Synchronization of communication connection state with communication user interface
First Claim
1. A method for communicating using multiple communication channels of different media types comprising:
- obtaining an event communicated via an incoming communication channel of a plurality of communication channels, each communication channel having a media type, at least two communication channels of the plurality of communication channels having different media types, the event corresponding to a work item available via the incoming communication channel;
providing a notification of the work item via the user interface;
receiving an activation of a work item object of the user interface, the work item object being associated with the work item; and
issuing a command associated with the activation of the work item object to an outgoing communication channel of the plurality of communication channels.
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Abstract
The present invention provides a user interface and method for communicating using multiple communication channels of different media types. The method include obtaining an event communicated via an incoming communication channel, where the event corresponds to a work item available to an agent. A notification of the work item is provided via the user interface. The method includes receiving an activation of a work item object of the user interface, where the work item object is associated with the work item. The method includes issuing a command associated with the activation of the work item object to an outgoing communication channel. The user interface enables the agent to work using different communication channels while presenting a consistent interface independent of the media type of the communication channel.
97 Citations
26 Claims
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1. A method for communicating using multiple communication channels of different media types comprising:
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obtaining an event communicated via an incoming communication channel of a plurality of communication channels, each communication channel having a media type, at least two communication channels of the plurality of communication channels having different media types, the event corresponding to a work item available via the incoming communication channel;
providing a notification of the work item via the user interface;
receiving an activation of a work item object of the user interface, the work item object being associated with the work item; and
issuing a command associated with the activation of the work item object to an outgoing communication channel of the plurality of communication channels. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for communicating using multiple communication channels of different media types comprising:
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obtaining an event communicated via an incoming communication channel of a plurality of communication channels, each communication channel having a media type, at least two of the plurality of communication channels having different media types;
providing a notification of the event via the user interface;
receiving an activation of a command object of the user interface, the command object corresponding to the event; and
issuing a command associated with the activation of the command object to an outgoing communication channel of the plurality of communication channels. - View Dependent Claims (12)
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13. A method for communicating using multiple communication channels of different media types comprising:
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obtaining an event communicated via an incoming communication channel of a plurality of communication channels, each communication channel having a media type, at least two of the plurality of communication channels having different media types;
providing a notification of the event via the user interface;
receiving an activation of a command object of the user interface, the command object being associated with a command related to the event; and
issuing the command to an outgoing communication channel of the plurality of communication channels. - View Dependent Claims (14)
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15. A method for communicating using multiple communication channels of different media types comprising:
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establishing a connection between a user interface and each communication channel of a plurality of communication channels;
obtaining an event communicated via an incoming communication channel of the plurality of communication channels, each communication channel having a media type, at least two of the plurality of communication channels having different media types, the event corresponding to a work item available via the incoming communication channel, the providing the notification being performed via the connection between the incoming communication channel and the user interface;
providing a notification of the work item via the user interface;
receiving an activation of a work item object of the user interface; and
issuing a command associated with the activation of the work item object to an outgoing communication channel of the plurality of communication channels. - View Dependent Claims (16, 18)
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17. A user interface for communicating via multiple communication channels of different media types comprising:
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an obtaining function for obtaining an event communicated via an incoming communication channel of the plurality of communication channels, each communication channel having a media type, at least two of the plurality of communication channels having different media types, the event corresponding to a work item;
a notification function for providing a notification of the event via the user interface;
a work item object; and
a receiving function for receiving an activation of the work item object, wherein the activating the work item object is associated with a command that is issued to an outgoing communication channel of the plurality of communication channels.
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19. A user interface for communicating via multiple communication channels of different media types comprising:
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a notification object for providing a notification of an event communicated via an incoming communication channel of the plurality of communication channels, each communication channel having a media type, at least two of the plurality of communication channels having different media types;
a command object, wherein activation of the command object issues a command corresponding to the event to an outgoing communication channel of the plurality of communication channels. - View Dependent Claims (20)
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21. A computer system comprising:
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a processor;
a display, coupled to said processor;
computer readable medium coupled to said processor; and
computer code, encoded in said computer readable medium, configured to cause said processor to communicate using a plurality of communication channels, wherein at least two of the plurality of communication channels are of different media types by virtue of being configured to cause said processor to;
obtain an event communicated via an incoming communication channel of a plurality of communication channels, each communication channel having a media type, at least two of the plurality of communication channels having different media types, the event corresponding to a work item available via the incoming communication channel;
provide a notification of the work item via a user interface presented on the display;
receive an activation of a work item object of the user interface, the work item object being associated with the work item; and
issue a command associated with the activation of the work item object to an outgoing communication channel of the plurality of communication channels. - View Dependent Claims (23, 24, 25, 26)
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22. A database comprising:
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a communication channel table, which includes information about a communication channel;
an event table which includes information about events originating from a channel driver in response to a communication from a communication channel;
a command table which includes information about commands issued by a channel driver to a communication channel; and
a channel driver table which includes information about a channel driver that controls the operation of a communication channel and from which events originate in response to a communication received from a communication channel and to which commands are issued to a communication channel to perform an action.
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Specification