Capgemini / 2003
Getting the next case right
Workflow integration for wireless number portability, followed by a way to put the most pressing case in front of an agent.
An urgent case becomes the next action
- Porting requestsIncoming case queue
- PL/SQLUrgency-based prioritization
- Amdocs ClarifyGet me the next case
Incoming wireless-porting requests needed timely handling after launch.
Read the complete architecture & boundaries
The post-launch prioritization component. Earlier workflow work used MQSeries and Vitria, followed by TIBCO work; those tools are not asserted to share this runtime path.
- Receive the request. Incoming wireless-porting requests needed timely handling after launch.
- Evaluate urgency. Vivek built a PL/SQL system that prioritized requests against urgency windows.
- Put the next case in reach. Integration with Amdocs Clarify powered the agent’s next-case action.
THE PROBLEM
What needed to change.
Porting workflows crossed systems. After launch, agents also needed a way to choose the most urgent request from the case queue.
MY CONTRIBUTION
Where I came in.
I architected and implemented integration/workflow components using MQSeries and Vitria, later worked with TIBCO, and built the post-launch PL/SQL prioritization system.
I was part of an approximately 40-person team delivering the portability workflow for Sprint; I did not architect the entire program.
THE APPROACH
How it came together.
- Build integration and workflow components within the broader portability program.
- After launch, evaluate incoming porting requests against urgency windows using PL/SQL.
- Integrate prioritization with Amdocs Clarify CRM so agents could request the next most pressing case.
THE OUTCOME
What the work made possible.
The “get me the next case” action gave agents the most pressing case according to the prioritization system. Exact urgency rules and measured service effects are not claimed.
Technical & implementation detail
Technologies described in this account: MQSeries, Vitria, TIBCO, PL/SQL, Amdocs Clarify.
The program’s integration/workflow work involved MQSeries and Vitria, with later TIBCO work. The post-launch prioritization component used PL/SQL and integrated with Amdocs Clarify. These are two connected phases, not a claim that every tool sat in one runtime path.
The accompanying visual is a simplified explanation. It is not a production screenshot or a complete implementation specification.