Method and system for updating real-time data between intervals

• US 20060159027A1
• Filed: 01/18/2005
• Published: 07/20/2006
• Est. Priority Date: 01/18/2005
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Owens, Robert
• Granted Patent: US 8,400,948 B2
• Time in Patent Office: Days
• US Class Current: 370/252
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A method for updating real-time data between intervals in a communication processing center, having a data source and a data collector, includes receiving, at the data collector, real-time data at intervals from a data source. The real-time data includes information on the availability of aspects of a communication network. The received real-time data is stored in a memory. The occurrence of a specified triggering event between the intervals is detected. The stored real-time data is updated based on information relating to the specified triggering event.

Claims

1. A method for updating real-time data between intervals in a communication processing center having a data source and a data collector, the method including:

receiving, by the data collector, real-time data at intervals from a data source, the real-time data including information regarding availability of aspects of a communication network;

storing the received real-time data in a memory;

detecting occurrence of a specified triggering event between the intervals; and

updating the stored real-time data based on information relating to the specified triggering event.

2. The method of claim 1 wherein the receiving, by the data collector, of the real-time data at intervals from the data source further includes automatically receiving real-time data at pre-defined time intervals from the data source, with the data source including a publishing module and the data collector including a subscription module.

3. The method of claim 1 wherein the receiving, by the data collector, of the real-time data at intervals from the data source further includes collecting data at regular or pre-defined time intervals from the data source, with the data collector including a polling module to collect the real-time data.

4. The method of claim 1 further comprising receiving a communication routing request from a communication source.

5. The method of claim 4 further comprising sending a communication routing decision, based on the updated stored real-time data, from a routing engine to the communication source.

6. The method of claim 5 wherein the communication routing decision from the routing engine to the communication source is the specified triggering event.

7. A machine-readable medium comprising instructions, which when executed by a machine, cause the machine to perform a method for updating real-time data between intervals in a communication processing center having a data source and a data collector, the method including:

receiving, by the data collector, real-time data at intervals from a data source, the real-time data including information regarding availability of aspects of a communication network;

storing the received real-time data in memory means;

detecting occurrence of a specified triggering event between the intervals; and

updating the stored real-time data based on information relating to the specified triggering event.

8. The machine-readable medium of claim 7 wherein the receiving, by the data collector, of the real-time data at intervals from the data source further includes automatically receiving real-time data at pre-defined time intervals from the data source, with the data source including a publishing module and the data collector including a subscription module.

9. The machine-readable medium of claim 7 wherein the receiving, by the data collector, of the real-time data at intervals from a data source further includes collecting data at regular or pre-defined time intervals from the data source, with the data collector including a polling module to collect the real-time data.

10. The machine-readable medium of claim 7 wherein the method further includes receiving a communication routing request from a communication source.

11. The machine-readable medium of claim 10 wherein the method further includes sending a communication routing decision from a routing engine to the communication source.

12. A system for updating real-time data between intervals in a communication processing center, the system including:

a data source to provide real-time data at intervals, the data including information on availability of aspects of the communication network;

a data collector to receive the real-time data from the data source;

a memory to store the received real-time data; and

a module to

detect occurrence of a specified triggering event between the intervals, and

update the stored real-time data in the database based on information relating to the triggering event.

13. The system of claim 12 further comprising a routing engine to receive a communication request from a communication source.

14. The system of claim 13 wherein the routing engine is to route a communication decision based on the updated stored real-time data to the communication source.

15. The system of claim 12 wherein the data source includes a publishing module and the data collector includes a subscription module automatically to send the real-time data from the data source, and automatically to receive the real-time data by the data collector.

16. The system of claim 15 wherein the data collector includes a polling module to collect data at regular or pre-defined time intervals from the data source.

17. The system of claim 12 wherein the data source is an automatic call distributor.

18. The system of claim 12 wherein the data collector is a real time system.

19. The system of claim 12 wherein the memory is a database.

20. The system of claim 12 wherein the module includes a graphical programming environment.

21. The system of claim 12 wherein the communication source is one of a Public Switched Telephone Network carrier and an automatic call distributor.

22. A system for updating real-time data between intervals in a communication processing center, the system including:

first means for providing real-time data at intervals, the data including information on availability of aspects of the communication network;

second means for receiving the real-time data from the first means;

third means for storing the received real-time data; and

fourth means for

detecting occurrence of a specified triggering event between the intervals, and

updating the stored real-time data in the database based on information relating to the triggering event.

23. The system of claim 22 further comprising fifth means for receiving a communication request from a communication source.

24. The system of claim 22 wherein the fifth means is for routing a communication decision based on the updated stored real-time data to the communication source.

25. The system of claim 22 wherein the first means includes a publishing module and the second means includes a subscription module for automatically sending the real-time data from the first means, and for automatically receiving the real-time data by the second means.

26. The system of claim 22 wherein the second means includes a polling module for collecting data at regular or pre-defined time intervals from the first means.

27. A method for updating real-time data between intervals in a communication processing center having a data source and a data collector, the method including:

receiving, by the data collector, real-time data at intervals from a data source, the real-time data including information on availability of aspects of a communication network;

storing the received real-time data in a memory; and

updating the stored real-time data between the intervals based on a predictive algorithm.

28. The method of claim 27 wherein the receiving, by the data collector, of the real-time data at intervals from the data source further includes automatically receiving real-time data at regular or pre-defined time intervals from the data source, with the data source including a publishing module and the data collector including a subscription module.

29. The method of claim 27 wherein the receiving, by the data collector, of the real-time data at intervals from the data source further includes collecting data at pre-defined time intervals from the data source, with the data collector including a polling module to collect the real-time data.

30. The method of claim 27 further including receiving a communication routing request from a communication source.

31. The method of claim 30 further including sending a communication routing decision from a routing engine to the communication source.

32. The method of claim 27 wherein the predictive algorithm utilizes at least one of the following parameters:

metrics of the data source, trends relating to the stored real-time data, carrier routing algorithms, availability aspects of the communication processing center, and communication routing decisions from the routing engine to the communication source.

33. A machine-readable medium comprising instructions, which when executed by a machine, cause the machine to perform a method for updating real-time data between intervals in a communication processing center having a data source and a data collector, the method comprising:

receiving, by the data collector, real-time data at intervals from a data source, the real-time data including information on availability of aspects of a communication network;

storing the received real-time data in a memory; and

updating the stored real-time data between the intervals based on a predictive algorithm.

34. The machine-readable medium of claim 33 wherein the receiving, by the data collector, of the real-time data at intervals from the data source further includes automatically receiving real-time data at regular or pre-defined time intervals from the data source, with the data source including a publishing module and the data collector including a subscription module.

35. The machine-readable medium of claim 33 wherein the receiving, by the data collector, of the real-time data at intervals from a data source further includes collecting data at regular or pre-defined time intervals from the data source, with the data collector including a polling module to collect the real-time data.

36. The machine-readable medium of claim 33 wherein the method further includes receiving a communication routing request from a communication source.

37. The machine-readable medium of claim 36 wherein the method further includes sending a communication routing decision from a routing engine to the communication source.

38. A system for updating real-time data between intervals in a communication processing center, the system including:

a data source to provide real-time data at intervals, the data including information regarding availability of aspects of the communication network;

a data collector to receive the real-time data from the data source;

a memory to store the received real-time data; and

a module to update the stored real-time data between the intervals based on a predictive algorithm.

39. The system of claim 38 further including a routing engine to receive a communication request from a communication source.

40. The system of claim 38 wherein the routing engine is to route a communication decision based on the updated stored real-time data to the communication source.

41. The system of claim 38 wherein the data source includes a publishing module and the data collector includes a subscription module to automatically send the real-time data from the data source, and to automatically receive the real-time data by the data collector.

42. The system of claim 38 wherein the data collector includes a polling module to collect data at pre-defined time intervals from the data source.

43. The system of claim 38 wherein the data source is an automatic call distributor.

44. The system of claim 38 wherein the data collector is a real time system.

45. The system of claim 38 wherein the memory is a database.

46. The system of claim 38 wherein the module includes a graphical programming environment.

47. The system of claim 38 wherein the communication source is at least one of a Public Switched Telephone Network carrier and an automatic call distributor.

48. A system for updating real-time data between intervals in a communication processing center, the system comprising:

first means for providing real-time data at intervals, the data including information regarding availability of aspects of the communication network;

second means for receiving the real-time data from the first means;

third means for storing the received real-time data; and

fourth means for updating the stored real-time data between the intervals based on a predictive algorithm.

49. The system of claim 48 further comprising fifth means for receiving a communication request from a communication source.

50. The system of claim 48 wherein the fifth means is for routing a communication decision based on the updated stored real-time data to the communication source.

51. The system of claim 48 wherein the first means includes a publishing module and the second means includes a subscription module for automatically sending the real-time data from the first means, and for automatically receiving the real-time data by the second means.

52. The system of claim 48 wherein the second means includes a polling module for collecting data at regular or pre-defined time intervals from the first means.