Patent ID: 7460654

Claim:
A method for processing an enterprise message comprising: maintaining a plurality of rules, each rule specifying a triggering event, conditional criteria, zero or more exceptions, and an action; detecting an occurring event for an enterprise message, the enterprise message comprising a voice message and categorization data, the categorization data elicited from a user during an interactive session in which the voice message is received from the user, the categorization data classifying the voice message according to its content and specifying at least one association between the voice message and information maintained in a data system, the categorization data comprising at least one field corresponding to customer relationship management information maintained in the data system; determining whether the occurring event matches the triggering event specified for a selected one of the rules; if the occurring event matches the triggering event for the selected rule, determining whether the categorization data for the enterprise message satisfy the conditional criteria specified by the selected rule; and if the categorization data satisfy the conditional criteria and no exception applies, performing the action specified for the selected rule, the action specifying modifications to information in the data system identified by the categorization data including at least enterprise resource planning information maintained in the data system.