Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.

Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.

Abstract: A web page is generated by applying a partial evaluation technique. In one embodiment, at design time, a page designer enables a dynamic version of a page specification program to be generated, such as by way of a page customization interface. This dynamic version can be executed during the design process, with page customization choices evaluated in a dynamic manner. The parts of the page specification that can be evaluated to static form at design time are identified, and the program is partially evaluated, with the identified parts transformed to static form. The remaining dynamic parts of the page specification program are executed at request time, resulting in a generation of the page to be provided for display over the network. In general, different parts of a page specification program may be selected for evaluation at different times, and there may be more than two phases of evaluation.

Abstract: Modification of the presentation of page appearance, page navigation flow, and other aspects of the user experience of an online shopper navigating the virtual shopping cart and checkout pages of an online store is achieved without compromising the security of checkout processing. The modification may include customization, and various configuration and customization tools may be employed. The online shopper experiences continuity between unsecured-connection pages presenting items for purchase and secured-connection pages presented for checkout processing. In one embodiment, page navigation flow is modified using continuations implemented using a relatively small stack to save information relating to the flow. In another embodiment, a page designer enables a dynamic version of a page specification program to be generated, such as by way of a page customization interface. Partial evaluation is employed to generate a version of the program that is executed at request time.

Abstract: The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.

Abstract: A web page is generated by applying a partial evaluation technique. In one embodiment, at design time, a page designer enables a dynamic version of a page specification program to be generated, such as by way of a page customization interface. This dynamic version can be executed during the design process, with page customization choices evaluated in a dynamic manner. The parts of the page specification that can be evaluated to static form at design time are identified, and the program is partially evaluated, with the identified parts transformed to static form. The remaining dynamic parts of the page specification program are executed at request time, resulting in a generation of the page to be provided for display over the network. In general, different parts of a page specification program may be selected for evaluation at different times, and there may be more than two phases of evaluation.

Abstract: Modification of the presentation of page appearance, page navigation flow, and other aspects of the user experience of an online shopper navigating the virtual shopping cart and checkout pages of an online store is achieved without compromising the security of checkout processing. The modification may include customization, and various configuration and customization tools may be employed. The online shopper experiences continuity between unsecured-connection pages presenting items for purchase and secured-connection pages presented for checkout processing. In one embodiment, page navigation flow is modified using continuations implemented using a relatively small stack to save information relating to the flow. In another embodiment, a page designer enables a dynamic version of a page specification program to be generated, such as by way of a page customization interface. Partial evaluation is employed to generate a version of the program that is executed at request time.

Abstract: The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.

Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.