Methods and apparatus for mapping an action, occurring within a customer
servicing computer system, from a meta-level domain to tasks within a system-level
domain are described. The actions are defined to have a plurality of data-fields,
each of which has attributes. For a subset of the meta-data fields, and for each
field within the subset, the mapper key is formed from a portion of the attributes.
Each mapper key is compared with a set of task templates. The task templates define
a sequence of system-level domain tasks. If there is a match of all the mapper
keys with a respective template, then a system-level domain task sequence is formed
to give effect to the action as the collective tasks of all task templates.
