International Business Machines Corporation

Other

Folu Okunseinde

Michael A Paolini

Michael Wayne Brown

Wing-Ying Stephanie Leung

Seema Sheth-Voss

David R Cheng

Scott Lee Winters

Tyron Jerrod Stading

A method and apparatus is presented for providing transaction-level security. The method comprises determining security information associated with at least one object of a transaction and determining if a remote device is capable of providing a level of security indicated by at least a portion of the security information. The method further comprises transmitting the object to the remote device in response to determining that the remote device is capable of providing the level of security.

Providing transaction-level security

A computer implemented method is provided for a bi-directional data mapping tool. The method for mapping between at least two data models comprises selecting a source including a first data model, selecting a target including a second data model and defining a relationship between the data in the source and the data in the target. The method further comprises generating a bi-directional map from at least portions of the source, the target, and the defined relationship.

Bi-directional data mapping tool

An intelligent self-configurable adapter is provided. Before transferring data, the adapter configures itself. After configuring itself, the adapter then starts transmitting the data. During data transmission, the adapter monitors the connection to ensure that the transmission is within a certain performance level. If the data transfer falls below the performance level, the adapter may reconfigure itself using a recovery strategy.

Intelligent self-configurable adapter

A method, system, and program for publishing hold queue characteristics are provided. Characteristics of an on hold system are monitored. Then, responsive to a selection by a caller of a format and interface for publishing the characteristics, the characteristics are transferred to the selected interface in the selected format.

Hold queue position publication

A method, system, and program for allowing callers to adjust in position within a call hold queue are provided. An advancement token earned by a caller is detected at a calling queue. The position of the caller within the calling queue is adjusted, in response to redemption of the advancement token, such that the caller is allowed control over the position within the calling queue by earning advancement tokens. In particular, a caller may earn advancement tokens by participation in competitions or surveys or by redemption of membership points.

Enabling caller controlled hold queue position adjustment

A method, system and product for managing a hold queue is provided. A call center receives an incoming telephone call from at least one caller and places the caller in an initial position in the hold queue. When a caller is in a hold queue at a call center, a request can be made to pause the caller's position in the hold queue. When the caller is ready to return to the hold queue or when the pause duration has expired, the caller becomes active in the hold queue.

Hold queue management

A method, system, and program for expert hold queue management are provided. A call is received at a call center. The call is placed on hold in a hold queue until a representative of the call center is available to answer the call. While on hold in the hold queue, the call is transferred to an expert. In particular, the call may be transferred to a second hold queue within the first hold queue if the expert is not immediately available. Experts may include freelance experts, query based experts, and emergency response experts. Then, responsive to detecting the call at the top of the call queue, the caller is notified of an availability of a representative. The caller may select to remain with the expert or transfer to the representative.

Expert hold queue management

A method, system, and program for managing a caller profile for multiple callers across multiple call hold centers are provided. Multiple call centers preferably subscribe to a remote caller profile server that manages caller profiles that are distributable to the multiple call centers. Each of the multiple call centers utilizes caller profiles to specify services to the callers related to the caller profiles when those callers are placed on hold within the caller centers. In addition, each of the call centers monitors the activity of callers while on hold and transfers the monitored activity information to the remote caller profile server to update the caller profiles.

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Oakhurst, NJ, United States of America

Folu Okunseinde