Portable continuity object

Patent metadata

Field	Value
Publication number	US-10313525-B2
Application number	US-201715694160-A
Country	US
Kind code	B2
Filing date	Sep 1, 2017
Priority date	Feb 8, 2010
Publication date	Jun 4, 2019
Grant date	Jun 4, 2019

Abstract

A method for providing continuity over a series of transactions is provided, comprising the steps of (a) creating a Portable Continuity Object (PCO) as a defined digital package by an instance of PCO software executing on a computerized appliance also capable of communication transaction; (b) providing identity of a person, an address of a communication device and a continuity context in the PCO; (c) sharing the PCO in related transactions, with the PCO updated with information concerning individual transactions by digital equipment enhanced with an instance of PCO software; and (d) providing context continuity in succeeding transactions by accessing the PCO by one or both parties to a transaction.

First claim

The invention claimed is:

1. A method for providing continuity over a series of transactions, the method comprising:
participating, by an end user device, in a first transaction with a first resource of a first contact center;
receiving, by the end user device, a data packet from the first contact center, the data packet including context of the first transaction, the data packet further including executable code;
storing, by the end user device, the data packet in local memory;
establishing, by the end user device, communication with a second resource of a second contact center different from the first contact center;
retrieving, by the end user device, the data packet from the local memory in response to establishing the communication with the second resource;
transmitting, by the end user device, the data packet to the second resource of the second contact center, wherein the second resource is adapted to retrieve and execute the executable code for processing the data packet;
participating, by the end user device, in a second transaction with the second resource of the second contact center, wherein in response to the participating in the second transaction, the second resource updates the data packet for adding context of the second transaction;
receiving, by the end user device, the updated data packet from the second contact center; and
storing, by the end user device, the second data packet in the local memory.

2. The method of claim 1 , wherein the context of the first transaction includes information on communication exchanged during the first transaction.

3. The method of claim 2 , wherein the information includes an audio recording of the communication exchanged during the first transaction.

4. The method of claim 1 , wherein the context of the first transaction includes an address of the end user device.

5. The method of claim 1 , further comprising:
detecting, during the second transaction, fulfillment of a goal, wherein the detecting causes the data packet to be deleted from the local memory.

6. The method of claim 1 , wherein the executable code generates a notification in regards to the second transaction.

7. The method of claim 1 , wherein the data packet is generated in response to establishing a communication session between the end user device and the first resource.

8. The method of claim 1 , wherein the end user device is a mobile device configured for telephony communication.

9. The method of claim 1 , wherein the context is displayed on a display device coupled to the second resource of the second contact center.

10. The method of claim 1 , wherein the second transaction is related to the first transaction.

11. The method of claim 1 , wherein the first resource and the second resource process the first and second transactions, respectively, via different protocols.

12. The method of claim 1 , further comprising:
running, by the end user device, the executable code;
displaying, by the end user device, a prompt in response to running the executable code; and
receiving, by the end user device, a user input in response to the display of the prompt.

13. A method for providing continuity over a series of transactions, the method comprising:
detecting, by a first processor associated with a first contact center, a first transaction with an end user device;
accessing, by the first processor, a data packet;
storing, by the first processor, into the data packet, executable code and context of the first transaction;
transmitting, by the first processor, the data packet to the end user device for storing in a local memory coupled to the end user device;
receiving, by a second processor associated with a second contact center different from the first contact center, a request for communicating with the end user device;
establishing communication with the end user device in response to the request;
in response to establishing the communication with the end user device, receiving, by the second processor, from the end user device, the data packet retrieved by the end user device from the local memory;
retrieving and executing, by the second processor, the executable code for processing the data packet;
participating, by the second processor, in a second transaction with the end user device;
updating, by the second processor, the data packet for adding context of the second transaction; and
transmitting, by the second processor, the data packet to the end user device for storing in the local memory.

14. The method of claim 13 further comprising:
transferring, by the first processor, the second transaction to a third resource, wherein the transferring causes the first processor to automatically transmit the data packet to the second processor.

15. An end user device for providing continuity over a series of transactions, the end user device comprising:
a processor; and
a memory system, wherein the memory system includes instructions that, when executed by the processor, cause the processor to:
participate in a first transaction with a first resource of a first contact center;
receive a data packet from the first contact center, the data packet including context of the first transaction, the data packet further including executable code;
store the data packet in the memory system;
establish communication with a second resource of a second contact center different from the first contact center;
retrieve the data packet from the memory system in response to establishing the communication with the second resource;
transmit the data packet to the second resource of the second contact center, wherein the second resource is adapted to retrieve and execute the executable code for processing the data packet;
participate in a second transaction with the second resource of the second contact center, wherein in response to the participating in the second transaction, the second resource updates the data packet for adding context of the second transaction;
receive the updated data packet from the second contact center; and
store the second data packet in the memory system.

16. The end user device of claim 15 , wherein the context of the first transaction includes information on communication exchanged during the first transaction.

17. The end user device of claim 16 , wherein the information includes an audio recording of the communication exchanged during the first transaction.

18. The end user device of claim 15 , wherein the context of the first transaction includes an address of the end user device.

19. The end user device of claim 15 , wherein the instructions further cause the processor to:
detect, during the second transaction, fulfillment of a goal, wherein the detecting causes the data packet to be deleted from the memory system.

20. The end user device of claim 15 , wherein the executable code is configured to generate a notification in regards to the second transaction.

21. The end user device of claim 15 , wherein the data packet is generated in response to establishing a communication session between the end user device and the first resource.

22. The end user device of claim 15 , wherein the end user device is a mobile device configured for telephony communication.

23. The end user device of claim 15 , wherein the context is displayed on a display device coupled to the second resource of the second contact center.

24. The end user device of claim 15 , wherein the second tr

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Fedorov Sergey
• Gilula Mikhail
• Barnes Derek

Classifications

• H04M2203/404

  Collaboration among agents · CPC title

• H04M2203/552

  Call annotations · CPC title

• H04M2203/551

  Call history · CPC title

• H04M3/523 Primary

  with call distribution or queueing · CPC title