Method and apparatus for providing communication tasks in a workflow

• US 7,936,863 B2
• Filed: 09/30/2004
• Issued: 05/03/2011
• Est. Priority Date: 09/30/2004
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Klemm, Reinhard P., John, Ajita, Seligmann, Doree D.
• Primary Examiner(s): Patel; Hemant
• Application Number:
  US10/955,918
• Publication Number:
  US 20060067252A1
• Time in Patent Office: 2,406 Days
• Field of Search: 370/395.52, 370259-260, 370351-357, 709/228, 709/219, 709202-203, 709205-207, 37920101-20102, 379/202.01, 37926501-2661, 705 7- 9
• US Class Current: 379/201.01
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]

Abstract

Methods and apparatus are provided for developing and processing workflows that include communication tasks. A workflow is generated according to the present invention by inserting at least one communication node in the workflow. The communication node associated is with a communication task having at least one property that is resolved at run time. For example, the media type, recipient list, or timing of a communication may be resolved at run-time. A workflow generation tool is provided that generates a workflow based on (i) a user selection of at least one communication node to insert in a workflow, and (ii) a user specification of one or more properties of the communication task, wherein at least one property of the communication task is resolved at run time. At run-time, a workflow engine parses at least communication node in a workflow associated with a communication task and having at least one property that is resolved at run time.

Claims

1. A method comprising:

executing, by a device, a first node in a first workflow;

transmitting, by the device, a first message to a first recipient in response to executing the first node in the first workflow;

identifying, by the device, whether the first recipient satisfies a criterion of the first node;

executing, by the device, a second node in the first workflow, wherein;

i. the second node in the first workflow is executed when, and only when, the first recipient fails to satisfy the criterion of the first node, and

ii. the second node in the first workflow includes a parameter that is resolved at run-time;

transmitting, by the device, a second message to the first recipient and a second recipient in response to executing the second node in the first workflow;

identifying, by the device, whether a minimum number of responses are received from the first recipient and the second recipient before establishing a communications session; and

establishing, by the device, the communications session based at least in part on the parameter resolved at run-time, wherein the communications session is established between;

i. the first recipient, and

ii. the second recipient.

2. The method of claim 1, wherein the first recipient fails to satisfy the criterion of the first node when a response to the first message is not received by the device from the first recipient.

3. The method of claim 1, wherein the parameter resolved by the device at run-time identifies a temporal preference of the first recipient and the second recipient, and wherein the temporal preference specifies when to contact the first recipient and the second recipient on a given day.

4. The method of claim 1, wherein the parameter resolved by the device at run-time identifies a communications media preference of the first recipient and the second recipient for establishing the communications session.

5. The method of claim 1, wherein the parameter resolved by the device at run-time identifies whether the first recipient and the second recipient are present at:

i. a first terminal of the first recipient, and

ii. a second terminal of the second recipient.

6. The method of claim 1, wherein the parameter resolved by the device at run-time identifies the second recipient and a third recipient for establishing the communications session, and wherein:

i. the first recipient,

ii. the second recipient, and

iii. the third recipient are different recipients.

7. The method of claim 1, wherein the communications session is established by the device when the minimum number of responses are received from the first recipient and the second recipient in response to the second message.

8. The method of claim 1 further comprising:

executing, by the device, a node in a second workflow after establishing the communications session between the first recipient and the second recipient, wherein the node in the second workflow is executed based on a request received by the device from the second recipient.

9. The method of claim 8 further comprising:

transmitting, by the device, a third message to a group of recipients in response to executing the node in the second workflow;

receiving, by the device, a response from a third recipient in the group of recipients;

identifying, by the device, whether the response from the third recipient is received within a time interval T; and

automatically bridging, by the device, the third recipient into the communications session established between the first recipient and the second recipient when the device identifies that the response received from the third recipient is within the time interval T.

10. The method of claim 8 further comprising:

transmitting, by the device, a third message to a group of recipients in response to executing the node in the second workflow;

receiving, by the device, a response from a third recipient in the group of recipients;

identifying, by the device, whether the response from the third recipient is received within a time interval T; and

transmitting, by the device, a fourth message to the second recipient when the device identifies that the response received from the third recipient is not within the time interval T.

11. The method of claim 10, wherein:

i. the fourth message is audio signals,

ii. the fourth message is transmitted to the second recipient via an audio channel of the communications session, and

ii. the fourth message is audible only to the second recipient.

12. The method of claim 1 further comprising:

executing, by the device, a node in a second workflow after establishing the communications session between the first recipient and the second recipient, wherein the node in the second workflow is executed based in part on a request that is automatically transmitted from an application that monitors future tasks of the first recipient.

13. The method of claim 8 further comprising:

transmitting, by the device, a third message to the first recipient in response to executing the node in the second workflow, wherein;

i. the third message is audio signals,

ii. the third message is transmitted to the first recipient via an audio channel of the communications session, and

iii. the third message is audible only to the first recipient.

14. A device comprising:

a memory; and

a processor, coupled to the memory, operative to;

execute a first node in a first workflow;

transmit a first message to a first recipient in response to executing the first node in the first workflow;

identify whether the first recipient satisfies a criterion of the first node;

execute a second node in the first workflow, wherein;

i. the second node in the first workflow is executed when, and only when, the first recipient fails to satisfy the criterion of the first node, and

ii. the second node in the first workflow includes a parameter that is resolved at run-time;

transmit a second message to the first recipient and a second recipient in response to executing the second node in the first workflow;

identify whether a minimum number of responses are received from the first recipient and the second recipient before establishing a communications session; and

establish the communications session based at least in part on the parameter resolved at run-time, wherein the communications session is established between;

i. the first recipient, and

ii. the second recipient.

15. The device of claim 14, wherein the processor is operative to:

establish the communications session when the minimum number of responses are received from the first recipient and the second recipient in response to the second message.

16. The device of claim 14, wherein the processor is further operative to:

execute a node in a second workflow after establishing the communications session between the first recipient and the second recipient, wherein the node in the second workflow is executed based on a request received by the device from the second recipient.

17. The device of claim 16, wherein the processor is further operative to:

transmit a third message to a group of recipients in response to executing the node in the second workflow;

receive a response from a third recipient in the group of recipients;

identify whether the response from the third recipient is received within a time interval T; and

automatically bridge the third recipient into the communications session established between the first recipient and the second recipient when the device identifies that the response received from the third recipient is within the time interval T.

18. The device of claim 16, wherein the processor is further operative to:

transmit a third message to a group of recipients in response to executing the node in the second workflow;

receive a response from a third recipient in the group of recipients;

identify whether the response from the third recipient is received within a time interval T; and

transmit a fourth message to the second recipient when the device identifies that the response received from the third recipient is not within the time interval T.

19. The device of claim 18, wherein:

i. the fourth message is audio signals,

ii. the fourth message is transmitted to the second recipient via an audio channel of the communications session, and

iii. the fourth message is audible only to the second recipient.

20. The device of claim 14, wherein the processor is operative to:

execute a node in a second workflow after establishing the communications session between the first recipient and the second recipient, wherein the node in the second workflow is executed based in part on a request that is automatically transmitted from an application that monitors future tasks of the first recipient.