| 摘要 |
Typically, contact centre terminals have a user interface and in addition software to interpret messages from a server, maintain a state machine, and control the user interface appropriately. One problem with this type of arrangement is that a significant amount of software is required at each contact centre agent terminal besides the user interface. If any changes need to be made to the user interface control then software upgrades are needed at each terminal which is time consuming and expensive. These problems are addressed by enabling the user interface at each agent terminal to be effectively "driven" by the server remotely. The server is arranged to generate extensible Mark-up Language (XML) files (or other types of files) and send those to appropriate agent terminals. These XML files are used to control user interfaces at the agent terminals effectively "on the fly".
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