Abstract: In one embodiment, a method for refining a business process model includes receiving business process data pertaining to a first phase of a business process definition from a first class of users, creating a model of a business process using the business process data received from the first class of users, receiving business process data pertaining to a second phase of the business process definition from a second class of users, and augmenting the model of the business process based on the business process data received from the second class of users. The method further includes iteratively refining the model of the business process in response to input provided by the first class of users and/or the second class of users.

Abstract: A user interface display comprises a plurality of selectable icons and a control symbol in a toolbar. The control symbol can be selected by a user to display additional selectable icons within the toolbar. Incoming events, such as customer support requests or other work items, can be received from a communication server and displayed via a selectable icon or work button in the toolbar. The user interface can notify the user of the incoming event, such as by causing the work button to blink. The user can send a command to the communication server via the user interface relating to the event, such as accepting an incoming work item or releasing a telephone call. The communication server can perform the appropriate event response.

Abstract: In one embodiment, the invention is a computing system comprising a World Wide Web application with a user interactive record field is described. The record field receives a record field entry. The application receives a context change request. Responsive to the context change request, the application dynamically transmits the record field entry to a server for storage in a database.

Abstract: According to one aspect of the present invention, a method is provided in which a first field and a second field of a data record are displayed to a user using a client program, the second field having one or more attributes that are dependent upon the value of the first field. In response to a detection that the value of the first field has changed, the value of the first field is sent to a server program. The server program is configured to process the change in value of the first field and determine corresponding changes with respect to the one or more attributes of the second field. The corresponding changes with respect to the one or more attributes of the second field are sent from the server program to the client program.

Abstract: A method, system, application programming interface, and computer program product that enable enterprise data management application programs to request input/output services from a device manager controlling devices. The device manager operates in a heterogeneous environment including incompatible devices provided by multiple vendors. These requests, and responses from the device manager to the enterprise data management application program, are communicated in a markup language format, rather than in a device-specific native language. This structure enables the vendor of the enterprise data management application program to send requests for services, including both data and instructions to use specialized features of a device, without the need to change the enterprise data management application program to support device-specific native languages.

Abstract: A method, system, computer system, computer program product and application programming interface to support the use of multiple external messaging systems from within an application program and to track activities performed using any of the multiple external messaging systems. The application program allows a preferred messaging system to prepare, send, and receive messages from within the application program to be specified for each user of the application program. Multiple external messaging systems are available to be configured as the preferred or default messaging system for a given user. Activities performed using any of the external messaging systems can be tracked in a comprehensive collection of data about activity performed via the application program.

Abstract: A method and apparatus for an integrated process modeler is described. The modeler comprises a non-technical interface to permit design of a business process by a non-technical use and a technical interface to implement substeps of the process to automate technical aspects of the process by a technical user, using the same process modeler. The resulting process designed to be used by non-technical employees, to automatically lead the non-technical employees through the business process.

Abstract: A method, apparatus, and machine-readable medium are disclosed for processing change information from a first system comprising a first database at a second system comprising a second database. An embodiment of the method includes receiving a first message comprising the change information at the second system, processing the first message into a processed message, determining whether a custom script is needed in the processing, and incorporating the change information in the second database. An embodiment of the machine-readable medium includes instructions which when executed by a processor cause the processor to perform the method. An embodiment of the apparatus includes an input module configured to receive the first message comprising the change information, a processing module configured to process the first message into the processed message, and a transaction module configured to incorporate the change information in the second database.

Abstract: A facility for guiding users through a series of steps or tasks, often associated with a process, is described. The facility assigns tasks or steps to users having roles identified with the task or step. The role associated with the task or step may change depending on the state of the task or step. When the role associated with a task or step changes, the facility may assign the task or step to another user. The facility guides a user through a task or step by providing instructions and other information, such as data tables and user input fields, that may be used to complete the task or step. The facility provides for the definition of processes by allowing users to specify tasks, steps and instructions relating to processes.

Abstract: According to one aspect of the present invention, a method is provided in which a search request containing search criteria is received from a first user. A search is performed based upon the search criteria and the first user's organizational identifier to identify data records that match the search criteria and to which the first user is allowed to access based upon the first user's organizational identifier. In another embodiment, a search is performed based upon the search criteria and a list of categories to which the first user is authorized to access to identify records that match the search criteria and to which the first user is allowed to access based upon the list of categories.

Abstract: In one embodiment, a method for refining a business process model includes receiving business process data pertaining to a first phase of a business process definition from a first class of users, creating a model of a business process using the business process data received from the first class of users, receiving business process data pertaining to a second phase of the business process definition from a second class of users, and augmenting the model of the business process based on the business process data received from the second class of users. The method further includes iteratively refining the model of the business process in response to input provided by the first class of users and/or the second class of users.

Abstract: A method, system, computer system and computer program product determine that a communication connection has switched between an active state and an inactive state and cause a user interface for communicating via the connection to be updated asynchronously to correspond to the current state. For example, the user interface can indicate that the connection is active or inactive and allow or disallow initiation of communication via the connection accordingly. For example, consider a call center agent using a computer system as the user interface to the telephone channel, but the user does not click a “hang up” button when the caller hangs up the telephone. The disconnection of the telephone is determined and the user interface is asynchronously updated, thereby allowing the agent to make another call. In one embodiment, a communication server determines the change in state and causes a web browser user interface to be updated asynchronously.

Abstract: A configurator using structure and rules to provide a user interface. According to one embodiment of the invention, a customizable product class is created. The customizable product class includes a set of one or more attributes to define the customizable product class. A component product class is added to the customizable product class, where the component product class is a subclass of the customizable product. A customizable class rule is associated to the customizable product class, the customizable class rule including expressions which provide conditions on component products added to the customizable product. A customizable UI is mapped to the customizable product class, where the customizable UI provides access structure to the configurator.

Abstract: Techniques to dynamically select data sources for users and to direct queries for the users to the proper data sources. Initially, user information (e.g., user name) for each user is received and used to determine a data source designated for the user. The designated data source may be determined via a look-up table or by running a query with the user information to obtain the identity (e.g., the logical name) of the data source. A data source variable for each user can then be set to the identity of the designated data source. Thereafter, queries for each user are directed to the user's designated data source by determining database connection information for the designated data source based on the data source variable and using this information to direct the queries.

Abstract: Techniques to schedule activities. In one method, a request to book an appointment for an activity in a particular schedule is initially received. In response, time slots available in the schedule for booking the activity are determined, and a set (all or a subset) of the time slots is provided as possible appointment choices. The time slots in the set are temporarily locked. A next set of time slots or more time slots may be requested (if the time slots provided are not acceptable or desirable), in which case additional time slots may be provided. Thereafter, a selection for one of the time slots is received. In response, the activity is booked in the selected time slot and previously locked time slots are released. The locked time slots may also be released if no selection is received after a particular amount of time.

Abstract: A method and apparatus for providing a competitive bid from a provider comprising receiving billing data from a user, the billing data including provider information, location, and total bill amount. The method further comprising calculating a complex usage pattern based on the billing data and statistical data for the location. The method additionally comprising calculating a competitive bid for the user, based on the complex usage pattern and a pricing structure of the provider.

Abstract: An order class is defined which includes multiple data elements that are common to various order types. The order class identifies relationships of an order with various entities related to the order.

Abstract: Embodiments of the invention provide methods and apparatuses for determining privileges pertaining to a customer relationship management (CRM) application and granting the privileges in a secure and traceable manner to individual companies and users to effect a differential cost assessment scheme based on resource usage.

Abstract: A method for processing complex orders is disclosed. The method includes generating a customer portal view including a list of products and services associated with an account, a list of quotes associated with the account, a list of orders associated with the account, and a plurality of user-selectable options. The plurality of user-selectable options includes a move option to transfer a service profile by defaulting the existing services at an old location to a new location.

Abstract: Stored product management information in a first format for use by a first computerized system is transformed to readily make the stored product management information available for use in a second computerized system that utilizes a second format in a cost-efficient and time-efficient manner.