Abstract: A system and method for blending tasks received from a plurality of media switches. The method comprises receiving a plurality of task data indicating a plurality of tasks and a plurality of agent data indicating a plurality of agents. The task data and the agent data are stored in a database system. Tasks are assigned to the agents according to workflows. The system comprises a blending engine coupled to a plurality of media switches and a plurality of agent workstations coupled to the blending engine. The blending engine receives a plurality of task data from the media switches. The agent workstations provide a plurality of agent data to the blending engine. The blending engine provides a plurality of task assignments to the agent workstations according to workflows.

Abstract: A method of accumulating and summarizing a number of customer interaction records pertaining to a specific customer records system (e.g., an ACD) over a predetermined time period commences with the receipt of interaction record including interaction information describing customer interaction. For example, the interaction information could indicate the hold time for a particular call received at the ACD. A cumulative record to which the interaction record contributes is then identified, and the cumulative record is then automatically updated to reflect predetermined interaction information contained within the interaction record. For example, a cumulative log of hold times for the particular ACD over a predetermined time interval may be updated with hold time information included within the interaction record.

Abstract: A method and apparatus for extensible real-time workflows are described. The present invention allows a user of a transaction processing system, such as a customer relationship management (CRM) tool or an automatic call distribution (ACD), for example, to easily add new event sources without recompiling the core workflow server engine of the transaction processing system. The invention also supports features such as the adding of new services, the exchange of events and parameters with other systems, real-time collection and display of workflow statistical information, the use of a centralized configuration database, incremental loading and unloading of workflows and rules, and exception handling.

Abstract: A method of facilitating an outbound customer interaction involves monitoring user access activity, and automatically accumulating access data concerning such user access activity, with respect to a resource retrieved from one or more network locations (e.g., identified by URLs). The user access to the one or more network locations typically occurs via a user device coupled to a network to facilitate the access to the network locations. A trigger event is then detected based on the user access activity as reflected by the accumulated access data.

Abstract: A method and apparatus for integrating business data and transaction data in a transaction processing environment comprises a telephone call processing system including a call distribution device connected to several agent devices through one type of communication link. The call distribution device is connected to an information server through another type of communication link. The information server includes a database for storing business data associated with call data for a particular call. A machine implemented method for storing data related to a call comprising the steps of transmitting a host data value from an agent device to the information server during a transaction, and, if a host data signal is received by the data warehouse during the transaction, associating the host data value with a transaction identifier and storing the host data value in the database a predetermined time after a termination of the call.

Abstract: A method for time synchronization of a plurality of telephony application units in a computer network retrieves a master clock value from a master telephony application unit configured to establish communication between two or more individuals and synchronizes a client clock value of a telephony application unit with the master clock value. Each of the plurality of telephony application unit is coupled to the master telephony application unit and is also configured to establish communication between two or more individuals.

Abstract: A system, method, and article of manufacture is provided for compiling visual primitives of a transaction flow used by a transaction processing system. Visual primitives of the transaction flow are compiled into multiple routing instructions, which may be stored in a routing table. The routing instructions are then provided to the transaction processing system. The routing instructions are stored in a database contained in the transaction processing system. The routing table is converted into a native language of the transaction processing system. The system is also capable of accessing a series of routing instructions from a transaction processing system, compiling the routing instructions into visual primitives of the transaction flow, and displaying the visual primitives of the transaction flow on a visual display.

Abstract: A system is described for monitoring information access. The system provides an access monitoring application to an information accessing system. The access monitoring application monitors information accessed by the information accessing system. Data is received from the information accessing system which identifies the information accessed by the information accessing system. The information accessing system may use a web browser application to access information stored in web pages and the access monitoring application may monitor web pages accessed by the web browser application. The system terminates the monitoring of information access if the information accessing system stops accessing information.

Abstract: According to one embodiment a transaction processing system includes a first system controller and a second system controller coupled to the first system controller. The transaction processing system further includes a second multi-media system coupled to the second system controller. While the transaction processing system is operating in a normal mode, transactions are transmitted by the first multi-media system. Furthermore, transactions are received by both the first and second multi-media system.

Abstract: A system, method, and article of manufacture for editing visual primitives of a transaction flow used by a transaction processing system. A visual representation of a transaction flow containing visual primitives is accessed from a storage device by a digital computer. The visual primitives are then displayed on the visual display. The system then edits the visual primitives in a manner that provides for unrestricted placement of the visual primitives. A visual indicator is displayed if the transaction flow is incomplete. Alphanumeric text can be added to a visual primitive or placed elsewhere within the transaction flow. A connection is automatically established between a pair of visual primitives if the visual primitives overlap one another. Transaction flow templates can be selected and modified by the visual editing system.

Abstract: An automated transaction processing system implements a method for tracking information regarding electronic transactions received by an automated transaction processing system. The method includes the steps of initializing an output file and receiving multiple messages related to a transaction. Each of the messages has several parameters, at least one of which is alphabetic or alphanumeric. The method also includes the steps of converting the associated parameters to a comma separated variable (CSV) format, storing the associated parameters in the CSV format in the output file, and transferring the output file to a database.

Abstract: A system, method, and article of manufacture for displaying visual primitives of a transaction flow through a transaction processing system. A visual representation of a transaction flow containing visual primitives is accessed from a storage device by a digital computer. The digital computer is then used to display the visual primitives of the transaction flow an a visual display in a flexible manner. The visual primitives can be dynamically sized and may display properties of each visual primitive. Configuration information associated with the transaction flow is also shown on the visual display.

Abstract: A system is described for generating an agent script. The system determines a web page being viewed by an information requester when a request for information was initiated. An agent script is generated on the web page being viewed by the information requester when the request for information was initiated. Additionally, the agent script may be generated based on an identity associated with the information requester, a history of web pages viewed by the information requester, or the identity of an agent handling the request for information. The system is also capable of displaying multiple information identifiers, based on various factors, such as the identity of the information requester, the web page viewed by the information requester, or the history of web pages viewed by the information requester.