the third field; and

provide, to the computing device, prior to termination of the link, the mapped virtual phone number.

17. The system of claim 16, wherein the data processing system is further configured to:

access a plurality of available virtual numbers maintained in a pool data structure in memory of the data processing system; and

retrieve, responsive to the request from the communication tag, the virtual phone number from the plurality of available virtual numbers.

18. The system of claim 16, further comprising a web browser of the computing device, wherein:

the web browser is further configured to launch the analytics tag prior to launching the communication tag;

the analytics tag is further configured to;

determine that an identifier for the network activity session has not been established;

create, responsive to determining that an identifier for the network activity session has not been established, the identifier for the network activity session; and

store the created identifier for the network activity session in a session data structure in memory of the computing device.

19. The system of claim 16, further comprising a web browser of the computing device, wherein:

the web browser is further configured to launch the communication tag prior to launching the analytics tag;

the communication tag is further configured to;

request, from the analytics tag, an identifier of the network activity session;

determine that an identifier for the network activity session has not been established;

receive a response from the analytics tag indicating that an identifier for the network activity session has not been established;

create, responsive to receiving the response from the analytics tag indicating that an identifier for the network activity session has not been established, the identifier for the network activity session; and

store the created identifier for the network activity session in a session data structure in memory of the computing device.

20. The system of claim 16, wherein the data processing system is further configured to:

provide, to the computing device, the mapped virtual phone number with instructions to launch, on the computing device, a communication application to establish the communication channel between the computing device and the data processing system; and

bridge the computing device with the endpoint identifier mapped to the virtual phone number to establish the communication channel.