Method for organizing multiple versions of XML for use in a contact center environment

• US 20040083479A1
• Filed: 12/30/2002
• Published: 04/29/2004
• Est. Priority Date: 10/23/2002
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Anisimov, Nikolay, Bondarenko, Oleg
• Application Number:
  US10/335,637
• Publication Number:
  US 20040083479A1
• Time in Patent Office: Days
• US Class Current: 719/310
• CPC Class Codes: G06F 9/546 Message passing systems or structures, e.g. queues

Abstract

An object-oriented business application for controlling event sequences expressed in variant descriptive languages and application specificities has at least one process object defining a specification describing at least one process and at least one process instance materializing as an active process thread upon execution of the at least one process object. The business application activates upon receipt of an event or sequence thereof associated with all or part of the at least one process object whereupon the application triggers execution of the at least one process object thereby activating at least one process instance that controls processing and termination of an interaction sequence including processing post sequence-termination tasks, the application and functions thereof expressed in an abstraction of the variant descriptive languages of the events and sequences thereof.

Claims

1. An object oriented business application for controlling events and sequences thereof, the events and sequences thereof expressed in variant descriptive languages and application specificities, comprising:

at least one process object defining a specification describing at least one process; and

at least one process instance materializing as an active process thread upon execution of the at least one process object;

characterized in that an event or sequence thereof associated with all or part of the at least one process object triggers execution of the at least one process object activating at least one process instance that controls processing and termination of the event or sequence thereof including processing post termination tasks, the application and functions thereof expressed in an abstraction of the variant descriptive languages and application specificities of the events and sequences thereof.

2. The business application of claim 1 wherein the application controls event sequences occurring in a telephony environment, the event sequences including multimedia interactions.

3. The business application of claim 1 wherein the event sequences include party-to party-interactions, party-to-machine interactions, machine-to-machine interactions, and machine-to-party interactions, party defining one of a live agent, a live customer, or a live business partner.

4. The business application of claim 1 wherein the triggering event is one of an incoming telephone call, an incoming multimedia event, a machine notification, a machine request, or an agent-initiated event.

5. The business application of claim 1 wherein the event is an incoming telephone call and a processed sequence of events define interaction between a communicating party and an interactive voice response system.

6. The business application of claim 1 wherein the event is an incoming machine request and a processed sequence of events define an automated machine-to-machine request and response sequence.

7. The business application of claim 1 wherein the events and event sequences are variant from each other in terms of descriptive language and application specificity, the descriptive language variances comprising one or a combination of XML syntax differences, style differences and vocabulary differences.

8. The business application of claim 1 wherein the abstract descriptive language of the application, process object, and process thread is XML-based and the variances of the different descriptive languages of the events processed or event sequences processed are satisfied during processing by inserting language specific and application specific syntax into variable fields provided within one or more XML-based templates, the syntax available to the application by accessing a language library.

9. The business application of claim 1 wherein the at least one process instance inserts operation and identification tags during processing XML documents to enable various functions of a contact center platform including communication with other process instances and objects of the process.

10. The business application of claim 1 further comprising:

a plurality of communication-center objects, the objects described in the abstract language of the application, process objects, and process instances, each object corresponding to a counterpart object residing within the contact center platform, the counterpart objects modeled and described at a lower level of abstraction.

11. The business application of claim 10 wherein the application functionality is extended to third-party interfaces held externally from the contact center platform enabling platform and application independent processing across multiple domains.

12. The business application of claim 10 wherein the interface includes one of an IVR capable telephone switch, a Web server, a LAN server, or a network gateway.

13. In a multimedia communications environment, a method for machine processing of multi-modal interaction or business process sequences across multiple application-specific environments according to business application logic comprising steps of:

(a) receiving a triggering event at an interfacing node;

(b) executing upon trigger a business process object of an object oriented application;

(c) spawning at least one process instance for applying the appropriate application business logic to enable the interaction sequence;

(d) accessing any related interaction objects of the interaction sequence sequentially according to process instance order;

(e) inserting by tagging and executing the order of tasks described by the business application logic during run of the at least one process instance on the accessed objects in sequential order; and

(f) terminating the process instance or instances running upon completion of the ordered tasks.

14. The method of claim 13 wherein in step (a) the triggering event is one of an incoming call, an incoming multimedia request, a machine notification, a machine request, or an interaction request initiated by an application or live party.

15. The method of claim 13 wherein in step (a) the interfacing node is one of a telephony switch, a Web server, or a network gateway.

16. The method of claim 13 wherein in step (b) the object oriented application uses an abstraction of XML based language at least one level of abstraction above the levels of XML based languages of the application specific domains of the parties of the interaction or event sequences.

17. The method of claim 13 wherein in step (b) the process object provides at least one XML template with variable fields therein for inserting syntax of application specific nature and for inserting tags to enable transient processes executing functional tasks.

18. The method of claim 13 wherein in step (c) more than one process instance is spawned in response to a single triggering event.

19. The method of claim 13 wherein in step (d) the process instance works with abstract objects, each abstract object having a counterpart object of a lower abstraction residing within the domain of the host of the communications environment.

20. The method of claim 13 wherein in step (e) the tags are inserted into variable fields of an XML document, the tags themselves containing variables for selection and execution according to prevailing business logic.

21. The method of claim 13 wherein in step (e) the at least one process instance includes logic for completing tasks after an interaction sequence terminates.

22. The method of claim 21 wherein in step (e) a post interaction task includes one or a combination of revenue reporting, statistical reporting, profile updating, and historical updating according to results of processing.