Processing of enterprise messages integrating voice messaging and data systems

• US 7,460,654 B1
• Filed: 12/28/2001
• Issued: 12/02/2008
• Est. Priority Date: 12/28/2001
• Status: Expired due to Fees

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: Vocada, Inc. (Microsoft Corporation)
• Inventors: White, Peter M., Jenkins, Paul D.
• Primary Examiner(s): Tsang; Fan
• Assistant Examiner(s): SING, SIMON P
• Application Number:
  US10/035,363
• Time in Patent Office: 2,531 Days
• Field of Search: 379/88.22, 379/88.25, 379/88.18
• US Class Current: 379/88.25
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2207/203 composed of PSTN and data network, e.g. the Internet
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer

Abstract

An enterprise system includes multiple disparate information systems, such as voice and data systems. An integration server provides for the interaction of information between these systems through the use of enterprise messages and processing rules. Enterprise messages allow for the association of information from disparate information systems, while the processing rules allow for automated interaction between users and information in the disparate information systems.

Claims

1. A method for processing an enterprise message comprising:

maintaining a plurality of rules, each rule specifying a triggering event, conditional criteria, zero or more exceptions, and an action;

detecting an occurring event for an enterprise message, the enterprise message comprising a voice message and categorization data, the categorization data elicited from a user during an interactive session in which the voice message is received from the user, the categorization data classifying the voice message according to its content and specifying at least one association between the voice message and information maintained in a data system, the categorization data comprising at least one field corresponding to customer relationship management information maintained in the data system;

determining whether the occurring event matches the triggering event specified for a selected one of the rules;

if the occurring event matches the triggering event for the selected rule, determining whether the categorization data for the enterprise message satisfy the conditional criteria specified by the selected rule; and

if the categorization data satisfy the conditional criteria and no exception applies, performing the action specified for the selected rule, the action specifying modifications to information in the data system identified by the categorization data including at least enterprise resource planning information maintained in the data system.

2. The method of claim 1, wherein:

the field in the categorization data specifies a customer account identified in the customer relationship management information; and

the categorization data further comprises a sales opportunity update for the customer account.

3. The method of claim 2, wherein:

the categorization data satisfy the conditional criteria if the sales opportunity exceeds a threshold; and

the modifications to the enterprise resource planning information result in orders for a product associated with the sales opportunity update.

4. The method of claim 3, wherein the orders are at least one of purchase orders for materials for producing the product and manufacturing requests for the product.

5. The method of claim 1, wherein the action further specifies routing of the voice message to a voice mailbox.

6. The method of claim 1, wherein the occurring event is a selected one of creation of the enterprise message and alteration of the enterprise message.

7. A method for processing an enterprise message comprising:

maintaining a plurality of rules, each rule specifying a triggering event, conditional criteria, zero or more exceptions, and an action;

detecting an occurring event for an enterprise message, the enterprise message comprising a voice message and categorization data, the categorization data elicited from a user during an interactive session in which the voice message is received from the user, the categorization data classifying the voice message according to its content and specifying at least one association between the voice message and information maintained in a data system;

determining whether the occurring event matches the triggering event specified for a selected one of the rules;

if the occurring event matches the triggering event for the selected rule, determining whether the categorization data for the enterprise message satisfy the conditional criteria specified by the selected rule; and

if the categorization data satisfy the conditional criteria and no exception applies, performing the action specified for the selected rule, the action specifying modifications to information in the data system identified by the categorization data;

the action further specifies an administrator for approving the modifications; and

performing the action specified for the selected rule comprises establishing a communication channel with the administrator, communicating a prompt on the communication channel, the prompt requesting approval of the modifications, receiving a response on the communication channel, and executing the modifications if the response indicates approval.

8. An integration server for integrating voice messaging and data systems, the server comprising:

a telephony services module operable to establish a voice channel with a user and to receive a voice message from the user;

a data services module operable to couple to a data system; and

an integration module operable to elicit categorization data from the user during an interactive session in which the voice message is received from the user, the categorization data classifying the voice message according to its content and specifying at least one association between the voice message and information maintained in the data system, the categorization data comprising at least one field corresponding to customer relationship management information maintained in the data system the integration module further operable to;

store the voice message and the categorization data as an enterprise message;

maintain a plurality of rules, each rule specifying a triggering event, conditional criteria, zero or more exceptions, and an action;

detect an occurring event for the enterprise message;

determine whether the occurring event matches the triggering event specified for a selected one of the rules;

if the occurring event matches the triggering event for the selected rule, determining whether the categorization data for the enterprise message satisfy the conditional criteria specified by the selected rule; and

if the categorization data satisfy the conditional criteria and no exception applies, performing the action specified for the selected rule, the action specifying modifications to information in the data system identified by the categorization data including at least enterprise resource planning information maintained in the data system.

9. The server of claim 8, wherein:

the field in the categorization data specifies a customer account identified in the customer relationship management information; and

the categorization data further comprises a sales opportunity update for the customer account.

10. The server of claim 9, wherein:

the categorization data satisfy the conditional criteria if the sales opportunity exceeds a threshold; and

the modifications to the enterprise resource planning information result in orders for a product associated with the sales opportunity update.

11. The server of claim 10, wherein the orders are at least one of purchase orders for materials for producing the product and manufacturing requests for the product.

12. The server of claim 8, wherein the action further specifies routing of the voice message to a voice mailbox.

13. The server of claim 8, wherein the occurring event is a selected one of creation of the enterprise message and alteration of the enterprise message.

14. An integration server for integrating voice messaging and data systems the server comprising:

a telephony services module operable to establish a voice channel with a user and to receive a voice message from the user;

a data services module operable to couple to a data system; and

an integration module operable to elicit categorization data from the user during an interactive session in which the voice message is received from the user, the categorization data classifying the voice message according to its content and specifying at least one association between the voice message and information maintained in the data system, the integration module further operable to;

store the voice message and the categorization data as an enterprise message;

maintain a plurality of rules, each rule specifying a triggering event, conditional criteria, zero or more exceptions, and an action;

detect an occurring event for the enterprise message;

determine whether the occurring event matches the triggering event specified for a selected one of the rules;

if the occurring event matches the triggering event for the selected rule, determining whether the categorization data for the enterprise message satisfy the conditional criteria specified by the selected rule; and

if the categorization data satisfy the conditional criteria and no exception applies, performing the action specified for the selected rule, the action specifying modifications to information in the data system identified by the categorization data;

the action further specifies an administrator for approving the modifications; and

the integration module is further operable to perform the action specified for the selected rule by establishing a communication channel with the administrator, to communicate a prompt on the communication channel, the prompt requesting approval of the modifications, to receive a response on the communication channel, and to execute the modifications if the response indicates approval.

15. A computer program stored in a computer-readable medium and executable by a computer for processing an enterprise message by performing the following steps:

maintaining a plurality of rules, each rule specifying a triggering event, conditional criteria, zero or more exceptions, and an action;

detecting an occurring event for an enterprise message, the enterprise message comprising a voice message and categorization data, the categorization data elicited from a user during an interactive session in which the voice message is received from the user, the categorization data classifying the voice message according to its content and specifying at least one association between the voice message and information maintained in a data system, the categorization data comprising at least one field corresponding to customer relationship management information maintained in the data system;

determining whether the occurring event matches the triggering event specified for a selected one of the rules;

if the occurring event matches the triggering event for the selected rule, determining whether the categorization data for the enterprise message satisfy the conditional criteria specified by the selected rule; and

if the categorization data satisfy the conditional criteria and no exception applies, performing the action specified for the selected rule, the action specifying modifications to information in the data system identified by the categorization data including at least enterprise resource planning information maintained in the data system.

16. The computer program stored in a computer-readable medium of claim 15, wherein:

the field in the categorization data specifies a customer account identified in the customer relationship management information; and

the categorization data further comprises a sales opportunity update for the customer account.

17. The computer program stored in a computer-readable medium of claim 16, wherein:

the categorization data satisfy the conditional criteria if the sales opportunity exceeds a threshold; and

the modifications to the enterprise resource planning information result in orders for a product associated with the sales opportunity update.

18. The computer program stored in a computer-readable medium of claim 17, wherein the orders are at least one of purchase orders for materials for producing the product and manufacturing requests for the product.

19. The computer program stored in a computer-readable medium of claim 15, wherein the action further specifies routing of the voice message to a voice mailbox.

20. The computer program stored in a computer-readable medium of claim 15, wherein the occurring event is a selected one of creation of the enterprise message and alteration of the enterprise message.

21. A computer program stored in a computer-readable medium and executable by a computer for processing an enterprise message by performing the following steps:

maintaining a plurality of rules, each rule specifying a triggering event, conditional criteria, zero or more exceptions, and an action;

detecting an occurring event for an enterprise message, the enterprise message comprising a voice message and categorization data, the categorization data elicited from a user during an interactive session in which the voice message is received from the user, the categorization data classifying the voice message according to its content and specifying at least one association between the voice message and information maintained in a data system;

determining whether the occurring event matches the triggering event specified for a selected one of the rules;

if the occurring event matches the triggering event for the selected rule, determining whether the categorization data for the enterprise message satisfy the conditional criteria specified by the selected rule; and

if the categorization data satisfy the conditional criteria and no exception applies performing the action specified for the selected rule, the action specifying modifications to information in the data system identified by the categorization data;

the action further specifies an administrator for approving the modifications; and

the method further includes performing the action specified for the selected rule by establishing a communication channel with the administrator, communicating a prompt on the communication channel, the prompt requesting approval of the modifications, receiving a response on the communication channel, and executing the modifications if the response indicates approval.