A flowchart-based tool can be used to build a logical structure. In the context of a customer relationship management (CRM) system, the logical structure can comprise an ordered set of questions and branching logic that are presented to a customer of the business when the customer contacts the business with an inquiry, such as for a sale or service inquiry or other interaction. An engine can run a session associated with the logical structure, with the session presenting questions, text, graphics, and the like dynamically to customer across a network, such as the Internet and a web site. Branching logic determines the appropriate information to present to the user based on answers to previous questions. The engine allows presentation of the information to the user/customer, by generating hypertext markup language (HTML) files to display the questions or other elements of the logical structure as part of a user interface on a client terminal of the customer.

Engine to present a user interface based on a logical structure, such as one for a customer relationship management system, across a web site

A method and apparatus for inter-module communication is disclosed. The method includes defining a command definition, wherein the command definition comprises commands for interfacing with a multi-channel, multi-media, communication queuing system. The command definition can include, for example, driver object commands to request media type lists and command event lists, create drivers, request service, and release drivers. The command definition can also include, for example, service object commands to release service objects, notify when handling of an event is complete, invoke commands, release work items, suspend work items, resume work items, handle queued events, and cancel queued events. The command definition can also include, for example, client object commands to start a work item, release work items, save work item contexts, restore work item contexts, serialize work items, free work item storage, begin batch processing, and end batch processing.

Adaptive communication application programming interface

The invention provides user configurable and reconfigurable scripting, methods of scripting, and systems for scripting for use by call centers, technical support centers, and marketers. Scripts are interactive tools that guide a telemarketer, a sales person, or a technical support technician through a telephone call with a customer. Scripts are characterized by going on to particular subsequent questions as a function of the customer's answer to a previous question.

System and method for smart scripting call centers and configuration thereof

A method and system for controlling a user interface presented by a web browser (104A). The web browser (104A) is not blocked waiting for the asynchronous message. The web browser (104A) presents a user interface and presents a user interface change in response to receiving the asynchronous message.

Asynchronous message push to web browser

A method for communicating using multiple communication channels (120) of different media types. The method includes obtaining an event communicated via an incoming communication channel (120), where the event corresponds to a work item available to an agent (104). Obtaining the event involves communicating according to a media type of the communication channel (120). A notification of the work item is provided via the user interface. The method can include receiving an activation of a work item object of the user interface, where the work item object is associated with the work item. The notification and receipt of the activation are performed independently of the media type. The method includes issuing a command associated with the activation of the work item object to an outgoing communication channel (120), where the issuing the command is communicated according to the media type. An apparatus, computer system, computer program product, and carrier wave signal for implementing the method are provided.

Media-independent communication server

The present application discloses methods and systems for configuring and managing class-based condensation. One aspect thereof includes an automated mechanism to receive a user request for a document, retrieve the document from a content server, and compare the document to a base file of a document class. If a delta-difference between the requested document and the base file is less than a predetermined threshold value, create a condensed document by abbreviating redundancy in the requested document relative to the base file of the associated document class, associate the document with the document class, and transmit the condensed document to the user. The documents within a document class possess similar layouts.

Method and system for class-based management of dynamic content in a networked environment

A transaction control system is capable of receiving both real-time transactions and non-real-time transactions. The control system processes the received transactions using a transaction controller, which is capable of processing both real-time transactions and non-real-time transactions. The control system is also capable of identifying a transaction type associated with the received transaction and assigning a priority to the received transaction. Real-time transactions may be assigned a higher priority than non-real-time transactions. The control system can also associate a Quality of Service (QOS) with each received transaction. The control system is capable of queuing a received transaction in a transaction queue if no agents are available to process the received transaction. A highest priority transaction is removed from the transaction queue when an agent becomes available to process a new transaction.

Method and apparatus for processing real-time transactions and non-real-time transactions

Methods and apparatus for enabling collaboration with web pages and other resources is described. A method includes the step of establishing a collaboration session between a first client and a second client. A requested resource is cached with the session host in response to a request having a first uniform resource locator (URL) issued by the first client, if the requested resource is a pre-determined type of resource. A second URL is provided to the second client. The second URL identifies the requested resource or the cached resource in accordance with whether the requested resource is cached. Apparatus for enabling collaboration includes a web server, a cache, and a filter. The web server provides a requested web page in response to a first client's request. The filter stores the requested web page in the cache, if the requested web page is a pre-determined type of web page. A number of pre-determined characteristics for caching are described in various embodiments of the methods and apparatus. In one embodiment, the requested resource is cached if it is a dynamic web page. In one embodiment an expiration date of the requested resource determines whether the requested resource should be cached. In another embodiment, a filename associated with the requested resource determines whether the requested resource should be cached. In another embodiment, components of the request determine whether the requested web page should be cached.

Methods and apparatus for enabling dynamic resource collaboration

Techniques are disclosed for anticipating a user's request for documents or other content from a server (typically via a URL), precomputing the anticipated content, and caching the precomputed information at a cache in proximity to the content server. The cache stores the response to the anticipated request, until the user requests the same content. The anticipated requests can be precomputed based on triggers reflecting users' historical access patterns.

Precomputation of web documents

A proxy implements automated version management of objects embedded in a document to eliminate/reduce network delays associated with requests to validate the objects in a browser (or other) cache. In an exemplary embodiment, the proxy obtains the document, assigns a unique URL to an embedded object, assigns an extended cache life to the object (via a header), updates the object's URL reference in the document, and sends the modified document to the user. When the user requests the object, the proxy obtains the object, attaches the new header, and transmits the object to the user. Because of its extended cache life, the object can subsequently be reused without time-consuming validation with the content server. In another embodiment, storage and validation of objects at the proxy (rather than at the cache) achieves reduced (and faster) validation while allowing refreshing prior to expiration.

Janardhanan Jawahar

Papers

Method and system for class-based management of dynamic content in a networked environment

Method and apparatus for processing real-time transactions and non-real-time transactions

Methods and apparatus for enabling dynamic resource collaboration

Precomputation of web documents

Method and system for efficient and automated version management of embedded objects in web documents