Multimedia B2B opportunity and error detection and resolution engine

Abstract

A method and system for automatically handling exceptions in a business-to-business transaction. E-commerce internet gateways through which the business-to-business transaction passes are monitored for exceptions. When an exception is detected, an intelligent contact manager automatically determines and then locates the representative(s) authorized to resolve this exception. A unified communication system is then utilized to automatically contact and notify the authorized representative(s) of the exception. A web collaboration system is then utilized to automatically establish a collaboration session between representatives of the business-to-business transaction so that the exception can be readily resolved.

What is claimed is:  
     
         1 . A method for handling exceptions in a business-to-business transaction, comprising the steps of: 
 monitoring an internet gateway through which the business-to-business transaction passes for exceptions, wherein if an exception is detected:    automatically locating an authorized representative;    automatically notifying the authorized representative of the exception;    automatically establishing a collaboration session between representatives of the business-to-business transaction.    
     
     
         2 . The method of  claim 1  further comprising the step of using an intelligent contact manager to automatically locate the authorized representative.  
     
     
         3 . The method of  claim 2 , wherein the intelligent contact manager comprises the functions of pre-routing, post-routing, customer-profile, computer telephony integration, enterprise-wide reporting, web interaction, remote agent support, voice recognition integration, and workforce management integration.  
     
     
         4 . The method of  claim 1 , wherein the collaboration session comprises web collaboration.  
     
     
         5 . The method of  claim 4 , wherein the web collaboration comprises page sharing, follow-me, form share, text chat, application demonstration, application sharing, and white boarding functions.  
     
     
         6 . The method of  claim 1  further comprising the step of using a unified communication system to automatically notify the authorized representative of the exception.  
     
     
         7 . The method of  claim 6 , wherein the unified communication system comprises voice messaging, email messaging, and fax messaging.  
     
     
         8 . The method of  claim 6 , wherein the unified communication system comprises a telephone call, a sequence of contacts, an SMS message to a called party's pager or cell phone, or incoming calls being routed through a series of telephone numbers based on peer, person, or LDAP list.  
     
     
         9 . The method of  claim 1  further comprising the step of detecting the exception by a timer expiration, transaction exception, or network exception.  
     
     
         10 . The method of  claim 1  further comprising the step of handling exceptions corresponding to demand planning.  
     
     
         11 . The method of  claim 10 , wherein business-to-business (B2B) processing utilizes the engine to perform steps of requisitioning, purchasing, approval, ordering, receiving, distribution, payment, and measurement.  
     
     
         12 . The method of  claim 1  further comprising the step of handling exceptions corresponding to procurement processes.  
     
     
         13 . The method of  claim 1 , wherein the business-to-business transaction is handled through e-mail and LDAP containing XML data.  
     
     
         14 . The method of  claim 1 , wherein the exception is handled by email.  
     
     
         15 . An apparatus for handling exceptions in a business-to-business transaction, comprising: 
 an exception detector which monitors an internet gateway through which the business-to-business transaction passes for exceptions;    an intelligent contact manager coupled to the exception detector to automatically locate an authorized representative;    a unified communication system coupled to the intelligent contact manager which automatically notifies the authorized representative of the exception;    a collaboration system coupled to the unified communication system which automatically establishes a collaboration session between representatives of the business-to-business transaction.    
     
     
         16 . The apparatus of  claim 15 , wherein the intelligent contact manager comprises the functions of pre-routing, post-routing, customerprofile, computer telephony integration, enterprise-wide reporting, web interaction, remote agent support, voice recognition integration, and workforce management integration.  
     
     
         17 . The apparatus of  claim 15 , wherein the collaboration session comprises web collaboration.  
     
     
         18 . The apparatus of  claim 17 , wherein the web collaboration comprises page sharing, follow-me, form share, text chat, application demonstration, application sharing, and white boarding functions.  
     
     
         19 . The apparatus of  claim 15 , wherein the unified communication system comprises voice messaging, email messaging, and fax messaging.  
     
     
         20 . The apparatus of  claim 19 , wherein the unified communication system comprises a telephone call, a sequence of contacts, an SMS message to a called party's pager or cell phone, or incoming calls being routed through a series of telephone numbers based on availability and schedules.  
     
     
         21 . The apparatus of  claim 15  further comprising the step of detecting the exception by a timer expiration, transaction exception, or network exception which is integrated with a workflow management system.  
     
     
         22 . The apparatus of  claim 15  further comprising the step of handling exceptions corresponding to demand planning.  
     
     
         23 . The apparatus of  claim 22 , wherein business-to-business procurement includes business-to-business requisitioning, purchasing, approval, ordering, forecasting, receiving, distribution, payment, and measurement.  
     
     
         24 . The apparatus of  claim 23  further comprising the step of handling exceptions corresponding to procurement processes.  
     
     
         25 . A computer-readable medium having stored thereon instructions for handling exceptions in a business-to-business transaction, comprising the steps of: 
 monitoring an internet gateway through which the business-to-business transaction passes for exceptions, wherein if an exception is detected:    automatically locating an authorized representative;    automatically notifying the authorized representative of the exception;    automatically establishing a collaboration session between representatives of the business-to-business transaction.    
     
     
         26 . The computer-readable medium of  claim 25  further comprising instructions for using an intelligent contact manager to automatically locate a sequence of authorized representatives.  
     
     
         27 . The computer-readable medium of  claim 25 , wherein the business-to-business transaction is handled through e-mail and LDAP containing XML data.  
     
     
         28 . The computer-readable medium of  claim 25 , wherein the exception is handled by e-mail.  
     
     
         29 . A computer system for handling exceptions in a business-to-business transaction, comprising: 
 means for monitoring an internet gateway through which the business-to-business transaction passes for exceptions, wherein if an exception is detected:    means for automatically locating an authorized representative;    means for automatically notifying the authorized representative of the exception;    means for automatically establishing a collaboration session between representatives of the business-to-business transaction.    
     
     
         30 . The computer system of  claim 29  further comprising means for using an intelligent contact manager to automatically locate a sequence of authorized representatives.  
     
     
         31 . The computer system of  claim 29  further comprising means for handling the business-to-business transaction through e-mail and LDAP containing XML data.  
     
     
         32 . The computer system of  claim 29  further comprising means for, handling the exception by e-mail.