Browse Prior Art Database

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

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. 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: