International Business Machines Corporation

Yoichi Yoshida

Akira Ohkado

Satoshi Kawase

Rika Kusuda

Makoto Kobayashi

Koichi Takahashi

Brian L Pulito

Shuang Chen

Kevin Solie

Tetsunosuke Fujisaki

James P Galvin

Kiyoshi Ono

Mitsugu Kanetake

Jun Kaneta

Mitsuru Ohshima

A system for allowing call center agents to initiate text chat, audio and/or video communication, as well as collaborative browsing with potential customers visiting web pages includes a customer monitoring applet that monitors the behavior of the customer via the web browser and sends information to a router process, the information including information identifying the customer, the web page location, status of a transaction, etc. The router process uses the information supplied to it from the customer monitoring applet, as well as information on one or more available agent processes to determine which call agent would be appropriate to initiate contact with the potential customer. The router process transmits the information identifying the customer to the selected agent process for presentation to the agent. The agent can monitor the status of the customer, as well as other customers, and send a request to initiate communication, if appropriate. The router process uses a customer status database and an agent status database to determine which agent is appropriate for a particular customer.

Method and apparatus for routing call agents to website customers based on customer activities

A collaboration client's behavior is changed according to context while collaborating on an internet. An HTTP request from a customer-side browser is sent to a web server via an information terminal support server. The web server then sends context in response to the request to the customer-side web browser via the information terminal support server. The information terminal support server then checks the contents of the context, and when it is determined that there is agreement with a predetermined condition, a command is inserted into the context. Context without the command inserted is sent to the customer-side web browser, and context with the command inserted is sent to the agent-side web browser. A client program of the agent-side information terminal then reads the embedded command using an API possessed by a web browser and carries out processing in order to prohibit form submission and form alteration and conceal specific forms or fields in accordance with the contents of this command.

Method and system for changing a collaborating client behavior according to context

The present invention provides an apparatus and method for, in a browser equipped telephone, transmitting a URL together with a voice message when a called party is set to an answering mode, and allowing URL information to be extracted and passed to the browser when a recorded message is played or reproduced.

Apparatus and method for recording URL together with voice message in a browser equipped telephone

A customer browser and an agent browser are connected to each other through a collaboration server, and a Web server is controlled so as to be accessed through the collaboration server. When the browsers and refer to a page, the collaboration server embeds an applet for detecting a change in the page and a client controller for displaying a page corresponding to changed page information of the other party which performs collaboration. When the customer and agent browsers detect the change in the page, the applet is invoked, and the changed page information is sent to the other party via the collaboration server, and the client controller on the other party controls the browser so as to display the changed page.

Method for acquiring content information, and software product, collaboration system and collaboration server for acquiring content information

A technique for permitting collaboration and coordination between the content displayed in multiple web browsers, such as the browser for a customer and the browser for a company agent. An HTTP request is sent from a customer browser to a web server via a collaboration server. The web server then sends an HTTP message responding to this request to the customer web browser via the collaboration server. At this time, the collaboration server refers to stored information, such as past history information and customer purchasing records. When the HTTP message includes data which corresponds to a predetermined condition relative to the stored information, the collaboration server embeds a program for displaying predetermined information in the HTTP message. The modified HTTP message is then sent to one of a customer browser or the browser of a collaborating agent collaborating with the customer or both, and the embedded program is executed and predetermined information is displayed. Preferably, the embedded command is in the form of a JavaScript program which is executed by the web browser, which causes the embedded information to be displayed in a separate window.

Technique for permitting collaboration between web browsers and adding content to HTTP messages bound for web browsers

An information terminal connected to one of a plurality of servers which are allocated by a dispatcher is connected to another information terminal via its allocated server. When a Web Browser is connected to a Web Server via a Dispatcher , a content including a button for requesting the agent side for connection is displayed in the web screen. When the customer clicks this button, a customer ID and an IP address of the server are stored in a table . After a CTI Server allocated an agent, an Agent proxy obtains an IP address corresponding to the customer to be connected and accesses to the server

System for coordinating communication between a terminal requesting connection with another terminal while both terminals accessing one of a plurality of servers under the management of a dispatcher

A server system that is connected to one or more networks, e.g., the Internet, corporate or government intranets, extranets, etc. The server has one or more application files or configuration sets that the server serves to from one or more kiosks on the network. The configuration sets are application specific. (An application is a use for which the kiosks are configured or reconfigured.) One or more of the files in the configuration sets include one or more embedded (control) programs that are used to control the local APIs of one or more of the devices on the kiosk. In this way, the devices are controlled to configure the kiosk to perform the application.

Server for reconfiguring control of a subset of devices on one or more kiosks

A graphical user interface is provided which can create a predicate for searching for data using only mouse operations on the desktop, and apply the predicate to a database system containing objects to be searched. The user can identify a primitive predicate by inputting search items (that is, file attributes) on the desktop, and can create a logical operation expression for identifying search conditions by displaying a composite predicate representing a logical operator as a folder, and by dragging and dropping an icon representing the predicate on that folder. The logical operation expression can be hierarchically organized and stored. Moreover, a predicate can be displayed on the desktop on a desired hierarchical level by opening or closing an icon for each composite predicate from an icon to a folder, or a folder to an icon. A predicate can be applied as search conditions by dropping an icon representing the created predicate on a folder representing a database (in this case, the dropped object of display becomes the search range). Further, the predicate can be applied to the database by dropping an icon representing the database on a predicate icon (or, folder).

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Machida, Japan

Yoichi Yoshida