Portable continuity object

• US 8,681,970 B2
• Filed: 02/08/2010
• Issued: 03/25/2014
• Est. Priority Date: 02/08/2010
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Fedorov, Sergey, Gilula, Mikhail, Barnes, Derek
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US12/701,906
• Publication Number:
  US 20110194681A1
• Time in Patent Office: 1,506 Days
• Field of Search: 37926501-26504, 379/227, 379/265.09, 379/308, 379/309, 379/218.01, 379/88.02, 705/22, 705/7.13, 370/352
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/404 Collaboration among agents
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 2203/552 Call annotations
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A method for providing continuity over a series of transactions is provided, comprising the steps of (a) creating a Portable Continuity Object (PCO) as a defined digital package by an instance of PCO software executing on a computerized appliance also capable of communication transaction; (b) providing identity of a person, an address of a communication device and a continuity context in the PCO; (c) sharing the PCO in related transactions, with the PCO updated with information concerning individual transactions by digital equipment enhanced with an instance of PCO software; and (d) providing context continuity in succeeding transactions by accessing the PCO by one or both parties to a transaction.

Claims

1. A method for providing continuity over a series of transactions, the method comprising:

establishing a communications transaction between a call center having a processor and a computerized appliance, the computerized appliance storing a data packet including context of a first transaction, wherein the communication transaction is via a first communications medium;

receiving, by the processor from the computerized appliance, the data packet in response to the communications transaction;

updating, by the processor, the data packet based on an updated context of the established communications transaction, wherein the updating by the processor includes storing the updated context in the data packet for a second transaction, and wherein the updated context indicates that the second transaction is unfinished;

transmitting the updated data packet to the computer appliance;

receiving by a second processor a request for interaction by the computerized appliance via a second communication medium different from the first communication medium;

receiving by the second processor the updated data packet storing the updated context; and

retrieving by the second processor the updated data packet for prompting an action in response to detecting that the second transaction is unfinished.

2. The method of claim 1, wherein the processor and the computerized appliance are each configured to execute software compatible with the data packet, the software configured to create, read, and/or update the data packet.

3. The method of claim 1, wherein the computerized appliance is selected from the group consisting of:

smartphone, laptops, desktop computers, Internet telephony devices, and personal digital assistants (PDA).

4. The method of claim 1, wherein the data packet further includes executable machine readable codes.

5. The method of claim 1 further comprising deleting the data packet if a goal of the context is met during the established communications transaction.

6. The method of claim 1 further comprising saving the data packet upon completion of the communications transaction for a set amount of time.

7. The method of claim 1, wherein the communications transaction is a telephony transaction, and the data packet is transmitted in-band or out-of-band with voice data streams.

8. The method of claim 1, wherein the communications transaction is selected from the group consisting of:

an email transaction, an Internet telephony transaction, and a web browser based transaction.

9. The method of claim 1, wherein the data packet further includes one or more selected from the group consisting of:

identity of a person using the computerized appliance, address of the computerized appliance, summary of the communications transaction, transaction emails, audio recordings, and text messages.

19. The method of claim 1, wherein the context indicates that the first transaction is unfinished.

20. The method of claim 19 further comprising:

retrieving by the processor the context from the data packet for prompting an action in response to detecting that the first transaction is unfinished.

21. The method of claim 20, wherein the action in response to detecting that the first transaction is unfinished relates to the second transaction associated with the first transaction, wherein the updated context includes information on the second transaction.

22. The method of claim 21, wherein the context contains data for completing the second transaction.

10. A system for providing continuity over a series of transactions, the system comprising:

one or more processors; and

one or more memory devices, wherein the one or more memory devices have stored thereon instructions that, when corresponding portions of the instructions are executed by corresponding ones of the one or more processors, cause the one or more processors to respectively;

establish a communications transaction with a computerized appliance, the computerized appliance storing a data packet including context of a first transaction, wherein the communications transaction is via a first communications medium;

receive from the computerized appliance the data packet in response to the communications transaction;

update the data packet based on an updated context of the established communications transaction, wherein the updating includes storing the updated context in the data packet for a second transaction, and wherein the updated context indicates that the second transaction is unfinished;

transmit the updated data packet to the computer appliance;

receive a request for interaction by the computerized appliance via a second communication medium different from the first communication medium;

receive the updated data packet storing the updated context; and

retrieve the updated data packet for prompting an action in response to detecting that the second transaction is unfinished.

11. The system of claim 10, wherein the one or more processors and the computerized appliance are each configured to execute software compatible with the data packet, the software configured to create, read, and/or update the data packet.

12. The system of claim 10, wherein the computerized appliance is selected from the group consisting of:

smartphone, laptops, desktop computers, Internet telephony devices, and personal digital assistants (PDA).

13. The system of claim 10, wherein the data packet further includes executable machine readable codes.

14. The system of claim 10, wherein the instructions further cause the one or more processors to delete the data packet if a goal of the context is met during the established communications transaction.

15. The system of claim 10, wherein the instructions further cause the one or more processors to save the data packet upon completion of the communications transaction for a set amount of time.

16. The system of claim 10, wherein the communications transaction is a telephony transaction, and the data packet is transmitted in-band or out-of-band with voice data streams.

17. The system of claim 10, wherein the communications transaction is selected from the group consisting of:

an email transaction, an Internet telephony transaction, and a web browser based transaction.

18. The system of claim 10, wherein the data packet further includes one or more selected from the group consisting of:

identity of a person using the computerized appliance, address of the computerized appliance, summary of the communications transaction, transaction emails, audio recordings, and text messages.