Abstract: A method, system, and program for managing caller profiles across multiple hold queues according to authenticated caller identifiers are provided. An identity of a caller of a call received at an on hold system is authenticated. The call is then placed in a hold queue. A caller profile associated with the identity of the caller is retrieved, such that services available to the caller while on hold are specified according to the caller profile. In particular, the caller profile is preferably retrieved from at least one caller profile server according to the caller identifier, where the at least one caller profile server is accessible to multiple on hold systems. Further, the identity of a caller may be authenticated by authenticating a voice sample received from the caller, such that a single identity for the caller may be authenticated at multiple call centers.

Abstract: A method, system, and program for origin device initiated caller identification are provided. In response to detecting a call extended to a destination device, extending a request from said destination device to an origin device requesting a voice utterance of the caller at said origin device. A caller identity associated with the voice utterance is identified at the destination device, such that a callee receiving the call at the destination device is informed of the caller identity before choosing whether to speak with the caller.

Abstract: A method, system, and program for destination device initiated callee identification are provided. A voice utterance of a callee is detected at a destination device. Then, a callee identity associated with the voice utterance is identified at the destination device, such that the callee identity is transmittable as an authenticated identity of the callee for a call. A caller receiving the callee identity may decide whether to open communication with the callee or terminate the call. The destination device may access a third party device for authenticating the caller identity according to the voice utterance, where the third party device may be accessible across multiple destination devices via a network.

Abstract: A method, system, and program for intermediary device initiated callee identification are provided. A trusted telephone network detects a call receipt connection from a destination device. The trusted telephone network then brokers a connection between the destination device and an external server enabled to perform a callee identity authentication service. A voice utterance for a callee is received at the external server from the destination device. The server authenticates a callee identity associated with the voice utterance and transfer the authenticated callee identity to the trusted telephone network. The trusted telephone network then specifies services available for the call according to a callee profile for the authenticated caller identity.

Abstract: A method, system, and program for promoting use of experts to callers waiting within a hold queue are provided. First, use of experts by callers waiting in a hold queue is promoted by offering callers an incentive to speak to an expert while waiting to speak with an official representative. The caller continues to progress in the hold queue while speaking with an expert. In addition, the caller may receive an additional adjustment in the hold queue, a financial incentive, and a rewards points incentive, for interacting with an expert while holding. Second, use of experts by callers waiting in a hold queue is promoted by authenticating the identity of third party experts, in order to verify that an expert has the skills needed to help a caller and to provide the caller with the identity of the expert for accountability.

Abstract: A method, system, and program for estimating hold queue wait times are provided. Call times are individually estimated for multiple calls within a call center. In particular, call times may be estimated according to representative profiles, caller profiles, and current caller activity of the multiple calls within the call center. The identity of each caller may be authenticated and a caller profile accessed from a central server according to authenticated caller identities. The central server may be accessible to multiple call centers, where each call centers accesses and updates caller profiles according to a single caller identifier for each caller. In addition, call times estimates and factors utilized to calculate call time estimates may be output to a caller, preferably according to an output interface specified by the caller in the caller profile.

Abstract: A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the caller according to an authenticated identifier for the caller, wherein future redemption of the advancement token will cause adjustment of a waiting position. In particular, a caller in the call hold queue may earn advancement tokens by answering questions posed by other callers in the call hold queue, where the questions are answered in a manner such that the other callers do not need additional aid from a representative. In addition, a caller may redeem advancement tokens earned in a previous hold queue while waiting in current hold queue, where the redeemable advancement tokens are accessible across multiple call centers according to the caller identification.

Abstract: A method and implementing system are provided in which a user to a telephone call forwarding service is notified on a portable device when an incoming call to the user's primary phone number has been detected. The incoming phone number and/or entity is displayed to the user and the user is given an option to have the call forwarded to a new number which may be input by the user, or to have the call transferred to a voice mail or other processing system. In an exemplary embodiment, a selected message is played to the caller while the user is being located by the telephone call forwarding application.

Abstract: A method and implementing system are provided in which a user to a telephone call forwarding service is enabled to designate selected caller phone numbers which the user wishes to have forwarded to a specified number which is input by the user. In an exemplary embodiment, a user menu is communicated to the user and the user is enabled to input a new phone number to which the user wishes to have selected calls forwarded. The user is further enabled to input the selected caller phone numbers which are to be forwarded to the new number, and all other calls are handled in accordance with a predetermined process such as voice mail.

Abstract: An automatic dishwashing composition in the form of an anhydrous, shear-thinning organo solvent-based gel and which comprises a thickening system consisting essentially of non-ionic cellulosic material. A process for making such a composition is also provided. A preferred execution is an automatic dishwashing composition comprising from about 1% to about 99%, preferably from about 5% to about 90%, especially from about 40% to about 80% of an organic solvent system for removing cooked-, baked-, or burnt-on food soil from cookware and tableware, from about 0.5% to about 50%, preferably from about 5% to about 25% of bleach, from about 0.0001% to about 10% of detergency enzyme, and wherein the composition is in the form of an anhydrous gel comprising bleach in the form of a particulate suspension.

Abstract: A method and apparatus in a distributed data processing system for processing class files. A first data structure is received at a server. The first data structure includes a plurality of bytecodes and optimized content. A set of elements is identified in the optimized content. The set of elements is stored. Responsive to a request from a client, a second data structure is created. This second data structure includes the plurality of bytecodes and an element from the set of elements.

Abstract: A window manager proxy method, system, and product are described allowing a Java based desktop to provide window manager services on UNIX. A computer system executes a UNIX-based operating system and a desktop implemented in Java. The computer system does not include a separate window manager. Java applications are presented by the computer system utilizing a graphical user interface. Native UNIX applications are also presented by the computer system utilizing the same graphical user interface. Native UNIX applications interact with the window manager proxy in the same manner in which they would interact with a traditional window manager. The window manager proxy forwards frame window activity related to the desktop to the Java desktop, and is the native interface from the Java desktop to the native platform for frame window activities.

Abstract: A compact, lightweight free-space optical communication system is mounted to a window, such as to a surface of the window. Mounting can be accomplished using glue, vacuum devices, or other fastener devices or fixtures. The optical communication system has features that compensate for window dynamics and other window characteristics, including fast steering solutions for pointing and tracking, and terminal size and weight factors.

Abstract: A method and apparatus in a computer for comparing version information contained within class definitions to determine compatibility between classes in a hierarchy within an object oriented system. Version information is collected from the class being instantiated and its parent class. This information includes current version, compatible versions, and the version requirements of the class of its parent class. The required version is used to determine compatibility with the parent class. The runtime system utilizes this collection of information from both class definitions, analyzes the version relationship and determines the course of action to take based on this analysis.

Abstract: A process for preparing a multi-phase detergent tablet comprising the steps of: a) forming a tablet body by compressing a granular detergent mixture, said tablet body having a first surface, said first surface having at least one mold therein and said granular detergent mixture comprises at least one detergent active agent; b) providing a gelatinous mixture under constant agitation, and delivering said gelatinous mixture to said at least one mold in said tablet body to form a gelatinous portion, said gelatinous mixture comprises at least one detergent active agent; and c) hardening or curing said gelatinous portion to form a multi-phase detergent tablet.

Abstract: A method, system, and computer program product for managing result information in a multi-node networked data processing system is provided. In one embodiment, first results of execution from a task executed on a second node in the networked data processing system are received at a first node. The results comprise an array of result messages, wherein each result message contains a unique message identifier and associated message text content. The result messages is modified, if necessary, to create second results, wherein the second results comprise an array of result message. The second results are sent to a requesting client node.

Abstract: A method, system, and computer program product for managing results in a locale independent manner in a multi-node networked data processing system is provided. In one embodiment, a first node sends a command request to a second node. The command request contains a command and a locale in which the text of the result is desired. The first node receives the results of execution from the command request sent to and executed on the second node. The result generated by the second node in response to the command request includes one or more messages, wherein each message contains a unique message identifier, locale in which its associated text is stored, and text associated with the message. Responsive to a determination that the locale of the message text is in a locale different from a desired locale, the first node replaces the message text contained within the result with message text corresponding to the desired locale to produce a modified result and sends the modified result to the requesting client node.

Abstract: A method, system, program product, and data structure for utilizing the schema of a hierarchy to represent a reference association between nodes, to allow a reference association to hold properties, and for reference associations to be used in the coalescing of properties. In one embodiment, a first child node is added to the hierarchy node that holds the reference association. From a second child node, the location of the reference association is determined whose presence is indicated by a delimiter. The reference association node contains properties to be associated with the second child node. The reference association node is located to obtain properties to be coalesced with the properties of the second child node.

Abstract: A method and apparatus for optimizing execution of Java programs. A fully caffienated class file is provided in which a standard Java class file, containing a directory and bytecodes, is enhanced to include optimized content and a second directory containing pointers to the optimized content. The second directory contains entries that are distinguished by platforms for which the optimized content is appropriate.

Abstract: The apparatus for assembly of high power hybrid modules including high power semiconductor chips and conventional surface mount technology (SMT) components are disclosed. The vacuum oven is used for creating the permanent electrical connection between each high power semiconductor chip and the high power hybrid module. The soldering reflow process is used to attach each SMT component to the high power hybrid module. The automated high power hybrid modules assembling process yields the high power hybrid modules with excellent thermal properties.