Methods and apparatus for providing agent controlled synchronized browsing at a terminal

• US 7,296,002 B2
• Filed: 01/27/2006
• Issued: 11/13/2007
• Est. Priority Date: 08/31/1999
• Status: Expired due to Term

• Current Assignee: Rakuten, Inc. (Rakuten Group, Inc.)
• Original Assignee: Verizon Services Corporation (Verizon Communications Inc.)
• Inventors: Shafiee, Mohammad Reza, Subramanian, Sankar
• Primary Examiner(s): Abdi, Kambiz
• Application Number:
  US11/340,811
• Publication Number:
  US 20060129487A1
• Time in Patent Office: 655 Days
• Field of Search: 705/1, 705/50, 705/51, 705/64, 235/380, 713200-201
• US Class Current: 705/50
• CPC Class Codes: G06F 16/954 Navigation, e.g. using categorised browsing
• CPC Class Codes: G06Q 20/382 insuring higher security of transaction
• CPC Class Codes: H04L 63/04 for providing a confidential data exchange among entities communicating through data packet networks
• CPC Class Codes: H04L 63/168 above the transport layer
• CPC Class Codes: H04M 3/16 with lock-out or secrecy provision in party-line systems
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

Establishing a (secure) synchronized (web) browsing session between a customer at a first terminal (such as a kiosk for example) and a live agent at an agent station. A session manager may be used to establish this session. The first terminal does not need to download an applet from the agent station. Typically, a call will have already been established between the customer and the live agent. The kiosk and/or the agent may control access to content based on locators to the content (e.g., URLs). The access control may be based on GO, No Go lists and/or rules.

Claims

1. A method for establishing and effecting a synchronized browsing session between a guide terminal and a follower terminal configured such that at least one of downloading applets is disabled and execution of applets is disabled, the method comprising steps of:

a) providing address information related to the follower terminal to the guide terminal;

b) providing address information related to the guide terminal to the follower terminal;

c) sending, from the guide terminal, a browsing command to the follower terminal;

d) receiving, with the follower terminal, the browsing command;

e) effecting, with a browser at the follower terminal, the received browsing command,

wherein the browser at the follower terminal is resident on the follower terminal before any connection between the follower terminal and the guide terminal, and

wherein the follower terminal is configured such that at least one of downloading applets is disabled and execution of applets is disabled.

2. The method of claim 1, wherein the browser at the follower terminal is maintained by a session manager.

3. The method of claim 1 wherein a live agent is at the guide terminal and a customer is at the follower terminal, the method further comprising:

f) establishing, in response to an input at the follower terminal, a call between the customer at the follower terminal and the live agent at the guide terminal.

4. The method of claim 3 wherein the call includes audio and video communications.

5. The method of claim 3 wherein the browsing command is sent and received during the call.

6. The method of claim 1 wherein the browsing command is encrypted.

7. The method of claim 1 wherein the browsing command sent from the guide terminal to the follower terminal is sent in response to a request from the guide terminal.

8. A method for establishing a synchronized browsing session between a guide terminal and a follower terminal configured such that at least one of downloading applets is disabled and execution of applets is disabled, the method comprising steps of:

a) accepting a request for a synchronized browsing session from the guide terminal;

b) sending, in response to the acceptance of the request for a synchronized browsing session, a browsing request to the follower terminal;

c) accepting an acknowledge response from the follower terminal; and

d) sending, in response to the acceptance of the acknowledge response, an acknowledge response to the guide terminal,

wherein the follower terminal is configured such that at least one of downloading applets is disabled and execution of applets is disabled.

9. The method of claim 8 further comprising a step of providing encryption information about the follower terminal to the guide terminal.

10. The method of claim 8 further comprising a step of providing encryption information about the guide terminal to the follower terminal.

11. A system for establishing and effecting a synchronized browsing session, the system comprising:

a) a guide terminal, the guide terminal including

i) a connection process for invoking the establishment of the synchronized browsing session, and

ii) a process for generating synchronized browsing commands;

b) a follower terminal configured such that at least one of downloading applets is disabled and execution of applets is disabled, the follower terminal including

i) a connection process for facilitating the establishment of the synchronized browsing session, and

ii) a process for receiving synchronized browsing commands and for effecting those synchronized browsing commands;

c) a session manager, the session manager working with the connection process of the guide terminal and the connection process of the follower terminal to establish and maintain the synchronized browsing session; and

d) at least one network for communicating data between the guide terminal, the follower terminal, and the session manager.

12. The system of claim 11 wherein the guide terminal further includes an encryption process for encrypting the generated synchronized browsing commands,

wherein the session manager sends encryption information about the guide terminal to the follower terminal, and

wherein the follower terminal further includes a decryption process for decrypting the encrypted synchronized browsing commands based on the encryption information sent by the session manager.

13. In a follower terminal, a method for effecting a synchronized browsing session with a guide terminal, the method comprising steps of:

a) accepting a synchronized browsing command from the guide terminal;

b) sending an acknowledge reply to the guide terminal in response to the acceptance of the synchronized browsing command;

c) determining whether access to content associated with the browsing command is permitted; and

d) if it is determined that access to the content associated with the browsing command is permitted, then requesting the content associated with the browsing command,

wherein the follower terminal is configured such that at least one of downloading applets is disabled and execution of applets is disabled.