Three-tier feature-based collaborative browsing for computer telephony integration.

Ho Ho-ching.Thesis (M.Phil.)--Chinese University of Hong Kong, 2001.Includes bibliographical references (leaves 104-107).Abstracts in English and Chinese.Abstract --- p.iAcknowledgment --- p.viChapter 1. --- Introduction --- p.1Chapter 1.1. --- Introduction to PBX based Call Center --- p.1Chapter 1.2. --- The Scenarios --- p.2Chapter 1.3. --- Thesis Overview --- p.5Chapter 2. --- Features of Collaborative Browsing --- p.8Chapter 2.1. --- Feature Synchronization vs Bitmap Screen Transfer --- p.8Chapter 2.2. --- Basic Collaborative Features of the Collaborative Browser --- p.9Chapter 2.2.1. --- Web Page Pushing --- p.10Chapter 2.2.2. --- Screen Widget Synchronization --- p.11Chapter 2.2.3. --- Tele-pointing and Shared Whiteboard --- p.12Chapter 2.3. --- Collaborative Form Manipulation --- p.13Chapter 2.3.1. --- Importance of Electronic Form Collaboration --- p.13Chapter 2.3.2. --- Basic Support for Form Collaboration ´ؤ´ؤData Synchronization --- p.14Chapter 2.3.3. --- Existence of Form Complexity ´ؤForm Data Dependency --- p.75Chapter 2.3.4. --- Hinting --- p.17Chapter 2.4. --- Collaborative IVR --- p.23Chapter 2.4.1. --- Traditional Interactive Voice Response (IVR) Service --- p.23Chapter 2.4.2. --- Abstraction ´ؤCorrelating Form Interaction Mechansim with IVR --- p.25Chapter 2.4.3 --- Collaborative IVR by Form Interaction Mechanism --- p.27Chapter 3. --- Software Architecture --- p.33Chapter 3.1. --- The Three-Tier Architecture --- p.33Chapter 3.2. --- The Collaboration Mechanism for Collaborative Browser --- p.37Chapter 3.2.1. --- Session Initialization/Termination --- p.37Chapter 3.2.2. --- Data Flow of the Basic Collaboration Features --- p.39Chapter 3.2.3. --- Control Mechanism --- p.40Chapter 3.2.4. --- The Hinting Mechanism for Collaborative Form Manipulation --- p.43Chapter 3.3. --- The Collaboration Mechanism for Collaborative IVR --- p.45Chapter 4. --- Implementation --- p.51Chapter 4.1. --- Shareable Document Object Architecture for Collaboration --- p.51Chapter 4.1.1. --- Document Object Architecture --- p.51Chapter 4.1.2. --- Generalizing to Shareable Document Object Architecture --- p.53Chapter 4.2. --- Whiteboard Mechanism --- p.55Chapter 4.3. --- Packet Data Unit for Communication --- p.57Chapter 4.4. --- Bridging Different Software Components --- p.60Chapter 4.5. --- Hinting Mechanism for Collaborative Form Manipulation --- p.63Chapter 4.5.1. --- Relating Form Fields to Table Fields --- p.63Chapter 4.5.2. --- Hinting by the Hinting Tables --- p.69Chapter 4.6. --- Collaborative IVR --- p.73Chapter 4.6.1. --- Using Mediator for Collaborative IVR --- p.73Chapter 4.6.2. --- Concept of Telephone Form --- p.74Chapter 4.6.3. --- Hinting for Collaborative IVR --- p.78Chapter 4.7. --- System Integration --- p.81Chapter 5. --- Performance Evaluation and Experiment Results --- p.84Chapter 5.1. --- Optimizing the Transmission Methodology --- p.84Chapter 5.2. --- Browser Responsiveness Study --- p.86Chapter 5.2.1. --- Experiment Details --- p.86Chapter 5.2.2. --- The Assumptions --- p.89Chapter 5.2.3. --- Experiment Results and Analysis --- p.90Chapter 5.3. --- Bandwidth Consumption --- p.94Chapter 6. --- Conclusions --- p.97Appendix A 一 Government Profit Tax Return Form --- p.101Appendix B ´ؤ A Phone Banking IVR Service Tree --- p.103Bibliography --- p.10