SYSTEMS AND METHODS FOR REDUNDANCY USING SNAPSHOTS AND CHECK POINTING IN CONTACT HANDLING SYSTEMS

• US 20110178946A1
• Filed: 01/15/2010
• Published: 07/21/2011
• Est. Priority Date: 01/15/2010
• Status: Abandoned Application

• Current Assignee: inContact Incorporated (Nice Ltd)
• Original Assignee: inContact Incorporated (Nice Ltd)
• Inventors: Peterson, David Owen, Minert, Brian Douglas
• Application Number:
  US12/688,708
• Publication Number:
  US 20110178946A1
• Time in Patent Office: Days
• US Class Current: 705/346
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

One example embodiment includes a method for computing environment redundancy with check pointing. The method includes receiving a script application in a first computing environment and a second computing environment. The method further includes receiving the one or more scripts in the first computing environment and the second computing environment. The method further includes executing the script application and at least one of the one or more scripts in the first computing environment and preparing a snapshot of the state of the first computing environment at predetermined checkpoints in the script application and the one or more scripts. The method further includes saving the snapshot to a memory in the first computing environment, transmitting the snapshot to the second computing environment and saving the snapshot to a memory in the second computing environment.

Claims

1. In a contact handling system, including a computing environment and a network for connecting the contact handling system to a customer, a method for providing multi-tenancy for two or more companies in the computing environment in a manner that prevents one business from using computing resources to the exclusion of other companies, the method comprising:

receiving a script application in a computing environment, wherein the script application includes one or more scripts and wherein the script application is configured to interact with a customer;

receiving one of the one or more scripts in the computing environment, the script including one or more actions to be executed by the computing environment;

providing one or more computing resources in the computing environment;

building an action list for the one or more computing resources, wherein the action list is a data structure that contains a list of one or more script actions to be executed by the one or more computing resources and wherein the action list is configured to contain only a single script action from the script application;

adding a first script action to the action list, wherein the first script is one of the one or more scripts;

transmitting the first script action from the action list to one of the one or more computing resources;

executing the first script action in the one of the one or more computing resources; and

removing the first script action from the action list upon completion of the first script action, wherein removing the first script action from the action list allows another script action from the script application to be placed in the action list.

2. The method according to claim 1, the method further comprising:

receiving a second script application in the computing environment, wherein the second script application includes one or more scripts and wherein the second script application is configured to interact with a second customer;

receiving one of the one or more scripts of the second script application in the computing environment, the script including one or more actions to be completed by the computing environment;

adding a second script action to the action list, wherein the second script action is one of the one or more script actions in the second script application;

transmitting the second script action from the action list to one of the one or more computing resources, wherein the second script action is one of the one or more script actions in the second script application;

executing the second script action in the one of the one or more computing resources; and

removing the second script action from the action list upon completion of the second script, wherein removing the second script action from the action list allows another script action from the second script application to be placed in the action list.

3. The method according to claim 2, wherein the second script application is the same as the script application.

4. The method according to claim 2, wherein the second script application is different than the script application.

5. The method according to claim 1, wherein the action list is configured to contain only a single action from the script application on the action list.

6. The method according to 5, wherein the action list is configured to accept a second action from the script application when the single action is complete.

7. The method according to claim 1, wherein one of the one or more scripts include actions to obtain information from a customer.

8. The method according to claim 7, wherein the one of the one or more scripts includes a prompt for the customer to enter the information using their telephone keypad.

9. The method according to claim 7, wherein the one of the one or more scripts includes:

speech recognition software; and

a prompt for the customer to speak the information aloud.

10. In a contact handling system, including a computing environment and a network for connecting the contact handling system to a customer, a computing system for providing multi-tenancy for two or more companies in the computing environment in a manner that prevents one business from using computing resources to the exclusion of other companies, the computing system comprising:

a receiver module, wherein the receiver module is configured to

receive a script application in a computing environment, wherein the script application includes one or more scripts and wherein the script application is configured to interact with a customer;

receive one of the one or more scripts in the computing environment, the script including one or more actions to be completed by the computing environment;

one or more computing resources in the computing environment;

a building module, wherein the building module is configured to;

build an action list for one of the one or more computing resources, wherein the action list is a data structure that contains a list of one or more script actions to be executed by the one or more computing resources and wherein the action list is configured to contain only a single script action from the script application;

add a first script action to the action list, wherein the first script action is from one of the one or more scripts; and

remove the first script action from the action list upon completion of the first script action, wherein removing the first script action from the action list allows another script action from the script application to be placed in the action list

a transmission module, where the transmission module is configured to transmit the first script action from the action list to one of the one or more computing resources;

an execution module, wherein the execution module is configured to execute the first script action in the one of the one or more computing resources.

11. The computing system according to claim 10, wherein the one or more computing resources includes a processor.

12. The computing system according to claim 10, wherein the one or more computing resources includes a field-programmable gate array.

13. The computing system according to claim 10, wherein the computing system further comprises:

a connection module, wherein the connection module is configured to allow communication between a customer and the a contact handling system.

14. The computing system according to claim 13, wherein the connection module is configured to allow communication between a customer and a business representative, wherein the business representative communicates with the customer through the contact handling system.

15. In a contact handling system, including a computing environment and a network for connecting the contact handling system to a customer, a computer program product for providing multi-tenancy for two or more companies in the computing environment in a manner that prevents one business from using computing resources to the exclusion of other companies, the computer program product comprising:

one or more physical computer-readable media, wherein the one or more computer readable media;

receive a script application in a computing environment, wherein the script application includes one or more scripts and wherein the script application is configured to interact with a customer;

receive one of the one or more scripts in the computing environment, the script including one or more actions to be completed by the computing environment;

provide one or more computing resources in the computing environment;

build an action list for the one or more computing resources, wherein the action list is a data structure that contains a list of one or more script actions to be executed by the one or more computing resources and wherein the action list is configured to contain only a single script action from the script application;

add a first script action to the action list, wherein the first script action is from one of the one or more scripts;

transmit the first script action from the action list to one of the one or more computing resources;

execute the first script action in the one of the one or more computing resources; and

remove the first script action from the action list upon completion of the first script, wherein removing the first script action from the action list allows another script action from the script application to be placed in the action list.

16. The computer program product according to claim 15, wherein building an action list further includes:

determining if an action from the current customer is already in the action list;

adding the action to the action list if a action from the current customer is not already in the action list.

17. The computer program product according to claim 16, wherein building a action list further includes:

placing the action in a buffer if an action from the current customer is already in the action list; and

transferring the action from the buffer to the action list after completion of the first action.

18. The computer program product according to claim 15, wherein the action list is a first-in first-out data structure.

19. The computer program product according to claim 18, wherein the first-in first-out data structure includes a queue.

20. The computer program product according to claim 15, wherein indicating to the action list the completion of the first action includes removing the first action from the action list.