US6064973A — Context manager and method for a virtual sales an…

Claim 1

Independent Claim 165 words

A computer implemented context manager for managing multiple customer access resources spanning a large-scale distributed business solution, the context manager comprising: an object creation means for creating a context manager object for a session, the context manager object provides a bridge from one or more customer access resources to one or more business processes and maintains a context of the session across customer access resources; a component integration architecture for integrating one or more components into the context manager; a component interface for presenting the one or more business processes to customer access resources, the customer access resources selecting business processes therefrom; and a transaction management means for preserving object integrity of the session by controlling access to the business activities; wherein each of the one or more components comprises a reusable software module presenting an interface that conforms to an object model of a context manager object or a business object, the component being enabled and accessed at runtime through the component integration architecture.

Claim 2

Dependent Claim 165 words

A computer implemented context manager for managing multiple customer access resources spanning a large-scale distributed business solution, the context manager comprising: an object creation means for creating a context manager object for a session, the context manager object provides a bridge from one or more customer access resources to one or more business processes and maintains a context of the session across customer access resources; a component integration architecture for integrating one or more components into the context manager; a component interface for presenting the one or more business processes to customer access resources, the customer access resources selecting business processes therefrom; and a transaction management means for preserving object integrity of the session by controlling access to the business activities; wherein each of the one or more components comprises a reusable software module presenting an interface that conforms to an object model of a context manager object or a business object, the component being enabled and accessed at runtime through the component integration architecture.

Claim 3

Dependent Claim 43 words

The context manager of claim 1, wherein the context manager further comprises: an access coordination means for coordinating access by a customer access resource to a business process; and a business process interface for interfacing the business processes to the customer access resources.

Claim 4

Dependent Claim 39 words

The context manager of claim 2, wherein the context manager further comprises: a context providing means for providing a context for completing the business process for the session; and a managing means for managing information required during the session.

Claim 5

Dependent Claim 26 words

The context manager of claim 1 wherein the managing means keeps track of the context manager object, customer objects, account objects, contextual information and session information.

Claim 6

Dependent Claim 27 words

The context manager of claim 4 wherein the managing means manages the context manager objects, customer objects, and account objects for each of the customer access resources.

Claim 7

Dependent Claim 21 words

The context manager of claim 1 wherein the customer access resources comprise customer service representative applications, Internet/PC applications, and kiosk applications.

Claim 8

Dependent Claim 37 words

The context manager of claim 1 wherein the business processes represent high level abstractions of multiple components/objects collaborating to deliver a response to a service request from a particular customer access resource to an appropriate business process.

Claim 9

Dependent Claim 22 words

The context manager of claim 1 wherein the component interface relays a selection from the customer access resources to the business components.

Claim 10

Dependent Claim 21 words

The context manager of claim 1, wherein the context manager further comprising means for destroying context manager objects as sessions end.

Claim 11

Dependent Claim 29 words

The context manager of claim 1 wherein each context manager object maintains sets of relationships to all of the business objects that represent the context for a given session.

Claim 12

Dependent Claim 31 words

The context manager of claim 10 wherein the sets of relationships that the context manager maintains during a given session is dependent on the business processes the particular session is using.

Claim 13

Dependent Claim 23 words

The context manager of claim 1 wherein the context of a session is shared among customer access resources by sharing context manager objects.

Claim 14

Dependent Claim 22 words

The context manager of claim 1 wherein customer access resources can access the same context manager object to perform simultaneous, concurrent functions.

Claim 15

Dependent Claim 43 words

The context manager of claim 1, wherein the transaction management means logically groups business activities into a business unit of work, a business unit of work involving a state change to one or more of the business objects that comprise the business activities.

Claim 16

Dependent Claim 31 words

The context manager of claim 1 wherein the managing means ensures uniform handling of the business units of work that are defined by the business functions across the customer access resources.

Claim 17

Dependent Claim 206 words

A computer implemented context manager for providing a framework to enable continuous customer access resource innovation by maximizing open business processes, the context manager comprising: a context manager management interface for creating a context manager object for a session, the context manager object provides a bridge from customer access resources to business processes and maintains a context of the session across customer access resources; an access coordinator for coordinating access by a customer access resource to a business process, and wherein the context manager management interface provides a context for completing the business process for the session; a component integration architecture for integrating one or more components into the context manager; a business process interface for interfacing the business processes to the customer access resources; a component interface for presenting business processes to customer access resources, the customer access resources selecting business processes therefrom; and a transaction manager for preserving object integrity of the session by controlling access to the business activities; wherein each of the one or more components comprises a reusable software module presenting an interface that conforms to an object model of a context manager object or a business object, the component being enabled and accessed at runtime through the component integration architecture.

Claim 18

Dependent Claim 206 words

A computer implemented context manager for providing a framework to enable continuous customer access resource innovation by maximizing open business processes, the context manager comprising: a context manager management interface for creating a context manager object for a session, the context manager object provides a bridge from customer access resources to business processes and maintains a context of the session across customer access resources; an access coordinator for coordinating access by a customer access resource to a business process, and wherein the context manager management interface provides a context for completing the business process for the session; a component integration architecture for integrating one or more components into the context manager; a business process interface for interfacing the business processes to the customer access resources; a component interface for presenting business processes to customer access resources, the customer access resources selecting business processes therefrom; and a transaction manager for preserving object integrity of the session by controlling access to the business activities; wherein each of the one or more components comprises a reusable software module presenting an interface that conforms to an object model of a context manager object or a business object, the component being enabled and accessed at runtime through the component integration architecture.

Claim 19

Dependent Claim 24 words

The context manager of claim 16 wherein the context manager management interface further comprises an information manager for managing information required during the session.

Claim 20

Dependent Claim 44 words

The context manager of claim 16, wherein the context manager further comprising a access coordinator for coordinating access by a customer access resource to a business process; and the context manager management interface provides a context for completing the business process for the session.

Claim 21

Dependent Claim 28 words

The context manager of claim 16 wherein the context manager management interface keeps track of the contact manager object, customer objects, account objects, contextual information and session information.

Claim 22

Dependent Claim 23 words

The context manager of claim 19 wherein the context manager management interface manages the session objects for each of the customer access resources.

Claim 23

Dependent Claim 21 words

The context manager of claim 16 wherein the customer access resources comprise customer service representative applications, Internet/PC applications, and kiosk applications.

Claim 24

Dependent Claim 23 words

The context manager of claim 16 wherein the business processes represent high level abstractions of multiple components/objects collaborating to deliver the requested response.

Claim 25

Dependent Claim 21 words

The context manager of claim 16, wherein the component interface relays a selection from customer access resources to the business components.

Claim 26

Dependent Claim 20 words

The context manager of claim 16 wherein the context manager management interface destroys context manager objects when a session ends.

Claim 27

Dependent Claim 29 words

The context manager of claim 16 wherein each context manager object maintains sets of relationships to all of the business objects that represent the context for a given session.

Claim 28

Dependent Claim 31 words

The context manager of claim 25 wherein the sets of relationships that the context manager maintains during a given session is dependent on the business processes the particular session is using.

Claim 29

Dependent Claim 23 words

The context manager of claim 16 wherein the context of a session is shared among customer access resources by sharing context manager objects.

Claim 30

Dependent Claim 22 words

The context manager of claim 16 wherein customer access resources can access the same context manager object to perform simultaneous, concurrent functions.

Claim 31

Dependent Claim 42 words

The context manager of claim 16, wherein the transaction manager logically groups business activities into a business unit of work, a business unit of work involving a state change to one or more of the business objects that comprise the business activities.

Claim 32

Dependent Claim 33 words

The context manager of claim 16 wherein the context manager management interface ensures uniform handling of the business units of work that are defined by the business functions across the customer access resources.

Claim 33

Independent Claim 147 words

A method of providing a framework to enable continuous channel innovation by maximizing open business processes, the method comprising: creating a context manager object for a session, the context manager object provides a bridge from one or more customer access resources to one or more business processes and maintains a context of the session across customer access resources; coordinating access by a customer access resource to a business process; providing a context for completing the business process for the session; integrating one or more components into the context manager; and preserving object integrity of the session by controlling access to the business activities; wherein each of the one or more components comprises a reusable software module presenting an interface that conforms to an object model of a context manager object or a business object, the component being enabled and accessed at runtime through the component integration architecture.

Claim 34

Independent Claim 147 words

A method of providing a framework to enable continuous channel innovation by maximizing open business processes, the method comprising: creating a context manager object for a session, the context manager object provides a bridge from one or more customer access resources to one or more business processes and maintains a context of the session across customer access resources; coordinating access by a customer access resource to a business process; providing a context for completing the business process for the session; integrating one or more components into the context manager; and preserving object integrity of the session by controlling access to the business activities; wherein each of the one or more components comprises a reusable software module presenting an interface that conforms to an object model of a context manager object or a business object, the component being enabled and accessed at runtime through the component integration architecture.

Claim 35

Dependent Claim 45 words

The method of claim 31, wherein the method further comprises: managing information required during the session; interfacing the business processes to the customer access resources; and presenting the one or more business processes to customer access resources, the customer access resources selecting business processes therefrom.

Claim 36

Dependent Claim 68 words

The method of claim 32, wherein the method further comprises: receiving a first customer request across a first customer access resource; establishing a first session for the first customer request; creating a context manager object for the first session, the first session communicating directly with the context manager object; and establishing a relationship between the context manager object and business process objects for satisfying the first customer request.

Claim 37

Dependent Claim 63 words

The method of claim 33, wherein the method further comprises switching from the first customer access resource to a second customer access resource during the session by forwarding the reference to the context manager object to the second customer access resource, the context manager object maintaining the context of the session including the context of the service request and the business process objects.

Annuity Stage	Window Opens	Payment Deadline	Surcharge Period Until	Estimated Fee	Status
3.5 Years (Year 4)	2003-05-16	2003-11-15	2004-05-16	$2000.00	Window Closed / Lapsed
7.5 Years (Year 8)	2007-05-16	2007-11-15	2008-05-16	$3760.00	Window Closed / Lapsed
11.5 Years (Year 12)	2011-05-16	2011-11-15	2012-05-16	$7700.00	Window Closed / Lapsed

Context manager and method for a virtual sales and service center

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