# US 9,521,207 B2 · Unified integration management—contact center portal

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- Number: US 9,521,207 B2
- Document ID: US9521207B2
- Status: Granted
- Kind: B2
- Application number: 10/435,686
- Filed: 2003-05-09
- Published: 2004-02-12
- Granted: 2016-12-13
- Earliest claimed: 2002-05-09
- Assignees: Protel Communications Limited
- Applicants: Shek Hung Lok; Ravin Dimantha
- Inventors: Shek Hung Lok; Ravin Dimantha
- Web page: https://patentgrep.com/patent/US9521207B2

## CPC

- H04L 67/565: Conversion or adaptation of application format or content (adding application control or application functional data H04L67/561)
- G06F 16/954: Navigation, e.g. using categorised browsing
- H04L 67/02: based on web technology, e.g. hypertext transfer protocol [HTTP]
- H04L 69/329: in the application layer [OSI layer 7]
- H04M 3/5191: {interacting with the Internet}
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)

## Abstract

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.

## Claims

### Claim 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.

### Claim 2 (depends on 1)

The system as in claim 1, wherein said CTI event messages and CRM data messages originate at a CTI based call center.

### Claim 3 (depends on 2)

The system as in claim 2, wherein said CTI based call center comprises at least one of the following CTI system components: CTI Server, IVR System, and ACD/PBX System.

### Claim 4 (depends on 3)

The system as in claim 3, wherein said CTI system components are integrated in said physical device using a MOM infrastructure.

### Claim 5 (depends on 4)

The system as in claim 4, wherein the CTI system components are integrated independent of any RPC scheme.

### Claim 6 (depends on 4)

The system as in claim 4, wherein the CTI system components are integrated independent of following RPC schemes: DCOM, RMI, and CORBA.