Glance Networks, Inc.

Other

Deborah Mendez

Richard L Baker

Edward F Hardebeck

Brendan Ronan

Claudio Topolcic

Tom Martin

Andrew J Norman

Ellis Oliver Jones

Edward J McGowan

Robert D Ketchell, Iii

Kyle Shank

Joseph R Belmonte

Carlos Smith

Secure sharing of a document on a co-browse session is implemented by causing a JavaScript implemented document viewer to create HTML5 description of a rendered view of a document's content, and transmitting the HTML5 description of the rendered view of the document content as a DOM elements on the co-browse session. The rendered view of the document is overlayed on the web page being co-browsed, which enables the participants to the co-browse session to collaboratively view the rendered view of the document. However, since the document itself only resides in the visitor's browser, the document itself is not transmitted on the co-browse session. Media URLs can also be shared, and the participants' views of the audio/video media is synchronized by causing the video to play locally at each participant but synchronized with the visitor. Live video of the participants to the co-browse session is also implemented.

Method and apparatus for securely co-browsing documents and media URLs

Restricting and logging editing operations in a co-browse session, includes establishing a co-browse session between a first participant and a second participant in which a Document Object Model (DOM) of a first browser at the first participant is transmitted to the second participant, and used at the second participant to recreate a content of the first browser at a second browser. The DOM includes a plurality of DOM elements. A list of editable elements is implemented at the first browser, the list of editable elements specifying a first subset of the DOM elements, fewer than all of the DOM elements. When restricted editing is enabled on the co-browse session, the second participant is allowed to interact with any DOM element of the first subset of DOM elements but is not allowed to interact with any DOM elements not in the first subset of DOM elements.

Restricted editing and edit logging in a co-browse session

In the context of a co-browse session, one of the participants elects to include a screenshare task in which a screenshare of a browser window displaying a website will be provided to other participants of the co-browse session. When the screenshare task is started, a location of an address bar of the web browser is identified, optional pre-processing is applied to the image of the address bar, and a character recognition process, is used to determine the characters of the URL in the browser's address bar. The URL is compared with a list of allowed website URLs, and the screenshare session is selectively allowed only if the URL is contained in the list of allowed URLs. Once the URL has been approved, a slice of pixels the address bar is obtained and monitored for changes to the pixels that may indicate a change to the URL.

Restricting screenshare of web pages to select list of allowed website URLs

A method and apparatus for visual engagement using automatically dynamically selected visualization mediums is described that will allow visual engagement via visual engagement sessions between customers and agents regardless of the type of application in use at the customer. Calls between customers and agents are implemented using the Public Switched Telephone Network (PSTN) or Voice over Internet Protocol (VoIP), and visual engagement sessions are added to the calls, which enables visual engagement to occur without requiring modification of the manner in which calls are handled (routed) and bridged at the call center. In some embodiments, to enable an agent to see an output of an application client in use by a customer, a visualization system automatically selects one or more types of visualization technology for a visualization session with the customer based on the type of application client in use at the customer.

Visual engagement using automatically dynamically selected visualization mediums

A co-browse service implements a resource acquisition process to enable proprietary resources to be accessed on a co-browse session. In some embodiments, co-browse JavaScript in a visitor browser converts some or all of the resource URLs of the DOM to point to the resource acquisition process so that the agent browser seeks to retrieve the URLs referenced resources from the resource acquisition process rather than from the website. The resource acquisition process, in turn, obtains the resources from the website or the visitor browser. Since the resource acquisition process is able to obtain the proprietary resources on behalf of the agent and provide the proprietary resources to the agent during the co-browse session, the agent is able to have a consistent view of the visitor's browser during the co-browse session.

Method and apparatus for accessing proprietary resources on a Co-Browse session

Method and apparatus for accessing proprietary resources on a co-Browse session

Co-browsing shadow DOM elements is enabled by detecting shadow host DOM elements and nested shadow host DOM elements on the visitor DOM. Identifiers are attached to the DOM elements within shadow DOM regions to uniquely and efficiently identify the DOM elements within shadow DOM regions and nested shadow DOM regions. When shadow DOM elements are transmitted on the co-browse session, the identifiers specify where the DOM elements are located (which shadow DOM regions) so that the agent co-browse JavaScript is able to efficiently locate the DOM elements without querying each shadow DOM region. The agent co-browse JavaScript maintains a map correlating shadow root identifiers with the HTML of the shadow DOM regions and associated constructed stylesheets, so that the HTML of a shadow DOM region is not required to be re-transmitted if the portion of the DOM including the shadow host is replaced.

Method and apparatus for co-browsing shadow DOM elements

Script on a visitor's browser posts information about the visitor to a presence system. The script may post information such as the URL of the page being viewed by the visitor and any available information identifying the visitor. Agents connect to the presence system to detect visitors on the website. Any identifying information posted by the visitors to the presence system is captured into the agent CRM system to enable the agents to see, within the CRM system, which contacts known to the CRM system are currently on the website. The agent may signal the visitor through the presence system to initiate a co-browse session on which the agent can see the visitor's activities on the website. The co-browse session may be initiated by the agent without requiring the visitor to take action and optionally without the visitor's knowledge.

Presence enhanced co-browsing customer support

An agent providing customer support to visitors on a website can co-browse with the visitors as they interact with the website. The agent is provided with a list of authorized third-party domains. Upon selection of one of the authorized third-party domains, an invitation will be sent to the visitor to co-browse with the agent on the website in the unaffiliated third-party domain. Acceptance of the invitation causes a co-browse browser extension to be downloaded to the visitor's browser and redirects the visitor's browser to the website in the third-party domain. The co-browse browser extension contains co-browse script to replicate the DOM of the visitor's browser to the agent so that the agent can view the visitor's browser as the visitor interacts with the website in the third-party domain.

Method and apparatus for enabling co-browsing of third party websites

A communication session extant via a first browser window may be continued from a first web page in a first domain to a second web page in a second domain by causing the second web page to be opened in a second browser window. The first browser window and second browser window open message handlers and use post message to forward a communication session ID to the second browser window. Where the communication session ID is written into a first domain first-party cookie by script on the first web page, messaging the communication session ID to the second browser window enables script on the second web page to write the value of the first domain first-party cookie into a second domain first-party cookie. The communication session ID can then be used to continue the communication session by the script of the second web page.

Method and apparatus for implementing co-browsing between domains

A co-browse service uses JavaScript to allow a web page shown in a user's browser to be viewed remotely. Updates to the web page are rendered into HTML and forwarded on the co-browse session. Aspects of the web page that should not be visible are specified in a list of masked elements which prevents the JavaScript from transmitting the content of those elements on the co-browse session. A person viewing the web page at the remote location can select objects to have those objects highlighted within the user's browser. Likewise the person viewing the web page may manipulate the objects by selecting objects and entering information into the objects. Updates to the web page are collected and aggregated such that only the most recent updates are forwarded on the co-browse session. Updates that don't affect the DOM, such as hover state, are also transmitted on the session.

Integrating co-browsing with other forms of information sharing

A display computer running remote viewing software may detect when a UAC dialog is shown and send a generic representation of the UAC to viewer participants. Although the software cannot capture the UAC dialog itself, it can detect when a UAC dialog occurs and generate its own generic representation of the UAC dialog to be presented to the viewer participants. The generic representation may include an instruction for the viewer participant to instruct the display participant to respond to the UAC dialog and a generic image of an example UAC dialog.

Growing community of inventors

Arlington, MA, United States of America

Deborah Mendez