Using media server control markup language messages to dynamically interact with a web real-time communication customer care
First Claim
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1. A customer care system, comprising:
- a computer comprising;
a non-transitory memory,at least one processor, anda web real-time communication (WebRTC) capable browser as an interface portal for a customer care operator, that upon execution by the at least one processor is configured to;
identify the customer care operator as a registered operator,initiate a customer care session between a caller and the registered operator,display interactive hypertext markup language (HTML) web forms to the registered operator,transmit inputs from the registered operator to an application server,define the interface portal with instructions contained in session initiation protocol (SIP) INFO media server control markup language (MSCML) payloads, wherein a SIP INFO MSCML payload is an MSCML payload encapsulated in a SIP INFO message, andscript the registered operator'"'"'s communication with the caller; and
a WebRTC server comprising;
a non-transitory memory,at least one processor, anda transformation engine, that upon execution by the at least one processor is configured to;
use SIP/hypertext transfer protocol (HTTP) signaling transcoding to invite the registered operator to the customer care session,map a SIP INFO MSCML payload to an interactive HTML web form,transmit, to the registered operator, the HTML web forms transformed from SIP INFO MSCML payloads sent by the application server,transmit, to the application server, SIP INFO MSCML payloads transformed from the HTML web forms sent by the registered operator, anduse instructions from the SIP INFO MSCML payloads to script the registered operator'"'"'s communication with the caller.
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Abstract
A customer care system. The system comprises a transformation engine, configured to use SIP/hypertext transfer protocol (HTTP) signaling transcoding to invite the operator to the customer care session, map a SIP INFO MSCML payload to an interactive HTML web form, and transmit, to the operator, the HTML web forms transformed from SIP INFO MSCML payloads sent by the application server. The transformation engine is further configured to transmit, to the application server, SIP INFO MSCML payloads transformed from the HTML web forms sent by the operator, and use instructions from the SIP INFO MSCML payloads to script the operator'"'"'s communication with the caller.
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Citations
20 Claims
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1. A customer care system, comprising:
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a computer comprising; a non-transitory memory, at least one processor, and a web real-time communication (WebRTC) capable browser as an interface portal for a customer care operator, that upon execution by the at least one processor is configured to; identify the customer care operator as a registered operator, initiate a customer care session between a caller and the registered operator, display interactive hypertext markup language (HTML) web forms to the registered operator, transmit inputs from the registered operator to an application server, define the interface portal with instructions contained in session initiation protocol (SIP) INFO media server control markup language (MSCML) payloads, wherein a SIP INFO MSCML payload is an MSCML payload encapsulated in a SIP INFO message, and script the registered operator'"'"'s communication with the caller; and a WebRTC server comprising; a non-transitory memory, at least one processor, and a transformation engine, that upon execution by the at least one processor is configured to; use SIP/hypertext transfer protocol (HTTP) signaling transcoding to invite the registered operator to the customer care session, map a SIP INFO MSCML payload to an interactive HTML web form, transmit, to the registered operator, the HTML web forms transformed from SIP INFO MSCML payloads sent by the application server, transmit, to the application server, SIP INFO MSCML payloads transformed from the HTML web forms sent by the registered operator, and use instructions from the SIP INFO MSCML payloads to script the registered operator'"'"'s communication with the caller. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method of managing a customer care system, comprising:
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using, by a web real-time communication (WebRTC) server executing at least one processor, session initiation protocol (SIP)/hypertext transfer protocol (HTTP) signaling transcoding to invite a customer care operator to a customer care session with a caller; identifying the customer care operator as a registered operator through a WebRTC browser stored in a non-transitory memory and executed by at least one processor of a computer, wherein the WebRTC browser includes an interface portal for the customer care operator; displaying, by the computer executing the WebRTC browser, the caller'"'"'s disposition; displaying, by the computer executing the WebRTC browser, prior knowledge from a telephony application server (TAS) about the current customer care session; displaying, by the computer executing the WebRTC browser, interactive hypertext markup language (HTML) web forms to the registered operator; transcoding, by the WebRTC server, SIP INFO media server control markup language (MSCML) payloads and HTML web forms by a transformation engine; transmitting, by the computer executing the WebRTC browser to the registered operator, the HTML web forms transformed from SIP INFO MSCML payloads sent by an application server; transmitting, to the application server, the SIP INFO MSCML payloads transformed from the HTML web forms sent by the registered operator; defining, by the computer executing the WebRTC browser, the interface portal with instructions contained in the SIP INFO MSCML payloads; using, by the computer executing the WebRTC browser, instructions from the SIP INFO MSCML payloads to script the registered operator'"'"'s communication with the caller; validating, by the application server, the caller'"'"'s identity; and transferring, by the application server, the caller to a destination number when the caller'"'"'s identity is validated. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A method of managing a customer care system, comprising:
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using, by a web real-time communication (WebRTC) server executing a transformation engine by at least one processor, session initiation protocol (SIP)/hypertext transfer protocol (HTTP) signaling transcoding to invite a customer care operator to a customer care session with a caller; displaying, by a computer executing a WebRTC browser stored in a non-transitory memory, interactive hypertext markup language (HTML) web forms to the customer care operator; mapping, by the transformation of the WebRTC server, a SIP INFO media server control markup language (MSCML) payload to an interactive HTML web form by the transformation engine; transmitting, by the computer executing the WebRTC browser to the customer care operator, the HTML web forms transformed from SIP INFO MSCML payloads sent by an application server; transmitting, to the application server, the SIP INFO MSCML payloads transformed from the HTML web forms sent by the customer care operator; validating, by the application server, the caller'"'"'s identity; and transferring, by the application server, the caller to a destination number when the caller'"'"'s identity is validated. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification