Interaction management

• US 8,468,545 B2
• Filed: 08/18/2010
• Issued: 06/18/2013
• Est. Priority Date: 08/18/2010
• Status: Active Grant

• Current Assignee: 8X8, Inc.
• Original Assignee: 8X8, Inc.
• Inventors: Townsend, Robert, Hegde, Praveen, Li, Sui Heung Zoe
• Primary Examiner(s): Ho, Andy
• Assistant Examiner(s): SEYE, ABDOU K
• Application Number:
  US12/858,814
• Publication Number:
  US 20120047517A1
• Time in Patent Office: 1,035 Days
• Field of Search: 719/313
• US Class Current: 719/313
• CPC Class Codes: G06F 16/93 Document management systems
• CPC Class Codes: H04M 2203/4509 Unified messaging with single point of access to voicemail and other mail or messaging systems unified messaging in packet switching networks H04L51/56
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

In a system, at least one web server provides an interface to a web-enabled application to a first computing device, with the web-enabled application and the at least one web server belonging to a first domain. An interaction routing module routes a contact event to the first computing device. At least one application server receives and responds to an Hypertext Transfer Protocol (HTTP) request for requested information related to the contact event. The HTTP request is generated by the web-enabled application. An integration module receives the HTTP request from the at least one application server and translates the HTTP request to an application programming interface call to interface with a second computing device storing the requested information in a second domain. A messaging module provides the requested data to the web-enabled application.

Claims

1. A computer-implemented method, comprising:

providing an interface to a web-enabled application to a first computing device via a network, the web-enabled application in communication with a networked contact center in a first domain;

transmitting a contact event to the web-enabled application;

receiving, from the first computing device, a Hypertext Transfer Protocol (HTTP) request for requested information related to the contact event;

selecting, from a plurality of remote systems storing information, a remote system that stores the requested information and that is located in a second domain;

identifying an application programming interface (API) call for interfacing with a second computing device of the selected remote system;

translating the HTTP request into the identified application programming interface (API) call to interface with the second computing device storing the requested information in the second domain;

receiving the requested information from the second computing device; and

providing the requested information to the web-enabled application.

2. The computer-implemented method of claim 1, further comprising establishing a long lasting connection between the web-enabled application and an application server of the networked contact center using a long polling COMET transport.

3. The computer-implemented method of claim 1, wherein the interface to the web-enabled application has a plurality of inline frames, the inline frames in communication with each other via a message bus.

4. The computer-implemented method of claim 3, wherein a first inline frame of the plurality of inline frames of the interface receives the requested information and publishes the requested information with a topic on the message bus, wherein a second inline frame of the plurality of inline frames subscribing to the topic retrieves the requested information from the message bus, and wherein the second inline frame updates data displayed in the second inline frame with the requested data.

5. The computer-implemented method of claim 1, further comprising monitoring a status of the first computing device in real-time, the monitoring including receiving status data from the first computing device and translating the status data for use with a statistics engine.

6. The computer-implemented method of claim 1, further comprising generating a screen pop on the interface of the web-enabled application, the screen pop populating data fields of the interface with the contact event and the requested data.

7. The computer-implemented method of claim 1, further comprising updating the interface of the web-enabled application with the requested data without refreshing the interface.

8. A system, comprising:

at least one web server that includes hardware circuitry configured to provide access to a web-enabled application to a first computing device, the web-enabled application and the at least one web server belonging to a first domain;

an interaction routing module configured to route a contact event to the first computing device;

at least one application server that includes hardware circuitry configured to receive and respond to an Hypertext Transfer Protocol (HTTP) request for requested information related to the contact event, the HTTP request generated by the web-enabled application;

an integration module configured and arranged to

receive the HTTP request from the at least one application server;

determine whether the requested information is stored on at least one web server belonging to the first domain; and

translate, in response to determining that the requested information is not stored on at least one web server belonging to the first domain, the HTTP request to an application programming interface call to interface with a second computing device storing the requested information in a second domain; and

a messaging module configured to provide the requested information to the web-enabled application.

9. The system of claim 8, wherein the at least one application server is configured to establish a long lasting connection with the web-enabled application using a long polling COMET transport.

10. The system of claim 8, wherein the web-enabled application includes a user interface having a plurality of inline frames, the inline frames in communication with each other via a message bus.

11. The system of claim 10, wherein a first inline frame of the plurality of inline frames of the user interface receives the requested information and publishes the requested information with a topic on the message bus, wherein a second inline frame of the plurality of inline frames subscribing to the topic retrieves the requested information from the message bus, and wherein the second inline frame updates data displayed in the second inline frame with the requested data.

12. The system of claim 8, further comprising a load balancing module configured to distribute contact events, data, and HTTP requests among the at least one web server.

13. The system of claim 8, further comprising a location server configured to identify an agent among a plurality of agents to allocate the contact event.

14. The system of claim 8, wherein the messaging module is further configured to receive data from the first computing device and to translate the data into status data.

15. The system of claim 14, further comprising a statistics engine configured to receive the status data from the messaging module and to track a status of an agent using the status data.

16. A non-transitory computer-readable storage medium storing a set of instructions that, when executed by a processor, causes the processor to perform operations comprising:

providing an interface to a web-enabled application to a first computing device via a network, the web-enabled application in communication with a networked contact center in a first domain;

transmitting a contact event to the web-enabled application;

receiving, from the first computing device, a Hypertext Transfer Protocol (HTTP) request for requested information related to the contact event;

selecting, from a plurality of remote systems storing information, a remote system that stores the requested information and that is located in a second domain;

identifying an application programming interface (API) call for interfacing with a second computing device of the selected remote system;

translating the HTTP request into the identified application programming interface (API) call to interface with the second computing device storing the requested information in a second domain;

receiving the requested information related to the contact event from the second computing device; and

providing the requested information to the web-enabled application.

17. The non-transitory computer-readable storage medium of claim 16, further comprising establishing a long lasting connection between the web-enabled application and an application server of the networked contact center using a long polling COMET transport.

18. The non-transitory computer-readable storage medium of claim 16, wherein the interface to the web-enabled application has a plurality of inline frames, the inline frames in communication with each other via a message bus.

19. The non-transitory computer-readable storage medium of claim 18, wherein a first inline frame of the plurality of inline frames of the interface receives the requested information and publishes the requested information with a topic on the message bus, wherein a second inline frame of the plurality of inline frames subscribing to the topic retrieves the requested information from the message bus, and wherein the second inline frame updates data displayed in the second inline frame with the requested data.

20. The non-transitory computer-readable storage medium of claim 16, further comprising monitoring a status of the first computing device in real-time, the monitoring including receiving status data from the first computing device and translating the status data for use with a statistics engine.

21. The non-transitory computer-readable storage medium of claim 16, further comprising generating a screen pop on the interface of the web-enabled application, the screen pop populating data fields of the interface with the contact event and the pushed data.

22. The non-transitory computer-readable storage medium of claim 16, further comprising updating the interface of the web-enabled application with the requested data without refreshing the interface.

23. An apparatus, comprising:

means for providing an interface to a web-enabled application to a first computing device via a network, the web-enabled application in communication with a networked contact center in a first domain;

means for transmitting a contact event to the web-enabled application;

means for receiving, from the first computing device, a Hypertext Transfer Protocol (HTTP) request for requested information related to the contact event;

means for determining at which of a plurality of remote systems the requested information is stored;

means for translating, in response to determining that the requested information is stored on one of the plurality of remote systems, the HTTP request into an application programming interface (API) call to interface with a second computing device of the determined one of the plurality of remote systems that stores the requested information in a second domain;

means for receiving the requested information from the second computing device; and

means for providing the requested information to the web-enabled application.

24. The apparatus of claim 23, further comprising means for monitoring a status of the first computing device in real-time, the means for monitoring including means for receiving status data from the first computing device and means for translating the status data for use with a statistics engine.

25. The apparatus of claim 23, further comprising means for establishing a long lasting connection between the web-enabled application and an application server of the networked contact center using a long polling COMET transport.