US 11,736,611 B2
Visual engagement using automatically dynamically selected visualization mediums
Edward F. Hardebeck, Brookline, MA (US); Deborah Mendez, Arlington, MA (US); Richard L. Baker, Belmont, MA (US); and Tom Martin, Portsmouth, NH (US)
Assigned to Glance Networks, Inc., Wakefield, MA (US)
Filed by Glance Networks, Inc., Wakefield, MA (US)
Filed on Aug. 30, 2021, as Appl. No. 17/460,664.
Application 16/998,572 is a division of application No. 16/388,446, filed on Apr. 18, 2019, granted, now 10,757,258.
Application 17/460,664 is a continuation of application No. 16/998,572, filed on Aug. 20, 2020, granted, now 11,115,532.
Claims priority of provisional application 62/670,744, filed on May 12, 2018.
Prior Publication US 2021/0392229 A1, Dec. 16, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); H04L 65/1096 (2022.01); H04L 65/1076 (2022.01)
CPC H04M 3/5183 (2013.01) [H04L 65/1076 (2013.01); H04L 65/1096 (2013.01)] 19 Claims
OG exemplary drawing
 
1. A method of implementing a visualization session, comprising:
starting an initial communication session between a customer and an agent, the customer using an application client to implement the initial communication session with the agent;
instructing the customer, by the agent, to start a concurrent visualization session at a visualization system, the visualization system being implemented using one or more physical or virtual servers accessed by the customer and agent over a communication network that are not in communication with servers being used to implement the initial communication session;
starting the concurrent visualization session at the visualization system by the application client, while also maintaining the initial communication session between the customer and agent, the concurrent visualization session being independent of the initial communication session;
assigning a visualization identification value to the concurrent visualization session, but not using the visualization identification value as part of a security model for the concurrent visualization session; and
after starting the concurrent visualization system by the application client, authenticating by the agent to the visualization system to obtain permission by the agent to join the concurrent visualization session;
wherein the customer is not known at the visualization system prior to implementing the step of starting the concurrent visualization session by the application client at the visualization system, and wherein the agent is not permitted to join the concurrent visualization session without authenticating to the visualization system.