06988126 is referenced by 150 patents and cites 61 patents.

A contact center uses a service system to establish communication over a data network, such as the internet, between customer endpoint systems and the endpoint systems of customer service representatives, CSRs, of the contact center. The service system establishes communication between endpoint systems by joining them to an appropriate communication session with an associated transport mechanism that allows the exchange of data across the network between the joined endpoint systems. For each communication session, a respective service instance and session instance are created. The service instance provides service specific behaviour while the session instance provides generic operations for adding and removing endpoint systems to the communication session. By specifying different service-specific behaviors, a range of corresponding customer services can be offered.

Title
Contact center system and method for specifying different service specific behavior and offering range of corresponding customer services
Application Number
9/977494
Publication Number
6988126 (B2)
Application Date
October 16, 2001
Publication Date
January 17, 2006
Inventor
Johannes Maria Victo Daanen
Bristol
GB
Colin Andrew Low
Wotton-Under-Edge
GB
Rycharde Jeffery Hawkes
Bristol
GB
Lawrence Wilcock
Malmesbury
GB
Assignee
Hewlett Packard Development Company
TX, US
IPC
G06F 13/00
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