MOBILE ACTIVITY MANAGER

• US 20120209649A1
• Filed: 02/13/2012
• Published: 08/16/2012
• Est. Priority Date: 02/11/2011
• Status: Active Grant

• Current Assignee: Arlington Technologies, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: Avaya Incorporated
• Inventors: Ovenden, Francis A., Romagnino, Silvana D.
• Granted Patent: US 8,620,709 B2
• Time in Patent Office: Days
• US Class Current: 705/7.15
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G16H 40/20 for the management or administration of healthcare resources or facilities, e.g. managing hospital staff or surgery rooms

Abstract

A computer-implemented method for handling a microflow includes receiving a workflow request that includes a task associated with the workflow and a contact address associated with the task, performing an operation associated with receiving the workflow request that includes at least one of opening a communication session with the contact address and sending a response to the workflow request to the contact address. The method further includes storing the task, prioritizing the task, and performing an operation associated with execution of the workflow including at least one of opening a communications session with the contact address, sending a status associated with performance of the task, and sending a completion status of the task.

Claims

1. A computer-implemented method for handling a microflow, comprising:

receiving, at a processor, a workflow request that includes

a task associated with the microflow, and

a contact address associated the task;

performing an operation associated with receiving the workflow request that includes at least one of

opening, at the processor, a communication session with the contact address, and sending, from the processor, a response to the workflow request addressed to the contact address;

storing the task in a workflow queue in a memory;

prioritizing, at the processor, the task; and

performing an operation associated with execution of the microflow that includes at least one of

opening, at the processor, a communication session with the contact address,

sending, from the processor, a status associated with performance of the task, and

sending, from the processor, a completion status of the task.

2. The method of claim 1, wherein the response is selected from at least one of

an acceptance of the workflow request,

an inquiry regarding the workflow request,

a rejection of the workflow request, and

a request to defer an acceptance of the workflow request.

3. The method of claim 1, wherein at least one of

the communication session,

the response,

the status, and

the completion status

is transmitted in accordance with a medium selected from the group consisting of

a text message,

a multimedia message,

an email message,

a voice call,

a video call,

a conference call,

a web-based session using a uniform resource locator, and

a call to an interactive voice response system.

4. The method of claim 1, wherein the operation associated with execution of the microflow further includes:

presenting, at a human machine interface, the task, and

wherein presenting includes at least one of

displaying an icon associated with the type of task,

displaying a shape associated with a priority of the task,

displaying a color coding associated with the priority of the task,

displaying a shading associated with the priority of the task,

displaying an alert,

presenting an audible message about the task,

presenting an audible alert, and

presenting a vibratory alert.

5. The method of claim 4, wherein the operation associated with execution of the microflow further includes:

receiving, at a human machine interface, a selection of the task; and

sending, from the processor, at least one of

a call request, and

a message

to the contact address associated with the task.

6. The method of claim 1, wherein the workflow request further includes at least one of

a requested priority,

a requested start time,

a requested completion time,

a requested length of time to complete the task, and

a location for performance of the task.

7. The method of claim 6, wherein the task is prioritized based at least in part on at least one of

the requested start time,

the requested completion time,

the requested length of time to complete the task, and

a priority based at least in part on at least one of

the requested priority,

a priority set by a user override, and

a priority set in accordance to at least one of

a business policy rule associated with the task, and

a regulatory compliance rule associated with the task.

8. The method of claim 1, further comprising:

presenting, at a human machine interface, the workflow request; and

receiving, at the human machine interface, an input for responding to the workflow request, and

wherein the response to the workflow request is based at least in part upon the input.

9. The method of claim 1, further comprising:

receiving a message that includes at least one of

a rescind notification of the workflow request,

a reprioritization of the task, and

a notification to remove the task from the workflow queue.

10. A computer-readable storage medium having computer-executable instructions stored thereon to instruct a processor to perform a method comprising:

sending, to a first recipient, a workflow request that is associated with a microflow that includes

a task, and

a contact address for addressing a message related to the task;

receiving a response to the workflow request;

receiving a status associated with performance of the task; and

logging, in a memory, at least one of

the workflow request,

a timestamp associated with sending the workflow request,

the response to the workflow request,

a timestamp associated with receiving the response,

the status associated with performance of the task, and

a timestamp associated with receiving the status.

11. The computer-readable storage medium of claim 10, further comprising computer-executable instructions stored thereon to instruct a processor to perform the operations comprising:

escalating the workflow request at the expiration of an escalation timer and prior to receiving a least one of

a response to the workflow request, and

a status associated with performance of the task; and

sending the workflow request to a second recipient.

12. The computer-readable storage medium of claim 11, wherein the second recipient is selected from the group consisting of

an originator of the workflow request,

an alternate recipient of the workflow request,

a peer group associated with the first recipient,

a peer group associated with the second recipient, and

an administrator.

13. The computer-readable storage medium of claim 10, wherein the workflow request further includes at least one parameter selected from the group consisting of

an address of a first recipient,

an identification of the type of task,

an address associated with the contact address,

a preferred medium associated with the contact address,

a requested priority,

a requested start time,

a requested completion time,

a requested length of time to complete the task, and

a location for performance of the task, and

and wherein the processor includes computer-executable instructions stored thereon to instruct the processor to change the parameter in accordance to at least one of

a business policy rule associated with the task, and

a regulatory compliance rule associated with the task.

14. A system for handling a microflow, comprising:

a computing device having a processor configured to

receive a workflow request that is associated with the microflow that includes

a task, and

a contact address associated with the task,

perform an operation associated with receiving the workflow request that includes at least one of

opening a communication session with the contact address, and

sending a response to the workflow request that is addressed to the contact address,

store the task in a workflow queue,

prioritize the task, and

perform an operation associated with execution of the microflow that includes at least one of

opening a communication session with the contact address,

sending a status associated with performance of the task, and

sending a completion status of the task;

a memory configured to store a workflow queue; and

a communications interface configured to handle at least one of

the communication session, and

a message.

15. The system of claim 14, wherein the computing device is a mobile computing device, and wherein the communications interface is a wireless communications interface.

16. The system of claim 14, wherein the response is selected from at least one of

an acceptance of the workflow request,

an inquiry regarding the workflow request,

a rejection of the workflow request, and

a request to defer an acceptance of the workflow request.

17. The system of claim 14, further comprising:

a human-machine interface including at least one of

a display configured to present at least one of

the workflow request,

the task,

the contact address,

a display of an icon associated with the type of task,

a display of a shape associated with a priority of the task,

a display of a color associated with the priority of the task,

a display of a shading associated with the priority of the task, and

a display of an alert,

an audible element configured to present at least one of

an audible message about the task, and

an audible alert,

a vibratory element configured to present a vibratory alert, and

an input means for accepting an input.

18. The system of claim 17, wherein the processor is further configured to

present, using the human-machine interface, the workflow request;

and

receive, from the human-machine interface, an input, and

wherein the response to the workflow request is based at least in part upon the input.

19. The system of claim 14, wherein the workflow request further includes at least one of

a requested priority,

a requested start time,

a requested completion time,

a requested length of time to complete the task, and

a location for performance of the task, and

wherein the processor is further configured to prioritize the task based at least in part on

the requested start time,

the requested completion time,

the requested length of time to complete the task, and

a priority based at least in part on at least one of

the requested priority,

a priority set by a user override, and

a priority set in accordance to at least one of

a business policy rule associated with the task, and

a regulatory compliance rule associated with the task.

20. The system of claim 14, wherein the message is selected from the group consisting of

the response,

the status,

the completion status, and

an inquiry associated with the task, and

wherein a medium for the message is selected from the group consisting of

a text message,

a multimedia message,

an email message,

a voice call,

a video call,

a conference call,

a web-based session using a uniform resource locator, and

a call to an interactive voice response system.