Method and apparatus for building communication between agent desktop scripting applications and an outbound call software suite within a telecommunications center

A DDE-enabled communication and routing system for connecting agents of a communication center with center clients comprising:

• a DDE application for mapping data of disparate protocols to a common set of data topics, data items, and data commands;
• a set of software controls for interface with the DDE application the controls used to create and maintain the common set of data topics, data items, and data commands;
• an agent-scripting application for interface with the DDE application;
• and
• a telephony application for interface with the DDE application and for making contact with and routing telephony events to appropriate agents logged into the system.

A method for practicing dynamic data exchange between two disparate software systems within a communication center comprising the steps of:

• (a) creating a set of DDE data topics, data items, and data commands that are map able to data topics, data items, and data commands of the two disparate software systems;
• (b) receiving data from one of the disparate software systems and mapping the data to the common set of data topics, data items, and data commands;
• and
• (c) using the common set of data topics, data items, and data commands, mapping the received data to the set of data topics, data items, and data commands of the other disparate software system.