Aspect Communications Corporation

Aspect Software, Incorporated

Suresh K Agarwal

Glen Kazumi Okita

David T McCalmont

Yiu Man Chan

Fung-Wah Lin

Robert A Blatt

Alex Yiu-Man Chan

Stanley Ka-Hung Poon

Binu Thomas

Roy Ho

Rosemary Glavin

Roy S Ho

Sophia Fang-Jung Liu

Margaret K Bodie

A method and apparatus for extensible real-time workflows are described. The present invention allows a user of a transaction processing system, such as a customer relationship management (CRM) tool or an automatic call distribution (ACD), for example, to easily add new event sources without recompiling the core workflow server engine of the transaction processing system. The invention also supports features such as the adding of new services, the exchange of events and parameters with other systems, real-time collection and display of workflow statistical information, the use of a centralized configuration database, incremental loading and unloading of workflows and rules, and exception handling.

Apparatus and method for extensible real-time workflows

A system, method, and article of manufacture is provided for compiling visual primitives of a transaction flow used by a transaction processing system. Visual primitives of the transaction flow are compiled into multiple routing instructions, which may be stored in a routing table. The routing instructions are then provided to the transaction processing system. The routing instructions are stored in a database contained in the transaction processing system. The routing table is converted into a native language of the transaction processing system. The system is also capable of accessing a series of routing instructions from a transaction processing system, compiling the routing instructions into visual primitives of the transaction flow, and displaying the visual primitives of the transaction flow on a visual display.

Method and apparatus for compiling transaction processing workflows

A system, method, and article of manufacture for editing visual primitives of a transaction flow used by a transaction processing system. A visual representation of a transaction flow containing visual primitives is accessed from a storage device by a digital computer. The visual primitives are then displayed on the visual display. The system then edits the visual primitives in a manner that provides for unrestricted placement of the visual primitives. A visual indicator is displayed if the transaction flow is incomplete. Alphanumeric text can be added to a visual primitive or placed elsewhere within the transaction flow. A connection is automatically established between a pair of visual primitives if the visual primitives overlap one another. Transaction flow templates can be selected and modified by the visual editing system.

Transaction flow editing tool

A system, method, and article of manufacture for displaying visual primitives of a transaction flow through a transaction processing system. A visual representation of a transaction flow containing visual primitives is accessed from a storage device by a digital computer. The digital computer is then used to display the visual primitives of the transaction flow an a visual display in a flexible manner. The visual primitives can be dynamically sized and may display properties of each visual primitive. Configuration information associated with the transaction flow is also shown on the visual display.

Visual design of workflows for transaction processing

Growing community of inventors

Sunnyvale, CA, United States of America

Suresh K Agarwal