User interface for multi-channel communication

• US 8,601,492 B2
• Filed: 03/31/2001
• Issued: 12/03/2013
• Est. Priority Date: 03/31/2001
• Status: Active Grant

• Current Assignee: Oracle America, Inc. (Oracle Corporation)
• Original Assignee: Siebel Systems Inc. (Oracle Corporation)
• Inventors: Chen, Mingtse, Annadata, Anil K., Huang, Kuang
• Primary Examiner(s): Sough, H S
• Assistant Examiner(s): JORDAN, KIMBERLY L
• Application Number:
  US09/823,531
• Publication Number:
  US 20070192414A1
• Time in Patent Office: 4,630 Days
• Field of Search: 719/310, 719/318, 719/328, 719/321, 709/310, 709/318, 709/205
• US Class Current: 719/318
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 69/14 Multichannel or multilink protocols
• CPC Class Codes: H04L 69/18 Multiprotocol handlers, e.g. single devices capable of handling multiple protocols

Abstract

The present invention provides a user interface and method for communicating using multiple communication channels of different media types. The method includes 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.

Claims

1. A method comprising:

obtaining an event at a communication server, wherein

the event is obtained from a channel driver,

the event originates from a communication channel that is communicatively coupled to the channel driver,

the communication channel is of a first media type,

the communication server is communicatively coupled to a plurality of communication channels via a plurality of channel drivers,

the plurality of communication channels comprises the communication channel,

the plurality of channel drivers comprises the channel driver,

each communication channel of the plurality of communication channels has a media type,

at least two communication channels of the plurality of communication channels have different media types,

each channel driver of the plurality of channel drivers is external to the communication server,

the each channel driver of the plurality of channel drivers is designed to communicate with the communication server according to a communication application program interface (API),

the communication API allows communications occurring between the each channel driver and the communication server to be media-independent, and

the event corresponds to a work item available to an agent;

in response to the obtaining, providing a notification of the work item to the agent via a single user interface, wherein

the single user interface is configured to be presented by a web browser,

the single user interface is configured to simultaneously present a plurality of work items by virtue of the single user interface being configured to communicate with the communication server that is configured to communicate with the plurality of communication channels independent of the media type of the plurality of communication channels, and

the single user interface is further configured to allow the agent to communicate using the plurality of communication channels;

receiving an activation of a work item object from the single user interface, wherein

the work item object is associated with the work item;

identifying a command to be issued, wherein

the command is associated with the activation of the work item object; and

causing the channel driver to issue the command to the communication channel.

2. The method of claim 1, further comprising:

performing the command, wherein

the command is performed by the communication channel.

3. The method of claim 1, wherein

the providing the notification includes providing the notification in real time with the obtaining the event.

4. The method of claim 1, wherein

the providing the notification includes invoking a notification module of the single user interface.

5. The method of claim 1, wherein

the activation of the work item object is associated with an accept work item command.

6. The method of claim 1, wherein

the activation of the work item object is associated with a release work item command.

7. The method of claim 1, further comprising:

sending the command to the channel driver.

8. The method of claim 7, wherein the sending the command to the channel driver comprises:

obtaining the command from the single user interface.

9. The method of claim 1, wherein

the activation of the work item object is associated with selecting from a list of the plurality of work items.

10. The method of claim 1, wherein

the activation of the work item object is associated with one of a suspend work item command and a retrieve work item command.

11. The method of claim 1, wherein

the activation of the work item object is associated with an initiate work item command.

12. The method of claim 1, wherein

the activation of the work item object is associated with one of a blind transfer of work item command, a consultative transfer of work item command, and a conference command.

13. The method of claim 1, wherein

the single user interface comprises a plurality of user interfaces, wherein

each user interface of the plurality of user interfaces is associated with one agent of a plurality of agents;

and further comprising;

determining the one agent of the plurality of agents to be notified of the event, wherein

the providing the notification comprises providing the notification to the one agent via the single user interface associated with the one agent.

14. The method of claim 1, further comprising:

determining the command to be issued from a context of the work item object when the work item object is activated.

15. The method of claim 1, wherein

identifying the communication channel as a source of the event, wherein

the identifying is performed by the communication server,

the communication server is further configured to instantiate a client object,

the channel driver of the plurality of channel drivers corresponding to the communication channel is configured to instantiate a driver object,

the driver object is configured to instantiate a service object,

the service object is specific to the first media type of the communication channel,

the service object is configured to provide commands to the communication channel,

the service object is further configured to communicate with the client object, and

the communication channel is identified by virtue of the service object being configured to communicate with the client object.

16. The method of claim 15, wherein

the channel driver passes a handle of an existing driver object instead of instantiating the driver object, if the existing driver object already exists.

17. A method comprising:

communicating an event from a channel driver to a communication server, wherein

the event originates from a communication channel that is communicatively coupled to the channel driver, and

the communication channel is of a first media type;

obtaining the event at the communication server, wherein

the communication server is communicatively coupled to a plurality of communication channels via a plurality of channel drivers,

the plurality of communication channels comprises the communication channel,

the plurality of channel drivers comprises the channel driver,

each communication channel of the plurality of communication channels has a media type,

at least two communication channels of the plurality of communication channels have different media types,

each channel driver of the plurality of channel drivers is external to the communication server,

the each channel driver of the plurality of channel drivers is designed to communicate with the communication server according to a communication application program interface (API),

the communication API allows communications occurring between the each channel driver and the communication server to be media-independent, and

the event corresponds to a work item available to an agent;

in response to the obtaining, providing a media-independent;

notification of the work item to the agent via a single user interface, wherein

the single user interface is configured to be presented by a web browser,

the single user interface is further configured to simultaneously present a plurality of work items by virtue of the single user interface being configured to communicate with the communication server that is further configured to communicate with the plurality of communication channels independent of the media type of the plurality of communication channels, and

the single user interface is further configured to allow the agent to communicate using the plurality of communication channels;

activating a command from the single user interface; and

causing the channel driver to issue the command to the communication channel.

18. The method of claim 17, wherein

the activating the command is associated with selecting the communication channel.

19. The method of claim 17, wherein

the activating the command is associated with selecting from a list of the plurality of work items.

20. The method of claim 17, wherein

the activating the command is associated with one of a suspend work item command and a retrieve work item command.

21. The method of claim 17, wherein

the activating the command is associated with an initiate work item command.

22. The method of claim 17, wherein

the activating the command is associated with one of a blind transfer of work item command, a consultative transfer of work item command, and a conference command.

23. The method of claim 17, wherein

the single user interface comprises a plurality of user interfaces, wherein

each user interface of the plurality of user interfaces is associated with one agent of a plurality of agents;

and further comprising;

determining the one agent of the plurality of agents to be notified of the event, wherein

the providing the media-independent notification comprises providing the media-independent notification to the one agent via the single user interface associated with the one agent.

24. The method of claim 17, further comprising:

determining the command to be issued from a context of the command object when the command object is activated.

25. A computer program product comprising:

an obtaining module to obtain an event at a communication server, wherein

the event is obtained from a channel driver,

the event originates from a communication channel that is communicatively coupled to the channel driver,

the communication channel is of a first media type,

the communication server is communicatively coupled to a plurality of communication channels via a plurality of channel drivers,

the plurality of communication channels comprises the communication channel,

the plurality of channel drivers comprises the channel driver,

each communication channel of the plurality of communication channels has a media type,

at least two communication channels of the plurality of communication channels have different media types,

each channel driver of the plurality of channel drivers is external to the communication server,

the each channel driver of the plurality of channel drivers is designed to communicate with the communication server according to a communication application program interface (API),

the communication API allows communications occurring between the each channel driver and the communication server to be media-independent, and

the event corresponds to a work item available to an agent;

a notification module to provide a notification of the work item to the agent via a single user interface, in response to obtaining the event, wherein

the single user interface is configured to be presented by a web browser,

the single user interface is configured to simultaneously present a plurality of work items by virtue of the single user interface being configured to communicate with the communication server that is independent of the media type of the plurality of communication channels, and

the single user interface is further configured to allow the agent to communicate using the plurality of communication channels;

a work item object, wherein

the work item object is associated with the work item;

a receiving module to receive an activation of the work item object;

an identifying module to identify a command to be issued, wherein the communication server comprises the identifying module, and the command is associated with the activation of the work item object; and

a physical computer readable storage medium, configured to store the computer program product.

26. The computer program product of claim 25, further comprising:

a causing module to cause the channel driver to issue the command to the communication channel to which the channel driver is coupled.

27. The computer program product of claim 25, further comprising:

an assignment module to determine an assignment of the agent to the work item.

28. A computer program product comprising:

a notification object to provide a notification of an event, wherein

the event is received by a communication server,

the event is received from a channel driver,

the event originates from a communication channel that is communicatively coupled to the channel driver,

the communication channel is of a first media type,

the communication server is communicatively coupled to a plurality of communication channels via a plurality of channel drivers,

the plurality of communication channels comprises the communication channel,

the plurality of channel drivers comprises the channel driver,

each communication channel of the plurality of communication channels has a media type,

at least two communication channels of the plurality of communication channels have different media types,

each channel driver of the plurality of channel drivers is external to the communication server,

the each channel driver of the plurality of channel drivers is designed to communicate with the communication server according to a communication application program interface (API),

the communication API allows communications occurring between the each channel driver and the communication server to be media-independent,

the event corresponds to a work item available to an agent,

the notification is provided via a single user interface,

the single user interface is configured to be presented by a web browser,

the single user interface is further configured to simultaneously present a plurality of work items by virtue of the single user interface being configured to communicate with the communication server that is configured to communicate with the plurality of communication channels independent of the media type of the plurality of communication channels, and

the single user interface is further configured to allow the agent to communicate using the plurality of the communication channels;

a command object, wherein

activation of the command object is associated with a command;

an identifying module to identify the command, wherein

the communication server comprises the identifying module, and

the command is associated with the activation of the work item object;

a causing module to cause the channel driver to issue the command to the communication channel; and

a physical computer readable storage medium, configured to store the computer program product.

29. A computer system comprising:

a processor;

a display, coupled to the processor;

computer readable storage medium coupled to the processor; and

computer code, encoded in the computer readable storage medium, configured to cause the processor to;

obtain an event at a communication server, wherein

the event is obtained from a channel driver,

the event originates from a communication channel that is communicatively coupled to the channel driver,

the communication channel is of a first media type,

a plurality of communication channels comprises the communication channel,

a plurality of channel drivers comprises the channel driver,

each communication channel of the plurality of communication channels has a media type,

at least two communication channels of the plurality of communication channels have different media types,

each channel driver of the plurality of channel drivers is external to the communication server,

the each channel driver of the plurality of channel drivers is designed to communicate with the communication server according to a communication application program interface (API),

the communication API allows communications occurring between the each channel driver and the communication server to be media-independent, and

the event corresponds to a work item available to an agent;

provide a notification of the work item to the agent via a single user interface, in response to obtaining the event, wherein

the single user interface is configured to be presented by a web browser,

the single user interface is further configured to simultaneously present a plurality of work items by virtue of the single user interface being configured to communicate with the communication server that is configured to communicate with the plurality of communication channels independent of the media type of the plurality of communication channels, and

the single user interface is further configured to allow the agent to communicate using the plurality of communication channels;

receive an activation of a work item object from the single user interface, wherein

the work item object is associated with the work item;

identify a command, wherein

the command is associated with the activation of the work item object; and

cause the channel driver to issue the command to the communication channel.

30. A computer program product comprising:

a database comprising;

a communication channel table comprising information regarding a communication channel of a plurality of communication channels,

wherein

the communication channel is of a first media type,

each communication channel of the plurality of communication channels has a media type, and

and at least two of communication channels of the plurality of communication channels have different media types;

a command table comprising information regarding a user interface object of a user interface, wherein

the user interface is configured to be presented by a web browser,

the user interface is further configured to simultaneously present a plurality of work items by virtue of the user interface being configured to communicate with a communication server that is configured to communicate with the plurality of communication channels independent of a media type of the plurality of communication channels, and

the user interface is further configured to allow an agent to communicate with the plurality of the communication channels;

a channel driver table comprising information regarding a channel driver of a plurality of channel drivers that controls the operation of the communication channel and is operable to provide an event from the communication channel to the communication server and to issue a command to the communication channel, wherein

the event corresponds to a work item available to the agent,

the command is associated with activation of the user interface object,

the communication server is communicatively coupled to the plurality of communication channels via the plurality of channel drivers,

the plurality of communication channels comprises the communication channel,

the plurality of channel drivers comprise the channel driver,

each channel driver of the plurality of channel drivers is external to the communication server,

the each channel driver of the plurality of channel drivers is designed to communicate with the communication server according to a communication application program interface (API), and

the communication API allows communications occurring between the each channel driver and the communication server to be media-independent;

an event table comprising information regarding the event;

a command parameter table comprising information regarding the command;

instructions to access the communication channel table, the command table, the channel driver table, the event table, and the command parameter table to communicate via the communication channel; and

a physical computer readable storage medium, configured to store the computer program product.

31. The computer program product of claim 30, wherein

the communication channel table provides access to:

a channel ID of the communication channel;

the first media type of the communication channel; and

a configuration ID of a configuration to which the communication channel belongs.

32. The computer program product of claim 30, wherein

the event table provides access to:

an event ID of the event;

an event name of the event; and

a channel driver ID of the channel driver.

33. The computer program product of claim 30, wherein

the command table provides access to:

a command ID of the command;

a command name of the command; and

a channel driver ID of the channel driver.

34. The computer program product of claim 30, wherein said channel driver table comprises:

a channel driver ID of the channel driver;

the first media type of the communication channel;

a file name of the channel driver; and

a media string that allows a media service associated with the channel driver to be invoked.

35. The computer program product of claim 30, wherein

the channel driver table comprises information regarding the plurality of channel drivers.

36. The computer program product of claim 30, wherein

the communication channel table comprises information regarding the plurality of communication channels.

37. A computer program product comprising:

a user interface object, wherein

the user interface object is displayed using a single user interface,

the single user interface is configured to be presented by a web browser,

the single user interface is further configured to simultaneously present a plurality of work items by virtue of the single user interface being configured to communicate with a communication server that is configured to communicate with a plurality of communication channels independent of a media type of the plurality of communication channels, and

the single user interface is configured to allow an agent to communicate using the plurality of the communication channels;

a receiving module configured to receive an activation of the user interface object, wherein

each communication channel of the plurality of communication channels has a media type,

at least two communication channels of the plurality of communication channels have different media types,

the activation of the user interface object is received at the communication server,

the communication server is communicatively coupled to the plurality of communication channels via a plurality of channel drivers,

each channel driver of the plurality of channel drivers is external to the communication server,

the each channel driver of the plurality of channel drivers is designed to communicate with the communication server according to a communication application program interface (API),

the communication API allows communications occurring between the each channel driver and the communication server to be media-independent;

an accessing module configured to access a command parameter table comprising one or more parameters necessary for a command, a command identifier, and a channel driver;

a channel driver module configured to cause the channel driver to issue the command to the communication channel to which the channel driver is coupled; and

a physical computer readable storage medium storing the modules of the computer program product.

38. The computer program product of claim 37, further comprising:

an event handling module configured to handle an event from an incoming communication channel of the plurality of communication channels.

39. The computer program product of claim 38, further comprising:

a notifying module configured to provide a notification of the event.

40. The computer program product of claim 38, further comprising:

a responding module configured to perform an event response to the event.

41. The computer program product of claim 37, further comprising:

a status object; and

a status updating module configured to update a status of the agent using the single user interface to one of ready and not ready when the status object is activated.

42. The computer program product of claim 37, further comprising:

a status changing module configured to change a status of the agent using the single user interface to one of ready and not ready.

43. The computer program product of claim 37, further comprising:

an assigning module configured to assign the agent to receive a notification of an event; and

a notifying module configured to provide the notification to the agent.

44. A computer program product comprising:

a database comprising;

a command table comprising information regarding a user interface object of a single user interface used to communicate with a communication channel of a plurality of communication channels, wherein

the single user interface is configured to be presented by a web browser,

the single user interface is further configured to simultaneously present a plurality of work items by virtue of the single user interface being configured to communicate with a communication server that is configured to communicate with the plurality of communication channels independent of a media type of the plurality of communication channels,

the single user interface is further configured to allow an agent to communicate using the plurality of communication channels,

the information regarding the user interface object comprises a command associated with activation of the user interface object,

the activation of the user interface object is received at the communication server,

the communication server is communicatively coupled to the plurality of communication channels via a plurality of channel drivers,

each communication channel of the plurality of communication channels has a media type,

at least two communication channels of the plurality of communication channels have different media types,

each channel driver of the plurality of channel drivers is external to the communication server,

the each channel driver of the plurality of channel drivers is designed to communicate with the communication server according to a communication application program interface (API),

the communication API allows communications occurring between the each channel driver and the communication server to be media-independent;

a command parameter table, wherein

the command parameter table specifies one or more parameters for the command;

instructions to access the command table when the single user interface is to display information related to a communication received from the communication channel;

instructions to access the command parameter table;

instructions to cause a channel driver to issue the command to the communication channel to which the channel driver is coupled; and

a physical computer readable storage medium, configured to store the computer program product.

45. The computer program product of claim 44, wherein the database further comprises:

a communication channel table comprising information regarding the communication channel.

46. The computer program product of claim 45, wherein

the communication channel table comprises information about the plurality of communication channels.

47. The computer program product of claim 46, wherein the database further comprises:

a channel driver table comprising information about the plurality of channel drivers, wherein

each channel driver of the plurality of channel drivers controls the operation of one communication channel of the plurality of communication channels.

48. The computer program product of claim 44, wherein the database further comprises:

a channel driver table comprising information about the channel driver that controls the operation of the communication channel.

49. The computer program product of claim 44, wherein:

the command table further comprises information regarding the command sent to the communication channel.

50. The computer program product of claim 44, wherein the database further comprises:

an event table comprising information regarding an event originating in response to a communication received from the communication channel.

51. The computer program product of claim 50, wherein the database further comprises:

an event response table comprising information regarding an event response to be performed in response to the event.

52. A computer program product comprising:

a database comprising;

a command table comprising information regarding a user interface object of a single user interface used to communicate with a communication channel of a plurality of communication channels, wherein

the single user interface is configured to be presented by a web browser,

the single user interface is further configured to simultaneously present a plurality of work items by virtue of the single user interface being configured to communicate with a communication server that is configured to communicate with the plurality of communication channels independent of a media type of the plurality of communication channels,

the single user interface is further configured to allow an agent to communicate using the plurality of communication channels,

the information regarding the user interface object comprises a command associated with activation of the user interface object,

the activation of the user interface object is received at the communication server,

the communication server is communicatively coupled to the plurality of communication channels via a plurality of channel drivers,

each communication channel of the plurality of communication channels has a media type,

at least two communication channels of the plurality of communication channels have different media types,

each channel driver of the plurality of channel drivers is external to the communication server,

the each channel driver of the plurality of channel drivers is designed to communicate with the communication server according to a communication application program interface (API),

the communication API allows communications occurring between the each channel driver and the communication server to be media-independent;

a command parameter table, wherein

the command parameter table specifies a command, and

the command is associated with the activation of the user interface object;

a communication channel table, wherein

the communication channel table comprises information regarding the communication channel associated with the user interface object;

first instructions configured to access the command table, the command parameter table, and the communication channel table to communicate with the communication channel;

second instructions configured to cause a channel driver to issue the command to the communication channel; and

a physical computer readable storage medium, configured to store the computer program product.

53. The computer program product of claim 52, wherein

the command table further comprises information regarding an action to be performed when the user interface object is activated.

54. The computer program product of claim 53, wherein

the action comprises issuing the command to the communication channel.

55. The computer program product of claim 53, wherein

the action comprises setting an agent status to one of ready and not ready.

56. The computer program product of claim 52, wherein

the user interface object further comprises a notification object.

57. A computer program product comprising:

a single user interface comprising at least one user interface object configured to be activated by an agent, wherein

activation of one of the at least one user interface object is associated with issuing a command to a communication channel of a plurality of communication channels,

the activation of the user interface object is received at a communication server from the communication channel,

the communication server is communicatively coupled to the plurality of communication channels via a plurality of channel drivers,

each communication channel of the plurality of communication channels has a media type,

at least two communication channels of the plurality of communication channels have different media types,

each channel driver of the plurality of channel drivers is external to the communication server,

the each channel driver of the plurality of channel drivers is designed to communicate with the communication server according to a communication application program interface (API),

the communication API allows communications occurring between the each channel driver and the communication server to be media-independent,

the single user interface is configured to simultaneously present a plurality of work items by virtue of the single user interface being configured to communicate with the communication server that is configured to communicate with the plurality of communication channels independent of the media type of the plurality of communication channels,

the single user interface is further configured to allow the agent to communicate using the plurality of communication channels,

an accessing module configured to access a command table comprising information regarding the at least one user interface object, wherein

the information regarding the at least one user interface object comprises a respective command associated with activation of each user interface object;

a second accessing module configured to access a command parameter table, wherein

the command parameter table specifies one or more parameters for a command;

a channel driver module configured to cause a channel driver to issue the command to the communication channel to which the channel driver is coupled; and

a physical computer readable storage medium storing the computer program product.

58. The computer program product of claim 57, wherein

the single user interface is further configured to communicate with the communication server.

59. The computer program product of claim 58, wherein

the communication server further receives an indication of the activation of the one user interface object.

60. The computer program product of claim 57, wherein

the channel driver is communicatively coupled to the communication channel to issue the command.

61. The computer program product of claim 57, wherein

each channel driver of the plurality of channel drivers is associated with an associated communication channel of the plurality of communication channels.

62. The computer program product of claim 57, further comprising:

a database comprising;

the command parameter table comprising information regarding the command; and

the command table comprising information regarding the one user interface object and the command to be issued upon the activation of the one user interface object.

63. The computer program product of claim 62, wherein

the database further comprises:

a configuration table comprising information regarding a configuration for a user of the single user interface, wherein

the configuration determines whether the command is available to the user.

64. The computer program product of claim 62, wherein

the command parameter table and the command table are accessed to cause the channel driver to issue the command.

65. An apparatus for communicating comprising:

obtaining means for obtaining an event at a communication server, wherein

the event is obtained from a channel driver,

the event originates from a communication channel that is communicatively coupled to the channel driver,

the communication channel is of a first media type,

the communication server is communicatively coupled to a plurality of communication channels via a plurality of channel drivers,

the plurality of communication channels comprises the communication channel,

the plurality of channel drivers comprises the channel driver,

each communication channel of the plurality of communication channels has a media type,

at least two communication channels of the plurality of communication channels have different media types,

each channel driver of the plurality of channel drivers is external to the communication server,

the each channel driver of the plurality of channel drivers is designed to communicate with the communication server according to a communication application program interface (API),

the communication API allows communications occurring between the each channel driver and the communication server to be media-independent, and

the event corresponds to a work item available to an agent;

notifying means for providing a notification of the work item to the agent via a single user interface, in response to obtaining the event, wherein

the single user interface is configured to be presented by a web browser,

the single user interface is further configured to simultaneously present a plurality of work items by virtue of the single user interface being configured to communicate with the communication server that is configured to communicate with the plurality of communication channels independent of the media type of the plurality of communication channels, and

the single user interface is further configured to allow the agent to communicate using the plurality of communication channels;

receiving means for receiving an activation of a work item object of the single user interface, wherein

the work item object is associated with the work item;

identifying means for identifying a command to be issued, wherein the command is associated with the activation of the work item object; and

causing means for causing the channel driver to issue the command to the communication channel.

66. The apparatus of claim 65, wherein

the command is performed by the communication channel.

67. The apparatus of claim 65, wherein

the notifying means comprise real-time notifying means for providing the notification in real time with the obtaining the event.

68. The apparatus of claim 65, wherein

the notifying means comprises invoking means for invoking a notification module of the single user interface.

69. The apparatus of claim 65, wherein

the activation of the work item object is associated with an accept work item command.

70. The apparatus of claim 65, wherein

the activation of the work item object is associated with a release work item command.

71. The apparatus of claim 65, further comprising:

sending means for sending the command to the channel driver.

72. The apparatus of claim 71, wherein

the sending means comprise command obtaining means for obtaining the command from the single user interface.

73. The apparatus of claim 65, wherein

the sending means send the command to the channel driver.

74. The apparatus of claim 65, wherein

the activation of the work item object is associated with selecting from a list of the plurality of work items.

75. The apparatus of claim 65, wherein

the activation of the work item object is associated with one of a suspend work item command and a retrieve work item command.

76. The apparatus of claim 65, wherein

the activation of the work item object is associated with an initiate work item command.

77. The apparatus of claim 65, wherein

the activation of the work item object is associated with one of a blind transfer of work item command, a consultative transfer of work item command, and a conference command.

78. The apparatus of claim 65, wherein

the single user interface comprises a plurality of user interfaces, wherein

each user interface of the plurality of user interfaces is associated with one agent of a plurality of agents;

and further comprising;

agent determining means for determining the one agent of the plurality of agents to be notified of the event, wherein

the providing the notification comprises providing the notification to the one agent via the user interface associated with the one agent.

79. The apparatus of claim 65, wherein

the causing means comprise command determining means for determining the command to be issued from a context of the work item object when the work item object is activated.

80. A computer program product comprising:

obtaining instructions to obtain an event at a communication server, wherein

the event is obtained from a channel driver,

the event originates from a communication channel that is communicatively coupled to the channel driver,

the communication channel is of a first media type,

the communication server is communicatively coupled to a plurality of communication channels via a plurality of channel drivers,

the plurality of communication channels comprises the communication channel,

the plurality of channel drivers comprises the channel driver,

each communication channel of the plurality of communication channels has a media type,

at least two communication channels of the plurality of communication channels have different media types,

each channel driver of the plurality of channel drivers is external to the communication server,

the each channel driver of the plurality of channel drivers is designed to communicate with the communication server according to a communication application program interface (API),

the communication API allows communications occurring between the each channel driver and the communication server to be media-independent, and

the event corresponds to a work item available to an agent;

notifying instructions to provide a notification of the work item to the agent via a single user interface, in response to obtaining the event, wherein

the single user interface is configured to be presented by a web browser;

the single user interface is further configured to simultaneously present a plurality of work items by virtue of the single user interface being configured to communicate with the communication server that is configured to communicate with the plurality of communication channels independent of the media type of the plurality of communication channels, and

the single user interface is further configured to allow the agent to communicate using the plurality of communication channels;

receiving instructions to receive an activation of a work item object from the single user interface, wherein

the work item object is associated with the work item;

identifying instructions to identify a command;

causing instructions to cause the channel driver to issue the command to the communication channel; and

a computer-readable storage medium, configured to store the computer program product.

81. The computer program product of claim 80, wherein

the command is performed by the communication channel.

82. The computer program product of claim 80, wherein

the notifying instructions comprise real-time notifying instructions to provide the notification in real time with the obtaining the event.

83. The computer program product of claim 80, wherein

the notifying instructions comprise invoking instructions to invoke a notification module of the single user interface.

84. The computer program product of claim 80, wherein

the activation of the work item object is associated with an accept work item command.

85. The computer program product of claim 80, wherein

the activation of the work item object is associated with a release work item command.

86. The computer program product of claim 80, further comprising:

sending instructions for sending the command to the channel driver.

87. The computer program product of claim 86, wherein

the sending instructions further comprise command obtaining instructions for obtaining the command from the single user interface.