Oracle International Corporation

Imed Yahmadi

Edwin Kenneth Margulies

Eli Ben Borodow

Ran Ezerzer

Ali Aljane

Pierre St-Cyr

Pablo M Rodriguez

William Scott Seebauer

Pierre St Cyr

The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and 'trigger points' for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.

System and method for routing workflow items based on workflow templates in a call center

A distributed communication center configured to handle a plurality of communications includes a user zone, a web zone, and a network zone. The user zone includes a plurality of remote terminals that enable communication center personnel and end users to remotely interface with the distributed communication center through the web zone. The web zone includes one or more web servers configured and one or more mail servers to interface the remote terminals in the user zone with the network zone. The network zone includes one or more telephony servers and one or more application servers.

Systems and methods for handling a plurality of communications for different companies

Systems and methods for handling a plurality of communications

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San Diego, CA, United States of America

Imed Yahmadi