PUSHING WEB AND APPLICATION PAGES DURING VIDEO/AUDIO CALLS
A method and system for pushing web pages to a web client during a video/audio call. The method involves assigning a correlation ID to a web client to which a web page is served. The same correlation ID value is communicated by the web client to a VIVR/context web server computer. The VIVR/context web server computer is arranged to serve at least one web page to the web client. A voice/video call is established between the web client and a contact center agent computer responsive to a request from the web client. As part of initiating such call, the correlation ID is communicated to the contact center agent computer. Thereafter, during the voice/video call, at least one command is generated which causes the VIVR web server to serve at least one web page to the web client using the correlation ID.
1 . A method for pushing web pages to a web client during an IVR navigation session, comprising:
assigning a correlation ID to a web client to which a web page is served;
communicating the correlation ID to a VIVR web server and/or a web application server and serving at least a first web page to the web client with the VIVR web server computer or the web application server;
receiving at the VIVR web server or the web application server first data entered at the web client responsive to the first web page;
initiating an IVR navigation session between the web client and a contact center server responsive to a request from the web client; and
during the IVR navigation session, generating at the contact center server at least one command which causes the VIVR web server or the web application server to serve at least a second web page to the web client, wherein said web client to be served is identified to the VIVR web server or the web application server by the contact center server using the correlation ID.
2 . The method according to claim 1 further comprising:
receiving at the VIVR web server or web application server second data entered at the web client responsive to the second web page; and
providing the second data to the contact center server, wherein the correlation ID is used to identify the particular web client communication session to which the second data pertains.
3 . The method according to claim 1 wherein the VIVR web server is configured to serve web pages based on IVR scripts defined by or stored on the contact center server.
4 . The method according to claim 3 wherein the IVR scripts are available in real time.
5 . The method according to claim 1 further comprising the step of initiating a voice/video call between the web client and a contact center agent computer associated with the contact center server responsive to a request from the web client; wherein, as part of said initiating, the correlation ID is communicated to the contact center agent computer.
6 . The method according to claim 5 wherein the first data and other data received and associated with the correlation ID is communicated to the contact center agent computer.
7 . The method according to claim 5 wherein an SIP web gateway is utilized to initiate the voice/video call between the web client and the contact agent computer.
8 . The method according to claim 5 further comprising, during the voice/video call, generating at the contact center server at least one command which causes the VIVR web server or the web application server to serve at least a third web page to the web client, wherein said web client to be served is identified to the VIVR web server or the web application server by the contact center server using the correlation ID.
9 . An IVR navigation system comprising:
a web application server configured to exchange data with a web client and to serve at least a first web page to the web client such that a correlation ID is associated with the web client;
a VIVR web server configured to exchange data with a web client and to serve at least one IVR web page to the web client based on an IVR script;
a contact center server in communication with the web application server and the VIVR web server;
wherein the IVR navigation system is configured to initiate an IVR navigation session between the web client and the contact center server responsive to a request from the web client and to associate the IVR navigation session with the correlation ID; and during the IVR navigation session, generate at the contact center server at least one command which causes the VIVR web server or the web application server to serve at least a second web page to the web client, wherein said web client to be served is identified to the VIVR web server or the web application server by the contact center server using the correlation ID.
10 . The system according to claim 9 wherein the IVR navigation system is further configured to receive at the VIVR web server or web application server second data entered at the web client responsive to the second web page; and provide the second data to the contact center server, wherein the correlation ID is used to identify the particular web client communication session to which the second data pertains.
11 . The system according to claim 9 wherein the VIVR web server is configured to serve web pages based on IVR scripts defined by or stored on the contact center server.
12 . The system according to claim 9 wherein the IVR navigation system is further configured to initiate a voice/video call between the web client and a contact center agent computer associated with the contact center server responsive to a request from the web client;
wherein, as part of said initiating, the correlation ID is communicated to the contact center agent computer.
13 . The system according to claim 12 further comprising an SIP web gateway configured to initiate the voice/video call between the web client and the contact agent computer.
14 . The system according to claim 12 wherein the IVR navigation system is further configured to generate, during the voice/video call, at least one command at the contact center which causes the VIVR web server or the web application server to serve at least a third web page to the web client, wherein said web client to be served is identified to the VIVR web server or the web application server by the contact center server using the correlation ID.
15 . The system according to claim 9 wherein the IVR navigation system is configured to store data received from the web client and associate said data with the correlation ID.
16 . The system according to claim 9 wherein the web application server resides on the VIVR web server.
17 . The system according to claim 9 wherein the web application server, the VIVR web server and the contact center server communicate with one another over a network.
18 . The system according to claim 17 wherein the network is an internet or an intranet.
19 . The system according to claim 9 wherein the web client includes a personal computer, a tablet computer, a personal digital assistant or a smart-phone.
20 . The system according to claim 9 wherein the correlation ID is a numeric or alpha-numeric value.