Patent ID: 7076048
Filing Date: 2006-07-11
Classification: H04M

Abstract:
1. An agent-based integrated multimedia communication system architecture and execution model running in an automatic call distribution server interfaced with an IP switching system and gateway of a circuit switched telephony network, the multimedia communication system architecture comprising: (a) a set of Web attendant agents for processing incoming call requests from external calls or calls initiated by an Attendant in a client device: (b) an application server having: (c) a common service server that includes: wherein in accordance with the execution model: (a) members of said set of agents minimize their direct interfaces to each other by dynamically plugging their own Event, Condition, and Action (ECA) rules into a shared multimedia call object containing: (b) a set of service definition objects defines service logic of different service features to allow users to modify parameters of service features using a service editor during the course of a call, wherein a service definition object is one or more service logic programs (SLPs) including one or more of: originator call treatment (OCTSL) such as call screening; network routing service treatment (NRST) such as alternate routing; or terminating call treatment (TCTSL) such as follow me services; (c) SLPs are dynamically linked and loaded to the system, wherein one or more of the SLPs contain ECA rules and a run time interface to allow users to change service parameters; (d) call control agents create call objects for each call request from Web attendant agents and incoming call requests, and access SLPs for ongoing call treatments dynamically; (e) the resource control agent reports the actual status of the resource control agent to the call resource management agent, which in turn updates a resource state in the call object; (f) binding of call control agent, call resource management agent, line agent, SLP, and web attendant agent is dynamically constructed by checking the ECA rules associated with the call to determine a set of actions to be dispatched to a set of agents that is interested in event and state changes in the call object, wherein, based on the architecture and execution model, the Web telephony call model implements an integrated multimedia conference call that has multiple independent call treatments for participants of the conference in an on going basis at the same time, call processing logic is not fixed in the ACD server, agents can change and modify a desired call state by directly changing a goal of the call objects, and new call object extensions can be added dynamically to support adding new devices and new users to the call objects.