Systems and methods for a collaborative call center

• US 20050262007A1
• Filed: 02/10/2005
• Published: 11/24/2005
• Est. Priority Date: 05/21/2004
• Status: Abandoned Application

• Current Assignee: BEA Systems Incorporated (Oracle Corporation)
• Original Assignee: BEA Systems Incorporated (Oracle Corporation)
• Inventors: Frender, Kevin Blair, Beartusk, Brodi, Jolley, Christopher, Smith, Gregory, Devgan, Manish, Pearson, Shane, Olander, Daryl B., Cook, Thomas A., O'Neil, Edward K., Feit, Richard, Breeden, Timothy, Stamm, Thomas Carl, McCauley, Rodney
• Application Number:
  US11/055,436
• Publication Number:
  US 20050262007A1
• Time in Patent Office: Days
• US Class Current: 705/37
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 40/04 Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange

Abstract

A system and method for establishing a collaboration, comprising, requesting help from a collaboration process wherein the requesting is done by a first client process; evaluating a role to dynamically determine a set of potential participants; selecting a second client process from the set of potential participants; inviting the second client process to join the collaboration; including the second client process in the collaboration with the first client process and the collaboration process; and allowing the first client process and the second client process to exchange one or more messages.

Claims

1. A method for establishing a collaboration, comprising:

requesting help from a collaboration process wherein the requesting is done by a first client process;

evaluating a role to dynamically determine a set of potential participants;

selecting a second client process from the set of potential participants;

inviting the second client process to join the collaboration;

including the second client process in the collaboration with the first client process and the collaboration process; and

allowing the first client process and the second client process to exchange one or more messages.

2. The method of claim 1, further comprising:

receiving an answer to the inviting; and

wherein the including occurs if the answer indicates a desire to join the collaboration.

3. The method of claim 1 wherein:

the role is based on presence and status information.

4. The method of claim 1 wherein:

the selecting selects a least busy participant from the set of participants.

5. The method of claim 1 wherein:

the second client process has a state that indicates whether or not the participant is unavailable.

6. The method of claim 1 wherein:

the second client process can access a shared state through which information can be shared with the first client process and the collaboration process.

7. The method of claim 1 wherein:

the role is based on one or more attributes of the potential participants.

8. The method of claim 1, further comprising:

initiating the collaboration process.

9. The method of claim 1, wherein:

at least one of the first client and the second client is integrated with a process capable of web browsing.

10. A system establishing a collaboration, comprising:

a first client process including a first messaging layer, wherein the first messaging layer is capable of exchanging messages with a second messaging layer;

a collaboration process including the second messaging layer, wherein the second messaging layer is capable of exchanging messages with the first messaging layer;

a role to dynamically determine a set of potential participants, wherein the role is based on presence information regarding the potential participants; and

a second client process wherein the second process is in the set of potential participants.

11. The system of claim 10 wherein:

the role is based status information regarding the potential participants.

12. The system of claim 10 wherein:

the second client process is less busy the other potential participants.

13. The system of claim 10 wherein:

the second client process includes a state that indicates whether or not the second client process is unavailable.

14. The system of claim 10, further comprising:

a shared state; and

wherein the second client process can access the shared state through which information can be shared with the first client process and the collaboration process.

15. The system of claim 10 wherein:

the role is based on one or more attributes of the potential participants.

16. The system of claim 10 wherein:

the collaboration allows a plurality of participants to interact and/or share information

17. The system of claim 10 wherein:

at least one of the first client process and the second client process is integrated into a process capable of web browsing.

18. The system of claim 10, further comprising:

means for determining the set of applications available on the second client process.

19. A machine readable medium having instructions stored thereon that when executed by one or more processors cause a system to:

evaluate a role to dynamically determine a set of potential participants;

select a second client process from the set of potential participants;

invite the second client process to join the collaboration;

include the second client process in the collaboration with the first client process and the collaboration process; and

allow the first client process and the second client process to exchange one or more messages.

20. The machine readable medium of claim 19, further comprising instructions that when executed cause the system to:

receive an answer to the inviting; and

wherein the including occurs if the answer indicates a desire to join the collaboration.

21. The machine readable medium of claim 19 wherein:

the role is based on presence and status information.

22. The machine readable medium of claim 19 wherein:

the selecting selects a least busy participant from the set of participants.

23. The machine readable medium of claim 19 wherein:

the second client process has a state that indicates whether or not the participant is unavailable.

24. The machine readable medium of claim 19 wherein:

the second client process can access a shared state through which information can be shared with the first client process and the collaboration process.

25. The machine readable medium of claim 19 wherein:

the role is based on one or more attributes of the potential participants.

26. The machine readable medium of claim 19, further comprising instructions that when executed cause the system to:

initiate the collaboration process.

27. The machine readable medium of claim 19, wherein:

at least one of the first client and the second client is integrated with a process capable of web browsing.

28. A computer data signal embodied in a transmission medium, comprising:

a code segment including instructions for requesting help from a collaboration process wherein the requesting is done by a first client process;

a code segment including instructions for evaluating a role to dynamically determine a set of potential participants;

a code segment including instructions for selecting a second client process from the set of potential participants;

a code segment including instructions for inviting the second client process to join the collaboration;

a code segment including instructions for including the second client process in the collaboration with the first client process and the collaboration process; and

a code segment including instructions for allowing the first client process and the second client process to exchange one or more messages.