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I've owned my current canoe for about 3 years and have been looking into making some modifications to make it a little more user friendly and versatile. It is a River Ridge Custom that was built in Minnesota. I'll attach pictures later. I'd like to put something on the bottom (water-line) and below to protect it a little better than the factory gel-coat and paint job (I've finally quit crying myself to sleep when I scratch the bottom on a rock). I'd also like to add a new thwart and some oarlocks so I can float some rivers and get from A to B quicker when I want to conserve battery power on the lake (paddling yourself sucks). I'll also be adding some floor-boards to sit on top of the slatted ones (not fly line friendly, and flip-flops like to get caught when standing up). It is a fairly short (14'9") ,wide canoe that is double ended at the water-line but has a square transom above the water line for the electric trolling motor. Any suggestions for vendors (oar-locks, oars, materials etc.) would be appreciated. Also, how far forward of the rear seat should I put the new thwart with the oar-locks, I did find some 3 position teflon jobs on Hydes web-site. Any suggestions on oar length? thx otto
Otto, Some of your questions will be easier to answer when you've got pictures posted. But a question for you first -- do you usually use the canoe alone, or do you often have a passenger with you? Your answer will influence where you want to place the new thwart. (I'm assuming you are thinking of a wide thwart that would serve as a seating position when you're using the oars?) Ed
I'll get pix of mine posted this weekend. You can follow this link to check out the web-site to where I purchased it from, It was in an article (Outdoor Life or Field and Stream) a few years ago. I used to own a Coleman (now Pelican) that was indestructable that I thought was hard to handle, but compared to this tub it was a dream. thx otto
Otto - 1. Forget about trying to protect the hull. 2. The more stuff you put in that boat, the more wetted surface are, the more drag, the harder it will be to move. 3. It sounds like you need a different tool for the job. No amount of rigging will cure a less than stellar hull design.
Those wide "sportsman style" canoes suck for solo paddling. They are slow to gain speed and clunky handling. They were really designed as a compromise so that you can put an electric or small gas OB motor on them. My 13' square stern Sportspal was (is...rotting in the yard with electrolysis-induced hull cancer) 38" wide at the oarlocks, and I had those clamp-on oar locks for my paddles, which are 5' long. I seldom used the paddles set up as oars, but mainly relied on my electric trolling motor for trolling and covering distance, and just paddled the beast with one paddle when I needed to. The few times I had another person in the boat and we both paddled, it was fine. I put both batteries (a spare is nice, and the extra weight in the bow is just right for balance when you are going solo) in the bow, running about 10' of 6 gage battery cable (less resistance in thicker wire) from the rear seat to the bow. What I really miss about that boat is its stability and the ease of fishing with an electric motor. My current Ultimate 12 (12' hybrid canoe) is smaller, lighter, faster, much more responsive and maneuverable and easy to paddle with a double bladed paddle. Its also much lighter and easier to car-top and carry. I can paddle it faster (in short sprints, like when going upstream thru a slower chute or riffle section) than I could go in the ol' heavy& beamy Sportspal with the electric. The Sportspal could carry a lot more gear, including a large cooler capable of holding a few salmon. (We trolled for Kings from this in the lower rivers). Only big downside of paddling is that its pretty hard to cast when you have a paddle in your hands. I have to either drift, anchor up, or park my Ultimate 12...no more of that relatively easy holding position against the current with electric power, while making a good cast. Miss more strikes when trolling, too. The bow-mounted anchor drop I had made for the Sportspal was faster, quieter, and easier than my current system of hand-dropping a small home-made anchor and trollying it either forward or to the stern. I had also made custom clamp-on seat brackets and added folding driftboat seats with swivel mounts. Very comfortable, compared to bare canoe seats. I originally made just one for the bow seat, as I often stood up when motoring with a passenger, so that I could see deadheads and rocks in our path. Then I made a similar bracket for the rear seat so I could kick back in comfort when going solo. I still have all these home-made attachments that will fit a 13' Sportspal, except that I moved the swivel seats to my jon boat. It was a lot of fun customizing that Sportspal to my needs, though, and it served me well. The neighbors cats have been seen playing in it recently...R.I.P.
Here's something that will help the bottom-- strike a waterline, sand to prep and then paint it with an epoxy-graphite coating. The graphite will help it slide over gravel or rocks a lot easier. Go to www.bateau2.com and do a search.
Those cats are my little buddies...not only are they relentless rodent exterminators, but they like to tandem surf on my picnic table benches...they get on one and actually rock it back and forth. Wish they wouldn't do it in the middle of the night though. Wakes me up sometimes. Thump...thump....thump... I think they discovered furniture surfing by jumping up on the backs of my neighbor's dining room chairs and rocking those.


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New Noise Presents:
New Noise Presents: Ozomatli w/DJ Magneto
DJ Magneto
SOhO Restaurant and Music Club
1221 State Street
Santa Barbara, CA, 93101
Doors 7:00 PM / Show 7:30 PM
This event is 21 and over
"Brewing a vital concoction of Latin salsa, urban hip-hop, and jazz-funk, Ozomatli formed in Los Angeles in the mid-'90s, eventually settling on a lineup that included Raúl "El Bully" Pacheco, Ulises Bella, Jiro Yamaguchi, Cut Chemist, Chali 2na, Wil-Dog Abers, Mairo Calire, Rene "Spinobi" Dominguez, Justin "Niño" Porée, Asdrubal Sierra, and Jabu. After making their name on the local club circuit, the group made an appearance on the urban late-night talk show Vibe! and released its self-titled debut in June 1998. Embrace the Chaos was released in 2001, followed by an EP, Coming Up, in 2003. A third full-length, Street Signs, which featured a changed lineup (both Cut Chemist and Chali 2na, for example, left the group on good terms), came out in 2004 and subsequently won a Grammy. A concert CD, Live at the Fillmore, with an accompanying DVD of the show, was released in 2005, unofficially honoring the group's tenth anniversary, and in 2006 Don't Mess with the Dragon was released, followed by Live from Soho in 2008. The band returned to the studio with producer Tony Berg to issue Fire Away, its debut album for Mercer Street Records/Downtown Records, in 2010." - John Bush, AllMusicGuide
Upcoming Events
SOhO Restaurant and Music Club
Tue, March 28
Phil Menchaca Jazz Quartet
Wed, March 29
Get Up Stand Up! Earth Day Benefit - "An Evening of Poetry, Song, and Theatre"
Thu, March 30
Ganja White Night
Fri, March 31
The Paper Kites
Sat, April 1

subset: commoncrawl


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Teaching Quotes
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Teaching should be such that what is offered is perceived as a valuable gift and not as a hard duty.
A man should first direct himself in the way he should go. Only then should he instruct others.
We shouldn't teach great books; we should teach a love of reading.
Just as a person is commanded to honor and revere his father, so he is under an obligation to honor and revere his teacher, even to a greater extent than his father; for his father gave him life in this world, while his teacher instructs him in wisdom, secures for him life in the world to come.
You'll miss the best things if you keep your eyes shut.
Great teachers are usually a little crazy.
The teacher who knows the most about a subject isn't necessarily the one who can teach it best.
Iron was black and sheenless, but cleansing and polishing washed away its blackness.
Don't let what you cannot do interfere with what you can do.
Don't let yesterday take up too much of today.
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The time we waste trying to find out what life is all about could be spent loving someone and finding out.
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Go Karts
Heatherton's Karting World
Fun for both Adults and Kids - 300m Outdoor Track
Go Karting at Heatherton Theme Park near Tenby, Pembrokeshire South Wales. With one of the only outdoor Go Kart circuits in South West Wales with karts for juniors and adults, family fun is guaranteed.
The adult karts (14 years +) are certainly for the thrill seeker as they do high speeds of up to 55mph!
The junior karts (6-13 years) are great fun for children as they race separately from the senior Go Karts, but on the same great outdoor track.
Heatherton also offer Karting Packages in the form of the 'Endurance Race' and 'Grand Prix'. If you have a group (8 or more) you can book the entire track at a discounted rate and have an adrenalin go karts battle with your friends with trophies and champagne at stake! If you are looking for a fun day out we have a range of activities that can be done by the whole family, admission to the park is free and we are open all year round!!
For more information call us on 01646 652000 or email firstname.lastname@example.com
Heatherton World of Activities, St Florence, Tenby, Pembrokeshire, Wales SA70 8RJ


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Some Houstonians outraged after Zimmerman gets $150,000 bail
George Zimmerman apologized to Trayvon Martin's parents at his bond hearing today and claimed he did not know Martin's age (17) or that he was unarmed. He will be released on a bond of $150,000. Houstonians following the case of took their reactions to Twitter. …
Immigration and Customs Enforcement has collected nearly $1 billion in bail bonds
The money reflects a roughly threefold increase in the number of people granted bond since 2006, enabling at least 209,163 potential deportees to avoid detention and go on with their lives as they await their legal fate, according to ICE data obtained by the Houston Chronicle.


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The TSC/Rheb/mTOR signaling pathway plays important roles in protein synthesis, growth and cell cycle progression in response to nutrients, energy and growth factors such as insulin and insulin like growth factor. Overactivation of this signaling pathway is detected in a variety of human cancers and rapamycin, an inhibitor of mTOR, is being evaluated in clinical trials. Our recent work demonstrated that a single amino acid change can confer constitutive activation. More recently, we have made an important discovery that activating mutants of mTOR can be identified in human cancer genome database. In this application, we will focus on these mTOR mutants and ask first whether these mutants exhibit transforming activities. We will then carry out experiments aimed at gaining insight into the mechanism of activation of mTOR by the mutations. Finally, we will use fission yeast as a system amenable to genetic analysis to gain further insight into the mechanism of activation of the TOR signaling.
The mTOR signaling plays critical roles in growth and proliferation of mammalian cells. Deregulation of this signaling pathway causes cancer and genetic disorders. We will identify and characterize mutations in mTOR that confer constitutive activation.
Showing the most recent 10 out of 93 publications


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AEHQ: Nominees Move Closer, VP Hunt Takes Spotlight [VIDEO]
More primary voters head to the polls this week, but this time, the nominees are becoming clearer. President Obama will likely clinch the Democratic nomination this week, while Mitt Romney has tapped longtime aide Beth Myers to start his rigorous search for a running mate ahead of the Republican National Convention in August.
FOX News Radio's Jeff Monosso reports in this election update:
Audio clip:
From America's Election Headquarters…
Five states head to the primary polls tomorrow (Tuesday), and President Obama expects to reach the delegates needed in the low-key Democratic primary. On the Republican side, presumptive nominee Mitt Romney expects to also to do well tomorrow in his delegate count.
Meantime, speculation swirls over who Romney will pick as VP. Some of the names that keep popping up: Florida Senator Marco Rubio.
(Rubio) "We're gonna let his process play itself out."
…Rubio on CNN. Also leading the pack of VP contenders in recent polls: New Jersey Governor Chris Christie, Wisconsin Congressman Paul Ryan and former Secretary of State Condoleezza Rice.
Jeff Monosso, FOX News Radio.
WATCH as Indiana Governor Mitch Daniels weighs in on the race for the White House HERE:


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QuicksearchDisclaimerThe individual owning this blog works for Oracle in Germany. The opinions expressed here are his own, are not necessarily reviewed in advance by anyone but the individual author, and neither Oracle nor any other party necessarily agrees with them.
Enemy insideSaturday, January 4. 2014Comments
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This is what Measured Boot from a Trusted Platform Module is intended to mitigate.
Of course, this assumes that you get a "known clean" software install in the first place, and that the TPM is itself not compromised. Ken Thompson dissected this issue a very long time ago in his "On the Nature of Trust" paper, and it's still just as true today. Ultimately, "you can't build something secure, on top of something that isn't". Sadly, too many people don't seem to appreciate this. It doesn't do your sleep much good, though.
2014-01-04 23:05
I basically agree with all your points, but don't draw the conclusion that we are completely defenseless. Yes, an adversary who knows your system completely and can test exploits on exact clones of all your computers will be able to subvert perfectly all your digital devices.
But in practice, this is not the case, and I don't see where the magic firmware that fits in the constrained resources available on a HDD controller, but is still able to know how to patch checksummed ZFS blocks, detect TV firmware upgrades and still have no observable performance/behaviour differences would come from. Because obviously software has bugs, and so will any malware! And while we will not be able to spot the 1M handcrafted exploit that the NSA developed to specifically subvert your computer (for whatever reason) we might be able to spot the inadvertent change of serial-number that a less skilled attacker overlooked when patching your HDD firmware. Or the additional 1MB-block of RAM the system management mode on my computer suddenly consumes in addition, because the attacker didn't think I'd notice when he put the Spy-Mode in my BIOS that needs additional storage. Or, if I can read out the flash, the changed checksum in some of the computer UEFI-Firmware's blocks, without me remembering upgrading it (of course, the problem is getting details right, but I hope you get my idea). Having a public repository of "known-good" observables/checksums for widespread computers/accessories will help here. So what I concluded from the revelations about the NSA computer-bug-catalogue in Der Spiegel, and the corresponding 30c3 talks viewable online is that we shouldn't only monitor the integrity of the "payload" data of our computer (kernel, modules, system files) but also try to verify many of the observable characteristics of all the low-level code running in various parts of the digital devices. Then we have a good chance to detect the subterfuge, or if not, at least make exploits much more complicated, therefore more expensive to produce, and in consequence being used less. And, of course, handling components formerly considered "internal" like potentially malignant parts, checksumming in ZFS/BTRFS and only storing encrypted data is part of it, also raising the bar considerably.
It doesn't have to detect firmware upgrades. It just has to wait until you access a file that is a known firmware upgrade. And checksums? Well ... most people i know are still using VFAT and NTFS with no checksum protection of the data. And due to the concentration in almost all markets, the number of targets is astonishingly small, there are not many hard disks vendors and compromising just one would give you a large or a very large share.
Of course we are not defenseless ... however defense gets more and more difficult.
2014-01-05 13:32
+1The LKSF bookThe book with the consolidated Less known Solaris Tutorials is available for download here
Web 2.0Contact
Networking xing.com My photos Comments
about Thu, 23.03.2017 16:00
Great post! As always.
about this situation: a leaf
with only memory resource, wit
hout a CPU
lgroup 2 ( [...]
about Thu, 13.10.2016 15:51
Funny thing, I just found out
that there is no equivalent co
mmand for Linux.
about Mon, 26.09.2016 08:48
flash required? really?
about Tue, 21.06.2016 15:47
it would be nice to ge
t a version to print as a A5 b
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Home / Wedding Entertainment
Here's everything you ever needed to know about booking your wedding entertainment, from how much to budget and when to book, to venues and public liability insurance, courtesy of the experts at Warble Entertainment. If you have never booked entertainers before, you may be feeling a little daunted by it, especially when added to the list of everything else you need… read more
Weddings are brought to life by music. A solemn ceremony becomes a joyous occasion when the music starts, and you don't have to hire a live band. A solo wedding singer and guitarist will provide ideal entertainment for both your ceremony and reception. The Solo Wedding Singer and Guitarist One of the benefits of booking a solo… read more
Once your wedding breakfast and speeches are over, the real fun begins. Live music brings a wedding celebration to life as everyone lets their hair down and kicks off their shoes to dance. Here's everything you need to know about wedding entertainment. There's something very special about live music. If you're thinking of hiring a live band for… read more
Really investing in the music for your wedding pays dividends: it sets the tone for your ceremony, provides the soundtrack to your drinks reception and wedding breakfast, before becoming the soul of your party. Whilst many people are after the timeless traditional atmosphere that a classical wedding string quartet provides, it's increasingly common to see… read more
Once the ceremony is over it's time for the party to begin, but how are you going to keep your guests entertained keeping with your vintage theme? Here are 10 marvellous ideas for entertainment for vintage weddings! 1. Naughts and Crosses Scale up this boredom buster and let your guests get really competitive. This game… read more
If you're looking to make your big day even more special there's only one choice for the entertainment – it has to be a live performance from talented musicians that will wow your guests. A brilliant band or a stunning soloist can enrich the occasion and leave you with a soundtrack to memories that will… read more
Having a live band at your wedding can create a really fantastic atmosphere and help to make your big day even more special. There are so many fantastic bands out there, the problem is – how do you choose one?! Tailored Entertainment has a massive choice of sensational live bands, in a huge range of styles from… read more


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Value: $1,500 in first year, increasing to $2,500 in second year and to $3,500 in the final year of study. Tenure of award: The scholarship will be continued for the original holder up to honours level (4th year) providing the holder continues to perform to the required standard. Closing dates...
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Publication number | US8005814 B2 |
Publication type | Grant |
Application number | US 12/325,901 |
Publication date | Aug 23, 2011 |
Filing date | Dec 1, 2008 |
Priority date | Nov 30, 1998 |
Fee status | Paid |
Also published as | EP1196882A1, EP1196882A4, US6826745, US7467135, US20020022986, US20050086220, US20090083246, WO2000033226A1 |
Publication number | 12325901, 325901, US 8005814 B2, US 8005814B2, US-B2-8005814, US8005814 B2, US8005814B2 |
Inventors | John L. Coker, Matthew S. Malden, Kevin R. Nix |
Original Assignee | Siebel Systems, Inc. |
Export Citation | BiBTeX, EndNote, RefMan |
Patent Citations (23), Non-Patent Citations (14), Referenced by (2), Classifications (13), Legal Events (4) | |
External Links: USPTO, USPTO Assignment, Espacenet | |
This Application claims priority to and is a Continuation of U.S. patent application Ser. No. 10/900,339 filed on Jul. 24, 2004, which is a Continuation of U.S. patent application Ser. No. 09/866,878 filed on May 30, 2001, which is a Continuation of PCT Patent Application No. US99/28415 filed on Nov. 30, 1999, which claims the benefit of U.S. Provisional Patent Application No. 60/110,187 filed on Nov. 30, 1998, each of which is hereby incorporated by reference in its entirety.
This invention relates to scripting, including methods of scripting, systems for scripting, and user friendly methods, systems, products, and tools for configuring, reconfiguring, customizing, and enhancing the scripts. This invention particularly relates to end-user (call center or marketing representative) customization and modification of the script contents and/or logic.
Scripting is used for call centers, customer support centers and technical support centers to empower customer service representatives and telesales and telemarketing professionals. Scripts, as used herein, are interactive tools that guide a user, as a telemarketer, a sales person, or a technical support technician through a telephone or in-person/point of sale/point of service interaction with a customer. Scripts are characterized by branching from a question to particular subsequent questions, or to an associated database, as a function of the customer's answer to a previous question or an output of an associated database, thereby automatically guiding the user-customer dialog while enforcing workflow and the business process.
Scripts are used in a variety of different scenarios from sales to service in the financial, telecommunications, insurance, and retailing industries, among others. Scripts can be used to gather information, disseminate information, create new customers, take orders, etc. Third party outsourced vendors rely heavily on scripts to guide users through a variety of different work flows on different products. Vendors use scripts as a way to ensure that product will be sold and services provided in the manner their customers desire; that is, a manufacturer may contract out its "Help Desk" or "Telemarketing" functions to a vendor, and will therefore find it desirable to provide scripts to enable the vendor to respond to service requests or sales opportunities.
A clear need exists for scripts that interact with underlying associated databases, e.g., inputting data to the databases, extracting data from the databases, and branching in response to both user and/or customer inputs and to data inputs and/or outputs to or from the databases.
Scripts generally require a certain amount of customization and configuration, for example, to the user's business or business process, and to changes in the metadata and metastructure of any underlying or associated databases. Heretofore, script customization, configuration, and reconfiguration has required a substantial amount of code rewriting and revision, or a substantial amount of software overhead to support a very limited amount of mainly cosmetic customization features.
A clear need exists for a script method and system that facilitates end-user customization, configuration, and reconfiguration with a minimum amount of software overhead and code rewriting.
According to our invention there is provided a system, and method where the underlying software structure is readily configurable and reconfigurable by the user, and utilizes reusable objects (including routines, subroutines, and functions) having data, public functions and variables accessible to the end users, private functions and variables not generally accessible to end users, and where the product, system, and method can be configured, reconfigured, modified and/or personalized through derived classes or functions that call the public functions of these objects, reusing them and inheriting their properties as in object oriented programming and/or through function and subroutine calls and passing variables as in convention programming.
The invention disclosed herein provides a system for facilitating interaction between a customer and a service provider. The system is configurable and with a set of reusable components, as either reusable objects, data, public functions, and private functions, or routines, subroutines, and functions with global variables and local variables. The public functions, routines, and subroutines, which are callable by an end user, can be accessed through derived classes of objects or calls. The system also includes a script and an associated database.
The script has a hierarchical set of structured pages, with at least one of the pages having a structured set of questions. At least one of the questions has responses that causes the system to either i) link to an associated database, or ii) link to another question in the script. The link may be a query, or the output of the database serving as a link to another question in the script. Where link is input to our output of the database, the data is data related to the interaction.
When the link is a link to another question in the script, the link may be to a question in the same page or a link to another question in another page in the script.
In a further exemplification of the invention, there is provided a system, which may include one or more computers, with computer program code, running on one or more computers, for facilitating interaction between a customer and a service provider. The code is made up of reusable elements such as the objects, functions, and variables of object oriented programming, or the functions, routines, subroutines, global variables, and local variables, and calls of conventional programming paradigms. The computer program code includes a script and an associated database, and causes the system to a) present a question to a user, b) receive a response from the user, and c) branch to link to either i) the associated database, or ii) to another question, both in response to the user's response to the question.
The computer program code can cause a query of the associated database, and, as a result of the query, cause the database to output a link to another question in the script, or to cause the database to output data related to the interaction. Alternatively, the computer program code cause a link to another question which is in another page in the script.
In the case of object oriented programming language, the computer program code contains base objects containing data, public functions, and private functions, and the computer program code is configured to utilize additional classes of objects inheriting properties of said base objects. However, in the case of such programming languages as FORTRAN, BASIC, and the like, the program code contains, functions, routines, and subroutines, and calls, which use global variables to call the functions, routines, and subroutines.
A further aspect of our invention is a method of configuring software adapted for facilitating interaction between a customer and a service provider utilizing a script and an associated database. The method of the invention utilizes reusable components, such as calling a set of reusable objects, data, public functions, and private functions, where the public functions are accessed through derived classes of objects, in object oriented programming, and calling functions, routines, and subroutines in conventional programming.
The script is a set of hierarchically structured pages, with at least one of the pages having a structured set of questions, where at least one of the questions has responses, and at least one of the responses causes the system to either i) link to an associated database, or ii) link to another question in the script. The method involves the steps of: (a). presenting a question to a user, (b). receiving a response from the user, and (c). branch in response to the user's response to the question to link to either i) the associated database, or ii) another question.
The method may include querying the database through the link to the associated database, the output of the database may be a link to another question in the script, or data related to the interaction, or a link to another page in the script.
The method of the invention includes creating either derived objects and calling a set of reusable base objects, data, public functions, and private functions, or calls using functions, routines, and subroutines.
A script is assembled from a set of modular elements. The modular elements are, in increasing order of granularity, the script, one or more pages within the script, one or more questions per page, a set of answers for each question, branching logic from the answer set, and an associated database or databases which input and/or output data in response to questions and/or answers thereto. A script may have a plurality of pages, each such page having a plurality of questions displayed in one view. Each question, in turn, has an answer set, with the answers having branches to other modules, for example, other pages or questions. The scripts of our invention are characterized by branching within and between scripts, pages, and questions. The branching may be driven by a customer's answer to a question, either alone or in combination with contents of the underlying database or databases.
Modular elements, which are ordered and directed sets of questions, answers, answer-driven branches, and answer driven database accesses, serve to control and guide the employee-customer interaction. This is done by enforcing business processes during the interaction. The questions are logically related questions within the business process. Enforcing business processes through branching and database accesses enables users, as well as call center agents, to interact with customers in a useful and productive manner. With respect to the business process, including control of the business process, and branching, each page preferably has a plurality of questions, with each question being capable of having one or more answers. The modular elements contain objects which may be called by other objects (as functions and variables), that is by calling public functions of a called object. Additionally, the objects permit end-user configuration to control the logical flow of questions, responses, and links.
The method and the system of our invention both provide for verifying one or more of the absence of unreachable pages, unreachable questions, and missing answer branches, and the presence of pages called by the script and translations.
The script method and system of our invention provides for visual representation of questions. The questions may be visually presented to accommodate the agent's skill level or the desired flow of the script. This allows for controllably revealing of future questions to the telemarketer, user, or customer service technician by revealing the current question, all questions within a page or all questions that will definitely be reached.
A further aspect of the method and system of our invention is the relationship of the script with one or more underlying or associated databases. This provides, among other things, the capability of saving customer answers and/or retrieving customer and/or product or service histories, characteristics, or properties. Customer answers may be saved in an answer table, which requires no configuration and saves all responses for questions that an administrator specifies should be saved. These responses may then be transferred to an associated external application for further analysis. In addition, responses can be directly saved in the business object and/or business component so that it is immediately accessible by the call center agents. Additionally, default answers may be provided, which may be overwritten when conducting the script.
A further aspect of our invention is a method of, and a system for creating, upgrading, configuring, reconfiguring, enhancing, or personalizing customer interaction scripts using object oriented programming tools, methodology and paradigms, for interaction with the associated database. For example the upgraded, enhanced, configured or reconfigured, personalized, or customized script may be based upon the underlying database or databases. The associated database or databases contain customer data, product and/or service data. The internal logic of the script links the databases to the script to enable using the database contents in a dialog with a customer, and in conjunction with the internal logic for linking the pages, questions, responses, branches, database accesses, and database contents together. A further aspect of our invention is the dynamic creation of questions for a script through the script's interaction with the database or databases.
According to a further aspect of the method and system of our invention, scripts are distributed to users in the field. This distribution may be based upon visibility rules of the users in field. That is, a user in the field may receive only scripts applicable to his or her customer set or product set. In this way, a script may be created that is specific to input from a database of customer data and product data and a specific user's contact list. The output is both a script that is directly applicable to the customer set, and the user's "task list."
The script may include a generic answer table, and a business component field, with the answers including data to be reflected in enterprise's business data. The scripting method and system of our invention facilitates saving answers to specified questions in an answer table or directly in one or more business component(s) and/or associated databases. In this way, responses can be saved and stored in different business components and business component fields.
The user interface of the desktop may be such as to insure that important questions and data are always visible to the user. This is referred to herein as a dynamic dashboard. Moreover, the desktop view may provide a section of the screen that displays script-page-question treeing and/or script-page-question-answer-link treeing, in order to enable the user to easily navigate around the script. In addition, a section of the screen may store persistent data about the caller, product interest, owned products, utilized services, and script metrics, for example, such as Time Elapsed and Target Time.
In a preferred embodiment the script is fully integrated among and between the global set of scripts, questions, answers, and database accesses, to allow launching of other views and returning to the script. According to our invention capability is provided to automatically launch scripts from a computer telephony integration (CTI) system, or from underlying code or commands, as in Visual Basic, JavaScript or Visual C++.
The structure of the underlying system and system logic allows re-use of individual pages in multiple scripts. Moreover, the scripting method and system of our invention uses object oriented programming techniques, tools, and paradigms, especially for user configuration and reconfiguration. In this way objects may be created, declaring variables of a provided class or deriving a class, whereby the derived objects inherit properties from the provided or base objects. This facilitates a single location of administration, including pre-, and post-validation and branch handlers.
The method, system, and program of our invention provide a high degree of flexibility to support complex scripting needs, including multi-lingual call scripts supporting multi-lingual call centers, and easy local personalization and modification.
The scripting method and system of our invention facilitates reducing the navigational choices of the call center user by locking the choices into the script user interface and, thereby, enforcing the desired business process and workflow that the organization wishes its users to follow. It further facilitates the ability of end-users and end-user administrators to modify or enhance or personalize the product by creating new objects and inheriting properties based on existing or base objects. The scripting method and system of our invention replaces standard forms based user interfaces, with a dynamically generated user interface that uses answers to previous questions and the contents of underlying databases to drive the interaction and lead the user through a series of selected questions.
The scripting method and system of our invention may be presented or augmented in two components, an Agent interface and an Administration interface. The Administration interface allows users to define and link the various elements of a script together. The information about the elements in the script lives in the database, and the Agent interface calls that information.
The method and system of our invention is operable in various scenarios, including, but not limited to (i) a connected standard call center application, (ii) a thin client; (iii) over the World Wide Web or other internet or intranet. The script may be launched from (i) an on screen menu item; (ii) a user response, as when a script is associated with a sales campaign or a specific product; (iii) a CTI screen pop up; and (iv) programmatically from Visual Basic, JavaScript, Visual C++ or other program.
The script responses are saved to the associated database in normalized or denormalized format. By this expedient users are able to access the stored information either for reporting, or calling up from the script at a later point in time. Sections or fields of information in the script may be mapped to business components for automatic save to the database. Users are able to define if those saves occur during the script or at the time of script save. The script system determines the nature of the information coming from the script (i.e. is the database access an insert, an update, etc). Separate tables from the standard business components may exist to accommodate these requirements. In a further interaction with the underlying database or databases, administrators and/or users are able to access standard sets of information from business component databases. These standard sets of information include product information, contact names, and any type of custom lookup.
Scripts are able to launch customized VB or JavaScript code and any other scripting language from anywhere in the script. This code can be used to do any number of actions surrounding the workflow and configuration of the script. Users are able to store the code in the scripting tables or the standard location for code/programs.
The scripting method and system of our invention are able to generate dynamic text for the user. For example, an entire block of text (i.e. something a user says to a customer) might be dynamic and driven from a source other than the scripting metadata. Another example would be to insert a name dynamically into a sentence, or change the wording based on time of day, etc.
The scripting method and system of our invention may be described and illustrated in terms of its scripting metadata. Scripting metadata includes information about the script itself, and, optionally, the underlying databases. The metadata can include a wide range of data about the script, from what the interface looks like and how it should behave, through logical branches in the script, to sites of database access including the type of database access (read, write), the database fields accessed, data about the database data, and such metadata as internal and external links, graphics, data structures, and the like. The metadata shows table that are hierarchically arranged with clear relationships between the script members.
The method and system of our invention may be understood by reference to the Figures appended hereto.
According to our invention, there is provided a system and a method for facilitating interaction between a customer and a service provider. The system contains a script and an associated database, where a script is a hierarchical set of structured pages, and at least one of the pages contains a structured set of questions. The questions each have a set of likely responses, where at least one and preferably more of the likely responses causes the system to either link to an associated database, or link to another question in the script.
The system, 101, of the invention is shown in
The link to an associated database may be a query. The output of the database may be a link to another question in the script, or data related to the interaction. Alternatively, where the link is another question in the script, the link may be to either the same page or to another in the script.
The method and system of the invention are implemented in computer code that causes the system to present a question to a user, receive a response from the user, and branch as a result of the response. The branch may be a link to the associated database, or to another question in the script. Where the link is to an associated database, it may cause a query of the associated database. In turn, the associated database may cause the database to output a link to another question in the script, or to output data related to the interaction. Alternatively, the computer program code may cause a link to another question which is in the same page or another page in the script.
A further aspect of our invention is a method of facilitating interaction between a customer and a service provider utilizing a script and an associated database, where the script has a hierarchical set of structured pages, with at least one of the pages having a structured set of questions. At least one of the questions has a set of likely responses. The responses drive the logical flow of the process, with each different response likely causing the system to either link to an associated database, or link to another question in the script. The first step in the method of our invention is the presentation of a question to a user, and receiving a response from the user. The method then generates a branch in response to the user's response to the question. The branch causes a to link to an associated database, or to another question.
A further aspect of our invention is the facilitation of end-user modifications, personalizations and customizations by deriving and defining objects, as classes, functions, and variables based upon incorporated or base objects, as classes, functions, and variables, using the methods of object oriented programming.
Throughout this document, we will use the following terms in reference to the scripting method and system of our invention:
According to our invention, scripting is the use of ordered and structured sets of pages of ordered and structured sets of logically linked questions and sets of likely responses thereto, with branching from and to questions, and accessing of associated databases, for example to drive branching or subsequent questions. Scripting can be illustrated by considering the scripting metadata. Metadata is used here in the sense of "data about the data" and refers broadly to the structure and architecture of the data. Scripting metadata includes information about the script itself, what it looks like, how it should behave, and how it should be driven by scripting metadata as shown in
The structure and order is illustrated by considering the script metadata structure in terms of tables. The tables making up the script are hierarchically arranged with clear relationships between the following members: script-page-question-answer.
Property type information may be passed from elements at a higher level of the script to elements at lower levels of the script. The user is able to over-ride the introduction of property type information at any lower level.
In this regard, scripting can be illustrated by considering the flow of information in a scripted interaction. This is shown graphically in.
Turning to
The top applet on the view of
Users view the scripts and navigate through different pages by clicking on the linked script or page nav bar. Opening up the linked script nav bar explodes the view into all of the scripts linked to this script. Scripts that have already been touched may be a different color, size, or font, or if a script property is set, may not be visible. This will mean that these menu items are not designed during design, but are dynamically created at run time. The same property applies to pages as well.
The explorer tree view, 71, shown on the left of
The Explorer shows a tree control of the script path with the groups and questions answered. The user is able to navigate to any place in the script from that tree control.
Users are able to configure and reconfigure scripts, that is, users are able to build components one at a time and link them together as they build (top down script building) or create all script components and then link them together (bottom up method).
The structural diagram, shown in
When a script is launched, the page sequence determines which pages will come into view first. The pages will appear in a pre-configured applet type called a call script applet. Within, for example, Siebel Tools, the configurator will determine the applet size in sectors and mark this applet as a call script applet. This applet region, in turn, is activated when a call script is in operation. The call script linked to that view determines the behavior of the call script applet region. This operation is performed as part of call script administration.
Multiple questions for a given page may appear at the same time and the user can enter answers to the questions in any sequence.
Provide a place for users to create modular event names that can be used anywhere in a script. These would appear in the handler drop down in the properties views. Any event that has been created can be used as any type of event, except for computed branches. There should be a check box to denote computed branches.
Administrators/Authors are able to export scripts and import them. The export process should export the script in a transportable mode so that it can be easily imported into another database with possible different metadata repositories. Among items that can be exported are the hierarchy and all of its script/group/questions/choices/branches and their properties. Importing notifies the user if there is an error or conflict. The import process should load all of the new information into the database with new ids or utilize existing objects.
Objection Handling. A view may be created for users to create objections and their rebuttals.
The Data Model
Various tables are needed to support Scripting (see the Appendix for table listings). Interface tables are also needed for exporting the answer tables.
Questions and Answers
The tables which contain questions and answers are separate from the actual Scripts which use those questions so they can be reused in multiple scripts. The tables include, among others, S_CS QUEST and S_CS_ANSWR, each with a translation table (S_CS_QUEST_LANG and S_CS_ANSWR_LANG). Answers are children of questions and each answer can be used by only one question. Each translation is a child of a single question or answer. All foreign keys in the system named QUEST_ID point to S_CS_QUEST (not the translation) and all keys named ANSWR_ID point to S_CS_ANSWR.
Answers are children of questions, in a many-to-one relationship. Each question may have zero or more answers. Individual answers are distinguished by their ORDER_BY column (an integer value). This ORDER_BY column indicates the order in which the answers are to be presented in the question. The user key columns for S_CS_ANSWER are QUEST_ID and ORDER_BY.
An important attribute of a question is it's "answer type" (S_CS_QUEST.ANSWR_TYPE_CD). This type code identifies the type of data collected by the question.
Another important attribute is the "choice" flag (S_CS_QUEST.CHOICE_FLG). If this flag is true, the user must pick from the list of answers for the question (and answers must exist). The wizard will display multiple choice questions in a combo box. If answers are defined, the combo box will be read-only (a "drop-list") otherwise it will be editable. If this flag is false, the answer is not constrained to an explicit list of values. The wizard will display non-multiple choice questions with edit boxes (usually).
Translations are many to one for questions and answers. There must exist a translation for each question for each language the call script may be taken in (since the translation of the question is the actual text displayed in the wizard). Translations need not exist for answers, but should probably exist for answers to multiple choice questions. If a translation does not exist for an answer, and the question is multiple-choice, the value for the answer (S_CS_ANSWR.VALUE) will be displayed.
The translation for a question also contains a long column CS_TEXT, which is used for free-form text displayed to the user when the Help button is pressed. This should be used to convey any additional information related to the question which the call taker may need to know.
Each question also contains the name of the business component Field the data it collects is meant to be stored in. If the question is a currency question, it also uses a separate field for the currency code. The names of these fields are stored in the SAVE_FIELD and CURCY_FIELD columns. For questions used in Scripts the SAVE_BUSOBJ and SAVE_BUSINESS COMPONENTS columns should also be used since fields in more than one business components can be saved to.
New questions and answers may be created, as well as new sources or databases for questions, and new destinations or databases for answers may be created by declaring new objects of a base object and by making use of objects, variables, and functions in the existing class, through inheritance.
Graphically, a "script" may be represented by a graph whose nodes are pages, sets of questions, or even individual questions. Each traversal of the script is an execution of the call script. "Branches" are shown as children of a script and link questions used in that call script together.
This is shown in
A script has a translation which includes the label for the call script and a long column which can be used to store information related to the call script (such as help). Scripts are stored in S_CS_PATH, branches in S_CS_EDGE and script translations in S_CS_PATH_LANG.
Since questions are linked together only in the context of a script (or page), individual questions may be used in any number of Scripts. The navigation between questions is specific to a call script. The script itself has a foreign key to the question which comes first in the script (S_CS_PATH.START_QUEST_ID). The branches are children of a script and define a transition from a question in the script to another question. There may be multiple branches "from" a single question, each of which represents a potential transition. The user keys for S_CS_EDGE are the parent script (PATH_ID), the from question (FROM_QUEST_ID) and optionally the answer in the from question (FROM_ANSWR_ID). If there is more than one branch from a question, the branches differ by the answer they represent. A branch from a question with no answer (NULL FROM_ANSWR_ID) represents a "default" transition from that question. This allows different Scripts to even take different transitions based on the same question.
There should be a branch from each answer to a question, e.g., a prior or subsequent question, or a branch without an answer (the default branch). There may be branches for some of the answers, but not all, and a default. In this case, if one of the answers for which there is a branch is chosen, that branch is used, otherwise the default branch is used. If there is no default branch and no branch for a particular answer, that answer is invalid for this call script.
Each question in the script which has no branches from it is a terminal question in the script (the end of the call script). When such a question is reached, the wizard changes the "Next>" button to "Finish" and ends the interaction when the user presses it and Scripts will jump to the Finish button.
A call script is designed to work with certain fields of a single business component. The name of the business components for which the call script was designed is stored in the SAVE_BUSINESS COMPONENTS column. Scripts are designed to work with zero or more business components and the business components column is left blank.
Internally, in a graphical representation, scripts are implemented with "paths" and branches are implemented with "edges."
Questions can be collected into pages. Each page is represented by a row in S_CS_PAGE. In this regard, a primary use of pages is to organize sets of questions for re-use within scripts. A page is used in a script by creating a branch to that page or by setting the scripts start page. A script that includes a page implicitly includes all questions defined within the page. In addition, a page of questions is displayed in a separate tab of the Script UI.
Edges have been enhanced to make the NEXT_QUEST_ID optional, which is valid if NEXT_PAGE_ID is specified. In this case, the script branches to the START_QUEST_ID of the page instead of a specific question, making pages usable as a black box.
Also, branches may be defined as belonging to the page by having a NULL PATH_ID. In this case, the branches specified by the page are merged into the branches specified by the script. If a branch specifies a script and a page, it overrides the page-specific branch.
Like scripts, questions and answers, pages have translations. The S_CS_PAGE_LANG table contains child records of S_CS_PAGE for each specified language. The first line of this text represents the page tab (short tag) and the test the help or informational text associated with the page.
Styles are a collection of visual attributes for scripts which can be re-used between different call script elements. Paths, pages and questions all have a style reference. Styles currently specify the font face, size and text color, with each element being optional. Settings made at a higher level (script, page) inherit downwards if not specified at a lower level (page, question). Each row in S_CS_STYLE represents a single style that can be picked for a script, page or question.
One style table has columns representing the individual attributes of the style. This is simpler and easier to manage than other representations and will lead to faster script loading. Also, there is only a single style table for all script elements. This allows the inheritance to work in the most natural way as new elements are added (question defaults can be specified at the script level) and styles to be reused at all levels.
Note that the elements of the styles are also settable on individual scripts, pages and questions regardless of the chosen style.
Answer Tables
Answer tables are needed to support scripts, especially those scripts which just collect data without requiring business components fields to store it. This is done by allowing answers to be stored in generic "answer tables." For a script which includes any questions which are marked as being stored in the answer table, a new record will be created in S_CS_RUN. Each question answered in that script for which answers are indicated to be stored will create a child record S_CS_RUN_ANSWR. There may be no additional functionality to process the answer tables, although they can be viewed from the client and exported through Enterprise Integration Manager (EIM).
Invoking Scripts
Scripts are invoked on a specific applet, against its business components. These have been and continue to be invoked using the applet InvokeMethod RunCallScript. Because Scripts are not applet-specific and in fact cause a new view to be gone to, they are invoked using the application InvokeMethod RunScript.
For consistency, the arguments to RunScript may be identical to RunCallScript, except, for example, for an additional viewName parameter. This parameter allows an alternate view to be gone to (other than the default "Call Script Player View"). This is useful if an alternate view is configured for a specific purpose. The view specified must contain an instance of the "Call Script Player Applet" somewhere on it to present the Script interface.
CancelScript and ResumeScript Take No Parameters.
Integration With Computer Telephony Integration (CTI) Systems Scripts can be invoked by CTI. The client-side CTI machinery can be configured to invoke a Script rather than go to a particular database row. This is done by defining some new parameters in the appropriate EventResponse section of the CTI configuration file. If any parameters are found prefixed with Script, a Script will be invoked and the parameters passed to it. The parameters which are available are:
Either ScriptName or ScriptId must be specified to start a specific script. Otherwise, the user will be prompted for the script to run as usual.
CTI variables (from the switch) are available as well. These can be gotten through SVB using the GetCTIParameter function on the Script object. They can also be included in the Dashboard as variables using the CTI prefix (for example: "[CTI.ANI]" for Caller ID information).
The Script UI
The method and system of our invention includes a screen tab "SmartScripts" which will be used when scripts are started programmatically and which can be navigated to by the user.
When the Script tab is clicked on by the user, a dialog will come up which forces them to choose a Script (any script with NULL business components). When a script is started programmatically, the specified script will be set up automatically.
Call Script Authoring
Basic administration views allow creation of questions, scripts and pages through traditional list and form applets as well as through object oriented programming, as illustrated generally in
Entering Questions and Answers
The view for entering and editing questions is "Call Center Administration|SmartScript|Questions View." This view is used to enter questions and their translations and their answers and translations.
Entering Scripts
The views "Call Center Administration|SmartScript|Scripts View.", and "Call Center Administration|SmartScript|Script Branches View." are used to enter the script. These views use a drill-down metaphor to display each page in the script and the possible transitions to next pages. Picklists are used to select the pages, questions and the answers.
The views "Call Center Administration|SmartScript|Pages View.", and "Call Center Administration|SmartScript|Page Branches View." are used to enter the pages.
Applications of the Scripting Method and System of Our Invention
In one application, a customer calls company X after receiving a direct mail piece about a new product offering, product Foo. In a CTI enabled system, the DNIS is identified and checked against the database for the appropriate campaign. ANI of the customer is also identified, and the user gets a screen pop of the script for product Foo with information about the customer filled into fields in the script. The user can address the customer, and can continue with the script. If the customer is not calling about product Foo, then the user can close the script and carry on with another activity, maybe collecting information in a response, or even launching another script, or transferring the call.
If the customer is calling about Foo, then the user (that is, the call center representative) can move through the script. As the customer answers questions for the user, the script navigates the user through the call. The workflow changes based on answers the customer has provided, so that the user is saying things that are meaningful to the customer.
If the customer changes his or her mind about something, the user can go back in the script, change the entry, and re-branch, if necessary, to a new location.
Information about the customer that resides in the database can be used to verify current products owned, address information, etc. and the user can update that information directly from the script.
If the customer decides to order the product, the user can enter order information directly into the script, or have the system launch the order entry view or even launch another system. Information gathered in the script can be passed to other databases, scripts, pages, or other elements in order to facilitate the workflow. Any information can also be sent back to the script for verification.
When the user is done with the script, he or she saves the session. The information is stored in the database. A marketing manger can go back and report on how many customers answered YES or NO to a specific question, or determine the correlations between answers to sets of questions and run a campaign based on that information.
For example, using the method and system of this invention, an end-user could write or modify a script using a derived object called MyScript. This is illustrated by the objects shown in Appendix A. For example, the user function MyScript.GetPage would return a page of the script by name. The script would then get a question by calling MyScript.GetQuestionText. The user function MyScript.GetPriorValue returns the prior value of the answer to the question for this customer, before the user or representative made any customer entries. Alternatively, the function MyScript.GetInitialValue would return the beginning value of the answer to the question. Next in the user written routine, the function MyScript.GetSaveBusinessComponents is called to define where the answer is to be stored. Finally, the user derived function MyScript.SaveValue is called to store the customer's answer.
After writing or modifying a script the user can verify the internal logic and integrity of the script. This can include checking for unreachable pages, verifying pages used by the script, checking for unreachable questions, checking for missing answer branches, and checking for required translations, among other things. A further aspect of verification is to insure that all required components and objects are defined, and that there are no orphaned objects. A screen shot of an applet for accomplishing this is shown in
To be noted is that MyScript uses only supplied objects, functions, and variables, inheriting the properties of the reusable code, and directly calling public functions. The internal operations of the objects need not be visible to the end user.
While the use of object oriented program has been illustrated by the use of an artifact called "MyScript" and the construction "MyScript. Object", it is, of course, to be understood that the point-and-click, drag-and-drop method of programming could just as easily be used. Furthermore, while the invention has been illustrated using object oriented programming, objects, and MS Visual Basic, it is to be understood that other programming languages and programming paradigms may be used.
The Script object type will represent the entire state of a single Script being executed. Note that there is generally only a single script executing at any one time. An end-user seeking to personalize and enhance or otherwise customize the product, system, and method of this invention has the flexibility to add derived objects to these functions, and draw upon the internals of the functions through inheritance and code reusability.
Sub Cancel
The ScriptQuestion object type will represent a single question of a Script being executed. This object is the smallest granularity and most often scripted, using the methods, tools, and techniques of object oriented programming.
Function AnswerType ( ) as Integer
This appendix lists the tables related to call scripting. In these listings, the system columns always come first (and are the same for every table), followed by the user primary key columns, and lastly the attribute columns. Each group is separated by a horizontal rule. For child tables, the first of the user key columns is a foreign key into the parent table. A brief description of each column is given here
system columns
standard system columns
Identifier of question (administration only)
Type of answer collected for question
Is this a multiple-choice question?
Minimum for numeric and date question
Maximum for numeric and date question
Currency code value for min/max
BusComp field to save value to
BusComp field to save currency code to
BusObj for save context
BusComp to save value in
Do we save response in answer table?
Answer is required before proceeding
Style used for question
Font face for question text (override)
Font size (override)
Text color (override)
Answer picked by default
Detail applet (special value interface)
Picklist applet (multi-column
MVG applet
If ANS_TBL_FLG is true, user responses are saved to S_CS_RUN_ANSWR
when script is saved.
STYLE_ID specifies the style for this question. Elements not specified are
inherited from the page, then the script (script).
FONT_FACE, FONT_SIZE, TEXT_COLOR are elements of the style which may
be overridden on this particular question.
ID of parent call script question
Name of procedure
Body of procedure (VB)
Order in which procedures are
ID of parent question
Language for this translation
Translation of the question text
Translation of the help text
ID of parent question
Order of answer in question (1-based)
Save value for answer (literal)
Currency code for save value
ID of parent answer
Language for this translation
Translated label for answer
Identifier of call script
(administration only)
ID of first question in path
[BusComp] name script is designed
Expected call script duration
Units for EST_CS_DURATION
ID of first page in path
Style to be used as default for script
Font face for question text (override)
Font size (override)
Text color (override)
How questions are revealed
How questions are laid out (override)
Can the user jump around in the
When to write a record to the answer
Style for dashboard text (help text)
Allow this script to be run
STYLE_ID specifies the style applied by default for all questions used in the
script. Elements of the chosen style may be overridden at the page and question
FONT_FACE, FONT_SIZE, TEXT_COLOR, REVEAL_CD, LAYOUT_CD are
elements of the style which may be overridden for the path.
SAVE_RUN_CD specifies when a record should be saved to the answer table for
the script run. (Child records are saved for questions with SAVE_ANS_TBL set
to Y.)
S_CS_PATH_SCPT (New)
ID of parent call script
Name of procedure
Body of procedure (VB)
Order in which procedures are
ID of parent call script
Language for this translation
Translation of call script "label"
Help text for call script
ID of parent call script
ID of parent page
ID of question from which this edge
ID of answer from which this edge
ID of question to which this edge
ID of page to which edge leads
PATH_ID is optional. PAGE_ID alone is used for a page-specific edge.
PAGE_ID is used for the containing page of the edge.
NEXT_QUEST_ID becomes optional. NEXT_PAGE_ID alone can define
ID of parent campaign
ID of parent call script
S_CS_PAGE (New)
Identifying text of page (not
ID of first question in page
Style used as default for this page
Font face for question text (override)
Font size (override)
Text color (override)
How questions are revealed
How questions are laid out (override)
S_CS_PAGE_LANG (New)
ID of parent page
Language for this translation
Page title (displyed in tab)
Help text for page
S_CS_RUN (New)
ID of script used
Time at which script was started
Position of employee running script
Time taken to complete script
Duration of script unit of measure
Campaign ID (outbound calls)
Callee ID (if known)
Campaign/contact instance
Completion status of script
S_CS_RUN_ANSWR (New)
ID of parent script run
ID of page answered question was in
ID of question answered
Answer given to question
Currency code
Exchange data for currency value
ID of answer chosen (if any)
Time spent on question
Time spent on question unit of
S_CS_STYLE (New)
Identifying text of style (not
Font face for question text
Font size
Text color
How questions are revealed
How questions are laid out
Text bold
Text italic
S_CS_STYLE_LANG (New)
ID of parent style
Language for this translation
Font face (override on style)
Font size (override)
Text bold (override)
Text italic (override)
This appendix shows the Visual Basic (VB) procedure that implements dynamic insertion of an answer into a question text. Specifically, it inserts the caller's title and last name into the target question.
Sub Question_Enter
Dim MM as String
Dim LastName as String
Dim Q as SmartScriptQustion
Dim Text as String
Set Q = Page.GetQuestion ("Contact: Mr/Ms")
MM = Q.GetCurrentValue
Set Q = Page.GetQuestion ("Contact: LastName")
LastName = Q.GetCurrentValue
Text = OriginalQuestionText
Text = SubstituteText (Text, "Contact.M/M", MM)
Text = SubstituteText (Text, "Contact.LastName", LastName)
SetQuestionText (Text)
End Sub
While the invention has been described with respect to certain preferred embodiments and exemplifications, it is not intended to limit the scope of the claims thereby, but solely by the claims appended hereto.
Cited Patent | Filing date | Publication date | Applicant | Title |
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US5341469 | May 13, 1991 | Aug 23, 1994 | Arcom Architectural Computer Services, Inc. | Structured text system |
US5546522 * | Feb 16, 1994 | Aug 13, 1996 | Nec Corporation | Optimal menu inquiry system and system for editing structure data by hierarchical menu inquiry processing |
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US5802493 | Dec 7, 1994 | Sep 1, 1998 | Aetna Life Insurance Company | Method and apparatus for generating a proposal response |
US5819249 * | Nov 29, 1995 | Oct 6, 1998 | International Business Machines Corporation | Tax coding expert system |
US5826240 | Jan 18, 1996 | Oct 20, 1998 | Rosefaire Development, Ltd. | Sales presentation system for coaching sellers to describe specific features and benefits of a product or service based on input from a prospect |
US5854927 | Sep 25, 1995 | Dec 29, 1998 | U.S. Philips Corporation | Multimedia system receptive for presentation of mass data comprising an application program inclusive of a multiplatform interpreter, and a platform subsystem arranged for interaction with said multiplatform interpreter and mass memory for use with such s |
US5862325 * | Sep 27, 1996 | Jan 19, 1999 | Intermind Corporation | Computer-based communication system and method using metadata defining a control structure |
US5878423 | Apr 21, 1997 | Mar 2, 1999 | Bellsouth Corporation | Dynamically processing an index to create an ordered set of questions |
US5933816 | Aug 7, 1997 | Aug 3, 1999 | Citicorp Development Center, Inc. | System and method for delivering financial services |
US6038668 | Jul 22, 1998 | Mar 14, 2000 | Science Applications International Corporation | System, method, and medium for retrieving, organizing, and utilizing networked data |
US6076091 * | Dec 9, 1997 | Jun 13, 2000 | International Business Machines Corporation | Method and system for providing a flexible and extensible database interactive on-line electronic catalog |
US6131085 | Aug 28, 1996 | Oct 10, 2000 | Rossides; Michael T | Answer collection and retrieval system governed by a pay-off meter |
US6144991 * | Feb 19, 1998 | Nov 7, 2000 | Telcordia Technologies, Inc. | System and method for managing interactions between users in a browser-based telecommunications network |
US6173279 * | Apr 9, 1998 | Jan 9, 2001 | At&T Corp. | Method of using a natural language interface to retrieve information from one or more data resources |
US6182095 | Apr 30, 1998 | Jan 30, 2001 | General Electric Capital Corporation | Document generator |
US6256620 | Jan 16, 1998 | Jul 3, 2001 | Aspect Communications | Method and apparatus for monitoring information access |
US6289513 | Oct 1, 1999 | Sep 11, 2001 | Isaac Bentwich | Interactive application generation and text processing |
US6314411 * | Oct 8, 1998 | Nov 6, 2001 | Pegasus Micro-Technologies, Inc. | Artificially intelligent natural language computational interface system for interfacing a human to a data processor having human-like responses |
US6826745 | May 30, 2001 | Nov 30, 2004 | Siebel Systems, Inc. | System and method for smart scripting call centers and configuration thereof |
US7467135 | Jul 27, 2004 | Dec 16, 2008 | Siebel Systems, Inc. | System and method for smart scripting call centers and configuration thereof |
Reference | ||
1 | Final Office Action for U.S. Appl. No. 09/866,878; mailed on Jan. 8, 2003; 18 pages. | |
2 | Final Office Action for U.S. Appl. No. 09/866,878; mailed on Oct. 22, 2003; 9 pages. | |
3 | Final Office Action for U.S. Appl. No. 10/900,339; mailed on Jul. 31, 2007; 21 pages. | |
4 | International Search Report for PCT Application No. PCT/US99/28415 mailed on Feb. 23, 2000; 1 page. | |
5 | Kasahara, Kiyoshi "CTI: Building Better Bridges to Customers," Teleconnect, v15, n3, p. S8(6), Mar. 1997, ISSN: 0740-9354, DialogWeb, pp. 1-7. | |
6 | Neil, Stephanie "Calling All Customers," PC Week, v15, n37, p. 63(1). Sep. 14, 1998, ISSN: 0740-1604, DialogWeb, pp. 1-5. | |
7 | Non-Final Office Action for U.S. Appl. No. 09/866,878; mailed on Jul. 29, 2002; 13 pages. | |
8 | Non-Final Office Action for U.S. Appl. No. 09/866,878; mailed on Jun. 12, 2003; 8 pages. | |
9 | Non-Final Office Action for U.S. Appl. No. 10/900,339; mailed on Feb. 8, 2007; 22 pages. | |
10 | Non-Final Office Action for U.S. Appl. No. 10/900,339; mailed on Jan. 7, 2008; 22 pages. | |
11 | Notice of Allowance for U.S. Appl. No. 09/866,878; mailed on Jul. 9, 2004; 5 pages. | |
12 | Notice of Allowance for U.S. Appl. No. 10/900,339; mailed on Aug. 7, 2008; 10 pages. | |
13 | Weizenbaum et al., "ELIZA-A computer Program for the Study of Natural Language Communication Between Man and Machine" Computational Linguistics, vol. 9, No. 1, Jan. 1996, Massachusetts Institute of Technology, Cambridge, Massachusetts, 36-45 pages. | |
14 | Weizenbaum et al., "ELIZA—A computer Program for the Study of Natural Language Communication Between Man and Machine" Computational Linguistics, vol. 9, No. 1, Jan. 1996, Massachusetts Institute of Technology, Cambridge, Massachusetts, 36-45 pages. |
Citing Patent | Filing date | Publication date | Applicant | Title |
US20110178946 * | Jan 15, 2010 | Jul 21, 2011 | Incontact, Inc. | Systems and methods for redundancy using snapshots and check pointing in contact handling systems |
US20110179304 * | Jan 15, 2010 | Jul 21, 2011 | Incontact, Inc. | Systems and methods for multi-tenancy in contact handling systems |
U.S. Classification | 707/708 |
International Classification | H04M3/51, G06F17/30, G06F7/00, G06Q30/00 |
Cooperative Classification | Y10S707/99934, Y10S707/99943, Y10S707/99933, G06Q30/02, H04M2203/355, H04M3/5166 |
European Classification | H04M3/51R, G06Q30/02 |
Date | Code | Event | Description |
Feb 10, 2009 | AS | Assignment | Owner name: SIEBEL SYSTEMS, INC., CALIFORNIA Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:COKER, JOHN L.;MALDEN, MATTHEW S.;NIX, KEVIN R.;REEL/FRAME:022234/0249;SIGNING DATES FROM 20010927 TO 20011025 Owner name: SIEBEL SYSTEMS, INC., CALIFORNIA Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:COKER, JOHN L.;MALDEN, MATTHEW S.;NIX, KEVIN R.;SIGNING DATES FROM 20010927 TO 20011025;REEL/FRAME:022234/0249 |
Nov 15, 2011 | CC | Certificate of correction | |
Feb 11, 2015 | FPAY | Fee payment | Year of fee payment: 4 |
Feb 5, 2016 | AS | Assignment | Owner name: ORACLE AMERICA, INC., CALIFORNIA Free format text: MERGER;ASSIGNOR:SIEBEL SYSTEMS, INC.;REEL/FRAME:037702/0505 Effective date: 20150522 |


text: Warrewarra Kreek, Para located in Suriname, more detail is as below. Place Name : Warrewarra Kreek ASCII Name : Warrewarra Kreek Alternate Names : Warrewarra Kreek,Warrewarre Kreek Feature Class : H (Stream, Lake, ...) Feature Code : STM (stream) Country Code : SR Country Code 3 : SUR Country/Region : Suriname Country Code 2 : SR Admin 1 Code : 15 (Para) Other Information Population : 0 Digital Elevation Model : 20 Timezone : America/Paramaribo (-3.00) Modification Date : 2012-01-18 Geoname ID : 3382746 Latitude : 5.37 Longitude : -55.82 ‹ previous : Wase Dam next › : Warrau Kreek Online Map This is online map of the address Warrewarra Kreek. You may use button to move and zoom in / out. Loading, Please Wait... Add new comment Your name E-mail The content of this field is kept private and will not be shown publicly. Homepage Subject Comment * More information about text formatsPlain textNo HTML tags allowed.Web page addresses and e-mail addresses turn into links automatically.Lines and paragraphs break automatically. CAPTCHAThis question is for testing whether or not you are a human visitor and to prevent automated spam submissions. What code is in the image? * Enter the characters shown in the image.


text:
One of the best gadgets to enjoy mobile games is iPhone. Shadow blade is one of the top games for iOS and we can help you to play it without any payments! To download Shadow blade for iPhone, we recommend you to select the model of your device, and then our system will choose the most suitable game apps. Downloading is very simple: select the desired ipa file and click "download free Shadow blade", then select one of the ways you want to get the game. Just a few easy steps and you are enjoying Shadow blade for iPad or iPod. And remember! We update our collection of free ipa games daily, so stay tuned!
Added: 01-28-2014
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- Great number of enemies and variety of traps
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Download game Shadow blade for free
From iOS 4. For iPad, iPhone, iPod.
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text: Hand Made White Crochet Pillow Cover $ 23.95 Default Title - $ 23.95 Quantity This product is currently sold out. Please fill in the form below if you'd like to be notified when it becomes available. You can't go wrong with this stunning Pillow Cover! They're not only the coziest pillow covers, but they also add texture to your sofa! We just love these so much! This cover is 100% cotton and will fit a 18" x 18" Pillow Form. This product ships within 10 days


text:
Get an overview of this hotel4-star bayside hotel near Beaches
Situated near the airport, this hotel is within a 15-minute walk of Strahan Harbour and Beaches. West Coast Reflections and Strahan Visitor Centre are also within 10 minutes.
Hotel Features
2 restaurants, a bar/lounge, and a coffee shop/café are available at this hotel. Free WiFi in public areas and free self parking are also provided. Other amenities include conference rooms, laundry facilities, and a computer station.
Room Amenities
All 142 rooms provide conveniences like sitting areas and refrigerators, plus free WiFi and coffee makers. Free local calls, hair dryers, and ironing boards are among the other amenities that guests will find.
Information missing or incorrect? Tell us!Opens in a new windowStrahan Village
Hotel Amenities
Dining is available at one of the hotel's 2 restaurants and guests can grab coffee at the coffee shop/café. A bar/lounge is on site where guests can unwind with a drink. A computer station is located on site and high-speed wireless Internet access is complimentary. This business-friendly hotel also offers tour/ticket assistance, gift shops/newsstands, and complimentary newspapers in the lobby. Complimentary self parking is available on site.
- Number of floors - 2
- Coffee shop or café
- Front desk (limited hours)
- Bar/lounge
- Total number of rooms - 142
- Breakfast available (surcharge)
- Free newspapers in lobby
- Conference space
- Fireplace in lobby
- Gift shops or newsstand
- Free WiFi
- Computer station
- Laundry facilities
- One meeting room
- Luggage storage
- Free self parking
- Elevator/lift
- Tours/ticket assistance
- Number of restaurants - 2
Family Friendly Amenities
- Family Hotel
- Free Wi-Fi
- Laundry facilities
- Refrigerator
- Cribs/infant beds (complimentary)
Available in all rooms: Free WiFi
Available in some public areas: Free WiFi
Free self parking
Room Amenities
- Free cribs/infant beds
- Refrigerator
- Coffee/tea maker
- Separate sitting area
- Iron/ironing board
- Access via exterior corridors
- Phone
- Free local calls
- Daily housekeeping
- Designer toiletries
- Free toiletries
- Hair dryer
- Desk
- Blackout drapes/curtains
- Free WiFi
- Connecting/adjoining rooms available
- Rollaway/extra beds (surcharge)
Where to Eat
View 42 Restaurant & Bar - Overlooking the ocean, this buffet restaurant serves breakfast and dinner. Guests can enjoy drinks at the bar. Reservations are required. Open daily.
Hamers Grill & Bar - Overlooking the ocean, this bistro serves lunch, dinner, and light fare. Guests can order drinks at the bar and enjoy alfresco dining (weather permitting). Happy hour is offered. Open daily.
Nearby Things to Do
The recreational activities listed below are available either on site or nearby; fees may apply.
- Golfing nearby
- Kayaking nearby
- Sailing nearby
- Hiking/biking trails nearby
- Ecotours nearby
- Fishing on site
- Boat tours nearby
If you have requests for specific accessibility needs, please note them at check-out when you book your room.
- Accessible bathroom
- In-room accessibility
Hotel Policies
Check-in time ends at 11 PM
Minimum check-in age is 18
Check-in time starts at 2 PM
Special check-in instructions:
Check-out time is 10 AM
Payment types
Children and extra beds
- Children are welcome.
- Kids stay free! One child 2 years old or younger stays free when using existing bedding.
- Rollaway/extra beds are available.
- Free cribs (infant beds)!
- Pets not allowed
You need to know
Extra-person charges may apply and vary depending on property policy.
Government-issued photo identification and a credit card or cash deposit are required at check-in for incidental charges.
Special requests are subject to availability upon check-in and may incur additional charges. Special requests cannot be guaranteed.
No rollaway/extra beds available
Optional extras
- Breakfast fee: between AUD 5 and AUD 25 per person (approximately)
- Rollaway beds are available for an additional fee
Hotel Name
- Strahan Village
- Strahan Village Hotel
- Strahan Village Hotel Strahan
- Strahan Village Tasmania
- Village Hotel Strahan
We should mention
One child 2 years old or younger stays free when occupying the parent or guardian's room, using existing bedding. The property has connecting/adjoining rooms, which are subject to availability and can be requested by contacting the property using the number on the booking confirmation.
National Rating
This property has been awarded a star rating from the Australian Star Ratings Agency, Star Ratings Australia.


text:
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text:
Subaru Tribeca Repair and Maintenance Costs
A guide to repairs, service, and maintenance costs for your Subaru Tribeca
The national average repair and maintenance cost for a Subaru Tribeca is between $480 and $586 per year. Repair and maintenance costs vary depending on age, mileage, location and service provider.
Repair Cost Index Score
Subaru Tribeca
scores in the least expensive range of all car models for average repair and maintenance costs0
What does this score mean?
Annual Repair Cost
on average
Head Gasket Replacement
$1,282 to $1,937
Strut Replacement - Rear
$522 to $767
Spark Plug Replacement
$309 to $471
Strut/Shock Absorber Replacement - Front
$578 to $820
Valve Cover Gasket Replacement
$334 to $543
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Overall Score (1 Reviews)
December 10, 2009
I have just over 40,000 on this vehicle and it is flawless. The car drives perfectly, it is comfortable and hands down beats anything that I have ever driven in snow. I have had 4 wheel drive For...