Extensible interface for inter-module communication

• US 7,730,204 B2
• Filed: 03/31/2001
• Issued: 06/01/2010
• Est. Priority Date: 03/31/2001
• Status: Active Grant

• Current Assignee: Oracle America, Inc. (Oracle Corporation)
• Original Assignee: Siebel Systems Inc. (Oracle Corporation)
• Inventors: Pak, Wai H.
• Primary Examiner(s): Bruckart; Benjamin R
• Application Number:
  US09/823,678
• Publication Number:
  US 20070192415A1
• Time in Patent Office: 3,349 Days
• Field of Search: 709/223, 709/203, 709/224, 709/226, 709/202, 709/206, 709/238, 709/217, 709/207, 705/21, 705/26
• US Class Current: 709/238
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

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.

Claims

1. A method comprising:

receiving an incoming customer support request at a channel driver, wherein

said channel driver is in communication with a communication channel,

a media type of said communication channel is one of a plurality of media types, and

said channel driver is configured to communicate with said communication channel using said media type;

in response to said receiving said incoming customer support request,

forming a message, wherein

said forming comprises

inserting customer relations management system information into said message, and

configuring said message to be communicated to a communication server by encoding at least a portion of said message in a standard format, wherein

said standard format is independent of said media type of said communication channel,

said standard format conforms to a data format specification,

said communication server and said channel driver are configured to recognize said standard format, and

said data format specification defines a plurality of interactions between said communication server and said channel driver;

communicating said message between said communication server and said channel driver, wherein

said message is configured to transport said customer relations management system information between said communication server and said channel driver, and

said communicating is performed according to said data format specification;

receiving said message at said communication server, wherein

said communication server receives said message from said channel driver,

said receiving is performed in a media-independent manner by virtue of said communication server and said channel driver being configured to communicate according to said data format specification, and

said communication server and said channel driver being configured to communicate according to said data format specification allows said communication server and said channel driver to be configured separately; and

causing said communication server to route said incoming customer support request to an agent, wherein

said communication server is configured to route said incoming customer support request to said agent by virtue of being configured to route said customer relations management system information to a browser coupled to said agent,

said causing routes said incoming customer support request to said agent as a work item,

said causing comprises pushing said customer relations management system information from said communication server in response to said receiving said message,

said customer relations management system information comprises at least one of agent information and work item information,

said agent information comprises information regarding a skill set of an agent, and

said work item information comprises information regarding a task to be performed by said agent.

2. The method of claim 1, further comprising:

inserting a notification into said message, wherein

said notification comprises at least one of notification of an event and autonomously provided information.

3. The method of claim 2, wherein

said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.

4. The method of claim 1, further comprising:

communicating said message from said communication server to a universal queuing system.

5. The method of claim 1, further comprising:

forming a command; and

inserting said command into said message, wherein said command is defined such that a module receiving said message performs an operation.

6. The method of claim 1, further comprising:

forming a request; and

inserting said request into said message, wherein said request is configured to cause a module receiving said message to reply with requested customer relations management system information.

7. The method of claim 1, further comprising:

forming a notification; and

inserting said notification into said message, wherein said notification is formed by a module forming said message.

8. The method of claim 1, wherein

said message defines a function, and

said function is one of an agent-related function, a work item-related function, a statistics-related function and an administrative function.

9. The method of claim 8, wherein

said agent-related function is initiated by one of an AgentLogin command, an AgentLogout command, an AgentInitAuBWork command, an AgentAllMediaAvailable command, a ChangeAgentMediaMode command, a ChangeAgentSkill command, a RequestAgentState request, a RequestAgentMediaMode request, a RequestSystemState request, a RequestAgentWorkableList request, a RequestWorkItemAssignment request, a RequestAgentWorkItemList request and a RequestAgentMediaState request.

10. The method of claim 8, wherein

said work item-related function is initiated by one of an AddWorkItem command, a RequestWorkItemStatus request, an AcceptWorkItem command, a RejectWorkItem command, a CompleteWorkItem command, a WrapUpWorkItemResponse command, a WrapCompleteWorkItem command, an HoldWorkItem command, an UnHoldWorkItem command, a BlindTransferWorkItemToAgent command, a TransferWorkItemToAgent command and a TransferWorkItemToRoute command.

11. The method of claim 8, wherein

said statistics-related function is initiated by one of a SetChannelStatInterval command, a SetRouteStatInterval command, a StartAgentStat command, a StopAgentStat command and a GetSystemStatistics request.

12. The method of claim 8, wherein

said administrative function is initiated by one of a UQOpenConnection command, a UQReopenConnection command, a UQInitRules command, a UQReplaceRules command and a UQDisconnect command.

13. The method of claim 1, wherein forming said message further comprises:

packaging and un-packaging said customer relations management system information using a data transfer protocol.

14. The method of claim 1, wherein

an interface between said communication server and a plurality of channel drivers is configured to provide communication between said communication server and said channel drivers,

said channel drivers comprise said channel driver,

each of said channel drivers is configured to be coupled to at least one of a plurality of communication channels,

said communication channels comprise said communication channel, and

a media type of each communication channel is one of said media types.

15. A computer system comprising:

a processor;

computer readable storage medium coupled to said processor; and

computer code, encoded in said computer readable storage medium, configured to cause said processor to;

receive an incoming customer support request at a channel driver, wherein

said channel driver is in communication with a communication channel,

a media type of said communication channel is one of a plurality of media types, and

said channel driver is configured to communicate with said communication channel using said media type;

form a message, in response to said receiving said incoming customer support request, wherein

said forming comprises

inserting customer relations management system information into said message, and

configuring said message to be communicated to a communication server by encoding at least a portion of said message in a standard format, wherein

 

said standard format is independent of said media type of said communication channel,

 

said standard format conforms to a data format specification,

 

said communication server and said channel driver are configured to recognize said standard format, and

 

said data format specification defines a plurality of interactions between said communication server and said channel driver;

communicate said message between said communication server and said channel driver, wherein

said message is configured to transport said customer relations management system information between said communication server and said channel driver, and

said communicating is performed according to said data format specification;

receive said message at said communication server, wherein

said communication server receives said message from said channel driver,

said receiving is performed in a media-independent manner by virtue of said communication server and said channel driver being configured to communicate according to said data format specification, and

said communication server and said channel driver being configured to communicate according to said data format specification allows said communication server and said channel driver to be configured separately; and

cause said communication server to route said incoming customer support request to an agent, wherein

said communication server is configured to route said incoming customer support request to said agent by virtue of being configured to route said customer relations management system information to a browser coupled to said agent,

said causing routes said incoming customer support request to said agent as a work item,

said causing comprises pushing said customer relations management system information from said communication server in response to said receiving said message,

said customer relations management system information comprises at least one of agent information and work item information,

said agent information comprises information regarding a skill set of an agent, and

said work item information comprises information regarding a task to be performed by said agent.

16. The computer system of claim 15, wherein said computer code is further configured to cause said processor to:

insert a notification into said message, wherein

said notification comprises at least one of notification of an event and autonomously provided information.

17. The computer system of claim 16, wherein

said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.

18. The computer system of claim 15, wherein said computer code is further configured to cause said processor to:

communicate said message from said communication server to a universal queuing system.

19. The computer system of claim 15, wherein said computer code is further configured to cause said processor to:

form a command; and

insert said command into said message, wherein said command is defined such that a module receiving said message performs an operation.

20. The computer system of claim 15, wherein said computer code is further configured to cause said processor to:

form a request; and

insert said request into said message, wherein said request is configured to cause a module receiving said message to reply with requested customer relations management system information.

21. The computer system of claim 15, wherein said computer code is further configured to cause said processor to:

form a notification; and

insert said notification into said message, wherein said notification is formed by a module forming said message.

22. The computer system of claim 15, wherein

said message defines a function, and

said function is one of an agent-related function, a work item-related function, a statistics-related function and an administrative function.

23. The computer system of claim 15, wherein said computer code is further configured to cause said processor to:

package and un-package said customer relations management system information using a data transfer protocol.

24. The computer system of claim 15, wherein

an interface between said communication server and a plurality of channel drivers is configured to provide communications between said communication server and said channel drivers,

said channel drivers comprise said channel driver,

each of said channel drivers is configured to be coupled to at least one of a plurality of communication channels,

said communication channels comprise said communication channel, and

a media type of each communication channel is one of said media types.

25. A computer program product comprising:

a first set of instructions, executable on a computer system, configured to receive an incoming customer support request at a channel driver, wherein

said channel driver is in communication with a communication channel,

a media type of said communication channel is one of a plurality of media types, and

said channel driver is configured to communicate with said communication channel using said media type;

a second set of instructions, executable on a computer system, configured to form a message, in response to said receiving said incoming customer support request, wherein

said second set of instructions comprises

a first subset of instructions, executable on a computer system, configured to insert customer relations management system information into said message, and

a second subset of instructions, executable on a computer system, configured to configure said message to be communicated to a communication server, wherein said second subset of instructions comprises

a first sub-subset of instructions, executable on a computer system, configured to encode at least a portion of said message in a standard format, wherein

 

said standard format is independent of said media type of said communication channel,

 

said standard format conforms to a data format specification,

 

said communication server and said channel driver are configured to recognize said standard format, and

 

said data format specification defines a plurality of interactions between said communication server and said channel driver;

a third set of instructions, executable on a computer system, configured to communicate said message between said communication server and said channel driver, wherein

said message is configured to transport said customer relations management system information between said communication server and said channel driver, and

said communicating is performed according to said data format specification;

a fourth set of instructions, executable on a computer system, configured to receive said message at said communication server, wherein

said communication server receives said message from said channel driver,

said receiving is performed in a media-independent manner by virtue of said communication server and said channel driver being configured to communicate according to said data format specification, and

said communication server and said channel driver being configured to communicate according to said data format specification allows said communication server and said channel driver to be configured separately;

a fifth set of instructions, executable on a computer system, configured to cause said communication server to route said incoming customer support request to an agent, wherein

said communication server is configured to route said incoming customer support request to said agent by virtue of being configured to route said customer relations management system information to a browser coupled to said agent,

said causing routes said incoming customer support request to said agent as a work item,

said causing comprises pushing said customer relations management system information from said communication server in response to said receiving said message,

said customer relations management system information comprises at least one of agent information and work item information,

said agent information comprises information regarding a skill set of an agent, and

said work item information comprises information regarding a task to be performed by said agent; and

computer readable storage media, wherein said computer program product is encoded in said computer readable storage media.

26. The computer program product of claim 25, wherein said computer program product further comprises:

a sixth set of instructions, executable on a computer system, configured to insert a notification into said message, wherein

said notification comprises at least one of notification of an event and autonomously provided information.

27. The computer program product of claim 26, wherein

said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.

28. The computer program product of claim 25, wherein said computer program product further comprises:

a sixth set of instructions, executable on a computer system, configured to communicate said message from said communication sever to a universal queuing system.

29. The computer program product of claim 25, wherein said computer program product further comprises:

a sixth set of instructions, executable on a computer system, configured to form a command; and

a seventh set of instructions, executable on a computer system, configured to insert said command into said message, wherein said command is defined such that a module receiving said message performs an operation.

30. The computer program product of claim 25, wherein said computer program product further comprises:

a sixth set of instructions, executable on a computer system, configured to form a request; and

a seventh set of instructions, executable on a computer system, configured to insert said request into said message, wherein said request is configured to cause a module receiving said message to reply with requested customer relations management system information.

31. The computer program product of claim 25, wherein said computer program product further comprises:

a sixth set of instructions, executable on a computer system, configured to form a notification;

a seventh set of instructions, executable on a computer system, configured to insert said notification into said message, wherein said notification is formed by a module forming said message.

32. The computer program product of claim 25, wherein

said message defines a function, and

said function is one of an agent-related function, a work item-related function, a statistics-related function and an administrative function.

33. The computer program product of claim 25, wherein said computer program product further comprises:

a sixth set of instructions, executable on a computer system, configured to package and un-package said customer relations management system information using a data transfer protocol.

34. The computer program product of claim 25, wherein

an interface between said communication server and a plurality of channel drivers is configured to provide communication between said communication server and said channel drivers,

said channel drivers comprise said channel driver,

each of said channel drivers is configured to be coupled to at least one of a plurality of communication channels,

said communication channels comprise said communication channel, and

a media type of each communication channel is one of said media types.

35. An apparatus comprising:

a processor;

means for receiving an incoming customer support request at a channel driver, wherein

said channel driver is in communication with a communication channel,

a media type of said communication channel is one of a plurality of media types, and

said channel driver is configured to communicate with said communication channel using said media type;

means for forming a message, in response to said receiving said incoming customer support request, wherein

said means for forming said message is communicatively coupled to said processor,

said means for forming comprises

means for inserting customer relations management system information into said message, and

means for configuring said message to be communicated to a communication server, wherein

said means for configuring comprises a means for encoding at least a portion of said message in a standard format,

said standard format is independent of said media type of said communication channel,

said standard format conforms to a data format specification,

said communication server and said channel driver are configured to recognize said standard format, and

said data format specification defines a plurality of interactions between said communication server and said channel driver;

means for communicating said message between said communication server and said channel driver, wherein

said message is configured to transport said customer relations management system information between said communication server and said channel driver, and

said communicating is performed according to said data format specification;

means for receiving said message at said communication server, wherein

said communication server receives said message from said channel driver,

said receiving is performed in a media-independent manner by virtue of said communication server and said channel driver being configured to communicate according to said data format specification, and

said communication server and said channel driver being configured to communicate according to said data format specification allows said communication server and said channel driver to be configured separately; and

means for causing said communication server to route said incoming customer support request to an agent, wherein

said means for causing routes said incoming customer support reuuest to said agent by virtue of being configured to route said customer relations management system information to a browser coupled to said agent,

said means for causing routes said incoming customer support request to said agent as a work item,

said means for causing comprises means for pushing said customer relations management system information from said communication server in response to receipt of said message,

said customer relations management system information comprises at least one of agent information and work item information,

said agent information comprises information regarding a skill set of an agent, and

said work item information comprises information regarding a task to be performed by said agent.

36. The apparatus of claim 35, further comprising:

means for inserting a notification into said message, wherein

said notification comprises at least one of notification of an event and autonomously provided information.

37. The apparatus of claim 36, wherein

said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.

38. The apparatus of claim 35, further comprising:

means for communicating said message from said communication server to a universal queuing system.

39. The apparatus of claim 35, further comprising:

means for forming a command; and

means for inserting said command into said message, wherein said command is defined such that a module receiving said message performs an operation.

40. The apparatus of claim 35, further comprising:

means for forming a request; and

means for inserting said request into said message, wherein said request is configured to cause a module receiving said message to reply with requested customer relations management system information.

41. The apparatus of claim 35, further comprising:

means for forming a notification; and

means for inserting said notification into said message, wherein said notification is formed by a module forming said message.

42. The apparatus of claim 35, wherein

said message defines a function, and

said function is one of an agent-related function, a work item-related function, a statistics-related function and an administrative function.

43. The apparatus of claim 35, further comprises:

means for packaging and un-packaging said customer relations management system information using a data transfer protocol.

44. The apparatus of claim 35, wherein

an interface between said communication server and a plurality of channel drivers is configured to provide communication between said communication server and said channel drivers,

said channel drivers comprise said channel driver,

each of said channel drivers is configured to be coupled to at least one of a plurality of communication channels,

said communication channels comprise said communication channel, and

a media type of each communication channel is one of said media types.

45. A method comprising:

receiving a communication from an agent at a communication server, wherein

said communication from said agent is received in response to a customer support request,

said communication server is configured to communicate with a channel driver,

said channel driver is in communication with a communication channel,

a media type of said communication channel is one of a plurality of media types, and

said channel driver is configured to communicate with said communication channel using said media type;

in response to receiving said communication from said agent,

forming a message, wherein

said forming comprises

inserting customer relations management system information into said message, wherein

said customer relations management system information comprises at least one of agent information and work item information,

said agent information comprises information regarding a skill set of an agent, and

said work item information comprises information regarding a task to be performed by said agent, and

configuring said message to be communicated to said channel driver by encoding at least a portion of said message in a standard format, wherein

said standard format conforms to a data format specification,

said communication server and said channel driver are configured to recognize said standard format, and

said data format specification defines a plurality of interactions between said communication server and said channel driver;

communicating said message between said communication server and said channel driver, wherein

said message is configured to transport said customer relations management system information between said communication server and said channel driver, and

said communicating is performed according to said data format specification;

receiving said message at said channel driver, wherein

said channel driver receives said message from said communication server,

said receiving is performed in a media-independent manner by virtue of said communication server and said channel driver being configured to communicate according to said data format specification, and

said communication server and said channel driver being configured to communicate according to said data format specification allows said communication server and said channel driver to be configured separately; and

causing said channel driver to route said communication from said agent to said communication channel, wherein

said channel driver is configured to route said communication to said communication channel by virtue of being configured to route said customer relations management system information to said communication channel, and

said causing comprises communicating said customer relations management system information from said channel driver, in response to said receiving said message.

46. The method of claim 45, further comprising:

inserting a notification into said message, wherein

said notification comprises at least one of notification of an event and autonomously provided information.

47. The method of claim 46, wherein

said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.

48. The method of claim 45, further comprising:

performing an operation in response to receiving a command.

49. The method of claim 45, further comprising:

replying with requested customer relations management system information in response to receiving said message.

50. The method of claim 45, further comprising:

inserting a notification into said message, wherein said notification is generated by a module forming said message.

51. The method of claim 45, wherein

said message defines a function, and

said function is one of an agent-related function, a work item-related function, a statistics-related function and an administrative function.

52. A computer system comprising:

a processor;

computer readable storage medium coupled to said processor; and

computer code, encoded in said computer readable storage medium, configured to cause said processor to;

receive a communication from an agent at a communication server, wherein

said communication from said agent is received in response to a customer support request,

said communication server is configured to communicate with a channel driver,

said channel driver is in communication with a communication channel,

a media type of said communication channel is one of a plurality of media types, and

said channel driver is configured to communicate with said communication channel using said media type;

form a message, in response to receiving said communication from said agent, wherein

said forming comprises

inserting customer relations management system information into said message, wherein

 

said customer relations management system information comprises at least one of agent information and work item information,

 

said agent information comprises information regarding a skill set of an agent, and

 

said work item information comprises information regarding a task to be performed by said agent, and

configuring said message to be communicated to said channel driver by encoding at least a portion of said message in a standard format, wherein

 

said standard format conforms to a data format specification,

 

said communication server and said channel driver are configured to recognize said standard format, and

 

said data format specification defines a plurality of interactions between said communication server and said channel driver;

communicate said message between said communication server and said channel driver, wherein

said message is configured to transport said customer relations management system information between said communication server and said channel driver, and

said communicating is performed according to said data format specification;

receive said message at said channel driver, wherein

said channel driver receives said message from said communication driver,

said receiving is performed in a media-independent manner by virtue of said communication server and said channel driver being configured to communicate according to said data format specification, and

said communication server and said channel driver being configured to communicate according to said data format specification allows said communication server and said channel driver to be configured separately; and

cause said channel driver to route said communication from said agent to said communication channel, wherein

said channel driver is configured to route said communication to said communication channel by virtue of being configured to route said customer relations management system information to said communication channel, and

said causing comprises communicating said customer relations management system information from said channel driver, in response to said receiving said message.

53. The computer system of claim 52, wherein said computer code is further configured to cause said processor to:

insert a notification into said message, wherein

said notification comprises at least one of notification of an event and autonomously provided information.

54. The computer system of claim 53, wherein

said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.

55. The computer system of claim 52, wherein said computer code is further configured to cause said processor to:

perform an operation in response to receiving a command.

56. The computer system of claim 52, wherein said computer code is further configured to cause said processor to:

reply with requested customer relations management system information in response to receiving said message.

57. The computer system of claim 52, wherein said computer code is further configured to cause said processor to:

insert a notification into said message, wherein said notification is generated by a module forming said message.

58. The computer system of claim 52, wherein

said message defines a function, and

said function is one of an agent-related function, a work item-related function, a statistics-related function and an administrative function.

59. A computer program product comprising:

a first set of instructions, executable on a computer system, configured to receive a communication from an agent at a communication server, wherein

said communication from said agent is received in response to a customer support request,

said communication server is configured to communicate with a channel driver,

said channel driver is in communication with a communication channel,

a media type of said communication channel is one of a plurality of media types, and

said channel driver is configured to communicate with said communication channel using said media type;

a second set of instructions, executable on a computer system, configured to form a message, in response to receiving said communication from said agent, wherein

said forming comprises

inserting customer relations management system information into said message, wherein

said customer relations management system information comprises at least one of agent information and work item information,

said agent information comprises information regarding a skill set of an agent, and

said work item information comprises information regarding a task to be performed by said agent, and

configuring said message to be communicated to said channel driver by encoding at least a portion of said message in a standard format, wherein

said standard format conforms to a data format specification,

said communication server and said channel driver are configured to recognize said standard format, and

said data format specification defines a plurality of interactions between said communication server and said channel driver;

a third set of instructions, executable on a computer system, configured to communicate said message between said communication server and said channel driver, wherein

said message is configured to transport said customer relations management system information between said communication server and said channel driver, and

said communicating is performed according to said data format specification;

a fourth set of instructions, executable on a computer system, configured to receive said message at said channel driver, wherein

said channel driver receives said message from said communication server,

said receiving is performed in a media-independent manner by virtue of said communication server and said channel driver being configured to communicate according to said data format specification, and

said communication server and said channel driver being configured to communicate according to said data format specification allows said communication server and said channel driver to be configured separately;

a fifth set of instructions, executable on a computer system, configured to cause said channel driver to route said communication from said agent to said communication channel, wherein

said channel driver is configured to route said communication to said communication channel by virtue of being configured to route said customer relations management system information to said communication channel, and

said causing comprises communicating said customer relations management system information from said channel driver, in response to said receiving said message; and

computer readable storage media, wherein said computer program product is encoded in said computer readable storage media.

60. The computer program product of claim 59, wherein said computer program product further comprises:

a sixth set of instructions, executable on a computer system, configured to insert a notification into said message, wherein

said notification comprises at least one of notification of an event and autonomously provided information.

61. The computer program product of claim 59, wherein

said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.

62. The computer program product of claim 59, wherein said computer program product further comprises:

a sixth set of instructions, executable on a computer system, configured to perform an operation in response to receiving a command.

63. The computer program product of claim 59, wherein said computer program product further comprises:

a sixth set of instructions, executable on a computer system, configured to reply with requested customer relations management system information in response to receiving said message.

64. The computer program product of claim 59, wherein said computer program product further comprises:

a sixth set of instructions, executable on a computer system, configured to insert a notification into said message, wherein said notification is generated by a module forming said message.

65. The computer program product of claim 59, wherein

said message defines a function, and

said function is one of an agent-related function, a work item-related function, a statistics-related function and an administrative function.

66. An apparatus comprising:

a processor; and

means for receiving a communication from an agent at a communication server, wherein

said communication from said agent is received in response to a customer support request,

said communication server is configured to communicate with a channel driver,

said channel driver is in communication with a communication channel,

a media type of said communication channel is one of a plurality of media types, and

said channel driver is configured to communicate with said communication channel using said media type;

means for forming a message, in response to receiving said communication from said agent, wherein

said means for forming is communicatively coupled to said processor,

said means for forming comprises

means for inserting customer relations management system information into said message, wherein

said customer relations management system information comprises at least one of agent information and work item information.

said agent information comprises information regarding a skill set of an agent, and

said work item information comprises information regarding a task to be performed by said agent, and

means for configuring said message to be communicated to said channel driver by encoding at least a portion of said message in a standard format, wherein

said standard format conforms to a data format specification,

said communication server and said channel driver are configured to recognize said standard format, and

said data format specification defines a plurality of interactions between said communication server and said channel driver;

means for communicating said message between said communication server and said channel driver, wherein

said message is configured to transport said customer relations management system information between said communication server and said channel driver, and

said communicating is performed according to said data format specification;

means for receiving said message at said channel driver, wherein

said channel driver receives said message from said communication server,

said receiving is performed in a media-independent manner by virtue of said communication server and said channel driver being configured to communicate according to said data format specification, and

said communication server and said channel driver being configured to communicate according to said data format specification allows said communication server and said channel driver to be configured separately,

means for causing said channel driver to route said communication from said agent to said communication channel, wherein

said channel driver is configured to route said communication to said communication channel by virtue of being configured to route said customer relations management system information to said communication channel, and

said causing comprises communicating said customer relations management system information from said channel driver, in response to said receiving said message.

67. The apparatus of claim 66, further comprising:

means for inserting a notification into said message, wherein

said notification comprises at least one of notification of an event and autonomously provided information.

68. The apparatus of claim 67, wherein

said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.

69. The apparatus of claim 66, further comprising:

means for performing an operation in response to receiving a command.

70. The apparatus of claim 66, further comprising:

means for replying with requested customer relations management system information in response to receiving said message.

71. The apparatus of claim 66, further comprising:

means for inserting a notification into said message, wherein said notification is generated by a module forming said message.

72. The apparatus of claim 66, wherein

said message defines a function, and

said function is one of an agent-related function, a work item-related function, a statistics-related function and an administrative function.