FORM 2
THE PATENTS ACT, 1970 (39 OF 1970) & THE PATENT RULES, 2003
COMPLETE SPECIFICATION
(See section 10 and rule 13)
“METHOD AND SYSTEM FOR MANAGING ONE OR MORE NOTIFICATIONS IN A PRODUCTION SYSTEM”
We, Jio Platforms Limited, an Indian National, of Office - 101, Saffron, Nr. Centre Point, Panchwati 5 Rasta, Ambawadi, Ahmedabad - 380006, Gujarat, India.
The following specification particularly describes the invention and the manner in which it is to be performed.

METHOD AND SYSTEM FOR MANAGING ONE OR MORE NOTIFICATIONS IN A PRODUCTION SYSTEM
FIELD OF INVENTION
5
[0001] Embodiments of the present disclosure generally relates to notification management systems. More particularly, embodiments of the present disclosure relate to managing one or more notifications in a production system.
10 BACKGROUND
[0002] The following description of the related art is intended to provide
background information pertaining to the field of the disclosure. This section may
include certain aspects of the art that may be related to various features of the
15 present disclosure. However, it should be appreciated that this section is used only
to enhance the understanding of the reader with respect to the present disclosure, and not as admissions of the prior art.
[0003] The telecommunication industry has undergone a significant transformation
20 over the years, with the advent of new technologies and the increasing demand for
faster and more reliable communication services. As a result, telecommunication companies are constantly looking for ways to improve their services and enhance customer experience. One such way is by leveraging customer relationship management (CRM) systems to send notifications to customers. 25
[0004] Sending notifications to customers is a crucial aspect of any CRM system.
Notifications are sent to inform customers about various events during the
onboarding and lifecycle order journeys. These events or milestones can include
order submission, order approvals, installation heads up, provisioning failure, tele-
30 verification heads-up, and completion. However, there are several challenges
associated with sending notifications via CRM in the telecommunication industry.
2

[0005] Configuring notifications in a code using traditional approaches can be a
hassle. This is because modifying certain notification attributes such as email
subject line, recipient and CC list, message body, vernacular language, preferred
5 communication channel (email ID, mobile, etc.), suppressing notifications at some
events, and incorporating more notifications as per new requirements are difficult using the existing approaches, as this is time consuming.
[0006] Recently, there has been a trend of using multiple notification generation
10 systems which are integrated with a CRM system and can be switched in between.
While such mechanisms can offer benefits, they also come with certain challenges. Some of the challenges include:
[0007] Integration Complexity: Integrating and synchronizing multiple notification
15 generation systems with the CRM can be complex. Each system may have its own
APIs, data formats, and integration requirements, which need to be aligned with the CRM platform. Ensuring smooth data flow and seamless communication between systems can be challenging, especially when dealing with different technologies or third-party services. 20
[0008] Data Consistency: Maintaining data consistency across multiple notification
systems can be a challenge. Customer data, preferences, and interaction history
need to be synchronized and shared accurately between the systems to ensure
consistent and relevant notifications. Inconsistencies or discrepancies in data can
25 lead to confusion and a poor customer experience.
[0009] Configuration Management: Managing configuration and customization for
multiple notification systems can be cumbersome. Each system may have its own
set of configuration settings, rules, templates, and delivery channels. Updating or
30 modifying these configurations for specific notification systems without impacting
other notification system, requires careful management and coordination.
3

[0010] Further, over the period of time, various solutions have been developed to
provide customized notifications to the users according to appropriate events as
described above or called as scenarios pertaining to, but not limited to, service level
5 agreements (SLAs), service orders, and customer modification orders. These
scenarios, for example, can be, but not limited to, order submission, order
approvals, installation heads up, provisioning failure, tele-verification heads-up,
completion, etc. However, there are certain challenges with existing solutions. The
challenges include system complexity due to implementation of multiple
10 notification generation systems, the need of training the users on different system’s
functionalities and configurations, impact of performance / scalability of the CRM and so on.
[0011] Thus, there exists an imperative need in the art to provide a solution for
15 managing multiple notifications catering to multiple scenarios, such as those related
to SLAs, service orders, customer modification orders, etc. in a production system.
SUMMARY OF THE DISCLOSURE
20 [0012] This section is provided to introduce certain aspects of the present disclosure
in a simplified form that are further described below in the detailed description. This summary is not intended to identify the key features or the scope of the claimed subject matter.
25 [0013] An aspect of the present disclosure may relate to a method for managing
one or more notifications in a production system. The method comprises identifying, by an identification unit, a set of notification generation systems. Further, the method comprises delegating, by a delegation unit, the one or more notifications to a notification generation system from the set of notification
30 generation systems. Further, the method comprises facilitating, by a facilitator unit,
a switching between two or more notification generation systems from the set of
4

notification generation systems based on the delegation of the one or more
notifications. Further, the method comprises managing, by a managing unit, the one
or more notifications based on a switching between two or more notification
generation systems from the set of notification generation system, and a running
5 state of the production system.
[0014] In another exemplary aspect of the present disclosure, the one or more notifications are related to a Customer Relationship Management (CRM) system.
10 [0015] In yet another exemplary aspect of the present disclosure, the method further
comprises storing, by a configuration unit a configuration of each notification generation system from the set of notification generation systems, wherein the configuration of said each notification generation system is independently managed at the configuration unit.
15
[0016] In yet another exemplary aspect of the present disclosure, the set of notification generation systems comprises at least one of one or more notification engines and one or more notification hubs.
20 [0017] In yet another exemplary aspect of the present disclosure, the one or more
notification engines handle notification tasks in the production system and the one or more notification hubs is capable of notifying one or more target entities.
[0018] In yet another exemplary aspect of the present disclosure, delegating the one
25 or more notifications to a notification generation system from the set of notification
generation systems, comprises delegating a notification task to at least one of the notification engine from the one or more notification engines and the notification hub from the one or more notification hubs.
30 [0019] In yet another exemplary aspect of the present disclosure, the method further
comprises receiving, by a transceiver unit, an input query associated with a user and
5

the one or more notifications, wherein the input query comprises a set of input
parameters; identifying, by the identification unit, one or more key elements from
the set of input parameters based on the input query; retrieving, by a retrieval unit
from a database, at least one pre-stored notification configuration based on the one
5 or more key elements; fetching, by the retrieval unit from the database, a predefined
template associated with the at least one pre-stored notification configuration based
at least on the one or more key elements; automatically generating, by a generator
unit, a target notification comprising at least the one or more key elements based
on the predefined template; transmitting, by the transceiver unit to the user, the
10 target notification; and automatically customizing, by an analysis unit, the one or
more notifications based on the automatic generation of the target notification.
[0020] In yet another exemplary aspect of the present disclosure, the set of input
parameters comprises at least one of an order status parameter, an order milestone
15 parameter, a customer category parameter, a customer type parameter, a product
identification parameter, and a query scenario identifier parameter.
[0021] In yet another exemplary aspect of the present disclosure, the pre-stored notification configuration relates to a particular configuration for the user. 20
[0022] In yet another exemplary aspect of the present disclosure, the predefined template associated with the pre-stored notification configuration relates to the template associated with the particular configuration for the user.
25 [0023] In yet another exemplary aspect of the present disclosure, the method further
comprises automatically generating, by the generator unit, the target notification based on the predefined template associated with the particular configuration for the user.
30 [0024] In yet another exemplary aspect of the present disclosure, the target
notification relates to a status of the input query associated with the user.
6

[0025] In yet another exemplary aspect of the present disclosure, the method further
comprises generating, by the generator unit, a customized notification configuration
associated with one or more input parameters from the set of input parameters, in
5 an event of an absence of the pre-stored notification configuration for the user based
on the one or more key elements, and storing, by the configuration unit in a database, the customized notification configuration.
[0026] Another aspect of the present disclosure may relate to a system for
10 managing one or more notifications in a production system. The system comprises
an identification unit configured to identify a set of notification generation systems.
Further, the system comprises a delegation unit connected at least to the
identification unit. The delegation unit is configured to delegate the one or more
notifications to a notification generation system from the set of notification
15 generation systems. Further, the system comprises a facilitator unit connected at
least to the delegation unit. The facilitator unit is configured to facilitate switching
between two or more notification generation systems from the set of notification
generation systems based on the delegation of the one or more notifications.
Further, the system comprises a managing unit connected at least to the facilitator
20 unit. The managing unit is configured to manage the one or more notifications based
on a switching between two or more notification generation systems from the set of
notification generation system, and a running state of the production system.
[0027] Yet another aspect of the present disclosure may relate to a non-transitory
25 computer readable storage medium storing instructions for managing one or more
notifications in a production system, the instructions include executable code
which, when executed by a one or more units of a system, causes an identification
unit of the system to identify a set of notification generation systems. Further, the
instructions include executable code which, when executed causes a delegation unit
30 of the system to delegate the one or more notifications to a notification generation
system from the set of notification generation systems. Further, the instructions
7

include executable code which, when executed causes a facilitator unit of the
system to facilitate switching between two or more notification generation systems
from the set of notification generation systems based on the delegation of the one
or more notifications. Further, the instructions include executable code which, when
5 executed causes a managing unit of the system to manage the one or more
notifications based on a switching between two or more notification generation systems from the set of notification generation system, and a running state of the production system.
10 [0028] Yet another aspect of the present disclosure may relate to a user equipment
for managing one or more notifications in a production system. The user equipment comprises a transceiver unit configured to transmit, to a system, an input query, wherein the input query comprises a set of input parameters. Further, the transceiver unit is configured to receive, from the system, a target notification. Further, for
15 generating the target notification, the system comprises an identification unit
configured to identify one or more key elements from the set the input parameters based on the input query. Further, the system comprises a retrieval unit configured to retrieve from a database, at least one pre-stored notification configuration based on the one or more key elements. Further, the retrieval unit is configured to fetch
20 from the database, a predefined template associated with the at least one pre-stored
notification configuration based at least on the one or more key elements. Further, for generating the target notification, the system comprises a generator unit configured to automatically generate a target notification comprising at least the one or more key elements based on the predefined template.
25
OBJECTS OF THE INVENTION
[0029] Some of the objects of the present disclosure, which at least one embodiment disclosed herein satisfies are listed herein below. 30
8

[0030] It is an object of the present disclosure to provide a system and a method for managing one or more notifications in a production system using multiple notification generation systems by switching in between the multiple notification generation systems without restarting the production system. 5
[0031] It is another object of the present disclosure to provide a system and a method for managing one or more notifications in a production system that enables switching between multiple notification generation systems on the basis of a predetermined delegation of the notification to be triggered.
10
[0032] It is yet another object of the present disclosure to provide a system and a method for managing one or more notifications in a production system that stores the configurations for different integrated notification generation systems in a configuration module while being managed separately without impacting the
15 operations of each other.
[0033] It is yet another object of the present disclosure to provide a system and a
method for managing one or more notifications in a production system that enables
scenario/milestone-based notifications which get triggered if they are configured
20 for specific scenario/milestones.
DESCRIPTION OF THE DRAWINGS
[0034] The accompanying drawings, which are incorporated herein, and constitute
25 a part of this disclosure, illustrate exemplary embodiments of the disclosed methods
and systems in which like reference numerals refer to the same parts throughout the
different drawings. Components in the drawings are not necessarily to scale,
emphasis instead being placed upon clearly illustrating the principles of the present
disclosure. Also, the embodiments shown in the figures are not to be construed as
30 limiting the disclosure, but the possible variants of the method and system
according to the disclosure are illustrated herein to highlight the advantages of the
9

disclosure. It will be appreciated by those skilled in the art that disclosure of such drawings includes disclosure of electrical components or circuitry commonly used to implement such components.
5 [0035] Fig. 1 illustrates an exemplary block diagram representation of 5th
generation core (5GC) network architecture.
[0036] FIG. 1 illustrates an exemplary block diagram of a computing device upon
which the features of the present disclosure may be implemented in accordance with
10 exemplary implementation of the present disclosure.
[0037] FIG. 2 illustrates an exemplary block diagram of a system for managing one or more notifications in a production system, in accordance with exemplary implementations of the present disclosure. 15
[0038] FIG. 3 illustrates a method flow diagram for managing one or more notifications in a production system in accordance with exemplary implementations of the present disclosure.
20 [0039] FIG. 4 illustrates an exemplary scenario method flow diagram for managing
one or more notifications in a production system, in accordance with exemplary embodiments of the present disclosure.
[0040] FIG. 5A shows a screenshot of an exemplary NH configuration for an e-
25 mail notification is shown.
[0041] FIG. 5B shows a screenshot of an exemplary NH template for an e-mail notification is shown.
30 [0042] FIG. 6 illustrates an exemplary implementation environment for managing
one or more notifications in a production system, in accordance with exemplary implementations of the present disclosure
10

[0043] The foregoing shall be more apparent from the following more detailed description of the disclosure.
5 DETAILED DESCRIPTION
[0044] In the following description, for the purposes of explanation, various specific details are set forth in order to provide a thorough understanding of embodiments of the present disclosure. It will be apparent, however, that
10 embodiments of the present disclosure may be practiced without these specific
details. Several features described hereafter may each be used independently of one another or with any combination of other features. An individual feature may not address any of the problems discussed above or might address only some of the problems discussed above.
15
[0045] The ensuing description provides exemplary embodiments only, and is not intended to limit the scope, applicability, or configuration of the disclosure. Rather, the ensuing description of the exemplary embodiments will provide those skilled in the art with an enabling description for implementing an exemplary embodiment.
20 It should be understood that various changes may be made in the function and
arrangement of elements without departing from the spirit and scope of the disclosure as set forth.
[0046] Specific details are given in the following description to provide a thorough
25 understanding of the embodiments. However, it will be understood by one of
ordinary skill in the art that the embodiments may be practiced without these specific details. For example, circuits, systems, processes, and other components may be shown as components in block diagram form in order not to obscure the embodiments in unnecessary detail. 30
11

[0047] Also, it is noted that individual embodiments may be described as a process
which is depicted as a flowchart, a flow diagram, a data flow diagram, a structure
diagram, or a block diagram. Although a flowchart may describe the operations as
a sequential process, many of the operations may be performed in parallel or
5 concurrently. In addition, the order of the operations may be re-arranged. A process
is terminated when its operations are completed but could have additional steps not included in a figure.
[0048] The word “exemplary” and/or “demonstrative” is used herein to mean
10 serving as an example, instance, or illustration. For the avoidance of doubt, the
subject matter disclosed herein is not limited by such examples. In addition, any aspect or design described herein as “exemplary” and/or “demonstrative” is not necessarily to be construed as preferred or advantageous over other aspects or designs, nor is it meant to preclude equivalent exemplary structures and techniques
15 known to those of ordinary skill in the art. Furthermore, to the extent that the terms
“includes,” “has,” “contains,” and other similar words are used in either the detailed description or the claims, such terms are intended to be inclusive in a manner similar to the term “comprising” as an open transition word without precluding any additional or other elements.
20
[0049] As used herein, a “processing unit” or “processor” or “operating processor” includes one or more processors, wherein processor refers to any logic circuitry for processing instructions. A processor may be a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor, a plurality
25 of microprocessors, one or more microprocessors in association with a (Digital
Signal Processing) DSP core, a controller, a microcontroller, Application Specific Integrated Circuits, Field Programmable Gate Array circuits, any other type of integrated circuits, etc. The processor may perform signal coding data processing, input/output processing, and/or any other functionality that enables the working of
30 the system according to the present disclosure. More specifically, the processor or
processing unit is a hardware processor.
12

[0050] As used herein, “a user equipment”, “a user device”, “a smart-user-device”,
“a smart-device”, “an electronic device”, “a mobile device”, “a handheld device”,
“a wireless communication device”, “a mobile communication device”, “a
communication device” may be any electrical, electronic and/or computing device
5 or equipment, capable of implementing the features of the present disclosure. The
user equipment/device may include, but is not limited to, a mobile phone, smart
phone, laptop, a general-purpose computer, desktop, personal digital assistant,
tablet computer, wearable device or any other computing device which is capable
of implementing the features of the present disclosure. Also, the user device may
10 contain at least one input means configured to receive an input from at least one of
a transceiver unit, a processing unit, a storage unit, a detection unit and any other such unit(s) which are required to implement the features of the present disclosure.
[0051] As used herein the term ‘Customer relationship management’ or ‘CRM’ or
15 ‘CRM platform’ refers to a technology for managing all the company’s
relationships and interactions with customers and potential customers. The goal is to improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
20 [0052] As used herein, “storage unit” or “memory unit” refers to a machine or
computer-readable medium including any mechanism for storing information in a form readable by a computer or similar machine. For example, a computer-readable medium includes read-only memory (“ROM”), random access memory (“RAM”), magnetic disk storage media, optical storage media, flash memory devices or other
25 types of machine-accessible storage media. The storage unit stores at least the data
that may be required by one or more units of the system to perform their respective functions. The storage units may comprise databases. Databases are developed on top of these rudimentary technologies behind memory. Few examples of databases, but not limited to are Elastic Search, Cassandra, Mongo DB and SQL. The storage
30 unit used in CRM may persist data in these databases and retrieve the same based
on request by server / processor.
13

[0053] As used herein “interface” or “user interface” refers to a shared boundary
across which two or more separate components of a system exchange information
or data. The interface may also be referred to a set of rules or protocols that define
communication or interaction of one or more modules or one or more units with
5 each other, which also includes the methods, functions, or procedures that may be
called.
[0054] As used herein, a notification generation system is a system designed to generate and manage notifications that inform users and/or administrators about
10 various events, updates, or statuses within a network or service. These notifications
can include alerts for related to orders, modifications of orders, termination of services, service disruptions, billing updates, promotional offers, or any other relevant information that requires user awareness or action. The system facilitates in automating the process of generating these notifications based on predefined
15 rules or triggers. A notification generation system may comprise notification hub(s)
and notification engine(s). In general, a notification engine may be responsible for
generating notifications based on predefined rules, events, or triggers, and a
notification hub may be responsible for managing the distribution and delivery of
notifications.
20
[0055] As used herein, a notification task refers to a task or event for which a
notification may be sent to a user.
[0056] All modules, units, components used herein, unless explicitly excluded
25 herein, may be software modules or hardware processors, the processors being a
general-purpose processor, a special purpose processor, a conventional processor,
a digital signal processor (DSP), a plurality of microprocessors, one or more
microprocessors in association with a DSP core, a controller, a microcontroller,
Application Specific Integrated Circuits (ASIC), Field Programmable Gate Array
30 circuits (FPGA), any other type of integrated circuits, etc.
14

[0057] As used herein the ‘transceiver unit’ includes at least one receiver and at least one transmitter configured respectively for receiving and transmitting data, signals, information or a combination thereof between units/components within the system and/or connected with the system. 5
[0058] As discussed in the background section, the current known solutions have several shortcomings when integrating and synchronizing multiple notification generation systems with the CRM, as this can be a complex task, because each system may have its own APIs, data formats, and integration requirements. Further,
10 maintaining data consistency across multiple notification systems can be a
challenge. A CRM system has to send notifications to customers for various events during various milestones related to customer onboarding and lifecycle order journeys such as, but not limited to order submission, order approvals, installation heads up, provisioning failure, tele-verification heads-up and completion. Handling
15 this requires regular changes in code base and needs continuous deployment in the
production systems. The present disclosure aims to overcome the above-mentioned and other existing problems in this field of technology by providing method and system of managing one or more notifications in a production system. The present disclosure enables configuring multiple Notification Generation Systems
20 (Notification Hubs) and switching in between them on the fly without restarting the
production systems. Further, the present disclosure also enables scenario/ milestone-based notifications which get triggered if they are configured for specific scenario/ milestone.
25 [0059] FIG. 1 illustrates an exemplary block diagram of a computing device [100]
(also referred to herein as a computer system [100]) upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure. In an implementation, the computing device [100] may also implement a method for managing one or more notifications
30 in a production system utilising the system. In another implementation, the
computing device [100] itself implements the method for managing one or more
15

notifications in a production system using one or more units configured within the computing device [100], wherein said one or more units are capable of implementing the features as disclosed in the present disclosure.
5 [0060] The computing device [100] may include a bus [102] or other
communication mechanism for communicating information, and a hardware
processor [104] coupled with bus [102] for processing information. The hardware
processor [104] may be, for example, a general-purpose microprocessor. The
computing device [100] may also include a main memory [106], such as a random-
10 access memory (RAM), or other dynamic storage device, coupled to the bus [102]
for storing information and instructions to be executed by the processor [104]. The
main memory [106] also may be used for storing temporary variables or other
intermediate information during execution of the instructions to be executed by the
processor [104]. Such instructions, when stored in non-transitory storage media
15 accessible to the processor [104], render the computing device [100] into a special-
purpose machine that is customized to perform the operations specified in the
instructions. The computing device [100] further includes a read only memory
(ROM) [108] or other static storage device coupled to the bus [102] for storing static
information and instructions for the processor [104].
20
[0061] A storage device [110], such as a magnetic disk, optical disk, or solid-state
drive is provided and coupled to the bus [102] for storing information and
instructions. The computing device [100] may be coupled via the bus [102] to a
display [112], such as a cathode ray tube (CRT), Liquid crystal Display (LCD),
25 Light Emitting Diode (LED) display, Organic LED (OLED) display, etc. for
displaying information to a computer user. An input device [114], including
alphanumeric and other keys, touch screen input means, etc. may be coupled to the
bus [102] for communicating information and command selections to the processor
[104]. Another type of user input device may be a cursor controller [116], such as
30 a mouse, a trackball, or cursor direction keys, for communicating direction
information and command selections to the processor [104], and for controlling
16

cursor movement on the display [112]. This input device typically has two degrees of freedom in two axes, a first axis (e.g., x) and a second axis (e.g., y), that allow the device to specify positions in a plane.
5 [0062] The computing device [100] may implement the techniques described
herein using customized hard-wired logic, one or more ASICs or FPGAs, firmware and/or program logic which in combination with the computing device [100] causes or programs the computing device [100] to be a special-purpose machine. According to one implementation, the techniques herein are performed by the
10 computing device [100] in response to the processor [104] executing one or more
sequences of one or more instructions contained in the main memory [106]. Such instructions may be read into the main memory [106] from another storage medium, such as the storage device [110]. Execution of the sequences of instructions contained in the main memory [106] causes the processor [104] to perform the
15 process steps described herein. In alternative implementations of the present
disclosure, hard-wired circuitry may be used in place of or in combination with software instructions.
[0063] The computing device [100] also may include a communication interface
20 [118] coupled to the bus [102]. The communication interface [118] provides a two-
way data communication coupling to a network link [120] that is connected to a
local network [122]. For example, the communication interface [118] may be an
integrated services digital network (ISDN) card, cable modem, satellite modem, or
a modem to provide a data communication connection to a corresponding type of
25 telephone line. As another example, the communication interface [118] may be a
local area network (LAN) card to provide a data communication connection to a
compatible LAN. Wireless links may also be implemented. In any such
implementation, the communication interface [118] sends and receives electrical,
electromagnetic or optical signals that carry digital data streams representing
30 various types of information.
17

[0064] The computing device [100] can send messages and receive data, including
program code, through the network(s), the network link [120] and the
communication interface [118]. In the Internet example, a server [130] might
transmit a requested code for an application program through the Internet [128], the
5 ISP [126], the host [124], the local network [122] and the communication interface
[118]. The received code may be executed by the processor [104] as it is received, and/or stored in the storage device [110], or other non-volatile storage for later execution.
10 [0065] Further, in accordance with the present disclosure, it is to be acknowledged
that the functionality described for the various components/units can be implemented interchangeably. While specific embodiments may disclose a particular functionality of these units for clarity, it is recognized that various configurations and combinations thereof are within the scope of the disclosure. The
15 functionality of specific units as disclosed in the disclosure should not be construed
as limiting the scope of the present disclosure. Consequently, alternative
arrangements and substitutions of units, provided they achieve the intended
functionality described herein, are considered to be encompassed within the scope
of the present disclosure.
20
[0066] Referring to FIG. 2, an exemplary block diagram of a system [200] for
managing one or more notifications in a production system is shown, in accordance
with the exemplary implementations of the present disclosure. The system [200]
comprises at least one identification unit [202], at least one delegation unit [204],
25 at least one facilitator unit [206], at least one managing unit [208], at least one
configuration unit [210], at least one transceiver unit [212], at least one retrieval unit [214], at least one generator unit [216], and at least one analysis unit [218]. Also, all of the components/ units of the system [200] are assumed to be connected to each other unless otherwise indicated below. As shown in the FIG. 2, all units
30 shown within the system should also be assumed to be connected to each other.
Also, in FIG. 2 only a few units are shown, however, the system [200] may comprise multiple such units or the system [200] may comprise any such numbers
18

of said units, as required to implement the features of the present disclosure.
Further, in an implementation, the system [200] may be present in a user device to
implement the features of the present disclosure. The system [200] may be a part of
the user device / or may be independent of but in communication with the user
5 device (may also referred herein as a UE). In another implementation, the system
[200] may reside in a server or a network entity. In yet another implementation, the system [200] may reside partly in the server/ network entity and partly in the user device.
10 [0067] For the customization and configuration of notifications, various
notification generation systems can be configured and can be switched on the fly without restarting the production systems. Thus, according to some embodiments of the present disclosure, a set of notification generation systems may be configured. These configurations or the configured notification generation systems
15 may be a Notification Engine System (NE) or a Notification Hub System (NH).
Further, it may be determined whether the notification task should be sent to the NE or NH based on business needs, work order stage, customer request, etc. For example, NE may handle notification tasks in a production environment internally, and NH may be capable of notifying target entities. Both these notification
20 generation systems may have separate formats/configurations for
generating/issuing notifications. These target entities are the entities for which the notification is generated. For example, a target entity may be a user device in possession of a user for which the notification is generated.
25 [0068] The identification unit [202] is configured to identify a set of notification
generation systems. In an implementation, the set of notification generation systems comprises at least one of one or more notification engines and one or more notification hubs. In an exemplary implementation, the one or more notification engines may be configured to handle notification tasks in the production system,
30 and the one or more notification hubs may be configured to, or capable of, notifying
one or more target entities. NE configurations are specific to the NE system and its
19

requirements. NE configurations are configured such that they define the criteria
for triggering notifications within the NE system. Similarly, the NH configurations
are managed specific to the NH system and define the criteria for triggering
notifications within the NH system. In an implementation, the configurations for
5 NE and NH may have different sets of attributes depending on the specific needs
and functionalities of each system. These attributes could include factors such as order status, order milestone, customer category, customer type, product ID, scenario ID, or any other relevant parameters.
10 [0069] Further, in an implementation, it is determined and/or classified whether the
notification task / request should be sent to the Notification Engine System (NE) or Notification Hub System (NH) based on business needs, work order stage, customer request, etc. Particularly, separate sets of configurations may be maintained for each NE and NH. In an implementation, the NE and the NH may implement or may be
15 capable of implementing the same or similar functionality of triggering
notifications to customers or sales agents. Factors that lead to NE and NH configuration are varied and depend upon use case. For example, NE system may facilitate managing orders related to new customer onboarding, while the NH may facilitate managing modifications, termination, suspension and resumption of
20 services, registering auto-pay. In another example, based on order milestone, NE
may facilitate triggering of customer notification during order submission, while the NH may facilitate provisioning and activation of customer notification. In another example, the segregation of NE and NH may be incorporating both in high-availability feature with NE as mainstream system for handling notifications and
25 NH on standby, or vice-versa.
[0070] Further, the delegation unit [204] is connected at least to the identification
unit [202]. The delegation unit [204] is configured to delegate the one or more
notifications to a notification generation system from the set of notification
30 generation systems, that is, NE or NH. The delegating the one or more notifications
to a notification generation system from the set of notification generation systems,
20

comprises delegating a notification task to at least one of the notification engine
from the one or more notification engines and one of the notification hub from the
one or more notification hubs. In an implementation, the CRM platform maintains
flags to delegate the notification task to NE or NH based on the requirements. In an
5 implementation, these requirements may pertain to business needs. Also here, the
flags may be parameters based on which the tasks may be delegated to NE or NH.
[0071] Further, the facilitator unit [206] is connected at least to the delegation unit [204]. The facilitator unit [206] is configured to facilitate switching between two or
10 more notification generation systems from the set of notification generation systems
based on the delegation of the one or more notifications. For this purpose, it is first checked if a configuration is classified as NE configuration or NH configuration. If the configuration is classified as NE configuration, it is checked if there are any specific configurations available for the user at this stage, and if the configuration
15 is classified as NH configuration, it is checked if there are any specific
configurations available for the user at this stage.
[0072] The input parameters through which, the appropriate notification
configuration is uniquely identified are listed below:
20 Order Status
Order Milestone
Customer Category (Individual, Outstation, Foreigner, etc)
Customer Type (Retail, Enterprise and Corporate)
Product ID
25 Scenario ID (i.e. whether it is an order for customer onboarding,
customer modifications, customer termination or service-related
order termination)
[0073] In an implementation, the facilitator unit [206] is further connected at least
30 to a configuration unit [210]. The configuration unit [210] may be configured to
store a configuration of each notification generation system from the set of
21

notification generation systems. The configuration of said each notification
generation system is independently managed at the configuration unit [210]. Also,
in an implementation, the step of configuring notifications may comprise two
separate tasks: (a) notification template management (related to managing the
5 message layout and content), and (b) notification configuration management
(related to managing the unique combination of certain attributes on which notification is to be triggered).
[0074] Thereafter, in an implementation where the notification task pertains to NE
10 configuration, the template required for the notification is governed by external
vendors. Therefore, notification template management for NE configurations is managed by external vendors.
[0075] In an exemplary implementation, the facilitator unit [206] is further
15 connected at least to the transceiver unit [212], the retrieval unit [214], the generator
unit [216], and the analysis unit [218]. In this implementation, the transceiver unit [212] is configured to receive, an input query associated with a user and the one or more notifications, wherein the input query comprises a set of input parameters. In another implementation, the set of input parameters comprises at least one of an
20 order status parameter, an order milestone parameter, a customer category
parameter, a customer type parameter, a product identification parameter, and a query scenario identifier parameter. Here, the input query may be construed as a request for generating a notification for a particular user according to the information that needs to be sent to the user. Further, in this implementation, the
25 identification unit [202] is configured to identify one or more key elements from
the set the input parameters based on the input query. Here, for example, the input parameters comprise various elements that may not be needed for generating notifications according to the input query. Thus, the key elements are identified from the set of input parameters as per the input query. Further, in this
30 implementation, the retrieval unit [214] is configured to: retrieve, from a database,
at least one pre-stored notification configuration based on the one or more key
22

elements, and fetch from the database, a predefined template (that is, a structured
format that outlines the content and layout of the notification message. Here, the
predefined template may be part of stored configurations, and define the layout of
notification such as message body, message subject line, SMS text based on
5 whether notification is to be triggered on SMS or email or both.) associated with
the at least one pre-stored notification configuration based at least on the one or more key elements. Here, a set of notification configurations may be pre-stored in the database. From this set of notification configurations, a notification configuration that may be tagged with, or qualifies the criteria of selection using
10 the one or more key elements may be retrieved from the database. Also, a template
may also be predefined and associated with each of these notification configurations. Thus, the template that is associated with this retrieved notification configuration, may be fetched from the database. In another implementation, the pre-stored notification configuration relates to a particular configuration for the
15 user. In another implementation, the predefined template associated with the pre-
stored notification configuration relates to the template associated with the particular configuration for the user. Further, in this implementation, the generator unit [216] is configured to automatically generate a target notification comprising at least the one or more key elements based on the predefined template, wherein the
20 transceiver unit [212] is further configured to transmit to the user, the target
notification and the analysis unit [218] is configured to automatically customize the one or more notifications based on the automatic generation of the target notification. The generator unit [216] may generate the target notification by inserting an information from the one or more key elements in the pre-defined
25 template. For example, the pre-defined template may have some spaces where an
information related to the user and/or order needs to be included. This kind of information may be inserted by the generator unit [216] to generate the target notification. Here, the target notification may be construed as a message or alert provided by the system to inform the user about important events, updates, or
30 actions that require the user’s attention. The target notification may also be
associated with an information of the user (that is, for which customer email or
23

mobile to trigger notification), as the recipient contact details (such as mobile
number(s) and/or email id(s)) may be part of parameters in notification
configurations. Also, the target notification may relate to a status of the input query
associated with the user. In an exemplary implementation, the status of the input
5 query may be one of an active status or a resolved status. Here, once the target
notification for the user generated based on the input query, the status of the input query may change from active to resolved. In another implementation, the generator unit [216] is further configured to generate the target notification based on the predefined template associated with the particular configuration for the user. In
10 another implementation, the generator unit [216] is further configured to generate
a customized notification configuration associated with one or more input parameters from the set of input parameters, in an event of an absence of the pre-stored notification configuration for the user based on the one or more key elements, and the configuration unit [210] is further configured to store in a database, the
15 customized notification configuration (that is, in case the notification configuration
for the user based on the one or more key elements is not already generated in the past and stored in the database, the same may be generated for the for the user based on the one or more key elements at the present time point, and be stored in the database for future use. Also, this notification configuration may be customized for
20 the user based on the one or more key elements which may comprise user details,
and thus, may be referred to as the customized notification configuration). Thus, the automatically customizing the notification may comprise using customized notification configuration associated with one or more input parameters, which is further based on user details, order status of the user (or the purpose for which the
25 notification is generated), template associated with the particular configuration for
the user. In an exemplary implementation, configurations for notifications for various scenarios are stored in database, which may be stored in a storage unit such as a read only memory, a cache memory, etc. These configurations may contain input parameters (such as, but not limited to, order scenario (for e.g. whether
30 notification is to be triggered for new order or modify customer details order, order
for suspending customer services, order for terminating customer, order for
24

registering / deregistering auto-pay), Order Milestones (for e.g. whether notification
is to be triggered during order submission stage, network provisioning and
activation stage, work order completion stage or order end-to-end completion
stage), Customer Category (for e.g., whether notification is to be triggered for
5 Individual customer ( whose telecom circle of purchasing connection is same as his
current address), outstation customer (whose telecom circle of purchasing
connection is different from where he lives), foreigner customer ( in case customer
is resident of another nation and living in this country on visa)), Customer Type
(for e.g., whether customer is retail or enterprise)) and output parameters (such as,
10 but not limited to, Message type – SMS or Email, Recipient information – mobile
number(s) or email id(s), Request Subject line – in case of email, Message text – in
case of SMS, Message body – in case of email, parameters mapping – parameters
enclosed in the body wrapped in special characters such as < > as shown in below
examples are mapped to order parameters). Also, a message subject, body may be
15 stored as free text with some identifiers marked in special characters such as:
Dear ,
Your order has been placed successfully with order number : .
Regards,
ABC
20 (where, according to some features of the present disclosure, the text enclosed with
in < > as above, may be replaced by actual value of order id and/or customer name).
[0076] In an exemplary implementation of the present disclosure, consider an order
is submitted by a customer. Once the order is submitted, post submission, the
25 system [200] triggers a notification process. The notification process executes a
code which looks if there are particular configurations for customer at this stage.
The code attempts to fetch the cache data from following sets of parameters:
Order Status – Order Submission.
Milestone – Order Draft
30 Scenario Code – NEW ORDER
Customer Category – Let’s say, INDIVIDUAL
25

Customer Type – Let’s say, ENTERPRISE
[0077] The code finds out that there is one configuration available for the customer.
The code fetches the template ID, attribute value pairs required for notification,
5 prepares JSON request with the parameters enriched with values and fires API to
FMS which delegates the request to NE engine. The attribute value pairs refer to the parameters and the associated values. The JSON request may include all the necessary information for the notification. The JSON request may be sent as an application programming interface (API) request to the FMS (Fulfilment
10 Management System), which is a middleware used to integrate the API services
with other system nodes. A middleware is a software that acts as a bridge between an operating system or database and applications, especially on a network. The FMS further delegates the request to the NE (Notification Engine). Thereafter, the NE is responsible for handling the notification that sends the actual notification to
15 the users (e.g., customers).
[0078] In an exemplary implementation, in an event there are no notifications created, that is, there are no available configurations then these above steps of triggering of notification may be skipped and the code ends. 20
[0079] In an exemplary implementation, continuing with the above example, in
next stage, say APPROVAL stage. The code tries to find out if there are any
notifications available based on the above parameters with difference in the
parameter values as shown below:
25 Order Status: ORDER_APPROVAL_DONE
Milestone: APPROVALS Scenario Code: NEW ORDER Customer Category: INDIVIDUAL Customer Type: ENTERPRISE 30
26

[0080] Based on the above parameters, say for example, it is determined that there are no available configurations, then there will be no triggering of notifications.
[0081] Also, if the configuration is classified as NH configuration, and there are
5 configurations available for the user at this stage, then the parameter values are
fetched from cache and the template required for the notification may be retrieved
from the configuration. The template is then enriched with the attribute value pairs
fetched from cache and the notification is sent to the customer. In an
implementation, this notification template pertaining to NH is a customizable
10 template. If the configuration is available, then the code fetches the parameter
values from cache and invokes the template. Otherwise, the code will save new NH configuration via UI which illustrates an exemplary configuration of NH notification.
15 [0082] Further, in an implementation, in either case, where the template pertaining
to NE is retrieved or the template pertaining to NH is invoked, the notification for the users is triggered.
[0083] Further, the managing unit [208] is connected at least to the facilitator unit
20 [206]. The managing unit [208] configured to manage the one or more notifications
based on a switching between two or more notification generation systems from the
set of notification generation system, and a running state of the production system.
[0084] Referring to FIG. 3, an exemplary method flow diagram [300] for managing
25 one or more notifications in a production system, in accordance with exemplary
implementations of the present disclosure is shown. In an implementation, the one
or more notifications are related to a Customer Relationship Management (CRM)
system/ CRM platform. In an implementation the method [300] is performed by the
system [200]. Further, in an implementation, the system [200] may be present in a
30 server device to implement the features of the present disclosure. Also, as shown in
FIG. 3, the method [300] starts at step [302].
27

[0085] At step 302, the method comprises identifying, by an identification unit
[202], a set of notification generation systems. In an implementation, the set of
notification generation systems comprises at least one of one or more notification
5 engines and one or more notification hubs. In an exemplary implementation, the
one or more notification engines may be configured to handle notification tasks in the production system, and the one or more notification hubs may be configured to, or is capable of, notifying one or more target entities. NE configurations are specific to the NE system and its requirements. NE configurations are configured such that
10 they define the criteria for triggering notifications within the NE system. Similarly,
the NH configurations are managed specific to the NH system and define the criteria for triggering notifications within the NH system. In an implementation, the configurations for NE and NH may have different sets of attributes depending on the specific needs and functionalities of each system. These attributes could be
15 parameters such as order status, order milestone, customer category, customer type,
product ID, scenario ID, or any other relevant parameters.
[0086] Further, in an implementation, when a task pertaining to notification generation is received, it is determined and/or classified whether the notification
20 task / request should be sent to the Notification Engine System (NE) or Notification
Hub System (NH) based on business needs, work order stage, customer request, etc. Particularly, separate sets of configurations may be maintained for each NE and NH. In an implementation, the NE and the NH may implement or may be capable of implementing the same or similar functionality of triggering notifications to
25 customers or sales agents. Factors that lead to NE and NH configuration are varied
and depend upon use case. For example, NE system may facilitate managing orders related to notification tasks such as, but not limited to, new customer onboarding, while the NH may facilitate managing notification tasks such as, but not limited to, modifications, termination, suspension and resumption of services, registering
30 auto-pay. In another example, based on order milestone, NE may facilitate
triggering of customer notification during order submission, while the NH may
28

facilitate provisioning and activation of customer notification. In another example, the segregation of NE and NH may be incorporating both in high-availability feature with NE as mainstream system for handling notifications and NH on standby, or vice-versa. 5
[0087] At step 304, the method of the present disclosure comprises delegating, by a delegation unit [204], the one or more notifications to a notification generation system from the set of notification generation systems, that is, NE or NH. The delegating of the one or more notifications to a notification generation system from
10 the set of notification generation systems, comprises delegating a notification task
to at least one of the notification engine from the one or more notification engines and one of the notification hub from the one or more notification hubs. In an implementation, the CRM platform maintains flags to delegate the notification task to NE or NH based on the requirements. In an implementation, these requirements
15 may pertain to business needs. Also here, the flags may be parameters based on
which the tasks may be delegated to NE or NH.
[0088] Further, at step 306, the method of the present disclosure comprises facilitating, by a facilitator unit [206], a switching between two or more notification
20 generation systems from the set of notification generation systems based on the
delegation of the one or more notifications. For this purpose, it is first checked if a configuration is classified as NE configuration or NH configuration. If the configuration is classified as NE configuration, it is checked if there are any specific configurations available for the user at this stage, and if the configuration is
25 classified as NH configuration, it is checked if there are any specific configurations
available for the user at this stage.
[0089] The input parameters through which, the appropriate notification configuration is uniquely identified are listed below:
Order Status
30 Order Milestone
29

Customer Category (e.g. Individual, Outstation, Foreigner, etc) Customer Type (e.g. Retail, Enterprise and Corporate) Product ID
Scenario ID (i.e. whether it is an order for customer onboarding,
5 customer modifications, customer termination or service-related
order termination)
[0090] In an implementation, the method comprises storing, by a configuration unit [210] a configuration for each notification generation system from the set of
10 notification generation systems, wherein the configuration of said each notification
generation system is independently managed at the configuration unit [210]. Also, in an implementation, the step of configuring notifications may comprise two separate tasks: (a) notification template management (related to managing the message layout and content), and (b) notification configuration management
15 (related to managing the unique combination of certain attributes on which
notification is to be triggered).
[0091] Thereafter, in an implementation where the notification task pertains to NE
configuration, the template required for the notification is governed by external
20 vendors. Therefore, notification template management for NE configurations is
managed by external vendors.
[0092] In an exemplary implementation, the method further comprises receiving, by a transceiver unit [212], an input query associated with a user and the one or
25 more notifications, wherein the input query comprises a set of input parameters. In
another implementation, the set of input parameters comprises at least one of an order status parameter, an order milestone parameter, a customer category parameter, a customer type parameter, a product identification parameter, and a query scenario identifier parameter. Further, in this implementation, the method
30 comprises identifying, by the identification unit [202], one or more key elements
from the set of input parameters based on the input query. For example, a customer
30

places an order for a product and a notification for informing an order status needs
to be sent to the customer. In this case, an order status parameter may be included
in the input query as one on of the key elements. Further, in this implementation,
the method comprises retrieving, by a retrieval unit [214] from a database, at least
5 one pre-stored notification configuration based on the one or more key elements.
Further, in this implementation, the method comprises fetching, by the retrieval unit [214] from the database, a predefined template (that is, a structured format that outlines the content and layout of the notification message. Here, the predefined template may be part of stored configurations, and define the layout of notification
10 such as message body, message subject line, SMS text based on whether
notification is to be triggered on SMS or email or both.) associated with the at least one pre-stored notification configuration based at least on the one or more key elements. In another implementation, the pre-stored notification configuration relates to a particular configuration for the user (that is, the pre-stored notification
15 relates to the combination of certain attributes (including some user details for
customizing the notification for the user) on which notification is to be triggered). In another implementation, the predefined template associated with the pre-stored notification configuration relates to the template associated with the particular configuration for the user. Further, in this implementation, the method comprises
20 automatically generating, by a generator unit [216], a target notification comprising
at least the one or more key elements based on the predefined template. Further, in this implementation, the method comprises transmitting, by the transceiver unit [212] to the user, the target notification. Further, in this implementation, the method comprises automatically customizing, by an analysis unit [218], the one or more
25 notifications based on the automatic generation of the target notification. Here, the
target notification may be construed as a message or alert provided by the system to inform the user about important events, updates, or actions that require the user’s attention. The target notification may also be associated with an information of the user (that is, for which customer email or mobile to trigger notification), as the
30 recipient contact details (such as mobile number(s) and/or email id(s)) may be part
of parameters in notification configurations. Also, the target notification may relate

to a status of the input query associated with the user. In another implementation, the method comprises generating, by the generator unit [216], the target notification based on the predefined template associated with the particular configuration for the user. 5
[0093] In another implementation, the generator unit [216] is further configured to generate a customized notification configuration associated with one or more input parameters from the set of input parameters, in an event of an absence of the pre-stored notification configuration for the user based on the one or more key elements,
10 and the configuration unit [210] is further configured to store in a database, the
customized notification configuration (that is, in case the notification configuration for the user based on the one or more key elements is not already generated in the past and stored in the database, the same may be generated for the for the user based on the one or more key elements at the present time point, and be stored in the
15 database for future use. Also, this notification configuration may be customized for
the user based on the one or more key elements which may comprise user details, and thus, may be referred to as the customized notification configuration.). Thus, the automatically customizing the notification may comprise using customized notification configuration associated with one or more input parameters, which is
20 further based on user details, order status of the user (or the purpose for which the
notification is generated), template associated with the particular configuration for the user. In an exemplary implementation, configurations for notifications for various scenarios are stored in database, which may be stored in a storage unit such as a read only memory, a cache memory, etc. These configurations may contain
25 input parameters (such as, but not limited to, order scenario (for e.g. whether
notification is to be triggered for new order or modify customer details order, order for suspending customer services, order for terminating customer, order for registering / deregistering auto-pay), Order Milestones (for e.g. whether notification is to be triggered during order submission stage, network provisioning and
30 activation stage, work order completion stage or order end-to-end completion
stage), Customer Category (for e.g., whether notification is to be triggered for

Individual customer (whose telecom circle of purchasing connection is same as his
current address), outstation customer (whose telecom circle of purchasing
connection is different from where he lives), foreigner customer (in case customer
is resident of another nation and living in this country on visa)), Customer Type
5 (for e.g., whether customer is retail or enterprise)) and output parameters (such as,
but not limited to, Message type – SMS or Email, Recipient information – mobile
number(s) or email id(s), Request Subject line – in case of email, Message text – in
case of SMS, Message body – in case of email, parameters mapping – parameters
enclosed in the body wrapped in special characters such as < > as shown in below
10 examples are mapped to order parameters). Also, a message subject, body may be
stored as free text with some identifiers marked in special characters such as:
Dear ,
Your order has been placed successfully with order number : .
Regards/
15 ABC
(where, according to some features of the present disclosure, the text enclosed with in < > as above, may be replaced by actual value of order id and/or customer name).
[0094] In an exemplary implementation of the present disclosure, consider an order
20 is submitted by a customer. Once the order is submitted, post submission, the
system [200] triggers a notification process. The notification process executes a code which looks if there are particular configurations for customer at this stage. The code attempts to fetch the cache data from following sets of parameters:
Order Status – Order Submission.
25 Milestone – Order Draft
Scenario Code – NEW ORDER
Customer Category – Let’s say, INDIVIDUAL
Customer Type – Let’s say, ENTERPRISE
30 [0095] The code finds out that there is one configuration available for the customer.
The code fetches the template ID, attribute value pairs required for notification,
33

prepares JSON request with the parameters enriched with values and fires API to
FMS which delegates the request to NE engine. The attribute value pairs refer to
the parameters and the associated values. The JSON request may include all the
necessary information for the notification. The JSON request may be sent as an
5 application programming interface (API) request to the FMS (Fulfilment
Management System), which is a middleware used to integrate the API services
with other system nodes. A middleware is a software that acts as a bridge between
an operating system or database and applications, especially on a network. The
FMS further delegates the request to the NE (Notification Engine). Thereafter, the
10 NE is responsible for handling the notification that sends the actual notification to
the users (e.g., customers).
[0096] In an exemplary implementation, in an event there are no notifications
created, that is, there are no available configurations then these above steps of
15 triggering of notification may be skipped and the code ends.
[0097] In an exemplary implementation, continuing with the above example, in
next stage, say APPROVAL stage. The code tries to find out if there are any
notifications available based on the above parameters with difference in the
20 parameter values as shown below:
Order Status: ORDER_APPROVAL_DONE
Milestone: APPROVALS
Scenario Code: NEW ORDER
Customer Category: INDIVIDUAL
25 Customer Type: ENTERPRISE
[0098] Based on the above parameters, say for example, it is determined that there are no available configurations, then there will be no triggering of notifications.
30 [0099] Also, if the configuration is classified as NH configuration, and there are
fetched from cache and the template required for the notification may be retrieved
from the configuration. The template is then enriched with the attribute value pairs
fetched from cache and the notification is sent to the customer. In an
implementation, this notification template pertaining to NH is a customizable
5 template. If the configuration is available, then the code fetches the parameter
values from cache and invokes the template. Otherwise, the code will save new NH configuration via UI which illustrates an exemplary configuration of NH notification.
10 [0100] Further, in an implementation, in either case, where the template pertaining
to NE is retrieved or the template pertaining to NH is invoked, the notification for the users is triggered.
[0101] Further, at step 308, the method of the present disclosure comprises
15 managing, by a managing unit [208], the one or more notifications based on a
switching between two or more notification generation systems from the set of notification generation system, and a running state of the production system. With this, the method terminates.
20 [0102] Now referring to FIG. 4 which illustrates an exemplary scenario method
flow diagram [400] for managing one or more notifications in a production system, in accordance with exemplary embodiments of the present disclosure. The method flow diagram of FIG. 4 starts at block 402 when the set of notification generation systems has been identified. The set of notification generation systems may
25 comprise one or more notification engines and one or more notification hubs. As
shown in FIG. 4, at block 404, it is determined and/or classified whether the notification task / request should be sent to the Notification Engine System (NE) or Notification Hub System (NH) based on business needs, work order stage, customer request, etc. In an implementation, the configurations for NE and NH may have
30 different sets of attributes depending on the specific needs and functionalities of
each system. These attributes could include factors such as order status, order
milestone, customer category, customer type, product ID, scenario ID, or any other
relevant parameters. Particularly, separate sets of configurations may be maintained
for each NE and NH (see block 406). Further, one or more notifications need to be
delegated to a notification generation system from the set of notification generation
5 systems, that is, to NE or NH. Further, switching between the notification
generation systems from the set of notification generation systems based on the delegation of the one or more notifications needs to be facilitated. For this purpose, it is first checked if a configuration is classified as NE configuration or NH configuration. If the configuration is classified as NE configuration, it is checked if
10 there are any specific configurations available for the user at this stage (see blocks
408), and if the configuration is classified as NH configuration, it is checked if there are any specific configurations available for the user at this stage (see blocks 410). Thereafter, where the notification task pertains to NE configuration, the template required for the notification may be retrieved from the configuration and sent to the
15 users in an event there are specific configurations available for the users (see block
412). Also, in an event there are no notifications created, that is, there are no available configurations then these above steps of triggering of notification may be skipped and the method ends (see block 420). Also, if the configuration is classified as NH configuration, and there are configurations available for the users, then the
20 parameter values are fetched from cache and the template required for the
notification may be retrieved from the configuration. The template is enriched with the fetched parameter values and the corresponding notification is sent to the users (see block 412 and block 418). Otherwise, the new NH configuration is saved via UI (see block 414), and the notification template is invoked (see block 416). In an
25 implementation, this notification template pertaining to NH is a customizable
template. Further, in either case, where the template pertaining to NE is retrieved or the template pertaining to NH is invoked, the notification for the users is triggered (see block 418) and the method ends as shown in block 420. A person skilled in the art would appreciate that the above process as explained with
30 reference to FIG. 4 is an exemplary scenario provided for understanding purposes

[0103] Referring to FIG. 5A, a screenshot of an exemplary NH configuration for an e-mail notification is shown. Further, referring to FIG. 5B, a screenshot of an exemplary NH template for an e-mail notification is shown. 5
[0104] Referring to FIG. 6 which illustrates an exemplary implementation environment for managing one or more notifications in a production system, in accordance with exemplary implementations of the present disclosure. In an implementation, the implementation environment [600] comprises a plurality of
10 components. For example, and by no way limiting the scope of the present subject
matter, the implementation environment [600] comprises an Enterprise Product Catalogue (EPC) [602], a Fulfilment management system (FMS) [604], a subscription engine [614], a plurality of channels [606], a load balancer [608], a Customer Relationship Manager (CRM) server [610] comprising a plurality of
15 micro-services, and a set of database [612]. The set of databases may include a
database 1, database 2, and a database 3. The EPC [602] is a centralised data repository which drives Business Support System (BSS) telecom operations and some network nodes for e.g., 5G charging system, called Policy Control Function (PCF) etc.
20
[0105] At the centre, the CRM server [610] containing different micro services is shown, which cater to different Application Programming Interfaces (APIs). Each microservice serves a particular context, e.g., Customer Order Processing Micro service (COP_MS) deals with order-related APIs which performs, for example,
25 submit order, query order, and modify order actions. Customer Information Service
(CIS) instances deal with customer-related APIs which performs create, modify or deactivate customer. Lead-to-Order (L2O) instances deal with APIs that manage the lifecycle of leads and prospects. Operations and Maintenance (OAM) instance deals with the maintenance and operation of all the microservice instances and
30 communicates with outer products related to alarms, Key Performance Indicators
(KPIs) or other management, and health check-up information.

[0106] The channels [606] are configured to provide input data to the CRM server
[610] through a load balancer [608]. In an embodiment, some examples of the
channels [606] include but are not limited to a channel 1 [606A], a channel 2
5 [606B], a channel 3 [606C] and a CRM user interface (UI) [606D]. The channels
[606] which are tightly coupled to the CRM e.g. CRM User Interface (UI) [606D] communicate directly via the load balancer [608] while other systems which belong to different products communicate to the CRM server [610] using the FMS [604]. FMS is a middleware which links two different products and performs language
10 translations or workflow management. For example, if one product understands
Simple Object Access Protocol (SOAP) protocol while the other one understands RESTful services, the FMS [604] translate the messages between these 2 nodes and ensure seamless communication. The CRM server [610] is also connected with the FMS [604], SMP (Service Management Platform) [616], and Data Information
15 Framework (DIF) [618] via https. The DIF [618] is a copy of the CRM [610], EPC,
and Geographical Information System (GIS) which caches the business data and provides API for fast access. The SMP [616] deals with the installation processes at customer premises, handling repair mechanism and technician visit to network sites.
20
[0107] In an implementation, an admin user operates the CRM UI [606D] to trigger the CRUD (Create/ Read/ Update/ Delete) operation on the CRM server [610] via the load balancer [608] or FMS. According to the present disclosure, the CRM server [610] stores all order journey configurations cached during the start-up of
25 micro services. Whenever any change, such as ‘update’, ‘delete’, ‘create’ etc., in
order journey configuration is received from the CRM UI [606D], the CRM server [610] processes the same and modifies the stored data in cache. The workflow engine picks the updated configuration item whenever subsequent order submission request comes at the CRM server [610]. Based on the configuration list, the next
30 milestone is triggered.

[0108] The present disclosure further discloses a non-transitory computer readable
storage medium storing instructions for managing one or more notifications in a
production system, the instructions include executable code which, when executed
by a one or more units of a system [200], causes an identification unit [202] of the
5 system to identify a set of notification generation systems. Further, the instructions
include executable code which, when executed causes a delegation unit [204] of the system to delegate the one or more notifications to a notification generation system from the set of notification generation systems. Further, the instructions include executable code which, when executed by a one or more units of a system [200],
10 causes a facilitator unit [206] of the system to facilitate switching between two or
more notification generation systems from the set of notification generation systems based on the delegation of the one or more notifications. Further, the instructions include executable code which, when executed by a one or more units of a system [200], causes a managing unit [208] of the system to manage the one or more
15 notifications based on a switching between two or more notification generation
systems from the set of notification generation system, and a running state of the production system.
[0109] As is evident from the above, the present disclosure provides a technically
20 advanced solution for managing one or more notifications in a production system.
The present solution enables managing one or more notifications in a production
system using multiple notification generation systems by switching in between the
multiple notification generation systems without restarting the production system.
Further, the present solution enables switching between multiple notification
25 generation systems on the basis of a predetermined delegation of the notification to
be triggered. Further, the present solution enables storing the configurations for
different integrated notification generation systems in a configuration module while
being managed separately without impacting the operations of each other. Further,
the present solution enables scenario/milestone-based notifications which get
30 triggered if they are configured for specific scenario/milestones.

[0110] While considerable emphasis has been placed herein on the disclosed
implementations, it will be appreciated that many implementations can be made and
that many changes can be made to the implementations without departing from the
principles of the present disclosure. These and other changes in the implementations
5 of the present disclosure will be apparent to those skilled in the art, whereby it is to
be understood that the foregoing descriptive matter to be implemented is illustrative and non-limiting.
[0111] Further, in accordance with the present disclosure, it is to be acknowledged
10 that the functionality described for the various components/units can be
implemented interchangeably. While specific embodiments may disclose a
particular functionality of these units for clarity, it is recognized that various
configurations and combinations thereof are within the scope of the disclosure. The
functionality of specific units as disclosed in the disclosure should not be construed
15 as limiting the scope of the present disclosure. Consequently, alternative
arrangements and substitutions of units, provided they achieve the intended functionality described herein, are considered to be encompassed within the scope of the present disclosure.

We Claim:
1. A method [300] for managing one or more notifications in a production
system, the method comprising:
5 - identifying, by an identification unit [202], a set of notification
generation systems;
- delegating, by a delegation unit [204], the one or more notifications to a
notification generation system from the set of notification generation
systems;
10 - facilitating, by a facilitator unit [206], a switching between two or more
notification generation systems from the set of notification generation systems based on the delegation of the one or more notifications; and
- managing, by a managing unit [208], the one or more notifications based
on a switching between two or more notification generation systems
15 from the set of notification generation system, and a running state of the
production system.
2. The method [300] as claimed in claim 1, wherein the one or more
notifications are related to a Customer Relationship Management (CRM)
20 system.
3. The method [300] as claimed in claim 1, the method comprises storing, by
a configuration unit [210] a configuration of each notification generation
system from the set of notification generation systems, wherein the
25 configuration of said each notification generation system is independently
managed at the configuration unit [210].
4. The method [300] as claimed in claim 1, wherein the set of notification
generation systems comprises at least one of one or more notification
30 engines and one or more notification hubs.

5
10

5. The method [300] as claimed in claim 4, wherein the one or more notification engines handle notification tasks in the production system and the one or more notification hubs is capable of notifying one or more target entities.
6. The method [300] as claimed in claim 4, wherein delegating the one or more notifications to a notification generation system from the set of notification generation systems, comprises delegating a notification task to at least one of the notification engines from the one or more notification engines and a notification hub from the one or more notification hubs.

7. The method [300] as claimed in claim 3, the method further comprises:
- receiving, by a transceiver unit [212], an input query associated with a
user and the one or more notifications, wherein the input query
15 comprises a set of input parameters;
- identifying, by the identification unit [202], one or more key elements from the set of input parameters based on the input query;
- retrieving, by a retrieval unit [214] from a database, at least one pre-stored notification configuration based on the one or more key elements;
20 - fetching, by the retrieval unit [214] from the database, a predefined
template associated with the at least one pre-stored notification configuration based at least on the one or more key elements;
- automatically generating, by a generator unit [216], a target notification
comprising at least the one or more key elements based on the
25 predefined template;
- transmitting, by the transceiver unit [212] to the user, the target notification; and
- automatically customizing, by an analysis unit [218], the one or more notifications based on the automatic generation of the target notification.

5

8. The method [300] as claimed in claim 7, wherein the set of input parameters comprises at least one of an order status parameter, an order milestone parameter, a customer category parameter, a customer type parameter, a product identification parameter, and a query scenario identifier parameter.
9. The method [300] as claimed in claim 7, wherein the target notification relates to a status of the input query associated with the user.

10. The method [300] as claimed in claim 7, the method further comprises:
10 - generating, by the generator unit [216], a customized notification
configuration associated with one or more input parameters from the set
of input parameters, in an event of an absence of the pre-stored
notification configuration for the user based on the one or more key
elements, and
15 - storing, by the configuration unit [210] in a database, the customized
notification configuration.
11. A system [200] for managing one or more notifications in a production
system, the system [200] comprises:
20 - an identification unit [202], configured to identify a set of notification
generation systems,
- a delegation unit [204] connected at least to the identification unit [202],
the delegation unit [204] configured to delegate the one or more
notifications to a notification generation system from the set of
25 notification generation systems;
- a facilitator unit [206] connected at least to the delegation unit [204],
the facilitator unit [206] configured to facilitate switching between two
or more notification generation systems from the set of notification
generation systems based on the delegation of the one or more
30 notifications; and

- a managing unit [208] connected at least to the facilitator unit [206], the
managing unit [208] configured to manage the one or more notifications
based on a switching between two or more notification generation
systems from the set of notification generation system, and a running
5 state of the production system.
12. The system [200] as claimed in claim 11, wherein the one or more
notifications are related to a Customer Relationship Management (CRM)
system.
10
13. The system [200] as claimed in claim 11, wherein the facilitator unit [206]
is further connected at least to a configuration unit [210], wherein the
configuration unit [210] is configured to store a configuration of each
notification generation system from the set of notification generation
15 systems and the configuration of said each notification generation system is
independently managed at the configuration unit [210].
14. The system [200] as claimed in claim 11, wherein the set of notification
generation systems comprises at least one of one or more notification
20 engines and one or more notification hubs.
15. The system [200] as claimed in claim 14, wherein the one or more
notification engines handles notification tasks in the production system and
the one or more notification hubs is capable of notifying one or more target
25 entities.
16. The system [200] as claimed in claim 14, wherein delegating the one or
more notifications to a notification generation system from the set of
notification generation systems, comprises delegating a notification task to
30 at least one of the notification engines from the one or more notification

engines and one of the notification hubs from the one or more notification hubs.
17. The system [200] as claimed in claim 11, wherein the facilitator unit [206]
5 is further connected at least to a transceiver unit [212], a retrieval unit [214],
a generator unit [216], and an analysis unit [218], and wherein:
- the transceiver unit [212] is configured to receive, an input query
associated with a user and the one or more notifications, wherein the
input query comprises a set of input parameters,
10 - the identification unit [202] is configured to identify one or more key
elements from the set the input parameters based on the input query,
- the retrieval unit [214] is configured to:
retrieve from a database, at least one pre-stored notification
configuration based on the one or more key elements, and
15 fetch from the database, a predefined template associated with the at
least one pre-stored notification configuration based at least on the one or more key elements,
- the generator unit [216] is configured to automatically generate a target
notification comprising at least the one or more key elements based on
20 the predefined template,
wherein: the transceiver unit [212] is further configured to transmit to the user, the target notification, and
- the analysis unit [218] is configured to automatically customize the one
or more notifications based on the automatic generation of the target
25 notification.

30

18. The system [200] as claimed in claim 17, wherein the set of input parameters comprises at least one of an order status parameter, an order milestone parameter, a customer category parameter, a customer type parameter, a product identification parameter, and a query scenario identifier parameter.

45

19. The system [200] as claimed in claim 17, wherein the target notification relates to a status of the input query associated with the user.
20. The system [200] as claimed in claim 17, wherein:
5 - the generator unit [216] is further configured to generate a customized
notification configuration associated with one or more input parameters
from the set of input parameters, in an event of an absence of the pre-
stored notification configuration for the user based on the one or more
key elements, and
10 - the configuration unit [210] is further configured to store in a database,
the customized notification configuration.
21. A User Equipment (UE) comprising:
a transceiver unit configured to:
15 transmit, to a system [200], an input query, wherein the input query
comprises a set of input parameters;
receive, from the system [200], a target notification, wherein the target notification is generated by the system [200] comprising:
- an identification unit [202] configured to identify one or more key 20 elements from the set the input parameters based on the input query,
- a retrieval unit [214] configured to:
retrieve from a database, at least one pre-stored notification
configuration based on the one or more key elements, and
fetch from the database, a predefined template associated with the at
25 least one pre-stored notification configuration based at least on the
one or more key elements, and
- a generator unit [216] configured to automatically generate a target
notification comprising at least the one or more key elements based on
the predefined template.