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A generic method to transfer a phone call with application forms filled halfway

IP.com Disclosure Number: IPCOM000013862D
Original Publication Date: 2000-Aug-01
Included in the Prior Art Database: 2003-Jun-18
Document File: 1 page(s) / 27K

Publishing Venue

IBM

Abstract

Disclosed is a method for call center applications to transfer phone calls with application data filled in application forms, often only halfway. (Transferring a phone call with application data is called intelligent transfer.) This method provides a generic method for doing that independently of individual applications or types of forms and even if forms are filled only halfway or not.

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A generic method to transfer a phone call with application forms filled halfway

   Disclosed is a method for call center applications to transfer phone calls
with application data filled in application forms, often only halfway.
(Transferring a phone call with application data is called intelligent transfer.)
This method provides a generic method for doing that independently of individual
applications or types of forms and even if forms are filled only halfway or not.

   The gist of this method is simple; most CTI (Computer Telephony
Integration) middleware products provide intelligent transfer capability.
This method uses the intelligent transfer capability and send a series of sets
of a key identifying an object and its state (i.e. serialized objects
representing data-filled forms) as application data.

   Some programming languages such as Java directly support object
serialization but some others do not. Even with a language not supporting
serialization itself, serialization can be done by the following procedure if
the language supports the element functions below:

Starting from the object reference of the outmost object:

Obtain the object identifier or name (which identifies each object


1.


2.


3.

within a parent object).

Obtain the values of the properties of the object.

If the object contains other objects, apply the above recursively for

Obtain the object type.


4.


5.

each nested object.

On the restoring side, do the opposite as follows:

Instantiate the first object type specif...