Extensible interface for inter-module communication
First Claim
1. An inter-module communication comprising:
- a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language.
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0 Petitions
Accused Products
Abstract
A method and apparatus for inter-module communication is disclosed. The method includes forming a message that includes customer relations management system information. The customer relations management system information may include, for example, agent information, work item information, queuing information, statistical information, connection information or rule information, among other such information. The message can be communicated in order to perform a function, such as an agent-related function, a work item-related function, a statistics-related function or an administrative function, for example. The message can be, for example, a command, a request or a notification.
160 Citations
98 Claims
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1. An inter-module communication comprising:
a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 97, 98)
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12. An inter-module interface definition comprising:
a message definition, wherein said message definition defines a message comprising customer relations management system information and other customer relations management system information, said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, and said other customer relations management system information comprises at least one of a command, a request and a notification. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A method of inter-module communication comprising:
forming a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36)
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37. A computer system comprising:
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a processor;
computer readable medium coupled to said processor; and
computer code, encoded in said computer readable medium, configured to cause said processor to;
form a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language. - View Dependent Claims (38, 39, 40, 41, 42, 43, 44, 45)
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46. A computer program product encoded in computer readable media, said computer program product comprising:
a first set of instructions, executable on a computer system, configured to form a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language. - View Dependent Claims (47, 48, 49, 50, 51, 52, 53, 54)
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55. An apparatus for inter-module communication comprising:
means for forming a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language. - View Dependent Claims (56, 57, 58, 59, 60, 61, 62, 63, 64)
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65. A method of inter-module communication comprising:
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receiving a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language. - View Dependent Claims (66, 67, 68, 69, 70, 71, 72)
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73. A computer system comprising:
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a processor;
computer readable medium coupled to said processor; and
computer code, encoded in said computer readable medium, configured to cause said processor to;
receive a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language. - View Dependent Claims (74, 75, 76, 77, 78, 79, 80)
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81. A computer program product encoded in computer readable media, said computer program product comprising:
a first set of instructions, executable on a computer system, configured to receive a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language. - View Dependent Claims (82, 83, 84, 85, 86, 87, 88)
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89. An apparatus for inter-module communication comprising:
means for receiving a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language. - View Dependent Claims (90, 91, 92, 93, 94, 95, 96)
Specification