Abstract: A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

Abstract: The Weblogic Tuxedo Connector is used to provide interoperability between Tuxedo and applications such as Weblogic Server. In one embodiment, WTC may implement operations such as list, start, or stop WTC Tuxedo session connections. In WTC, the configuration is set up so that multiple WTC-Tuxedo connections are defined as part of a WTCServerMBean. In one embodiment, the present invention includes a feature for providing WTC with the ability to individually perform actions to connections, such as start or stop a WTC-Tuxedo connection, without affecting other connections defined in the MBean.

Abstract: A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

Abstract: The Weblogic Tuxedo Connector is used to provide interoperability between Tuxedo and applications such as Weblogic Server. In one embodiment, WTC may implement operations such as list, start, or stop WTC Tuxedo session connections. In WTC, the configuration is set up so that multiple WTC-Tuxedo connections are defined as part of a WTCServerMBean. In one embodiment, the present invention includes a feature for providing WTC with the ability to individually perform actions to connections, such as start or stop a WTC-Tuxedo connection, without affecting other connections defined in the MBean.