Advanced Service Composition by Example in business management architectures:

This section introduces advanced service

composition by an example. Our example
is from the call centre domain, where phone

calls by customers come in
and call centre agents serve these calls using

software systems, in particular, an
enterprise resource planning system and a

customer relationship management
system. These systems realize services that

make up a service composition
used by the call centre agents.
The scenario is described as follows. In a

call centre environment a customer
calls to request certain information. Using

the phone number of the incoming call, the

customer relationship management system gets

hold of the
customer address. This address information

is�after suitable data mapping
is performed�fed to the enterprise resource

planning system that provides
information on the customer calling the call

centre agent. This domain ontology allows us

to specify a service having a phone number
as input and an address as output, so that the

contact information returned is
not just any contact information, but the

contact information for the customer
with the specified phone number.
This information is required for a precise

specification of the service; otherwise
the relationship between input and output data

is imprecise. Another
service might exist that also has a phone

number as input and an address as
output, that returns the address of the phone

provider for the specified phone
number instead. Syntactically, service S3 is

equivalent to service S1 with regard to input
and output data, but instead of returning a

customer�s address it returns the
address of the phone provider supplying the

specified phone number. Such a
difference of functionality is not visible in

syntactic definitions, but can be
represented and distinguished by semantic

specifications. CRM system with the service
S2 provided by the ERP system is shown. In

this way, these services can
participate in a business process, shown in

the upper part of that figure. The
semantic information can be used to decide

whether two services actually match

semantically, so that they can be sequentially

executed in the context
of a given business process.