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

• US 8,000,320 B2
• Filed: 02/22/2007
• Issued: 08/16/2011
• 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): Flynn; Nathan
• Assistant Examiner(s): CHANG, STEPHANIE L
• Application Number:
  US11/709,025
• Publication Number:
  US 20070174386A1
• Time in Patent Office: 1,636 Days
• Field of Search: 370/353, 370/328, 370/401, 709/203, 709/217, 709/223, 709/202, 709/218, 715/751, 379/88.17, 455/426.1, 455/414.1, 455/466, 455/500
• US Class Current: 370/353
• CPC Class Codes: H04L 63/0815 providing single-sign-on or federations
• CPC Class Codes: H04L 63/083 using passwords cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226
• 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, the data source interaction session being maintained separately from the different client interaction sessions and maintained even if the different client interaction sessions are terminated before completion 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 terminate a call that constitutes one of the multiple phases before completion of the transaction session, and establish another call 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.

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 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.

4. A method as claimed in claim 3, 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.

5. A method as claimed in claim 4, wherein users access the data source multi-modally using a plurality of different devices during respective ones of the multiple phases of interaction.

6. A method as claimed in claim 4, wherein each user accessing the data source 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.

7. A method as claimed in claim 3, 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.

8. A method as claimed in claim 3, wherein the session data is retained in the memory device for a predetermined amount of time following completion of the transaction session.

9. 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 employed upstream of the session management gateway, 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 in response to a user initiating the transaction session by establishing a connection with the session management gateway via a client device that employs a voice device or a data device;

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 data source interaction session being maintained separately from the client interaction session and even when the client interaction session is terminated before completion of the transaction session;

the transaction session data being stored 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 for participation in the transaction session, following connection with the session management gateway by the client device;

the session management gateway being configured to associate user identification data corresponding to the user with the transaction session data for that user when the user establishes the connection, maintain the user identification data after the user terminates the connection, and to map any subsequent interaction sessions that are initiated by the user establishing another connection to the session management gateway using the client device or another device to the transaction session by using the user identification data after the user has identified himself.

10. A system as claimed in claim 9, 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.

11. A system as claimed in claim 9, 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.

12. A system as claimed in claim 9, 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.

13. A system as claimed in claim 9, 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.

14. A system as claimed in claim 9, 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.

15. A system as claimed in claim 9, wherein the transaction session data is saved to the memory device at different events in the transaction.

16. A system as claimed in claim 9, further comprising at least one other session management gateway being configured to access the memory device and to store transaction session data therein.

17. A system as claimed in claim 16, 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.

18. A method for managing access of a user device to a data source comprising at least one of an information site and an application site on the internet comprising the steps of:

establishing a first client interaction session when a first connection is established with a session management gateway by a user device to initiate a transaction session with the data source, the session management gateway being connected downstream of the data source via the internet and upstream of the user device;

storing transaction session data relating to the transaction session in a memory device read from and written to by the session management gateway and not the user interface, nor the user device, nor a back end data server, nor the data source, wherein the transaction session data comprises user identification data for associating the transaction session to a user participating in the transaction session, and the transaction session data is saved at different steps of the transaction session;

terminating the first client interaction session when the first connection is terminated;

initiating a second client interaction session at the user device or another device when a second connection is established with the session management gateway by the user device or another device wherein the user provides user identification data to the session management gateway; and

mapping the second client interaction session with the transaction session by using the user identification data after the user has identified himself, the transaction session with the data source being maintained separately from the first client interaction session and the second client interaction session and maintained even when the first client interaction session is terminated and the second client interaction session has not commenced during the transaction session.

19. A method as claimed in claim 18, wherein the user identification data is provided automatically via the user device.

20. A non-transitory computer-readable storage device operable to store transaction session data relating to transaction sessions, the transaction sessions comprising data access sessions to access a data source in multiple phases, the data source selected from an information site and an application site on the internet, the computer-readable storage device being employed downstream of the data source and upstream of a client device, 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, business logic employed upstream of the computer-readable storage device, a client device, and the access medium employed by a client device to establish an interaction session to participate in the transaction, following a connection by a client device to a processing device that employs the computer-readable storage device, 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, respective ones of the different client interaction sessions being established when a client device establishes a connection to the processing device, the data source interaction session being maintained separately from the different client interaction sessions and maintained even if the different client interaction sessions are terminated before completion of the transaction session, the transaction session data comprising user identification data for associating the transaction session to a user participating in the transaction session, the transaction session data being saved by the computer-readable storage device at different steps of the transaction session to allow a client device to terminate its connection to the processing device before completion of the transaction session and to establish another connection at a later time to continue the transaction session during another one of the multiple phases.

21. A non-transitory computer-readable storage device as claimed in claim 20, wherein the computer-readable storage device is operable with a session management gateway connected downstream of the data source and upstream of the client devices, the session management gateway being operable to manage the transaction sessions independently of the data source, the business logic, the client devices and access medium employed by the client devices, and the transaction session data is retained in the computer-readable storage device even during the absence of the user device being connected to the session management gateway.

22. A non-transitory computer-readable storage device as claimed in claim 20, wherein the transaction session data is retained in the computer-readable storage device for a predetermined period of time and deleted therefrom if no phases or client interaction sessions are commenced during the predetermined period of time.