Method and apparatus for distributing computer integrated telephony (CTI) scripts using extensible mark-up language (XML) for mixed platform distribution and third party manipulation

• US 6,286,033 B1
• Filed: 04/28/2000
• Issued: 09/04/2001
• Est. Priority Date: 04/28/2000
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Kishinsky, Konstantin, Postupalski, Pavel, Anisimov, Nikolay, Pogossiants, Gregory
• Primary Examiner(s): Lim, Krisna
• Application Number:
  US09/561,139
• Time in Patent Office: 494 Days
• Field of Search: 703/13, 709/203, 709/302, 709/303, 707/10, 379/90.01
• US Class Current: 709/203
• CPC Class Codes: G06F 40/143 Markup, e.g. Standard Generalized Markup Language [SGML] or Document Type Definition [DTD]
• CPC Class Codes: G06F 40/151 Transformation
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A network-based system for distributing object-oriented CTI scripts is provided. The system includes, at least one source communication center enabled with an object-oriented-programming-system for generating and distributing the CTI scripts, at least one receiving communication center enabled with an object-oriented-programming-system for receiving and implementing the CTI scripts, an instance of a descriptor-language-converter application installed and operational within the source communication center and an instance of the descriptor-language-converter application installed and operational within receiving communication center. The source center creates the CTI script using its own object-oriented-programming-system, converts the object-oriented script into a descriptor language using the descriptor-language-converter, and distributes the descriptor-language script over the network and, wherein the receiving communication center receives the descriptor-language script and interpreting the language, regenerates a version of the original CTI script using its own object-oriented-programming-system. In preferred embodiments, XML language is used as the descriptor-language. In other embodiments, other descriptor languages may be used.

Claims

1. A network-based system for distributing object-oriented CTI scripts comprising:

at least one source communication center enabled with an object-oriented-programming-system for generating and distributing the CTI scripts;

at least one receiving communication center enabled with an object-oriented-programming-system for receiving and implementing the CTI scripts;

an instance of a descriptor-language-converter application installed and operational within the source communication center; and

an instance of the descriptor-language-converter application installed and operational within receiving communication center, characterized in that the source center creates the CTI script using its own object-oriented-programming-system, converts the object-oriented script into a descriptor language using the descriptor-language-converter, and distributes the descriptor-language script over the network and, wherein the receiving communication center receives the descriptor-language script and interpreting the language, regenerates a version of the original CTI script using its own object-oriented-programming-system.

2. The system of claim 1, wherein the network is the Internet network.

3. The system of claim 2, wherein the descriptor language is XML and the descriptor-language-converters are XML converter applications.

4. The system of claim 3, wherein the instances of XML converter applications are integrated with respective object-oriented-programming-systems within each source and receiving communication center.

5. The system of claim 4, wherein a centralized XML server is provided in the network for storing distributed CTI scripts described in XML language for download by receiving centers.

6. The system of claim 4, wherein the descriptor language is one of a family of XML languages.

7. A software driver for reading and writing XML descriptor-language describing object-oriented CTI scripts comprising:

an XML writer for expressing object-oriented CTI scripts in the form of XML;

an XML reader for interpreting object-oriented CTI scripts expressed in the form of XML; and

an application-programming-interface for interfacing the software driver to an object-oriented-programming-system.

8. The software driver of claim 7, wherein the driver creates and distributes an XML version of the object-oriented CTI script created by the object-oriented-programming-system.

9. The software driver of claim 8, wherein the driver interprets a received XML version of the object-oriented CTI script, and in conjunction with the object-oriented programming system, generates the object-oriented CTI script.

10. The software driver of claim 9, wherein the driver uses a universal document-type-definition to both interpret and to write XML versions of CTI object-oriented scripts.

11. The software driver of claim 10, wherein the document-type-definition contains the description of functional objects of both source communication centers and receiving communication centers.

12. The software driver of claim 11, wherein data-network-telephony scripts are created, distributed, and interpreted instead of CTI scripts.

13. The software driver of claim 11, wherein both CTI scripts and data-network-telephony scripts are created, and interpreted.

14. A method for sharing object-oriented CTI scripts between disparate communication centers comprising the steps of:

(a) creating or providing an object-oriented script generated by an object-oriented programming system at a source center;

(b) converting the object-oriented script into a platform-independent descriptor language,

(c) distributing the descriptor language from the source center to a receiving center over a communications network;

(d) receiving the descriptor language at the receiving center over the same network; and

(e) regenerating an object-oriented script using the object-oriented programming-system.

15. The method of claim 14 wherein in step in (b), the platform-independent descriptor language is of the form of XML.

16. A method of claim 15 wherein in step (c), the receiving center is an XML file server.

17. The method of claim 16 wherein an additional step is added between (c) and (d) for pulling the XML descriptor language from the XML file server.