Unified integration management—contact center portal

• US 9,521,207 B2
• Filed: 05/09/2003
• Issued: 12/13/2016
• Est. Priority Date: 05/09/2002
• Status: Active Grant

• Current Assignee: Protel Communications Limited
• Original Assignee: Protel Communications Limited
• Inventors: Lok, Shek Hung, Dimantha, Ravin
• Primary Examiner(s): Henderson, Esther B
• Application Number:
  US10/435,686
• Publication Number:
  US 20040028212A1
• Time in Patent Office: 4,967 Days
• Field of Search: 709/223
• US Class Current: 1/1
• CPC Class Codes: G06F 16/954 Navigation, e.g. using categorised browsing
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/565 Conversion or adaptation of application format or content adding application control or application functional data H04L67/561
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A system and method is disclosed for providing web and portal enablement of a CTI-based call center, via markup languages and middleware technologies such as XML, J2EE, Web Services, and Message Oriented Middleware (JMS/MOM) technologies. The invention encompasses a system for translating data (including voice and telephony data) and events using a metadata translation layer, which transforms and encapsulates telephony data and events into well-formed markup language syntax. The translated data is then be passed through one or more industry standard interfaces (such as a native interface, XML interface, or web service) to corresponding clients (thin client, native client, e-business application client, wireless clients, etc.) for remote use of information and applications via the web or other browser based portal over any packet-based network.

Claims

1. A system comprising:

a physical device performing asynchronous messaging operations on Computer Telephony Integration (CTI) event messages and Customer Relationship Management (CRM) data messages between a browser client and a plurality of servers such that CTI event messages are given a higher priority than CRM data messages.

2. The system as in claim 1, wherein said CTI event messages and CRM data messages originate at a CTI based call center.

3. The system as in claim 2, wherein said CTI based call center comprises at least one of the following CTI system components:

CTI Server, IVR System, and ACD/PBX System.

4. The system as in claim 3, wherein said CTI system components are integrated in said physical device using a MOM infrastructure.

5. The system as in claim 4, wherein the CTI system components are integrated independent of any RPC scheme.

6. The system as in claim 4, wherein the CTI system components are integrated independent of following RPC schemes:

DCOM, RMI, and CORBA.