Contact center co-browsing for a mobile device

• US 9,367,635 B2
• Filed: 02/12/2011
• Issued: 06/14/2016
• Est. Priority Date: 02/12/2011
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Burckart, Erik J., Ivory, Andrew J., Kaplinger, Todd E., Shook, Aaron K.
• Primary Examiner(s): Hailu, Tadeese
• Assistant Examiner(s): CHAUDHURI, ANITA
• Application Number:
  US13/026,233
• Publication Number:
  US 20120210242A1
• Time in Patent Office: 1,949 Days
• Field of Search: 715/744, 715/762, 715/763, 715/764, 715/765, 715/864, 715/865, 715/866
• US Class Current: 1/1
• CPC Class Codes: G06F 16/954 Navigation, e.g. using categorised browsing
• CPC Class Codes: G06F 16/9577 Optimising the visualization of content, e.g. distillation of HTML documents
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/303 Terminal profiles

Abstract

Methods and systems of co-browsing may provide for determining a custom set of display parameters for a co-browsing session based on a first set of display parameters corresponding to a first type of browser and a second set of display parameters corresponding to a second type of browser. One or more web applications can be notified of the custom set of display parameters, wherein the web applications may override responses to web requests during the co-browsing session based on the custom set of display parameteters.

Claims

1. A computer implemented method comprising:

receiving a first co-browsing registration message;

identifying a first set of display parameters based on the first co-browsing registration message, wherein the first set of display parameters correspond to a first type of browser including at least one of a desktop, laptop and tablet browser;

receiving a second co-browsing registration message;

identifying a second set of display parameters based on the second co-browsing registration message, wherein the second set of display parameters correspond to a second type of browser including a handheld device browser;

determining a custom set of display parameters for a co-browsing session compatible with both the first set of display parameters and the second set of display parameters to render display data on the first type of browser with the same custom set of display parameters as on the second type of browser, wherein the custom set of display parameters include web response enhancements to enable a co-browsing session between the two types of browsers, the first type of browser having a display area greater than the second type of browser, wherein a display of data on the first type of browser has the same appearance as a display of data on the second type of browser;

notifying one or more server side web applications of the custom set of display parameters;

receiving a web request from a browser associated with the co-browsing session; and

overriding a response to the web request based on the custom set of display parameters.

2. The method of claim 1, wherein determining the custom set of display parameters includes identifying a substitute site that is viewable by both the first type of browser and the second type of browser, the web request corresponds to a link event associated with a page from a requested site, and overriding the response to the web request includes substituting a page from the substitute site for the page from the requested site.

3. The method of claim 1, wherein determining the web response enhancements included with the custom set of display parameters includes identifying display-related header information, the web request corresponds to at least one of a link event and a click event of the co-browsing session, and overriding the response to the web request includes adding the display-related header information to the response.

26. The method of claim 1, wherein the custom set of display parameters provides a least common denominator of display parameters between a first set of browser-specific display parameters and a second set of browser-specific display parameters.

27. The method of claim 1, wherein the second type of browser displays data to provide the same look and feel as data displayed by the first type of browser.

4. A computer implemented method comprising:

determining a custom set of display parameters for a co-browsing session compatible with both a first set of display parameters corresponding to a first type of browser and a second set of display parameters corresponding to a second type of browser to render display data on the first type of browser with the same custom set of display parameters as on the second type of browser, wherein the custom set of display parameters include web response enhancements to enable a co-browsing session between the two types of browsers, the first type of browser having a display area greater than the second type of browser, wherein a display of data on the first type of browser has the same appearance as a display of data on the second type of browser; and

notifying one or more server side web applications of the custom set of display parameters.

5. The method of claim 4, wherein determining the custom set of display parameters includes identifying a web site that is viewable by both the first type of browser and the second type of browser.

6. The method of claim 5, wherein the first set of display parameters indicates a handheld device viewing capability and at least one of a desktop, laptop and tablet viewing capability.

7. The method of claim 5, wherein the second set of display parameters indicates a handheld device viewing capability.

8. The method of claim 4, wherein determining the web response enhancements included within the custom set of display parameters includes identifying display-related header information that enables one or more pages associated with the co-browsing session to be viewable by both the first type of browser and the second type of browser.

9. The method of claim 4, further including:

receiving a first co-browsing registration message;

identifying the first set of display parameters based on the first co-browsing registration message;

receiving a second co-browsing registration message; and

identifying the second set of display parameters based on the second co-browsing registration message.

10. The method of claim 4, wherein the first type of browser includes at least one of a desktop, laptop and tablet browser, and the second type of browser includes a handheld device browser.

11. A computer program product comprising:

a computer readable non-transitory storage medium; and

computer usable code stored on the computer readable non-transitory storage medium, where, if executed by a processor, the computer usable code causes a computer to;

determine a custom set of display parameters for a co-browsing session compatible with both a first set of display parameters corresponding to a first type of browser and a second set of display parameters corresponding to a second type of browser to render display data on the first type of browser using the same custom set of display parameters as on the second type of browser, wherein the custom set of display parameters include web response enhancements to enable a co-browsing session between the two types of browsers, the first type of browser having a display area greater than the second type of browser, wherein a display of data on the first type of browser has the same appearance as a display of data on the second type of browser; and

notify one or more server side web applications of the custom set of display parameters.

12. The computer program product of claim 11, wherein the computer usable code, if executed, causes a computer to identify a web site that is viewable by both the first type of browser and the second type of browser.

13. The computer program product of claim 12, wherein the first set of display parameters is to indicate a handheld device viewing capability and at least one of a desktop, laptop and tablet viewing capability.

14. The computer program product of claim 12, wherein the second set of display parameters is to indicate a handheld device viewing capability.

15. The computer program product of claim 11, wherein the computer usable code, if executed, causes a computer to identify display-related header information based on the web response enhancements included with the custom set of display parameters that enables one or more pages associated with the co-browsing session to be viewable by both the first type of browser and the second type of browser.

16. The computer program product of claim 11, wherein the computer usable code, if executed, causes a computer to:

receive a first co-browsing registration message,

identify the first set of display parameters based on the first co-browsing registration message,

receive a second co-browsing registration message, and

identify the second set of display parameters based on the second co-browsing registration message.

17. The computer program product of claim 11, wherein the first type of browser is to include at least one of a desktop, laptop and tablet browser, and the second type of browser is to include a handheld device browser.

18. A computer implemented method comprising:

receiving a notification on one or more server side web applications of a custom set of display parameters associated with a co-browsing session between a first type of browser and a second type of browser, the custom set of display parameters compatible with both the first type of browser and the second type of browser to render display data on the first type of browser using the same custom set of display parameters as on the second type of browser, wherein the custom set of display parameters include web response enhancements to enable a co-browsing session between the two types of browsers, the first type of browser having a display area greater than the second type of browser, wherein a display of data on the first type of browser has the same appearance as a display of data on the second type of browser;

receiving a web request from a browser associated with the co-browsing session; and

overriding a response to the web request based on the custom set of display parameters.

19. The method of claim 18, wherein the web request corresponds to a link event of the co-browsing session that indicates a page from a first site, and overriding the response to the web request includes substituting a page from a second site for the page from the first site.

20. The method of claim 18, wherein the web request corresponds to at least one of a link event and a click event of the co-browsing session, and overriding the response to the web request includes adding display-related header information to the response based on the web response enhancements included with the custom set of display parameters.

21. The method of claim 18, wherein the first type of browser includes at least one of a desktop, laptop and tablet browser, and the second type of browser includes a handheld device browser.

22. A computer program product comprising:

a computer readable non-transitory storage medium; and

computer usable code stored on the computer readable non-transitory storage medium, where, if executed by a processor, the computer usable code causes a computer to;

receive a notification on one or more server side web applications of a custom set of display parameters associated with a co-browsing session between a first type of browser and a second type of browser, the custom set of display parameters compatible and renderable with both the first type of browser and the second type of browser to render display data on the first type of browser using the same custom set of display parameters as on the second type of browser, wherein the custom set of display parameters include web response enhancements to enable a co-browsing session between the two types of browsers, the first type of browser having a display area greater than the second type of browser, wherein a display of data on the first type of browser has the same appearance as a display of data on the second type of browser;

receive a web request from a browser associated with the co-browsing session; and

override a response to the web request based on the custom set of display parameters.

23. The computer program product of claim 22, wherein the web request is to correspond to a link event of the co-browsing session that indicates a page from a first site, and the computer usable code, if executed, causes a computer to substitute a page from a second site for the page from the first site.

24. The computer program product of claim 22, wherein the web request is to correspond to at least one of a link event and a click event of the co-browsing session, and the computer usable code, if executed, causes a computer to add display-related header information to the response based on the web response enhancements included with the custom set of display parameters.

25. The computer program product of claim 22, wherein the first type of browser is to include at least one of a desktop, laptop and tablet browser, and the second type of browser is to include a handheld device browser.