Context-aware content transmission utility

Patent metadata

Field	Value
Publication number	US-8930465-B2
Application number	US-11796908-A
Country	US
Kind code	B2
Filing date	May 9, 2008
Priority date	May 9, 2008
Publication date	Jan 6, 2015
Grant date	Jan 6, 2015

Abstract

A method is disclosed. The method includes monitoring a user interface for a data item delivery request. In response to receipt of the data item delivery request, a data type for a data item selected for a delivery is determined, and a schema for performing the delivery is selected. Content of the data item for the delivery is selected, and the content is sent using the schema. The delivery is recorded in an activity log.

First claim

What is claimed is:

1. A method comprising:
monitoring a user interface for a data item delivery request, using a processor, wherein
said data item delivery request is a request for delivery of at least a portion of a data item,
said data item delivery request is generated by a user interface event associated with said user interface,
said user interface facilitates interaction with context information and application data by concurrently displaying said context information and said application data,
said context information is related to a customer,
said application data facilitates selection of said data item, and
said user interface allows said at least said portion of said data item to be shared with said customer; and

in response to receipt of said data item delivery request,
determining a data type of said data item, using said processor,
selecting a schema from a plurality of schemas, using said processor, wherein
said schema is selected based on said data type,
said at least said portion of said data item comprises content,
said schema is used in performing said delivery by defining communications via one or more communication channels of a plurality of communication channels to be used to deliver at least a portion of said content,
each of said plurality of communication channels is one of a plurality of types of communication channels, and
each of said plurality of schemas defines communications via at least one of said plurality of types of communication channels,

determining at least a portion of said content, using said processor, and
initiating, using said processor, said delivery by sending said at least said portion of said content via said one or more communication channels, using said schema.

2. The method of claim 1 , wherein
said user interface allows said at least said portion of said data item to be shared with said customer by virtue of said user interface allowing selection of said data item, and
said at least said portion of said content is determined based on
said data type, and
said schema.

3. The method of claim 2 , wherein
said data type indicates said data item is a resolution document,
said schema defines said communications type as being at least one of
electronic mail, or
real-time chat, and

said at least said portion of said content comprises at least one of
a text of said resolution document,
a solution identifier,
a solution description, or
an item of related text.

4. The method of claim 3 , wherein said sending comprises:
attaching said resolution document to an item of electronic mail, using said processor,
entering in a body of said item of said electronic mail said solution identifier, using said processor,
entering in said body of said item of said electronic mail said solution description, using said processor,
entering in said body of said item of said electronic mail said item of related text, using said processor,
sending said item of said electronic mail, using said processor, and
sending a notice of delivery of said item of said electronic mail via said real-time chat, using said processor.

5. The method of claim 4 , further comprising:
recording said data item delivery request and said delivery in an activity log, wherein
said recording comprises
creating an entry in an activity record, using said processor, and

said entry comprises
said body of said item of said electronic mail, and
a list identifying said resolution document.

6. The method of claim 2 , wherein
said data type indicates said data item is a service request,
said schema defines said communications type as being a real-time chat,
said at least said portion of said content comprises at least one of
a summary of said service request, or
an identifier of said service request, and

said sending comprises
pasting said summary of said service request into a chat delivery window, using said processor,
pasting said identifier of said service request into said chat delivery window, using said processor, and
sending said summary of said service request, using said processor.

7. The method of claim 6 , further comprising:
recording said data item delivery request and said delivery in an activity log, wherein
said recording comprises
creating an entry in an activity record, and

said entry comprises
said at least said portion of said content.

8. The method of claim 2 , wherein
said data type indicates said data item is a highlighted text,
said schema defines said communications type as being a real-time chat,
said at least said portion of said content includes a highlighted text region, and
said sending comprises
pasting said highlighted text into a chat delivery window, using said processor, and
sending said highlighted text, using said processor.

9. The method of claim 2 , wherein
said data type indicates said data item is a solution document,
said schema defines said communications type as being a real-time chat,
said at least said portion of said content comprises at least one of
an identifier of said solution, or
a description of said solution, and

said sending comprises
pasting said identifier of said solution into a chat delivery window, using said processor,
pasting said description of said solution into said chat delivery window, using said processor,
sending said identifier of said solution via said real-time chat, using said processor, and
sending said description of said solution via said real-time chat, using said processor.

10. The method of claim 2 , wherein
said user interface persistently displays said context information,
said context information and said application data are related to one another, and
said context information indicates said data type.

11. The method of claim 2 , wherein
said user interface event is associated with selection of a button of said user interface, and
said user interface concurrently displays said button with said customer-related data and said product-related data.

12. The method of claim 2 , wherein
said user interface allows said at least said portion of said data item to be automatically shared with said customer.

13. The method of claim 2 , wherein
said delivery is made via a communications channel of said communication channels, and
each of said communication channels is of one of a corresponding type of a plurality of types.

14. A non-transitory computer-readable storage medium comprising:
a first set of instructions configured to monitor a user interface for a data item delivery request, wherein
said data item delivery request is a request for delivery of at least a portion of a data item,
said data item delivery request is generated by a user interface event associated with said user interface,
said user interface facilitates interaction with context information and application data by concurrently displaying said context information and said application data,
said context information is related to a customer,
said application data facilitates selection of said data item, and
said user interface allows said at least said portion of said data item to be shared with said customer by virtue of said user interface allowing selection of said data item; and

a second set of instructions configured to, in response to receipt of said data item delivery request,
determine said data item,
select a schema from a plurality of schemas, wherein
said schema is used in performing said delivery,
said schema is selected based on said data type,
said at least said portion of said data item comprises content,
said schema i

Assignees

• Jaffer Akbar
• Day Richard Dean
• Oracle Int Corp

Inventors

• Jaffer Akbar
• Day Richard Dean

Classifications

• G06Q10/00 Primary

  Administration; Management · CPC title

• H04M3/5191

  interacting with the Internet · CPC title