Abstract:
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.

Description:
The present patent application is a divisional of Ser. No. 09/823,828 U.S. Pat. No. 7,581,230, filed on Mar. 31, 2001 entitled “Adaptive Communication Application Programming Interface” naming Mingte Chen, Anil K. Annadata and Leon Chan as inventors, which is related to the subject matter of the provisional U.S. Patent Application No. 60/267,242, filed Feb. 6, 2001, entitled “Adaptive Communication and Communication Server,” naming Jamie Chen, Anil Annadata, and Leon Chan as inventors. Both applications are incorporated by reference herein in their entirety and for all purposes. 
    
    
     BACKGROUND OF THE INVENTION 
     In today&#39;s emerging technological and information world, companies are interacting with their customers, potential customers and other contacts through a wide variety of different communication channels. Such communication channels include face-to-face, telephone, fax, email, voicemails, wireless communication, Internet information inquiries via call me now and call me later, Internet collaborative sessions, paging and short messaging services. With all these communication channels, companies are faced with managing each customer interaction while meeting service levels and maximizing customer satisfaction. In addition, companies are faced with optimally staffing and training their workforce to deal with customers through these communication channels whether through their customer support center(s), telebusiness organizations, or their sales, marketing, and service professionals. 
     Currently, many companies have dedicated email inboxes, fax inboxes, and voicemail boxes defined for specific business areas as well as automated call distributors. Employees called agents are assigned to poll and manage the support requests from customers for each communication channel. Combined with the traditional call queues for inbound telephone calls, each agent is tasked with managing his or her work using all these communication channels while not having any visibility to the queue status and priorities of each customer support request and/or communication channel. 
     Thus, it is desirable to provide a system that includes a universal queue strategy capable of assigning, routing, and queuing work items from multiple channels of communications to an agent having the appropriate skills to respond to the request. The system should enable the agent to view and manage his or her work items for all communication channels. Such a system reduces the response times and increases customer satisfaction, while balancing priorities amongst work items in multiple communication channels. 
     SUMMARY OF THE INVENTION 
     In one embodiment, a method 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. 
     In one aspect, this embodiment includes driver object commands for requesting media type lists and command event lists, creating driver objects, requesting service, and releasing driver objects. 
     In another aspect, this embodiment includes service object commands for releasing service objects, notifying when handling of an event is complete, invoking commands, releasing work items, suspending work items, resuming work items, handling queued events, and canceling queued events. 
     In another aspect, this embodiment includes client object commands for starting a work item, releasing work items, saving work item contexts, restoring work item contexts, serializing work items, freeing work item storage, beginning batch processing, and ending batch processing. 
     In another embodiment, a inter-module communication definition is disclosed. The definition includes a command definition, wherein the command definition comprises commands for interfacing with a multi-channel, multi-media, communication queuing system. 
     In one aspect of this embodiment, the command definition includes driver object commands to request media type lists and command event lists, create drivers, request service, and release drivers. 
     In another aspect of this embodiment, the command definition includes 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. 
     In another aspect of this embodiment, the command definition includes 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. 
     The foregoing is a summary and thus contains, by necessity, simplifications, generalizations and omissions of detail; consequently, those skilled in the art will appreciate that the summary is illustrative only and is not intended to be in any way limiting. As will also be apparent to one of skill in the art, the operations disclosed herein may be implemented in a number of ways, and such changes and modifications may be made without departing from this invention and its broader aspects. Other aspects, inventive features, and advantages of the present invention, as defined solely by the claims, will become apparent in the non-limiting detailed description set forth below. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       The present invention may be better understood, and its numerous objects, features, and advantages made apparent to those skilled in the art by referencing the accompanying drawings. 
         FIGS. 1A through 1D  are a diagram of one embodiment of a system for enabling and scheduling agents to respond to customer support requests and/or information requests via multiple communication channels of different media types. 
         FIG. 1E  is a diagram of another embodiment of a system for enabling and scheduling agents to respond to customer support requests and/or information requests via multiple communication channels of different media types. 
         FIG. 1F  is a diagram of components included in an implementation of a communication application programming interface. 
         FIG. 1G  is a diagram of components included in another implementation of a communication application programming interface. 
         FIG. 1H  is a diagram of components included in another implementation of a communication application programming interface. 
         FIG. 1I  is a diagram of components included in another implementation of a communication application programming interface. 
         FIG. 1J  is a diagram of components included in another implementation of a communication application programming interface. 
         FIG. 1K  is a diagram of components included in another implementation of a communication application programming interface. 
         FIG. 2  shows an example of a database scheme for the system of  FIGS. 1A through 1D . 
         FIGS. 2   a  through  2   cc  show examples of tables corresponding to table names in  FIG. 2 . 
         FIG. 3  shows one embodiment of a universal queuing system in accordance with the present invention. 
         FIGS. 4   a  through  4   p  show examples of tables in a universal queuing database in accordance with the present invention. 
         FIG. 5  is a block diagram illustrating a network environment in which a system for enabling and scheduling agents according to embodiments of the present invention may be practiced. 
         FIG. 6  is a block diagram illustrating a computer system suitable for implementing embodiments of the present invention. 
         FIG. 7  is a block diagram illustrating the interconnection of the computer system of  FIG. 6  to client and host systems. 
     
    
    
     The use of the same reference symbols in different drawings indicates similar or identical items. 
     DETAILED DESCRIPTION 
       FIGS. 1A through 1D  are a diagram of one embodiment of a client/server system  100  for enabling agents to respond to customer support requests and/or information requests via multiple communication channels of different media types. These media types include, but are not limited to, telephone, email, fax, web collaboration, Internet call me now and call me later, web chat, wireless access protocol, paging, and short messaging services. The term customer is used herein to include individuals and contact persons at businesses that are customers of the company, potential customers and other persons with whom a customer support agent communicates. 
       FIG. 1A  shows that four customers have submitted customer support requests to the client/server system  100  and one agent is responding to customer support requests. The four customers submitted the customer support requests via four communication channels  130 , such as communication channels  130 A,  130 B,  130 C, and  130 D. In one embodiment, at least two of the four communication channels support different media types. 
     In accordance with the present invention, client/server system  100  includes a universal queuing (UQ) system  102  capable of assigning, routing, and queuing work items from multiple channels of communication to an agent having the appropriate skills to respond to a customer support request. The term work item refers to a request from a customer that requires a response from an agent assigned by client/server system  100 , such as responding to a customer support request in the form of a telephone call, email, fax or other communication of a different media type. A work item can be initiated when an event such as an incoming customer support request arrives or by an agent using a user interface to client/server system  100 . 
     Client/server system  100  also includes a communication server  109  that enables agents to use communication channels of different media types to communicate with customers. Communication server  109  handles events such as the arrival of incoming customer support requests from a channel driver  120  such as one of channel drivers  120 A,  120 B, and  120 C. Each channel driver  120  communicates with a communication channel  130  such as one of communication channels  130 A,  130 B,  130 C and  130 D. 
     Interaction between UQ system  102  and communication server  109  occurs when, for example, communication server  109  receives and routes an incoming customer request as a work item to UQ system  102  for assignment to an agent. UQ system  102  assigns an agent to the work item and sends the work item back to communication server  109  for communication to the assigned agent. 
     Web browser client  104 A includes a web browser program such as Microsoft&#39;s Internet Explorer running on a client computer system (not shown). The web browser client  104 A communicates with a web server  188 . Application server  126  in client/server system  100  performs functions for and sends information to web browser client  104 A via web server  188 , which provides web pages for web browser client  104 A to display. Web server  188  can download program instructions, such as Java applet  116 , to the web browser client  104 A to provide additional functionality, such as a user interface. 
     Web browser client  104 A is shown including a toolbar  105 . One of skill in the art will recognize that other user interfaces providing the functionality of toolbar  105  can be implemented using a variety of different display formats to interface with multiple communication channels of different media types within the scope of the invention. Toolbar  105  is presented as part of a user interface. 
     In one embodiment, application server  126  of client/server system  100  includes object manager  107 , session mode communication server  110 , request mode communication server  140 , inbound communication receiver  170 , UQ system  102 , web server  188 , web server  146 , Enterprise Application Interface (EAI) object manager  190 , and workflow process  144 . In one embodiment, communication between components in application server  126  is enabled using a suitable inter-process communication protocol in conjunction with transfer control protocol/Internet protocol (TCP/IP) as known in the art. 
     UQ business service  106  allows communication server  109  to request information from UQ system  102 , which returns the information via web server  146 , and EAI object manager  190 . In one embodiment, both session mode communication server  110  and inbound communication receiver  170  can communicate with UQ system  102 . Other embodiments can communicate with a third party queuing system for maintaining work item queues and assigning agents to work items. 
     Communication server  109  includes session mode communication server  110 . Communication server  109  may optionally include one or both of request mode communication server  140  and inbound communication receiver  170 . It is important to note that the functionality provided by servers  110 ,  140 , and  170  can be implemented on one server computer system or distributed across two or more server computer systems. Communication server  109  handles all communication between agents and customers via communication channels  130  of one or more media types. Communication server  109  is not media-specific and has no knowledge of communication channels or media. 
     To communicate with multiple communication channels of different media types, communication server  109  is designed to communicate with a channel driver  120  such as one of channel drivers  120 A,  120 B, and  120 C. A channel driver  120  is written according to Communication Application Program Interface (API)  125 . Communication API  125  provides an interface for third party vendors of communication devices and software (e.g., middleware vendors for communication devices) to provide a channel driver  120  so that their products are compatible with application server  126 . By implementing a channel driver  120 , vendors can take advantage of the customer support center management features and multi-media communication channel capabilities of application server  126 . 
     Communication API  125  is designed to provide flexibility to third party vendors for integrating their products. In the implementation of a channel driver, a vendor defines the commands the vendor&#39;s communication channel  130  understands so that communication server  109  can issue commands for the communication channel  130  to perform. Normally these commands are issued when session mode communication server  110  is presenting a user interface to the agent, although inbound communication receiver  170  also can send commands in some circumstances. 
     In addition, the vendor defines the events that the vendor&#39;s communication channel  130  provides regarding activity of a specific communication channel  130 . Finally, the vendor provides a channel driver  120  implementation, such as a dynamic link library (.DLL file), for performing each command and generating and providing each event. The channel driver  120  implementation is required by communication API  125  to include code to instantiate a driver object and at least one service object. 
     By requiring the vendor to provide facilities for the communication server  109  to issue commands to and to receive information from the vendor&#39;s communication channel  130 , communications API  125  enables communications server  109  to operate independently of the command channel  130  media type and specific protocols to communicate with the vendor&#39;s communication device or software. 
     Referring to  FIG. 2 , an example of a database schema  200  that can be used by client/server system  100  ( FIG. 1A ) for storing and communicating channel driver information, agent limitations on media access, commands and events, inbound task management, agent preferences, agent status, media status, communication channel configurations, multiple queue support, and agent management is shown. Database schema  200  includes data structures for configuration base  202 , command and event  204 , system base  206 , response group  208 , and email profile access control  210 . 
       FIGS. 2   a  through  2   cc  show examples of tables corresponding to table names in  FIG. 2 . Note that  FIG. 2  does not indicate all of the relationships between the tables for simplicity, and that many instances of a table may exist for a particular configuration, depending on the number and types of communication channels authorized. Additionally, one skilled in the art will realize that this collection of tables, the parameters included in each table, and the storage space allowed for the parameters, is one example of how the database schema may be configured, and that other suitable arrangements can be used in accordance with the present invention. 
     The tables in  FIGS. 2   a ,  2   b ,  2   c , and  2   d  are part of system base  206  and store channel driver information and channel driver parameters. The tables of  FIGS. 2   a  and  2   b  store the general information for a channel driver, such as channel drivers  120 A,  120 B, and  120 C, and can be used by any customer support center configuration. The typical data stored in these tables are the file name of the channel driver DLL, the media type of the associated communication channel  130  (e.g. email, fax, etc.), a media string which is used by communication server  109  at run time to invoke a media service for the channel driver, the complete list of channel driver parameters, and the default value for each channel driver parameter. The parameters INBOUND_FLG and OUTBOUND_FLG of table CNCTR ( FIG. 2   a ) indicate whether the channel driver  120  supports inbound and/or outbound communications. 
     Customer support centers can establish configurations that define the groups of agents that have similar requirements to communicate, therefore requiring access to the same communication channel  130 . For example, salespersons within a company may need the ability to communicate via wireless access protocol, whereas telephone operators may not. A configuration can be established for each group within the company. A channel driver profile allows more than one customer support center configuration to share a single channel driver  120 , with each additional channel driver profile overriding the values of some channel driver parameters such as the location of the channel driver DLL. For example, due to the network architecture of the company, salespersons for the company in Phoenix may use a different channel driver  120  than salespersons in Palo Alto. A channel driver profile will enable the Phoenix and Palo Alto salespersons to use the same channel driver but point to different DLLs. The term channel driver  120  is used herein to include at least one channel driver profile providing default values for the channel driver parameters. 
     The tables in  FIGS. 2   c  and  2   d  store the channel driver profile for a particular customer support center configuration and the channel driver profile is not shared or used by other customer support center configurations. Typically, an administrator uses the table CNCTR_PARM to override a default value for a channel driver parameter for the particular customer support center configuration. Referring to  FIG. 2   a , the string stored in the variable CNCTR_MEDIA_STR is based on a list of names of communication media supported by the channel driver  120 . An administrator enters the name of the media in the CNCTR_MEDIA_STR field in character string format. The string stored in this field is used to determine the channel driver  120  to issue a command or from which an event originated. If one channel driver  120  supports multiple types of communication media, the administrator creates one record for each media type. The following examples show the parameters in the CNCTR table for telephone, email, and web chat media: 
     {“XYZ Phone Driver”, “Telephone”, “xyz.dll”, “Y”, “Y”, “XYZ Phone Implementation”, “N”}, 
     {“XYZ Email Driver”, “Email”, “xyz.dll”, “Y”, “Y”, “XYZ Email Implementation”, “N”}, 
     {“XYZ Web Chat Driver”, “Web Chat”, “xyz.dll”, “Y”, “Y”, “XYZ Web-Chat Implementation”, “N”} 
     Note that when a work item is submitted to UQ system  102  ( FIG. 1A ) for agent assignment, the CNCTR_MEDIA_STR is also passed with the work item to help UQ system  102  to identify an agent with skills in using that media type. 
     An example of an algorithm for determining the list of channel drivers  120  for a particular agent is as follows: 
     1. Determine the configuration ID for the agent by searching AGENT table ( FIG. 2   j ). 
     2. For the configuration ID, search the CFG_PROF table ( FIG. 20 ) for the list of channel driver profiles associated with the configuration. 
     3. For each of channel drivers  120 , load the channel driver information and channel driver parameters from CNCTR, CNCTR_PARM, PROF, and PROF_PARM tables ( FIGS. 2   a - 2   d , respectively). 
     An example of an algorithm for loading a list of channel drivers  120  upon the agent logging in to client/server system  100  is as follows: 
     1. For each of channel drivers  120 ,
         a. If the DLL has not loaded, load the DLL   b. Pass the channel driver parameters and ask the channel driver for the handle of a driver object.   c. Request the handle of a service object by passing the media type of the channel driver identified in CFG_PROF ( FIG. 2   o ) as being associated with the agent.       

     2. End loop 
     By default, an agent is authorized to access all channel drivers  120  associated with the configuration to which the agent belongs. For example, if the agent belongs to “Customer support center  1 ,” all channel driver profiles configured in “Customer support center  1 ” are accessible for all agents in “Customer support center  1 ” by default. The administrator can further limit the agent&#39;s access to channel drivers  120  using table AGENT_LIM ( FIG. 2   m ) that lists the channel driver profiles the agent cannot access. 
     Agent preferences are stored in table AGENT_PREF ( FIG. 2   e ) in a centralized database so that an agent&#39;s settings are available independently of the type of client or communication channel being used. A user interface for modifying the settings is also supplied in an embodiment of the present invention. 
     Embodiments of the present invention support multiple communication media channels and agent assignment with UQ system  102  ( FIG. 1A ). Table AGENT_STAT ( FIG. 2   f ) stores the current working status of a particular agent for all types of media that the agent is authorized to use. From this table, the administrator can see a list of media types that agent is currently authorized to access and the status of each media type. 
     When the “NOT_READY_FLG” parameter in table AGENT_STAT ( FIG. 2   f ) indicates that an agent is not ready to take work items, UQ system  102  ( FIG. 1A ) will not assign any work items to the agent. The “BUSY_FLG” parameter indicates that the agent is busy. 
     Table AGENT_STAT is updated mainly at run time. When the agent first logs on using the user interface, one record for each media type that the agent is authorized to access is created. For example, 
     {“agent_emp_id”, “Phone Control”, “ ”, “ ”, “1234”, “ ”}, 
     {“agent_emp_id”, “Email/Fax”, “ ”, “ ”, “1234”, “ ”}, 
     {“agent_emp_id”, “Web Chat”, “ ”, “ ”, “1234”, “ ”} 
     The records are updated according the agent&#39;s working status. For example 
     {“agent_emp_id”, “Phone Control”, “Y”, “ ”, “1234”, “Y”} indicates that agent is not ready but is talking on the phone, 
     {“agent_emp_id”, “Email/Fax”, “Y”, “ ”, “1234”, “ ”} indicates that the agent is not ready to accept Email/Fax type of work, and 
     {“agent_emp_id”, “Web Chat”, “N”, “ ”, “1234”, “Y”} indicates that the agent is ready to accept web chat type work and he or she is currently working on a web chat session. 
     Referring to table MEDIA_STAT ( FIG. 2   d ), the parameter “MEDIA_OBJECT_STR” for phone is the agent&#39;s extension number. For email, it is the mailbox name or the sender&#39;s email address. For fax, it is the fax number. The form of the content of MEDIA_OBJECT_STR is defined in each of the channel drivers  120 . 
     “WORKING_SINCE_DT” is the time the agent starts to talk on the phone, or the time the agent starts to work on a work item such as an email or fax. 
     “WORK_ITEM_STR” is the unique string to identify the work item and the value of the field is determined by communication server  109 . The MEDIA_STAT table is updated at run time to reflect the agent&#39;s current work status. An example of an agent&#39;s data records at run time is as follows: 
     {“agent_id”, “Phone Control”, “Ext. 5216”, “Jun. 25, 2000 12:34:45”, “phone_item_str”, “1-1S2-X7E”}, 
     {“agent_id”, “Email”, “info@company.com”, “Jun. 25, 2000 11:34:00”, “email_item_str”, “1-S2-X7D”} 
     The above records show that the agent is currently talking on extension  5216  and is working on an email sent to info@company.com. 
     Multiple extensions and multiple queues are supported in client/server system  100  ( FIG. 1A ) using tables TELESET, EXTENSION, and AGENT_QUE,  FIGS. 2   h ,  2   i , and  2   j , respectively. The following terms are referenced in  FIGS. 2   h ,  2   i , and  2   j . The term automatic call distribution (ACD) extension refers to a type of extension that is used to log in to an ACD queue associated with an ACD switch such as ACD switch  130 E. Once an extension logs in to the ACD queue, the ACD switch begins to dispatch customer calls to the extension. One ACD extension can log in to one or more ACD queues. 
     The term standard extension refers to a type of telephone extension that is not allowed to log in to the ACD queue. Standard extensions are mainly used for dialing outbound calls or answering internal calls. The ACD switch does not dispatch customer calls to a standard extension. 
     The term agent ID refers to an identifier used by client/server system  100  to identify the agent. In order for client/server system  100  to be aware of the agent&#39;s availability, each customer support center agent is assigned an agent ID. When the agent logs in to a communication channel having an ACD switch  130 E, the agent ID is provided to the ACD switch  130 E. Depending upon the configuration of the system, either the ACD switch  130 E or UQ system  102  determines an available agent ID for the work item. Then either the ACD switch  130 E dispatches the customer call to the ACD extension of the agent ID or, when UQ system  102  is used to assign agents, communication server  109  uses one of channel drivers  120  to dispatch the customer call to the ACD extension of the agent ID. 
     “Multiple DN” refers to multiple extensions configured for one telephone handset, and one or more extensions are ACD extensions. 
     “Multiple queue” means that one ACD extension can log in to multiple queues. In general, since an ACD queue is a list of agent IDs, as long as the agent ID is acceptable for ACD queue, any ACD extension can be used to login to ACD queue. 
     In one embodiment, a method for determining the list of extensions for an agent includes searching by the agent&#39;s ID in the AGENT table ( FIG. 2   j ) to find the primary Teleset ID in the ACTIVE_TELESET_ID parameter, which identifies the primary handset used by the agent. The extension list is then determined from the DN_EXT parameter in the EXTENSION table ( FIG. 2   i ). Once the list of extensions is found, all extensions that the agent uses can login to all ACD queues defined in the AGENT_QUE tables ( FIG. 21 ) for that particular agent. 
     As described above, customer support centers can establish configurations that define the groups of agents that have similar requirements to communicate, therefore requiring access to the same communication channel  130 . Configuration base  202  includes tables about configurations. CFG table ( FIG. 2   n ) contains information about configurations. Configuration data includes a configuration name and an INGRP_FLAG indicating whether this configuration is for inbound response groups used in inbound communication receiver  170 . CFG_PROF table ( FIG. 2   o ) is the configuration/channel driver profile relationship table showing which channel driver profiles belong to each configuration. Each configuration has a single channel driver profile. 
     AGENT_CFG table ( FIG. 2   p ) is the agent/configuration relationship table showing which agents belong to each configuration. 
     CFG_PARM table ( FIG. 2   q ) is the configuration parameter table. A name and a value are provided for each configuration parameter. An ACTIVE_FLG field is a flag indicating whether the value of the configuration parameter is active. 
     The command and event data structure  204 , includes information describing commands and events implemented by channel drivers  120 . This information includes associating each command with a channel driver  120  and each event with a channel driver  120 . 
     CMD table ( FIG. 2   r ) includes commands for each channel driver  120 . As described above, a vendor providing a channel driver  120  specifies the commands that it supports. A command is issued to channel driver  120  by communications server  109  to perform a command using communication channel  130 . Every click on a button of toolbar  105  invokes a command, which is issued to channel driver  120 . 
     A command can have a group of associated commands which operate as subcommands. A group command includes other commands with a Subcommand keyword. 
     Following is an example of a single command for making a telephone call to a contact. 
     
       
         
               
               
             
               
               
               
             
               
               
             
               
               
               
             
               
               
             
               
               
             
           
               
                   
               
             
             
               
                 [Command: MakeCalltoContact] 
                 Command definition 
               
             
          
           
               
                  CmdData 
                 = “MakeCalltoContact” 
                 Command parameter 
               
               
                  DeviceCommand 
                 = “MakeCall” 
                 Command parameter 
               
               
                  Description 
                 = “Make Call to Contact” 
                 Command param. 
               
               
                  Hidden 
                 = TRUE 
                 Command parameter 
               
             
          
           
               
                  [CmdData: MakeCalltoContact] 
                 Command data def. 
               
             
          
           
               
                   BusComp 
                 = “Contact” 
                 Command parameter 
               
             
          
           
               
                   RequiredField.’Work Phone #’  =“?*” 
                 Command parameter 
               
             
          
           
               
                   Param.PhoneNumber =  “{Work Phone # : Lookup} 
                 Command 
               
               
                   
                 Parameter 
               
               
                   
               
             
          
         
       
     
     Following is an example of a group command for making a telephone call to a contact: 
     
       
         
               
               
             
               
               
               
             
           
               
                   
                   
               
             
             
               
                   
                 [Command: MakeCallGroup] 
               
             
          
           
               
                   
                  Hidden 
                 = TRUE 
               
               
                   
                  SubCommand 
                 = MakeCalltoPhone 
               
               
                   
                  SubCommand 
                 = MakeCalltoSRContact 
               
               
                   
                  SubCommand 
                 = MakeCalltoSROwner 
               
               
                   
                  SubCommand 
                 = MakeCalltoEmployee Home 
               
               
                   
                   
               
             
          
         
       
     
     The following example command can be either a single command or a subcommand 
     
       
         
               
               
             
               
               
               
             
               
               
             
               
               
               
             
               
               
             
               
             
           
               
                   
               
             
             
               
                 [Command: MakeCalltoPhone] 
                 Command definition 
               
             
          
           
               
                  CmdData 
                 = “MakeCalltoPhone” 
                 Command parameter 
               
               
                  DeviceCommand 
                 = “MakeCall” 
                 Command parameter 
               
             
          
           
               
                  Description 
                 = “Make Call to {@Phone}” Cmd param 
               
             
          
           
               
                  Hidden 
                 = TRUE 
                 Command parameter 
               
             
          
           
               
                  [CmdData: MakeCalltoPhone] 
                 Command data def. 
               
               
                  [CmdData: MakeCalltoPhone] 
                 Command data def. 
               
             
          
           
               
                  RequiredField.’Work Phone #’  =“?*” 
               
               
                  Param.PhoneNumber =  “{@Phone: 
               
               
                    PhoneTypeLookup} 
               
               
                   
               
             
          
         
       
     
     A command can have a command data section with a CmdData keyword to specify the data parameter in order to communicate with channel driver  120 . 
     When a customer support center configuration includes multiple channel drivers  120 , it is then possible for communication server  109  to determine which commands and events are handled by each of channel drivers  120 . This configuration can also help distinguish between channel drivers  120  from different vendors that use the same name for commands performing different functions. 
     Following is an example of a command with a data section having a CmdData keyword 
     
       
         
               
               
             
               
               
               
             
               
               
             
               
               
               
             
               
               
             
           
               
                   
                   
               
             
             
               
                   
                 [Command: MakeCalltoContact] 
               
             
          
           
               
                   
                  CmdData 
                 = “MakeCalltoContact” 
               
               
                   
                  DeviceCommand 
                 = “MakeCall” 
               
               
                   
                  Description 
                 = “Make Call to Contact” 
               
               
                   
                  Hidden 
                 = TRUE 
               
             
          
           
               
                   
                  [CmdData: MakeCalltoContact] 
               
             
          
           
               
                   
                   BusComp 
                 = “Contact” 
               
             
          
           
               
                   
                   RequiredField.’Work Phone #’  =“?*” 
               
               
                   
                   Param.PhoneNumber =  “{Work Phone # : Lookup} 
               
               
                   
                   
               
             
          
         
       
     
     The event table contains events that are sent to communication server  109  from channel driver  120 . Vendors specify the events that will be sent in channel driver  120 . An event response determines how communication server  109  reacts upon receiving each media event. The process of handling an event includes the following: searching for the event handler for the event, querying a customer support center database to determine the appropriate event response, and logging the event. 
     An example of an event, the event handler, event response, and event log for an InboundCall event are shown below: 
     
       
         
               
               
             
               
               
               
             
               
               
             
               
               
               
             
               
               
             
               
               
               
             
               
               
             
               
               
               
             
               
               
             
               
             
           
               
                   
               
             
             
               
                 [EventHandler:OnInboundCall] 
                 first stage, EventHandler definition 
               
             
          
           
               
                  DeviceEvent 
                 = ″EventRinging″ 
                 media event definition 
               
               
                  Response 
                 = ″OnInsideCallReceived″ 
                 EventResponse declaration 
               
               
                  Filter.Call 
                 = ″?*″ 
                 EventHandler parameter 
               
               
                  Order 
                 = ″1″ 
                 EventHandler order 
               
             
          
           
               
                 [EventResponse:OnInboundCallReceived] 
                  second stage, EventResponse definition 
               
             
          
           
               
                  QueryBusObj 
                 = ″Contact″ 
                  EventResponse parameter 
               
               
                  QueryBusComp 
                 = ″Contact″ 
               
             
          
           
               
                  QuerySpec 
                 = ″‘Work Phone #‘=’{ANI}’″ 
               
               
                  SingleView 
                 = ″Service Contact Detail View″ 
               
               
                  MultiView 
                 = ″Contact List View″ 
               
               
                  FindDialog 
                 = ″Service Request″ 
               
               
                  FindField.CSN 
                 = ″Ask Caller″ 
               
             
          
           
               
                  FindLog 
                 = “LogIncomingCallContactNotFound″ 
                 EventLog declaration 
               
               
                  SingleLog 
                 = ″LogIncomingCallContactFound″ 
                 EventLog declaration 
               
               
                  Log 
                 = ″LogIncomingCallContactNotFound″ 
                 EventLog declaration 
               
             
          
           
               
                 [EventLog:LogIncomingCallContactFound] 
                 β EventLog definition 
               
             
          
           
               
                  Display 
                 = ″TRUE″ 
                 β EventLog parameters 
               
               
                  BusObj 
                 = “Action” 
               
               
                  BusComp 
                 = “Action” 
               
               
                  LogField.Type 
                 = “Call - Inbound” 
               
             
          
           
               
                  LogField.’Account Id’ 
                 = “{Contact.’Account Id’}” 
               
               
                  LogField.’Contact Id’ 
                 = “{Contact.Id}” 
               
               
                  LogField.Description 
                 = “Inbound call” 
               
               
                  LogField.’Call Id’ 
                 = “{ConnID}” 
               
             
          
           
               
                  AfterCall.’ACD Call Duration’= “{@CallDuration}” 
               
               
                   
               
             
          
         
       
     
     Each event handler corresponds to an event provided by channel driver  120  and it is sequenced among the event handlers for an event. Each event handler has an event response. An event response can be shared among event handlers. An event response can have multiple event logs, and an event log can be shared among event responses. 
     When operating in session mode, communication server  109  is under the control of session mode communication server  110 . Session mode communication server  110  receives incoming events such as customer support requests and communicates interactively with the agent by controlling a user interface presented to the agent. Preferably the incoming customer support request is communicated to the agent at substantially the same time the customer support request is received by the communication channel  130 , with brief intermissions only to allow for processing and transport time in transporting the customer support request. This ensures that the customer&#39;s waiting time is minimized, particularly for requests for live interaction with an agent. 
     When an event such as arrival of an incoming telephone call occurs, the user interface notifies the agent using a notification function to change the user interface to capture the agent&#39;s attention. For example, a notification function can cause a button to blink to notify the agent of the phone call. A notification function can also display other information such as information about the caller before the agent picks up the phone. When the agent uses toolbar  105  to accept a telephone call, put a call on hold, or release a call, the user interface sends a command to session mode communication server  110 , which communicates with one of channel drivers  120  to issue the command to the communication channel controlling the telephone. 
     Session mode communication server  110  also handles establishing and maintaining connections to one or more communication channels  130 , such as communication channels  130 A through  130 D. Session mode communication server  110  uses one of channel drivers  120 , such as channel driver  120 A, to establish the connection. Having a connection to a communication channel enables the agent to receive an incoming work item, such as an email, intended specifically for that agent in real time. The connection can be to a middleware server, to a web server, directly to a media device, or to any other communication intermediary from which the customer can receive a communication. The connection can be established as a TCP/IP socket connection to a middleware server, as an OLE interface such as the IadviseSink interface, or as any other suitable inter-process communication scheme. Each of channel drivers  120  contains all information needed to establish the connection with communication channel  130  so that communication server  109  operates independently of communication channel  130 . 
       FIG. 1B  shows a detailed view of one embodiment of session mode communication server  110 . Session mode communication server  110  maintains knowledge of clients  104  to which it is connected, here web browser client  104 A. When a communication from communication channel  130  such as ACD switch  130 E is received, communication server  109  dispatches the request to the appropriate server component in client/server system  100  for execution. 
     Session thread  122  represents a session during which an agent interacts with client/server system  100  using web browser client  104 A. A customer uses a customer communication device, here a telephone, to access the communication channel. The agent also uses a communication device, such as a telephone headset, to access the communication channel. 
     Session thread  122  listens for inputs from its web browser client  104 A and dispatches notifications of events from ACD switch driver  120 D to web browser client  104 A. Session thread  122  uses a communication channel manager such as communication channel manager  124  to interact with ACD switch driver  120 D. Each channel driver  120  provides an active connection such as active connection  133  between the client and the associated communication channel. Channel driver  120  can be implemented to establish a persistent connection for interactive communication between client  104  and communication channel  130 E but providing a persistent connection is not required by communication API  125 . 
     The following examples describe processes that are followed by web browser client  104 A during startup, initialization and operation. The processes for web browser client  104 A are applicable to other types of clients, as will be explained in further detail below. 
     When web browser client  104 A begins execution: 
     1. Web browser client  104 A downloads program instructions for generating a user interface on the display for the web browser, such as toolbar  105 , shown here as implemented using Java applet  116 , from web server  188 . Java applet  116  also establishes persistent HTTP connection  131  between Java applet  116  and web server  188  so that web server  188  can continuously provide information to web browser client  104 A. 
     2. Web browser client  104 A interfaces with session mode communication server  110  via web engine session thread  166 . Object manager  107  spawns web engine session thread  166  to interface with web browser client  104 A using web engine plug-in  185  and web engine  115 . Communication client service  160  provides all communication related to the user interface with web browser client  104 A. 
     3. Communication client service  160  requests the object manager  107  for communication service. Communication service  113 , which provides all communications not related to the user interface, is provided. 
     4. Communication service  113  loads configuration information such as commands, events, agent information and preferences, channel driver information and channel driver parameters. 
     5. Communication service  113  registers an asynchronous event receiving function with object manager  107  to be invoked when an asynchronous event is subsequently received. The asynchronous event receiving function is also referred to as a callback function. Receiving asynchronous events is described in further detail below. 
     6. Communication service  113  request an active connection  135 A between object manager  107  and web engine plug-in  185  and an active connection  135 B between communication service  113  and session mode communication server  110 . Persistent HTTP connection  131 , and active connections  135 A and  135 B enable session mode communication server  110  to continually push user interface changes to toolbar  105  using Java applet  116 . 
     7. Session mode communication server  110  spawns a session thread such as session thread  122  in response to the connection request. 
     8. Session thread  122  runs communication channel manager  124 . 
     9. Communication channel manager  124  loads ACD switch driver  120 D and passes the channel driver parameters determined by communication service  113 . 
     10. ACD switch driver  120 D establishes an active connection  133  to the ACD switch  130 E. A vendor implementing channel driver  120  may choose to provide a persistent connection to the communication channel  130 , as for telephone connections such as active connection  133 . However, a persistent connection is not required by communication API  125 . 
     When the agent performs an activity using web browser client  104 A that requires a command to be executed, such as clicking a button on toolbar  105 : 
     1. Communication client service  160  searches the command configuration data previously loaded for the command to invoke. It also collects the data associated with that command and then passes the command and data to communication service  113 . 
     2. Communication service  113  passes the command and data to communication channel manager  124 . 
     3. Communication channel manager  124  then determines which of channel drivers  120  performs the command requested by the client, and passes the command and data to the channel driver  120  such as ACD switch driver  120 D for execution. 
     4. ACD switch driver  120 D issues the command to the communication channel  130 . In this example, the ACD switch driver  120 D issues the command to ACD switch  130 E. 
     When a channel driver  120  such as ACD switch driver  120 D needs to push an event (status data or an incoming event such as a customer call) to web browser client  104 A: 
     1. ACD switch driver  120 D receives the event and posts the event to communication channel manager  124 . This requires asynchronous interruption at session thread  122  for event posting. 
     2. Communication channel manager  124  pushes the event to communication service  113 . 
     3. Communication service  113  receives the event and executes the registered asynchronous event receiving function. 
     4. The registered asynchronous event receiving function inserts the event sent from ACD switch driver  120 D into an event queue stored inside object manager  107 . 
     5. A frame manager (not shown) running in session thread  122  picks up the event from the event queue and invokes the registered asynchronous event receiving function using communication client service  160 . 
     6. Communication client service  160  asks communication service  113  to process the event. 
     7. After communication service  113  has processed the event, communication client service  160  continues to communicate with Java applet  116  to control the web browser for user interface changes. 
       FIG. 1C  shows components included in one embodiment of request mode communication server  140 . Request mode communication server  140  handles the distribution of information via communication channels according to the request. An example of the operation of request mode communication server  140  is session mode communication server  110  sending a request to request mode communication server  140  to send a large number of emails on its behalf. This enables session mode communication server  110  to devote its resources to controlling the user interface, issuing commands, and handling events. 
     A request mode server thread such as server thread  142  is spawned when request mode communication server  140  begins execution. Communication manager  152  is loaded to collect data for the request. Request mode communication server  140  determines the appropriate channel driver to handle the request and directs a communication channel manager  156  to load email driver  120 E. Communication channel manager  156  dispatches the request and data to email driver  120 E, which sends the information to email communication channel  130 F. In the embodiment shown in  FIG. 1C , email driver  120 E sends the emails via email server  132  to email client  134 . 
     As another example of the operation of request mode communication server  140 , object manager  107  can send one or more work items from UQ system  102  to request mode communication server  140 . Similar to the previous example, a request mode server thread is spawned and communication manager  152  is loaded to collect data for the request. Request mode communication server  140  determines the appropriate channel driver to handle the request and directs a communication channel manager  156  to load an appropriate driver, such as email driver  120 E. Communication channel manager  156  dispatches the request and data to the driver, which sends the information to a communication channel. 
       FIG. 1D  shows an example of one implementation of inbound communication receiver  170 . One embodiment of inbound communication receiver  170  is designed to serve inbound customer support requests with no connection to or knowledge of a client. This contrasts with session mode communication server  110 , which communicates with a client to provide a user interface to at least one agent. In one implementation, inbound communication receiver  170  handles customer support requests that can be held in a queue for future processing, such as fax and email, whereas session mode communication server  110  handles high priority support requests that should be processed as quickly as possible, such as telephone calls, to improve customer response time. In another implementation, both inbound communication receiver  170  and session mode communication server  110  can handle high priority support requests. 
     Inbound communication receiver  170  uses channel drivers  120  such as email/fax channel driver  120 F to “listen” for particular types of customer support requests from a common source. Email channel driver  120 F handles all email messages directed to a particular email address and all faxes sent to a particular fax number. To avoid overlap among agents, inbound communication receiver  170  can be configured to work with UQ system  102  to assign an agent to the inbound customer support request (email  173  or fax  175 ) and route the customer support request to a component associated with or representing the assigned agent, such as a client. 
     Inbound communication receiver  170  is also configured during initialization to recognize events, such as receiving a customer support request, and to include corresponding channel driver information and background profiles to handle recognized events. Background profiles include one or more monitored media objects, such as a list of email addresses, fax numbers, and web-chat end points. For example, email communication channel  130 G represents a background profile for info@company.com and fax communication channel  130 H represents a background profile for fax number 1-800-123-4567. 
     Inbound communication receiver  170  spawns a server thread such as server thread  174  to handle inbound events, such as customer support requests. This contrasts to session mode communication server  110 , which spawns a session thread such as session thread  122  for each client  104  being used by an agent. Communication channel manager  177  then initializes a service such as fax service object  183 A, email service object  183 B, or phone service object  183 C with the designated background profile. 
     When the email/fax channel driver  120 F receives an incoming customer support request, e.g. new fax  175 , fax channel driver  120 F posts the event to communication channel manager  177 . This posting interrupts the idle state of server thread  174  and causes server thread  174  to invoke communication channel manager  177  to process the event. Communication channel manager  177  determines how to respond to the event based on an event response included in an event response table, such as EVTRESP ( FIG. 2   y ), and invokes the appropriate media service, such as fax service object  183 A. If the event response also specifies notifying UQ system  102  of the event, the event is then passed to UQ system  102  via UQ business service  106 . A response to the event notification is returned to inbound communication receiver  170  via UQ business service  106 . 
     In alternative embodiments, client/server system  100  can support multiple types of clients  104  having hardware/software configurations that are different from web browser client  104 A.  FIG. 1E  shows an alternative embodiment of client/server system  100  that supports web browser client  104 A, thin client  104 B, and dedicated client  104 C. 
     Thin client  104 B includes one or more client software modules that are installed and executed on the client computer system used by the agent. Thin client  104 B provides minimal functionality, with the majority of the functions for thin client  104 B are performed by application server  126 . It is often desirable to use thin clients so that application programs can be updated once in a centralized location instead of multiple times for each thin client  104 B. 
     Thin client  104 B provides more functionality on the client side than web browser client  104 A, and can, for example, perform some functions of object manager  107 . Thin client  104 B also controls the user interface including toolbar  105 . If changes are necessary to the functions performed on the client side, a new copy of thin client  104 B must be installed on each individual agent&#39;s computer system. 
     Dedicated client  104 C includes software modules that perform a significant portion of the functions required to support an agent. Dedicated clients are sometimes referred to as “fat clients,” in contrast to the “thin client” designation. If changes are necessary to the functionality provided by dedicated client  104 C, a new copy of the dedicated client software modules usually must be installed on the client computer system. 
     Dedicated client  104 C provides even greater functionality than does thin client  104 B, including, for example, all functionality provided by object manager  107 , web server  188 , communication client service  160  ( FIG. 1B ), and communication service  113 . Because dedicated client  104 C assumes all responsibility for the user interface and toolbar  105 , there is no communication between dedicated client  104   c  and communication server  109 , web server  188 , web engine plug-in  185  and web engine  115  ( FIG. 1B ). Dedicated client  104 C does include web server  149  that is capable of interfacing with UQ system  102 , and object manager  151  to communicate with channel drivers  130 . 
     It is important to note that other types of clients having hardware and software components that are different from clients  104 A,  104 B, and  104 C can also be integrated with client/server system  100 . 
     Communication API 
     Referring now to  FIGS. 1F-1J , communication API  125  is provided in one embodiment of the present invention for channel drivers  120  to communicate with communication server  109 . Note that communication server  109  is used in the following discussion of communication API  125  to represent session mode communication server  110 , request mode communication receiver server  140 , or inbound communication receiver  170 . 
     As shown in  FIG. 1F , one embodiment of communication API  125  includes three types of objects: driver objects  189 , service objects  183 , and client objects  183 . Driver objects  189  and service objects  183  are instantiated at the channel driver  120 , however client objects  179  are instantiated at communication server  109 . Communication server  109  interfaces with driver objects  189  and service objects  183 , but only service objects  183  communicate with client objects  179 . 
     Driver objects  189  maintain the instantiation of service objects  183 . Any special steps for constructing and destructing service objects  183  can be implemented in driver objects  189 . Multiple driver objects  189  can be included to manage different types of media. Also, a single driver object  189  can manage one type of service objects  183  or different types of service objects  183 . For example, a single driver object  189  can manage phone, email and fax media. 
     As an example of the operation of driver objects  189 , when communication server  109  is starting up, the channel driver  120  data link library (DLL) is loaded. Communication server  109  calls CreateISCSDriverInstance( ) in channel driver  120  to ask for the construction of a driver object  189 . The channel driver  120  returns the driver handle back to communication server  109 . The channel driver  120  determines how driver objects  189  are created. If driver objects  189  already exist, for example, the channel driver  120  could simply pass the handle of an existing driver object  189  instead of creating a new one. 
     In one embodiment, service objects  183  are created by driver objects  189  and provide functionality in the form of device commands to interact with the associated media type. For example, making an outbound call, or sending an outbound email is implemented at service objects  183 . A service object  183  is usually associated with a single type of media. For example, there can be service objects  183  for phone media and other service objects  183  for email media. Communication server  109  interfaces directly with service objects  183  to invoke a device command. 
     After communication server  109  obtains the driver handle, communication server  109  uses a RequestService( ) function to request a service object  183  for the specified media type. The driver returns the handle of the corresponding service object  183  to communication server  109 . Communication server  109  then uses this handle in an InvokeCommand( ) function directly to request the corresponding service object  183  for executing a particular type of function. 
     After communication server  109  obtains the handle to a service object  183 , Communication server  109  will use the service handle directly to interact with the service object  183 . Service objects  183  can inherit facilities from, and/or share resources with, driver objects  189 . For example, driver objects  189  can maintain the physical TCP/IP connection to a middleware server and service objects  183  can share the connection with the driver objects  189 . 
     Client objects  179  are instantiated and implemented by communication server  109 . The handles to client objects  179  are passed to service objects  183 . Service objects  183  can utilize the client handles and invoke the function to be executed at communication server  109 . 
     In one embodiment, every service object  183  has a corresponding client object  179 . Therefore, each client object  179  has knowledge of the media type that its corresponding service object  183  is using. Since service objects  183  can each be instantiated for different media from different driver DLLs, this one-to-one relationship allows a client object  179  to know the driver object  189  and service object  183  that initiate the notification when client object  179  receives notification from service object  183 . 
       FIG. 1G  shows an example of an architecture for driver object  189  instantiated by channel driver  120 . Driver object  189  creates three service objects  183 A- 1 ,  183 A- 2 , and  183 A- 3  of the same media type, such as email. Each service object  183 A- 1 ,  183 A- 2 , and  183 A- 3  has its own dedicated client object  179 A- 1 ,  179 A- 2 , and  179 A- 3 , respectively. 
       FIG. 1H  shows an alternative architecture for driver object  189  that creates three service objects  183 A,  183 B, and  183 C for different types of media. Each service object  183 A,  183 B, and  183 C has its own dedicated client object  179 A,  179 B, and  179 C, respectively, for processing events with the corresponding media type. An example of this architecture is shown in  FIG. 1D  for inbound communication receiver  170  that includes client object  179 A for handling fax media, client object  179 B for handling email media, and client object  179 C for handling phone media. Client objects  179 A,  179 B, and  179 C correspond to fax service object  183 A, email service object  183 B, and phone service object  183 C, respectively. 
       FIG. 1I  shows two driver objects  189 A,  189 B instantiated in the channel driver  120 . Each driver object  189 A,  189 B is designated for a different middleware server and includes resources specific to the type of middleware server. For example, driver object  189 A may use a TCP/IP connection to Middleware Server A and driver object  189 B may have a direct connection to Middleware Server B. The service objects  183  created under each driver object  189 A,  189 B are specific to the middleware server with which the driver object  189 A,  189 B is associated. 
     There are several alternatives for implementing asynchronous notification of events from middleware servers to driver objects  189  including:
         1. Traditional TCP/IP socket. The driver objects  189  connect to the TCP/IP port of a middleware server. Events are sent through TCP/IP connection.   2. OLE interface. One example is the IAdviseSink interface in OLE.   3. Any other inter-process communication scheme.       

     With alternative 1, since the driver objects  189  can be implemented as a DLL, the driver object DLL either constructs a listening thread which blocks on select( ) call until the arrival of event, or a polling thread which periodically polls the middleware server for the arrival of event. Polling threads are useful for low-priority media types, e.g. email or fax, because polling periods typically last seconds or minutes. Polling threads are not as useful to detect high-priority media events, such as phone requests, because it is desirable to report the arrival of incoming call at anytime. Listening threads generate less network traffic than polling threads, and are generally useful for high priority and low priority media, however, some types of middleware servers do not support listening threads. 
     To implement both polling threads and listening threads, a “task” thread is required in the driver object DLL. The “task” thread can be executed in driver objects  189  as shown in  FIG. 1J  or in service objects  183  as shown in  FIG. 1K . 
     Referring to  FIG. 1J , a task thread (or listen thread) implemented in the driver objects  189  may be “shared” by all service objects  183 . For example, this listen thread can listen for all incoming events for all service objects  183 . Once the listen thread receives an event, the listen thread then invokes and executes the event handling function implemented at service objects  183 . 
     Referring to  FIG. 1K , if the listen thread is implemented at the domain of service objects  183 , every service object  183  constructs its own listen thread and the listen thread is not shared. Each listen thread [is] listens to a different target. For example, listen thread for user 1 listens for events on the first phone extension (ext. 1234), while the listen thread for user 2 listens for events on the second phone extension (ext. 5678). 
     In one embodiment, client objects  179  are a collection of function pointers implemented by communication server  109  and passed to the service objects  183  for asynchronous event notification. In one implementation, when the listen thread in channel driver  120  receives an event, the following processes occur:
         1. Service object  183  invokes the HandleEvent( ) function implemented in corresponding client object  179 .   2. Client object  179  queues this event to a memory cache.   3. Client object  179  interrupts or signals the server thread  174  ( FIG. 1D ) for Communication channel manager  177  to indicate the arrival of an event. Once this process is completed, the listen thread waits for the next event.   4. During the next cycle of server thread  174 , main thread sees an event is available in the memory cache. It dequeues the event out of the memory cache and continues the processing.       

     Communication API Commands 
     Communication API  125  includes commands and data structures to allow third parties to develop applications that can integrate with client/server system  100 . The data structures include arrays for passing data elements such as an agent&#39;s key value element, key value parameters, and string parameter lists. 
     The following provide examples of runtime status flags that can be used in communication API  125 : 
     
       
         
               
               
             
           
               
                   
               
             
             
               
                 NOTSUPPORTED 
                 = 1; Command is not supported 
               
               
                 DISABLED 
                 = 2; Command is disabled at this time 
               
               
                 CHECKED 
                 = 4; Command is in “checked” state, for example when agent is 
               
               
                   
                   in busy mode the “busy” command will be “checked” 
               
               
                 BLINKING 
                 = 8; This is special effect flag to enable the blinking “answer call” command 
               
               
                 NOPARAMSOK 
                 = 16; Command does not require any parameters to execute 
               
               
                 STRPARAMSOK 
                 = 32; Command can be executed by providing single unnamed 
               
               
                   
                   string parameters. Such commands are invoked when the 
               
               
                   
                   agent types something in the edit control of the 
               
               
                   
                   communication toolbar 105 and clicks the corresponding 
               
               
                   
                   button. 
               
               
                   
               
             
          
         
       
     
     The following provide examples of commands that can be used in one embodiment of communication API  125 :
         MediaType: The MediaType command is used from channel driver  120  to provide the media type. An indicator of the media type, such as the following examples of media type strings, is passed to the channel driver  120  at the
           CreateISCDriverInstance( ) function:   
               

     
       
         
               
               
               
             
           
               
                   
                   
               
             
             
               
                   
                 PHONECONTROL 
                 = 1 
               
               
                   
                 CALLROUTING 
                 = 2 
               
               
                   
                 EMAIL 
                 = 3 
               
               
                   
                 FAX 
                 = 4 
               
               
                   
                 WEBCALL 
                 = 5 
               
               
                   
                 WEBCHAT 
                 = 6 
               
               
                   
                   
               
             
          
         
       
         
         
           
             CommandTypeEx: Channel driver  120  uses the CommandTypeEx function to request different services, such as making calls and sending messages, from communication server  109 . 
             ObjectType: The ObjectType function is used to monitor the communication objects, which can be represented by the following parameter values: 
           
         
       
    
     
       
         
               
               
               
             
           
               
                   
                   
               
             
             
               
                   
                 OB_LINK 
                 = 1 
               
               
                   
                 SWITCH 
                 = 2 
               
               
                   
                 QUEUE 
                 = 3 
               
               
                   
                 TELESET 
                 = 4 
               
               
                   
                 DN 
                 = 5 
               
               
                   
                 AGENT 
                 = 6 
               
               
                   
                 CALL 
                 = 7 
               
               
                   
                 CALLROUT 
                 = 8 
               
               
                   
                 EMAIL 
                 = 9 
               
               
                   
                 FAX 
                 = 10 
               
               
                   
                 WEBCALL 
                 = 11 
               
               
                   
                 WEBCHAT 
                 = 12 
               
               
                   
                 OTHERS 
                 = 1000 
               
               
                   
                   
               
             
          
         
       
         
         
           
             ObjectProperty: The function ObjectProperty can be used to provide properties of monitored communication objects, such as: 
           
         
       
    
                                                                             ONOFF   = 1           AGENTID   = 2           NOTREADY   = 4           BUSY   = 5                DESCRIPTION   = 7           TIMEINQUEUE   = 9                QUEUEID   = 12           ISLOGON   = 13                        
Channel Driver Functions
 
     In one embodiment, driver objects  189  within each of channel drivers  120  can include the following functions:
         FreeSCStrParamList is invoked by communications server  109  to release the memory which is initially allocated by channel drivers  120 .   RequestMediaTypeList is invoked by communications server  109  to query the list of media type strings supported by channel drivers  120 . It can include the parameter mediaTypeList, which is a list of media-type strings.   FreeSCStrParamList is invoked by communication server  109  to release memory.   RequestCommandEventList is invoked to generate lists of commands and events that are implemented for a particular media type supported by the channel drivers  120 . The parameters can include an input parameter specifying the media type, and output parameters that include lists of the commands and events.   CreateISCDriverInstance is invoked to create a channel driver  120 . The following parameters can be used:
           mediaTypeStr: the media-string that is defined by a particular driver implementation.   languageCode: the language string, e.g. “ENU” for English, “FRA” for French, “DEU” for German, “PTB” for Portuguese-Brazilian, “ESN” for Spanish, “ITA” for Italian, and “JPN” for Japanese.   connectString: the connect string for the channel driver  120     datasetParams: the parameter list collected from the configuration   handle: the handle to channel driver  120  returned by the channel driver  120     
           RequestService requests service object  183  from the channel driver  120 . The following parameters can be used:
           clntInterface: the interface at the client object  179     connectString: the connect string for the service object  183     datasetParams: the parameter list collected based on the configuration   serviceHandle: the handle to the service object  183  returned by the driver  120     
           ReleaseISCDriverInstance is invoked by communication server  109  to release the driver object  189  specified by the driver handle supplied as a parameter.
 
Service Object Functions
       

     In one embodiment, service objects  183  within each of channel drivers  120  can include the following functions:
         ReleaseISCServiceInstance is invoked to release the service object&#39;s handle.   NotifyEventHandlingFinished is invoked by communications server  109  to notify the driver object  189  that the event handling is complete and the driver object  189  can move on or continue the process. This function is invoked to respond to HandleEvent&#39;s notifyWhenDone parameter. The following parameters can be used:
           Handle: identifier of the service object  183 .   trackingID: an identifier for the work item for which the communications server  109  was doing event handling.   result: the result of event handling query of the list of media type strings supported by the channel driver  120 .   
           InvokeCommand is invoked by communications server  109  to invoke a driver command. The following parameter list can be used:
           Handle: identifier of the service object   clntCmdTrackID: the unique ID for the InvokeCommand request name: the command name to invoke   stringParam: the string from “Phone #” edit box on the toolbar  105     datasetParam: the parameter list collected based on the configuration   
           InvokeCommandEx is invoked by communications server  109  to invoke a certain type of command. The following parameter list can be used:
           Handle: identifier of the service object.   clntCmdTrackID: the unique ID decided by the communications server  109  for this InvokeCommand request.   commandType: the type of command the communications server  109  wants to execute.   datasetParam: the predefined parameter list set by the communications server  109 .   
           ReleaseWorkItem is invoked by communication server  109  to request release of a work item. Parameters can include:
           Handle: identifier of the service object.   TrackingID: identifier of the work item.   
           SuspendWorkItem is invoked by communication server  109  to request the service object  183  to suspend a work item. Parameters can include:
           Handle: identifier of the service object  183 .   TrackingID: identifier of the work item.   
           ResumeWorkItem is invoked by communication server  109  to request the service object  183  to resume a work item. Parameters can include:
           Handle: identifier of the service object  183 .   TrackingID: identifier of the work item.   
           HandleQueuedEvent is invoked by communication server  109  to pass an event previously queued in UQ system  102  to the service object  183  for handling. The channel driver  120  can treat this as an incoming media event from the middleware server. Parameters can include:
           Handle: identifier of the service object.   name: the event name (from the original HandleEvent( ) call).   fields: the event attributes list (from the original HandleEvent( ) call).   trackingID: the unique ID for the media item.   
           CancelQueuedEvent is invoked by communication server  109  to notify the channel driver  120  that a media-event is cancelled, released, or transferred by UQ system  102 . This function is the companion function of HandleQueuedEvent( ). The following parameters can be used:
           Handle: identifier of the service object.   name: the event name (from the original HandleEvent( ) call).   trackingID: the unique ID for the media item.
 
Client Object Functions
   
               

     The following are examples of functions that can be included in Client Objects  179 . The interface to these functions can be implemented with a function pointer so that driver objects  189  do not need to link to any libraries in communication server  109 .
         ReleaseClientInstance causes driver object  189  to release a client object&#39;s handle.   BeginBatch and Endbatch are designed to save network overhead. The client object functions called between BeginBatch and EndBatch can be cached and sent out at the EndBatch call. These two functions can be used at the discretion of the driver object  189 . For example,       

     
       
         
               
             
           
               
                   
               
             
             
               
                 BeginBatch_Helper(clientInterface); 
               
               
                   CacheCommandInformation_Helper(clientInterface, ...); &lt;-- cached 
               
               
                  ; ; ; ; // some processing 
               
               
                  if (error) 
               
               
                   HandleError_Helper(clientInterface, ...); &lt;-- cached 
               
               
                  HandleEvent_Helper(clientInterface, ...); &lt;-- cached 
               
               
                  EndBatch_Helper(clientInterface); &lt;-- All requests will be sent out in 
               
               
                    one request 
               
               
                 */ 
               
               
                   
               
             
          
         
       
         
         
           
             HandleEvent is used to handle the named event received from the channel driver  120 , using the given fields. By calling this method, the channel driver  120  notifies the client objects  179  of the event, such as a call coming in on the monitored teleset. The following is the parameter list:
           Handle: identifier of the service object  183 .   name: the event name.   fields: event attributes list.   notifyWhenDone: When set to TRUE, client objects  179  will invoke notifyEventHandlingFinished( ) to notify the driver  120  as soon as the event handling is done.   trackingID: the ID uniquely identifies the work item that this event is associated with, e.g. call ID, email ID or web-chat session ID.   
         
             ShowStatusText displays textual status information in the status line of the client objects  179 . The following parameter list can be used:
           Handle: identifier of the service object  183 .   text: the text to display at the client status bar.   
         
             HandleError handles asynchronous errors and logs them to an error log file. The following parameters can be used:
           Handle: identifier of the service object  183 .
               clntCmdTrackID: if not 0, it is the same “clntCmdTrackID” value passed to InvokeCommand( ) to reflect the error caused by the request in InvokeCommand( ). If it is 0, the error occurs out of context.   
               error: the error text.   
         
             CacheCommandInformation is used to notify the client objects  179  about command status caching. The following parameters can be used:
           commandNames: list of command names.   commandDescriptions: list of description text for each command.   commandStatuses: list of status (CommandFlag) for each command.   
         
             UpdateObjectInformation is used to notify the client objects  179  about status change of objects. The following parameters can be used:
           trackingID: the ID uniquely identify the call that causes this information update.   objectType: enumerated ObjectType value.   objectID: the unique ID for this object. For phone, it is the extension. For email, it is the mailbox. For fax, it is the fax number.   datasetInfo: the list of ObjectProperty values to update. For example, the list {{“4”, “TRUE”}, {“9”, “33”}} indicates ISNOTREADY is TRUE and TIMEINQUEUE is 33 seconds.   
         
             IndicateNewWorkItem notifies client objects  179  about the arrival of new inbound work item (e.g. call, email or fax) if the driver or the middleware supports a facility to change the work item&#39;s ID. The following parameters can be used:
           trackingID: the unique ID to identify the new work item.   oldTrackingID: ID to identify the old ID.   
         
             WorkItemStarted notifies client objects  179  that the agent has started working on one particular work item. This happens when (1) the agent answers a call and the call is connected, or (2) the agent accepts an email/fax work item. In response, client object  179  sets the work item identified by “trackingID” as the active work item and starts tracking this work item. The agent will be treated as talking or working. The start time of this work item can be recorded by client objects  179 . The following parameters can be used:
           trackingID: the unique ID to identify this work item.   oldTrackingID: See the comment of the function IndicateNewWorkItem( ).   objectType: the object type.   objectID: the media object for this work item. For phone, it is the extension. For email, it is the mail box.   description: the description of work item. Driver implementation can use UpdateObjectInformation to change the description of work item.   startTime: the time the work item is started.   
         
             WorkItemReleased is used to notify client objects  179  that a particular work item is released. This happens when (1) the agent releases a call and the call is disconnected, or (2) the agent completes an email/fax work item. In response, client objects  179  stop tracking this work item and remove this work item. The following parameters can be used:
           trackingID: the unique ID to identify the work item that is being released.   stopTime: the time the work item is released/stopped.   
         
             CleanAllWorkItems notifies client objects  179  that all work items stored in client objects  179  should be removed. 
             WorkItemSuspended notifies client objects  179  that a work item is suspended. This can happen, for example, when (1) the agent puts a call to hold, or (2) the agent suspends an email/fax work item. The driver implementation calls this function when suspension is done. In response, client objects  179  save the working context for this particular work item. The parameter trackingID can be used to identify the work item 
             WorkItemResumed notifies client objects  179  that a suspended work item is resumed. This can happen, for example, when (1) the agent unholds a call and the call is retrieved, or (2) the agent resumes an email/fax work item. The driver objects  189  call this function when restoring is complete. In response, client objects  179  restore the working context (screen+work-tracking obj) and set the active work item as the one identified by “trackingID”. The parameter trackingID can be used to identify the work item. 
           
         
       
    
     Note that other functions and parameters can be included in communication API  125  instead of, or in addition to, the functions listed herein. 
     Universal Queuing System 
     UQ system  102  queues requests for all types of media until an agent is assigned to the request. As agents become available, either by an agent logging in, finishing a task, or due to a change in state or assignment, UQ system  102  pushes a work item from a communication channel to an agent, and removes the work item from the respective queue. In one implementation, when multiple work items are routed to an agent, the work item that arrived first is presented to the agent and the other work item is returned to its respective queue and rerouted/pushed to the next available agent that is capable of handling the particular work item. 
     UQ system  102  includes UQ receiver  302  and UQ requester  304  that interface with UQ engine  306  via UQ server  308 . Web server  146  can be included in system  100  to receive messages from UQ system  102 . In one embodiment, web server  146  receives the message and sends it to EAI object manager  190 . EAI object manager  190  packages the messages and transmits it to UQ business service  106 . In other embodiments that do not include EAI object manager  190 , the message can be sent directly to UQ business service  106 . 
     UQ Business Service 
     UQ system  102  interfaces with UQ business service  106  and web server  146  via UQ application programming interface (UQ API)  314 . UQ business service  106  places information received from UQ system  102  into data structures used by communication server  109 . UQ business service  106  also places information from communication server  109  into data structures, commands, and parameters recognized and used by UQ API  314 . 
     In one embodiment, UQ business service  106  includes the following functions, with input and output parameters shown in parentheses, for initializing and communicating with the UQ system  102 :
         UQOpenConnection (UQConfigurationName, Return)
           Provides UQ business service  106  with the necessary UQ configuration parameters to receive messages from communication server  109 . The parameter “Return” in all of the UQ business service functions indicates status of the function upon return, for example, “0” means execution was successful.   
           UQAssign (Return)
           Provides the UQ business service  106  with the necessary UQ configuration parameters to communicate with the communication server  109 .   
           UQInitRules (Return)
           When UQOpenConnection is called, UQ business service  106  determines whether to upload rules, such as agent rules, and work item escalation rules. This function is called during the start-up of communication server  109 . If the rules are to be sent, this function retrieves route rules and escalation rules from a data table and packages them for transmission to UQ system  102 . Once rules are downloaded to UQ system  102 , the UQReplaceRules function is called to modify the rules.   
           UQReplaceRules (Return)
           This function is called when the UQ rules need to be updated, such as when changes are made to a set of agent or escalation rules while communication server  109  is in operation.   
           UQ Disconnect (Return)
           Commands UQ system  102  to terminate the connection between UQ system  102  and web server  146 , and between UQ system  102  and communication server  109 . This function is called when UQ system  102  services are no longer needed.   
               

     In one embodiment, UQ business service  106  also includes the following functions for initializing and maintaining agents:
         AgentLogon (AgentLogin, Return, AgentState)—
           This function allows an agent to log into UQ system  102 . Once the login is successful, agent is ready to receive work items. The AgentLogin parameter is the agent identification number assigned in communication server  109 . The AgentState parameter is set to a value indicating the agent&#39;s state after the function is executed.   
           AgentLogout (AgentLogin, Return, AgentState)
           This function allows an agent to log out of UQ system  102 . Once the logout is successful, UQ system  102  will not queue any more work items for this agent.   
           AgentInitAuxwork (AgentLogin, Output)
           This function requests UQ system  102  to place the agent in AuxWork mode after all the current work items are completed. In AuxWork mode, agent will not receive more work but will remain logged in to the UQ system  102 .   
           AgentAvailable (AgentLogin, Return, AgentState)
           This function requests UQ system  102  to place the agent into available status. In the available state, the agent is ready to receive work items.   
           RequestAgentMediaMode (AgentLogin, MediaType, Return, AgentMediaMode)
           This function allows clients  104  to request the agent state.   
           ChangeAgentMediaMode (AgentLogic, Return, AgentMediaMode)
           This function allows clients  104  to change the media mode for an agent.   
           ChangeAgentSkil (AgentLogin,Return)
           This function allows clients  104  to update the skill of an agent. After an agent&#39;s skill has been changed, this function should then be used to update UQ system  102  with the new agent skill.   
           RequestAgentState (AgentLogin, Return, AgentState)
           To request UQ system  102  to report the current agent state.   
           RequestAgentWorkItemList (AgentLogin, Return, WorkItemID, MediaType, IsScheduledTask, ScheduleStartTime, ScheduleEndTime, AgentID, WorkItemState, WorkItemDataProperty)
           Request the UQ system  102  to return a list of all work items currently being handled by an agent.   
           RequestAgentWorkableList (AgentLogin, Return, WorkItemID, MediaType, IsScheduledTask, ScheduleStartTime, ScheduleEndTime, AgentID, WorkItemState, WorkItemDataProperty)
           This function requests UQ system  102  to return a list of possible work items for the agent. This function is used when the agent wants to pick a particular work item rather than being assigned to work items by UQ system  102 .   
           RequestWorkItemAssignment (AgentLogin, WorkItemID, Return)
           This function requests UQ system  102  to dispatch the specific work item to the agent if possible. If the work item is still available, the Return parameter code indicates SUCCESS and the work item will be delivered through communication server  109 .   
           RequestAgentMediaState (AgentLogin, Return, MediaType, AgentState, NumWorkItems)
           This function requests UQ system  102  to report the media (channel state) for each media that the agent is capable of handling.   
               

     In one embodiment, UQ business service  106  also includes the following functions for initializing and maintaining work items:
         AddWorkItem (WorkItemID, MediaType, IsScheduledTask, ScheduleStartTime, ScheduleEndTime, WorkItemDataProperty, Return)
           This function requests UQ system  102  to add the specific work item into the UQ system  102  for future dispatch.   
           RequestWorkItemState (WorkItemID, Return, WorkItemState)
           This function requests the current state of a work item.   
           AcceptWorkItem (WorkItemID, Return)
           This function allows clients  104  to tell UQ system  102  that the assigned work item has been accepted. As a result, agent state and work item state are updated by UQ system  102  to reflect the acceptance of the work item.   
           RejectWorkItem (WorkItemID, AgentLogin, Reason, Return)
           This function allows clients  104  to tell UQ system  102  that the assigned work item has been rejected. As a result, the work item will be sent back to the queue and the agent state for the channel will be set to AuxWork.   
           CompleteWorkItem (AgentLogin, WorkItemID, Return)
           This function informs UQ system  102  that the work item is completed. The next state for the agent will depend on the Auto-Wrap setting, which can be set via a user interface such as toolbar  105 . If Auto-Wrap is True, the agent is in Wrap mode and the work item will be in wrap mode. If Auto-Wrap is FALSE, the agent is placed back in the Available state.   
           HoldWorkItem (AgentLogin, WorkItemID, Return, WorkItemState, NewAgentState).
           This function requests UQ system  102  to put a work item on hold status.   
           UnHoldWorkItem (AgentLogin, WorkItemID, Return, WorkItemState, NewAgentState).
           This function requests UQ system  102  to take a work item off hold status.   
           BlindTransferWorkItemToAgent (AgentLogin, WorkItemID, Return)
           This function transfers a work item to another agent. If the agent is not available, the work item can be queued for the agent.   
           TransferWorkItemToAgent (AgentLogin, WorkItemID, Return)
           This function tells UQ system  102  to transfer the work item to the agent. If the agent is not available, UQ system  102  can inform the requesting agent that the work item is not deliverable.   
           TransferWorkItemToRoute (AgentLogin, RouteID, Return)
           This function transfers an agent to a route defined in the system  100  ( FIG. 1A ). A route represents a specific way to process the work item. Transferring a work item to a route redefines the characteristics of the work item and the way the work item should be handled. For example, the work item was first believed to be best handled by agents with knowledge in one area and now find that it should be handled by an agent having knowledge in another area. Therefore, this work item is transferred to a route that can handle the work item.   
               

     In one embodiment, UQ business service  106  includes the following functions for reporting performance statistics:
         SetChannelStatInterval (Interval,Return)
           This function is used to set the feeding interval of the channel real time statistics. A predetermined default, such as 60 seconds, can be used. Statistics are transmitted to UQ business service  106  and logged into a table.   
           StartAgentStat (Interval,Return)
           This function is used to initiate the transmission of agent statistics. Data is logged to an agent statistics table.   
           StopAgentStat (AgentLogin,Return)
           This function is used to stop the transmission of agent statistics.   
               

     In one embodiment, UQ business service  106  includes the following functions for handling work items:
         HandleWorkItem (AgentLogin, WorkItemID, MediaType, IsScheduleTask, ScheduleStartTime, ScheduleEndTime, AgentLogin, WorkItemState, DataProperty, MediaType, IsScheduleTask, ScheduleStartTime, ScheduleEndTime, AgentLogin, WorkItemState, DataProperty, Return)
           This function is used to inform a client that a work item is being assigned to an agent.   
           HandleWorkItemStatus (WorkItemID, MediaType, IsScheduleTask, ScheduleStartTime, ScheduleEndTime, AgentLogin, WorkItemState, DataProperty, Return)
           This function is used to inform clients  104  that the status for the work item has been changed, so clients  104  can take any action that is necessary as a result. For example, work item status could be changed from alerting to complete because the other party abandoned the work item. In this case, clients  104  may have some housekeeping to perform.   
           HandleAgentStateChange (AgentLogin, AgentState, Return)
           This function is used to inform UQ client that the state of the agent has been changed.   
           HandleRouteStatisticsRequest (RouteStat, TotalWorkItems, AverageWaitTime, AverageServeTime, NlongestWaitTiem, OperationMode, Return)
           This function is used to inform clients  104  of the arrival of route statistics information. This method will handle the incoming statistics information, for example, by writing it to a database.   
           HandleAgentStatisticsRequest (AgentLogin, TotalWorkItems, AverageServeTime, AverageWrapTime, TotalAuxTime, TotalServingTime, TotalLoginTime, TotalServedWorkItem, Return)
           This function is used to inform the UQ client of the arrival of agent statistics information. This method will handle the incoming statistics information. Very likely the information will be written to a database.   
           HandleError (MessageCode, Return)
           This function is used to inform UQ client that an error is received.   
           HandleAlarm (MessageCode,Return)
           This function is used to inform UQ client that an alarm is received.   
           HandleJournal (WorkItemID, WorkItemDataProperty, AgentStateHist, AgentLogin, AgentState, StartTime, EndTime, UQReasonCode, AgentReasonCode, EscHist, SzStep, StartTime, EndTime, UQReasonCode, AgentReasonCode, Return) Journal of a work item to be sent to UQ client when the work item is completed. UQ client will log the journal into database.       

     The foregoing lists are examples of functions that can be included in UQ business service  106 . Other functions can be included in addition to, or instead of, these examples. Some of the functions include return codes and/or state codes to indicate whether a requested function was performed successfully and/or the state of UQ system  102 , a work item, or an agent. The following lists provide examples of codes that are used as parameters in the preceding functions: 
     
       
         
               
             
               
               
             
               
             
               
               
             
               
             
               
               
             
               
             
               
               
             
               
             
               
               
             
           
               
                   
               
             
             
               
                 Return Code 
               
             
          
           
               
                 0 
                 Success 
               
               
                 1 
                 Success_More_Status 
               
               
                 2 
                 Error_Uq_Initialized 
               
               
                 3 
                 Error_Uq_Not_Initialized 
               
               
                 4 
                 Error_Failed 
               
               
                 5 
                 Error_System_Wrong_Api 
               
               
                 6 
                 Error_System_Initialization_Failed 
               
               
                 7 
                 Error_Agent_Setting_Invalid_State 
               
               
                 8 
                 Error_Agent_Undefined 
               
               
                 9 
                 Error_Agent_Unable_To_Change_Skill 
               
               
                 10 
                 Error_Queue_Not_Initialized 
               
               
                 11 
                 Error_Queue_Undefined 
               
               
                 12 
                 Error_Queue_Capacity_Exceeded 
               
               
                 13 
                 Error_Workitem_Adding_Failed 
               
               
                 14 
                 Error_Workitem_Failed_Change_State 
               
               
                 15 
                 Error_Unknown_Media 
               
             
          
           
               
                 Agent State 
               
             
          
           
               
                 1 
                 Available 
               
               
                 2 
                 Logout 
               
               
                 3 
                 Busy 
               
               
                 4 
                 AuxWork 
               
               
                 5 
                 InitAuxWork 
               
             
          
           
               
                 Media Mode 
               
             
          
           
               
                 1 
                 Available 
               
               
                 2 
                 Unavailable 
               
               
                 3 
                 Busy 
               
               
                 4 
                 Wrap_Up 
               
             
          
           
               
                 Operation Reason Code 
               
             
          
           
               
                 1 
                 Setting_Invalid_State 
               
               
                 2 
                 Agent_Not_Available 
               
               
                 3 
                 Route_Undefined 
               
             
          
           
               
                 Work Item State 
               
             
          
           
               
                 1 
                 Active 
               
               
                 2 
                 Wrap_Up 
               
               
                 3 
                 Alerting 
               
               
                 4 
                 Completed 
               
               
                 5 
                 Queued 
               
               
                 6 
                 Scheduled 
               
               
                 7 
                 On_Hold 
               
               
                 8 
                 Received 
               
               
                   
               
             
          
         
       
     
     UQ Configuration 
     Referring to  FIGS. 1A-E  and  3 , clients  104  choose a UQ configuration via the UQOpenConnection function in UQ business service  106 . UQ system  102  uses information such as “UQ receiver server name” and “UQ receiver Port” to determine where to send responses. In one embodiment, multiple receiver servers (not shown) in EAI object manager  190  can be connected to receive messages from UQ system  102 , and, therefore, each receiver communicating with UQ system  102  sends a UQ configuration parameter in the UQOpenConnection function. 
     Table 1 shows an example of parameters in a UQ configuration table that is stored in UQ system  102  and used to establish communication with and perform functions as requested by communication server  109  via the UQOpenConnection function. For example, Table 1 includes parameters for identifying and establishing communication with the host for UQ system  102 . Table 1 also includes default settings for agent preferences such as whether an agent is in the auto-ready state after login or in the auto-auxwork state after login. 
     
       
         
               
             
               
             
               
               
             
           
               
                 TABLE 1 
               
             
             
               
                   
               
               
                 UQ Configuration Table 
               
             
          
           
               
                 Configuration Name 
               
               
                   
               
             
          
           
               
                 UQ Host Name 
                 Identifier for host for UQ system 102 
               
               
                 UQ Host Port 
                 Address of host 
               
               
                 HTTPURLTemplate 
                 Name of primary receiver server 
               
               
                 HTTPLoginURLTemplate 
               
               
                 HTTPLogoutURLTemplate 
               
               
                 Business Service 
                 Specify the name of UQ business service 106 that 
               
               
                   
                 will be invoked when outbound XML is sent. 
               
               
                 Method 
                 The name of method to be invoked in the UQ 
               
               
                   
                 business service 106 mentioned above. 
               
               
                 MaxConnection 
                 Maximum number of connections to be opened on 
               
               
                   
                 the primary receiver server. UQ system 102 has the 
               
               
                   
                 option to send events to any of those open 
               
               
                   
                 connections. By opening up multiple connections, 
               
               
                   
                 multiple requests can then be processed. 
               
               
                 Transport 
                 Web server 146 and EAI object manager 190 
               
               
                   
                 require: 
               
               
                   
                 Name of server for UQ system 102 
               
               
                   
                 Listening Port for UQ system 102 
               
               
                   
                 Workflow process 144 requires: 
               
               
                   
                 Name of server for UQ system 102 
               
               
                   
                 Listening Port for UQ system 102 
               
               
                   
                 Sender WorkFlow Name 
               
               
                   
                 Send Method Name 
               
               
                 SecondaryHTTPURLTemplate 
                 For secondary UQ receiver server (optional). If 
               
               
                   
                 included, this receiver server is used for primarily 
               
               
                   
                 for non-time critical message such as alarm, error, 
               
               
                   
                 statistics and journal. If no secondary receiver 
               
               
                   
                 server is included, the primary receiver server in 
               
               
                   
                 EAI object manager 190 can be used. 
               
               
                 SecondaryHTTPLogoutURLTemplate 
                 Template for logout information 
               
               
                 SecondaryHTTPLoginURLTemplate 
                 Template for login information 
               
               
                 SkillBC:&lt;Business Component 
                 A Skill map that contains a list of skills and 
               
               
                 Name&gt; 
                 associated skill items for a client. Includes a list of 
               
               
                   
                 business skills. For example, 
               
               
                   
                 SkillBO:Industry = Industry 
               
               
                   
                 SkillBO:Internal Product = Internal Product 
               
               
                   
                 SkillBO:Language Def = Language Def 
               
               
                   
                 SkillBO:Product Line = Product Line Briefing 
               
               
                 AuxWorkAfterLogin 
                 If “true”, place the agent to Aux mode after login. 
               
               
                   
                 Default is “true” 
               
               
                 LogoutFromAvailable 
                 If “true”, allow agent to logout at Available state. 
               
               
                   
                 Default is “true” 
               
               
                 WrapEnabled 
                 If “true”, wrap state is valid for agent. Default is 
               
               
                   
                 “true” 
               
               
                 Load Balancing 
                 If “true”, Server Load Balancing is used and 
               
               
                   
                 installed. Default is “false” 
               
               
                   
               
             
          
         
       
     
     Table 2 shows a subset of parameters in the UQ Configuration table in Table 1 referred to as PropertyInfo parameters that are used in other functions that are included in UQ business service  106 . 
     
       
         
               
             
               
               
             
           
               
                 TABLE 2 
               
             
             
               
                   
               
               
                 Property Information Parameters 
               
             
          
           
               
                 Name 
                 Purpose 
               
               
                   
               
               
                 UQ Host Name 
                   
               
               
                 UQ Host Port 
               
               
                 HTTPURLTemplate 
                 Template to be used in HTTP URL for login and 
               
               
                   
                 making requests 
               
               
                 HTTPLoginURLTemplate 
                 Template to be use in HTTP for login 
               
               
                 HTTPLogoutURLTemplate 
                 String that needs to be included in the logout 
               
               
                   
                 process 
               
               
                 MaxConnections 
                 Number of connections that need to be opened 
               
               
                 Secondary Receiver Host 
               
               
                 Secondary Receiver Port 
               
               
                 SecondaryHTTPURLTemplate 
               
               
                 SecondaryHTTPLogoutURLTemplate 
                 String that needs to be included in the logout 
               
               
                   
                 process 
               
               
                   
               
             
          
         
       
     
     Web server  146  handles packing information using a suitable data transfer protocol for outgoing messages to EAI object manager  190 . In one implementation, for example, HTTP is used to communicate messages to and from UQ API  314 . Web server  146  converts information in HTTP format to another suitable transport protocol which EAI object manager  190  unpacks for use by UQ business service  106 . In other embodiments, other protocols known in the art can be used instead of, or in addition to, HTTP. 
     UQ Routing 
     UQ engine  306  defines a route for processing each work item. For example, if a work item is a fax requiring response from an agent with knowledge of computer networking, the UQ engine  306  would define a route that specifies an agent with computer networking skills. An agent can transfer the work item to a route queue using the functions TransferWorkItemToRoute (Route configuration Name) or BlindTransferWorkItemToAgent (agentID) if the agent is not able to respond to the work item. The skill requirements for the work item can be changed before invoking the transfer if the agent determines that a different skill is necessary to respond to the work item. 
     In one embodiment, route points are generated, wherein each route point has specific skill requirements. When a work item is to be transferred to another point, the transferring agent can choose a route point from a pop up list, for example. The list can include the option to either list all agents or all route points. 
     UQ System Scenarios 
     The following examples show how requests from clients are processed through one embodiment of system  100 : 
     Initialization and Rules Download 
     Communication server background mode server  170  uses UQOpenConnection function in UQ business service  106  to connect clients with UQ system  102 . In one embodiment, two or more configurations can be available to initialize UQ business service  106 , including a default configuration. The default UQ configuration parameters are used if no other configuration specified. The UQPropertyInfo parameters of UQOpenConnection included PrimaryReceiverName and PrimaryReceiverPort which identify the location of the primary receiver server in web server  146 . 
     UQOpenConnection can be invoked multiple times to connect multiple receiver servers in web server  146  to UQ system  102 , and UQ system  102  maintains a list of all connections to the connected receiver servers. After a successful UQOpenConnection, the function UQInitRules can be invoked to download agent skill information, as well as rules for escalating agents and specifying routes. In one embodiment, UQInitRules is invoked only once during initialization, and the function UQReplaceRules is used to update the rules once they have been initialized. The parameter ERROR_UQ_INITIALIZED indicates an error if UQInitRules if subsequently invoked. An indicator of whether the initialization was successful is supplied in the Return parameter associated with the UQInitRules function. 
     Agent Logon 
     New agents invoke UQOpenConnection through business service  106  to inform UQ system  102  that there is a new agent. The function AgentLogon is then invoked by UQ business service  106  to log the agent into UQ system  102 . UQ business service  106  then sends a message that includes the agent skill information to UQ system  102 . 
     If multiple receiver servers are connected, each invocation of the function AgentLogon includes information about the receiver server that the agent is associated with. Agent information also includes information including auto-available setting and auto-wrap setting. UQ system  102  returns either the error if the invocation to AgentLogon fails, or returns the new agent state if the logon operation was successful. 
     Email Arrival 
     When communication server  109  receives an email message, it sends the message along with related information regarding the client who sent the message to UQ business service  106 . UQ business service  106  transfers the email message and related information to UQ system  102  via the AddWorkItem function. UQ system  102  determines whether to accept the work item and issues a response to communication server  109  via web server  146 , EAI object manager  190 , and UQ business service  106  indicating whether the work item was accepted using the status parameter in the HandleWorkItem function. 
     UQ Delivers Work Item 
     UQ system  102  determines an agent for a work item and sends a message that the work item was assigned to an agent to communication server  109  via the receiver server associated with the agent. UQ system  102  then transmits a message via the HandleWorkItem function to the receiver server associated with the agent. The ProcessEvents function in UQ business service  106  is then invoked to dispatch the message to an agent. The agent invokes the WorkItemAccept function to inform UQ system  102  that it received the work item. 
     UQ System Issues an Alarm or Error 
     As an example of one method for UQ system  102  to notify communication server  109  of an error or alarm, assume UQ system  102  determines that the number of requests that can be handled by one of the communication channels has exceeded a predefined threshold. UQ system  102  sends a return code to the receiver server via the HandleError function indicating that the queue capacity has been exceeded. Web server  146  receives the message and invokes the function “ProcessEvents” in UQ business service  106 . The error message can be logged and broadcast to the component that issued the request. Alarm messages are handled in a similar manner. The error/alarm can be broadcast visually, aurally, textually, and/or by any other suitable means known in the art. 
     UQ System Sends Statistics to Communication Server 
     A client or other component in system  100  ( FIG. 1A ) can request statistics regarding its communication channels, agents, and/or the routing of agents, from UQ system  102  via SetChannelStatInterval, StartAgentStat, and StopAgentStat functions. UQ system  102  generates the requested statistics and transmits them to Web server  146 . When the receiver server in EAI object manager  190  receives the message, it can log the statistics and broadcast them through an interface such as a message bar mechanism, as known in the art. Agent configurations can be set up to request statistics on a continual basis. The statistics can include information for work items completed as well as work items in the agent&#39;s queue. 
     Agent Accepts a Work Item 
     When an agent is in AuxWork mode, the agent can choose a work item from the queue through a user interface such as the toolbar  105 . When a work item is selected, UQ system  102  is notified via the RequestWorkableItemList function in business service  106 . If the work item is available, the function will indicate a successful selection through the return parameter and the work item is delivered via the HandleWorkItem function. The RequestWorkableItemList function can return an error indicator if the work item is not available for the agent. 
     Call Routing 
     When UQ system  102  receives a route request, UQ system  102  determines the agent to assign to the work item and sends a message to the agent&#39;s receiver server in EAI object manager  190  that includes the assigned agent and the work item. If UQ system  102  cannot find an agent to assign within the time allowed, the request is placed in a waiting queue as implemented by UQ engine  306 . It is important to note that many different types of commercially available queuing engines  306  can be used in UQ system  102 . 
     Automated Call Distribution (ACD) Interaction with the UQ System 
     Referring to  FIGS. 1A-D  and  3 , an agent can be connected to receive calls directly from ACD switch  130 E, without interacting with UQ system  102 . Agents can also be connected to receive calls from ACD switch  130 E as well as other work items through UQ system  102 . This type of configuration is referred to auxiliary work mode (AuxWork mode). An agent can place themselves in the AuxWork state through an interface such as toolbar  105 , or an administrator may configure the agent to enter the AuxWork state. 
     In one implementation of AuxWork mode, ACD switch  130 E dispatches a call to an agent, and the agent informs session mode communication server  110  when it answers the call. Session mode communication server  110  then relays the notice to UQ system  102 . At this point, UQ system  102  asks session mode communication server  110  to place the agent in the AuxWork state using, for example, the AgentInitAuxwork function as described herein, after the agent finishes the call. 
     When the agent finishes the call, it informs session mode communication server  110  that the call is done, and the session mode communication server  110  in turn informs UQ system  102  that the call is finished. UQ system  102  then determines whether there is a suitable work item to assign to the agent based on the media channels in the agent&#39;s configuration. If a work item is available, the work item will be sent to the agent through the agent&#39;s receiver server in EAI object manager  190 . The agent informs UQ system  102  when it finishes the work item. If UQ system  102  determines that there are no more work items for the agent, it informs session mode communication server  110  to set the agent&#39;s ACD mode to ready to continue receiving calls through ACD switch  130 E. 
     There are several alternative implementations that can be used to place an agent in the AuxWork state. For example, an agent can default to AuxWork state. UQ system  102  can be notified when ACD switch  130 E receives a call that should be handled by the agent, and the agent notified to suspend processing a work item, such as a response to an email request, to take the call. The agent notifies UQ system  102  when the call is completed, and returns to processing the suspended work item. 
     Agent State Change 
     When a work item is dispatched to an agent, the agent invokes the AcceptWorkItem function to accept the work item. Output parameters in AcceptWorkItem inform UQ system  102  of the new agent state and work item state. When the agent completes the work item, it invokes the CompleteWorkItem function to inform UQ system  102  of the new agent state and work item state. 
     An auto-wrap option can be set in the agent&#39;s configuration table that allows an agent time to wrap up a work item upon completion. Agents can select an interface option that invokes the AgentAvailable function to indicate that they are out of wrap up mode and ready to accept another work item. UQ system  102  changes the status of the work item to Complete and places the agent in the Auxwork state if AgentInitAuxWork function has been invoked. If the AgentInitAuxWork function is not invoked, the agent&#39;s state is set to BUSY if there are other work items in the queue that the agent can handle. Otherwise the agent is placed in the Available state. 
     Work Item Cancelled 
     A situation can arise when a work item is cancelled after it has been assigned to an agent, but before the agent has accepted the work item. Such a situation may arise, for example, when a caller hangs up while waiting. In this case, the UQ system  102  informs the client that the work item is cancelled through HandleWorkItemStatus and a signal, such as a blinking button on the agent&#39;s user interface display, can be changed to indicate that the work item was removed. 
     PBX and Email with PBX Higher Priority 
     The term private branch exchange (PBX) refers to a subscriber-owned telecommunications exchange that usually includes access to the public switched network. When an email and a PBX work item are queued, UQ system  102  uses the priority set forth in the route rules to determine which media will have higher priority over the other. Client configurations typically give PBX work items higher priority than email. 
     Work Item Journal 
     When a work item is completed, UQ system  102  sends a work item journal entry to communication server  109  via the HandleJournal function. The journal entry includes information to identify whether the journal entry pertains to the agent state history and/or the work item escalation history of the work item. 
     System Failure 
     If the connection between UQ system  102  and session mode communication server  110  fails, UQ system  102  will remove all agents associated with session mode communication server  110  and mark all work items as “Complete” with a failure error code. 
     Multiple Requesters and Receivers 
     When UQ business service  106  is instantiated, it will load the UQ configuration including the sender&#39;s server component name and the workflow name. In one embodiment, the sender server component is the EAI object manager  190 , which is transparent to clients  104 . If there are multiple instances of EAI object manager  190 , communication server  109  routes the request to the appropriate component in communication server  109 . A load balancer can be included to balance the load between multiple instances of EAI object manager  190 . 
     Each work item sent by UQ clients include a login and a client key associated with the work item. When the same work item is being returned form UQ system  102  as a result of either an agent assignment or problem with the work item, the login and the client key are used to route the result to the right client. 
     Blind Transfer of a Work Item to an Agent 
     An agent can use the function BlindTransferWorkItemToAgent to transfer a work item to another agent if the agent cannot respond to the work item, or thinks that another agent is better qualified to respond. If the transferree agent is not available to accept the work item being transferred, the work item will be queued until the agent is available. 
     Consultative Transfer of a Work Item to an Agent 
     An agent can invoke the TransferWorkItemToAgent function to transfer a work item to another agent to consult with the other agent regarding the work item. If the agent is not available for consultation, UQ system  102  informs the agent that the other agent is not available. The agent can select whether to hold on to the work item, retry, or send the work item to a route. 
     Transfer Work Item to a Route 
     An agent can use the function TransferWorkItemToRoute to transfer a work item to along a route to another agent. This is useful, for example, when an agent receives a work item that would be handled more efficiently by an agent with other skills. 
     UQ API 
     In one embodiment, a client server system  100  ( FIGS. 1A-E ) in accordance with the present invention includes UQ API  314  for communicating with UQ system  102 . For example, the interface can translate information in one format, such as simplified object access protocol (SOAP) used by UQ business service  106  to an extensible markup language (XML) format used in UQ system  102 . UQ API  314  can also translate information between other formats suitable for use in UQ business service  106  and UQ system  102 . Alternatively, the same format can be used throughout system  100 , thereby eliminating the need for UQ API  314 . UQ API is further described in copending U.S. patent application Ser. No. 09/823,678, entitled “Extensible Interface For Intermodule Communication”, which application was filed on the same day is assigned to the same assignee as the present application and is incorporated by reference herein. 
     In one embodiment, a user interface for entering and editing agent skills is provided. An example of an agent skill graphical user interface (GUI) is described in U.S. patent application Ser. No. 09/823,531, entitled “Communication Toolbar Supporting Multiple Communication Channels of Different Media Types”, which application was filed on the same day and is assigned to the same assignee as the present application and is incorporated by reference herein. The agent skill GUI includes fields for selecting, entering and editing agent information including name, employee number, job title, login name, contact information, skills, and the level of expertise for each skill item. After a client updates the skills of an agent through the agent skill GUI, the ChangeAgentSkill function in UQ business service  106  can be used to update agent information in UQ system  102 . 
     UQ API Data Structures 
       FIGS. 4   a - 4   m  show tables representing data structures that are used in one embodiment of UQ API  314  for communicating information between UQ system  102  and communication server  109 . 
       FIG. 4   a  shows Table UQ_CFG which defines UQ system  102  configuration parameters such as the UQ server name, server port, receiver name, and receiver port.  FIG. 4   b  defines Table UQ_CFG_PARAM which includes configuration parameters for UQ system  102  such as the configuration identifier, the name of the configuration. 
       FIG. 4   c  is used for information pertaining to different routes defined for different media types, priority, and other characteristics.  FIG. 4   d  further defines the data properties of a route. The characteristic of a route can be defined by one or more route properties. For example, an email will have “recipient”, “subject” and category. A fax mail will be “DNIS” and “ANI”. These characteristics can be translated into skills. For example, “Recipient”=“Sales” can be translated into “Department”=“Sales”. Another example is “DNIS”=“8000” can be translated into “Product”=“NT”. 
       FIG. 4   e  defines how the processing of a work item can be escalated because the work item has not been served for a pre-defined period of time. Each escalation process defines a way that a work item should be processed. In general, the escalation process is to generalize the skill requirement of a work item so that the chance of having the work item served is improved. 
       FIG. 4   f  defines the skill requirement for each escalation rule. Each rule generalizes the skill requirement of a work item. 
       FIG. 4   g  is a map between route property and skill. For example, “DNIS”=“8000” could be translated into “Product”=“NT”. This is basically a list of possible properties for each media. For example, email has subject, CC, recipient. PBX has ANI and Language. 
       FIG. 4   h  represents the number of end points, also referred to as maximum number of sessions, for each media type that an agent is allowed. 
       FIGS. 4   i - 4   k  store route, media, and agent statistics information, respectively. In one embodiment, the statistics are sent from UQ system  102  to communication server  109  at pre-defined time intervals as specified in the UQ configuration passed to UQ system  102 . An agent or administrator can also request statistics when desired through communication server  109 . Some of the statistics, such as “Average Wait Time” are time dependent, and therefore, the time period is also included as part of the data. 
       FIG. 4   l  stores the error log. 
       FIGS. 4   m - 4   p  store the processing history of each work item. 
     Other tables can be included in an embodiment of UQ system  102  in addition to, or instead of, the tables shown in  FIGS. 4   a - 4   p.    
     An Examplary Computing and Network Environment 
       FIG. 5  is a block diagram illustrating a network environment in which a client/server system  100  according to the present invention may be practiced. As is illustrated in  FIG. 5 , network  45 , such as a private wide area network (WAN) or the Internet, includes a number of networked servers  25 ( 1 )-(N) that are accessible by client computers  35 ( 1 )-(N). Communication between client computers  35 ( 1 )-(N) and servers  25 ( 1 )-(N) typically occurs over a publicly accessible network, such as a public switched telephone network (PSTN), a DSL connection, a cable modem connection or large bandwidth trunks (e.g., communications channels providing T1 or OC3 service). Client computers  35 ( 1 )-(N) access servers  25 ( 1 )-(N) through, for example, a service provider. This might be, for example, an Internet Service Provider (ISP) such as America On-Line™, Prodigy™, CompuServe™ or the like. Access is typically had by executing application specific software (e.g., network connection software and a browser) on the given one of client computers  35 ( 1 )-(N). 
     It will be noted that the variable identifier “N” is used in several instances in  FIG. 5  to more simply designate the final element (e.g., servers  25 ( 1 )-(N) and client computers  35 ( 1 )-(N)) of a series of related or similar elements (e.g., servers and client computers). The repeated use of such variable identifiers is not meant to imply a correlation between the sizes of such series of elements, although such correlation may exist. The use of such variable identifiers does not require that each series of elements has the same number of elements as another series delimited by the same variable identifier. Rather, in each instance of use, the variable identified by “N” may hold the same or a different value than other instances of the same variable identifier. 
     One or more of client computers  35 ( 1 )-(N) and/or one or more of servers  25 ( 1 )-(N) may be, for example, a computer system of any appropriate design, in general, including a mainframe, a mini-computer or a personal computer system. Such a computer system typically includes a system unit having a system processor and associated volatile and non-volatile memory, one or more display monitors and keyboards, one or more diskette drives, one or more fixed disk storage devices and one or more printers. These computer systems are typically information handling systems which are designed to provide computing power to one or more users, either locally or remotely. Such a computer system may also include one or a plurality of I/O devices (i.e., peripheral devices) which are coupled to the system processor and which perform specialized functions. Examples of I/O devices include modems, sound and video devices and specialized communication devices. Mass storage devices such as hard disks, CD-ROM drives and magneto-optical drives may also be provided, either as an integrated or peripheral device. One such example computer system, discussed in terms of client computers  35 ( 1 )-(N) is shown in detail in  FIG. 6 . 
       FIG. 6  depicts a block diagram of a computer system  10  suitable for implementing the present invention, and example of one or more of client computers  35 ( 1 )-(N). Computer system  10  includes a bus  12  which interconnects major subsystems of computer system  10  such as a central processor  14 , a system memory  16  (typically RAM, but which may also include ROM, flash RAM, or the like), an input/output controller  18 , an external audio device such as a speaker system  20  via an audio output interface  22 , an external device such as a display screen  24  via display adapter  26 , serial ports  28  and  30 , a keyboard  32  (interfaced with a keyboard controller  33 ), a storage interface  34 , a floppy disk drive  36  operative to receive a floppy disk  38 , and a CD-ROM drive  40  operative to receive a CD-ROM  42 . Also included are a mouse  46  (or other point-and-click device, coupled to bus  12  via serial port  28 ), a modem  47  (coupled to bus  12  via serial port  30 ) and a network interface  48  (coupled directly to bus  12 ). 
     Bus  12  allows data communication between central processor  14  and system memory  16 , which may include both read only memory (ROM) or flash memory (neither shown), and random access memory (RAM) (not shown), as previously noted. The RAM is generally the main memory into which the operating system and application programs are loaded and typically affords at least 16 megabytes of memory space. The ROM or flash memory may contain, among other code, the Basic Input-Output system (BIOS) which controls basic hardware operation such as the interaction with peripheral components. Applications resident with computer system  10  are generally stored on and accessed via a computer readable medium, such as a hard disk drive (e.g., fixed disk  44 ), an optical drive (e.g., CD-ROM drive  40 ), floppy disk unit  36  or other storage medium. Additionally, applications may be in the form of electronic signals modulated in accordance with the application and data communication technology when accessed via network modem  47  or interface  48 . 
     Storage interface  34 , as with the other storage interfaces of computer system  10 , may connect to a standard computer readable medium for storage and/or retrieval of information, such as a fixed disk drive  44 . Fixed disk drive  44  may be a part of computer system  10  or may be separate and accessed through other interface systems. Many other devices can be connected such as a mouse  46  connected to bus  12  via serial port  28 , a modem  47  connected to bus  12  via serial port  30  and a network interface  48  connected directly to bus  12 . Modem  47  may provide a direct connection to a remote server via a telephone link or to the Internet via an internet service provider (ISP). Network interface  48  may provide a direct connection to a remote server via a direct network link to the Internet via a POP (point of presence). Network interface  48  may provide such connection using wireless techniques, including digital cellular telephone connection, Cellular Digital Packet Data (CDPD) connection, digital satellite data connection or the like. 
     Many other devices or subsystems (not shown) may be connected in a similar manner (e.g., bar code readers, document scanners, digital cameras and so on). Conversely, it is not necessary for all of the devices shown in  FIG. 6  to be present to practice the present invention. The devices and subsystems may be interconnected in different ways from that shown in  FIG. 6 . The operation of a computer system such as that shown in  FIG. 6  is readily known in the art and is not discussed in detail in this application. Code to implement the present invention may be stored in computer-readable storage media such as one or more of system memory  16 , fixed disk  44 , CD-ROM  42 , or floppy disk  38 . Additionally, computer system  10  may be any kind of computing device, and so includes personal data assistants (PDAs), network appliance, X-window terminal or other such computing device. The operating system provided on computer system  10  may be MS-DOS®, MS-WINDOWS®, OS/2®, UNIX®, Linux® or other known operating system. Computer system  10  also supports a number of Internet access tools, including, for example, an HTTP-compliant web browser having a JavaScript interpreter, such as Netscape Navigator® 3.0, Microsoft Explorer® 3.0 and the like. 
     Moreover, regarding the signals described herein, those skilled in the art will recognize that a signal may be directly transmitted from a first block to a second block, or a signal may be modified (e.g., amplified, attenuated, delayed, latched, buffered, inverted, filtered or otherwise modified) between the blocks. Although the signals of the above described embodiment are characterized as transmitted from one block to the next, other embodiments of the present invention may include modified signals in place of such directly transmitted signals as long as the informational and/or functional aspect of the signal is transmitted between blocks. To some extent, a signal input at a second block may be conceptualized as a second signal derived from a first signal output from a first block due to physical limitations of the circuitry involved (e.g., there will inevitably be some attenuation and delay). Therefore, as used herein, a second signal derived from a first signal includes the first signal or any modifications to the first signal, whether due to circuit limitations or due to passage through other circuit elements which do not change the informational and/or final functional aspect of the first signal. 
     The foregoing described embodiment wherein the different components are contained within different other components (e.g., the various elements shown as components of computer system  10 ). It is to be understood that such depicted architectures are merely examples, and that in fact many other architectures can be implemented which achieve the same functionality. In an abstract, but still definite sense, any arrangement of components to achieve the same functionality is effectively “associated” such that the desired functionality is achieved. Hence, any two components herein combined to achieve a particular functionality can be seen as “associated with” each other such that the desired functionality is achieved, irrespective of architectures or intermediate components. Likewise, any two components so associated can also be viewed as being “operably connected”, or “operably coupled”, to each other to achieve the desired functionality. 
       FIG. 7  is a block diagram depicting a network  50  in which computer system  10  is coupled to an internet  60 , which is coupled, in turn, to client systems  70  and  80 , as well as a server  90 . Internet  60  (e.g., the Internet) is also capable of coupling client systems  70  and  80  and server  90  to one another. With reference to computer system  10 , modem  47 , network interface  48  or some other method can be used to provide connectivity from computer system  10  to internet  60 . Computer system  10 , client system  70  and client system  80  are able to access information on server  90  using, for example, a web browser (not shown). Such a web browser allows computer system  10 , as well as client systems  70  and  80 , to access data on server  90  representing the pages of a website hosted on server  90 . Protocols for exchanging data via the Internet are well known to those skilled in the art. Although  FIG. 7  depicts the use of the Internet for exchanging data, the present invention is not limited to the Internet or any particular network-based environment. 
     Referring to  FIGS. 1 ,  2  and  3 , a browser running on computer system  10  employs a TCP/IP connection to pass a request to server  40 , which can run an HTTP “service” (e.g., under the WINDOWS® operating system) or a “daemon” (e.g., under the UNIX® operating system), for example. Such a request can be processed, for example, by contacting an HTTP server employing a protocol that can be used to communicate between the HTTP server and the client computer. The HTTP server then responds to the protocol, typically by sending a “web page” formatted as an HTML file. The browser interprets the HTML file and may form a visual representation of the same using local resources (e.g., fonts and colors). 
     The foregoing detailed description has set forth various embodiments of the present invention via the use of block diagrams, flowcharts, and examples. It will be understood by those within the art that each block diagram component, flowchart step, and operations and/or components illustrated by the use of examples can be implemented, individually and/or collectively, by a wide range of hardware, software, firmware, or any combination thereof. 
     The present invention has been described in the context of a fully functional computer system, however those skilled in the art will appreciate that the present invention is capable of being distributed as a program product in a variety of forms, and that the present invention applies equally regardless of the particular type of signal bearing media used to actually carry out the distribution. Examples of signal bearing media include: recordable type media such as floppy disks and CD-ROM, transmission type media such as digital and analog communications links, as well as media storage and distribution systems developed in the future. 
     The above description is intended to be illustrative of the invention and should not be taken to be limiting. Other embodiments within the scope of the present invention are possible. Those skilled in the art will readily implement the steps necessary to provide the structures and the methods disclosed herein, and will understand that the process parameters and sequence of steps are given by way of example only and can be varied to achieve the desired structure as well as modifications that are within the scope of the invention. Variations and modifications of the embodiments disclosed herein can be made based on the description set forth herein, without departing from the spirit and scope of the invention as set forth in the following claims.