Oracle International Corporation

Oracle International Corpration

Peter S Tung

Victor Chung-Wai Chan

Arin Bhowmick

Min Wu

Kent Olen Swartz

W Scott Seebauer

Anil Billapati

Bowen Wang

Ganesh H Shivaprakash

Devin Herron

Alice Wack

Lalit Jain

Lovelesh Gupta

Rabicmeeran Kathermytheen

Justin Hamson

A method, system, and computer-program product for communicating within a messaging architecture using a structured data object are disclosed. The method includes identifying a structured data object configured to represent structured data, receiving the structured data at a messaging system, generating a message that includes the structured data, and sending the message. The structured data object is configured to be accessed by an application and the messaging system, and includes a request element and a response element. The sending includes transferring the message via the messaging system.

Method and system for communicating within a messaging architecture using a structured data object

A method, system, and computer-program product for communicating within a messaging architecture using a structured data object are disclosed. The method includes receiving an execution-enabled object and receiving a selection of the execution-enabled element. Such an execution-enabled object is configured to be included in a message sent by a messaging system. The execution-enabled object includes a response element and an execution-enabled element. The response element and the execution-enabled element are associated with one another. The execution-enabled element is configured to post an event to the messaging system upon the execution-enabled element being activated. The selection of the execution-enabled element activates the execution-enabled element.

Messaging architecture configured to use an execution-enabled element to initiate an operation in an application

A method, system, and computer-program product for communicating within a messaging architecture using a structured data object are disclosed. The method includes assembling a dynamic form object and submitting dynamic form information, associated with the dynamic form object, into a messaging session. The assembling includes an assembly operation, which, in turn, includes identifying an input field of an interface of an application, transferring input field information to a messaging system, and generating an element of the dynamic form object. The input field information is associated with the input field, and the generating uses the input field information. Further, the submitting includes transferring a message via the messaging system, the message including the dynamic form information.

Method and system for communicating within a messaging architecture using dynamic form generation

Embodiments of the invention provide systems and methods for modeling of agent skills based on or more closely matching categorization structures of the CRM system. According to one embodiment, defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system can comprise defining a set of product information representing products or services for which support is available through the CRM system. A set of incident information representing incidents handled by the CRM for one or more of the products or services can also be defined and a structure of the incident information can be based on a structure of the product information. A set of skills information for each of the plurality of customer service agents can also be defined. A structure of the skills information can be based on the structure of the product information and the structure of the incident information.

Contact center skills modeling using customer relationship management (CRM) incident categorization structure

A method for tracking modifications to tables or relationships. In one embodiment, the method includes updating a first value stored in a first field of a record in a table in response to a database system receiving a first structured query language (SQL) statement from a customer relationship management (CRM) application. A first record is inserted into a history table in response to the first SQL statement, wherein the first record comprises a foreign key field that stores a copy of the primary key of the record, a field that stores a copy of the first value after it is updated, a field that stores a name of the first field, and a first date field. The first date field stores either the date when the first SQL statement was received by the database system, the date of the day that immediately follows the date when the first SQL statement was received by the database system, or a date that was entered into a field of a user interface.

Effective dating for entity attributes and relationships

Growing community of inventors

Redwood City, CA, United States of America

Peter S Tung