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.

Abstract: An apparatus and method for coordinating communication between one or more agents and a plurality of communication channels associated with different media formats such as telephone, email, and fax. A first request in a first media format can be received via a first communication channel and a second request in a second media format can be received via a second communication channel. Agents can be enabled to access requests in one or more of the media formats, and requests can be assigned to agents based on the types of media formats the agents can access, the subject matter of the requests, and/or the agents' skills. The requests can be placed in a queue until an agent is available to accept the request. Rules for assigning requests to agents can be included in a queuing engine. Agents can also decline a request routed to them, and route the request to another agent or return it back to the queue.

Abstract: An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The data can further include information related to an agent's skills, a list of media routes, statistics for communication channels of specified media types, statistics for an agent, and journals for work items. Priority values for the media routes, the maximum number of queued items for the media routes, and times for escalating a work item can also be included.

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.

Abstract: The present invention provides a configurable system for communicating via multiple communication channels of different media types. The system includes multiple channel drivers for communicating with a corresponding communication channel of multiple communication channels of different media types. The system includes a command table for storing commands associated with a channel driver. The system user interface for specifying an outbound communication channel to perform an outbound command of the plurality of commands. The system includes instructions for determining an outbound channel driver of the plurality of outbound channel drivers to issue the outbound command to the outbound communication channel. The system includes instructions for sending the outbound command to the outbound channel driver for issuing the outbound command to the outbound communication channel.

Abstract: A method, user interface module, computer program product, computer system and system that enable a graphical user interface to be used by persons with visual disabilities. The graphical user interface includes a toolbar, which provides features that enable a visually disabled user to navigate and activate the functions provided by buttons or other controls on the communication toolbar. As a user navigates around the user interface, auditory messages are read describing functionality of different features of the graphical user interface. The text can be audibly read by, for example, a screen reader module. By using a hotkey or menu navigation, a user can issue commands that would normally be issued by clicking on the toolbar. Furthermore, the user can type text into text input boxes, select items from combo boxes, enable broadcast messages to be read, and choose to listen to status messages.

Abstract: A method, system, computer system and computer program product to enable a single interface to be used to prepare and present messages in a variety of different formats. For example, the single interface can be used to prepare, receive or display messages in different languages, such as English or Japanese, which require different character sets. Furthermore, the single interface supports preparing, sending, and receiving messages in multiple text formats, such as plain text, rich text, and Multiple Internet Mail Extension (MIME) format. A message can be received in a native format, and a format for providing a response to the message can be dynamically selected. The response is provided in the dynamically-selected format.

Abstract: One or more third party channel drivers interface with a centralized communication application server. An aggregate channel driver (ACD) is included in a channel driver to implement commands and command parameters that are supported by a particular core channel driver (CCD), but not by the communication server. The ACD can also implement events and event parameters that are supported by a particular communication server, but not by the CCD. A customer can thus include the ACD to extend and/or overwrite the functionality of a channel driver without rewriting or modifying the CCD.

Abstract: A user interface display comprises a plurality of selectable icons and a control symbol in a toolbar. The control symbol can be selected by a user to display additional selectable icons within the toolbar. The additional icons can be inserted adjacent the control symbol or in another location on the toolbar. A user can associate a set of one or more selectable icons with a control symbol. The set of icons can be displayed adjacent the control symbol or at any pre-specified position on the toolbar. In one implementation, reselecting the control symbol removes the additional icons from the toolbar. In another implementation, the additional icons are removed when one of the additional icons is selected. If the icons are positioned adjacent to their corresponding control symbol, the display position of other icons on the toolbar is adjusted to allow room for the additional icons.

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.

Abstract: A method and system to dynamically associate a workstation with a teleset. Data related to the call are transferred to the workstation during the call. Forming the dynamic association between the workstation and the teleset can include determining a hostname for the workstation, searching for the hostname in configuration data, and, if the hostname is found, dynamically associating the workstation with a teleset associated with the hostname. A server can be notified to transfer data associated with a call on the teleset to the workstation.

Abstract: A system, apparatus, and method for routing work items to agents, wherein the work items can be of one of two or more different communication media types from one of two or more different communication channels. A queuing engine includes a list of routes and each route is associated with one or more properties. The list of routes can further include information related to one or more escalation rules for each route; the type of communication media available along the route for handling one or more of the work items; whether the route is active; the priority of the route; whether work items can be handled real-time; the service level for work items handled on the route; and the number of work items that can be assigned to the route.

Abstract: A method and system to dynamically associate a workstation with a teleset. Data related to the call are transferred to the workstation during the call. Forming the dynamic association between the workstation and the teleset can include determining a hostname for the workstation, searching for the hostname in configuration data, and, if the hostname is found, dynamically associating the workstation with a teleset associated with the hostname. A server can be notified to transfer data associated with a call on the teleset to the workstation.

Abstract: A method and system to dynamically associate a workstation with a teleset. Data related to the call are transferred to the workstation during the call. Forming the dynamic association between the workstation and the teleset can include determining a hostname for the workstation, searching for the hostname in configuration data, and, if the hostname is found, dynamically associating the workstation with a teleset associated with the hostname. A server can be notified to transfer data associated with a call on the teleset to the workstation.

Abstract: Method and system for determination and granting of access to data and files by the file or database creator, owner or manager or by group or user access profiles. The database is partitionable among data owners, and access is awarded based upon the requestor's organizational attributes.

Abstract: Method and system for determination and granting of access to data and files by the file or database creator, owner or manager or by group or user access profiles. The database is partitionable among data owners, and access is awarded based upon the requestor's organizational attributes.

Abstract: A method and system for enabling a CTI user to log in at any work station in a network and utilize the system with the correct teleset, and also to transfer a CTI transaction or interaction to another CTI user.

Abstract: A method and system for enabling a CTI user to log in at any work station in a network and utilize the system with the correct teleset, and also to transfer a CTI transaction or interaction to another CTI user.