Unified integration management - contact center portal
First Claim
1. A system for providing access and control of a call center via a packet based network, comprising:
- an application server for performing MOM operations using an extensible markup language such that call center data and events are translated to well-formed markup language syntax;
at least one message adapter for providing call center data and events as translatable messages to said application server;
an infrastructure server for performing operations using a web based markup language in order to make call center information and applications available over said packet based network; and
a client interface for interacting with said call center information and applications made available over a packet based network.
1 Assignment
0 Petitions
Accused Products
Abstract
A system and method is disclosed for providing web and portal enablement of a CTI-based call center, via markup languages and middleware technologies such as XML, J2EE, Web Services, and Message Oriented Middleware (JMS/MOM) technologies. The invention encompasses a system for translating data (including voice and telephony data) and events using a metadata translation layer, which transforms and encapsulates telephony data and events into well-formed markup language syntax. The translated data is then be passed through one or more industry standard interfaces (such as a native interface, XML interface, or web service) to corresponding clients (thin client, native client, e-business application client, wireless clients, etc.) for remote use of information and applications via the web or other browser based portal over any packet-based network.
174 Citations
19 Claims
-
1. A system for providing access and control of a call center via a packet based network, comprising:
-
an application server for performing MOM operations using an extensible markup language such that call center data and events are translated to well-formed markup language syntax;
at least one message adapter for providing call center data and events as translatable messages to said application server;
an infrastructure server for performing operations using a web based markup language in order to make call center information and applications available over said packet based network; and
a client interface for interacting with said call center information and applications made available over a packet based network. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 19)
-
-
9. A multi-tier system for providing access and control to a call center via a packet based network, comprising:
-
a client tier;
a web tier;
an enterprise JavaBean tier; and
an enterprise information systems.
-
-
10. A system for transforming telephony based events and data into a standardized extensible markup language format, comprising:
-
an application server for performing MOM operations using said extensible markup language such that said telephony based events and data are translated to well-formed markup language syntax; and
at least one message adapter for providing telephony events and data as translatable messages to said application server. - View Dependent Claims (11, 12, 13, 14, 15)
-
-
16. A system message flow process for providing browser based access to telephony events and data in a CTI-Based cell center environment over a packet based network, said process comprising the steps of:
-
making available telephony system events and data via an adapter;
translating said telephony system events and data to one or more extensible markup language messages;
routing said extensible markup language messages via a universal message router based on a set of predefined routing rules;
queuing said routed messages for use in one or more modules containers;
actively controlling the routing and queuing of said messages via a MOM infrastructure;
parsing said messages for use in one or more business modules contained in said module containers;
optionally parsing said messages for use via a browser based interface; and
providing access to said business modules by a user via a browser over a packet based network. - View Dependent Claims (17, 18)
-
Specification