Glance Networks, Inc.

Other

Picturetel Corporation

Richard L Baker

Edward F Hardebeck

Deborah Mendez

Ed Hardebeck

Claudio Topolcic

Debby Mendez

Ellis Oliver Jones

Tom Martin

Jeffrey G Bernstein

Bernd Girod

Andrew J Norman

Edmund S Thompson

Brendan Ronan

Xiancheng Yuan

Kyle Shank

Joseph R Belmonte

Eric T Myers

Edward J McGowan

Ankit Desai

Masking JavaScript in an embedded browser of an application display identifies areas within the embedded browser that are to be masked to a screensharing client, to enable the screensharing client to redact corresponding regions of the application display when the application display is transmitted on a screenshare session. A list of CSS selectors is provided to the masking script identifying HTML elements in the DOM that are to be masked. The masking script determines the locations and sizes of the HTML elements within the embedded browser and reports the masked areas to a screensharing client. The screensharing client correlates the masked areas within the embedded browser to regions of the application display containing the embedded browser. The screensharing client redacts the correlated regions from the screensharing data and does not transmit the redacted regions to prevent information appearing in the redacted regions from being transmitted on the screenshare session.

Masking sensitive information while screensharing HTML elements

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

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 video sender loads sender video processing JavaScript into a browser, the sender video processing JavaScript being configured to receive video from a source connected to the first computer, encode images of the video into a H.26x encoded video format, package the encoded video into WebM or FMP4 format, and output the packaged/encoded video on the communication network. A video receiver loads receiver video JavaScript in its browser, the receiver video JavaScript comprising a video format detector, a WebM deboxer, a FMP4 deboxer, a H.26x video decoder, and a rendering engine. The video format detector determines whether received video is packaged using WebM or FMP4 and sends the video to the respective deboxer. The deboxed video is then decoded using the H.26x decoder and the images are rendered by the rendering engine. Timestamps and byte counts are inserted into the video packages, and acknowledgments are used to determine excess latency.

Low latency live video on a communication session

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

Display information may be captured, selectively encoded, and transmitted to a server during a remote viewing session. The server implements a decoder and a virtual display which is updated as information is received from the display. Browser based Javascript viewers connect to the server and request updated information associated with the remote viewing session. When the server receives an update request, the server creates images based on the content of the virtual display and transmits the location and dimensions of changed images to the viewer, which uses this information to request and display the images. By transmitting the content of the remote viewing session as a series of images, a viewer may participate in a remote viewing session using any device capable of running a browser. Since images are transmitted to viewers on demand, bandwidth limitations associated with transmission of images are automatically accommodated.

Method and apparatus for facilitating participation in a remote viewing session

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

Customer Relationship Management software is integrated with a screen sharing capabilities to enable information about screen sharing sessions to be populated into records associated with the customer relationship management software. Sessions may be started from within the CRM software or may be started independently and information associated with the session may be captured and used to update the CRM records. Once the session has ended, information about who was invited to the session, who attended the session, and how long the session lasted is populated into the CRM record. Sessions may be scheduled in advance or implemented directly in real time. Managers may receive notice of the sessions by electing to follow sessions created by particular sales representatives, particular records, or other data objects. Dashboards may be used to summarize sessions to provide indications of how sessions are being used by sales professionals in connection with interaction with customers.

Integrating screen sharing sessions with customer relationship management

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.

Method and apparatus for enabling participants to assume control over a presentation in a remote viewing session

First video showing content displayed on a touch sensitive screen is combined with second video from a camera showing a user's interaction with the touch sensitive screen. The second video is filtered (digitally or physically) to prevent the camera from capturing the content of the touch sensitive screen. Combining the first video with the second video creates a combined video containing both a high quality image of the graphic user interface of an application appearing on the touch sensitive screen as well as how a person operating the application is gesturing and otherwise touching the touch sensitive screen when interacting with the application.

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Belmont, MA, United States of America

Richard L Baker