High availability software based contact centre

• US 20060031540A1
• Filed: 08/25/2003
• Published: 02/09/2006
• Est. Priority Date: 08/28/2002
• Status: Abandoned Application

• Current Assignee: SAP AG (SAP SE)
• Original Assignee: SAP AG (SAP SE)
• Inventors: Purontaus, Jouni, Keskiniva, Arto, Auvinen, Tommi, Loimuneva, Tero, Hannikainen, Mikko
• Application Number:
  US10/515,848
• Publication Number:
  US 20060031540A1
• Time in Patent Office: Days
• US Class Current: 709/229
• CPC Class Codes: H04L 67/63 Routing a service request depending on the request content or context
• CPC Class Codes: H04L 69/40 for recovering from a failure of a protocol instance or entity, e.g. service redundancy protocols, protocol state redundancy or protocol service redirection management of faults, events, alarms or notifications in data switching networks H04L41/06
• CPC Class Codes: H04M 3/242 Software testing
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A method and apparatus for ensuring high availability of services in a communication server. In particular the invention relates to a method and apparatus for ensuring high availability of services in a software based contact centre. The invention is based on a developed application of virtual backup units for ensuring availability in a software based contact centre. The software based contact centre will have a high availability controller, which will have logical connections to virtual backup units on the same server, or different, even distributed servers. The virtual backup unit will typically contain a set of resources that could potentially fail. Once a failure of a resource takes place, a virtual backup unit may be initialised at any server, and some or all parts of the virtual backup unit are arranged to replace the failed resource.

Claims

1. A method for ensuring high availability in a software based contact centre (200) relaying a variety of communication connections, comprising at least one high availability control unit (220), characterised by the following steps,

at least one high availability control unit analyses the overall system status of the software based contact centre,

at least one high availability control unit (220) controls and monitors at least one virtual backup unit (230, 240, 250),

at least one resource provided by the software based contact centre fails,

at least one virtual backup unit (230, 240, 250) is initialised to take over at least one failed resource,

at least one resource (231, 232, 233, 234, 235, 236) of at least one virtual backup unit replaces at least one failed resource,

service of at least one failed resource is resumed.

2. A method as claimed in claim 1, characterised in that, the IP address of at least one failed resource is allocated to at least one virtual backup unit (230, 240, 250), and/or a virtual backup unit resource (231, 232, 233, 234, 235, 236).

3. A method as claimed in claim 1, characterised in that, the software based contact centre (200) comprises at least one database server (400), disk array (410), gateway server (430), application server (420), external phone centre (440), virtual phone (460) and/or a H.323 phone (450).

4. A method as claimed in claim 1, characterised in that, the high availability control unit comprises at least one configuration database interface (630), high availability controller control interface (620), adapters and plug-ins for proprietary services (660), MS-Windows Services (670), and/or other external services (650).

5. A method as claimed in claim 1, characterised in that, the virtual backup unit may comprise any of the following resources:

an application server (CEM) (231) for running applications, a call dispatcher (CD) (232) for call routing and switching and for communicating with a GWS/GWC (Gateway System/Gateway Controller), H323 Bridge (HB) (233) for communicating with H323 devices, H323 Gatekeeper (HGK) (234) for H323 devices, file storage (235) and/or an IP address (236).

6. A method as claimed in claim 1, characterised in that, at least one software based contact centre (200), at least one high availability control unit (220) and/or at least one virtual unit (230, 240, 250) are distributed on multiple server devices.

7. A method as claimed in claim 1, characterised in that, the said controlling and monitoring may include any of the following:

updating of configuration data, IP address change and/or allocation, process monitoring and control and/or communication of statistical data.

8. An arrangement for ensuring high availability in a software based contact centre (200), comprising at least one high availability control unit (220), characterised in that,

at least one high availability control unit (220) is arranged to analyse the overall system status of the software based contact centre (200),

at least one high availability control unit (220) is arranged to control and monitor at least one virtual unit (230, 240, 250),

at least one high availability control unit (220) is arranged to have logical communication connections to at least one virtual backup unit (230, 240, 250),

at least one high availability control unit (220) is arranged to initialise at least one virtual backup unit (230, 240, 250) to replace at least one failed resource with a backup resource (231, 232, 233, 234, 235, 236).

9. An arrangement as claimed in claim 8, characterised in that, the IP address of at least one failed resource is allocated to at least one virtual backup unit (230, 240, 250), and/or a virtual backup unit resource (231, 232, 233, 234, 235, 236).

10. An arrangement as claimed in claim 8, characterised in that, the software based contact centre (200) comprises at least one database server (400), disk array (410), gateway server (430), application server (420), external phone centre (440), virtual phone (460) and/or a H.323 phone (450).

11. An arrangement as claimed in claim 8, characterised in that, the high availability control unit comprises at least one configuration database interface (630), high availability controller control interface (620), adapters and plug-ins for proprietary services (660), MS-Windows Services (670), and/or other external services (650).

12. An arrangement as claimed in claim 8, characterised in that, the virtual backup unit may comprise any of the following resources:

an application server (CEM) (231) for running applications, a call dispatcher (CD) (232) for call routing and switching and for communicating with a GWS/GWC (Gateway System/Gateway Controller), H323 Bridge (HB) (233) for communicating with H323 devices, H323 Gatekeeper (HGK) (234) for H323 devices, file storage (235) and/or an IP address (236).

13. An arrangement as claimed in claim 8, characterised in that, at least one software based contact centre (200), at least one high availability control unit (220) and/or at least one virtual unit (230, 240, 250) are distributed on multiple server devices.

14. An arrangement as claimed in claim 8, characterised in that, the said controlling and monitoring may include any of the following:

updating of configuration data, IP address change and/or allocation, process monitoring and control and/or communication of statistical data.

15. A memory storage unit containing software based contact centre server software (200), further comprising at least one high availability control unit (220), characterised in that,

at least one high availability control unit (220) is arranged to analyse the overall system status of the software based contact centre (200),

software based contact centre server software (200) and/or high availability control unit (220) is arranged to form at least one virtual backup unit (230, 240, 250) and/or form logical connections to at least one predefined virtual backup unit (230, 240, 250) that are stored in the memory storage unit,

at least one high availability control unit (220) is arranged to control and monitor at least one virtual unit (230, 240, 250),

the high availability control unit (220) is arranged to initialise at least one virtual backup unit (230, 240, 250) to replace at least one failed resource with a backup resource (231, 232, 233, 234, 235, 236).

16. A memory storage unit as claimed in claim 15, characterised in that, the IP address of at least one failed resource is arranged to be allocated to at least one virtual backup unit (230, 240, 250), and/or a virtual backup unit resource (231, 232, 233, 234,235,236).

17. A memory storage unit as claimed in claim 15, characterised in that, the high availability control unit (220) comprises at least one configuration database interface (630), high availability controller control interface (620), adapters and plug-ins for proprietary services (660), MS-Windows Services (670), and/or other external services (650).

18. A memory storage unit as claimed in claim 15, characterised in that, the virtual backup unit may comprise any of the following resources:

an application server (CEM) (231) for running applications, a call dispatcher (CD) (232) for call routing and switching and for communicating with a GWS/GWC (Gateway System/Gateway Controller), H323 Bridge (HB) (233) for communicating with H323 devices, H323 Gatekeeper (HGK) (234) for H323 devices, file storage (235) and/or an IP address (236).

19. A memory storage unit as claimed in claim 15, characterised in that, the said arranged controlling and monitoring may include any of the following:

updating of configuration data, IP address change and/or allocation, process monitoring and control and/or communication of statistical data.

20. A memory storage unit as claimed in claim 15, characterised in that, at least one software based contact centre (200), at least one high availability control unit (220) and/or at least one virtual unit (230, 240, 250) are arranged to be distributed and installed on multiple server devices.