Facilitating context delivery during communication sessions

• US 9,077,799 B2
• Filed: 11/30/2010
• Issued: 07/07/2015
• Est. Priority Date: 11/30/2010
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Ramanathan, Sri, Terry, Matthew A., Trevathan, Matthew B., Fiedorowicz, Erik
• Primary Examiner(s): Hamza, Faruk
• Assistant Examiner(s): HAQUE, ABUSAYEED M
• Application Number:
  US12/956,251
• Publication Number:
  US 20120135717A1
• Time in Patent Office: 1,680 Days
• Field of Search: 709/228
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 12/1818 Conference organisation arrangements, e.g. handling schedules, setting up parameters needed by nodes to attend a conference, booking network resources, notifying involved parties
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/568 Storing data temporarily at an intermediate stage, e.g. caching
• CPC Class Codes: H04M 1/576 associated with a pictorial or graphical representation
• CPC Class Codes: H04M 2203/2038 Call context notifications
• CPC Class Codes: H04M 3/42144 by service provider
• CPC Class Codes: H04M 3/4872 Non-interactive information services
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/543 Call deflection
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

An approach is disclosed that facilitates context delivery during communication sessions. The approach may be implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions operable to: render at least one service to a user device through a communication session; collect information of the communication session; and send the information of the communication session to a service provider when a call is setup between the user device and the service provider. The service provider renders the information of the communication session for viewing by the service provider.

Claims

1. A method implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions operable to:

receive a subscribe message from a call center requesting information for a communication session between a user device and an application server;

receive a request from the user device for at least one service at the application server;

render the at least one service to the user device through the communication session;

collect the information of the communication session;

send a notification message to a presence server, the notification message including the information;

build a presence document at the presence server that includes all the information collected throughout a duration of the communication session;

receive a message from the user device requesting a call with a service provider; and

send the presence document to the service provider when the call is setup between the user device and the service provider, the service provider rendering the information of the communication session for viewing by the service provider, wherein the rendering is a replica of the at least one service rendered to the user device.

2. The method of claim 1, wherein the at least one service comprises a provision of a web site of the service provider.

3. The method of claim 1, wherein the information of the communication session comprises at least one of:

a HyperText Markup Language (HTML) content of at least one web page a user views;

a media content of the web page the user views;

personal user data;

user device data; and

user authorization data.

4. The method of claim 1, wherein the programming instructions are further operable to cache the collected information of the communication session.

5. The method of claim 4, wherein the programming instructions are further operable to:

update the presence document comprising references to all of the cached information throughout a duration of the communication session; and

send a Session Initiation Protocol (SIP) publish message to the service provider when the call is setup between the user device and the service provider, the SIP publish message comprising the updated presence document.

6. The method of claim 1, wherein the programming instructions are further operable to

send a Session Initiation Protocol (SIP) publish message to the service provider when the call is setup between the user device and the service provider, the SIP publish message comprising the presence document.

7. The method of claim 1, wherein the programming instructions are further operable to:

receive and manage a Session Initiation Protocol (SIP) subscribe message from the service provider, the SIP subscribe message comprising the subscribe message and a request to receive the presence document when the call is setup between the user device and the service provider; and

send a SIP publish message to the service provider when the call is setup between the user device and the service provider, the SIP publish message comprising the presence document.

8. The method of claim 1, wherein the service provider comprises a call center Interactive Voice Response Unit (IVRU).

9. The method of claim 1, wherein the programming instructions are further operable to:

flag the user as a special user; and

at least one of;

alert the service provider of the special user; and

route a call between the special user and the service provider to a queue of a specialized service provider agent.

10. The method of claim 1, wherein the service provider at least one of creates, maintains, deploys and supports the computer infrastructure.

11. The method of claim 1, wherein steps of claim 1 are provided by the service provider on a subscription, advertising, and/or fee basis.

17. The method of claim 1, wherein the programming instructions are further operable to:

determine that the presence document is associated with a high value user;

determine that the presence document includes user authorization data associated with the high value user;

access an account based on using the user authorization data; and

allow purchasing of a product based on accessing the account.

26. The method of claim 1, further comprising:

performing an action within a webpage based on the collected information in the presence document.

27. The method of claim 26, wherein the action is logging into an account associated with a user of the user device.

28. The method of claim 27, wherein the action comprises conducting activities associated with the account.

12. A system implemented in hardware, comprising:

a server operable to;

receive a Session initiation Protocol (SIP) subscribe message from a call center requesting information for a communication session between a user device and an application server;

receive a request from the user device for at least one service at the application server;

render the at least one service to the user device through the communication session;

collect the information of the communication session;

send a notification message to a presence server, the notification message including the information;

build and update a presence document at the presence server, the presence document comprising all the collected information throughout a duration of the communication session;

receive a message from the user device requesting a call with a call center; and

send a SIP publish message to the call center when the call is setup between the user device and the call center, the call center rendering the information of the communication session for viewing by the call center, wherein the SIP publish message comprises the presence document, wherein the rendering is a replica of the at least one service rendered to the user device.

13. The system of claim 12, wherein the at least one service comprises a provision of a web site of a service provider.

14. The system of claim 12, wherein the information of the communication session comprises at least one of:

a HyperText Markup Language (HTML) content of at least one web page a user views;

a media content of the web page the user views;

personal user data;

user device data; and

user authorization data.

15. The system of claim 12, further comprising a common data cache operable to cache the information of the communication session.

16. The system of claim 15, wherein the

building and updating the presence document comprises references to all of the cached information throughout a duration of the communication session.

18. The system of claim 12, wherein the server is further operable to:

receive and manage the SIP subscribe message from the call center, the SIP subscribe message comprising a request to receive the presence document when the call is setup between the user device and the call center; and

send the SIP publish message to the call center based on receiving the SIP subscribe message and when the call is setup between the user device and the call center.

19. The system of claim 12, wherein the call center comprises a call center Interactive Voice Response Unit (IVRU).

20. The system of claim 12, wherein the server is further operable to:

flag the user as a special user; and

at least one of;

alert the call center of the special user; and

route a call between the special user and the call center to a queue of a specialized call center agent.

29. The system of claim 12, wherein sending the presence document is based on receiving a Session Initiation Protocol (SIP) notify message.

21. A computer program product comprising a computer readable hardware storage device having readable program code embodied in the hardware storage device, the computer program product includes at least one component operable to:

receive a first Session Initiation Protocol (SIP) notify message from an application server, the SIP notify message comprising references to cached context of a communication session between a user device and the application server;

at least one of build and update a presence document comprising the references to all of the cached context throughout a duration of the communication session;

receive a second SIP notify message from the application server, the second SIP notify message comprising a request to initiate a call between the user device and a call center; and

send a SIP publish message to the call center, the SIP publish message comprising the presence document, the call center rendering the cached context of the communication session for viewing by a call center agent.

22. The computer program product of claim 21, wherein the at least one component is further operable to send the SIP publish message to the call center when a call is setup between the user device and the call center.

23. A method of facilitating context delivery during communication sessions, comprising:

providing a computer infrastructure, being operable to;

receive a subscribe message from a call center requesting information for a communication session between a user device and an application server;

receive a request from the user device for at least one service at the application server;

render the at least one service to the user device through the communication session;

collect the information of the communication session;

send a notification message to a presence server, the notification message including the information;

determine that the user is a high value user with a membership with a web service associated with the communication session, based on the collected information;

build and update a presence document at the presence server that includes all the information collected throughout a duration of the communication session;

receive a message from the user device requesting a call with a service provider; and

send the information of the communication session to the service provider when a call is setup between the user device and the service provider, the service provider rendering the information of the communication session for viewing by the service provider, wherein the rendering is a replica of the at least one service rendered to the user device.

24. The method of claim 23, wherein the computer infrastructure is further operable to

send a Session Initiation Protocol (SIP) publish message to the service provider when the call is setup between the user device and the service provider, the SIP publish message comprising the presence document.

25. A computer system for facilitating context delivery during communication sessions, the system comprising:

a CPU, a computer readable memory and a computer readable storage media;

program instructions to receive a subscribe message from a call center requesting information for a communication session between a user device and an application server;

program instructions to receive a request from the user device for at least one service at the application server;

program instructions to render the at least one web site to the user device through a communication session;

program instructions to collect the information of the communication session;

program instructions to cache the collected information of the communication session;

program instructions to at least one of build and update a presence document at the presence server, the presence document comprising references to all of the cached information throughout a duration of the communication session;

program instructions to receive a message from the user device requesting a call with a service provider; and

program instructions to send a Session Initiation Protocol (SIP) publish message to the service provider when the call is setup between the user device and the service provider, the SIP publish message comprising the presence document, and the service provider rendering the information of the communication session for viewing by the service provider;

wherein;

the rendering is a replica of the at least one service rendered to the user device; and

the information of the communication session comprises at least one of;

a HyperText Markup Language (HTML) content of at least one web page a user views;

a media content of the web page the user views;

personal user data;

user device data; and

user authorization data, and

program instructions are stored on the computer readable storage media for execution by the CPU via the computer readable memory.