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.

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 is provided for receiving, managing, and distributing data to multiple data destinations. Data is received from at least one data source normalized into a standard configuration. An identifier is associated with the normalized data. The identifier associated with the normalized data indicates the type of data included in the normalized data. The normalized data is transmitted along with the associated identifier to the multiple of data destinations. Each data destination determines whether to retrieve or ignore the normalized data based on the identifier associated with the normalized data. The normalized data may be transmitted in a data packet that includes the identifier associated with the normalized data. In certain instances, the normalized data represents a two-dimensional array of data elements.

Abstract: Methods and apparatus for enabling collaboration with web pages and other resources is described. A method includes the step of establishing a collaboration session between a first client and a second client. A requested resource is cached with the session host in response to a request having a first uniform resource locator (URL) issued by the first client, if the requested resource is a pre-determined type of resource. A second URL is provided to the second client. The second URL identifies the requested resource or the cached resource in accordance with whether the requested resource is cached. Apparatus for enabling collaboration includes a web server, a cache, and a filter. The web server provides a requested web page in response to a first client's request. The filter stores the requested web page in the cache, if the requested web page is a pre-determined type of web page. A number of pre-determined characteristics for caching are described in various embodiments of the methods and apparatus.

Abstract: Methods and apparatus for enabling collaboration between clients with respect to dynamic resources are described. The method includes the step of establishing a collaboration session between a first client and a second client through a session host. A first client request having a first uniform resource locator (URL) identifying a host other than the session host is re-directed through the session host. In one embodiment, the retrieved resource is modified such that for each embedded request identifying a host other than the session host, its associated embedded URL is replaced with a re-directed URL incorporating the embedded URL. The re-directed URL re-directs the corresponding request for a resource identified by the embedded URL through the session host. In an alternative embodiment, the retrieved resource is not modified. In either embodiment, the resulting resource is cached if necessary (e.g., when the resource is dynamic).

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 provided for indicating a status of a transmission across a communication link. The system determines the status of the transmission across the communication link based on information received from a transmission destination. A first visual indicator representing the transmission status is displayed if the transmission is incomplete. A second visual indicator representing the transmission status is displayed if the transmission is complete. If the transmission status is incomplete, the system continues to determine the status of the transmission until the transmission is complete. A third visual indicator representing the transmission status is displayed if the communication link is congested. The visual indicators may be displayed proximate a transmission source or displayed to a transmission initiator. The system transmits instructions to the transmission destination, which cause the transmission destination to generate the transmission status.

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.

Abstract: Disclosed is an intercept system for integrating the personalized services of switchboard attendants associated with on-premises PBX switching systems, with the capabilities of the intercept system for allowing calling parties the opportunity to complete their own calls to the on-premise switching systems when the telephone extension numbers of the called parties are known to the calling parties. Depending on the mode of system operation selected, the intercept system either presents all incoming calls directly to the switchboard attendants, or intercepts all incoming calls and presents the caller the opportunity to complete the call, or a combination in which incoming calls are first offered to the switchboard attendants for assistance and then after a time wherein attendant assistance is not gained, the call is intercepted and the caller is given an opportunity to complete the call.