Abstract: A system and method provides protocol independent communication between mobile electronic devices. Multiple users may communicate using different applications running on different mobile electronic devices with different end-to-end protocols. A multimedia controller in connection with control agents provides the information to establish communications between mobile electronic devices having applications with incompatible communication protocols. A session and routing controller controls communication sessions and a Web hyperlink dictionary provides information regarding the location of the multimedia controller and control agents.

Abstract: An agent-based telephony system is provided for establishing a call between two or more telephony devices interconnected through an automated call dispatch server. The automated call dispatch server includes a call control agent for processing call requests; a call resource management agent in communication with the call control agent for allocating and controlling the resources needed to establish a call between telephony devices; and a resource control agent in communication with the call resource management agent for providing a hardware-dependent interface to the telephony devices.

Abstract: Distributed modules in a network dynamically select communication protocols to communicate in a secure or firewall-protected network. Applications register with a lookup service. The lookup service maintains a lookup table including registration information for multiple applications. Registration information may include, but is not limited to, IP address, firewall restrictions, tunnel protocol, port information, and proxy queue capabilities. An application seeking to communicate acquires the registration information for a desired recipient from the lookup table. The application uses the registration information to select communication protocols necessary to communicate with the recipient.

Abstract: A system and method provides protocol independent communication between mobile electronic devices. Multiple users may communicate using different applications running on different mobile electronic devices with different end-to-end protocols. A multimedia controller in connection with control agents provides the information to establish communications between mobile electronic devices having applications with incompatible communication protocols. A session and routing controller controls communication sessions and a Web hyperlink dictionary provides information regarding the location of the multimedia controller and control agents.

Abstract: The Web customer contact system is based on distributed execution of service logic programs that can be dynamically altered based on changing business needs. The distributed and dynamic program modification makes the Web customer contact system scalable and customization to the most demanding business operation needs. For example, existing workflow based GUI programming tool, which only support centralized specification, down load and execution of routing rules for incoming calls in a contact center. The new system WCC system can allow user to specify a set of service logic program (SLP) can be dynamically attached to any distributed “addressable entities” in the WCC system. The addressable entities can be a user, an agent, an email box, a work group, IVR system, or a department web site. The addressable entities can be located anywhere that can be reached by internet address (an URL or other types of identities).

Abstract: An agent-based telephony system is provided for establishing a call between two or more telephony devices interconnected through an automated call dispatch server. The automated call dispatch server includes a call control agent for processing call requests; a call resource management agent in communication with the call control agent for allocating and controlling the resources needed to establish a call between telephony devices; and a resource control agent in communication with the call resource management agent for providing a hardware-dependent interface to the telephony devices.