Apparatus and method for displaying selectable icons in a toolbar for a user interface
First Claim
1. An apparatus comprising:
- a processor; and
a computer-readable storage medium coupled to the processor, wherein the computer-readable storage medium stores a set of instructions operable by the processor to generate a toolbar comprising a plurality of icons,whereina first icon of the plurality of icons corresponds to a mode of response to a work item,the mode of response corresponds to one of a plurality of media types,each of the plurality of media types corresponds to a respective communication channel of a plurality of communication channels,the work item refers to a request to perform an item of work,the set of instructions operable to generate the toolbar are comprised in a communication server that is configured to send commands to, and receive events from, the plurality of communication channels via a plurality of communication channel drivers,the toolbar is generated by the communication server such that the toolbar is configured to be displayed on a client computer,the communication server is configured toreceive a first incoming event from a first channel driver associated with a first communication channel of the plurality of communication channels,send an indication of the first incoming event to the toolbar, whereinthe indication is displayed on the toolbar,receive a first command associated with the first icon, whereinthe first icon is configured to cause the first command to be sent from the client computer, upon selection of the first icon,in response to receiving the first command, send the first command to the first channel driver, whereinthe first channel driver executes the first command using the first communication channel.
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Abstract
A user interface display comprises a plurality of selectable icons and a control symbol in a toolbar. The control symbol can be selected by a user to display additional selectable icons within the toolbar. Incoming events, such as customer support requests or other work items, can be received from a communication server and displayed via a selectable icon or work button in the toolbar. The user interface can notify the user of the incoming event, such as by causing the work button to blink. The user can send a command to the communication server via the user interface relating to the event, such as accepting an incoming work item or releasing a telephone call. The communication server can perform the appropriate event response.
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Citations
24 Claims
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1. An apparatus comprising:
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a processor; and a computer-readable storage medium coupled to the processor, wherein the computer-readable storage medium stores a set of instructions operable by the processor to generate a toolbar comprising a plurality of icons, wherein a first icon of the plurality of icons corresponds to a mode of response to a work item, the mode of response corresponds to one of a plurality of media types, each of the plurality of media types corresponds to a respective communication channel of a plurality of communication channels, the work item refers to a request to perform an item of work, the set of instructions operable to generate the toolbar are comprised in a communication server that is configured to send commands to, and receive events from, the plurality of communication channels via a plurality of communication channel drivers, the toolbar is generated by the communication server such that the toolbar is configured to be displayed on a client computer, the communication server is configured to receive a first incoming event from a first channel driver associated with a first communication channel of the plurality of communication channels, send an indication of the first incoming event to the toolbar, wherein the indication is displayed on the toolbar, receive a first command associated with the first icon, wherein the first icon is configured to cause the first command to be sent from the client computer, upon selection of the first icon, in response to receiving the first command, send the first command to the first channel driver, wherein the first channel driver executes the first command using the first communication channel. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21)
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22. A non-transitory computer-readable storage medium storing a set of instructions executable on a computer system, the set of instructions comprising:
generating a toolbar for display on a client computer, wherein the toolbar is generated by a communication server, the toolbar comprises a plurality of icons, a first icon of the plurality of icons corresponds to a first mode of response to a work item, the first mode of response corresponds to one of a plurality of media types, each of the plurality of media types corresponds to a respective communication channel of a plurality of communication channels, the work item refers to a request to perform an item of work, the communication server is configured to send commands to, and receive events from, the plurality of communication channels via a plurality of communication channel drivers, the toolbar is generated by the communication server such that the toolbar is configured to be displayed on a client computer, and the communication server is configured to receive a first incoming event from a first channel driver associated with a first communication channel of the plurality of communication channels, send an indication of the first incoming event to the toolbar, wherein the indication is displayed on the toolbar, receive a first command associated with the first icon, wherein the first icon is configured to cause the first command to be sent from the client computer, upon selection of the first icon, and in response to receiving the first command, send the first command to the first channel driver, wherein the first channel driver executes the first command using the first communication channel. - View Dependent Claims (23, 24)
Specification