Patent ID: 6400820
Filing Date: 2002-06-04
Classification: H04M,Y10S

Abstract:
A system for operating a call centre comprising:telephony means for performing a plurality of telephony functions with respect to the call centre; a groupware environment and a business applet for execution within said groupware environment, said groupware having applet means for enabling the execution of applets within the application but independent of the groupware environment; the application comprising a telephony applet for controlling the telephony means; wherein said applet comprises a self contained telephony object for invoking any one of the telephone functions of the telephony means on a telephone line connected to the call centre; and the groupware comprises a presentation layer; a means for designing a business application within the presentation layer; and means for importing the telephony applet into the presentation layer; whereby said telephony apple may be imported into the business application after the business application has been designed; and the business application comprising: a document template into which the applet is embedded; and means for creating a new document from a document template; wherein each new document comprises the same applet that is embedded in the document template.