Context-sensitive user interface

• US 20070204273A1
• Filed: 06/10/2003
• Published: 08/30/2007
• Est. Priority Date: 03/31/2001
• Status: Active Grant

• Current Assignee: Siebel Systems Inc. (Oracle Corporation)
• Original Assignee: Siebel Systems Inc. (Oracle Corporation)
• Inventors: Chen, Mingte, Huang, Kuang, Annadata, Anil
• Granted Patent: US 7,788,679 B2
• Time in Patent Office: Days
• US Class Current: 719/313
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 69/14 Multichannel or multilink protocols
• CPC Class Codes: H04L 69/18 Multiprotocol handlers, e.g. single devices capable of handling multiple protocols

Abstract

The present invention provides a user interface and method for communicating using multiple communication channels of different media types. The method include obtaining an event communicated via an incoming communication channel, where the event corresponds to a work item available to an agent. A notification of the work item is provided via the user interface. The method includes receiving an activation of a work item object of the user interface, where the work item object is associated with the work item. The method includes issuing a command associated with the activation of the work item object to an outgoing communication channel. The user interface enables the agent to work using different communication channels while presenting a consistent interface independent of the media type of the communication channel.

Claims

1-26. -26. (canceled)

27. A method comprising:

using a context for predicting a media type of a communication channel to be used to

communicate via a user interface, wherein

the user interface is operating in the context; and

facilitating communication according to the media type predicted.

28. The method of claim 27 wherein

the user interface can be used for communicating with a plurality of communication channels of a plurality of media types.

29. The method of claim 28 wherein the facilitating the communication comprises:

activating an object of the user interface that can be used to perform the communication according to the media type.

30. The method of claim 28 wherein the facilitating the communication comprises:

populating an object of the user interface with data predicted to be related to the communication.

31. The method of claim 30 wherein the data comprise:

contact data for a predicted recipient of the communication.

32. The method of claim 28 wherein the facilitating the communication comprises:

initiating the communication.

33. The method of claim 28 wherein the context comprises:

data presented by the user interface.

34. The method of claim 28 wherein the context comprises:

data entered using the user interface.

35. The method of claim 28 wherein the context comprises:

data selected using the user interface.

36. The method of claim 28 wherein the context comprises:

an action performed using the user interface.

37. The method of claim 28 wherein

the facilitating the communication is performed in accordance with at least one configurable parameter of the user interface.

38. A system comprising:

using means for using a context for predicting a media type of a communication channel to be

used to communicate via a user interface, wherein

the user interface is operating in the context; and

facilitating means for facilitating communication according to the media type predicted.

39. The system of claim 38 further comprising:

activating means for activating an object of the user interface that can be used to perform the communication according to the media type.

40. The system of claim 38 further comprising:

populating means for populating an object of the user interface with data predicted to be related to the communication.

41. The system of claim 38 further comprising:

initiating means for initiating the communication.

42. A system comprising:

a using module configured to use a context to predict a media type of a communication channel to be used to communicate via a user interface, wherein

the user interface is operating in the context; and

a facilitating module configured to facilitate communication according to the media type predicted.

43. The system of claim 42 further comprising:

an activating module configured to activate an object of the user interface that can be used to perform the communication according to the media type.

44. The system of claim 42 further comprising:

a populating module configured to populate an object of the user interface with data predicted to be related to the communication.

45. The system of claim 42 further comprising:

an initiating module configured to initiate the communication.

46. A computer system comprising:

a processor for executing instructions; and

a memory for storing the instructions, wherein the instructions comprise;

using instructions configured to use a context to predict a media type of a communication channel to be used to communicate via a user interface, wherein

the user interface is operating in the context; and

facilitating instructions configured to facilitate communication according to the media type predicted.

47. The computer system of claim 46 wherein the instructions further comprise:

activating instructions configured to activate an object of the user interface that can be used to perform the communication according to the media type.

48. The computer system of claim 46 wherein the instructions further comprise:

populating instructions configured to populate an object of the user interface with data predicted to be related to the communication.

49. The computer system of claim 46 wherein the instructions further comprise:

initiating instructions configured to initiate the communication.

50. A computer readable medium comprising:

using instructions configured to use a context to predict a media type of a communication channel to be used to communicate via a user interface, wherein

the user interface is operating in the context; and

facilitating instructions configured to facilitate communication according to the media type predicted.

51. The computer readable medium of claim 50 further comprising:

activating instructions configured to activate an object of the user interface that can be used to perform the communication according to the media type.

52. The computer readable medium of claim 50 further comprising:

populating instructions configured to populate an object of the user interface with data predicted to be related to the communication.

53. The computer readable medium of claim 50 further comprising:

initiating instructions configured to initiate the communication.