Enhanced contact navigator with interactive tabs for managing network events in real time

• US 20040041841A1
• Filed: 01/23/2003
• Published: 03/04/2004
• Est. Priority Date: 08/27/2002
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: LeMogne, Stephane, Haggerty, Laura Jean, Hanhan, Musa J., Nicholas, Boris, Bonnaud, Cecile
• Application Number:
  US10/350,995
• Publication Number:
  US 20040041841A1
• Time in Patent Office: Days
• US Class Current: 345/777
• CPC Class Codes: G06F 3/0481 based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance

Abstract

An interactive information display for a communication terminal includes a tab navigation region; one or more interactive tabs, each tab associated with an active or passive communication event at the communication terminal, and a plurality of interactive icons associated with specific tabs. The interactive icons are individually enabled in the tabs for each communication event that goes active and are individually disabled or terminated as each communication event is completed, and wherein interaction with one or more icons, some of which are dynamically generated alert icons associated with a tab, causes relevant data to be retrieved from at least one data source and displayed in one or more windows associated with the relevant tab.

Claims

1. An interactive information display for a communication terminal comprising:

a tab navigation region;

one or more interactive tabs, each tab associated with an active or passive communication event at the communication terminal; and

a plurality of interactive icons associated with specific tabs;

wherein the icons are individually enabled in the tab region for each communication event that goes active and are individually disabled or terminated as each communication event is completed, and wherein interaction with one or more icons, some of which are dynamically generated alert icons, associated with a tab causes relevant data to be retrieved from at least one data source and displayed in one or more windows associated with the relevant tab.

2. The display of claim 1 wherein the additional data includes state and performance data.

3. The display of claim 1 wherein the communication terminal is one of a desktop computer, a laptop computer, a PDA, or a cellular telephone with a display screen.

4. The display of claim 1 wherein the display is part of a browser interface.

5. The display of claim 1 wherein the tabs, icons and associated data resulting in interaction with icons are delivered as Java Server Pages using Java Script technology.

6. The display of claim 1 wherein the tabs, icons, and associated data resulting in interaction with icons are delivered as Java Applets.

7. The display of claim 1 wherein the alert icons appear as notifications of events occurred in the system, the events related to a particular tab.

8. The display of claim 1 wherein the interactive icons can be activated by one or a combination of mouse over, keyboard stroke and mouse click.

9. The display of claim 1 wherein the one or more windows are spawned as a result of interacting with an interactive icon, the windows interactive by mouse over, keystroke, or mouse click to provide more granular data with each subsequent interaction after an initial interaction.

10. The display of claim 1 wherein the relevant data retrieved as a result of icon interaction is authentication data.

11. The display of claim 1 wherein individual ones of the interactive icons appear automatically at the conclusion of a client task performed independently of the interface.

13. The system-architecture of claim 1 wherein the data-packet-network includes a local-area-network connected to the Internet network and the communication terminal is hosted on the Internet.

14. The system-architecture of claim 1 wherein the communication terminal is one of a desktop computer, a laptop computer, a PDA, or a cellular telephone with a display screen.

15. The system-architecture of claim 1 wherein the at least one data source holds current state information and performance data.

16. The system-architecture of claim 1 wherein the display is part of a browser interface.

17. The system-architecture of claim 1 wherein the client application is a browser application.

18. The system-architecture of claim 1 wherein the server application includes a controller containing an action Servelet module and a dynamic Action Class definition module for mapping to an identified data source and data type stored in the data source.

19. The system-architecture of claim 1 wherein the data source is a relational data source and is accessed through an object-oriented framework.

20. The system-architecture of claim 1 wherein dynamic updates are presented in Java Sever Pages.

21. The system-architecture of claim 1 wherein individual ones of the interactive icons appear automatically at the conclusion of a client task performed independently of the information display, the task conclusion registered by the system as an event.

22. The system-architecture of claim 1 wherein the relevant data retrieved as a result of icon interaction is user authentication data.

23. The system-architecture of claim 1 wherein passive interactive icons not yet terminated are re-activated by automatic appearance of an alert icon.

12. A software/hardware system-architecture for dynamically updating an interactive information display for a communication terminal with relevant data, the display including a tab navigation region, a plurality of interactive tabs associated with active or passive communication events, and a plurality of interactive icons associated with specific ones of the interactive tabs comprising:

a client application hosting the interactive information display, the client application hosted on the communication terminal;

a server application for retrieving the relevant data and serving the relevant data to the client application, the server application hosted on an intermediate server;

at least one data source for storing the relevant data; and

a data-packet-network connecting the communication terminal, the server and the at least one data source;

characterized in that requests initiated at the communication terminal by way of manipulating a tab or icon of the interactive display are sent over the data packet network to the server application whereupon the server application obtains data relevant to the request and dynamically updates the information display with the retrieved data.

24. A method for providing real time update data to a communication terminal hosting an information display, the display including a tab navigation region, a plurality of interactive tabs associated with active or passive communication events, and a plurality of interactive icons associated with specific ones of the interactive tabs comprising steps of:

(a) interacting with an interactive icon associated with an interactive tab;

(b) sending the results of interaction to an intermediate server application in the form of a request;

(c) searching for the relevant data identified in the request;

(d) retrieving the searched data;

(e) generating a dynamic view including the update data; and

(f) sending the dynamic view to the communication terminal to replace the current view.

25. The method of claim 24 wherein in step (a) the interactive icon is a knowledgebase icon for retrieving knowledgebase data.

26. The method of claim 24 wherein in step (a) the interactive icon is an automated alert icon that appears in the interactive tab as a system generated alert.

27. The method of claim 24 wherein in step (t) the view is a Java Server Page generated and served to the information display by the server application.