Apparatus and method for extensible real-time workflows

• US 7,739,325 B1
• Filed: 04/24/2000
• Issued: 06/15/2010
• Est. Priority Date: 04/24/2000
• Status: Expired due to Fees

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Aspect Software Incorporated
• Inventors: Poon, Stanley Ka-Hung, Ho, Roy Sing, Okita, Glen Kazumi, Agarwal, Suresh Kumar, Lin, Fung-Wah, Chan, Alex Yiu-Man, Thomas, Binu
• Primary Examiner(s): Vaughn, Jr.; William C
• Assistant Examiner(s): Ibrahim; Mohamed
• Application Number:
  US09/557,334
• Time in Patent Office: 3,704 Days
• Field of Search: 707/103.R, 707/9, 707/8, 707/100, 705/9, 714/38, 719/316, 719/318, 709/202, 709/200, 717/102, 345/629, 345/630
• US Class Current: 709/200
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A method and apparatus for extensible real-time workflows are described. The present invention allows a user of a transaction processing system, such as a customer relationship management (CRM) tool or an automatic call distribution (ACD), for example, to easily add new event sources without recompiling the core workflow server engine of the transaction processing system. The invention also supports features such as the adding of new services, the exchange of events and parameters with other systems, real-time collection and display of workflow statistical information, the use of a centralized configuration database, incremental loading and unloading of workflows and rules, and exception handling.

Claims

1. A method of adding a new event source of a real-time event to a transaction processing system preconfigured to handle a plurality of predetermined real-time events using having a preconfigured workflow server engine without changing the core workflow execution method of the workflow server engine comprising:

defining a new event structure for the new event source of the real-time event in a preconfigured workflow database of the preconfigured workflow server engine, including a plurality of associated event parameters, without modifying the workflow server engine;

creating at least one executable function which creates a new data structure that receives real-time events coming from the new event source and that triggers business rule responses to the events and matches events with associated workflows; and

creating a workflow, associated with the new event source, without modifying the workflow server engine to be executed on the workflow server engine as a portion of a business rule response to the events and creating a conditional event rule associated with the workflow, said workflow triggered by the executable function in response to receipt of an event from the event source and

configured to return a result to the event source via a callback to enable correction of data structures in response to a workflow failure.

2. The method of claim 1, wherein the event definition includes an event id.

3. The method of claim 2, wherein the created workflow is associated with the event id so that the created workflow is executed in response to any event having the event id.

4. The method of claim 1, wherein the event definition includes a list of parameters associated with the event.

5. The method of claim 1, wherein the at least one executable function is comprised of a dynamic link library, which builds an event message and sends events to the workflow server engine.

6. The method of claim 1, wherein the at least one executable function is designed to send an event to the workflow server engine.

7. The method of claim 1, wherein the event source is added without changing the workflow server engine.

8. The method of claim 1, further comprising creating at least one rule for associating an event from the added event source with the workflow.

9. The method of claim 1 further comprising preventing changes to the workflow database when the changes are to a workflow that is in use by the workflow server engine.

10. The method of claim 8, wherein the event definition includes at least one parameter, and wherein the created at least one rule includes the use of the at least one parameter.

11. The method of claim 1, wherein a plurality of events are defined in the workflow database, the method further comprising categorizing the events into a plurality of event types.

12. The method of claim 11, wherein each of the workflow server engine maintains a sorted list of currently loaded event-to-workflow rule sets and searches the sorted list in order upon receiving a workflow event.

13. A method of adding a new event subsystem to a preconfigured workflow server engine having a plurality of event subsystems for providing events to the workflow server engine, the method comprising:

defining a new event structure for a defined new real-time event which will be generated by the new event subsystem, including associated event parameters, without modifying the -preconfigured workflow server engine;

creating a dynamic link library associated with the new event structure for creating a data structure that receives the defined real-time event and sends the event to the workflow server engine and that triggers a business rule response to the defined event; and

associating the defined event with a new workflow created without modifying the workflow server engine providing the business rule response so that the associated new workflow is executed on the workflow server engine, said workflow triggered by the dynamic link library in response to receipt of an real-time event from the new subsystem and configured to return a result to the new subsystem via a callback to enable correction of data structures in the event of workflow failure.

14. The method of claim 13, wherein the dynamic link library creates a data structure for the defined event.

15. The method of claim 13, wherein defining the event further comprises assigning an event id to the event.

16. The method of claim 13, wherein defining the event further comprises associating a plurality of parameters to the event.

17. The method of claim 16, wherein the plurality of subsystems also have a plurality of associated events.

18. The method of claim 17, further comprising exchanging events between different subsystems during the execution of the workflow.

19. An apparatus for executing a transaction task within a transaction processing system comprising:

a plurality of event providers for providing a source of real-time events to the transaction processing system;

a database with a workflow server application program interface that stores information relating to the real-time events provided by the event providers and that triggers a business rule response to the events;

a workflow server engine for executing workflows providing the business rule responses, said workflows triggered in response to receipt of real-time events from the plurality of event providers and configured to return a result to the event source via a callback to enable correction of data structure in the event of workflow failure;

and a workflow editor for creating new workflows without modifying the workflow server engine to be executed on the workflow server engine in response to a new event from a new event provider.

20. The method of claim 19, further comprising:

a new event provider;

a dynamic link library associated with the new event provider for allowing the new event provider to provide events to the workflow server engine.

21. The method of claim 20, wherein the dynamic link library allows the new event provider to provide events to the workflow server engine without changing the workflow server engine.

22. The method of claim 19, wherein the transaction processing system collects step execution information.

23. The method of claim 19, wherein the collected information includes information relating to the number of times a branch was executed by the workflow server engine.

24. The method of claim 19, wherein the collected information includes information relating to the step execution time for at least one step executed by the workflow server engine.