Abstract: The architecture of a multimedia customer care center (100) is divided into three separate application layers: a contact layer (104), a communications layer (106) and a business layer (108). The contact layer comprises media-specific handlers (200–212) that manage their media-specific resources, connect customer contacts to resources (220) and report events, including status to the communications layer. The communication includes media-independent software (106) that manages shared resources, that tracks, accumulates, and reports events reported by the contact layer, and that directs handling of events by the contact layer according to business information. The business layer includes software (108) that provides an interface to the customer contact center for the business that is served by the center.

Abstract: The present integrated work management engine for customer care orchestrates all forms of work relating to the servicing of customer requests across the entire business enterprise. This integrated work management engine brings together all types of disparate communication system components, applications and information storage systems so the business which provides the customer care via these systems can respond to their customer requests in a unified, efficient and effective manner. The integrated work management engine also integrates the real time operation of the front office customer communications and the batch data processing mode of the back office. The integrated work management engine accepts work through multiple access channels, where each work request is automatically mapped to a process flow that specifies the task associated with the handling of the particular work item.

Abstract: In an integrated voice and multimedia communications system (FIG. 1), an end-user is given explicit control over which audio access mechanism he wishes to use regardless of whether a call is a multimedia or a voice call. The end-user's voice terminal (101) is equipped with a PC-Audio control button (127). When the user originates or receives a call, a multimedia PBX (102) automatically connects audio to the voice terminal's handset (124) regardless of whether the call is a multimedia or a voice call. If the user then presses the PC-Audio button, the PBX transfers audio to the audio subsystem (112-114) of the multimedia terminal (100), an LED (128) associated with the button is lit, and the user may cradle the handset without disconnecting the call. If the handset is subsequently lifted, audio is reconnected to the handset and the LED is extinguished. If the button is pressed while its LED is lit, the call is disconnected.

Abstract: Circular paths in a multinode connection are avoided by passing an adaptive routing state, from node to node, which specifies the path options that the current node may use in its selection of a next step in the connection. The routing state, which is characterized by, for example, a single digit, is updated by the current node and is a function of the recent path history of the connection. The single-digit routing state controls the advancement of the connection by specifying whether the next selected step can be either a forward step, a null step or a backward step, or any combination thereof. A forward step advances the connection toward its destination, a null step does not advance the connection and a backward step causes the connection to step backward to a node not yet in the connected path. When a node selects a next step, it adapts the routing state digit to reflect its selection and passes the new routing state digit to the next node.