DESC:FORM 2
THE PATENT ACT 1970
&
The Patents Rules, 2003
COMPLETE SPECIFICATION
(See section 10 and rule 13)

1. TITLE OF THE INVENTION:
SYSTEM AND METHOD FOR SHARING, PUBLISHING, CACHING REAL TIME CUSTOMER CONTEXT & PROCESS INFORMATION IMPROVING THE USER EXPERIENCE THROUGH AUGMENTED REALTY IN AN EXISTING DIGITAL MULTI CHANNEL CONVERGED CSTA BASED ENVIRONMENT SUPPORTING FIXED, MOBILE & IP TERMINALS

2. APPLICANT
(a) NAME: Tech Mahindra Limited
(b) NATIONALITY: An Indian Company
(c) ADDRESS: 3rd floor Corporate Block, Plot No. 1,
Phase III, Rajiv Gandhi Infotech Park,
Hinjewadi, Pune 411 057 INDIA
Maharashtra, India

3. PRREAMBLE TO THE DESCRIPTION
PROVISIONAL COMPLETE
The following specification describes the The following specification
Invention. Particularly describes the invention and the manner in which it is to be performed.

SYSTEM AND METHOD FOR SHARING, PUBLISHING, CACHING REAL TIME CUSTOMER CONTEXT & PROCESS INFORMATION IMPROVING THE USER EXPERIENCE THROUGH AUGMENTED REALTY IN AN EXISTING DIGITAL MULTI CHANNEL CONVERGED CSTA BASED ENVIRONMENT SUPPORTING FIXED, MOBILE & IP TERMINALS

FIELD OF THE INVENTION
The disclosed invention is in the field of Customer Relationship Management in a Multi Channel digital communication system.
More specifically it relates to Customer Context and Process information across various Digital channels in an existing multi-channel converged CSTA based Digital Environment enriching the user interaction experience through Integrated Process & Augmented Realty. The current claim also incorporates in entirety all the patent claims suggested in Application Number 14/566,594 filed in United States Patent Office.

DEFINITIONS OF TERMS USED IN THE SPECIFICATION
The expression ‘ECMA’ used hereinafter in the specification refers to European Computer Manufacturer Association.
The expression ‘CSTA’ used hereinafter in the specification refers to the Services for Computer Supported Telecommunications Applications.
The expression ‘ECMA-269’ used hereinafter in specification is ECMA-269 Services for CSTA Phase III.
The expression ‘ECMA-285’used hereinafter in the specification is ECMA-285 Services for CSTA Phase III.
The expression ‘ECMA-323’ used hereinafter in specification is ECMA-323 Services for CSTA Phase III.
The expression ‘Provider’ OR CSP (Communication Service Provider) used hereinafter in the specification refers to a Telecom/Internet Service Provider.
The expression ‘IMS’ used hereinafter in the specification refers to the IP Multi Media System.
The expression ‘PSTN’ used hereinafter in the specification refers to Public Switching Telephony Network.
The expression ‘SIP’ used hereinafter in the specification refers to the Session Initiation Protocol
The expression ‘FMC’ used hereinafter in the specification refers to Fixed Mobile Convergence
The expression “CRM User”, “Participant” OR “Agent” OR “Attendant” is referred interchangeably & used hereinafter in the specification describes the attendant or a hunt group agent.
The expression ‘AR’ used hereinafter in the specification refers to the functionality Augmented Reality.
The expression “Supervisor” used hereinafter in the specification describes a specialized role of monitoring the Agents/Participants productivity & provides an active feedback on the transactions for the assigned & emergency tasks that are routed for immediate attention.
The expression BPMN stands for Business Process Model and Notation. This provides businesses with the capability of understanding their internal business procedures in a graphical notation. BPEL describes the business process in which most of the tasks represent interactions between the process and external Web services.
The expression ‘CRM’ used hereinafter in the specification refers to Customer Relationship Management.The expression Multi-Channel used hereinafter in the specifications refers to the ability to support multiple Digital channels such as portal, voice, sms, chat, email etc. The expression “Inbound” used hereinafter in the presentation refers to an incoming request on a channel that is presented to the Multi-channel infrastructure (i.e to a CSTA infrastructure in this case).
The expression “Outbound” used hereinafter in the presentation refers to an Outgoing request on a channel from the Multi-channel infrastructure (CSTA infrastructure in this case).

BACKGROUND OF THE INVENTION

Traditionally Customers reaching Service providers use set of Channels (Voice, email, chat etc) based on the support made available at the Service Providers (Telco/CSP’s) end. While in the past these restrictions have been due to System Limitations with the Service Provider, with the advent of Digital Channels the option of when and where a customer wishes to interact with an Enterprise and the choice of interaction channel is a decision taken by the customer based on convenience.
Hence the subscriber/customer may choose to interact on any channel for carrying out a transaction on various aspects such as marketing, shopping, Order related or Service Requests. In this context it is important to realize that an engagement/transaction with the Enterprise can span across multiple channels.
This enforces/mandates the CSP’s to enable interactions with the subscriber in such a manner to continue the Transaction in a seamless manner without having to start over the transaction all over again when the subscriber moves from one channel to another channel for continuing the transaction. For example customer can initiate filling of enrollment form OR any form by accessing through Laptop and continue the same transaction from another channel like say accessing through a smart phones/tablet. Another example is Customer buying services from one channel and paying using another channel.
This support for channel hopping essentially implies that the following core challenges are to be addressed.
• Ability to track ‘Customer Context” at all times during channel hoping
• Ability to deliver/bring out the context during Channel hoping and also taking into account of presenting the context information across different devices including taking into account of delivering across various screen sizes
• Ability to share the process context along with the ‘Customer Context’ information across Channels and Devices,
• Ability to personalize the customer interactions including enhancing the user interaction and engagements across channels and manage the lifecycle of the Context
• Ability to seamlessly percolate the Customer Context information in real time to CRM Agent/User
While addressing the challenges is one part, It is also important to note that delivering/exposing all the capabilities and services across all the channels involves a huge impact on time and investment.
It may be noted that traditionally either proprietary OR CSTA based multi-channel infrastructure has been invested by the Communication Service Providers (CSP’s) for customer interactions. It is also to be noted that the existing CSTA based specifications as it is do not also enable the Omni channel experience.

It is in this regard taking into account of the limitations that exist with the specifications/prior art, additions are disclosed including a mechanism/method to enhance CSTA ECMA Phase 3 specifications to address above challenges so that the existing investments of the CSP’s are protected and at the same time enable Seamless Omni Channel experience for Customers through specific proposed enhancements detailed in this disclosure.
The additions disclosed include system and method to enhance CSTA ECMA Phase 3 specifications. The objects of the disclosure & the details of the proposed interface definitions & the additions are detailed below in the following sections with elaborate diagrams.

OBJECTS OF THE INVENTION
Some of the objects of the present disclosure aimed to ameliorate one or more problems of the prior art or to at least provide a useful alternative are described herein below:

An object of the present disclosure is to provide an ability to the Service Provider to integrate and seamlessly transport customer context and process information across traditional and Digital Channels in a CSTA supported Fixed Mobile Converged Infrastructure.
Another object of present disclosure is to enable both sending textual and non-textual context content and enriching the customer experience through Augmented Reality.
Another object of the present disclosure is to also provide a flexible mechanism to also transport the BPMN Process related definitions as a part of customer context information through the enhanced CSTA Specifications.
Still another object of the present disclosure is to aggregate the customer context information simultaneously across the channels and transport using the enhanced CSTA specifications.
Yet another object of the disclosure is to map the session across the Digital Channels for retrieving and sending customer context related information in real time across the various entities.
An additional object of the present disclosure is to encode the customer context information for efficiently transport of the payload.
Another object of the present disclosure is to cache the customer context information and use a predictive algorithm for determining the lifecycle of the cached date.
Further object of the present disclosure is to facilitate authorized users to configure the parameters applicable for the disclosed system/method.
Other objects and advantages of the present disclosure will be more apparent from the following description when read in conjunction with the accompanying figures, which are not intended to limit the scope of the present disclosure.

SUMMARY OF THE INVENTION
The current invention is related to a system and method for sharing and publishing the customer context information including the process/task related information captured during the digital channel interactions. This involves the CSTA Computing function interacting with another CSTA Computing function entity through additionally defined CSTA methods with a view to address the prior art limitation of sharing and publishing customer context information including the Customer Digital Assets in real time across channels which is essential for Omni Channel experience, when the subscriber/customer hops among many Channels to complete the transaction/service request The present disclosure will now be described with the help of accompanying drawings, in which:

BRIEF DESCRIPTION OF THE ACCOMPANYING DRAWINGS:

FIGURE 1, depicts key functional blocks of the traditional CRM system and key challenges for delivering Omni Channel Customer Experience.

FIGURE 2 shows various functional blocks of a typical CSTA based infrastructure supporting Fixed Mobile Convergence along with the Interfaces for the voice interactions. The figure depicted of a service provider’s “Traditional One Number Attendant Service” hosted for the enterprises.

FIGURE 3 depicts high level realization of the new system element referred as “Context Management Engine” with a tight interaction through enhanced CSTA specifications as depicted.

FIGURE 4 expands specific aspects depicted in Figure 3 illustrating the key aspects of the Component Level Realization View for CSTA based Context Management Engine

FIGURE 5 illustrates the CSTA domain concept as per standards described in ECMA 269

FIGURE 6, illustrates the aspect of the existing CSTA specifications as per the the standards documentation for both ECMA 323 & ECMA 269.

FIGURE 7 illustrates the aspect of enriched user experience realized by the Context management engine through an integrated process Control and enhancing the user experience through augmented reality

DETAILED DESCRIPTION OF THE ACCOMPANYING DRAWINGS
A preferred embodiment will now be described in detail with reference to the accompanying drawings. The preferred embodiment does not limit the scope and ambit of the disclosure. The description provided is purely by way of example and illustrations.

The embodiments herein and the various features and advantageous details thereof are explained with reference to the non-limiting embodiments in the following description. Descriptions of well-known components and processing techniques are omitted so as to not unnecessarily obscure the embodiments herein. The examples used herein are intended merely to facilitate an understanding of ways in which the embodiments herein may be practiced and to further enable those of skill in the art to practice the embodiments herein. Accordingly, the examples should not be construed as limiting the scope of the embodiments herein.

The system and method of the present disclosure assists the service providers in effectively improving the customer experience/interaction be effectively transporting the customer context information across the various Digital Channels.

The system and method of the present disclosure will be described herein below with reference to FIGURES 1 to 7.

FIGURE 1 captures the key functional blocks and highlights the key challenges for delivering Omni Channel Customer Experience.
As can be observed from the diagram above and those familiar with the prior art may note that the traditional channel handling blocks which enable the interaction between the customer and CRM user/Agent supports routing and delivery of the channel related interaction information through proprietary mechanisms to the CRM Agent. In this regard the primary challenges for sharing customer context related information with agent during channel hoping by the customer are:
? Ability to access customer context in real time across diverse set of channel interactions
? Lack of existing Process definitions view of the enterprise during the CRM user channel interactions
? Ability to map the session and Customer identity across various channels
? Seamlessly capture and continue the Process carried out for customer interactions during channel hoping
In view of the challenges experienced with proprietary mechanism the disclosure brings out the adaptation required in CSTA based standards for achieving rich customer experience. In this regard as the foremost step of a typical CSTA based realization is represented in Figure 2.

FIGURE 2 brings out the various functional blocks of a conventional CSTA based infrastructure supporting Fixed Mobile Convergence along with the Interfaces for voice interactions. Many service providers have a “Traditional One Number Attendant Service” hosted for the enterprises. This infrastructure typically facilitates the Enterprise Agent/attendant console to handle the incoming voice calls & also enable transferring of the One number calls to the Enterprise CRM users irrespective of the user terminal (Which can be Fixed, Mobile OR IP terminals).
The Service Provider typically configures/predefines a particular phone number to belong to a Virtual Number for a particular enterprise. This virtual number is configured in the network and all voice calls towards this Virtual Number are routed to the One Number Service.

The Agent front end (Referred also as CRM front end) enables treatment for the incoming interactions through various channels. The services & events are received through the CSTA Specifications (ECMA 269/ECMA 323). The Agent Layer acts a CSTA client & the Service Provider Infrastructure provides a mechanism to establish SIP/CSTA Sessions. The sessions carry the services & events as defined in the CSTA Specifications. It may be noted that Agent can typically have console which is Mobile based as well as traditional desktop/PC. Upon receipt of calls coming through the One Number Service the ACD algorithm applies defined routing rules for the various Queues which are created for the enterprise. In the event of all Participants being busy the CSTA mechanism enables invocation of various services & the calls are typically queued through a Queue Management Mechanism.
The Agent front end is typically integrated with the back end system (CRM) for providing details of the caller to enable the Agent to appropriately understand the call related interaction. It may also be noted that in the event of Multi-Channel Handling such as email & SMS these are treated as non-interactive channels & are routed to agents leveraging various algorithms including a blended way to handle incoming/outgoing traffic across the channels thereby optimizing the Agent time.
As can be interpreted from Figure 2 and based on the above explanation, the CSTA protocol/specifications perform the crucial aspect of enabling the Voice interactions. The corresponding specification is ECMA-323/269 Services for Computer Supported Telecommunications Applications (CSTA) Phase III.

FIGURE 3 depicts the high level realization of the new system element referred as “Context Management Engine” shown as 100 with tight interaction through enhanced CSTA specifications.

Before we dive deep into the extendibility of CSTA for a seamless Omni Channel experience it is important to bring out first the important aspects of effective Omni Channel Experience. The important aspects for realization of effective Omni Channel Experience are as listed below:

• Capture current process related interaction and seamlessly progress during channel hoping
• Mapping of Identity of subscriber and co-relation across channels through consistent framework
• Consolidated Transactional/Personalized Data store for the Customer
• Managing and Publishing Digital Content for both assisted and unassisted channels
• Ability to publish and promote say for example publish Product/Sales Catalogue across variety of Channels
• Personalization during customer engagement across channels
• Effective Recommendation based on tracking of Customer Context
• Deducing Search Criteria and Correlation of customer context in Knowledge Management Systems
• Ability to efficiently cache/ and manage the lifecycle of Customer Context Information

The above factors are the key aspects that form the basis of defining the system and method for effectively sharing customer context information during channel hoping.
As can be observed from the figure3 this system element interfaces with other elements and encapsulates the information received from these elements by adapting to the CSTA specifications. The resultant enhanced CSTA messages are delivered to the CRM User/Agent.

FIGURE 4 expands the High Level View of the Context Management Engine. The Context Management Engine (100) has an instance of enhanced CSTA Stack (103) with transport Layer for the stack being enabled through (Session Initiation Protocol) OR TCP. The functional details of the system are elaborated below.
The adaptation Engine (101) through the interface abstraction layer enables the integration with other systems such as Process Management, Order Orchestration, Self Care portal, inputs from various channels, CRM, Product Catalogue etc. Based on updates on channel activity the Inference & Process Transaction Sequencing Engine (102) kick starts the treatment of enhanced user experience. This module (102) interacts with the external Process Management Engine and drives the user interactivity through an active Process sequencing activity managing the lifecycle of the transaction.

As a part of sequencing the activities the Process Transaction Sequencing Engine(102) interacts with Context Cache and AR Management Manager(104) for managing the customer context through a caching mechanism and also controlling the augmented reality experience during the user interaction. All these interactions are managed through the enhanced CSTA stack(103) as depicted in the figure. In the following section a use case involving these key modules is elaborated. However in order to bring out the disclosure to the fullest extent key details concerning the specifications of CSTA are first elaborated in Figure 5.

FIGURE 5 brings out the typical CSTA domain concept as per existing standards.
As per specifications The CSTA domain contains Switching, Computing and Special Resource Domains separated by the CSTA Service Boundary.
It shows that the Switching and Computing Domains can comprise of multiple Computing Functions (1, 2 and 3) and multiple Switching Functions (1, 2 and 3) respectively. Each Function provides access to the objects in its sub-domain. An application acts upon the objects in the domain via the Functions over the CSTA Service Boundary. Typically the switching function includes objects such as CSTA calls, devices and connections.
The Standard specifies the messages (Services and Event Reports), and their associated behavior, over the CSTA Service Boundary. These messages originate and terminate at the Functions. It is also important to note that the CSTA specifications enable a session based control to facilitate invocation of a Service Request OR receive events.
With this background on existing standard we bring out the first set of functional addition or difference in Figure 6a.

FIGURE 6 describes the additional functional integration of a CSTA Service boundary between/among the Computing functions which otherwise is defined as a boundary between the Computing and Switching function as per ECMA 269 which was explained in Figure 5.

The effectiveness of the proposed changes along with other changes explained below will bring out the key advantages.
The following extract from ECMA 323 and 269 standard brings out the above aspects by highlighting the aspect of the extensions from the standards documentation for both ECMA 323 & ECMA 269.
Extract 1

Extract 2

Firstly it may be noted that the service/event in the CSTA Standard facilitates inclusion of implementation-specific private data. Hence it is important to note that we could have implementation which receives private data in a CSTA service or event. It is also important to note that the size of private data is not limited by the Standard and is implementation specific.

As can be inferred from the above, effectiveness of Omni Channel Experience is based on applying and analyzing the Customer Context Data across various channels. In this connection it may be noted that traditionally the CSTA Specifications had defined “Data Collection services” that provides information such as telephony tones, DTMF digits etc that is received over a Voice connection as part of the Data Collection services.

However for effective Omni Channel Experience, Data Collection is required across various interactions with the systems and the same has to be made available during the session with the CRM Agent. The following table depicts the some of the key user journey’s that are addressed as a part of Omni Channel experience.

Sl No User Experience Journeys for Omni Channel Experience
1 Customer should be able to explore details including process details for buying services or devices in person OR through the channel
2 Customer should be able to reserve services or devices in person OR through the channel
3 Customer should be able to show interest and get recommendations on the preferred channels
4 Customer should be provided with best fit add on products based on analytics information from self care home page OR retail shop visit
5 Customer should be able to define own product plan and compare with the existing subscriptions
6 Customer should be able to compare products, services and plan based on features, price and availability
7 Customer can update Order from any of the channels
8 Customer can cancel order from any of the channels
9 Customer can provide feedback from any channel
10 Ability of the customer to buy in person OR through channel and also pick up the devices/order from the chosen location
11 Customer should be able to buy the product and view the transactions from all Digital channels
12 Customer should be able to track the order from any of the channels
13 Customer should be able to get recommendations on their preferred channels
14 Recommendation should lead to buying activity based on customer choices and preferences
15 Customer should be able to start a purchase in Social site and complete it on the device application OR through the Portal
16 When Customer calls up CRM agent the CRM agent should be able to provide recommendations based on the customer interactions had with un-assisted channels
17 Customer buys in store and gets a personalized message in Devices/mail
18 Customer abandons change of Service Profile and calls up CRM agent and continues the transaction from the changed point
19 Customer enters the complaint in online mode and views it through another/multiple channels
20 Customer should be able to return the device in store even purchased from a different channel(Online)
21 Customer should be able to get online help even during a chat session with the CRM agent
22 Customer should be able to top up from devices and view transactional history including balance from other channels
23 Customers engaged in Social Media on complaining note should be proactively reached through other channels
24 CRM Agents should be made aware of the browsing history of the customer and other analytics for effectively sharing the recommendations
25 Customer should be able to top up including pay balance from various channels
26 Reward Customers with Loyalty points based on positive feedback received in Social Media Channels
27 Ability to get personalized message in SMS and carry out the transaction in the store
28 Store associate can place online order and pay through multiple options and customer can share additional documents as required
29 Customer can seek price Quotes and customers can do a simple click for converting into Order
30 Ability to bring out most purchased items for quick reordering and also enable the store to place the order based on proximity

The key Data objects for the above user journeys and the important platforms/systems/Software Module are tabulated below:
Sl No Crucial Data Entities/Objects for Omni Channel Experience
1 Content Catalogue
2 Sales Catalogue
3 Process definitions, Process and Task Status
4 Eligibility Details
5 Self-Care Platforms
6 Analytics Platform

As can observed from the above and those familiar with the prior art will be able to appreciate that the conventional support for supporting CSTA Data Collection Services on a connection would just not suffice. For example the specifications support only receiving of DTMF Digits during the course of the Voice call.

However as can be observed from the above scenarios, the customer context data can come from various sources and they also need to be effectively transported as “in session attributes” to the Agent. In this regard the following additional Services/Events are suggested to the original CSTA Specifications.

1. Get_Context_Session_Request/Response
2. Map_Session_Context
3. Create/Get_Context_Session_Qualifier
4. Aggregate_Customer_Context
5. Update_Transactional_Process_Context
6. Set Optimized encoding
7. Validate_Process_Link

Each of the above enhanced operations shall comprise of specific payload which will be defined through additional messages/Private Data Extensions. Since some of the payloads are expected to be very high, an efficient mechanism to encode the CSTA payload is also suggested when needed.

The Get_Context_Session_Response message is elaborated below:
The Get Context Session request message is sent by the CRM Agent to the Context Management Engine. Example this message may be sent upon receiving the call related delivery event.
The Context Management Engine returns the Inter_Session_Reference_ID and Client_side_Browser_Context as response
Parameter Name Parameter Type Qualifier Additional Remarks
Inter Session ReferenceID Enumerated Mandatory Type is enumerated since can take values based on the type of Digital Channel
Browser Context Clientside Browser Context Optional

The Map_Session_Context request message is invoked with the following details:
Parameter Name Parameter Type Qualifier Additional Remarks
Inter Session ReferenceID Enumerated Mandatory Type is enumerated since can take values based on the type of Digital Channel
Browser Context Clientside_Browser_Context Optional

The Map_Session_Context response message sent by the Context Management Engine to the CRM Agent is elaborated below:
Parameter Name Parameter Type Qualifier Additional Remarks
Inter_Session_ReferenceID Enumerated Mandatory Type is enumerated since can take values based on the type of Digital Channel
Connection Identifier Connection ID Mandatory
Transactional Context Transactional Cx Mandatory
Inter session Details Inter_Session_Dxs Mandatory Unique Channel Identifier & Service Enquiry Details
Context Reference List of Structures Mandatory List of structures. The following may be considered as representative list.
• Order Payload
• Order Fall Out Reference
• BPM/Task References
• AugmentedRealty References

Aggregate_Customer_Context
In the case of simultaneous Digital Channel access carried out by the subscriber, the Context Management based on session tracking ability sends a “Aggregate_Customer_Context” event to the CRM Agent. The list of parameters is explained below.
Parameter Name Parameter Type Qualifier Additional Remarks
Connection Identifier Connection ID Mandatory
Transactional Context Transactional Cx Mandatory
Channel Reference List of Structures Mandatory Channel Identifiers
Context Reference List of Structures Mandatory List of structures. The following may be considered as representative list.
• Order Payload
• Order Fall Out Reference
• BPM/Task Reference
• AugmentedRealty References
• LocationInfo

Update_Transactional_Context
The CSTA enabled CSTA Agent in real time can send the updated Transactional Cx to the Context Management at any time which can be retrieved by another CRM agent by sending Get_Transactional_Context request to the Context Management Engine.
Parameter Name Parameter Type Qualifier Additional Remarks
Transactional Context Transactional Cx Mandatory List of structures including BPM/Task Reference

Set Optimized encoding:
It may be noted that typically the context information payload comprising of the parameters above is expected minimum of 50 KB.
If the packet encoding mechanism adopted is XML as per ECMA 323 then the packet size becomes extremely big and results in more processing time during encoding and decoding. In view of the same this message “Set Optimized encoding” dynamically will change the encoding to BER/PER for these events/messages. This results in the Content Management Engine applying BER/PER encoding resulting in efficient transport of messages.

The enhanced CSTA Payload with SIP as the protocol referred as CSTA Stack in the diagram in Figure 4 is used for communicating to the enhanced CSTA Protocol stack which maintains the sessions for the Attendant/Agent interaction.

Further it may be noted for clarity that the Customer Context Management Engine has a SIP/CSTA session including the session establishment mechanism as detailed in ECMA 323/269/ISO/IEC 8649. The CSTA Service Access Point acts as the endpoint for all interactions. The attendant console used by the CRM Agent acts as a CSTA client identified uniquely by the CSTA name.

Another exemplary aspect of the disclosure is an efficient cache management module 104 represented in Figure 4. The cache management module facilitates caching of the customer context information including the process definitions and location related information comprising of textual and image data so that the CRM Agent is able to quickly get a view of the transactional detail instantaneously at the time of channel hoping.

The saved customer context information are cached and are refreshed at configured intervals. The disclosure also uses an efficient predictive model for determining the lifecycle of the cached data by leveraging the customer context and process definition data.

Apart from the above, Process_Validate_Link specifically handles failures and chaining of the Processes during the lifecycle of a Transaction. The Inference & Process Transaction Sequencing Engine (102) on certain failures may also go through the Adapation Engine( 101) and initiate a new process for contusing the transaction.

FIGURE 7 brings out the aspect of use case describing the seamless user rich user experience controlled through Processes and also enabling augmented reality during the journey of a subscriber carrying out channel hoping from one Digital Channel to another.

As depicted in figure 7, user A is browsing for a Product from the Mobile using the self-care portal(Digital channel is Portal) that is made available by the enterprise. This interest is captured by the Inference & Process Transaction Sequencing Engine (102) represented in Figure 4. This interacts with other system elements such as GMLC and gets the location information. Based on the available information the Context Management Engine(100) routes this to an CRM Agent. The CRM agent initiates a multimedia session with User A(through the Video Channel which becomes as the second channel of interaction for User A when the multimedia session initiation is accepted)

It is important by virtue of adopting all the enhanced CSTA methods/procedures explained as a part of Figure 6c, the CRM Agent holds the complete Customer Context Information.. It may further be noted specifically that during this channel hoping from Digital Channel 1 to Digital Channel 2, the backend CSTA Stack module with enhancements(103) to CSTA Data Collection Methods/Services/Events namely Map_Session_Context, Create/Get_Context_Session_Qualifier,Aggregate_Customer_Context,Update_Transactional_Process_Context,Set Optimized encoding are leveraged. Continuing the Transaction the CRM Agent requests User A to share the Media related to his location and upon receiving, uses the Context Cache & AR Management Manager(104) of the Content Management Engine(100) of Figure 4 to enrich the user experience by actually super imposing an AR image giving out exact details of the store in a Graphical manner that is easily interpreted by the user.
In order to achieve this backend enhanced CSTA stack module accommodates the additional padded parameters. A sample payload with the padded parameters is provided below.
The following extract depicts Padded Parameters as CSTA Private Extensions for Effective Transport of Customer Context Information through Integrated Process Control & Enabling Augmented Reality
Extract 3

Advantages of the invention
The technical advancements of the system envisaged by the present disclosure include the realization of:
• Seamless usage of customer context information resulting in a rich user experience & an experience of uninterrupted transaction continuity during multiple channel hoping by leveraging/ improving existing CSTA infrastructure
• Rich User experience controlled through Enterprise Process definitions
• Omni-channel experience in lesser time and reduced cost by leveraging the existing CSTA based infrastructure with minimum modifications
• CSTA Computing function interacting with another CSTA Computing function entity through additionally defined CSTA methods for sharing customer context information in real time including the process definitions thereby improving customer experience during interactions, enhancing reachability & improving productivity
• Reduced/eliminates costs for changing the entire environment
• A System that provides a consistent way to share customer context information in a CSTA supported environment and enhancing the user experience in real time through Augmented Reality
• A System that support seamless integration with existing Multi Channel Fixed Mobile Converged Infrastructure supporting the CSTA environment. .
• A System that provides a Graphical Interface for dynamically configuring the key aspects required including processing of images and enhancing them through Augmented reality

Throughout this specification the word “comprise”, or variations such as “comprises” or “comprising”, will be understood to imply the inclusion of a stated element, integer or step, or group of elements, integers or steps, but not the exclusion of any other element, integer or step, or group of elements, integers or steps.
The use of the expression “at least” or “at least one” suggests the use of one or more elements or ingredients or quantities, as the use may be in the embodiment of the disclosure to achieve one or more of the desired objects or results.
The numerical values mentioned for the various parameters, dimensions or quantities are only approximations and it is envisaged that the values higher/lower than the numerical values assigned to the parameters, dimensions or quantities fall within the scope of the disclosure, unless there is a statement in the specification specific to the contrary.
The foregoing description of the specific embodiments will so fully reveal the general nature of the embodiments herein that others can, by applying current knowledge, readily modify and/or adapt for various applications such specific embodiments without departing from the generic concept, and, therefore, such adaptations and modifications should and are intended to be comprehended within the meaning and range of equivalents of the disclosed embodiments. It is to be understood that the phraseology or terminology employed herein is for the purpose of description and not of limitation. Therefore, while the embodiments herein have been described in terms of preferred embodiments, those skilled in the art will recognize that the embodiments herein can be practiced with modification within the spirit and scope of the embodiments as described herein.
,CLAIMS:We Claim:

1. A system for providing an ability to integrate and seamlessly transport customer context information with Process Control information including enhancing the experience through Augmented reality in real time across traditional and Digital Channels in a CSTA supported Fixed Mobile Converged Infrastructure, the system comprising Context management engine capable:
? to extend the CSTA Service boundary between/among the Computing functions;
to aggregate the customer context information simultaneously across the channels and transport using the enhanced CSTA specifications.
o Context management Engine further comprising:
? Adaptation engine capable to integrate with external systems
? Interface and Process sequencing engine capable of driving the customer interaction through the Process definitions and capable of invoking methods such Get_Session_Request,Map_Session,Aggregate, Context,Update_Transaction_Context, Validate_Process_Link
? Enhanced CSTA stack capable of sending and receiving enhanced messages and capable to transport BPMN /BPEL & ARdefinitions &
supporting messages for: Get Context session response, Map_Session_Context,, Create/get Context Session Qualifier, Aggregate customer context, Process Context, Set Optimized encoding and
o Context Cache & AR Management Manager supporting treatment of Augmented reality through enhancement of payload by adding additions for qualifying the AR image & further capable of managing the lifecycle of context through Context Store..

2. Method for providing an ability to integrate and seamlessly transport customer context information and Process Control information including enhancing the experience through Augmented reality in real time across traditional and Digital Channels in a CSTA supported Fixed Mobile Converged Infrastructure, the method comprising:
Context Management Engine

• Requesting Session information & receiving Session Response through Get_Context_Session_Request/Response & creating a CSTA boundary between 2 computing functions;
• Requesting Session_Context & receive Session response through Map_Session_Context method;
• Requesting to collate context information during channel hoping through Aggregate_Context;
• Updating all Transactional Contexts including Process definitions through invocation of Update_Transactional_Process_Context;
• Optimizing the encoding of the Payload to reduce the size before transmission. through Set Optimized Encoding;
• Managing lifecycle of the context store based on configuration through Context_Store method.

3. Method as claimed in Claim 2 further comprising of Get_Session_Request/Response fetching parameters Inter Session Reference,Channel Identifier and Browser Context through Adaptation Engine which is connected to various external systems.
4. Method as claimed in Claim 2 further comprising of Map_Session_Request/Response fetching parameters Inter Session Reference,Channel Identifier, Browser Context,Transaction Context. Context References comprising of BPEL/BPMN definitions, Order/Product relatated Catalogue information and AR related definitions through Adaptation Engine from external systems.
5. Method as Claimed in Claim 2 further comprising of Aggregate_Context collating the parameters Inter Session Reference,Channel Identifier, Browser Context,Transaction Context. Context References comprising of BPEL/BPMN definitions, Order/Product relatated Catalogue information and AR related definitions.
6. Method as Claimed in Claim 2 further comprising of Updata_Transactional_Context method updating the contents of the transaction based on channel hoping
7. Method as Claimed in Claim 2 further comprising of Set encoding method to use a preferred encoding mechanism as per configuration of context management engine before transmitting the payload
8. Method as Claimed in Claim 2 further comprising of Context_Store method for predicting and managing the lifecycle of the context store after the completion of a Transaction
9. Method as claimed in Claim 2 further comprising method to facilitate through Inference & Process Transaction Sequencing Engine a Validate_Process_Link method linking of all task definitions including manual task with a communication channel in real time through suitable enhancements to the CSTA specifications
10. Method as claimed in Claim 2 to facilitate sharing of the real time behavior of Process Elements as it "traverses the structure of the Process through suitable enhancements to the CSTA specifications & to also facilitate the starting of a new Process through the method Validate_Process_Link.