System for providing multi-phased, multi-modal access to content through voice and data devices

• US 7,200,142 B1
• Filed: 02/08/2002
• Issued: 04/03/2007
• Est. Priority Date: 02/08/2001
• Status: Expired due to Fees

• Current Assignee: LogicTree, LLC
• Original Assignee: Logic Tree Corporation (LogicTree, LLC)
• Inventors: Loghmani, Masoud
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Phan, Joseph T
• Application Number:
  US10/067,968
• Time in Patent Office: 1,880 Days
• Field of Search: 379/88.14, 379/88.17, 379/88.22, 455/414.1
• US Class Current: 370/353
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 20/027 involving a payment switch or gateway
• CPC Class Codes: G06Q 50/60 Business processes related to postal services shipping G06Q10/083; franking apparatus G07B17/00
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

A method for accessing content through multiple devices, e.g. Telephone (1) and/or a data device (4) such as a Personal Digital Assistant (PDA) or Web Enabled Mobile Phone, is discussed where a user can initiate interaction with data through any device (mode), and then switch to another mode of interaction without starting over. The discussed method also allows a user to return to the same point in an application where a call session was lost or intentionally disengaged before completion. The user can regain access to the original call session via any telecommunications (voice or non-voice) device. Access can be accomplished whether the device is the same or different from that used for the original session.

Claims

1. A software-based method that allows users to access an information site or an application site on the internet by one or more client devices comprising a telephone, a mobile phone and a data device, the method comprising the steps of:

performing a transaction session by accessing a data source in multiple phases, the data source comprising at least one of the information site and the application site, the transaction session comprising at least one client interaction session and a data source interaction session, the client interaction session comprising a data access session with the client device, the data source interaction session comprising a session corresponding to the data source, the multiple phases comprising different client interaction sessions via the one or more client devices to participate in at least part of the transaction session;

storing session data relating to the transaction session in a memory device, the session data comprising user identification data for associating the transaction session to a user participating in the transaction session, the session data being saved at different steps of the transaction session; and

using the stored session data to allow the user to drop a call constituting one of the multiple phases, and call back at a later time to continue the transaction session with one of the information site and the application site during another one of the multiple phases;

wherein the storing step comprises the step of storing session data in a memory device corresponding to a session management gateway connected downstream of the information site or the application site via the internet and upstream of the client devices;

wherein the session data is retained in the memory device even during the absence of the user device being connected to the session management gateway;

wherein the session management gateway maintains the transaction session with the data source for a selected period of time after a client interaction session between the information site or the application site and a user device is terminated before completion, and the session management gateway maps a subsequent client interaction session to the transaction session.

2. A method as claimed in claim 1, wherein the session data allows the user to continue the transaction session at substantially the same point during the transaction session where the call was earlier dropped or data contact was terminated.

3. A method as claimed in claim 1, wherein the storing step comprises the step of storing the session data in the memory device independently of the information site, the application site, business logic employed upstream of the session management gateway, a back end data server, the client device, and the access medium employed by the client device to establish an interaction session to access the session management gateway.

4. A method as claimed in claim 1, wherein a user initiates the subsequent client interaction session to continue the transaction session and provides the same user identification data.

5. A system for managing access of a client device to a data source comprising at least one of an information site and an application site on the internet comprising:

a session management gateway connected downstream of the data source via the internet and upstream of a client device; and

a memory device read from and written to by the session management gateway and not by a user interface module, nor the client device, nor a back end data server, nor the data source;

wherein the session management gateway is programmable to store transaction session data in the memory device that relates the user to a transaction session with the data source;

the transaction session comprising at least one client interaction session and a data source interaction session;

the client interaction session comprising a data access session with the client device;

the data source interaction session comprising a session corresponding to the data source;

the transaction session data being stored independently of the information site, the application site, the business logic, a back end data server, the client device, and the access medium employed by the client device to establish an interaction session to access the session management gateway for participation in the transaction session;

the session management gateway being configured to associate user identification data corresponding to the user with the transaction session data for that user, and to map any subsequent interaction sessions initiated by the user using the client device or another device with the transaction session by using the user identification data after the user has identified himself;

wherein the transaction session data is retained in the memory device even during the absence of the client device being connected to the session management gateway;

wherein the session management gateway maintains the transaction session with the data source for a selected period of time after an client interaction session between the data source and a client device is terminated before completion, and the session management gateway maps a subsequent client interaction session to the transaction session.

6. A system as claimed in claim 5, wherein users access the system multi-modally using a plurality of different devices during respective ones of the multiple phases of interaction.

7. A system, as claimed in claim 5, wherein each user accessing the system is identified using at least one of a combination of username and password, a pin and pass-code, cookie information, and other identification technique available through the use of the client device.

8. A system as claimed in claim 5, wherein the data source comprises a single application and the session management gateway interacts with the single application for the transaction session, and the system is operable to support multiple phases with respect to the transaction session, the multiple phases comprising different client interaction sessions via the one or more client devices to participate in at least part of the transaction session, the client device being a telephone in one phase, and a data device in another phase.

9. A system as claimed in claim 5, wherein the session management gateway is operable to store transaction session data corresponding to plural transaction sessions in the memory device independently of the information site, the application site, a back end data server, the business logic, the client device, and the access medium employed by the client device to establish an interaction session to access the session management gateway to avoid being application-specific.

10. A system as claimed in claim 5, wherein the transaction session data is retained in the memory device a predetermined period of time and then deleted therefrom if no other phases or client interaction sessions are commenced during the predetermined period of time.

11. A system as claimed in claim 5, wherein the transaction session data is saved to the memory device at different events in the transaction.

12. A system as claimed in claim 5, further comprising at least one other session management gateway being configured to access the memory device and to store transaction session data therein.

13. A system as claimed in claim 12, wherein the session management gateways connected to the memory device are operable to maintain respective phases comprising client interaction sessions in the same transaction session.

14. A system as claimed in claim 5, wherein the data source comprises a single application and the session management gateway interacts with the single application for the transaction session, and the system is operable to support multiple phases with respect to the transaction session, the multiple phases comprising different client interaction sessions via the one or more client devices to participate in at least part of the transaction session, the client device being a data device in one phase, and a data device in another phase.