Extensible interface for inter-module communication

US 20070192415A1
Filed: 03/31/2001
Published: 08/16/2007
Est. Priority Date: 03/31/2001
Status: Active Grant

First Claim

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1. An inter-module communication comprising:

a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language.

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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.

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98 Claims

1. An inter-module communication comprising:
- a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language.
- View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 97, 98)
- - 2. The inter-module communication of claim 1, wherein said notification comprises at least one of notification of an event and autonomously provided information.
  - 3. The inter-module communication 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 inter-module communication of claim 1, wherein said other customer relations management system information comprises said command, said command configured to cause a module receiving said message to perform an operation.
  - 5. The inter-module communication of claim 1, wherein said other customer relations management system information comprises said request, said request configured to cause a module receiving said message to reply with requested customer relations management system information.
  - 6. The inter-module communication of claim 2, wherein said other customer relations management system information comprises said notification, said notification is generated by a module generating said message.
  - 7. The inter-module communication of claim 1, wherein said message is communicated in order to cause a function to be performed, and said function is one of an agent-related function, a work item-related function, a statistics-related function and an administrative function.
  - 8. The inter-module communication of claim 7, wherein said agent-related function is one of an AgentLogin command, an AgentLogout command, an AgentInitAuxWork 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.
  - 9. The inter-module communication of claim 7, wherein said work item-related function is 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.
  - 10. The inter-module communication of claim 7, wherein said statistics-related function is one of a SetChannelStatInterval command, a SetRouteStatInterval command, a StartAgentStat command, a StopAgentStat command and a GetSystemStatistics request.
  - 11. The inter-module communication of claim 7, wherein said administrative function is one of a UQOpenConnection command, a UQReopenConnection command, a UQInitRules command, a UQReplaceRules command and a UQDisconnect command.
  - 97. The inter-module communication of claim 1, wherein said customer relations management system information includes customer relations management information.
  - 98. The inter-module communication of claim 1, wherein said customer relations management system information includes customer relations management software information.

12. An inter-module interface definition comprising:
- a message definition, wherein said message definition defines a message comprising customer relations management system information and other customer relations management system information, said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, and said other customer relations management system information comprises at least one of a command, a request and a notification.
- View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
- - 13. The inter-module interface definition of claim 12, wherein said notification comprises at least one of notification of an event and autonomously provided information.
  - 14. The inter-module interface definition of claim 13, wherein said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.
  - 15. The inter-module interface definition of claim 12, wherein said message definition defines said command, said command defined such that a module receiving said message performs an operation.
  - 16. The inter-module interface definition of claim 12, wherein said message definition defines said request, said request defined such that a module receiving said message replies with requested customer relations management system information.
  - 17. The inter-module interface definition of claim 12, wherein said message definition defines said notification as being generated by a module generating said message.
  - 18. The definition inter-module interface definition of claim 12, 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.
  - 19. The inter-module interface definition of claim 18, wherein said agent-related function defines one of an AgentLogin command, an AgentLogout command, an AgentInitAuxWork 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.
  - 20. The inter-module interface definition of claim 18, wherein said work item-related function defines 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.
  - 21. The inter-module interface definition of claim 18, wherein said statistics-related function defines one of a SetChannelStatInterval command, a SetRouteStatInterval command, a StartAgentStat command, a StopAgentStat command and a GetSystemStatistics request.
  - 22. The inter-module interface definition of claim 18, wherein said administrative function defines one of a UQOpenConnection command, a UQReopenConnection command, a UQInitRules command, a UQReplaceRules command and a UQDisconnect command.

23. A method of inter-module communication comprising:
- forming a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language.
- View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36)
- - 24. The method of claim 23, wherein said notification comprises at least one of notification of an event and autonomously provided information.
  - 25. The method of claim 24, wherein said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.
  - 26. The method of claim 23, further comprising:
    - communicating said message from a commerce server to a universal queuing system.
  - 27. The method of claim 23, further comprising:
    - forming said command, wherein said other customer relations management system information comprises said command and said command is defined such that a module receiving said message performs an operation.
  - 28. The method of claim 23, further comprising:
    - forming said request, wherein said other customer relations management system information comprises said request and said request is configured to cause a module receiving said message to reply with requested customer relations management system information.
  - 29. The method of claim 23, further comprising:
    - forming said notification, wherein said other customer relations management system information comprises said notification, and said notification is generated by a module generating said message.
  - 30. The method of claim 23, 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.
  - 31. The method of claim 30, 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.
  - 32. The method of claim 30, 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.
  - 33. The method of claim 30, 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.
  - 34. The method of claim 30, 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.
  - 35. The method of claim 30, further comprising:
    - sending said message.
  - 36. The method of claim 35, further comprising:
    - receiving said message.

37. A computer system comprising:
- a processor;
  
  computer readable medium coupled to said processor; and
  
  computer code, encoded in said computer readable medium, configured to cause said processor to;
  
  form a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language.
- View Dependent Claims (38, 39, 40, 41, 42, 43, 44, 45)
- - 38. The computer system of claim 37, wherein said notification comprises at least one of notification of an event and autonomously provided information.
  - 39. The computer system of claim 38, wherein said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.
  - 40. The computer system of claim 37, wherein said computer code is further configured to cause said processor to:
    - communicate said message from a commerce server to a universal queuing system.
  - 41. The computer system of claim 37, wherein said computer code is further configured to cause said processor to:
    - form said command, wherein said other customer relations management system information comprises said command and said command is defined such that a module receiving said message performs an operation.
  - 42. The computer system of claim 37, wherein said computer code is further configured to cause said processor to:
    - form said request, wherein said other customer relations management system information comprises said request and said request is configured to cause a module receiving said message to reply with requested customer relations management system information.
  - 43. The computer system of claim 37, wherein said computer code is further configured to cause said processor to:
    - form said notification, wherein said other customer relations management system information comprises said notification, and said notification is generated by a module generating said message.
  - 44. The computer system of claim 37, 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.
  - 45. The computer system of claim 44, wherein said computer code is further configured to cause said processor to:
    - send said message.

46. A computer program product encoded in computer readable media, said computer program product comprising:
- a first set of instructions, executable on a computer system, configured to form a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language.
- View Dependent Claims (47, 48, 49, 50, 51, 52, 53, 54)
- - 47. The computer program product of claim 46, wherein said notification comprises at least one of notification of an event and autonomously provided information.
  - 48. The computer program product of claim 47, wherein said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.
  - 49. The computer program product of claim 46, wherein said computer program product further comprises:
    - a second set of instructions, executable on said computer system, configured to communicate said message from a commerce server to a universal queuing system.
  - 50. The computer program product of claim 46, wherein said computer program product further comprises:
    - a second set of instructions, executable on said computer system, configured to form said command, wherein said other customer relations management system information comprises said command and said command is defined such that a module receiving said message performs an operation.
  - 51. The computer program product of claim 46, wherein said computer program product further comprises:
    - a second set of instructions, executable on said computer system, configured to form said request, wherein said other customer relations management system information comprises said request and said request is configured to cause a module receiving said message to reply with requested customer relations management system information.
  - 52. The computer program product of claim 46, wherein said computer program product further comprises:
    - a second set of instructions, executable on said computer system, configured to form said notification, wherein said other customer relations management system information comprises said notification, and said notification is generated by a module generating said message.
  - 53. The computer program product of claim 46, 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.
  - 54. The computer program product of claim 53, wherein said computer program product further comprises:
    - a second set of instructions, executable on said computer system, configured to send said message.

55. An apparatus for inter-module communication comprising:
- means for forming a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language.
- View Dependent Claims (56, 57, 58, 59, 60, 61, 62, 63, 64)
- - 56. The apparatus of claim 55, wherein said notification comprises at least one of notification of an event and autonomously provided information.
  - 57. The apparatus of claim 56, wherein said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.
  - 58. The apparatus of claim 55, further comprising:
    - means for communicating said message from a commerce server to a universal queuing system.
  - 59. The apparatus of claim 55, further comprising:
    - means for forming said command, wherein said other customer relations management system information comprises said command and said command is defined such that a module receiving said message performs an operation.
  - 60. The apparatus of claim 55, further comprising:
    - means for forming said request, wherein said other customer relations management system information comprises said request and said request is configured to cause a module receiving said message to reply with requested customer relations management system information.
  - 61. The apparatus of claim 55, further comprising:
    - means for forming said notification, wherein said other customer relations management system information comprises said notification, and said notification is generated by a module generating said message.
  - 62. The apparatus of claim 55, 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.
  - 63. The apparatus of claim 62, further comprising:
    - means for sending said message.
  - 64. The apparatus of claim 63, further comprising:
    - means for receiving said message.

65. A method of inter-module communication comprising:
- receiving a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language.
- View Dependent Claims (66, 67, 68, 69, 70, 71, 72)
- - 66. The method of claim 65, wherein said notification comprises at least one of notification of an event and autonomously provided information.
  - 67. The method of claim 66, wherein said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.
  - 68. The method of claim 65, wherein said receiving of said command occurs at a universal queuing system.
  - 69. The method of claim 65, further comprising:
    - performing an operation in response to receiving said command, wherein said other customer relations management system information comprises said command.
  - 70. The method of claim 65, further comprising:
    - replying with requested customer relations management system information in response to receiving said message, wherein said other customer relations management system information comprises said request.
  - 71. The method of claim 65, wherein said other customer relations management system information comprises said notification, and said notification is generated by a module generating said message.
  - 72. The method of claim 65, 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.

73. A computer system comprising:
- a processor;
  
  computer readable medium coupled to said processor; and
  
  computer code, encoded in said computer readable medium, configured to cause said processor to;
  
  receive a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language.
- View Dependent Claims (74, 75, 76, 77, 78, 79, 80)
- - 74. The computer system of claim 73, wherein said notification comprises at least one of notification of an event and autonomously provided information.
  - 75. The computer system of claim 74, wherein said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.
  - 76. The computer system of claim 73, wherein said receiving of said command occurs at a universal queuing system.
  - 77. The computer system of claim 73, wherein said computer code is further configured to cause said processor to:
    - perform an operation in response to receiving said command, wherein said other customer relations management system information comprises said command.
  - 78. The computer system of claim 73, 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, wherein said other customer relations management system information comprises said request.
  - 79. The computer system of claim 73, wherein said other customer relations management system information comprises said notification, and said notification is generated by a module generating said message.
  - 80. The computer system of claim 73, 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.

81. A computer program product encoded in computer readable media, said computer program product comprising:
- a first set of instructions, executable on a computer system, configured to receive a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language.
- View Dependent Claims (82, 83, 84, 85, 86, 87, 88)
- - 82. The computer program product of claim 81, wherein said notification comprises at least one of notification of an event and autonomously provided information.
  - 83. The computer program product of claim 81, wherein said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.
  - 84. The computer program product of claim 81, wherein said receiving of said command occurs at a universal queuing system.
  - 85. The computer program product of claim 81, wherein said computer program product further comprises:
    - a second set of instructions, executable on said computer system, configured to perform an operation in response to receiving said command, wherein said other customer relations management system information comprises said command.
  - 86. The computer program product of claim 81, wherein said computer program product further comprises:
    - a second set of instructions, executable on said computer system, configured to reply with requested customer relations management system information in response to receiving said message, wherein said other customer relations management system information comprises said request.
  - 87. The computer program product of claim 81, wherein said other customer relations management system information comprises said notification, and said notification is generated by a module generating said message.
  - 88. The computer program product of claim 81, 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.

89. An apparatus for inter-module communication comprising:
- means for receiving a message, wherein said message comprises customer relations management system information and other customer relations management system information, said customer relations management system information comprises at least one of agent information and work item information, said agent information comprises information regarding an agent, said work item information comprises information regarding a work item, said other customer relations management system information is other than said agent information and said work item information, said other customer relations management system information comprises at least one of a command, a request and a notification, and said message is configured to be pushed from a customer relations management system by virtue of at least a portion of said message being encoded in a markup language.
- View Dependent Claims (90, 91, 92, 93, 94, 95, 96)
- - 90. The apparatus of claim 89, wherein said notification comprises at least one of notification of an event and autonomously provided information.
  - 91. The apparatus of claim 90, wherein said customer relations management system information further comprises at least one of queuing information, statistical information, connection information and rule information.
  - 92. The apparatus of claim 89, wherein said receiving of said command occurs at a universal queuing system.
  - 93. The apparatus of claim 89, further comprising:
    - means for performing an operation in response to receiving said command, wherein said other customer relations management system information comprises said command.
  - 94. The apparatus of claim 89, further comprising:
    - means for replying with requested customer relations management system information in response to receiving said message, wherein said other customer relations management system information comprises said request.
  - 95. The apparatus of claim 89, wherein said other customer relations management system information comprises said notification, and said notification is generated by a module generating said message.
  - 96. The apparatus of claim 89, 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.

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Current Assignee
Oracle America, Inc. (Oracle Corporation)
Original Assignee
Siebel Systems Inc. (Oracle Corporation)
Inventors
Pak, Wai

Granted Patent

US 7,730,204 B2
Time in Patent Office

Days
Field of Search
US Class Current

709/206
CPC Class Codes

G06Q 30/02 Marketing; Price estimation...

Extensible interface for inter-module communication

First Claim

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Abstract

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98 Claims

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Extensible interface for inter-module communication

First Claim

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160 Citations

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