WO2015130941A1

WO2015130941A1 - Systems and methods for communication management

Info

Publication number: WO2015130941A1
Application number: PCT/US2015/017769
Authority: WO
Inventors: Steven SHEFVELAND
Original assignee: Ashesi Global Services, Inc. (Ags)
Priority date: 2014-02-28
Filing date: 2015-02-26
Publication date: 2015-09-03

Abstract

Provided are methods and systems for communication management. The method can comprise a communication processing system receiving a request for a communication session with an agent from a communication session requestor, and receiving information associated with the communication session requestor. The communication processing system can determine one of a plurality of agents, and transmit the request for the communication session with an agent and the information associated with the communication session requestor to the determined agent. The communication session between the communication session requestor and the determined agent can be established.

Description

SYSTEMS AND METHODS FOR COMMUNICATION MANAGEMENT

CROSS REFERENCE TO RELATED PATENT APPLICATION

[0001] This application claims priority to U.S. Provisional Application No.

61/946,325 filed on February 28, 2014, herein incorporated by reference in its entirety.

BACKGROUND

[0002] Customer service calls are traditionally telephone based. A customer can access a service center via dialing a telephone number. During a customer service call, a customer often needs to provide user information (such as customer account number, customer name, customer address, customer social security number) to a service agent in order to receive a service. A service agent often needs to search a database using the provided user information in order to provide the requested service. There is a need for more sophisticated methods and systems for

communication management during a service call.

SUMMARY

[0003] It is to be understood that both the following general description and the following detailed description are exemplary and explanatory only and are not restrictive, as claimed. Provided are methods and systems for communication management. An example method can comprise a communication processing system receiving a request for a communication session with an agent from a

communication session requestor. Information associated with the communication session requestor can be received by the communication processing system. One of a plurality of agents can be determined. The communication processing system can transmit the request for the communication session with an agent from the communication session requestor and the information associated with the communication session requestor to the determined agent. The communication session between the communication session requestor and the determined agent can be established.

[0004] In an aspect, an example method can comprise a communication processing system receiving a request for a communication session with an agent from a user device. One of a plurality of agents can be determined. Information associated with the determined agent can be obtained. The communication processing system can transmit the request for the communication session according to the information associated with the determined agent. The communication session between the user device and the determined agent can be established.

[0005] Additional advantages will be set forth in part in the description which

follows or may be learned by practice. The advantages will be realized and attained by means of the elements and combinations particularly pointed out in the appended claims.

BRIEF DESCRIPTION OF THE DRAWINGS

[0006] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments and together with the description, serve to explain the principles of the methods and systems:

Figure 1 is a block diagram of an exemplary system for communication

management;

Figure 2 is a flowchart illustrating an example method for communication management;

Figure 3 is a flowchart illustrating another example method for communication management;

Figure 4 is a block diagram of an exemplary system in which the present methods can operate; and

Figure 5 is a block diagram illustrating an example computing device in which the present methods can operate.

DETAILED DESCRIPTION

[0007] Before the present methods and systems are disclosed and described, it is to be understood that the methods and systems are not limited to specific methods, specific components, or to particular implementations. It is also to be understood that the terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting.

[0008] As used in the specification and the appended claims, the singular forms "a,"

"an," and "the" include plural referents unless the context clearly dictates otherwise. Ranges may be expressed herein as from "about" one particular value, and/or to "about" another particular value. When such a range is expressed, another embodiment includes from the one particular value and/or to the other particular value. Similarly, when values are expressed as approximations, by use of the antecedent "about," it will be understood that the particular value forms another embodiment. It will be further understood that the endpoints of each of the ranges are significant both in relation to the other endpoint, and independently of the other endpoint.

[0009] "Optional" or "optionally" means that the subsequently described event or circumstance may or may not occur, and that the description includes instances where said event or circumstance occurs and instances where it does not.

[0010] Throughout the description and claims of this specification, the word

"comprise" and variations of the word, such as "comprising" and "comprises," means "including but not limited to," and is not intended to exclude, for example, other components, integers or steps. "Exemplary" means "an example of and is not intended to convey an indication of a preferred or ideal embodiment. "Such as" is not used in a restrictive sense, but for explanatory purposes.

[001 1] Disclosed are components that can be used to perform the disclosed methods and systems. These and other components are disclosed herein, and it is understood that when combinations, subsets, interactions, groups, etc. of these components are disclosed that while specific reference of each various individual and collective combinations and permutation of these may not be explicitly disclosed, each is specifically contemplated and described herein, for all methods and systems. This applies to all aspects of this application including, but not limited to, steps in disclosed methods. Thus, if there are a variety of additional steps that can be performed it is understood that each of these additional steps can be performed with any specific embodiment or combination of embodiments of the disclosed methods.

[0012] The present methods and systems may be understood more readily by

reference to the following detailed description of preferred embodiments and the examples included therein and to the Figures and their previous and following description.

[0013] As will be appreciated by one skilled in the art, the methods and systems may take the form of an entirely hardware embodiment, an entirely software embodiment, or an embodiment combining software and hardware aspects. Furthermore, the methods and systems may take the form of a computer program product on a computer-readable storage medium having computer-readable program instructions (e.g., computer software) embodied in the storage medium. More particularly, the present methods and systems may take the form of web- implemented computer software. Any suitable computer-readable storage medium may be utilized including hard disks, CD-ROMs, optical storage devices, flash memory internal or removable, or magnetic storage devices.

[0014] Embodiments of the methods and systems are described below with

reference to block diagrams and flowchart illustrations of methods, systems, apparatuses and computer program products. It will be understood that each block of the block diagrams and flowchart illustrations, and combinations of blocks in the block diagrams and flowchart illustrations, respectively, can be implemented by computer program instructions. These computer program instructions may be loaded onto a general purpose computer, special purpose computer, or other programmable data processing apparatus to produce a machine, such that the instructions which execute on the computer or other programmable data processing apparatus create a means for implementing the functions specified in the flowchart block or blocks.

[0015] These computer program instructions may also be stored in a computer- readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including computer- readable instructions for implementing the function specified in the flowchart block or blocks. The computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer-implemented process such that the instructions that execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart block or blocks.

[0016] Accordingly, blocks of the block diagrams and flowchart illustrations

support combinations of means for performing the specified functions, combinations of steps for performing the specified functions and program instruction means for performing the specified functions. It will also be understood that each block of the block diagrams and flowchart illustrations, and combinations of blocks in the block diagrams and flowchart illustrations, can be implemented by special purpose hardware-based computer systems that perform the specified functions or steps, or combinations of special purpose hardware and computer instructions.

[0017] Provided are methods and systems for communication management. An example method can comprise a communication processing system receiving a request for a communication session with an agent from a communication session requestor. The communication processing system can also receive information associated with the communication session requestor. The communication processing system can determine one of a plurality of agents. The communication processing system can transmit the request for the communication session with an agent from the communication session requestor and the information associated with the communication session requestor to the determined agent. In an aspect, the communication session between the communication session requestor and the determined agent can be established.

[0018] FIG. 1 illustrates various aspects of an exemplary environment in which the present methods and systems can operate. The present disclosure is relevant to systems and methods for communication management. In one aspect of the disclosure, a system can be configured to provide services, such as customer services to a user device. Those skilled in the art will appreciate that present methods may be used in various types of networks and systems that employ both digital and analog equipment. One skilled in the art will appreciate that provided herein is a functional description and that the respective functions can be performed by software, hardware, or a combination of software and hardware.

[0019] An example communication management system can comprise a user device

102 in communication with a computing device 104. The user of the user device 102 and/or the user device 102 itself can be a communication session requestor. The computing device 104 can be a communication processing system. The computing device 104 can be disposed locally or remotely relative to the user device 102. As an example, the user device 102 and the computing device 104 can be in communication via a private and/or public network 105, such as the Internet or a local area network. Other forms of communications can be used, such as wired and wireless telecommunication channels, for example, IX, 3 G, 4G, 4G LTE network.

[0020] In an aspect, the user device 102 can comprise an electronic device, such as a computer, a smart phone, a VoIP phone, a laptop, a tablet, a display device, or other device capable of communicating with the computing device 104. As an example, the user device 102 can comprise a communication element 106 for providing an interface to a user to interact with the user device 102 and/or the computing device 104. In an aspect, the communication element 106 can comprise an antenna (e.g., Wi-Fi antenna, cellular antenna, and the like). The communication element 106 can be any interface for presenting and/or receiving information to/from the user, such as user feedback. An example interface may be communication interface, such as a web browser (e.g., Internet Explorer, Mozilla Firefox, Google Chrome, Safari, or the like). Other software, hardware, and/or interfaces can be used to provide

communication between the user and one or more of the user device 102 and the computing device 104. As an example, the communication element 106 can request or query various files and/or services from a local source and/or a remote source. As a further example, the communication element 106 can transmit data to a local or remote device, such as the computing device 104.

[0021] In an aspect, the user device 102 can be associated with a user identifier or device identifier 108. As an example, the device identifier 108 can be any identifier, token, character, string, and/or the like, for differentiating one user or user device (e.g., user device 102) from another user or user device. In a further aspect, the device identifier 108 can identify a user or user device as belonging to a particular class of users or user devices. As a further example, the device identifier 108 can comprise information relating to the user device, such as a manufacturer, a model or type of device, a service provider associated with the user device 102, a state of the user device 102, a locator, a label or classifier, and/or the like. For example, the device identifier 108 can comprise a factory-generated unique device identifier number (UDID). Other information can be represented by the device identifier 108. As an example, the computing device 104 can identify a request for communication session from the user device 102 by the device identifier 108.

[0022] In an aspect, the device identifier 108 can comprise an address element 110 and/or a service element 112. In an aspect, the address element 110 can comprise or provide an internet protocol address, a network address, a media access control (MAC) address, an Internet address, a telephone number, and/or the like. As an example, the address element 110 can be relied upon to establish a communication session between the user device 102 and the computing device 104 or other devices and/or networks. As a further example, the address element 110 can be used as an identifier or locator of the user device 102. In an aspect, the address element 110 can be persistent for a particular network. As an example, the computing device 104 can identify a request for communication session from the user device 102 by the address element 110.

[0023] The service element 112 can comprise an identification of a service provider associated with the user device 102 and/or with the class of user device 102. The class of the user device 102 can be related to a type of device, capability of device, type of service being provided, and/or a level of service (e.g., business class, service tier, service package, type of service, etc.). As an example, the service element 112 can comprise information relating to or provided by a service provider (e.g., customer service provider) that is providing or enabling data flow such as communication services to the user device 102. As a further example, the service element 112 can comprise information relating to a preferred service provider for one or more particular services relating to the user device 102. As an example, service element 112 can comprise a piece of code to identify a brand that an agent is representing. In an aspect, the address element 110 can be used to identify and/or retrieve data from the service element 112, or vise versa. As a further example, one or more of the address element 110 and the service element 112 can be stored remotely from the user device 102 and retrieved by one or more devices, such as the user device 102 and the computing device 104. Other information can be represented by the service element 112. In an aspect, the service element 112 can associate the device identifier 108 and/or address element 110 with information associated with a user or user device.

[0024] In an aspect, when the user device 102 transmits a request for a

communication session to the computing device 104, information associated with the communication session requestor (e.g., user of the user device 102 and/or user device 102) can be transmitted. As an example, the information associated with the communication session requestor can comprise user name, user account, user login credential, location, time, and the like. In another aspect, information associated with the user device 102, such as device identifier 108, address element 110, and service element 112, can be transmitted from the user device 102 to the computing device 104.

[0025] In an aspect, the computing device 104 can be a communication processing system. As an example, the computing device 104 can communicate with the user device 102 for providing data and/or services. As an example, the computing device 104 can provide services, such as voice communications, network (e.g., Internet) connectivity, network printing, media management (e.g., media server), content services, customer service, streaming services, broadband services, and/or other network-related services. In an aspect, the computing device 104 can allow the user device 102 to interact with remote resources, such as agents, data, devices, and/or files. For example, the computing device 104 can communicate with a user device on another network capable of communicating with the computing device 104. As an example, the computing device 104 can be configured as (or disposed at) a central location (e.g., processing facility), which can receive information (e.g., data) from multiple sources. The computing device 104 can combine the information from the multiple sources and can transmit the information to one or more user devices (not shown).

[0026] In an aspect, the computing device 104 can manage communication between the user device 102 and one or more other user devices: for example, user devices associated with a plurality of customer service agents. In an aspect, the one or more other user devices can be the same type of device as the user device 102, such as a computer, a VoIP phone, a smartphone, a laptop, a tablet, a mobile device, or other device capable of communicating with the computing device 104.

[0027] In an aspect, the computing device 104 can manage the communication

between the user device 102 and a database 114 for sending and receiving data therebetween. As an example, the database 114 can store a plurality of files (e.g., web pages), user identifiers or records, and/or other information. As a further example, the user device 102 can request and/or retrieve a file from the database 114. In an aspect, the database 114 can store information relating to the user device 102, such as the address element 110 and/or the service element 112. As an example, the computing device 104 can obtain the device identifier 108 from the user device 102 and retrieve information from the database 114, such as the address element 110 and/or the service elements 112. As a further example, the computing device 104 can obtain the address element 110 from the user device 102 and can retrieve the service element 112 from the database 114, or vice versa. Any information can be stored in and retrieved from the database 114. The database 114 can be disposed remotely from the computing device 104 and accessed via direct or indirect connection. The database 114 can be integrated with the computing system 104 or some other device or system.

[0028] In an aspect, a network device 116 can facilitate the connection of a device, such as user device 102, to the network 105. As an example, the network devices 116 can be configured as a wireless access point (WAP). In an aspect, the network devices 116 can be configured to allow one or more wireless devices to connect to a wired and/or wireless network using Wi-Fi, Bluetooth or any desired method or standard.

[0029] The network devices 116 can be configured as a local area network (LAN).

As an example, one or more network devices 116 can comprise a dual band wireless access point. As an example, the network device 116 can be configured with a first service set identifier (SSID) (e.g., associated with a user network or private network) to function as a local network for a particular user or users. As a further example, the network device 116 can be configured with a second service set identifier (SSID) (e.g., associated with a public/community network or a hidden network) to function as a secondary network or redundant network for connected communication devices.

[0030] The network device 116 can comprise an identifier 118. As an example, one or more identifiers can be or relate to an Internet Protocol (IP) Address IPV4/IPV6 or a media access control address (MAC address) or the like. As a further example, identifier 118 can be a unique identifier for facilitating communications on the physical network segment. In an aspect, each of the network devices 116 can comprise a distinct identifier 118. As an example, the identifiers 118 can be associated with a physical location of the network devices 116.

[0031] In an aspect, the user device 102 can communicate with the computing

device 104 via the network 105 without using the network device 116. For example, a telephone can communicate with a computing device at a call center through a cellular network without using the network device 116.

[0032] In an aspect, the computing device 104 can comprise a server 120 to process a communication request from a user device (e.g., user device 102). The server 120 and the computing device 104 can be implemented as separate network entities or reside in a common location. In the latter case, the communication between the server 120 and computing device 104 can be performed by way of internal functionality. For example, the communication can be made by sending internal messages, communicating via a communication protocol between devices through direct links, and the like.

[0033] The computing device 104 can serve as an edge server to establish a

communication session between the user device 102 and one or more user devices (not shown). For example, the computing device 104 can comprise one or more communication protocol servers. As another example, the computing device 104 can comprise a video communication processing system. The computing device 104 can operate as a server (a proxy server, a communication management server, an application server, etc.), a gateway node (a session border controller (SBC), a media gateway control function ((MGCF), etc.), or a data management unit (e.g., an intelligent routing database (IRDB)).

[0034] In an aspect, the computing device 104 can be used to establish mutually acceptable administrative procedures between different networks and systems. The computing device 104 can comprise devices, such as protocol translators, impedance matching devices, rate converters, fault isolators, or signal translators as necessary to provide system interoperability.

[0035] In an aspect, the network 105 can exploit a messaging protocol that enables communication between the user device 102 and the computing device 104 through at least one network node or other functional element within the network 105. Some examples of the network 105 include public switched telephone network (PSTN) system, public land mobile network (PLMN) systems, wireless distribution systems, wireless distribution systems, wired or cable distribution systems, coaxial cable distribution systems, ultra high frequency (UHF) or very high frequency (VHF) radio frequency systems, satellite or other extra-terrestrial systems, cellular distribution systems, power-line broadcast systems, fiber optic networks, and any combinations of these systems and/or networks.

[0036] It should be noted the present disclosure can be applicable in any network environment employing a computing device, a server, a user device, and/or other network entity that is involved in the management of sessions between devices on the network. In order to facilitate an understanding of the disclosure, particular examples of network environments are described herein. However, the present disclosure is not limited thereto and is equally applicable to other analogous network environments, as will be readily apparent to those skilled in the art from the description provided herein.

[0037] FIG. 2 is a flow chart illustrating an example method 200 for communication management. At step 202, a request for a communication session with an agent from a communication session requestor can be received. In an aspect, the request for a communication session can be received by a communication processing system (e.g., computing device 104). In an aspect, the communication session requestor can be a user device (e.g., user device 102). The request for a communication session with an agent from a communication session requestor can be transmitted by a user logging in an application installed on the user device 102. As an example, the user device 102 can comprise a computer, a VoIP phone, a smartphone, a laptop, a tablet, a mobile device, and/or the like. As another example, the agent can be a customer service agent. As another example, the communication processing system (e.g., computing device 104) can comprise a server (a proxy server, a communication management server, an application server, etc.), a gateway node (a session border controller (SBC), a media gateway control function ((MGCF), etc.), or a data management unit (e.g., an intelligent routing database (IRDB)). As another example, the communication session can comprise one or more of: internet video calls, multimedia distribution, multimedia conferences, and presentations. In an aspect, the user device 102 can transmit a request for a communication session to the communication processing system (e.g., computing device 104) over standard Internet protocols, such as hypertext transfer protocol (HTTP), hypertext transfer protocol secure (HTTPS), simple object access protocol (SOAP), universal description, discovery and integration (UDDI), file transfer protocol (FTP), transmission control protocol/internet protocol (TCP/IP) sockets FTP, remote authentication dial in user service (RADIUS), terminal access controller access- control system (TACACS), diameter protocol, extensible authentication protocol (EAP), Kerberos protocol, HTTP, blocks extensible exchange protocol (BEEP), and/or any other appropriate data transport mechanism.

[0038] At step 204, information associated with the communication session

requestor can be received. As an example, the information associated with the communication session requestor can comprise one or more of: location, time, user profile, account information, login credentials, purpose of the communication session, device identifier, network address, and/or the like. For example, the location of the communication requestor can comprise coordinates, such as latitude, longitude, altitude and/or the like from a global positioning system (GPS). As another example, the time can comprise a time of initiating the communication request, a waiting time since the request is initiated, and/or the like. As another example, the user profile can comprise a user name, a user's preferred service provider, a user's account status with a plurality of service providers, and/or the like. As an example, the purpose of the communication session can comprise a product purchase, a car rental, a hotel reservation, a flight reservation, and/or the like. As an example, the device identifier can comprise the device identifier 108, such as a UDID associated with the communication session requestor. As another example, the network address can comprise a MAC address, an IP address associated with the communication session requestor, and/or the like. In an aspect, the information associated with the communication session requestor can comprise an agency identifier of a service agency the communication session requestor is intended to reach.

At step 206, one of a plurality of agents can be determined. As an example, the request for a communication session with an agent from the communication session requestor can be a request to communicate with a customer service agent of a car rental agency. The communication processing system (e.g., computing device 104) can determine a plurality of customer service agents associated with the car rental agency, for example, based on the received agency identifier. In another aspect, one of the plurality of agents can be determined to receive the request for a communication session. For example, the communication processing system (e.g., computing device 104) can identify a customer service agent with the most capacity to process a request (e.g., determine a customer service agent with the least number of communication requests waiting to be processed). As another example, the communication processing system (e.g., computing device 104) can identify a customer service agent available to accept a communication request (e.g., determine whether a user device association with a specific customer service agent is currently engaged). As another example, a skill level can be considered when one of the plurality of agents is determined. For example, when a VIP customer is requesting a communication session, a top-rated agent can be selected to receive the request. As another example, if the communication session requestor is associated with a certain type of product, an agent that handles the certain type of product can be selected to receive the request. As another example, if the communication request is for a quick check out, an agent that is known to be fast in handling check outs can be selected. As another example, if the communication request is for a product purchase, an agent that is known to be a top-rated seller can be selected.

[0040] At step 208, the request for the communication session with an agent from the communication session requestor and the information associated with the communication session requestor can be transmitted to the determined agent. In an aspect, a network address (e.g., MAC address, IP address) associated with the determined agent can be determined. In an aspect, the request for the communication session and the information associated with the communication session requestor can be transmitted to the agent according to the network address associated with the determined agent. As an example, the communication processing system (e.g., computing device 104) can notify the determined agent via transmitting a SIP INVITE to the network address associated with the determined agent. The notification can be in form of a popup dialog, overlay, email, text, ring sound and/or the like on a user device associated with the determined agent. As an example, the notification can comprise information associated with the requestor of the communication session, such as location, time, user profile, user account, login credentials, and/or the like.

[0041] In an aspect, the communication session can remain in a queue until the determined agent is available to accept the request. The communication session requestor can be provided with an estimated waiting time (e.g., in seconds). In an aspect, the estimated waiting time can be displayed on the user device associated with the communication session requestor. In another aspect, the agent can be informed of the identity and/or location of the user device associated with the communication requestor. For example: the agent can be able to view a message "Incoming video call from an iPad located at the intersection between 24^th and Broadway Street, Manhattan." Accordingly, the agent can provide customized service to the communication session requestor at the indicated location. [0042] At step 210, the communication session between the communication session requestor and the agent can be established. As an example, a voice call, a video call, video conferencing, streaming multimedia distribution, instant messaging, and/or the like can be established. The communication session can be established when the determined agent accepting the SIP INVITE from the communication processing system (e.g., computing device 104). In an aspect, an optical character recognition (OCR) can be implemented in order to process payment information (e.g., credit card information), flight information (e.g., flight ticket), car rental information (e.g., reservation number), and/or the like during the communication session.

[0043] In an aspect, once the communication session is established, content of the communication session can be recorded and stored in a communication session log. The communication session log can be stored in the communication processing system. As an example, the communication session log can comprise video content of the communication session, the device identifier 108 and/or the address identifier 110, information associated with the communication session requestor and agent, start time, end time, duration of the communication session and/or the like.

[0044] FIG. 3 is another flow chart illustrating an example method 300 for

communication management. At step 302, a request for a communication session with an agent can be received from a user device. In an aspect, the request for a communication session can be received by a communication processing system (e.g., computing device 104) from a user device (e.g., user device 102). The request for the communication session can be transmitted by a user logging in an application installed on the user device 102. As an example, the user device 102 can comprise a computer, a VoIP phone, a smartphone, a laptop, a tablet, a mobile device, and/or the like. As another example, the agent can be a customer service agent. As another example, the communication processing system (e.g., computing device 104) can comprise a server (a proxy server, a communication management server, an application server, etc.), a gateway node (a session border controller (SBC), a media gateway control function ((MGCF), etc.), or a data management unit (e.g., an intelligent routing database (IRDB)). As another example, the communication session can comprise one or more of: internet video calls, multimedia distribution, multimedia conferences, and presentations. The user device 102 can transmit a request for communication session to a communication processing system over standard Internet protocols, such as hypertext transfer protocol (HTTP), hypertext transfer protocol secure (HTTPS), simple object access protocol (SOAP), universal description, discovery and integration (UDDI), file transfer protocol (FTP), transmission control protocol/internet protocol (TCP/IP) sockets FTP, remote authentication dial in user service (RADIUS), terminal access controller access- control system (TACACS), diameter protocol, extensible authentication protocol (EAP), Kerberos protocol, HTTP, blocks extensible exchange protocol (BEEP), and/or any other appropriate data transport mechanism.

[0045] At step 304, one of a plurality of agents can be determined. As an example, the request for a communication session can be a request to communicate with a customer service representative of a car rental agency. The communication processing system (e.g., computing device 104) can determine a plurality of customer service agents associated with the car rental agency. In another aspect, one of the plurality of agents can be determined. For example, the communication processing system (e.g., computing device 104) can identify an agent with the least number of communication requests waiting to be processed. As another example, the communication processing system (e.g., computing device 104) can identify a customer service agent available to accept a communication request (e.g., determine whether a user device association with a specific customer service agent is currently engaged).

[0046] At step 306, information associated with the determined agent can be

obtained. In an aspect, information associated with the determined agent can comprise one or more of: location, network address, agent status, agent identities, and/or the like. For example, the location can comprise coordinates, such as latitude, longitude, altitude, and/or the like from a global positioning system (GPS). As another example, the network address can comprise an internet protocol (IP) address, a media access control (MAC) address, an Internet address, and/or the like. As another example, the agent status can comprise whether the determined agent is available to receive the communication request, the number of communication request waiting to be processed, and/or the like. As another example, the agent identities can comprise agent name, agent number, customer service center number, and/or the like.

[0047] At step 308, the request for the communication session can be transmitted according to the information associated with the determined agent. In an aspect, the request for the communication session and information associated with the user device can be transmitted to the determined agent according to the obtained network address (e.g., MAC address, IP address) associated with the determined agent. As an example, the communication processing system (e.g., computing device 104) can notify the determined agent via transmitting an SIP INVITE to the identified network address associated with the determined agent. In an aspect, transmitting the request for the communication session can also comprise transmitting a notification. As an example, the notification can be in form of a popup dialog, overlay, email, text, ring sound and/or the like on a user device associated with the determined agent. In an aspect, the notification can comprise information associated with the user device 102 or user of the user device 102, such as location, time, user profile, user account, login credentials, and the like.

[0048] At step 310, the communication session between the user device and the determined agent can be established. As an example, a voice call, a video call, video conferencing, streaming multimedia distribution, instant messaging, and/or the like can be established. In an aspect, when the communication session is established, all or a portion of the information associated with the determined agent, such as an agent name, an agent number, a customer service center number, etc., can be displayed on the user device 102. As an example, the communication session can be established when the determined agent accepts the SIP INVITE from the communication processing system (e.g., computing device 104).

[0049] In an aspect, once the communication session is established, content of the communication session can be recorded and stored in a communication session log. The communication session log can be stored in the communication processing system. As an example, the communication session log can comprise video content of the communication session, information about the user device 102, information about the user of the user device 102, the communication session receiver (e.g., the determined agent), start time, end time, duration of the communication session, and/or the like. In an aspect, the content of the communication session can be recorded and saved in real-time for future reference. The recording can start with a SIP INVITE and/or a REST command transmitted to the communication processing system. [0050] FIG. 4 is a block diagram illustrating an example communication management system according to one or more aspects of the present disclosure. In an aspect, a plurality of user devices 102a, b, c, d, are shown connected to a service agency 122 via a communication processing system 404. As an example, user device 102 can comprise a smart phone (e.g., 102a), a tablet (e.g., 102b), a personal computer (e.g., 102c), a personal data assistant (PDA) (e.g., 102d), an IP phone, a PSTN phone, a SIP soft client, a residential voice gateway, other IP clients, such as Skype, MSM Messenger, office communicator, VoIP enabled personal computers, and/or the like. Although illustrated in a cluster, user device 102 can be mobile or stationary, and can be located throughout a network.

[0051] The user device 102 can be connected to the communication processing

system 404 by logging into an application installed on the user device 102. The application can comprise a plurality of tabs corresponding to a plurality of respective service agencies. As an example, the plurality of service agencies can comprise a hotel service agency, a car rental agency, an airline ticket reservation agency, a travel service agent, and/or the like. For example, a user can request to communicate with a car rental customer service agent via selecting a tab indicating a car rental agency.

[0052] In an aspect, when the communication processing system 404 receives the communication request, the communication processing system 404 can determine one of a plurality of agents associated with the requested service agency (e.g., service agency 122). For example, the service agency 122 can be a car rental agency. For example, the communication processing system 404 can determine a service agent associated with the service agency 122 with the most capacity to process a communication request (e.g., the least number of communication requests waiting to be processed). As another example, the communication processing system (e.g., computing device 104) can determine a service agent associated with the service agency 122 available to accept a communication request.

[0053] In an aspect, the communication processing system 404 can determine

information associated with the determined agent. As an example, the information associated with the determined agent can comprise location, network address, agent status, agent identities, and/or the like. For example, the location can comprise coordinates, such as latitude, longitude, altitude and/or the like from a global positioning system (GPS). As another example, the network address can comprise an internet protocol (IP) address, a media access control (MAC) address, an Internet address, and/or the like. As another example, the agent status can comprise whether the determined agent is available to receive the communication request, the number of communication requests waiting to be processed, and/or the like. As another example, the agent identities can comprise an agent name, an agent number, a customer service center number, and/or the like.

[0054] In an aspect, when the communication processing system 404 receives the communication request, the communication processing system 404 can obtain information associated with the communication requestor (e.g., the user device 102, the user associated with the user device 102, etc.), such as location, time, user profile, account information, login credential, and/or the like. For example, the location can comprise coordinates, such as latitude, longitude, altitude, and/or the like from a global positioning system (GPS). As another example, the time can comprise a time of initiating the communication request, a waiting time since the request is initiated, and/or the like. As another example, the user profile can comprise a user name, a user's preferred service provider, a user's account status with a plurality of service providers, and/or the like.

[0055] The communication processing system 404 can transmit the communication request to the determined agent associated with the service agency 122. Thus, a communication session between the user device 102 and the determined agent associated with the service agency 122 can be established. In an aspect, when the communication session is established, all or a portion of the information associated with the communication requestor can be displayed on a user device associated with the determined agent. In another aspect, all or a portion of the information associated with the determined agent can be displayed on the user device of the communication requestor (e.g., user device 102). In an aspect, content of the established communication session can be recorded and stored in the communication processing system 122.

[0056] FIG. 5 is a block diagram illustrating an exemplary operating environment for performing the disclosed methods. In an exemplary aspect, the methods and systems of the present disclosure can be implemented on computer 501 as illustrated in FIG. 5 and described below. By way of example, user device 102 in FIG. 1 and FIG. 4 can be computer 501 as illustrated in FIG. 5. Similarly, the methods and systems disclosed can utilize one or more computing devices to perform one or more functions in one or more locations. This exemplary operating environment is only an example of an operating environment and is not intended to suggest any limitation as to the scope of use or functionality of operating environment architecture. Neither should the operating environment be interpreted as having any dependency or requirement relating to any one or combination of components illustrated in the exemplary operating environment.

[0057] The present methods and systems can be operational with numerous other general purpose or special purpose computing system environments or

configurations. Examples of well known computing systems, environments, and/or configurations that can be suitable for use with the systems and methods comprise, but are not limited to, personal computers, server computers, laptop devices, and multiprocessor systems. Additional examples comprise set top boxes,

programmable consumer electronics, network PCs, minicomputers, mainframe computers, distributed computing environments that comprise any of the above systems or devices, and the like.

[0058] The processing of the disclosed methods and systems can be performed by software components. The disclosed systems and methods can be described in the general context of computer-executable instructions, such as program modules, being executed by one or more computers or other devices. Generally, program modules comprise computer code, routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. The disclosed methods can also be practiced in grid-based and distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules can be located in both local and remote computer storage media including memory storage devices.

[0059] Further, one skilled in the art will appreciate that the systems and methods disclosed herein can be implemented via a general-purpose computing device in the form of a computer 501. The components of the computer 501 can comprise, but are not limited to, one or more processors or processing units 503, a system memory 512, and a system bus 513 that couples various system components including the processor 503 to the system memory 512. In the case of multiple processing units 503, the system can utilize parallel computing.

[0060] The system bus 513 represents one or more of several possible types of bus structures, including a memory bus or memory controller, a peripheral bus, an accelerated graphics port, and a processor or local bus using any of a variety of bus architectures. By way of example, such architectures can comprise an Industry Standard Architecture (ISA) bus, a Micro Channel Architecture (MCA) bus, an Enhanced ISA (EISA) bus, a Video Electronics Standards Association (VESA) local bus, an Accelerated Graphics Port (AGP) bus, and a Peripheral Component Interconnects (PCI), a PCI-Express bus, a Personal Computer Memory Card Industry Association (PCMCIA), Universal Serial Bus (USB) and the like. The bus 513, and all buses specified in this description can also be implemented over a wired or wireless network connection and each of the subsystems, including the processor 503, a mass storage device 504, an operating system 505, communication session software 506, communication session data 507, a network adapter 508, system memory 512, an Input/Output Interface 510, a display adapter 509, a display device 511, and a human machine interface 502, can be contained within one or more remote computing devices 514a,b,c at physically separate locations, connected through buses of this form, in effect implementing a fully distributed system.

[0061] The computer 501 typically comprises a variety of computer readable media.

Exemplary readable media can be any available media that is accessible by the computer 501 and comprises, for example and not meant to be limiting, both volatile and non-volatile media, removable and non-removable media. The system memory 512 comprises computer readable media in the form of volatile memory, such as random access memory (RAM), and/or non-volatile memory, such as read only memory (ROM). The system memory 512 typically contains data, such as communication session data 507, and/or program modules, such as operating system 505 and communication session software 506, that are immediately accessible to and/or are presently operated on by the processing unit 503.

[0062] In another aspect, the computer 501 can also comprise other removable/nonremovable, volatile/non-volatile computer storage media. By way of example, FIG. 5 illustrates a mass storage device 504 which can provide non-volatile storage of computer code, computer readable instructions, data structures, program modules, and other data for the computer 501. For example and not meant to be limiting, a mass storage device 504 can be a hard disk, a removable magnetic disk, a removable optical disk, magnetic cassettes or other magnetic storage devices, flash memory cards, CD-ROM, digital versatile disks (DVD) or other optical storage, random access memories (RAM), read only memories (ROM), electrically erasable programmable read-only memory (EEPROM), and the like.

[0063] Optionally, any number of program modules can be stored on the mass storage device 504, including by way of example, an operating system 505 and communication session software 506. Each of the operating system 505 and communication session software 506 (or some combination thereof) can comprise elements of the programming and the communication session software 506.

Communication session data 507 can also be stored on the mass storage device 504. Communication session data 507 can be stored in any of one or more databases known in the art. Examples of such databases comprise, DB2®, Microsoft® Access, Microsoft® SQL Server, Oracle®, mySQL, PostgreSQL, and the like. The databases can be centralized or distributed across multiple systems.

[0064] In another aspect, the user can enter commands and information into the computer 501 via an input device (not shown). Examples of such input devices comprise, but are not limited to, a keyboard, pointing device (e.g., a "mouse"), a microphone, a joystick, a scanner, tactile input devices, such as gloves, and other body coverings, and the like These and other input devices can be connected to the processing unit 503 via a human machine interface 502 that is coupled to the system bus 513, but can be connected by other interface and bus structures, such as a parallel port, game port, an IEEE 1394 Port (also known as a Firewire port), a serial port, or a universal serial bus (USB).

[0065] In yet another aspect, a display device 511 can also be connected to the system bus 513 via an interface, such as a display adapter 509. It is contemplated that the computer 501 can have more than one display adapter 509 and the computer 501 can have more than one display device 511. For example, a display device can be a monitor, an LCD (Liquid Crystal Display), or a projector. In addition to the display device 511, other output peripheral devices can comprise components, such as speakers (not shown) and a printer (not shown) which can be connected to the computer 501 via Input/Output Interface 510. Any step and/or result of the methods can be output in any form to an output device. Such output can be any form of visual representation, including, but not limited to, textual, graphical, animation, audio, tactile, and the like. The display 511 and computer 501 can be part of one device, or separate devices.

[0066] The computer 501 can operate in a networked environment using logical connections to one or more remote computing devices 514a,b,c. By way of example, a remote computing device can be a personal computer, portable computer, smartphone, a server, a router, a network computer, a peer device or other common network node, and so on. Logical connections between the computer 501 and a remote computing device 514a,b,c can be made via a network 515, such as a local area network (LAN) and/or a general wide area network (WAN). Such network connections can be through a network adapter 508. A network adapter 508 can be implemented in both wired and wireless environments. Such networking environments are conventional and commonplace in dwellings, offices, enterprise- wide computer networks, intranets, and the Internet.

[0067] For purposes of illustration, application programs and other executable

program components, such as the operating system 505 are illustrated herein as discrete blocks, although it is recognized that such programs and components reside at various times in different storage components of the computing device 501, and are executed by the data processor(s) of the computer. An implementation of communication session software 506 can be stored on or transmitted across some form of computer readable media. Any of the disclosed methods can be performed by computer readable instructions embodied on computer readable media.

Computer readable media can be any available media that can be accessed by a computer. By way of example and not meant to be limiting, computer readable media can comprise "computer storage media" and "communications media." "Computer storage media" comprise volatile and non-volatile, removable and nonremovable media implemented in any methods or technology for storage of information, such as computer readable instructions, data structures, program modules, or other data. Exemplary computer storage media comprises, but is not limited to, RAM, ROM, EEPROM, flash memory or other memory technology, CD- ROM, digital versatile disks (DVD) or other optical storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium which can be used to store the desired information and which can be accessed by a computer.

[0068] The methods and systems can employ artificial intelligence techniques, such as machine learning and iterative learning. Examples of such techniques include, but are not limited to, expert systems, case based reasoning, Bayesian networks, behavior based AI, neural networks, fuzzy systems, evolutionary computation (e.g. genetic algorithms), swarm intelligence (e.g. ant algorithms), and hybrid intelligent systems (e.g. Expert inference rules generated through a neural network or production rules from statistical learning).

[0069] While the methods and systems have been described in connection with preferred embodiments and specific examples, it is not intended that the scope be limited to the particular embodiments set forth, as the embodiments herein are intended in all respects to be illustrative rather than restrictive.

[0070] Unless otherwise expressly stated, it is in no way intended that any method set forth herein be construed as requiring that its steps be performed in a specific order. Accordingly, where a method claim does not actually recite an order to be followed by its steps or it is not otherwise specifically stated in the claims or descriptions that the steps are to be limited to a specific order, it is no way intended that an order be inferred, in any respect. This holds for any possible non-express basis for interpretation, including: matters of logic with respect to arrangement of steps or operational flow; plain meaning derived from grammatical organization or punctuation; the number or type of embodiments described in the specification.

[0071] It will be apparent to those skilled in the art that various modifications and variations can be made without departing from the scope or spirit. Other embodiments will be apparent to those skilled in the art from consideration of the specification and practice disclosed herein. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit being indicated by the following claims.

Claims

CLAIMS What is claimed is:

1. A method comprising:

receiving a request for a communication session with an agent from a

communication session requestor;

receiving information associated with the communication session requestor; determining one of a plurality of agents;

transmitting the request for the communication session with an agent from the communication session requestor and the information associated with the communication session requestor to the determined agent; and

establishing the communication session between the communication session requestor and the determined agent.

2. The method of claim 1, wherein the determined agent is a customer service agent.

3. The method of claim 1, wherein the request for the communication session with an agent from the communication session requestor is received via a communication processing system.

4. The method of claim 3, wherein the communication processing system comprises one or more communication protocol servers.

5. The method of claim 3, wherein content of the communication session is stored in the communication processing system.

6. The method of claim 1, wherein the information associated with the communication session requestor comprises one or more of: location, time, user profile, account information, and login credentials.

7. The method of claim 1, wherein the communication session comprises one or more of: internet video calls, multimedia distribution, multimedia conferences, and presentations.

8. The method of claim 1, wherein content of the communication session is stored in a communication session log.

9. A method comprising:

receiving a request for a communication session with an agent from a user device;

determining one of a plurality of agents;

obtaining information associated with the determined agent;

transmitting the request for the communication session according to the information associated with the determined agent; and

establishing the communication session between the user device and the determined agent.

10. The method of claim 9, wherein the determined agent is a customer service agent.

1 1. The method of claim 9, wherein the request for the communication session with an agent from the user device is received via a communication processing system.

12. The method of claim 11, wherein the communication processing system comprises one or more communication protocol servers.

13. The method of claim 11, wherein content of the communication session is stored in the communication processing system.

14. The method of claim 9, wherein the information associated with the determined agent comprises one or more of: location, network address, agent status, and agent identities.

15. The method of claim 9, wherein the communication session comprises one or more of: internet video calls, multimedia distribution, multimedia conferences, and presentations.

16. The method of claim 9, wherein content of the communication session is stored in a communication session log.

17. A system comprising: a processor configured to, receive a request for a communication session with an agent from a user device;

determine one of a plurality of agents;

obtain information associated with the determined agent;

transmit the request for the communication session according to the

information associated with the determined agent; and

establish the communication session between the user device and the

determined agent.

18. The system of claim 17, wherein the determined agent is a customer service agent.

19. The system of claim 17, wherein the request for the communication session with an agent from the user device is received via a communication processing system.

20. The system of claim 19, wherein the communication processing system comprises one or more communication protocol servers.