Object oriented customer information exchange system and method

• US 5,455,903 A
• Filed: 05/31/1991
• Issued: 10/03/1995
• Est. Priority Date: 05/31/1991
• Status: Expired due to Term

• Current Assignee: Edify Corp. (Concentrix CVG Customer Management Group, Inc.)
• Original Assignee: Edify Corp. (Concentrix CVG Customer Management Group, Inc.)
• Inventors: McRae, Xuan, Jolissaint, Charles H., Duffy, John E., Shem, Elliott B., Waln, Kenneth E.
• Primary Examiner(s): Powell, Mark R.
• Assistant Examiner(s): HUYNH, BA
• Application Number:
  US07/708,463
• Time in Patent Office: 1,586 Days
• Field of Search: 395/155-161, 395/600, 395/500, 395/575, 395/650
• US Class Current: 715/835
• CPC Class Codes: G06F 9/45512 Command shells
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: Y10S 715/965 for process control and configuration
• CPC Class Codes: Y10S 715/967 Visual or iconic programming

Abstract

A computer-based information exchange system permits customers to request and receive different types of information from various sources. The operation of the system is controlled by an application created using object oriented techniques. These techniques permit simple and straightforward creation and modification of complex automation tasks involving numerous action-object pairs.

Claims

1. An information exchange system comprising:

an application generator implemented on a computer to create an application for execution on said computer, to implement a select interaction of a plurality of devices, said application generator providing an object oriented user interface in which each of said plurality of devices is graphically represented on a display as an instance of an object, and positioning said instances adjacently to each other on said display implements said predetermined interaction; and

an object oriented work flow executive implemented on said computer for installing and executing said application on said computer to direct the operation of said plurality of devices responsive to said application, wherein said information exchange system further comprises a grid of cells, each cell adapted to carry a single step object and to enable linkage between said single step object and at least a single adjacent step object, said application comprises a first plurality of step objects sequentially ordered in time in successive cells and a second plurality of step objects each providing an alternative next step for a selected one of said first plurality of step objects; and

wherein said user interface positions said first plurality of step objects along a first axis of successive cells and at least one of said second plurality of step objects in placed in a cell offset from said first axis.

2. An information exchange system as in claim 1, wherein said first plurality of step objects is horizontally oriented in successive cells on said display and said second plurality of step objects is vertically oriented in selected cells at least one of which is offset from the first axis of successive cells on said display.

3. An information exchange system as in claim 1, further characterized in that each of said plurality of objects is associated with a subset of a plurality of actions, and in that said user interface first displays said plurality of actions for selection, and second, responsive to selection of one of said plurality of actions, presents a subset of said plurality of objects responsive to the association of each of said plurality of objects with said selected action.

4. An information exchange system as in claim 1, wherein said application generator is adapted to define a grid of cells on said display;

to allow association of each of said instances with a corresponding one of said cells;

to allow selection of one of said plurality of instances sequentially superior and adjacent to a subset of said plurality of instances for which, repositioning is desired;

to reposition said subset responsive to a grouping of said one instance with said subset of instances and repositioning said one instance; and

to generate an error signal responsive to overlap of said grouping with said plurality of instances.

5. An information exchange system as in claim 1, wherein a feedback relationship between two step objects is represented by a GOTO step object.

6. An information exchange system as in claim 1, wherein a feedback relationship between two step objects is represented by a RETURN step object.

7. An information exchange system as in claim 1, wherein said work flow executive generates an error message responsive to positioning of said instances to cause interaction of said objects in one of a plurality of predetermined improper manners.

8. An information exchange system as in claim 7, wherein said plurality of predetermined improper manners includes a manner in which information is transmitted from a first object to a second object, said information being incompatible for use with said second object.

9. A method of organizing and manipulating a plurality of temporally and conditionally related, selectable objects, with an application generator and an object oriented work flow executive, the application generator implemented on a computer to create a selected application and provide an object oriented user interface including a grid of cells in which a plurality of selected devices are graphically represented on a display as object instances, each cell adapted to carry a single step object and to enable linkage between said single step object and at least a single adjacent step object, comprising the steps of:

placing a first subset of said plurality of selectable objects in temporal order along successive cells a long a first axis;

placing a second subset of said plurality of said selectable objects in selected cells along a second axis; and

installing and executing the application on the computer to direct the operation of said plurality of devices responsive to said application.

10. A method as in claim 9, wherein said first axis comprises cells which are orthogonal to said second axis and said second axis comprises cells carrying alternative step objects for user-selected choices.

11. A method as in in claim 9, further comprising the step of manipulating one of said plurality of objects by changing the conditional relation of said one object responsive to repositioning said object along said second axis.