Hi,

I'm currently looking at the feasibility of developing a call centre system
using a combination of biztalk, infopath and sharepoint (as the biggest
requirement is that we elegantly integrate a whole of host of existing
systems together into top notch processes).  The question I have, though, is
around giving the agent access to any orchestrations that may already be
running for a given caller.  The scenario is this:

1) A caller calls the call centre and starts the process of applying for a
given product
2) There are stages in this process where the caller has the opportunity to
pause the process for a period in order to consider whether they want to
proceed (or alternatively they may have started a complaint process which
lasts beyond the length of the call etc)
3) The caller calls again some period later
4) As well as looking the customer up on various databases I would like to
see what processes are currently running in Biztalk for that person (so that
when they call back we know what processes they are currently engaged in and
at what point).  In addition because the caller may not be a customer at all
yet the only data we hold about them may be the xml meesages in the processe
s
(we don't want to store it separately from the process when they are not a
customer for data protection reasons)
5) We then continue a chosen process from the stage that it is in

I guess there are three main questions: how do I find what processes are
currently running for a given person? how do we view the stage of the proces
s
if they are merely enquiring (kind of like HAT but more friendly)? how do we
continue with the process from the stage that it was paused?

At the current time I only really have an idea about the third question - I
was thinking of maybe pushing an Infopath document to Sharepoint which
contained the current state of an application which could then be retrieved
and used to invoke the next stage of the process when they call back.  This
doesn't seem very elegant, though, and would result in my storing the proces
s
data in SP as well as BT.

Any ideas greatly appreciated!

Ian

P.S.  I'm using SP as the portal for the agents and thus I'd ideally like
the retrieved data about what orchestrations are running and their progress
to be in a web part.

[ Post a follow-up to this message ]

Hi Ian, you could probably implement this using BAM.  Take a look at the
Business Activity Monitoring topics in the help file along with the SDK
samples.

Larry Franks

This posting is provided "AS IS" with no warranties,and confers no rights.
Subscribe at
http://support.microsoft.com/defaul...msdn/nospam.asp
&SD=msdn
--------------------
| Thread-Topic: Finding existing orchestrations
| thread-index: AcR7f4Aiqn90xKsFRlOEAdq3FM5zmA==
| X-WBNR-Posting-Host: 194.63.116.72
| From: examnotes
<ian.thomas@online.nospam>
| Subject: Finding existing orchestrations
| Date: Thu, 5 Aug 2004 23:35:01 -0700
| Lines: 44
| Message-ID: <E003A465-F4D3-4786-9ADC-D23D9EC5B15C@microsoft.com>
| MIME-Version: 1.0
| Content-Type: text/plain;
| 	charset="Utf-8"
| Content-Transfer-Encoding: 7bit
| X-Newsreader: Microsoft CDO for Windows 2000
| Content-Class: urn:content-classes:message
| Importance: normal
| Priority: normal
| X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
| Newsgroups: microsoft.public.biztalk.orchestration
| NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.1.29
| Path: cpmsftngxa06.phx.gbl!TK2MSFTNGXA03.phx.gbl
| Xref: cpmsftngxa06.phx.gbl microsoft.public.biztalk.orchestration:7567
| X-Tomcat-NG: microsoft.public.biztalk.orchestration
|
| Hi,
|
| I'm currently looking at the feasibility of developing a call centre
system
| using a combination of biztalk, infopath and sharepoint (as the biggest
| requirement is that we elegantly integrate a whole of host of existing
| systems together into top notch processes).  The question I have, though,
is
| around giving the agent access to any orchestrations that may already be
| running for a given caller.  The scenario is this:
|
| 1) A caller calls the call centre and starts the process of applying for
a
| given product
| 2) There are stages in this process where the caller has the opportunity
to
| pause the process for a period in order to consider whether they want to
| proceed (or alternatively they may have started a complaint process which
| lasts beyond the length of the call etc)
| 3) The caller calls again some period later
| 4) As well as looking the customer up on various databases I would like
to
| see what processes are currently running in Biztalk for that person (so
that
| when they call back we know what processes they are currently engaged in
and
| at what point).  In addition because the caller may not be a customer at
all
| yet the only data we hold about them may be the xml meesages in the
processes
| (we don't want to store it separately from the process when they are not
a
| customer for data protection reasons)
| 5) We then continue a chosen process from the stage that it is in
|
| I guess there are three main questions: how do I find what processes are
| currently running for a given person? how do we view the stage of the
process
| if they are merely enquiring (kind of like HAT but more friendly)? how do
we
| continue with the process from the stage that it was paused?
|
| At the current time I only really have an idea about the third question -
I
| was thinking of maybe pushing an Infopath document to Sharepoint which
| contained the current state of an application which could then be
retrieved
| and used to invoke the next stage of the process when they call back.
This
| doesn't seem very elegant, though, and would result in my storing the
process
| data in SP as well as BT.
|
| Any ideas greatly appreciated!
|
| Ian
|
| P.S.  I'm using SP as the portal for the agents and thus I'd ideally like
| the retrieved data about what orchestrations are running and their
progress
| to be in a web part.
|

[ Post a follow-up to this message ]

Larry,

Thanks for the response.

I think that you may be correct but am still unsure of how I would do this
following a reading of the SDK (which is more about getting BAM up and
running and sending events to BAM from .net).

If I needed to look for processes that were running based on someone's
surname and date of birth (for instance) then where would I start?  Would I
use the BAM web service to retrieve this data?  Would the surname and data o
f
birth need to be promoted properties (so that HAT can see them) or would
tracking them in the TPE be sufficient?  Could you point me at the API docs
for this?  Or would I query the database directly?  In either case does the
guid of the process come back with that information?  Even if I am able to
find the process how would I then continue it from the position that it's in
?

I guess one other question is given that I'm looking for information about
running processes should I be looking at the hat data or the bam data (or ar
e
they the same thing with different spins?)
Sorry for the bunch of questions but I'm not getting much from the
documentation!

Thanks again

Ian

""larry franks"" wrote:

> Hi Ian, you could probably implement this using BAM.  Take a look at the
> Business Activity Monitoring topics in the help file along with the SDK
> samples.
>
> Larry Franks
>
> This posting is provided "AS IS" with no warranties,and confers no rights.
> Subscribe at
> [url]http://support.microsoft.com/default.aspx?scid=/servicedesks/msdn/nospam.asp[/ur
l]
> &SD=msdn
> --------------------
> | Thread-Topic: Finding existing orchestrations
> | thread-index: AcR7f4Aiqn90xKsFRlOEAdq3FM5zmA==
> | X-WBNR-Posting-Host: 194.63.116.72
> | From: examnotes
> <ian.thomas@online.nospam>
> | Subject: Finding existing orchestrations
> | Date: Thu, 5 Aug 2004 23:35:01 -0700
> | Lines: 44
> | Message-ID: <E003A465-F4D3-4786-9ADC-D23D9EC5B15C@microsoft.com>
> | MIME-Version: 1.0
> | Content-Type: text/plain;
> | 	charset="Utf-8"
> | Content-Transfer-Encoding: 7bit
> | X-Newsreader: Microsoft CDO for Windows 2000
> | Content-Class: urn:content-classes:message
> | Importance: normal
> | Priority: normal
> | X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
> | Newsgroups: microsoft.public.biztalk.orchestration
> | NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.1.29
> | Path: cpmsftngxa06.phx.gbl!TK2MSFTNGXA03.phx.gbl
> | Xref: cpmsftngxa06.phx.gbl microsoft.public.biztalk.orchestration:7567
> | X-Tomcat-NG: microsoft.public.biztalk.orchestration
> |
> | Hi,
> |
> | I'm currently looking at the feasibility of developing a call centre
> system
> | using a combination of biztalk, infopath and sharepoint (as the biggest
> | requirement is that we elegantly integrate a whole of host of existing
> | systems together into top notch processes).  The question I have, though
,
> is
> | around giving the agent access to any orchestrations that may already be
> | running for a given caller.  The scenario is this:
> |
> | 1) A caller calls the call centre and starts the process of applying for
> a
> | given product
> | 2) There are stages in this process where the caller has the opportunity
> to
> | pause the process for a period in order to consider whether they want to
> | proceed (or alternatively they may have started a complaint process whic
h
> | lasts beyond the length of the call etc)
> | 3) The caller calls again some period later
> | 4) As well as looking the customer up on various databases I would like
> to
> | see what processes are currently running in Biztalk for that person (so
> that
> | when they call back we know what processes they are currently engaged in
> and
> | at what point).  In addition because the caller may not be a customer at
> all
> | yet the only data we hold about them may be the xml meesages in the
> processes
> | (we don't want to store it separately from the process when they are not
> a
> | customer for data protection reasons)
> | 5) We then continue a chosen process from the stage that it is in
> |
> | I guess there are three main questions: how do I find what processes are
> | currently running for a given person? how do we view the stage of the
> process
> | if they are merely enquiring (kind of like HAT but more friendly)? how d
o
> we
> | continue with the process from the stage that it was paused?
> |
> | At the current time I only really have an idea about the third question 
-
> I
> | was thinking of maybe pushing an Infopath document to Sharepoint which
> | contained the current state of an application which could then be
> retrieved
> | and used to invoke the next stage of the process when they call back.
> This
> | doesn't seem very elegant, though, and would result in my storing the
> process
> | data in SP as well as BT.
> |
> | Any ideas greatly appreciated!
> |
> | Ian
> |
> | P.S.  I'm using SP as the portal for the agents and thus I'd ideally lik
e
> | the retrieved data about what orchestrations are running and their
> progress
> | to be in a web part.
> |
>
>

[ Post a follow-up to this message ]

Go through the BAMEndToEnd sample, it's fairly simple and shows using BAM
to track data through multiple orchestrations.  Be sure to follow the
instructions in the help file on this as you do need to setup a tracking
profile for this to work.

After you've set this up and ran data through it successfully, open up the
the BAS website (http://server/sites/BASSite).
Go to the link on the left for Business Activity Search.  For the view
select the EndToEnd view (was created in the BAMEndToEnd sample) and add
the EndToEndActivity to selected activites and click next.
On the next screen select the entry for Data1 and progress and move them
over to the selected columns.  Click next.
Here in the field column select the data1 field, for condition set it to is
not empty, and finish.  We should get back a report of all documents where
data1 is not empty and the process stage.

In an example where we are actually searching for data like a username, you
would select the field and enter the username.

So general idea is: the data comes in, there's a custom pipeline with a
custom component which stamps each message with a unique ID.  We use this
to track the message as it flows between the orchestrations.  The data also
has a promoted property that we can use for tracking (and in the case of
using the BAS site, querying on the document.)
We setup a tracking profile where we associate pieces of the orchestrations
with stages.

It is a bit complicated but take a look at this sample and after you've ran
data through it do the search in the BAS website.  I think this is what you
are looking for.  Let me know if you have questions on this.

BAM and HAT are different views of our tracking data.  HAT comes at our
data from an admin view (what data in is waiting on something, why'd I get
an error, why isn't data flowing) while BAM is more from a business analyst
view (Where's the data in a particular flow).  BAM is intended to produce
more user friendly results, like the XLS sheets to view statistics on the
data you processed.

Larry Franks

This posting is provided "AS IS" with no warranties,and confers no rights.
Subscribe at
http://support.microsoft.com/defaul...msdn/nospam.asp
&SD=msdn
--------------------
| Thread-Topic: Finding existing orchestrations
| thread-index: AcR/axf2qrXh0EB5Q+KIyNU5FrY4tg==
| X-WBNR-Posting-Host: 194.63.116.72
| From: examnotes
<ian.thomas@online.nospam>
| References:  <E003A465-F4D3-4786-9ADC-D23D9EC5B15C@microsoft.com>
<fJ2mV3$eEHA.2380@cpmsftngxa06.phx.gbl>
| Subject: RE: Finding existing orchestrations
| Date: Tue, 10 Aug 2004 23:19:01 -0700
| Lines: 128
| Message-ID: <E60DAE76-F944-425F-A762-062A02C7C5BB@microsoft.com>
| MIME-Version: 1.0
| Content-Type: text/plain;
| 	charset="Utf-8"
| Content-Transfer-Encoding: 7bit
| X-Newsreader: Microsoft CDO for Windows 2000
| Content-Class: urn:content-classes:message
| Importance: normal
| Priority: normal
| X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
| Newsgroups: microsoft.public.biztalk.orchestration
| NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.1.29
| Path: cpmsftngxa06.phx.gbl!TK2MSFTNGXA03.phx.gbl
| Xref: cpmsftngxa06.phx.gbl microsoft.public.biztalk.orchestration:7641
| X-Tomcat-NG: microsoft.public.biztalk.orchestration
|
| Larry,
|
| Thanks for the response.
|
| I think that you may be correct but am still unsure of how I would do
this
| following a reading of the SDK (which is more about getting BAM up and
| running and sending events to BAM from .net).
|
| If I needed to look for processes that were running based on someone's
| surname and date of birth (for instance) then where would I start?  Would
I
| use the BAM web service to retrieve this data?  Would the surname and
data of
| birth need to be promoted properties (so that HAT can see them) or would
| tracking them in the TPE be sufficient?  Could you point me at the API
docs
| for this?  Or would I query the database directly?  In either case does
the
| guid of the process come back with that information?  Even if I am able
to
| find the process how would I then continue it from the position that it's
in?
|
| I guess one other question is given that I'm looking for information
about
| running processes should I be looking at the hat data or the bam data (or
are
| they the same thing with different spins?)
| Sorry for the bunch of questions but I'm not getting much from the
| documentation!
|
| Thanks again
|
| Ian
|
| ""larry franks"" wrote:
|
| > Hi Ian, you could probably implement this using BAM.  Take a look at
the
| > Business Activity Monitoring topics in the help file along with the SDK
| > samples.
| >
| > Larry Franks
| >
| > This posting is provided "AS IS" with no warranties,and confers no
rights.
| > Subscribe at
| >
http://support.microsoft.com/defaul...msdn/nospam.asp
| > &SD=msdn
| > --------------------
| > | Thread-Topic: Finding existing orchestrations
| > | thread-index: AcR7f4Aiqn90xKsFRlOEAdq3FM5zmA==
| > | X-WBNR-Posting-Host: 194.63.116.72
| > | From: examnotes
| > <ian.thomas@online.nospam>
| > | Subject: Finding existing orchestrations
| > | Date: Thu, 5 Aug 2004 23:35:01 -0700
| > | Lines: 44
| > | Message-ID: <E003A465-F4D3-4786-9ADC-D23D9EC5B15C@microsoft.com>
| > | MIME-Version: 1.0
| > | Content-Type: text/plain;
| > | 	charset="Utf-8"
| > | Content-Transfer-Encoding: 7bit
| > | X-Newsreader: Microsoft CDO for Windows 2000
| > | Content-Class: urn:content-classes:message
| > | Importance: normal
| > | Priority: normal
| > | X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
| > | Newsgroups: microsoft.public.biztalk.orchestration
| > | NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.1.29
| > | Path: cpmsftngxa06.phx.gbl!TK2MSFTNGXA03.phx.gbl
| > | Xref: cpmsftngxa06.phx.gbl microsoft.public.biztalk.orchestration:7567
| > | X-Tomcat-NG: microsoft.public.biztalk.orchestration
| > |
| > | Hi,
| > |
| > | I'm currently looking at the feasibility of developing a call centre
| > system
| > | using a combination of biztalk, infopath and sharepoint (as the
biggest
| > | requirement is that we elegantly integrate a whole of host of
existing
| > | systems together into top notch processes).  The question I have,
though,
| > is
| > | around giving the agent access to any orchestrations that may already
be
| > | running for a given caller.  The scenario is this:
| > |
| > | 1) A caller calls the call centre and starts the process of applying
for
| > a
| > | given product
| > | 2) There are stages in this process where the caller has the
opportunity
| > to
| > | pause the process for a period in order to consider whether they want
to
| > | proceed (or alternatively they may have started a complaint process
which
| > | lasts beyond the length of the call etc)
| > | 3) The caller calls again some period later
| > | 4) As well as looking the customer up on various databases I would
like
| > to
| > | see what processes are currently running in Biztalk for that person
(so
| > that
| > | when they call back we know what processes they are currently engaged
in
| > and
| > | at what point).  In addition because the caller may not be a customer
at
| > all
| > | yet the only data we hold about them may be the xml meesages in the
| > processes
| > | (we don't want to store it separately from the process when they are
not
| > a
| > | customer for data protection reasons)
| > | 5) We then continue a chosen process from the stage that it is in
| > |
| > | I guess there are three main questions: how do I find what processes
are
| > | currently running for a given person? how do we view the stage of the
| > process
| > | if they are merely enquiring (kind of like HAT but more friendly)?
how do
| > we
| > | continue with the process from the stage that it was paused?
| > |
| > | At the current time I only really have an idea about the third
question -
| > I
| > | was thinking of maybe pushing an Infopath document to Sharepoint
which
| > | contained the current state of an application which could then be
| > retrieved
| > | and used to invoke the next stage of the process when they call back.

| > This
| > | doesn't seem very elegant, though, and would result in my storing the
| > process
| > | data in SP as well as BT.
| > |
| > | Any ideas greatly appreciated!
| > |
| > | Ian
| > |
| > | P.S.  I'm using SP as the portal for the agents and thus I'd ideally
like
| > | the retrieved data about what orchestrations are running and their
| > progress
| > | to be in a web part.
| > |
| >
| >
|

[ Post a follow-up to this message ]

Larry,

Thanks for another comprehensive response.  My only remaining question,
however, is that I don't actually want the user to have to go to the BAS
search pages but rather to include the results of a search in a web part in 
a
sharepoint portal.  The scenario is basically that I have a sharepoint porta
l
for contact centre agents and within this is a webpart that collects data to
search the customer database when someone calls up based on surname and
postcode (zipcode?).  Another webpart is then connected to this which takes
that data and actually queries a web service to get matching people.  What I
would like to do is actually connect another webpart to the first one which
would search on the bam data to pull back information on any processes that
are currently in flight for that person as well.  I don't want the agent to
have to go to the bas site and do it separately though, but rather want to
connect to something (the bam web service?) in order to do this within the
portal.

Does that make more sense and would it be the bam api that i would use for
this?

Thanks again

Ian

""larry franks"" wrote:

> Go through the BAMEndToEnd sample, it's fairly simple and shows using BAM
> to track data through multiple orchestrations.  Be sure to follow the
> instructions in the help file on this as you do need to setup a tracking
> profile for this to work.
>
> After you've set this up and ran data through it successfully, open up the
> the BAS website (http://server/sites/BASSite).
> Go to the link on the left for Business Activity Search.  For the view
> select the EndToEnd view (was created in the BAMEndToEnd sample) and add
> the EndToEndActivity to selected activites and click next.
> On the next screen select the entry for Data1 and progress and move them
> over to the selected columns.  Click next.
> Here in the field column select the data1 field, for condition set it to i
s
> not empty, and finish.  We should get back a report of all documents where
> data1 is not empty and the process stage.
>
> In an example where we are actually searching for data like a username, yo
u
> would select the field and enter the username.
>
> So general idea is: the data comes in, there's a custom pipeline with a
> custom component which stamps each message with a unique ID.  We use this
> to track the message as it flows between the orchestrations.  The data als
o
> has a promoted property that we can use for tracking (and in the case of
> using the BAS site, querying on the document.)
> We setup a tracking profile where we associate pieces of the orchestration
s
> with stages.
>
> It is a bit complicated but take a look at this sample and after you've ra
n
> data through it do the search in the BAS website.  I think this is what yo
u
> are looking for.  Let me know if you have questions on this.
>
> BAM and HAT are different views of our tracking data.  HAT comes at our
> data from an admin view (what data in is waiting on something, why'd I get
> an error, why isn't data flowing) while BAM is more from a business analys
t
> view (Where's the data in a particular flow).  BAM is intended to produce
> more user friendly results, like the XLS sheets to view statistics on the
> data you processed.
>
> Larry Franks
>
> This posting is provided "AS IS" with no warranties,and confers no rights.
> Subscribe at
> [url]http://support.microsoft.com/default.aspx?scid=/servicedesks/msdn/nospam.asp[/ur
l]
> &SD=msdn
> --------------------
> | Thread-Topic: Finding existing orchestrations
> | thread-index: AcR/axf2qrXh0EB5Q+KIyNU5FrY4tg==
> | X-WBNR-Posting-Host: 194.63.116.72
> | From: examnotes
> <ian.thomas@online.nospam>
> | References:  <E003A465-F4D3-4786-9ADC-D23D9EC5B15C@microsoft.com>
> <fJ2mV3$eEHA.2380@cpmsftngxa06.phx.gbl>
> | Subject: RE: Finding existing orchestrations
> | Date: Tue, 10 Aug 2004 23:19:01 -0700
> | Lines: 128
> | Message-ID: <E60DAE76-F944-425F-A762-062A02C7C5BB@microsoft.com>
> | MIME-Version: 1.0
> | Content-Type: text/plain;
> | 	charset="Utf-8"
> | Content-Transfer-Encoding: 7bit
> | X-Newsreader: Microsoft CDO for Windows 2000
> | Content-Class: urn:content-classes:message
> | Importance: normal
> | Priority: normal
> | X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
> | Newsgroups: microsoft.public.biztalk.orchestration
> | NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.1.29
> | Path: cpmsftngxa06.phx.gbl!TK2MSFTNGXA03.phx.gbl
> | Xref: cpmsftngxa06.phx.gbl microsoft.public.biztalk.orchestration:7641
> | X-Tomcat-NG: microsoft.public.biztalk.orchestration
> |
> | Larry,
> |
> | Thanks for the response.
> |
> | I think that you may be correct but am still unsure of how I would do
> this
> | following a reading of the SDK (which is more about getting BAM up and
> | running and sending events to BAM from .net).
> |
> | If I needed to look for processes that were running based on someone's
> | surname and date of birth (for instance) then where would I start?  Woul
d
> I
> | use the BAM web service to retrieve this data?  Would the surname and
> data of
> | birth need to be promoted properties (so that HAT can see them) or would
> | tracking them in the TPE be sufficient?  Could you point me at the API
> docs
> | for this?  Or would I query the database directly?  In either case does
> the
> | guid of the process come back with that information?  Even if I am able
> to
> | find the process how would I then continue it from the position that it'
s
> in?
> |
> | I guess one other question is given that I'm looking for information
> about
> | running processes should I be looking at the hat data or the bam data (o
r
> are
> | they the same thing with different spins?)
> | Sorry for the bunch of questions but I'm not getting much from the
> | documentation!
> |
> | Thanks again
> |
> | Ian
> |
> | ""larry franks"" wrote:
> |
> | > Hi Ian, you could probably implement this using BAM.  Take a look at
> the
> | > Business Activity Monitoring topics in the help file along with the SD
K
> | > samples.
> | >
> | > Larry Franks
> | >
> | > This posting is provided "AS IS" with no warranties,and confers no
> rights.
> | > Subscribe at
> | >
> [url]http://support.microsoft.com/default.aspx?scid=/servicedesks/msdn/nospam.asp[/ur
l]
> | > &SD=msdn
> | > --------------------
> | > | Thread-Topic: Finding existing orchestrations
> | > | thread-index: AcR7f4Aiqn90xKsFRlOEAdq3FM5zmA==
> | > | X-WBNR-Posting-Host: 194.63.116.72
> | > | From: examnotes
> | > <ian.thomas@online.nospam>
> | > | Subject: Finding existing orchestrations
> | > | Date: Thu, 5 Aug 2004 23:35:01 -0700
> | > | Lines: 44
> | > | Message-ID: <E003A465-F4D3-4786-9ADC-D23D9EC5B15C@microsoft.com>
> | > | MIME-Version: 1.0
> | > | Content-Type: text/plain;
> | > | 	charset="Utf-8"
> | > | Content-Transfer-Encoding: 7bit
> | > | X-Newsreader: Microsoft CDO for Windows 2000
> | > | Content-Class: urn:content-classes:message
> | > | Importance: normal
> | > | Priority: normal
> | > | X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
> | > | Newsgroups: microsoft.public.biztalk.orchestration
> | > | NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.1.29
> | > | Path: cpmsftngxa06.phx.gbl!TK2MSFTNGXA03.phx.gbl
> | > | Xref: cpmsftngxa06.phx.gbl microsoft.public.biztalk.orchestration:75
67
> | > | X-Tomcat-NG: microsoft.public.biztalk.orchestration
> | > |
> | > | Hi,
> | > |
> | > | I'm currently looking at the feasibility of developing a call centre
> | > system
> | > | using a combination of biztalk, infopath and sharepoint (as the
> biggest
> | > | requirement is that we elegantly integrate a whole of host of
> existing
> | > | systems together into top notch processes).  The question I have,
> though,
> | > is
> | > | around giving the agent access to any orchestrations that may alread
y
> be
> | > | running for a given caller.  The scenario is this:
> | > |
> | > | 1) A caller calls the call centre and starts the process of applying
> for
> | > a
> | > | given product
> | > | 2) There are stages in this process where the caller has the
> opportunity
> | > to
> | > | pause the process for a period in order to consider whether they wan
t
> to
> | > | proceed (or alternatively they may have started a complaint process
> which
> | > | lasts beyond the length of the call etc)
> | > | 3) The caller calls again some period later
> | > | 4) As well as looking the customer up on various databases I would
> like
> | > to
> | > | see what processes are currently running in Biztalk for that person
> (so
> | > that
> | > | when they call back we know what processes they are currently engage
d
> in
> | > and
> | > | at what point).  In addition because the caller may not be a custome
r
> at
> | > all
> | > | yet the only data we hold about them may be the xml meesages in the
> | > processes
> | > | (we don't want to store it separately from the process when they are
> not
> | > a
> | > | customer for data protection reasons)
> | > | 5) We then continue a chosen process from the stage that it is in
> | > |
> | > | I guess there are three main questions: how do I find what processes
> are
> | > | currently running for a given person? how do we view the stage of th
e
> | > process
> | > | if they are merely enquiring (kind of like HAT but more friendly)?
> how do
> | > we
> | > | continue with the process from the stage that it was paused?
> | > |
> | > | At the current time I only really have an idea about the third
> question -
> | > I
> | > | was thinking of maybe pushing an Infopath document to Sharepoint
> which
> | > | contained the current state of an application which could then be
> | > retrieved
> | > | and used to invoke the next stage of the process when they call back
.
>
> | > This
> | > | doesn't seem very elegant, though, and would result in my storing th
e
> | > process
> | > | data in SP as well as BT.
> | > |
> | > | Any ideas greatly appreciated!
> | > |
> | > | Ian
> | > |
> | > | P.S.  I'm using SP as the portal for the agents and thus I'd ideally
> like
> | > | the retrieved data about what orchestrations are running and their
> | > progress
> | > | to be in a web part.
> | > |
> | >
> | >
> |
>
>

[ Post a follow-up to this message ]

Hi Ian, for what you are looking for I would recommend querying against the
SQL view created for the tracking profile.  In the sample I mentioned,
EndToEnd, we create a view in the BAMPrimaryImport database.  The view is
named bam_EndToEnd_ViewEndToEndActivity_View.  From looking through the
code of the BAS site this is all that it seems to do is query the view that
is created by BAM.

You can find information on querying the BAM data in the BizTalk help file
by going to:
SDK\Programming Business Activity Monitoring\About BAM Dynamic
Infrastructure\Querying BAM DATA

Please let me know if you have questions on this.

Larry Franks

This posting is provided "AS IS" with no warranties,and confers no rights.
Subscribe at
http://support.microsoft.com/defaul...msdn/nospam.asp
&SD=msdn
--------------------
| Thread-Topic: Finding existing orchestrations
| thread-index: AcSATNoE8CU17hJcSDyBiyW+s2dSLg==
| X-WBNR-Posting-Host: 81.155.252.147
| From: examnotes
<ian.thomas@online.nospam>
| References:  <E003A465-F4D3-4786-9ADC-D23D9EC5B15C@microsoft.com>
<fJ2mV3$eEHA.2380@cpmsftngxa06.phx.gbl>
<E60DAE76-F944-425F-A762-062A02C7C5BB@microsoft.com>
<$odC2k7fEHA.1200@cpmsftngxa06.phx.gbl>
| Subject: RE: Finding existing orchestrations
| Date: Thu, 12 Aug 2004 02:15:03 -0700
| Lines: 259
| Message-ID: <E6D4E823-FE06-4E34-A329-EAE0244DF299@microsoft.com>
| MIME-Version: 1.0
| Content-Type: text/plain;
| 	charset="Utf-8"
| Content-Transfer-Encoding: 7bit
| X-Newsreader: Microsoft CDO for Windows 2000
| Content-Class: urn:content-classes:message
| Importance: normal
| Priority: normal
| X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
| Newsgroups: microsoft.public.biztalk.orchestration
| NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.1.29
| Path: cpmsftngxa06.phx.gbl!TK2MSFTNGXA03.phx.gbl
| Xref: cpmsftngxa06.phx.gbl microsoft.public.biztalk.orchestration:7663
| X-Tomcat-NG: microsoft.public.biztalk.orchestration
|
| Larry,
|
| Thanks for another comprehensive response.  My only remaining question,
| however, is that I don't actually want the user to have to go to the BAS
| search pages but rather to include the results of a search in a web part
in a
| sharepoint portal.  The scenario is basically that I have a sharepoint
portal
| for contact centre agents and within this is a webpart that collects data
to
| search the customer database when someone calls up based on surname and
| postcode (zipcode?).  Another webpart is then connected to this which
takes
| that data and actually queries a web service to get matching people.
What I
| would like to do is actually connect another webpart to the first one
which
| would search on the bam data to pull back information on any processes
that
| are currently in flight for that person as well.  I don't want the agent
to
| have to go to the bas site and do it separately though, but rather want
to
| connect to something (the bam web service?) in order to do this within
the
| portal.
|
| Does that make more sense and would it be the bam api that i would use
for
| this?
|
| Thanks again
|
| Ian
|
| ""larry franks"" wrote:
|
| > Go through the BAMEndToEnd sample, it's fairly simple and shows using
BAM
| > to track data through multiple orchestrations.  Be sure to follow the
| > instructions in the help file on this as you do need to setup a
tracking
| > profile for this to work.
| >
| > After you've set this up and ran data through it successfully, open up
the
| > the BAS website (http://server/sites/BASSite).
| > Go to the link on the left for Business Activity Search.  For the view
| > select the EndToEnd view (was created in the BAMEndToEnd sample) and
add
| > the EndToEndActivity to selected activites and click next.
| > On the next screen select the entry for Data1 and progress and move
them
| > over to the selected columns.  Click next.
| > Here in the field column select the data1 field, for condition set it
to is
| > not empty, and finish.  We should get back a report of all documents
where
| > data1 is not empty and the process stage.
| >
| > In an example where we are actually searching for data like a username,
you
| > would select the field and enter the username.
| >
| > So general idea is: the data comes in, there's a custom pipeline with a
| > custom component which stamps each message with a unique ID.  We use
this
| > to track the message as it flows between the orchestrations.  The data
also
| > has a promoted property that we can use for tracking (and in the case
of
| > using the BAS site, querying on the document.)
| > We setup a tracking profile where we associate pieces of the
orchestrations
| > with stages.
| >
| > It is a bit complicated but take a look at this sample and after you've
ran
| > data through it do the search in the BAS website.  I think this is what
you
| > are looking for.  Let me know if you have questions on this.
| >
| > BAM and HAT are different views of our tracking data.  HAT comes at our
| > data from an admin view (what data in is waiting on something, why'd I
get
| > an error, why isn't data flowing) while BAM is more from a business
analyst
| > view (Where's the data in a particular flow).  BAM is intended to
produce
| > more user friendly results, like the XLS sheets to view statistics on
the
| > data you processed.
| >
| > Larry Franks
| >
| > This posting is provided "AS IS" with no warranties,and confers no
rights.
| > Subscribe at
| >
http://support.microsoft.com/defaul...msdn/nospam.asp
| > &SD=msdn
| > --------------------
| > | Thread-Topic: Finding existing orchestrations
| > | thread-index: AcR/axf2qrXh0EB5Q+KIyNU5FrY4tg==
| > | X-WBNR-Posting-Host: 194.63.116.72
| > | From: examnotes
| > <ian.thomas@online.nospam>
| > | References:  <E003A465-F4D3-4786-9ADC-D23D9EC5B15C@microsoft.com>
| > <fJ2mV3$eEHA.2380@cpmsftngxa06.phx.gbl>
| > | Subject: RE: Finding existing orchestrations
| > | Date: Tue, 10 Aug 2004 23:19:01 -0700
| > | Lines: 128
| > | Message-ID: <E60DAE76-F944-425F-A762-062A02C7C5BB@microsoft.com>
| > | MIME-Version: 1.0
| > | Content-Type: text/plain;
| > | 	charset="Utf-8"
| > | Content-Transfer-Encoding: 7bit
| > | X-Newsreader: Microsoft CDO for Windows 2000
| > | Content-Class: urn:content-classes:message
| > | Importance: normal
| > | Priority: normal
| > | X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
| > | Newsgroups: microsoft.public.biztalk.orchestration
| > | NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.1.29
| > | Path: cpmsftngxa06.phx.gbl!TK2MSFTNGXA03.phx.gbl
| > | Xref: cpmsftngxa06.phx.gbl microsoft.public.biztalk.orchestration:7641
| > | X-Tomcat-NG: microsoft.public.biztalk.orchestration
| > |
| > | Larry,
| > |
| > | Thanks for the response.
| > |
| > | I think that you may be correct but am still unsure of how I would do
| > this
| > | following a reading of the SDK (which is more about getting BAM up
and
| > | running and sending events to BAM from .net).
| > |
| > | If I needed to look for processes that were running based on
someone's
| > | surname and date of birth (for instance) then where would I start?
Would
| > I
| > | use the BAM web service to retrieve this data?  Would the surname and
| > data of
| > | birth need to be promoted properties (so that HAT can see them) or
would
| > | tracking them in the TPE be sufficient?  Could you point me at the
API
| > docs
| > | for this?  Or would I query the database directly?  In either case
does
| > the
| > | guid of the process come back with that information?  Even if I am
able
| > to
| > | find the process how would I then continue it from the position that
it's
| > in?
| > |
| > | I guess one other question is given that I'm looking for information
| > about
| > | running processes should I be looking at the hat data or the bam data
(or
| > are
| > | they the same thing with different spins?)
| > | Sorry for the bunch of questions but I'm not getting much from the
| > | documentation!
| > |
| > | Thanks again
| > |
| > | Ian
| > |
| > | ""larry franks"" wrote:
| > |
| > | > Hi Ian, you could probably implement this using BAM.  Take a look
at
| > the
| > | > Business Activity Monitoring topics in the help file along with the
SDK
| > | > samples.
| > | >
| > | > Larry Franks
| > | >
| > | > This posting is provided "AS IS" with no warranties,and confers no
| > rights.
| > | > Subscribe at
| > | >
| >
http://support.microsoft.com/defaul...msdn/nospam.asp
| > | > &SD=msdn
| > | > --------------------
| > | > | Thread-Topic: Finding existing orchestrations
| > | > | thread-index: AcR7f4Aiqn90xKsFRlOEAdq3FM5zmA==
| > | > | X-WBNR-Posting-Host: 194.63.116.72
| > | > | From: examnotes
| > | > <ian.thomas@online.nospam>
| > | > | Subject: Finding existing orchestrations
| > | > | Date: Thu, 5 Aug 2004 23:35:01 -0700
| > | > | Lines: 44
| > | > | Message-ID: <E003A465-F4D3-4786-9ADC-D23D9EC5B15C@microsoft.com>
| > | > | MIME-Version: 1.0
| > | > | Content-Type: text/plain;
| > | > | 	charset="Utf-8"
| > | > | Content-Transfer-Encoding: 7bit
| > | > | X-Newsreader: Microsoft CDO for Windows 2000
| > | > | Content-Class: urn:content-classes:message
| > | > | Importance: normal
| > | > | Priority: normal
| > | > | X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.0
| > | > | Newsgroups: microsoft.public.biztalk.orchestration
| > | > | NNTP-Posting-Host: TK2MSFTNGXA03.phx.gbl 10.40.1.29
| > | > | Path: cpmsftngxa06.phx.gbl!TK2MSFTNGXA03.phx.gbl
| > | > | Xref: cpmsftngxa06.phx.gbl
microsoft.public.biztalk.orchestration:7567
| > | > | X-Tomcat-NG: microsoft.public.biztalk.orchestration
| > | > |
| > | > | Hi,
| > | > |
| > | > | I'm currently looking at the feasibility of developing a call
centre
| > | > system
| > | > | using a combination of biztalk, infopath and sharepoint (as the
| > biggest
| > | > | requirement is that we elegantly integrate a whole of host of
| > existing
| > | > | systems together into top notch processes).  The question I have,
| > though,
| > | > is
| > | > | around giving the agent access to any orchestrations that may
already
| > be
| > | > | running for a given caller.  The scenario is this:
| > | > |
| > | > | 1) A caller calls the call centre and starts the process of
applying
| > for
| > | > a
| > | > | given product
| > | > | 2) There are stages in this process where the caller has the
| > opportunity
| > | > to
| > | > | pause the process for a period in order to consider whether they
want
| > to
| > | > | proceed (or alternatively they may have started a complaint
process
| > which
| > | > | lasts beyond the length of the call etc)
| > | > | 3) The caller calls again some period later
| > | > | 4) As well as looking the customer up on various databases I
would
| > like
| > | > to
| > | > | see what processes are currently running in Biztalk for that
person
| > (so
| > | > that
| > | > | when they call back we know what processes they are currently
engaged
| > in
| > | > and
| > | > | at what point).  In addition because the caller may not be a
customer
| > at
| > | > all
| > | > | yet the only data we hold about them may be the xml meesages in
the
| > | > processes
| > | > | (we don't want to store it separately from the process when they
are
| > not
| > | > a
| > | > | customer for data protection reasons)
| > | > | 5) We then continue a chosen process from the stage that it is in
| > | > |
| > | > | I guess there are three main questions: how do I find what
processes
| > are
| > | > | currently running for a given person? how do we view the stage of
the
| > | > process
| > | > | if they are merely enquiring (kind of like HAT but more
friendly)?
| > how do
| > | > we
| > | > | continue with the process from the stage that it was paused?
| > | > |
| > | > | At the current time I only really have an idea about the third
| > question -
| > | > I
| > | > | was thinking of maybe pushing an Infopath document to Sharepoint
| > which
| > | > | contained the current state of an application which could then be
| > | > retrieved
| > | > | and used to invoke the next stage of the process when they call
back.
| >
| > | > This
| > | > | doesn't seem very elegant, though, and would result in my storing
the
| > | > process
| > | > | data in SP as well as BT.
| > | > |
| > | > | Any ideas greatly appreciated!
| > | > |
| > | > | Ian
| > | > |
| > | > | P.S.  I'm using SP as the portal for the agents and thus I'd
ideally
| > like
| > | > | the retrieved data about what orchestrations are running and
their
| > | > progress
| > | > | to be in a web part.
| > | > |
| > | >
| > | >
| > |
| >
| >
|

[ Post a follow-up to this message ]