WO2003088003A2

WO2003088003A2 - Method and apparatus for handling of objects

Info

Publication number: WO2003088003A2
Application number: PCT/US2003/011385
Authority: WO
Inventors: Eric Lieberman; Brian Lowery; Julian P. Kirk; Randal J. Kirk; William P. Nance; Dennis K. Lee; Michael H. Grayson; Joanne Grogan
Original assignee: Talkflow Systems, Llc
Priority date: 2002-04-12
Filing date: 2003-04-14
Publication date: 2003-10-23
Also published as: WO2003088003A3; AU2003262189A8; AU2003262189A1

Abstract

An object (S910), including any tangible or non-tangible content, such as a letter, package, electronic document, customer relations information, e-mail, or the like, will have at least one characteristic assigned (S920) to which a translational language will be applied (S980). The translational language will assign an action to the object (S990) based on the results of applying the translational language (S980) to the characteristics, or values representing the characteristics.

Description

METHOD AND APPARATUS FOR FACILITATING HANDLING OF OBJECTS

BACKGROUND OF THE INVENTION

Field of the Invention

[001] The invention relates generally to management of objects, such as information, communications or content, and more specifically to a method and apparatus for facilitating augmentation of object management systems.

Description of the Related Art

[002] Businesses, and even residences, are deluged by a tremendous amount of communications, such as letters and packages received in the mail, on a daily basis. Storing, managing, and retrieving such communications is time-consuming and costly. Worse yet, documents may be mis-filed or lost in the "system." Organizations often utilize expensive document management systems in an attempt to organize electronic and physical documents.

[003] The use of electronic communications, such as electronic mail ("email") and digital copies of physical documents has become widespread. Electronic communications reduce storage space and the consumption of resources. For example, paper for copies of documents require wood pulp from trees, significant amounts of energy, and various undesirable byproducts of the paper making process. Various systems are known for converting physical documents into electronic documents.

[004] For example U.S. patent No. 5,867,597 and U.S. patent No. 5,893,908 each disclose an electronic document management system in which paper documents are scanned and stored in electronic form. A descriptor database includes a plurality of descriptors along with a list of documents including the descriptor. Descriptors are generated by subjecting the documents to complex processing. Accordingly, document queries and retrieval can be facilitated by using the descriptors. [005] Electronic creation, editing, and storage of documents has become commonplace. However, physical communications, such as letters, packages and other tangible objects remain prevalent because of the tactile feel and high resolution thereof. Further paper documents are easy to review and annotate, are portable, and in fact represent a "universal standard" for display, a feature not yet available in the electronic world. Of course, packages and other physical objects cannot be duplicated in electronic form. Current document management techniques do not address the continued use of paper and other forms of physical communications. In particular, such techniques do not provide a mechanism for handling physical communications, such as routing the communications to desired destinations, in accordance with consistent business rules and workflow processes. In fact, even in the case of electronic communications, conventional document management systems merely permit retrieval of documents upon request and do not permit flexible handling of the documents.

[006] It is known to automatically direct electronic documents to a desired destination. For example, a product known as LMDS MailRoom applies predetermined filters to the content of scanned documents and directs the documents to destinations based on the filters. However, the use of filters is not flexible and cannot be applied to physical communications that are not adaptable to being converted to electronic format, such as packages.

[007] In, various systems are known which classify various objects such as database records, communications, and the like. For example, Customer Relationship Management (CRM) systems collect customer information and correlate the same to customer records. Such systems often include automated mechanisms for sorting or assigning other actions to information objects. SUMMARY OF THE INVENTION

[008] However, the above systems are at least deficient in the quality of "sorting" they provide. Specifically, the above systems at least lack the ability to correctly classify objects in an automated system. In many cases, known systems simply lack the processing power to process information properly because such classification may depend on syntax, semantics, and other complex factors. The preferred embodiment can be used to augment any type of object management system by applying a translational language to the handling of objects. The phrase "object management system," as used herein, refers to any system that assigns actions, such as sorting, classifying, processing, or other actions, to information objects.

[009] Recently the field of "computational linguistics" has been explored in a theoretical nature. In computational linguistics, the formal techniques of computational models of intelligence are applied to the study of human linguistics. It has been proposed that it is a unique human ability to construct the world as it is revealed through language. The ability to categorize parts of phrases to select a specific overall meaning from the constituent parts of the phrases or sentences seems to be characteristic of human behavior uniquely. The continuous refinement and redefinition of what role an object plays in our environment, and how we conceptualize that object as having different properties in different contexts is known as the process of "cocomposition."

[010] All words are ambiguous to some extent. Even words that appear to have one fixed sense can exhibit multiple meanings in different contexts. 'Room', for example, can mean a physical object or the spatial enclosure defined by this object. The conceptual relation between two senses of the same word is referred to as "logical polysemy." Further, the concept of "metonymy," in which a figure of speech involving the substitution of one noun for another of which it is an attribute or which is closely associated with it, renders language highly complex to understand. Examples of metonymy are "the kettle boils" or "he drank the cup." Because language is highly complex and the full understanding of language is uniquely human (or at least requires a tremendous amount of processing power), previous attempts to automate the routing of communications have failed to ascertain the context of the communication and thus cannot accurately handle a communication without a great deal of human intervention.

[011] An aspect of the invention is a method for handling an object comprising the steps of receiving the object, assigning one or more of a plurality of predetermined values to each of one or more of a plurality of predetermined characteristics relating to the object, selecting an action for the object based on the values and applying the action to the object.

[012] For example, the object can be defined as any physical device, as well as any type of non-tangible or electronic information including electrical signals, such as a telephone call, e-mail, data, electronic documents, or the like. Specifically, the object can be a phone call(s), mail, any type of content, an electronic or physical document(s), information, such as information associated with a response management system, information associated with a customer relations management system, a routing system, or the like.

[013] These and other features and advantages of this invention are described in or are apparent from the following detailed description of the embodiments.

BRIEF DESCRIPTION OF THE DRAWING

[014] The embodiments of the invention will be described in detail, with reference to the following figures wherein:

[015] Fig. 1 is a flowchart of an exemplary method of managing communications according to this invention;

[016] Fig. 2 is a schematic representation of exemplary columns, characteristics, and potential values for a communication according to this invention; [017] Fig. 3 is a table illustrating an example of a set of handling rules according to this invention;

[018] Fig. 4 is a flowchart of a second exemplary embodiment having a two level translation procedure;

[019] Fig. 5 is a screen shot illustrating an exemplary user interface for specifying destination devices and preferences;

[020] Fig. 6 is a table illustrating an example of a set of device rules according to this invention;

[021] Fig. 7 is a table illustrating an example of a set of modified handling rules according to this invention;

[022] Fig. 8 is a functional block diagram illustrating an exemplary object management system; and

[023] Fig. 9 illustrates an exemplary method of operation for the object management system.

DETAILED DESCRIPTION

[024] While the exemplary embodiments illustrated herein show the various components of the object handling system collocated, it is to be appreciated that the various components of the object handling system can be located at distant portions of a distributed network, such as a local area network, a wide area network, a telecommunications network, an intranet and/or the Internet, or within a dedicated object handling system. Thus, it should be appreciated that the components of the object handling system can be combined into one or more devices or collocated on a particular node of a distributed network, such as a telecommunications network. As will be appreciated from the following description, and for reasons of computational efficiency, the components of the object handling system can be arranged at any location within a distributed network without affecting the operation of the system. [025] Furthermore, it should be appreciated that the various links connecting the elements can be wired or wireless links, or a combination thereof, or any other known or later developed element(s) that is capable of supplying and/or communicating data to and from the connected elements. Additionally, the term module as used herein can refer to any know or later developed hardware, software, or combination of hardware and software that is capable of performing the functionality associated with that element.

[026] An exemplary embodiment of the invention facilitates determination of the context of communications, such as physical communication, by a human agent with minimal training or by an automated agent mechanism. A translational language is provided to permit determination of the content and context of the communication by, for example, an agent and to permit automatic handling procedures, including routing of the communication to a desired destination. Furthermore, the exemplary embodiment is adapted to be used for management of physical communications. The phrase "physical communications" as used herein refers to any communication having at least a component part that is tangible without the need for a computer or other rendering device. For example, letters, packages and post cards are physical communications.

[027] A method of managing physical communications in accordance with an exemplary embodiment of the invention is illustrated in Fig. 1. The exemplary embodiment can be utilized within any type of organization, i.e. any entity receiving communications, such as a business, government institution, mail service provider, or the like. Method 100 begins at step 102 in which a physical communication, a letter or package received through the mail for example, is received in a company mailroom, the facility of a third party providing mail handling procedures for the company, or the like. In step 104 a sorting procedure is applied to the communication in order to determine what type of communication has been received and the context of the communications. Step 104 includes ascertaining features of the physical communication and is described in detail below. [028] Depending on the results of the sort procedure in step 104, an appropriate handling rule, or plural handling rules, is applied in step 116 and various handling steps according to the rule are effected in handling step 106. For example, the communication can be archived, i.e., sent to a facility for storage, in step 108, destroyed in step 110, returned to the sending party in step 112, converted to electronic form in step 118, or published in step 120. Further, specified parties can be notified of receipt of the communication and inquiry can be made with respect to features of the communication, such as whether the communication was expected, whether the sending party is recognized, or the like, in step 114. Depending on the results of the inquiry, the communication can then be subjected to any one or more of steps 108, 110, 112, 118 and 120.

[029] Assuming the results of step 116 or step 114 indicate that the communication should be routed in electronic form to a recipient within the organization, the communication, e.g. a letter, is opened and the contents of the letter is converted to electronic form through, scanning, hand keying, or in any other manner in step 118. The electronic form of the contents can be of any format or protocol, such as ASCII, TIFF, PDF, MS WordTM, or the like. Known equipment and procedures can be used to open the communication, remove the letter or other content, and scan the content. These procedures can be conducted by automated equipment in a known manner or through manual processing. In either event, such procedures can be accomplished while minimizing the exposure of humans to the letter to prevent any contaminants or other dangerous substances contained in or on the letter from affecting personnel.

[030] After the content of the communication has been converted to electronic form in step 118, the content, in electronic form can be archived in electronic format in step 108 and/or published in step 120. Alternatively, in the event the communication is to be routed in physical form, step 120 can be accomplished without the need for converting in step 118. Step 120 can be accomplished through email, printout and intra office mail delivery, making the content available to the recipient through pick up from a Web site, physical delivery, or the like. The term "publish" as used herein refers to any mechanism for making content available to desired recipients. In step 116, a translational language is applied to the communication to render a machine readable code or human readable instructions indicative of the handling procedures of the communication in accordance with handling rules. As will become apparent below, the handling procedure can be determined based on one or more levels of rules.

[031] The exemplary embodiment permits mail and other physical communications to be handled and, if appropriate, delivered to the appropriate recipient with minimal handling of the physical communication itself. The detailed procedures steps 104 and 116 of the exemplary embodiment are disclosed below. All logical processes of the exemplary embodiment can be accomplished by a general purpose computer executing the appropriate software. The various functions can be programmed to define modules for effecting the function of the invention. Programming of the software will be apparent to one of ordinary skill in the art based on the functionality disclosed herein. The computer can be coupled to known handling equipment to issue commands to cause the handling equipment to effect the desired handling procedure.

[032] Fig. 2 illustrates sorting matrix 200 used by the exemplary embodiment for the sorting procedure in step 104 above. A plurality, four in the exemplary embodiment, of columns 210, 220, 230, and 240 are shown. Each of the columns represents a predefined communication characteristic (212, 222, 232, 242) and includes a plurality of values (214, 224, 234, 244) that can be assigned to the corresponding characteristic. Ascertainable characteristics of the physical communication, preferably those characteristics ascertainable from the exterior of the communication are used for assigning the values as will become apparent below. The proper value for one or more of the characteristics can be assigned and the communication can be handled based on predefined rules applied to the series of values i.e., the "value matrix".

[033] Column 210 has characteristics 212 that relate to the entity to which the communication is addressed. This information can be culled from the address label on the communication by scanning and character recognition, by human interpretation and input through a keyboard. The potential values 214 associated with column 210 are NAME, DEPARTMENT, COMPANY, and MISCELLANEOUS. For example, if the letter received in step 102 is addressed to "Attention Sales Department," the value assigned to column 210 will be DEPARTMENT and the specific department, i.e., Sales Department will be saved as an attribute for subsequent processing. For example, optical scanning and character/word recognition can be used to determine the content of the address label. Table 1 below lists the possible values for column 210 of the exemplary embodiment and the conditions under which each value would be assigned. Of course, in each case, specifics such as the specific addressee can be recorded as attributes for subsequent processing.

The communication includes the name of

Name the individual addressee.

The communication does not include a

Department specific individual name but includes a department.

The communication is directed to a

Company company generally.

The communication is not addressed to

Miscellaneous an individual, a department, or a company. For example, "Occupant".

Table 1 [034] Column 220 has characteristics 222 that relate to the originator of the communication, i.e. the person who sent the letter. The potential values 224 associated with column 222 are NAME, COMPANY, LOGO, ZIP CODE, AND MISCELLANEOUS. For example, if the return address label or letter heading does not have an individual's name but includes a company name, the value assigned to column 220 will be COMPANY. Table 2 below lists the possible values 224 for column 220 and the conditions under which each value would be assigned. Of course, in each case, the specific identity can be recorded for subsequent processing as an attribute of the value. For example, if the communication is from John Smith, the value will be NAME and the attribute of the value will be "John Smith."

The communication includes a sender's

Name name.

The communication does not include an

Company individual's name but does include a company name as sender.

The communication does not include a

Logo company name or an individual name but includes a logo design indicative of origin.

The communication does not include a company name, individual name, or logo

Zip Code but does includes a zip code of the sender.

The communication does not include a

Miscellaneous company name, individual name, logo, or zip code of sender.

Table 2

[035] Column 230 has characteristic 232 that relates to the delivery method of the communication, e.g., the package carrier or sen/ice in the exemplary embodiment. The potential values 234 associated with column 230 are REGULAR MAIL, REGISTERED MAIL, FEDERAL EXPRESSTM, UNITED PARCEL SERVICETM, and COURIER (such as a local package courier service or other miscellaneous delivery service). Of course, the value 234 assigned to characteristic 232 of the exemplary embodiment corresponds directly to the delivery service that can be ascertained from the mailing label or other indicia on the package. Table 2 below lists possible values 234 for column 230 and the conditions under which each value would be assigned. The type of delivery service can be indicative of necessary signature requirements and procedures as well as the urgency of the communication. The package indicia indicates that the

Regular Mail package was delivered by the USPS regular mail service

The package indicia indicates that the

Registered Mail package was delivered by the USPS registered mail service

The package indicia indicates that the

FedEx™ package was delivered by Federal Express™

The package indicia indicates that the

UPS™ package was delivered by United Parcel Service™

The package indicia indicates that the

Courier package was delivered by a miscellaneous courier

Table 3

[036] Column 240 has characteristic 242 that relates to the type of communication, i.e. letter, periodical, and the like. The potential values 244 associated with column 240 are LETTER/ENVELOPE, PERIODICAL, ADVERTISEMENT, POSTCARD, BOX, PACKAGE, OFFICE SUPPLIES, and OTHER. Once again, the value assigned to column 240 can correspond to the type of communication which can be ascertained from a visual inspection and input manually or automatically into the system. Table 4 below lists the possible values 244 for column 240 and the conditions under which each value would be assigned. Also, attributes can be stored for subsequent use. For example, the value might be PERIODICAL and the attribute could be "Newsweek." The communication is contained in an

Letter/Envelope envelope and does not appear to be office supplies or an advertisement.

Periodical The communication is a periodical

Advertisement The communication is an advertisement.

The communication is a post card that is

Post Card not an advertisement.

The communication is in a box but does

Box not appear to be office supplies or an advertisement.

The communication is in a package other

Package than a box but does not appear to be office supplies or an advertisement.

The communication appears to contain

Office Supplies Office Supplies.

The communication does not fit any of the

Other values above.

Table 4

[037] It can be seen that the values assigned to the characteristics provide a great deal of information without the need to open the communication and thus can provide direction in handling the communication. Of course, there can be any number of characteristics and corresponding values to effect the sorting procedure in accordance with appropriate business rules. Also, the characteristics and values can be predetermined based on the type of business, the organizational flow of the business, the number of employees, the division of work, and the like. The characteristics can relate to any aspect of a potential communication, and there can be any number or type of values for selection in each characteristic. The attributes discussed above could be used as values. For example, one set of selectable values could include each employee of a company.

[038] Table 5 below lists the possible values for column 210 of a modification to the exemplary embodiment and the conditions under which each value would be assigned. In this modification, the specifics, such as the specific addressee, are values of column 210 corresponding to characteristic 212.

The communication includes John Doe as

John Doe the addressee.

The communication includes Tom Brown

Tom Brown as the addressee.

The communication is directed to the

AAA Industries, Inc. Company AAA industries, Inc. generally.

The communication is directed to the

Sales Department Sales Department generally.

Table 5

[039] Table 6 below lists the possible values for column 220 of a modification to the exemplary embodiment and the conditions under which each value would be assigned. In this modification, the specifics, such as the specific person or company sending the communication, are values of column 220 corresponding to characteristic 222. The communication includes Jim Brown

Jim Brown in the return address label

The communication includes Janet Smith

Janet Smith as the addressee.

Widget Industries, The communication is from Widget Inc. Industries, Inc. generally.

Accounts The communication is form the Accounts Receivable Department Receivable Department generally.

Table 6

[040] In the modifications discussed above with respect to Table 5 and Table 6, specifics of the recipient and the sender are recorded as values instead of value attributes. This permits rules and processing to be simplified but may require more values. For example, values 214 may include every person and department in a company. Values 224 could include all anticipated senders. Keep in mind that potential values and rules can be eliminated, modified or added at any time using known software operator interfaces. However, access to tools for such changes can be limited to those having authority to make such changes. Attributes can be recorded with respect to the values of Table 5 and Table 6. For example, such attributes can include a sender's title or any other information relevant to handling.

[041] When a communication, such as a package or a letter, is received in step 102, a screen can display a list of characteristics and corresponding values to be selected, similar to that illustrated in Fig. 2, for sorting step 104. Any appropriate user interface can be used. In the case of the exemplary embodiment, the standard Microsoft WindowsTM user interface is used as disclosed in the parent application incorporated herein by reference. [042] An agent, such as mailroom personnel or an automated reception mechanism, can sort the communication by assigning values assigned to one or more characteristics in accordance with the communication and by entering attributes of the value. For example, when the value is NAME, the attribute could be "JOHN DOE," i.e the specific information of the value. The agent can select the proper value for one or more of the characteristics and the communication can be handled based on the selected values and predefined rules as described in detail below. The values can be selected based on characteristics ascertainable from the exterior of the communication. For example, the content and/or address label of a communication can be manually inspected or scanned and converted to digital form by an automated system. This information can be used for assigning values to the characteristics and for recording attributes.

[043] An agent, such as mailroom personal or an automated system, would be able to assign values to all or most categories based on the outward appearance of the communication with minimal training. In fact, an agent could be employed by a service that receives communications for a plurality of businesses and the categories and values displayed could vary based on the destination, i.e. the addressee of the communication. Such a situation could be handled efficiently with minimal training because the techniques are similar for all communications regardless of the type of business that the communication is directed to. As noted above, there can be any number of categories and corresponding values. Also, the categories and values can be predetermined based on the type of business, the organizational flow of the business, the number of employees, the division of work, internal and external business processes and the like. The categories can relate to any characteristic of potential communications, and there can be any number or type of values for selection in each category.

[044] Assuming, in sorting step 104, the agent has assigned the value matrix, i.e. list of values, of "COMPANY/ COMPANY/ REGULAR MAIL/ LETTER" in order corresponding to the categories discussed above and illustrated in Fig. 2. This matrix can then be "translated" to permit one or more handling rules to be applied in step 116. The translation can include a plain language statement directing a human agent in how to handle the communication. Alternatively, the translation can include computer executable instructions for directing an automated system in how to handle the communication. In either case, the translating is generated based on the value matrix, recorded attributes, and predefined rules determined in the manner described in detail below. Should the agent not be able to determine each value based on the appearance of the communication, the translation can be generated based on the entered values and can serve to assist the agent in inquiring about further information that will help assign the proper values. It will become apparent below that sorting step 104 and apply step 116 comprise a translation step 105 for translating communicating information into handling procedures.

[045] As noted above, the procedure for handling the communication is determined based on predefined rules as applied to the value matrix assigned to the communication. Also noted above and illustrated in Fig. 1 , the handling procedure 106 can include one or more handling steps. For example, the communication can be published to one or more recipients in step 120, can be archived in step 108, can be destroyed in step 110, can be returned to the sender or other party in step 112, or can be the subject of "inform and inquire" step 114. Further, a combination of these steps can be accomplished for a single communication. For example, in the case of a letter, it may be desirable to convert the letter to electronic form in step 118, publish the letter in step 120 to the desired recipient via electronic means, such as a graphics or text file sent by electronic mail, and destroy the hard copy in step 10.

[046] The handling rules to be applied in step 116 for handling communications can be determined and recorded in any manner. However, the exemplary embodiment provides a user interface for assisting the user in creating and recording the rules. Of course, the rules are predetermined and thus do not need to be created over and over again. However, the rules can be changed to correct for inefficiencies or to compensate for changes in personnel, workflow, organization, or other variables.

[047] Handling rules essentially define the translational equivalent of the translational language used in the exemplary embodiment. In other words, the handling rules can correlate specific handling procedures to specific value matrices. The method of creating and modifying handling rules can be implemented on a computer as a front end interface in the form of a "wizard" or the like as disclosed in the parent application referenced above. Handling rules can be created based on input from business managers, sales personnel, consultants, human resources persons, or any other appropriate persons for supplying the appropriate information about the organization for which the handling rules are to be applied.

[048] The characteristics described above with respect to the exemplary embodiment can be changed. For example there can be more characteristics, less characteristics, or different characteristics as is required by the organization and its business model, personnel, and the like. Each value matrix can correspond to a specific handling procedure. A best match algorithm can be used for value matrices that are not correlated to a handling procedure by a rule. Handling rules can be fashioned in various ways depending on the business model, work flow, and other factors to translate the value matrices into handling procedures. Further, handling procedures can include a destination such as a person or a building.

[049] Fig. 3 illustrates an example of a small set of handling rules that can be used in Apply step 116. In Fig. 3, there are six rules. Each rule has a value matrix, i.e., the combination of values for characteristics 212, 222, 232, and 242, and a corresponding handling procedure 250. Of course, the value matrix for any particular communication can be determined in the manner described above with respect to Fig. 2. When applying rules to a communication, the rules are scanned to determine if any of rules include a value matrix that corresponds (i.e. is similar or identical) to the value matrix of the communication as determined in step 104 of Fig. 1. If so, the handling procedure 250 of the corresponding rule is used for handling of the communication. Various algorithms can be used to determine which rule, if any, most closely corresponds to any particular value matrix. Of course, the rule set illustrated in Fig. 3 is only exemplary of a portion of a rule set. Actual rule sets, including those created using the exemplary embodiment, can include many more rules. However, there is no minimum or maximum number of rules that can be used with the invention.

[050] Rule number (1 ) of Fig. 3 is applied when the value matrix for a communication is NAME/ NAME/ REGULAR MAIL/ LETTER, or a similar value matrix. In such a case the content is converted to electronic form in step 118, and published, to the recipient who was recorded as an attribute of NAME, in step 120. Further, the hard copy of the communication is destroyed in step 110.

[051] Rule number (2) is applied when the value matrix is NAME/ NAME/ REGISTERED MAIL/ LETTER, or a similar value matrix. In this case, the hard copy of the communication is published n step 120 by being delivered to the attribute of TO, i.e., the recipient, for signature and review.

[052] Rule number (3) is applied when the value matrix is DEPT/ NAME/ REGISTERED MAIL/ LETTER, or a similar value matrix. In this case, a hard copy of the communication is published in step 120 by being delivered to a department head corresponding for the attribute of TO recorded in step 104. For example, if the communication was addressed to "Sales Department", the system can determine that John Doe is the Head of Sales, through a lookup table or the like, and can have the communication published to John Doe in step 120.

[053] Rule number (4) is applied when the value matrix is NAME/ ANY/ ANY/ ADVERTISEMENT. Note that "ANY" refers to any one of the possible values for that characteristic. In this case, the recipient, i.e., the attribute of TO is informed and asked if they want to receive the advertisement (step 114) and if so, the communication is delivered, i.e. published to the recipient (step 120).

[054] Rule number (5) is applied to a value matrix of COMPANY/ MISC/ ANY/ BOX and requires that the communication be delivered, i.e., published in step 120, to a secure area for inspection and security procedures.

[055] Rule number (6) applies logic to the attributes. In particular, of the value matrix is DEPT/ ANY/ REGISTERED MAIL/ LETTER, the communication will be delivered to general counsel if the attribute of TO is "Legal Department" (step 120). Otherwise, the communication will be handled by notifying the department head of the attribute of TO and inquiring about the communication (step 114).

[056] Fig. 7 illustrates another example of a small set of handling rules that can be used in Apply step 116 in combination with the alternative values of Table 5 and Table 6. In Fig. 7, there are two rules. Each rule has a value matrix, i.e., the combination of values for characteristics 212, 222, 232, and 242, and a corresponding handling procedure 250. Of course, the value matrix for any particular communication can be determined in the manner described above with respect to Fig. 2. As noted above, when applying rules to a communication, the rules are scanned to determine if any of rules include a value matrix that corresponds (i.e. is similar or identical) to the value matrix of the communication as determined in step 104 of Fig. 1. If so, the handling procedure 250 of the corresponding rule is used for handling of the communication. Various algorithms can be used to determine which rule, if any, most closely corresponds to any particular value matrix. Of course, the rule set illustrated in Fig. 7 also is only exemplary of a portion of a rule set. Actual rule sets, including those created using the exemplary embodiment, can include many more rules.

[057] To create a rule set, the exemplary embodiment includes an algorithm, that can be executed on a general purpose computer, for correlating the handling procedures with potential value matrices. For example, a configuration screen can include drop down menus corresponding respectively to the four characteristics 212, 222, 232, and 242 of Fig. 2. Further, the user can select one or more handling steps to associate with a value matrix to define the handling procedure. For example, the selectable handling steps can include steps 108, 110, 112, 114, 118, and 120, or any combination thereof. Further, the handling steps can be modified by recorded attributes or logic applied to the attributes as described above. The value matrix can be stored with the selected mapped handling procedure. The rules can be stored in any format, such as a lookup table, plain delimited text, or as any other type of database. All rules can be displayed in the manner illustrated in Fig. 3 or in any other manner.

[058] Fig. 4 illustrates a modification to the exemplary embodiment having a two level translation procedure 105. As noted above, rules can be used to publish a communication to a destination, which can be a person, department, group, physical or virtual inbox, or any other entity or location. However, when a communication is routed to a particular person, that person may not be in the location anticipated, e.g. they may not be at their desk. Accordingly, the exemplary embodiment provides for each destination to have one or more devices associated therewith. In the case of the destination being a person, the devices can be the person's personal computer text pager, a mobile phone, or the like. In the case of a department or a group, devices can be various devices in the group, such as a first person's computer, a second person's computer and the like. Communications can be published to the various devices based on the destination's schedule, e.g. hours in office, hours commuting to office, hours in meetings, and the like. In step 105a, of Fig. 4, the translation is based on the value matrix in the manner described above to determine a handling procedure. In step 105b, the handling procedure is revised based on the destination device preference.

[059] Fig. 5 illustrates a schedule screen for a typical destination. In this example, the destination is a person named "John Doe." Identifying information for the destination can be entered into field 502, including the person's name, ID number, department, and address to the person's (destination) various devices, such as computers, alphanumeric pagers, mobile phones or other handheld device number. The addresses in the exemplary embodiment are in the form of IP addresses for a primary, first alternate, and second alternate device. Field 504 lists the times of day in a manner similar to conventional scheduling programs of personal information managers (PI Ms). Field 506 lists the availability status of the person in correspondence to each hour of the work day. In the exemplary embodiment, the user can select from one of four statuses, Office, Meeting/Unavailable, Road, and Home. Field 508 lists the person's scheduled appointments for the day.

[060] The information in field 508 can be imported from a conventional PIM or other scheduler. Alternatively, the information can be entered directly in field 508 manually, such as when the person uses the exemplary embodiment as their primary scheduling tool. The information in field 506 can be culled from information in the PIM or other scheduler or can be entered manually by selecting a time of day or appointment and selecting one of status buttons 510. Further, the status information in field 506 can be generated based on a default template. For example, the person may construct a default template that indicates that they are in the office from 9am to 5pm. Commuting, i.e. Road, from 8am to 9am and from 5pm to 6pm, and home at all other hours. These defaults can be used to populate field 506 and can be overridden when an appointment is entered or a different button 510 is selected. The schedule information permits the exemplary embodiment to direct a communication, or a message related thereto, to a particular device based on the destination schedule. The term "schedule" as used herein refers broadly to the status of a destination with respect to time.

[061] Fig. 6 illustrates device rules for handling communications to be applied in translating step 105b for directing communications to one or more of plural devices associated with the destination. Such rules can be created, as disclosed in the parent application, through a scripting box which includes one or more fields, such as drop down menus for associating conditions with various devices. For example, the user can select a status (Home, Office, Meeting/Unavailable, or Road) from a drop down menu and a primary device, such as their computer.

[062] The device rules are applied after handling rules and are thus applied to the result of step 105a. For example, as illustrated in Fig. 6, device rule number (1) states that, if the handling procedure determined in step 105a results in publication in electronic form and the recipient schedule indicates "Out of Office" at that particular time, then the handling procedure is revised to include the step of publishing to the first alternate device for that recipient. Similarly, device rule number (2) states that, if the handling procedure includes publication through delivery of a hardcopy and the recipient schedule indicates "In Meeting" then send a message to the second alternate device notifying the recipient of the communication. For example, the second alternate device can be an alphanumeric pager and the message can be "A package has just been delivered to you." Further, the message can include attribute information indicating the sender or other package information.

[063] As an alternative, the translational language can be applied to various objects, based on, for example, value(s) stored in the value matrix. In this manner, the novel concepts of the preferred embodiment can be applied to any system, such as a CRM system, to augment classification or other processing of information. Specifically, and as illustrated in Fig. 8, the object management system 800 comprises an action determination module 810. The action determination module 810 is connected, via link 5, to one or more scanning/analyzing devices 880 and one or more user interfaces 890. For example, the scanning/analyzing device 880 can be any type of optical, electrical, electro-mechanical, inductive, or other system or combination of systems, that is/are capable of obtaining information about a scanned object. Likewise, the user interface 890 can be, for example, a computer, such as workstation, that is capable of displaying a graphical user interface, which, for example, receives user input. The action determination module 810 comprises an examining module 820, a value assignment module 830, an action module 840, a translational language module 850, a database 860, and an I/O controller 870, all interconnected by link 5.

[064] In operation, an object is placed within the sensing area of the scanning/analyzing device 880. The scanning/analyzing device 880 can, for example, determine some preliminary identification of the object. For example, the scanning/analyzing device 880 can determine if the object is a piece of physical mail, an e-mail, an incoming phone call, content, or the like. Based on the sensed information, and in cooperation with the examining module 820, and the database 860, a preliminary identification of the object is made. Next, in cooperation with the I/O controller 870, the examining module 820 determines, for example, a graphical user interface that is forwarded to the user interface 890 to query a user for additional input regarding the sensed objected. For example, database 860 can store a plurality of profiles that are associated with objects that can be placed in the sensing area of the scanning/analyzing device 880. For example, as previously discussed in relation to Fig. 2, if a piece of physical mail, such as a letter, is placed in the sensing are of scanning/analyzing device 880, the graphical user interface presented to the user at interface 890, could be based on a profile and include, for example, the "To" "From" "Deliver" and "Type" fields which prompt the user for additional information that will be associated with the value matrix.

[065] These basic concepts regarding the profile associated with the sensed object can be expanded to include, for example, profiles associated within incoming calls, profiles associate with content, profiles with electronic communications or information, or the like. Thus, the combination of sensed information in supplemented by information input by user via user interface 890 allows the action determination module 810 to determine, for example, an action such as classification, a delivery method, a routing, an action, or the like, for the sensed object. [066] In particular, upon receiving the supplemental information via the user interface 890, the value assignment module 830, in cooperation with the database 860 and the I/O controller, associates the input information with characteristics that further define the object. Having received the sensed and supplemental information, the value assignment module 830, in cooperation with the translational language module 850 determines, if possible, an appropriate action for the object. Alternatively, if, for example, the value assignment module 830 queries the translational language module 850 for an action, and action is unable to be determined with the current amount of available information, the value assignment module 830, in cooperation with the examining module 820, can request further information from the user.

[067] However, provided that there is sufficient information for action determination, the translational language module 850 applies a set of rules, such as handling procedures, to the values assembled in value matrix by the value assignment module 830. Having determined an appropriate action, such as a handling procedure, the translational language module 850, in cooperation with the action module 840, assigns an action to be taken with respect to the object. For example, the action can indicate to a user, what the user should do with the object. Alternatively, the process can be automated in that the action module 840 outputs the necessary instructions to control one or more devices that control one or more actions associated with the object. For example, in a simply embodiment, the actions can define the instructions associated with a mail sorting machine. As an alternative, an instruction can be placed on the user interface 890 that tells the user, such as an operator at a customer relations management call center, that an incoming call should be routed to, for example, a technical support specialist.

[068] For example, in a content management environment, a book can be placed in the sensing area of the scanning/analyzing device 880. A user can then be queried for additional information, such as title, author and volume. Based on this information, the translational language module can determine a handling procedure, usage rights, accessibility (based on a security profile), or the like, such as returning the book to the shelves, placing a book on a reserved shelf, or the like.

[069] As an alternative, for example, an operator at a customer relations management call center, as discussed above, can use the object management system 800 to assist in, for example, handling aspects of customer relations management and, for example, routing of content/information to the appropriate individual and/or department. For example, if a call is received, the sensed information may be the caller ID and/or name associated with the telephone number from which the call is being made. Then, the examining module 820, in cooperation with data base 860 and I/O controller 870 can determine, for example by querying a database to see if the caller is a customer who has made a recent purchase, an appropriate graphical user interface to display on the user interface 890. For example, the graphical user interface can have drop downs that correspond to, for example, departments within a department store such as: customer service, hardware, electronics, clothing, or the like. Then, upon the user selecting a "department," further graphical interfaces can be dynamically populated to request additional information about the "object," which in this case is an incoming call. This process continues until sufficient information has been assembled in the value matrix to which a rule can be applied.

[070] Other exemplary systems that can be augmented by the object management system include but are not limited to usage rights systems, classification systems, object handling systems, warehouse management systems, records management systems, data handling systems, content providing systems, document handling systems, document archiving systems, indexing systems, such as web crawlers and spiders, access control system.

[071] Likewise, these basic concepts can be applied to e-mail and response management systems. For example, the rules applied by the translation language module 850 can allow, for example, real-time dynamic processing of e-mails. For example, basic information such as date, time and sender can be sensed by the scanning/analyzing device 880. Then, for example, based on this basic information, the user can be prompted via a dedicated graphical user interface on user interface 890, to supply supplemental information that will be associated with the value matrix. For example, a user, upon scanning the e-mail, may be able to obtain information that the automated scanning/analyzing device 880 is unable to obtain. Therefore, a user can quickly tell whether the e-mail is requesting a meeting, requesting information, scheduling a telephone conference, or the like, which can then be appropriately assigned an action item, for example, populating a calendar with the meeting, assigning a task to reply to the information request, or the like.

[072] Fig. 9 illustrates an exemplary method of operation for the object management system. In particular, control begins in step S900 and continues to step S910. In step S910, the object is examined to obtain preliminary information. Next, in step S920, preliminary characteristics are assigned to the object based on the initial examination. Then, in step S930, a graphical user interface is determined for requesting additional information about the object. Control then continues to step S940.

[073] In step S940, the value matrix is assembled based on information input from a user at the graphical user interface. Next, in step S950, a determination is made whether sufficient information has been assembled in the value matrix such that the translational language can be applied. If sufficient information is present, control jumps to step S980. Otherwise, control continues to step S960 where the user is prompted for additional information. For example, as discussed above, additional or supplemental graphical user interfaces can be generated and displayed to the user. This information is then associated in step S970 with one or more characteristics and in step S940 assembled into the value matrix.

[074] In step S980, the translational language is applied based on the values in the matrix and rules. Next, in step S990, one or more actions are associated with the object. The actions of step S990 can include any type of categorization, classification, or other actions and can be processed by any type of system. The step of assigning an action can include communicating the action to any type of object management system, such as a CRM system. Object management criteria can be developed based on the translational language and/or an automated mechanism of the object management system. Control then continues to step S1000 where the control sequence ends.

[075] The invention provides organizational knowledge of and control over the communication/handling functions of various objects. An intelligent and preplanned system can be constructed and evolved through rules. An agent need not have a great deal of experience or training to handle communication efficiently and effectively. Rules can be defined for handling communications based on the assigned values. Further, the exemplary embodiment is transparent to the originating party of the communications. The invention can be implemented on any type of computer, such as a personal computer, a mini computer, or via a computer system, such as a client server architecture. Any type of interface can be used to collect data and the data can be stored in any format or manner. The invention can be used for a single organization, part of an organization, or for handling all calls for plural organizations. The method can be used for managing any type of communication. For example, the invention can be used to handle facsimile messages or other printed documents, electronic mail messages, instant electronic messages, packages, or any other human readable or computer readable communication. The various procedures of the invention can be accomplished through automated means or by a human. For example, the communication can be scanned and parsed by a computer and values can be assigned automatically. Handling of communications can be accomplished over electronic channels or through physical transportation of the communication.

[076] The invention provides organizational knowledge of and control over the communication management function. An intelligent and preplanned system can be constructed and evolved through rules. An agent need not have a great deal of experience or training to handle communications efficiently and effectively. Further unnecessary physical contact with the communication can be minimized to reduce potential harm due to explosives, biohazards, or other harmful contents.

[077] The above-described object handling system can be implemented on a specifically programmed computer, or on a separate programmed general purpose computer having an associated scanning and user input device. Additionally, the systems and methods of this invention can be implemented on a special purpose computer, a programmed microprocessor or microcontroller and peripheral integrated circuit element(s), an ASIC or other integrated circuit, a digital signal processor, a hard-wired electronic or logic circuit such as discrete element circuit, a programmable logic device such as PLD, PLA, FPGA, PAL, or the like. In general, any device capable of implementing a state machine that is in turn capable of implementing the flowcharts illustrated herein can be used to implement the various object handling methods according to this invention.

[078] Furthermore, the disclosed methods may be readily implemented in software using object or object-oriented software development environments that provide portable source code that can be used on a variety of computer or workstation platforms. Alternatively, the disclosed object handling system may be implemented partially or fully in hardware using standard logic circuits or VLSI design. Whether software or hardware is used to implement the systems in accordance with this invention is dependent on the speed and/or efficiency requirements of the system, the particular function, and the particular software or hardware systems or microprocessor or microcomputer systems being utilized. The object handling systems and methods illustrated herein however can be readily implemented in hardware and/or software using any known or later developed systems or structures, devices and/or software by those of ordinary skill in the applicable art from the functional description provided herein and with a general basic knowledge of the computer and telecommunications arts. [079] Moreover, the disclosed methods may be readily implemented in software executed on programmed general purpose computer, a special purpose computer, a microprocessor, or the like. In these instances, the systems and methods of this invention can be implemented as program embedded on personal computer such as JAVA® or CGI script, as a resource residing on a server or workstation, as a routine embedded in a dedicated object handling system, or the like. The object handling system can also be implemented by physically incorporating the system and method into a software and/or hardware system, such as the hardware and software systems of an object processing system.

[080] It is, therefore, apparent that there has been provided, in accordance with the present invention, systems and methods for object handling. While this invention has been described in conjunction with a number of embodiments, it is evident that many alternatives, modifications and variations would be or are apparent to those of ordinary skill in the applicable arts. Accordingly, it is intended to embrace all such alternatives, modifications, equivalents and variations that are within the spirit and scope of this invention.

Claims

We Claim:

1. A method of augmenting an object management system utilizing input related to an object to be acted upon comprising:

examining at least one predetermined characteristic of an object;

assigning at least one value corresponding to at least one of the characteristics;

applying a translational language to at least one of the values; and

assigning an action to the object based at least on the results of the applying step.

2. The method of claim 1 , wherein said applying step comprises assigning one or more of a plurality of predetermined values to corresponding ones of the predetermined characteristics.

3. The method of claim 1 , wherein the assigning step comprises prompting an user to select one or more values for each of the at least one characteristic.

4. The method of claim 1 , wherein the assigning step comprises assigning management criteria based on the results of both said applying step and at least one automated mechanism.

5. The method of claim 4, wherein said automated mechanism is a content management system.

6. The method of claim 4, wherein said automated mechanism is a customer relationship management system.

7. The method of claim 4, wherein said automated mechanism is an electronic mail response system.

8. The method of claim 1 , wherein the object is associated with an indexing system.

9. The method of claim 1 , wherein the object is associated with a security system.

10. The method of claim 1 , wherein the object is associated with a classification system.

11. The method of claim 1 , wherein the object is associated with a rights management system.

12. An object management system utilizing input related to an object to be acted upon comprising:

an analyzing device that examines at least one predetermined characteristic of an object;

a value assignment module that assigns at least one value corresponding to at least one of the characteristics;

a translational language module that applies a translational language to at least one of the values; and

an action module that assigns an action to the object based at least on the results of the applying step.

13. The system of claim 12, wherein the translational language module assigns one or more of a plurality of predetermined values to corresponding ones of the_t predetermined characteristics.

14. The system of claim 12, wherein the value assignment module prompts an user to select one or more values for each of the at least one characteristic.

15. The system of claim 12, wherein the value assignment module assigns management criteria based on the results of both the application of the translational language and at least one automated mechanism.

16. The system of claim 15, wherein said automated mechanism is a content management system.

17. The system of claim 15, wherein said automated mechanism is a customer relationship management system.

18. The system of claim 15, wherein said automated mechanism is an electronic mail response system.

19. The system of claim 12, wherein the object is associated with an indexing system.

20. The system of claim 12, wherein the object is associated with a security system.

21. The system of claim 12, wherein the object is associated with a classification system.

22. The system of claim 12, wherein the object is associated with a rights management system.

23. A system that augments an object management system utilizing input related to an object to be acted upon comprising:

means for examining at least one predetermined characteristic of an object; means for assigning at least one value corresponding to at least one of the characteristics;

means for applying a translational language to at least one of the values; and

means for assigning an action to the object based at least on the results of the applying step.

24. The system of claim 23, wherein said applying step comprises assigning one or more of a plurality of predetermined values to corresponding ones of the predetermined characteristics.

25. The system of claim 23, wherein the assigning step comprises prompting an user to select one or more values for each of the at least one characteristic.

26. The system of claim 23, wherein the assigning step comprises assigning management criteria based on the results of both said applying step and at least one automated mechanism.

27. The system of claim 26, wherein said automated mechanism is a content management system.

28. The system of claim 26, wherein said automated mechanism is a customer relationship management system.

29. The system of claim 26, wherein said automated mechanism is an electronic mail response system.

30. The system of claim 23, wherein the object is associated with an indexing system.

31. The system of claim 23, wherein the object is associated with a security system.

32. The system of claim 23, wherein the object is associated with a classification system.

33. The system of claim 23, wherein the object is associated with a rights management system.

34. An information storage media comprising information for augmenting an object management system utilizing input related to an object to be acted upon comprising:

information that examines at least one predetermined characteristic of an object;

information that assigns at least one value corresponding to at least one of the characteristics;

information that applies a translational language to at least one of the values; and

information that assigns an action to the object based at least on the results of the applying step.

35. The media of claim 34, wherein said applying information comprises information that assigns one or more of a plurality of predetermined values to corresponding ones of the predetermined characteristics.

36. The media of claim 34, wherein the assigning information comprises information that prompts an user to select one or more values for each of the at least one characteristic.

37. The media of claim 34, wherein the assigning information comprises information that assigns management criteria based on the results of both said applying step and at least one automated mechanism.

38. The media of claim 37, wherein said automated mechanism is a content management system.

39. The media of claim 37, wherein said automated mechanism is a customer relationship management system.

40. The media of claim 37, wherein said automated mechanism is an electronic mail response system.

41. The media of claim 34, wherein the object is associated with an indexing system.

42. The media of claim 34, wherein the object is associated with a security system.

43. The media of claim 34, wherein the object is associated with a classification system.

44. The media of claim 34, wherein the object is associated with a rights management system.