A dynamic data exchange (DDE) gateway for formatting and forwarding commands,
requests,
and data between separate software suites operating under disparate protocols within
a communication center includes a DDE application for mapping data of disparate
protocols to a common set of data topics, data items, and data commands, and 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.
The gateway is characterized in that an agent of the communication center operating
a computerized workstation invokes a DDE-enabled scripting application containing
a set of data topics, data items, and data commands, the set mappable to the common
set of DDE data topics, data items, and data commands such that interaction through
the scripting application enables dynamic data exchange with a CTI telephony suite
having a set of data topics, data items, and data commands that are also mappable
to the common set of DDE data topics, data items, and data commands.
