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    Visual engagement using automatically dynamically selected visualization mediums
    2.
    发明授权
    Visual engagement using automatically dynamically selected visualization mediums 有权

    公开(公告)号：US11736611B2

    公开(公告)日：2023-08-22

    申请号：US17460664

    申请日：2021-08-30

    Applicant: Glance Networks, Inc.

    Inventor： Edward F. Hardebeck ,  Deborah Mendez ,  Richard L. Baker ,  Tom Martin

    IPC: H04M3/51 ,  H04L65/1096 ,  H04L65/1076

    CPC classification number: H04M3/5183 ,  H04L65/1076 ,  H04L65/1096

    Abstract: 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.

    Method and apparatus for implementing co-browsing between domains
    3.
    发明授权
    Method and apparatus for implementing co-browsing between domains 有权

    公开(公告)号：US10291722B1

    公开(公告)日：2019-05-14

    申请号：US15143830

    申请日：2016-05-02

    Applicant: Glance Networks, Inc.

    Inventor： Deborah Mendez

    IPC: G06F15/16 ,  H04L29/08 ,  H04L12/58 ,  H04L29/06

    Abstract: 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.

    Integrating Co-Browsing with Other Forms of Information Sharing
    4.
    发明申请
    Integrating Co-Browsing with Other Forms of Information Sharing 审中-公开

    公开(公告)号：US20150149645A1

    公开(公告)日：2015-05-28

    申请号：US14598919

    申请日：2015-01-16

    Applicant: Glance Networks, Inc.

    Inventor： Deborah Mendez ,  Edward F. Hardebeck ,  Richard L. Baker ,  Claudio Topolcic

    IPC: H04L29/08

    CPC classification number: H04L67/02 ,  G06F3/0484 ,  G06F17/2247 ,  G06F17/30873 ,  G06Q30/016 ,  H04L51/046 ,  H04L65/403 ,  H04L67/141

    Abstract: 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.

    Visual Engagement Using Automatically Dynamically Selected Visualization Mediums
    5.
    发明申请
    Visual Engagement Using Automatically Dynamically Selected Visualization Mediums 有权

    公开(公告)号：US20210029247A1

    公开(公告)日：2021-01-28

    申请号：US16998572

    申请日：2020-08-20

    Applicant: Glance Networks, Inc.

    Inventor： Edward F. Hardebeck ,  Deborah Mendez ,  Richard L. Baker ,  Tom Martin

    IPC: H04M3/51 ,  H04L29/06

    Abstract: 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.

    Method and Apparatus for Accessing Proprietary Resources on a Co-Browse Session
    6.
    发明申请
    Method and Apparatus for Accessing Proprietary Resources on a Co-Browse Session 审中-公开

    公开(公告)号：US20200159818A1

    公开(公告)日：2020-05-21

    申请号：US16686873

    申请日：2019-11-18

    Applicant: Glance Networks, Inc.

    Inventor： Deborah Mendez

    IPC: G06F17/22 ,  G06F16/958 ,  G06F3/14 ,  H04L29/08

    Abstract: 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.

    Presence Enhanced Co-Browsing Customer Support
    8.
    发明申请
    Presence Enhanced Co-Browsing Customer Support 审中-公开
    存在增强的联合浏览客户支持

    公开(公告)号：US20170013073A1

    公开(公告)日：2017-01-12

    申请号：US15270258

    申请日：2016-09-20

    Applicant: Glance Networks, Inc.

    Inventor： Deborah Mendez ,  Edward F. Hardebeck ,  Richard L. Baker

    IPC: H04L29/08

    Abstract: 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.

    Abstract translation: 访问者浏览器上的脚本将有关访问者的信息发布到现场系统。 脚本可以发布诸如访问者正在查看的页面的URL以及标识访问者的任何可用信息之类的信息。 代理连接到存在系统以检测网站上的访问者。 由访问者向存在系统发布的任何识别信息被捕获到代理CRM系统中，以使代理能够在CRM系统中看到CRM系统已知的联系人当前在网站上。 代理人可以通过在场系统向访问者发出信号，以启动协同浏览会话，代理人可以在该会话中查看访问者在网站上的活动。 共同浏览会话可以由代理发起，而不需要访问者采取行动，并且可选地没有访问者的知识。

    Method and apparatus for accessing proprietary resources on a Co-Browse session
    10.
    发明授权
    Method and apparatus for accessing proprietary resources on a Co-Browse session 有权

    公开(公告)号：US11645033B2

    公开(公告)日：2023-05-09

    申请号：US17675222

    申请日：2022-02-18

    Applicant: Glance Networks, Inc.

    Inventor： Deborah Mendez

    IPC: G06F3/14 ,  G06F16/958 ,  G06F40/14 ,  G06F40/154 ,  H04L67/02

    CPC classification number: G06F3/1454 ,  G06F16/986 ,  G06F40/14 ,  G06F40/154 ,  H04L67/02

    Abstract: 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.

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