| Abstract |
A dynamic Data Exchange (DDE) system for formatting and forwarding commands, requests, and data between an agent in a Communication center and a computer-Telephony-Integration server, comprising: a computerized workstation assigned to an agent in the communication center, the workstation executing a DDE-enabled scripting application and operating under a first data protocol; a Computer-Telephony-Integration (CTI) server communicatively coupled to the workstation, the CTI server operating under a second data protocol; a DDE application for mapping data of the first and the second protocols to a common set of data topics, data items, and data commands; and a set of controls for interfacing with the DDE application, the controls used to create and maintain the common set of data topics, data items, and data commands; characterized in that the commands, requests, and data between the agent and the CCTI server, mapped to a common set of DDE data topics. |