Alert management apparatus and method

• US 20060111092A1
• Filed: 11/23/2004
• Published: 05/25/2006
• Est. Priority Date: 11/23/2004
• Status: Abandoned Application

• Current Assignee: Neoris USA Incorporated (Cemex, S.A.B. De C.V.)
• Original Assignee: Neoris USA Incorporated (Cemex, S.A.B. De C.V.)
• Inventors: Harris, Doug S., Templin, Craig M.
• Application Number:
  US10/995,990
• Publication Number:
  US 20060111092A1
• Time in Patent Office: Days
• US Class Current: 455/418
• CPC Class Codes: H04M 2203/2016 Call initiation by network rather than by subscriber
• CPC Class Codes: H04M 3/46 Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained

Abstract

An alert management system (AMS) can initiate, process, and monitor an alert cycle. The AMS can initiate a predefined alert based on an initiation command or based on a comparison of data to predefined alert initiation rules. The AMS can select individuals to contact and/or plans for contacting each individual based on the context of the alert. The AMS allows individuals to request notification for certain alerts and/or for specific transitions within a cycle of the alert. When a user is notified, they can provide feedback confirming receipt of the notification and/or request initiation one or more additional predefined alerts. Users can also provide a backup contact person that the AMS should contact if the user cannot be reached. The AMS provides users with progress information, which can include an indication of who has received notification of the alert in progress.

Claims

1. A method of managing an alert comprising steps of:

detecting an initiation of the alert according to a predefined alert definition that includes first and second status conditions and a first-transition subscriber that subscribes to a transition between the first and second status conditions;

transitioning the alert from the first status condition to the second status condition; and

attempting to deliver a notification of the transition from first to second status condition to the first-transition subscriber according to a contact plan associated with the first-transition subscriber.

2. A method according to claim 1, further comprising a step of providing a progress report indicating whether the first-transition subscriber has received the notification.

3. A method according to claim 1, wherein the predefined alert definition includes an alert workflow stipulating that the alert includes a plurality of status conditions including the first and second status conditions.

4. A method according to claim 3, wherein the plurality of status conditions includes at least one of a pending status condition, an active status condition, and a cancelled status condition.

5. A method according to claim 1, further comprising a step of retrieving context information related to the initiation of the alert.

6. A method according to claim 5, wherein the context information includes at least one of a time of alert initiation, an alert-initiating user, a severity, a location, a priority, a message, and an expiration time.

7. A method according to claim 5, wherein the step of attempting to deliver the notification is performed according to a selected one of a plurality of contact plans associated with the first-transition subscriber.

8. A method according to claim 7, wherein each contact plan includes one or more methods of contacting the first-transition subscriber.

9. A method according to claim 8, wherein the step of attempting to deliver the notification includes selecting the contact plan based on the retrieved context information.

10. A method according to claim 9, wherein the step of attempting to deliver the notification includes attempting to contact the first-transition subscriber using each of the one or more methods included in the contact plan in a predetermined order until the notification has been delivered.

11. A method according to claim 1, further comprising a step of requesting a transition confirmation prior to transitioning the alert from the first status condition to the second status condition.

12. A method according to claim 11, wherein the step of transitioning the alert from the first status condition to the second status condition is performed only if the transition confirmation is received.

13. A method according to claim 1, wherein the step of attempting to deliver the notification includes halting, if a predetermined point in the contact plan is reached, attempts to contact the first-transition subscriber and proceeding to attempt to contact an escalation user designated by the contact plan.

14. A method according to claim 1, further comprising a step of requesting that the first-transition subscriber provide confirmation feedback confirming that the first-transition subscriber has received the notification.

15. A method according to claim 1, further comprising a step of requesting whether the first-transition subscriber would like to initiate another alert.

16. A method of managing an alert comprising steps of:

detecting an initiation of the alert according to a predefined alert definition that includes a designated subscriber;

retrieving context information related to the initiation of the alert;

determining whether the designated subscriber should be notified of the alert based on the retrieved context information; and

attempting to deliver a notification of the alert to the designated subscriber only if it is determined that the designated subscriber should be notified.

17. A method according to claim 16, wherein the context information includes at least one of a time of alert initiation, an alert-initiating user, a severity, a location, a priority, a message, and an expiration time.

18. A method according to claim 16, wherein the step of attempting to deliver the notification includes a step of selecting one of a plurality of contact plans for contacting the designated subscriber based on the retrieved context information.

19. A method of managing an alert comprising steps of:

detecting an initiation of the alert according to a predefined alert definition that includes a designated subscriber;

retrieving context information related to the initiation of the alert;

selecting one of a plurality of contact plans for contacting the designated subscriber based on the retrieved context information; and

attempting to deliver a notification of the alert to the designated subscriber based on the selected contact plan.

20. A method according to claim 19, wherein each of the plurality of contact plans includes one or more methods of contacting the designated subscriber.

21. A method according to claim 20, wherein the step of attempting to deliver the notification includes attempting to contact the designated subscriber using each of the one or more methods included in the selected contact plan in a predetermined order until the notification has been delivered.

22. An alert management apparatus comprising:

a processing component for detecting an initiation of the alert according to a predefined alert definition that includes first and second status conditions and a first-transition subscriber that subscribes to a transition between the first and second status conditions, and for transitioning the alert from the first status condition to the second status condition; and

a communication component for attempting to deliver a notification of the transition from first to second status condition to the first-transition subscriber according to a contact plan associated with the first-transition subscriber.

23. An apparatus according to claim 22, further comprising an interface component for providing a progress report indicating whether the first-transition subscriber has received the notification.

24. An apparatus according to claim 22, wherein the predefined alert definition includes an alert workflow stipulating that the alert includes a plurality of status conditions including the first and second status conditions.

25. An apparatus according to claim 24, wherein the plurality of status conditions includes at least one of a pending status condition, an active status condition, and a cancelled status condition.

26. An apparatus according to claim 22, wherein the processing component retrieves context information related to the initiation of the alert.

27. An apparatus according to claim 26, wherein the context information includes at least one of a time of alert initiation, an alert-initiating user, a severity, a location, a priority, a message, and an expiration time.

28. An apparatus according to claim 26, wherein the communications component attempts to deliver the notification according to a selected one of a plurality of contact plans associated with the first-transition subscriber.

29. An apparatus according to claim 28, wherein each contact plan includes one or more methods of contacting the first-transition subscriber.

30. An apparatus according to claim 29, wherein the processing component selects the contact plan based on the retrieved context information.

31. An apparatus according to claim 30, wherein the communications component attempts to contact the first-transition subscriber using each of the one or more methods included in the contact plan in a predetermined order until the notification has been delivered.

32. An apparatus according to claim 22, wherein the processing component controls one of the interfacing component and the communications component to request a transition confirmation for transitioning the alert from the first status condition to the second status condition.

33. An apparatus according to claim 32, wherein the processing component is configured to transition the alert from the first status condition to the second status condition only if the transition confirmation is received.

34. An apparatus according to claim 22, wherein if a predetermined point in the contact plan is reached, the processing component controls the communications component to halt attempts to contact the first-transition subscriber and to proceed with attempting to contact an escalation user designated by the contact plan.

35. An apparatus according to claim 22, wherein the communications component requests that the first-transition subscriber provide confirmation feedback confirming that the first-transition subscriber has received the notification.

36. An apparatus according to claim 22, wherein the communications component requests the first-transition subscriber to indicate whether initiation of another alert is desired.

37. An apparatus for managing an alert comprising:

a processing component for detecting an initiation of the alert according to a predefined alert definition that includes a designated subscriber, retrieving context information related to the initiation of the alert, and determining whether the designated subscriber should be notified of the alert based on the retrieved context information; and

a communications component for attempting to deliver a notification of the alert to the designated subscriber only if it is determined that the designated subscriber should be notified.

38. An apparatus according to claim 37, wherein the context information includes at least one of a time of alert initiation, an alert-initiating user, a severity, a location, a priority, a message, and an expiration time.

39. An apparatus according to claim 37, wherein the processing component selects one of a plurality of contact plans for contacting the designated subscriber based on the retrieved context information.

40. An apparatus for managing an alert comprising:

a processing component for detecting an initiation of the alert according to a predefined alert definition that includes a designated subscriber, retrieving context information related to the initiation of the alert, and selecting one of a plurality of contact plans for contacting the designated subscriber based on the retrieved context information; and

a communications component for attempting to deliver a notification of the alert to the designated subscriber based on the selected contact plan.

41. An apparatus according to claim 40, wherein each of the plurality of contact plans includes one or more methods of contacting the designated subscriber.

42. An apparatus according to claim 41, wherein the communications component attempts to contact the designated subscriber using each of the one or more methods included in the selected contact plan in a predetermined order until the notification has been delivered.

43. A computer-readable medium having computer-executable instructions for performing steps comprising:

detecting an initiation of the alert according to a predefined alert definition that includes first and second status conditions and a first-transition subscriber that subscribes to a transition between the first and second status conditions;

transitioning the alert from the first status condition to the second status condition; and

attempting to deliver a notification of the transition from first to second status condition to the first-transition subscriber according to a contact plan associated with the first-transition subscriber.

44. A computer-readable medium according to claim 43 having further computer-executable instructions for performing a step of providing a progress report indicating whether the first-transition subscriber has received the notification.

45. A computer-readable medium according to claim 43, wherein the predefined alert definition includes an alert workflow stipulating that the alert includes a plurality of status conditions including the first and second status conditions.

46. A computer-readable medium according to claim 45, wherein the plurality of status conditions includes at least one of a pending status condition, an active status condition, and a cancelled status condition.

47. A computer-readable medium according to claim 43 having further computer-executable instructions for performing a step of retrieving context information related to the initiation of the alert.

48. A computer-readable medium according to claim 47, wherein the context information includes at least one of a time of alert initiation, an alert-initiating user, a severity, a location, a priority, a message, and an expiration time.

49. A computer-readable medium according to claim 47, wherein the step of attempting to deliver the notification is performed according to a selected one of a plurality of contact plans associated with the first-transition subscriber.

50. A computer-readable medium according to claim 49, wherein each contact plan includes one or more methods of contacting the first-transition subscriber.

51. A computer-readable medium according to claim 50, wherein the step of attempting to deliver the notification includes selecting the contact plan based on the retrieved context information.

52. A computer-readable medium according to claim 51, wherein the step of attempting to deliver the notification includes attempting to contact the first-transition subscriber using each of the one or more methods included in the contact plan in a predetermined order until the notification has been delivered.

53. A computer-readable medium according to claim 43 having further computer-executable instructions for performing a step of requesting a transition confirmation prior to transitioning the alert from the first status condition to the second status condition.

54. A computer-readable medium according to claim 53, wherein the step of transitioning the alert from the first status condition to the second status condition is performed only if the transition confirmation is received.

55. A computer-readable medium according to claim 43, wherein the step of attempting to deliver the notification includes halting, if a predetermined point in the contact plan is reached, attempts to contact the first-transition subscriber and proceeding to attempt to contact an escalation user designated by the contact plan.

56. A computer-readable medium according to claim 43 having further computer-executable instructions for performing a step of requesting that the first-transition subscriber provide confirmation feedback confirming that the first-transition subscriber has received the notification.

57. A computer-readable medium according to claim 43 having further computer-executable instructions for performing a step of requesting whether the first-transition subscriber would like to initiate another alert.

58. A computer-readable medium having computer-executable instructions for performing steps comprising:

detecting an initiation of the alert according to a predefined alert definition that includes a designated subscriber;

retrieving context information related to the initiation of the alert;

determining whether the designated subscriber should be notified of the alert based on the retrieved context information; and

attempting to deliver a notification of the alert to the designated subscriber only if it is determined that the designated subscriber should be notified.

59. A computer-readable medium according to claim 58, wherein the context information includes at least one of a time of alert initiation, an alert-initiating user, a severity, a location, a priority, a message, and an expiration time.

60. A computer-readable medium according to claim 58, wherein the step of attempting to deliver the notification includes a step of selecting one of a plurality of contact plans for contacting the designated subscriber based on the retrieved context information.

61. A computer-readable medium having computer-executable instructions for performing steps comprising:

detecting an initiation of the alert according to a predefined alert definition that includes a designated subscriber;

retrieving context information related to the initiation of the alert;

selecting one of a plurality of contact plans for contacting the designated subscriber based on the retrieved context information; and

attempting to deliver a notification of the alert to the designated subscriber based on the selected contact plan.

62. A computer-readable medium according to claim 61, wherein each of the plurality of contact plans includes one or more methods of contacting the designated subscriber.

63. A computer-readable medium according to claim 62, wherein the step of attempting to deliver the notification includes attempting to contact the designated subscriber using each of the one or more methods included in the selected contact plan in a predetermined order until the notification has been delivered.

64. A method comprising steps of:

subscribing to a predefined alert;

creating a plurality of contact plans for receiving an alert notification, each contact plan including different context information; and

receiving, according to a selected contact plan of the plurality of contact plans, the alert notification,

wherein said selected contact plan is selected based on the context information included in the selected contact plan.

65. A method according to claim 64, further comprising a step of receiving a progress report indicating whether another subscriber has received the alert notification.

66. A method according to claim 64, wherein the step of subscribing to the alert definition includes designating a transition in the predefined alert, wherein the alert notification indicates that said transition in the predefined alert has occurred.

67. A method according to claim 66, wherein the context information includes at least one of a time of alert initiation, an alert-initiating user, a severity, a location, a priority, a message, and an expiration time.

68. An apparatus according to claim 64, wherein each contact plan includes one or more methods of receiving the alert notification.