Abstract: Masking JavaScript in an embedded browser of an application display identifies areas within the embedded browser that are to be masked to a screensharing client, to enable the screensharing client to redact corresponding regions of the application display when the application display is transmitted on a screenshare session. A list of CSS selectors is provided to the masking script identifying HTML elements in the DOM that are to be masked. The masking script determines the locations and sizes of the HTML elements within the embedded browser and reports the masked areas to a screensharing client. The screensharing client correlates the masked areas within the embedded browser to regions of the application display containing the embedded browser. The screensharing client redacts the correlated regions from the screensharing data and does not transmit the redacted regions to prevent information appearing in the redacted regions from being transmitted on the screenshare session.

Abstract: Secure sharing of a document on a co-browse session is implemented by causing a JavaScript implemented document viewer to create HTML5 description of a rendered view of a document's content, and transmitting the HTML5 description of the rendered view of the document content as a DOM elements on the co-browse session. The rendered view of the document is overlayed on the web page being co-browsed, which enables the participants to the co-browse session to collaboratively view the rendered view of the document. However, since the document itself only resides in the visitor's browser, the document itself is not transmitted on the co-browse session. Media URLs can also be shared, and the participants' views of the audio/video media is synchronized by causing the video to play locally at each participant but synchronized with the visitor. Live video of the participants to the co-browse session is also implemented.

Abstract: Restricting and logging editing operations in a co-browse session, includes establishing a co-browse session between a first participant and a second participant in which a Document Object Model (DOM) of a first browser at the first participant is transmitted to the second participant, and used at the second participant to recreate a content of the first browser at a second browser. The DOM includes a plurality of DOM elements. A list of editable elements is implemented at the first browser, the list of editable elements specifying a first subset of the DOM elements, fewer than all of the DOM elements. When restricted editing is enabled on the co-browse session, the second participant is allowed to interact with any DOM element of the first subset of DOM elements but is not allowed to interact with any DOM elements not in the first subset of DOM elements.

Abstract: In the context of a co-browse session, one of the participants elects to include a screenshare task in which a screenshare of a browser window displaying a website will be provided to other participants of the co-browse session. When the screenshare task is started, a location of an address bar of the web browser is identified, optional pre-processing is applied to the image of the address bar, and a character recognition process, is used to determine the characters of the URL in the browser's address bar. The URL is compared with a list of allowed website URLs, and the screenshare session is selectively allowed only if the URL is contained in the list of allowed URLs. Once the URL has been approved, a slice of pixels the address bar is obtained and monitored for changes to the pixels that may indicate a change to the URL.

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.

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.

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.

Abstract: Co-browsing shadow DOM elements is enabled by detecting shadow host DOM elements and nested shadow host DOM elements on the visitor DOM. Identifiers are attached to the DOM elements within shadow DOM regions to uniquely and efficiently identify the DOM elements within shadow DOM regions and nested shadow DOM regions. When shadow DOM elements are transmitted on the co-browse session, the identifiers specify where the DOM elements are located (which shadow DOM regions) so that the agent co-browse JavaScript is able to efficiently locate the DOM elements without querying each shadow DOM region. The agent co-browse JavaScript maintains a map correlating shadow root identifiers with the HTML of the shadow DOM regions and associated constructed stylesheets, so that the HTML of a shadow DOM region is not required to be re-transmitted if the portion of the DOM including the shadow host is replaced.

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.

Abstract: A video sender loads sender video processing JavaScript into a browser, the sender video processing JavaScript being configured to receive video from a source connected to the first computer, encode images of the video into a H.26x encoded video format, package the encoded video into WebM or FMP4 format, and output the packaged/encoded video on the communication network. A video receiver loads receiver video JavaScript in its browser, the receiver video JavaScript comprising a video format detector, a WebM deboxer, a FMP4 deboxer, a H.26x video decoder, and a rendering engine. The video format detector determines whether received video is packaged using WebM or FMP4 and sends the video to the respective deboxer. The deboxed video is then decoded using the H.26x decoder and the images are rendered by the rendering engine. Timestamps and byte counts are inserted into the video packages, and acknowledgments are used to determine excess latency.

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: 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.

Abstract: Display information may be captured, selectively encoded, and transmitted to a server during a remote viewing session. The server implements a decoder and a virtual display which is updated as information is received from the display. Browser based Javascript viewers connect to the server and request updated information associated with the remote viewing session. When the server receives an update request, the server creates images based on the content of the virtual display and transmits the location and dimensions of changed images to the viewer, which uses this information to request and display the images. By transmitting the content of the remote viewing session as a series of images, a viewer may participate in a remote viewing session using any device capable of running a browser. Since images are transmitted to viewers on demand, bandwidth limitations associated with transmission of images are automatically accommodated.

Abstract: An agent providing customer support to visitors on a website can co-browse with the visitors as they interact with the website. The agent is provided with a list of authorized third-party domains. Upon selection of one of the authorized third-party domains, an invitation will be sent to the visitor to co-browse with the agent on the website in the unaffiliated third-party domain. Acceptance of the invitation causes a co-browse browser extension to be downloaded to the visitor's browser and redirects the visitor's browser to the website in the third-party domain. The co-browse browser extension contains co-browse script to replicate the DOM of the visitor's browser to the agent so that the agent can view the visitor's browser as the visitor interacts with the website in the third-party domain.

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.

Abstract: Customer Relationship Management software is integrated with a screen sharing capabilities to enable information about screen sharing sessions to be populated into records associated with the customer relationship management software. Sessions may be started from within the CRM software or may be started independently and information associated with the session may be captured and used to update the CRM records. Once the session has ended, information about who was invited to the session, who attended the session, and how long the session lasted is populated into the CRM record. Sessions may be scheduled in advance or implemented directly in real time. Managers may receive notice of the sessions by electing to follow sessions created by particular sales representatives, particular records, or other data objects. Dashboards may be used to summarize sessions to provide indications of how sessions are being used by sales professionals in connection with interaction with customers.

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.

Abstract: A display computer running remote viewing software may detect when a UAC dialog is shown and send a generic representation of the UAC to viewer participants. Although the software cannot capture the UAC dialog itself, it can detect when a UAC dialog occurs and generate its own generic representation of the UAC dialog to be presented to the viewer participants. The generic representation may include an instruction for the viewer participant to instruct the display participant to respond to the UAC dialog and a generic image of an example UAC dialog.

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.

Abstract: First video showing content displayed on a touch sensitive screen is combined with second video from a camera showing a user's interaction with the touch sensitive screen. The second video is filtered (digitally or physically) to prevent the camera from capturing the content of the touch sensitive screen. Combining the first video with the second video creates a combined video containing both a high quality image of the graphic user interface of an application appearing on the touch sensitive screen as well as how a person operating the application is gesturing and otherwise touching the touch sensitive screen when interacting with the application.