Method and system for distributed information management and document retrieval

• US 5,446,883 A
• Filed: 10/23/1992
• Issued: 08/29/1995
• Est. Priority Date: 10/23/1992
• Status: Expired due to Term

• Current Assignee: CA, Inc. (d/b/a CA Technologies) (Broadcom, Inc.)
• Original Assignee: Answer Systems, Inc. (Broadcom, Inc.)
• Inventors: Kirkbride, Louise, Eisemann, Todd
• Primary Examiner(s): Black, Thomas G.
• Assistant Examiner(s): HOMERE, JEAN RAYMOND
• Application Number:
  US07/965,165
• Time in Patent Office: 1,040 Days
• Field of Search: 395/600, 395/200, 364/DIG. 1
• US Class Current: 1/1
• CPC Class Codes: G06F 16/93 Document management systems

Abstract

A distributed computer system and method for integrating call management to the retrieval of documents in response to user inquiries includes distributed computers, a processor connected to an incident table register, a user table register and an acyclic graph data base. The incident table register records and stores information related to the user inquiry, the user table stores information related to the user'"'"'s identity and the acyclic graph data base stores a plurality of documents useful in addressing user inquiries. Within a top level of the acyclic graph data base are indices for importing and exporting documents to remote inquiry systems for the purpose of escalating inquiry problems to other systems having more specialized knowledge.

Claims

1. A method for retrieving a solution document in response to an inquiry from among a system of distributed data bases, the system having at least a first and a second computer, each computer having a data base of solution documents, the method comprising the steps of:

receiving at least one inquiry into the first computer, the inquiry having a subject;

searching the data base of the first computer for a solution document related to the subject of the inquiry;

responsive to finding at least one solution document in the data base of the first computer related to the subject of the inquiry, retrieving the solution document from the first computer;

responsive to finding no solution document in the data base of the first computer related to the subject of the inquiry, performing the steps of;

generating in the first computer, a document from at least one inquiry in the first computer for which no solution document was found, the document containing for each such inquiry the subject of the inquiry, and an identity of the computer in which the inquiry originated;

transmitting the document to the second computer;

extracting in the second computer any inquiries from the document;

for each extracted inquiry, searching the data base of the second computer for a solution document related to the subject of the inquiry;

responsive to finding at least one solution document in the data base of the second computer, retrieving the solution document from the second computer and exporting the solution document to the computer in which the inquiry originated; and

,

responsive to finding no solution document in the data base of the second computer, notifying the computer in which the inquiry originated that no solution document has been found.

2. The method of claim 1 wherein the data base of the first computer comprises top, second and lower levels of nodes, each node containing at least one subject index and at least one document index, each subject index connected by a path to at least one lower level node, each document index containing a list of documents, and wherein the step of searching the data base of the first computer for a solution document further comprises the steps of:

identifying in the top node of the data base at least one document or subject index related to the subject of the inquiry;

following the path of a subject index related to the subject of the inquiry to a second level node;

identifying in the second level node at least one document or subject index related to the subject of the inquiry; and

following the paths of subject indices to other nodes until a document related to the subject of the inquiry is identified.

3. The method of claim 1, wherein the first computer has an export index as a data base node and the second computer has an import index as a data base node, wherein the step of transmitting the document to the second computer further comprises the steps of:

linking the document to the export node of the first computer; and

transmitting the document to the second computer;

and wherein the step of extracting any inquiries from the document further comprises the steps of;

storing the document in the import node of the second computer; and

generating a problem report for each inquiry in the document in the import node of the second computer, each problem reporting containing an extracted inquiry.

4. The method of claim 1, wherein the step of exporting the solution document from the second to the first computer further comprises the step of:

generating a new solution document in the second computer related to the subject of the inquiry.

5. The method of claim 1, further comprising the steps of:

responsive to finding no solution document in the data base of the second computer related to the subject of the inquiry, performing the steps of;

generating a document from at least one inquiry in the second computer for which no solution document was found, the document containing for each such inquiry the subject of the inquiry, and further containing an identity of the computer in which the inquiry originated;

transmitting the document to at least one additional computer containing a data base of solution documents;

extracting in the additional computer any inquiries from the document;

for each extracted inquiry, searching the data base of the additional computer for a solution document related to the subject of the inquiry;

responsive to finding at least one solution document in the data base of the additional computer, retrieving the solution document from the additional computer and exporting the solution document to the computer in which the inquiry originated; and

,

responsive to finding no solution document in the data base of the additional computer, notifying the computer in which the inquiry originated that no solution document has been found.

6. The method of claim 1, wherein in each computer the data base of solution documents is organized in an acyclic graph.

7. The method of claim 1, wherein the computers are coupled by an electronic communications network, and where the steps of transmitting the document, and exporting the solution document further comprise the step of:

transmitting the document between the computers using the electronic communications network.

8. The method of claim 1, wherein the document generated in the first computer further contains for each inquiry at least one search step performed in searching the data base of the first computer for a solution document.

9. The method of claim 1, further comprising, responsive to finding no solution document in the data base of the first computer related to the subject of the inquiry, the step of:

generating a problem report describing the inquiry and at least one search step performed in searching the data base of the first computer for a solution document, wherein the document generated in the first computer is generated from the problem report.

10. A computer system for retrieving solution documents responsive to inquires from among a system of distributed computers, the system comprising:

a communications network coupled between the distributed computers;

a plurality of computers, each computer comprising;

a processor for receiving an inquiry;

an incident table coupled to the processor, the incident table storing the inquiry;

a document data base coupled to the processor and storing a plurality of solution documents, each solution document providing a solution to at least one inquiry in incident table;

an export index for storing at least one inquiry for communication to a second computer;

an import index for storing at least one inquiry received from another computer;

a search device coupled to the processor, and directed by the user for searching the document data base to retrieve a solution document providing a solution to an inquiry;

an escalation device, coupled to the search device, and placing an inquiry, for which no solution document is retrieved from the document data base by the search device, in the export index;

a communications device coupling the computer to the communications network, and coupled to the import and export indices, the communications device for transmitting at least one inquiry in the export index to another computer, and for receiving at least one inquiry from another computer and storing a received inquiry in the import index, wherein the search device searches the document data base for solutions to inquiries in the import index.

11. The system of claim 10, each computer further comprising:

a problem report table for storing a problem report including an inquiry received in the import index from a first computer, at least one search step used during a search of the document data base the first computer, and an identity of the first computer.

12. The system of claim 10, each computer further comprising:

a solution response device coupled to the communications device and the search device, to provide to the communications device a solution document retrieved by the search device in response to an inquiry in the import index, the inquiry received from a first computer, the communications device transmitting the solution document to the first computer.

13. The system of claim 10, wherein the database of each computer comprises a plurality of nodes, including a top node, at least one second level node, and a plurality of leaf nodes, each node including at least one solution document, the top and second level nodes each further including at least one subject index.