Method for providing media content using multi-channel navigator and route sequences

• US 9,647,898 B2
• Filed: 12/12/2014
• Issued: 05/09/2017
• Est. Priority Date: 02/28/2012
• Status: Active Grant

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Teletech Holdings Incorporated
• Inventors: Tuchman, Kenneth D., Sharpe, Bruce A., Truong, Henry D.
• Primary Examiner(s): Al Aubaidi, Rasha
• Application Number:
  US14/569,613
• Publication Number:
  US 20150100889A1
• Time in Patent Office: 879 Days
• Field of Search: 37920101, 379242, 379247, 715737, 715854
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06F 3/0485 Scrolling or panning
• CPC Class Codes: H04L 41/22 comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2201/54 Object oriented software
• CPC Class Codes: H04M 2203/2038 Call context notifications
• CPC Class Codes: H04M 2203/252 where a voice mode is enhanced with visual information
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

An electronic device displays a first row of graphical representations, each corresponding to a context element of a route sequence map of a first user. The route sequence map includes context elements organized in a hierarchical structure, each context element having one or more property values specifying an action to be performed by the server or a link to one or more child context elements in the hierarchical structure. In response to a selection of a first graphical representation from the first row, a first message having at least a first identifier (ID) of the first graphical representation is transmitted to the server. A second message is received from the server in response to the first message, the second message including data identifying a second row of context elements of the route sequence map. The second row is displayed as a child row to the first row.

Claims

1. A computer-implemented method for presenting media content at an electronic device, the method comprising:

displaying a first row of a plurality of graphical representations at the electronic device, each of the graphical representations corresponding to a context element of a route sequence map associated with a first user of the electronic device and received from a server that provides content services to a plurality of users on a plurality of content items on behalf of a plurality of content providers over a network, wherein the route sequence map includes a plurality of context elements organized in a hierarchical structure, each context element having one or more property values specifying at least one of an action to be performed by the server and a link to zero or more child context elements in the hierarchical structure;

in response to a selection of a first graphical representation from the first row corresponding to a first context element, transmitting a first message having at least a first identifier (ID) of the first graphical representation to the server over the network;

receiving a second message from the server in response to the first message, the second message including data identifying a second row of context elements of the route sequence map, wherein the second row of context elements is identified by the server based on the first ID identifying the first context element of the route sequence map as child context elements with respect to the first context element; and

displaying a second row of graphical representations representing the second row of context elements, wherein the second row of the graphical representations is displayed as an outer row relative to the first row as an inner row, while the first graphical representation is highlighted in the first row.

2. The method of claim 1, wherein the electronic device is a mobile device and the first and second rows of graphical representations are displayed by a mobile application executed within the mobile device, and wherein the method further comprises:

in response to launching the mobile application in the mobile device, transmitting a user credential of the first user to the server over the network for authenticating the first user;

receiving the route sequence map associated with the first user from the server in response to successful authentication of the first user, wherein the route sequence map is retrieved from a user account of the first user maintained by the server; and

displaying one or more graphical representations of a root level of the route sequence map prior to displaying the first row of the graphical representations.

3. The method of claim 1, further comprising:

in response to a selection of a second graphical representation from the first row corresponding to a second context element, transmitting a third message having at least a second ID of the second graphical representation to the server over the network;

receiving a fourth message from the server in response to the third message, the fourth message including data identifying a third row of context elements of the route sequence map, wherein the third row of context elements is identified by the server based on the second ID identifying the second context element of the route sequence map as child context elements with respect to the second context element; and

displaying a third row of graphical representations representing the third row of context elements, replacing the second row of graphical representations, while the second graphical representation is highlighted in the first row, wherein third row includes at least one graphical representation that is different than the second row.

4. The method of claim 1, further comprising:

in response to a selection of a third graphical representation from the first row, transmitting a third ID of the third graphical representation to the server over the network, wherein the third graphical representation corresponds to a third context element of route sequence map, the third graphical representation representing a second user;

receiving a fifth message from the server, the fifth message including contact information of the second user and a preferred communication method to reach the second user; and

establishing a communication session between the first user and the second user using the preferred communication method specified by the fifth message.

5. The method of claim 4, wherein the second user is a support agent associated with the server, the support agent having a skill set specified in a property value of the third context element.

6. The method of claim 4, further comprising displaying information indicating current availability of the second user as part of the third graphical representation.

7. The method of claim 1, further comprising in response to a user input for navigating the second row, scrolling the graphical representations of the second row, while the graphical representations of the first row remain steady and the first graphical representation remains highlighted.

8. The method of claim 1, wherein the second row of the graphical representations is displayed as an upper row, while the first row of the graphical representations is displayed as a lower row below the second row.

9. The method of claim 1, wherein the second row of the graphical representations is displayed as an outer row of a ring structure, while the first row of the graphical representations is displayed as an inner row of the ring structure.

10. A non-transitory machine-readable medium having instructions stored therein, which when executed by a processor, cause the processor to perform operations of presenting media content at an electronic device, the operations comprising:

displaying a first row of a plurality of graphical representations at the electronic device, each of the graphical representations corresponding to a context element of a route sequence map associated with a first user of the electronic device and received from a server that provides content services to a plurality of users on a plurality of content items on behalf of a plurality of content providers over a network, wherein the route sequence map includes a plurality of context elements organized in a hierarchical structure, each context element having one or more property values specifying at least one of an action to be performed by the server and a link to zero or more child context elements in the hierarchical structure;

in response to a selection of a first graphical representation from the first row corresponding to a first context element, transmitting a first message having at least a first identifier (ID) of the first graphical representation to the server over the network;

receiving a second message from the server in response to the first message, the second message including data identifying a second row of context elements of the route sequence map, wherein the second row of context elements is identified by the server based on the first ID identifying the first context element of the route sequence map as child context elements with respect to the first context element; and

displaying a second row of graphical representations representing the second row of context elements, wherein the second row of the graphical representations is displayed as an outer row relative to the first row as an inner row, while the first graphical representation is highlighted in the first row.

11. The non-transitory machine-readable medium of claim 10, wherein the electronic device is a mobile device and the first and second rows of graphical representations are displayed by a mobile application executed within the mobile device, and wherein the operations further comprise:

in response to launching the mobile application in the mobile device, transmitting a user credential of the first user to the server over the network for authenticating the first user;

receiving the route sequence map associated with the first user from the server in response to successful authentication of the first user, wherein the route sequence map is retrieved from a user account of the first user maintained by the server; and

displaying one or more graphical representations of a root level of the route sequence map prior to displaying the first row of the graphical representations.

12. The non-transitory machine-readable medium of claim 10, wherein the operations further comprise:

in response to a selection of a second graphical representation from the first row corresponding to a second context element, transmitting a third message having at least a second ID of the second graphical representation to the server over the network;

receiving a fourth message from the server in response to the third message, the fourth message including data identifying a third row of context elements of the route sequence map, wherein the third row of context elements is identified by the server based on the second ID identifying the second context element of the route sequence map as child context elements with respect to the second context element; and

displaying a third row of graphical representations representing the third row of context elements, replacing the second row of graphical representations, while the second graphical representation is highlighted in the first row, wherein third row includes at least one graphical representation that is different than the second row.

13. The non-transitory machine-readable medium of claim 10, wherein the operations further comprise:

in response to a selection of a third graphical representation from the first row, transmitting a third ID of the third graphical representation to the server over the network, wherein the third graphical representation corresponds to a third context element of route sequence map, the third graphical representation representing a second user;

receiving a fifth message from the server, the fifth message including contact information of the second user and a preferred communication method to reach the second user; and

establishing a communication session between the first user and the second user using the preferred communication method specified by the fifth message.

14. The non-transitory machine-readable medium of claim 13, wherein the second user is a support agent associated with the server, the support agent having a skill set specified in a property value of the third context element.

15. The non-transitory machine-readable medium of claim 13, wherein the operations further comprise displaying information indicating current availability of the second user as part of the third graphical representation.

16. The non-transitory machine-readable medium of claim 10, wherein the operations further comprise in response to a user input for navigating the second row, scrolling the graphical representations of the second row, while the graphical representations of the first row remain steady and the first graphical representation remains highlighted.

17. The non-transitory machine-readable medium of claim 10, wherein the second row of the graphical representations is displayed as an upper row, while the first row of the graphical representations is displayed as a lower row below the second row.

18. The non-transitory machine-readable medium of claim 10, wherein the second row of the graphical representations is displayed as an outer row of a ring structure, while the first row of the graphical representations is displayed as an inner row of the ring structure.

19. An electronic device, comprising:

a processor; and

a memory coupled to the processor for storing instructions, which when executed from the memory, cause the processor to perform operations, the operations including

displaying a first row of a plurality of graphical representations at the electronic device, each of the graphical representations corresponding to a context element of a route sequence map associated with a first user of the electronic device and received from a server that provides content services to a plurality of users on a plurality of content items on behalf of a plurality of content providers over a network, wherein the route sequence map includes a plurality of context elements organized in a hierarchical structure, each context element having one or more property values specifying at least one of an action to be performed by the server and a link to zero or more child context elements in the hierarchical structure,

in response to a selection of a first graphical representation from the first row corresponding to a first context element, transmitting a first message having at least a first identifier (ID) of the first graphical representation to the server over the network,

receiving a second message from the server in response to the first message, the second message including data identifying a second row of context elements of the route sequence map, wherein the second row of context elements is identified by the server based on the first ID identifying the first context element of the route sequence map as child context elements with respect to the first context element, and

displaying a second row of graphical representations representing the second row of context elements, wherein the second row of the graphical representations is displayed as an outer row relative to the first row as an inner row, while the first graphical representation is highlighted in the first row.

20. The electronic device of claim 19, wherein the electronic device is a mobile device and the first and second rows of graphical representations are displayed by a mobile application executed within the mobile device, and wherein the operations further comprise:

in response to launching the mobile application in the mobile device, transmitting a user credential of the first user to the server over the network for authenticating the first user;

receiving the route sequence map associated with the first user from the server in response to successful authentication of the first user, wherein the route sequence map is retrieved from a user account of the first user maintained by the server; and

displaying one or more graphical representations of a root level of the route sequence map prior to displaying the first row of the graphical representations.

21. The electronic device of claim 19, wherein the operations further comprise:

in response to a selection of a second graphical representation from the first row corresponding to a second context element, transmitting a third message having at least a second ID of the second graphical representation to the server over the network;

receiving a fourth message from the server in response to the third message, the fourth message including data identifying a third row of context elements of the route sequence map, wherein the third row of context elements is identified by the server based on the second ID identifying the second context element of the route sequence map as child context elements with respect to the second context element; and

displaying a third row of graphical representations representing the third row of context elements, replacing the second row of graphical representations, while the second graphical representation is highlighted in the first row, wherein third row includes at least one graphical representation that is different than the second row.

22. The electronic device of claim 19, wherein the operations further comprise:

in response to a selection of a third graphical representation from the first row, transmitting a third ID of the third graphical representation to the server over the network, wherein the third graphical representation corresponds to a third context element of route sequence map, the third graphical representation representing a second user;

receiving a fifth message from the server, the fifth message including contact information of the second user and a preferred communication method to reach the second user; and

establishing a communication session between the first user and the second user using the preferred communication method specified by the fifth message.