Facilitating context delivery during communication sessions
First Claim
1. 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, at a computing system remote from a user device, a subscribe message from a call center requesting information for a communication session between the 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;
receive a message from the user device requesting a call with a service provider; and
send a 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.
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Accused Products
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.
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Citations
16 Claims
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1. 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:
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receive, at a computing system remote from a user device, a subscribe message from a call center requesting information for a communication session between the 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; receive a message from the user device requesting a call with a service provider; and send a 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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system implemented in hardware, comprising:
a server comprising a processor and programmed 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; 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 a presence document, the call center rendering the cached context of the communication session for viewing by a call center agent. - View Dependent Claims (12, 13, 14, 15, 16)
Specification