发明名称 |
Unified integration management—contact center portal |
摘要 |
A system and method is disclosed for providing web and portal enablement of a CTI-based call center, via markup languages and middleware technologies such as XML, J2EE, Web Services, and Message Oriented Middleware (JMS/MOM) technologies. The invention encompasses a system for translating data (including voice and telephony data) and events using a metadata translation layer, which transforms and encapsulates telephony data and events into well-formed markup language syntax. The translated data is then be passed through one or more industry standard interfaces (such as a native interface, XML interface, or web service) to corresponding clients (thin client, native client, e-business application client, wireless clients, etc.) for remote use of information and applications via the web or other browser based portal over any packet-based network. |
申请公布号 |
US9521207(B2) |
申请公布日期 |
2016.12.13 |
申请号 |
US200310435686 |
申请日期 |
2003.05.09 |
申请人 |
PROTEL COMMUNICATIONS LIMITED |
发明人 |
Lok Shek Hung;Dimantha Ravin |
分类号 |
G06F15/173;H04L29/08;G06F17/30;H04M3/51 |
主分类号 |
G06F15/173 |
代理机构 |
Westman, Champlin & Koehler, P.A. |
代理人 |
Brush David D.;Westman, Champlin & Koehler, P.A. |
主权项 |
1. A system comprising:
a physical device performing asynchronous messaging operations on Computer Telephony Integration (CTI) event messages and Customer Relationship Management (CRM) data messages between a browser client and a plurality of servers such that CTI event messages are given a higher priority than CRM data messages. |
地址 |
Hong Kong CN |