Multimedia B2B opportunity and error detection and resolution engine

• US 8,548,861 B2
• Filed: 12/27/2007
• Issued: 10/01/2013
• Est. Priority Date: 11/30/2000
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Buonanno, Mark, Shenefiel, Chris, Swailes, Michael, Quatrano, Stephen, Carrier, Brian
• Primary Examiner(s): Misiaszek, Michael
• Application Number:
  US11/965,678
• Publication Number:
  US 20080104596A1
• Time in Patent Office: 2,105 Days
• Field of Search: 705 261- 272
• US Class Current: 705/26.1
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A method and system for automatically handling exceptions in a business-to-business transaction. E-commerce internet gateways through which the business-to-business transaction passes are monitored for exceptions. When an exception is detected, an intelligent contact manager automatically determines and then locates the representative(s) authorized to resolve this exception. A unified communication system is then utilized to automatically contact and notify the authorized representative(s) of the exception. A web collaboration system is then utilized to automatically establish a collaboration session between representatives of the business-to-business transaction so that the exception can be readily resolved.

Claims

1. An apparatus comprising:

one or more processors; and

a memory coupled to the one or more processors comprising instructions executable by the one or more processors, the one or more processors operable when executing the instructions to;

forward packetized workflow procurement process communications exchanged between a customer endpoint and a supplier endpoint over first and second networks, the packetized workflow procurement process communications representing one or more purchasing transactions exchanged between transactional parties;

generate a messaging protocol receipt that confirms that the packetized workflow procurement process communications were successfully delivered;

monitor the packetized workflow procurement process communications to determine whether final receipts are sent between the transactional parties to indicate consummation of the purchasing transactions;

identify one or more exceptions associated with disrupting consummation of the purchasing transactions, when the purchasing transactions are not consummated;

generate a notification indicating a failure condition for the purchasing transactions when the identified exceptions correspond to a flagged type;

access a database that lists both potential distributees for the generated notification including agents corresponding to the transactional parties and business information corresponding to the agents;

generate, using the database and according to the business information, a ranked listing of the agents for intelligently distributing the generated notification; and

distribute the generated notification to one or more of the agents intelligently according to the ranked listing to resolve the identified exceptions.

2. The apparatus of claim 1 wherein the one or more processors are further operable to:

determine whether the identified exceptions correspond to a first flagged type that occurs when a sending application does not receive a confirmation within a predetermined time period, a second flagged type that occurs when either the first or the second network are unable to transfer one or more of the packetized workflow procurement process communications, or a third flagged type that occurs when the packetized workflow procurement process communications include characteristics out of predetermined boundaries;

generate the notification when the identified exceptions correspond to one or more of the flagged types; and

format the generated notification to indicated the determined flagged.

3. The apparatus of claim 2 wherein the one or more processors are further operable to compare the determined flag type to the business information for ranking the agents for intelligent distribution of the generated notification.

4. The apparatus of claim 1, wherein the one or more processors are further operable to:

receive fulfillment offers from a plurality of suppliers;

rank the suppliers according to proposed prices and delivery times included in the fulfillment offers to select a supplying one of the transactional parties;

send the selected supplying one of the transactional parties a purchasing request; and

identify the exception of the flagged type when the selected supplying one of the transactional parties does not respond to the purchasing request in a predetermined amount of time.

5. The apparatus of claim 1 wherein the one or more processors are further operable to:

determine whether the identified exceptions require involvement from more than one of the agents;

establish a collaboration session between the required agents independently of any requests from the required agents when the identified exceptions require involvement form more than one of the agents; and

send the generated notification to the required agents automatically and independently of any prompting from the required agents.

6. The apparatus of claim 1 wherein the one or more processors are further operable to:

send one or more messages to a highest ranked one of the agents included in the ranked listing;

observe any responses from the highest ranked agent to determine whether the highest ranked agent can be located; and

send messages to a second highest ranked one of the agents included in the ranked listing when the responses are not observed.

7. The apparatus of claim 1 wherein the one or more processors are further operable to:

analyze the business information included in the database to identify a location for contacting a highest ranked one of the agents included in the ranked listing; and

send one or more messages to the highest ranked agent, the messages addressed to the identified location.

8. An apparatus comprising:

one or more processors; and

a memory coupled to the one or more processors comprising instructions executable by the one or more processors, the one or more processors operable when executing the instructions to;

forward packetized workflow procurement process communications exchanged between a customer endpoint and a supplier endpoint over first and second networks, the packetized workflow procurement process communications representing one or more purchasing transactions exchanged between transactional parties;

monitor the packetized workflow procurement process communications to determine whether final receipts are sent between the transactional parties to indicate consummation of the purchasing transactions;

identify one or more exceptions associated with disrupting consummation of the purchasing transactions, when the purchasing transactions are not consummated;

generate a notification indicating a failure condition for the identified purchasing transactions when the identified exceptions correspond to a flagged type;

access a database that lists both potential distributees for the generated notification including agents corresponding to the transactional parties and business information corresponding to the agents;

generate, using the database and according to the business information, a ranked listing of the agents for intelligently distributing the generated notification; and

distribute the generated notification to one or more of the agents intelligently according to the ranked listing to resolve the identified exceptions.

9. The apparatus of claim 8 wherein the one or more processors are further operable to:

determine whether the identified exceptions correspond to a first flagged type that occurs when a sending application does not receive a confirmation within a predetermined time period, a second flagged type that occurs when either the first or the second network are unable to transfer one or more of the packetized workflow procurement process communications, or a third flagged type that occurs when the packetized workflow procurement process communications include characteristics out of predetermined boundaries;

generate the notification when the identified exceptions correspond to one or more of the flagged types; and

format the generated notification to indicated the determined flagged.

10. The apparatus of claim 9 wherein the one or more processors are further operable to compare the determined flag type to the business information for ranking the agents for intelligent distribution of the generated notification.

11. The apparatus of claim 8, wherein the one or more processors are further operable to:

receive fulfillment offers from a plurality of suppliers;

rank the plurality of suppliers according to proposed prices and delivery times included in the fulfillment offers to select a supplying one of the transactional parties;

send the selected supplying one of the transactional parties a purchasing request; and

identify the exception of the flagged type when the selected supplying one of the transactional parties does not respond to the purchasing request in a predetermined amount of time.

12. The apparatus of claim 8 wherein the one or more processors are further operable to:

determine whether the identified exceptions require involvement from more than one of the agents;

establish a collaboration session between the required agents independently of any requests from the required agents when the identified exceptions require involvement form more than one of the agents; and

send the generated notification to the required agents automatically and independently of any prompting from the required agents.

13. The apparatus of claim 8 wherein the one or more processors are further operable to:

send one or more messages to a highest ranked one of the agents included in the ranked listing;

observe any responses from the highest ranked agent to determine whether the highest ranked agent can be located; and

send messages to a second highest ranked one of the agents included in the ranked listing when the responses are not observed.

14. The apparatus of claim 8 wherein the one or more processors are further operable to:

analyze the business information included in the database to identify a location for contacting a highest ranked one of the agents included in the ranked listing; and

send one or more messages to the highest ranked agent, the messages addressed to the identified location.