System and method including dynamic differential treatment in workflows and contact flow
US6327362A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Nov 23, 1998 |
| Grant date | Dec 4, 2001 |
| Priority date | — |
| Expiry date | Nov 23, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5235
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Computer and telecommunication systems employing workflow (contact flow) processes are enhanced by employing dynamic random differential treatment of so-called instances (contacts) entering the workflow (contact flow). This is realized, for example, by associating a prescribed distinguishing function with the workflow (contact flow), and to use a value given by this prescribed distinguishing function in one or more decisions relating to how the object instance (contact) should be processed. Each decision is essentially a choice between two or more paths in a workflow (contact flow), or a choice between two or more workflows (contact flows). For example, the prescribed distinguishing function could associate a distinguishing value having an integer value between 1 and 100 with object instances (contacts), and a selection function for making a decision to use one or more of a plurality of workflows (contact flows) is related to a prescribed parameter "x" that has a value from 0 to 100. For example, each object instance (contact) with a prescribed distinguishing value.ltoreq.x is routed to a first of the plurality of possible treatments and each object instance (contact) with distingu…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.