Methods and systems for information streaming to user interface

Patent metadata

Field	Value
Publication number	US-2018332171-A1
Application number	US-201816043886-A
Country	US
Kind code	A1
Filing date	Jul 24, 2018
Priority date	Aug 29, 2008
Publication date	Nov 15, 2018
Grant date	—

Abstract

Embodiments of computer-implemented methods and systems for information streaming to a user interface include receiving, at a networked contact center, a Hypertext Transfer Protocol (HTTP) request to stream information to a user interface, establishing a persistent HTTP connection to the user interface, receiving the information, the information including one or more events associated with the networked contact center, and sending the one or more events via the persistent HTTP connection, the one or more events resulting in a change in the user interface without further HTTP requests from the user interface.

First claim

What is claimed is:

1 . A computer-implemented method for information streaming to a user interface, the method comprising:
opening a network connection between the user interface and a server of a network contact center using a communications protocol capable of transferring information between a client and a server over a network; receiving, at the networked contact center, a request to stream information to the user interface; keeping the network connection between the user interface and the server of the networked contact center open as a persistent network connection to the user interface; receiving the information, the information including one or more events associated with the networked contact center; and pushing the one or more events to the user interface via the persistent network connection, the one or more events resulting in a change in the user interface without further network requests from the user interface.

2 . The computer-implemented method of claim 1 , wherein the user interface is a web browser that displays a visual indicator of an incoming call from a particular customer, contact information of the particular customer, and enables a rejection button selectable by an agent for rejecting a communication from the particular customer.

3 . The computer-implemented method of claim 1 , wherein keeping the persistent network connection to the user interface includes communicating of the request.

4 . The computer-implemented method of claim 1 , wherein the receiving of the information includes receiving one or more of the following events: an agent is available, a telephone call arrives, a status of an agent changes, an agent picks up a telephone.

5 . The computer-implemented method of claim 1 , wherein effecting of the change in the user interface without further network requests from the user interface includes flashing a telephone icon to indicate an incoming call from a customer.

6 . The computer-implemented method of claim 1 , wherein pushing the one or more events via the persistent network connection includes sending a telephone number and a name of a calling person.

7 . The computer-implemented method of claim 1 , further comprising timing out the persistent network connection after a predetermined period of time.

8 . The computer-implemented method of claim 1 , further comprising queuing further events while the persistent network connection is timed out.

9 . A system for information streaming to a user interface, the system comprising:
communications computer circuitry configured to receive, at a networked contact center, a request to stream information to a user interface, the user interface being associated with the networked contact center; information streaming circuitry configured and arranged to:
open a network connection between the user interface and a server of a network contact center using a communications protocol capable of transferring information between a client and a server over a network;
keep the network connection between the user interface and the server of the networked contact center open as a persistent network connection to the user interface,
receive the information, the information including one or more events associated with the networked contact center; and
terminate the persistent network connection after a predetermined period of time and queuing further events while the persistent network connection is terminated; and
the communications computer circuitry configured to push the one or more events to the user interface via the persistent network connection, the one or more events resulting in a change in the user interface without further network requests from the user interface.

10 . The system of claim 9 , wherein the communications computer circuitry is configured to receive a request to stream the information to a web browser.

11 . The system of claim 9 , wherein the information streaming circuitry is configured to establish the persistent network connection to the user interface.

12 . The system of claim 9 , wherein the information streaming circuitry is configured to receive one or more of the following events: an agent becomes available, a telephone call arrives, a status of an agent changes, an agent picks up a telephone.

13 . The system of claim 9 , wherein the user interface includes a flashing icon of a telephone to indicate an incoming call from a customer.

14 . The system of claim 9 , wherein the communications computer circuitry is configured to send a telephone number and a name of a calling person via the persistent network connection.

15 . A computer-readable medium comprising instructions, which when implemented by one or more processors, perform the following operations:
open a network connection between a user interface and a server of a network contact center using a communications protocol capable of transferring information between a client and a server over a network; receive, at the networked contact center, a request to stream information to the user interface; keep the network connection between the user interface and the server of the networked contact center open as a persistent network connection to the user interface; receive the information, the information including one or more events associated with the networked contact center; push the one or more events to the user interface via the persistent network connection, the one or more events resulting in a change in the user interface without further network requests from the user interface; and terminate the persistent network connection after a predetermined period of time and queuing further events while the persistent network connection is terminated.

16 . The computer-readable medium of claim 15 , wherein the instructions, which when implemented by one or more processors, perform the following operations: receive the request to stream the information to a web browser.

17 . The computer-readable medium of claim 15 , wherein the instructions, which when implemented by one or more processors, perform the following operations: establish the persistent network connection to the user interface.

18 . The computer-readable medium of claim 15 , wherein the instructions, which when implemented by one or more processors, perform the following operations: receive the information including receiving one or more of the following events: an agent is available, a telephone call arrives, a status of an agent changes, an agent picks up a telephone.

19 . The computer-readable medium of claim 15 , wherein the instructions to push the one or more events to the user interface, resulting in a change in the user interface, includes instructions to flash a telephone icon on the user interface to indicate an incoming call from a customer.

20 . The computer-readable medium of claim 15 , wherein the instructions to push the one or more events to the user interface via the persistent network connection includes sending a telephone number and a name of a calling person to the user interface.

Assignees

• 8X8 Inc

Inventors

• Southwick Richard
• Lajugie Mathieu
• Potenza Stephen

Classifications

• H04M3/5191 Primary

  interacting with the Internet · CPC title

• G06Q10/06

  Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling · CPC title

• H04L67/02

  based on web technology, e.g. hypertext transfer protocol [HTTP] · CPC title

• H04L67/14

  Session management (for real-time applications in data packet communications networks H04L65/1066) · CPC title