Method and apparatus for building communication between agent desktop scripting applications and an outbound call software suite within a telecommunications center
First Claim
1. A dynamic data exchange (DDE) gateway for formatting and forwarding commands, requests, and data between separate software suites operating under disparate protocols within a communication center comprising:
- a DDE application for mapping data of disparate protocols to a common set of data topics, data items, and data commands; and
a set of software controls for interface with the DDE application, the controls used to create and maintain the common set of data topics, data items, and data commands;
characterized in that an agent of the communication center operating a computerized workstation invokes a DDE-enabled scripting application containing a set of data topics, data items, and data commands, the set mappable to the common set of DDE data topics, data items, and data commands such that interaction through the scripting application enables dynamic data exchange with a CTI telephony suite having a set of data topics, data items, and data commands that are also mappable to the common set of DDE data topics, data items, and data commands.
11 Assignments
0 Petitions
Accused Products
Abstract
A dynamic data exchange (DDE) gateway for formatting and forwarding commands, requests, and data between separate software suites operating under disparate protocols within a communication center includes a DDE application for mapping data of disparate protocols to a common set of data topics, data items, and data commands, and a set of software controls for interface with the DDE application the controls used to create and maintain the common set of data topics, data items, and data commands. The gateway is characterized in that an agent of the communication center operating a computerized workstation invokes a DDE-enabled scripting application containing a set of data topics, data items, and data commands, the set mappable to the common set of DDE data topics, data items, and data commands such that interaction through the scripting application enables dynamic data exchange with a CTI telephony suite having a set of data topics, data items, and data commands that are also mappable to the common set of DDE data topics, data items, and data commands.
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Citations
25 Claims
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1. A dynamic data exchange (DDE) gateway for formatting and forwarding commands, requests, and data between separate software suites operating under disparate protocols within a communication center comprising:
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a DDE application for mapping data of disparate protocols to a common set of data topics, data items, and data commands; and
a set of software controls for interface with the DDE application, the controls used to create and maintain the common set of data topics, data items, and data commands;
characterized in that an agent of the communication center operating a computerized workstation invokes a DDE-enabled scripting application containing a set of data topics, data items, and data commands, the set mappable to the common set of DDE data topics, data items, and data commands such that interaction through the scripting application enables dynamic data exchange with a CTI telephony suite having a set of data topics, data items, and data commands that are also mappable to the common set of DDE data topics, data items, and data commands. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A DDE-enabled communication and routing system for connecting agents of a communication center with center clients comprising:
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a DDE application for mapping data of disparate protocols to a common set of data topics, data items, and data commands;
a set of software controls for interface with the DDE application the controls used to create and maintain the common set of data topics, data items, and data commands;
an agent-scripting application for interface with the DDE application; and
a telephony application for interface with the DDE application and for making contact with and routing telephony events to appropriate agents logged into the system. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A method for practicing dynamic data exchange between two disparate software systems within a communication center comprising the steps of:
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(a) creating a set of DDE data topics, data items, and data commands that are map able to data topics, data items, and data commands of the two disparate software systems;
(b) receiving data from one of the disparate software systems and mapping the data to the common set of data topics, data items, and data commands; and
(c) using the common set of data topics, data items, and data commands, mapping the received data to the set of data topics, data items, and data commands of the other disparate software system. - View Dependent Claims (20, 21, 22, 23, 24, 25)
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Specification