Abstract: Embodiments of the invention provide systems and methods for a team-based approach to skills-based agent assignment in task routing systems. According to one embodiment, performing skills-based task assignments in a task routing system can comprise identifying a team of agents. The team of agents can comprise a plurality of agents handling a currently assigned task but expected to become available for assignment of a new task. Each agent of the team of agents can be earmarked to one of a plurality of new tasks selected from a queue of tasks. At some point, one of the agents of the team can be detected as being available and the agent detected as being available can be assigned to one of the plurality of new tasks based at least in part on consideration of the earmarking of the agents of the team to the plurality of new tasks.

Abstract: Embodiments of the invention provide systems and methods for modeling of agent skills based on or more closely matching categorization structures of the CRM system. According to one embodiment, defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system can comprise defining a set of product information representing products or services for which support is available through the CRM system. A set of incident information representing incidents handled by the CRM for one or more of the products or services can also be defined and a structure of the incident information can be based on a structure of the product information. A set of skills information for each of the plurality of customer service agents can also be defined. A structure of the skills information can be based on the structure of the product information and the structure of the incident information.

Abstract: A method, system, and computer-program product for communicating within a messaging architecture using a structured data object are disclosed. The method includes identifying a structured data object configured to represent structured data, receiving the structured data at a messaging system, generating a message that includes the structured data, and sending the message. The structured data object is configured to be accessed by an application and the messaging system, and includes a request element and a response element. The sending includes transferring the message via the messaging system.

Abstract: A method, system, and computer-program product for communicating within a messaging architecture using a structured data object are disclosed. The method includes assembling a dynamic form object and submitting dynamic form information, associated with the dynamic form object, into a messaging session. The assembling includes an assembly operation, which, in turn, includes identifying an input field of an interface of an application, transferring input field information to a messaging system, and generating an element of the dynamic form object. The input field information is associated with the input field, and the generating uses the input field information. Further, the submitting includes transferring a message via the messaging system, the message including the dynamic form information.

Abstract: A method, system, and computer-program product for communicating within a messaging architecture using a structured data object are disclosed. The method includes receiving an execution-enabled object and receiving a selection of the execution-enabled element. Such an execution-enabled object is configured to be included in a message sent by a messaging system. The execution-enabled object includes a response element and an execution-enabled element. The response element and the execution-enabled element are associated with one another. The execution-enabled element is configured to post an event to the messaging system upon the execution-enabled element being activated. The selection of the execution-enabled element activates the execution-enabled element.

Abstract: A male undergarment having a scrotum receiving cradle with an internal opening defined therein, in which the penis extends through resting in a penis enclosure. The outer penis enclosure connected to the crotch section of the tubular body portion, thereby forming a pocket with the front area of the tubular body portion. Said penis enclosure is canopied by fabric allowing the penis to be concealed no matter what state, additionally, allowing comfortable, access for left or right handed users.

Abstract: A male undergarment having a scrotum receiving cradle with an internal opening defined therein, in which the penis extends through resting in a penis enclosure. The outer penis enclosure connected to the crotch section of the tubular body portion, thereby forming a pocket with the front area of the tubular body portion. Said penis enclosure is canopied by fabric allowing the penis to be concealed no matter what state, additionally, allowing comfortable, access for left or right handed users.

Abstract: In a telephone switching system, a method of performing a multiple release jump to a target program release for controlling the system. The system uses duplicate processors and disk file controllers. A new disk file is initialized with new program text and a target release version of office dependent data. This target release version is derived by upgrading the office dependent data one release at a time until office dependent data for the target release is derived. The new program text and target release version of office dependent data is inserted into one member of a duplicate disk file controller system which may either be a new disk file controller or one of the two disk file controllers currently in use in the system.