Siebel Systems, Inc.

Kuang-Yang Huang

Anil Kumar Annadata

Henry Dana Jay

Matthew Scott Malden

Mingte Chen

Rohit Bedi

A user interface display comprises a plurality of selectable icons and a control symbol in a toolbar. The control symbol can be selected by a user to display additional selectable icons within the toolbar. Incoming events, such as customer support requests or other work items, can be received from a communication server and displayed via a selectable icon or work button in the toolbar. The user interface can notify the user of the incoming event, such as by causing the work button to blink. The user can send a command to the communication server via the user interface relating to the event, such as accepting an incoming work item or releasing a telephone call. The communication server can perform the appropriate event response.

Apparatus and method for displaying selectable icons in a toolbar for a user interface

A user interface display provides selectable icons and a control symbol in a toolbar. The control symbol can be selected by a user to display additional selectable icons within the toolbar. The additional icons can be inserted adjacent the control symbol or in another location on the toolbar. A user can associate a set of one or more selectable icons with a control symbol. In one implementation, reselecting the control symbol removes the additional icons from the toolbar. In another implementation, the additional icons are removed when one of the additional icons is selected. If the icons are positioned adjacent to their corresponding control symbol, the display position of other icons on the toolbar is adjusted to allow room for the additional icons. When a set of the additional icons is removed from the display, the position of the other icons on the toolbar is re-adjusted.

One or more third party channel drivers interface with a centralized communication application server. An aggregate channel driver (ACD) is included in a channel driver to implement commands and command parameters that are supported by a particular core channel driver (CCD), but not by the communication server. The ACD can also implement events and event parameters that are supported by a particular communication server, but not by the CCD. A customer can thus include the ACD to extend and/or overwrite the functionality of a channel driver without rewriting or modifying the CCD.

Aggregate drivers for a configurable media-independent server

A method and system to dynamically associate a workstation with a teleset. Data related to the call are transferred to the workstation during the call. Forming the dynamic association between the workstation and the teleset can include determining a hostname for the workstation, searching for the hostname in configuration data, and, if the hostname is found, dynamically associating the workstation with a teleset associated with the hostname. A server can be notified to transfer data associated with a call on the teleset to the workstation.

Computer telephony integration hotelling method and system

A method and system for enabling a CTI user to log in at any work station in a network and utilize the system with the correct teleset, and also to transfer a CTI transaction or interaction to another CTI user.

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Fremont, CA, United States of America

Kuang-Yang Huang