A system for tracking client contacts for a host organization utilizes a multimedia database and a user interface at a connected computer device. The database stores client communications as full content, and relates contacts by issue, and the user interface displays client contact communications as objects, such as icons, in issue related chronological strings. In a preferred embodiment the interface also provides an input facility for a host agent to select appropriate responses to client communications, to make commitments for response, to assign responsibility for commitments, and to notify personnel effected by entered commitments in various ways, such as reminders. Other notifications include fulfilled and unfulfilled commitments.
A system for regenerating electronic mail, e.g., when a certain event transpires. If, for instance, a server program has previously sent the user an electronic mail message, that electronic mail message may be regenerated and retransmitted to the user or provided to support personnel upon request.
In one embodiment, the invention comprises a system for regenerating electronic mail when a certain event transpires. If, for instance, a server program has previously sent the user an electronic mail message, that electronic mail message may be regenerated by an embodiment of the invention and retransmitted to the user or provided to support personnel upon request. Thus, the invention provides a mechanism for regenerating previously generated messages.
The aggregator service associates/correlates a primary event with related events and bundles them together, determines what other related information is needed and builds a work document from the bundled events and the other related information, runs rules to determine the cause of the problem, and controls the life of the work to be done. The aggregator service receives an event from an information bus where the event relates to a state change, identifies primary events and correlates primary events with relates lesser events it receives by applying rules that deal with the understanding or categorization of the problem and binds the events together to produce a work document according to a predetermined organization of work integration. The rules are held in an easily-modifiable form in a rules service and runtime loaded to the aggregator service, thus the rules can be updated or modified at any time by expert problem-solving personnel and not developers.
In accordance with an exemplary embodiment of the present invention, a DataBus data management architecture is presented for the NewWave service platform. It presents an architecture for creating a consistent, enterprise-wide data persistence layer which allows clients to access shared enterprise data. The DataBus achieves this enterprise-wide look by decoupling shared enterprise data from specific applications (breaking down the stovepipes) and opening up the data layer to across-the-enterprise access (given proper authorization). The DataBus architecture is designed from the ground up for global scalability and accommodation of evolving business data models in a highly-distributed physical deployment. Scaling is realized predominantly through the partitioning, while individual partitions are mapped to logical data domains that are defined along more relevant dimensions than entity-type dimensions (e.g., geography, line of business, etc.) and cut across traditional entity boundaries. Central to the DataBus data model is the notion that a data layer represents a shared asset of the corporation that is decoupled from the separate production applications requiring access to this data. The DataBus data architecture combines several main features or facets, such as partitioning, multi-hop finder strategies, externalized associations, object layer mediating access to underlying data storage, support for logical domains and transaction management.
A service container provides a runtime operating environment for services managed remotely, configured remotely, load their code remotely, and found and communicated with remotely. The container scheme is the concept of a generic service container into which arbitrary software services may be homed to a host server at runtime. Each virtual machine runs a small set of code which identifies it as a service container and registers it with registries for making the service container visible and allows for remote communication.
