Method and apparatus to save and resume a session associated with a logical structure

• US 7,584,283 B2
• Filed: 04/08/2002
• Issued: 09/01/2009
• Est. Priority Date: 03/28/2001
• Status: Active Grant

• Current Assignee: Siebel Systems Inc. (Oracle Corporation)
• Original Assignee: Siebel Systems Inc. (Oracle Corporation)
• Inventors: Caltabiano, Marc, Ra, Do Joon
• Primary Examiner(s): Vaughn, Jr.; William C
• Assistant Examiner(s): Serrao; Ranodhi N
• Application Number:
  US10/118,544
• Publication Number:
  US 20070208858A1
• Time in Patent Office: 2,703 Days
• Field of Search: 709/227, 717/116
• US Class Current: 709/227
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A flowchart-based tool can be used to build a logical structure. In the context of a customer relationship management (CRM) system, the logical structure can comprise an ordered set of questions and branching logic that are presented to a customer of the business when the customer contacts the business with an inquiry, such as for a sale or service inquiry or other interaction. A session can be conducted with the customer based on the logical structure. Information associated with the session, such as run-time state information, can be saved in the event of an involuntary or voluntary disconnection, or a time-out of the session. The saved run-time state information can be restored or attached into the session to subsequently resume the session.

Claims

1. A method, comprising:

conducting a session based on a logical structure, wherein

the logical structure is a pre-defined script for the session, and

the pre-defined script is loaded into the session from a script definition table stored in a script database in response to a user-defined search request;

saving a run-time state information associated with the session, wherein the saved run-time state information is stored in a storage device;

storing an indication of the location of the saved run-time state information in a script session table stored in the script database, wherein

the script session table comprises records associated with executed scripts, and

a record stored in the script session table comprises a script identification of the pre-defined script executed during the session and a user identification of a user executing the script;

including owner information for the session in addition to saving the information associated with the session;

resuming the session by restoring at least a portion of the saved run-time state information into a definition of the logical structure, wherein

the definition of the logical structure is determined from the associated record in the script session table, and

the saved run-time state information is located from the indication of the location of the saved run-time state information stored in the associated record; and

transferring ownership of the session prior to resumption of the session by changing the owner information that was included along with the saved information associated with the session.

2. The method of claim 1 wherein the logical structure is usable for a customer relationship management system.

3. The method of claim 1 wherein saving information associated with the session includes:

extracting the run-time state information from a location where the run-time state information is stored while the session is conducted; and

serializing the extracted run-time state information into a file.

4. The method of claim 3, further comprising attaching the file to a database table.

5. The method of claim 3, further comprising pointing to a location of the file using a database record.

6. The method of claim 3 wherein extracting the run-time state information includes placing the extracted run-time state information into a data structure, and wherein serializing the extracted run-time state information includes converting the run-time state information into a data stream that represents the data structure.

7. The method of claim 3 wherein extracting the run-time state information includes creating a run-time state object that is capable to call functions to extract and serialize the run-time state information.

8. The method of claim 1 wherein the owner information associates a customer service agent with the session.

9. The method of claim 3 wherein resuming the session by restoring at least some of the saved information in to the definition of the logical structure includes:

loading the definition of the logical structure associated with the session;

separately deserializing the run-time state information from the file; and

attaching the deserialized run-time state information to corresponding locations of the loaded definition.

10. The method of claim 9, further comprising creating a run-time state object wherein the run-time state information is deserialized into the run-time state object.

11. The method of claim 1, wherein the pre-defined script comprises a session-specific ordered set of questions and branching logic to be presented to said user upon receiving said user-defined search request, wherein the ordered set of questions and branching logic are created in a flowchart format using a drag-and-drop approach that avoids writing a program code for said pre-defined script.

12. The method of claim 1, further comprising:

providing a language selection option to said user, wherein said language selection option allows said user to select a language from a plurality of languages; and

presenting said pre-defined script to said user in said language selected by said user using said language selection option.

13. A computer-readable storage medium comprising:

a first set of instructions, executable by a processor, configured to conduct a session based on a logical structure, wherein

the logical structure is a pre-defined script for the session, and

the pre-defined script is loaded into the session from a script definition table stored in a script database in response to a user-defined search request;

a second set of instructions, executable by the processor, configured to save a run-time state information associated with the session, wherein the saved run-time state information is stored in a storage device;

a third set of instructions, executable by the processor, configured to store an indication of the location of the saved run-time state information in a script session table stored in the script database, wherein

the script session table comprises records associated with executed scripts, and

a record stored in the script session table comprises a script identification of the pre-defined script executed during the session and a user identification of a user executing the script;

a fourth set of instructions, executable by the processor, configured to include owner information for the session in addition to saving the information associated with the session;

a fifth set of instructions, executable by the processor, configured to resume the session by restoring at least a portion of the saved run-time state information into a definition of the logical structure, wherein

the definition of the logical structure is determined from the associated record in the script session table, and

the saved run-time state information is located from the stored indication of the location of the saved run-time state information stored in the associated record; and

a sixth set of instructions, executable by the processor, configured to transfer ownership of the session prior to resumption of the session by changing the owner information that was included along with the saved information associated with the session.

14. The computer-readable storage medium of claim 13 wherein the second set of instructions comprises:

a seventh set of instructions, executable by the processor, configured to extract the run-time state information from a location where the run-time state information is stored while the session is conducted;

an eighth set of instructions, executable by the processor, configured to serialize the extracted run-time state information into a file; and

a ninth set of instructions, executable by the processor, configured to associate the file to a database.

15. The computer-readable storage medium of claim 13 wherein the fifth set of instructions comprises:

a seventh set of instructions, executable by the processor, configured to load the definition of the logical structure associated with the session;

an eighth set of instructions, executable by the processor, configured to separately deserialize the run-time state information from the file; and

a ninth set of instructions, executable by the processor, configured to attach the deserialized run-time state information to corresponding locations of the loaded definition.