Abstract: According to a broad aspect of a preferred embodiment of the invention, telephone calls, data and other multimedia information is routed through a hybrid network which includes transfer of information across the internet utilizing telephone routing information and internet protocol address information. The hybrid network includes an intelligent network solution which allows hybrid network service users to maintain the same experience and have access to the same information regardless of where or how they access the network. The solution avoids synchronicity management problems associated with replicating user data over a worldwide network.

Abstract: A customer contact management system is described. The system can be customized in order to provide custom contact types and sub-types for the types of contacts relating to individual customers, groups of customers, and business entities. User preferences may be defined to further customize the system to provide the most convenient and time efficient searching, entry, and response actions. Prior contacts can be searched and located by generating filter criteria through the order-independent selection of contact types, contact sub-types, customer identification, and customer contact dates. Records detailing the nature of the customer contact can be stored, whether the contact is user-initiated, system-initiated, or customer-initiated. Internal messages and scripted messages are provided to assist the user of the system in conducting customer service activities. The number and frequency of the internal and scripted messages can be altered according to the experience level of the user.

Abstract: A computer-assisted software engineering system facilitates the design, implementation, and execution of applications in cooperative processing environments. Design tools create, store, retrieve, and edit system specifications in a repository. Construction tools generate applications from the systems specification created by the design tools. A run-time execution architecture is provided for executing the applications on a plurality of computer hardware platforms. The run-time execution architecture includes pre-programmed presentation services for interacting with the user and pre-programmed distribution services for routing and transferring messages.