SYSTEMS AND METHODS FOR MULTI-TENANCY IN CONTACT HANDLING SYSTEMS

• US 20110179304A1
• 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
• Application Number:
  US12/688,713
• Publication Number:
  US 20110179304A1
• Time in Patent Office: Days
• US Class Current: 714/4.11
• CPC Class Codes: G06F 11/2038 with a single idle spare processing component
• CPC Class Codes: G06F 11/2046 where the redundant components share persistent storage G06F11/2043 takes precedence
• CPC Class Codes: G06F 11/2048 where the redundant components share neither address space nor persistent storage
• CPC Class Codes: G06F 11/2097 maintaining the standby controller/processing unit updated initialisation or re-synchronisation thereof G06F11/1658 and subgroups
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

One example embodiment includes a method for providing multi-tenancy in a computing environment. The method includes receiving a script in a computing environment, where the script includes one or more actions to be completed by the computing environment. The method further includes providing one or more computing resources in the computing environment and building an action list for the one or more computing resources, where the action list is a data structure that contains a list of one or more actions to be executed by the one or more computing resources. The method further includes transmitting a first action to one of the one or more computing resources, where the first action is one of the one or more actions. The method further includes executing the first action in the one of the one or more computing resources and indicating to the action list the completion of the first action.

Claims

1. In a contact handling system, including a first computing environment, a second computing environment and a network for connecting the contact handling system to a customer, a method for providing computing environment redundancy with checkpointing in a manner that allows the second computing environment to maintain the connection between the contact handling system and the customer in the event of a failure in the first computing environment, the method comprising:

receiving a script application in a first computing environment and a second computing environment, wherein the script application is configured to execute one or more scripts;

receiving the one or more scripts into the first computing environment and the second computing environment, wherein the one or more scripts include one or more actions to be accomplished by the script application;

executing the script application and at least one of the one or more scripts in the first computing environment;

preparing a snapshot of the state of the first computing environment at predetermined checkpoints in the script application and the one or more scripts;

saving the snapshot to a memory in the first computing environment;

transmitting the snapshot to a second computing environment, wherein the second computing environment is available to run the script application and the one or more scripts if a failure occurs in the first computing environment;

saving the snapshot to a memory in the second computing environment.

2. The method according to claim 1, wherein the method further comprises executing the script application and at least one of the one or more scripts in the second computing environment if the first computing environment experiences a failure.

3. The method according to claim 2, wherein the method further comprises:

preparing a snapshot of the state of the second computing environment at predetermined checkpoints in the script application and the one or more scripts;

saving the snapshot to the memory in the second computing environment;

transmitting the snapshot to the first computing environment, wherein the first computing environment is available to run the script application and the one or more scripts if a failure occurs in the second computing environment; and

saving the snapshot to the memory in the first computing environment.

4. The method according to claim 1, wherein the first computing environment is substantially similar to the second computing environment.

5. The method according to claim 1, wherein one of the one or more scripts includes commands to obtain information from a customer.

6. The method according to claim 5, wherein the one of the one or more scripts includes a prompt for the customer to enter the information using their telephone keypad.

7. The method according to claim 5, wherein the one of the one or more scripts includes:

The use of speech recognition software; and

a prompt for the customer to speak the information aloud.

8. The method according to claim 1, wherein the first computing environment includes a processor.

9. The method according to claim 8, wherein the first computing environment includes 16 processors.

10. In a contact handling system, including a first computing environment, a second computing environment and a network for connecting the contact handling system to a customer, a method for providing computing environment redundancy using checkpointing in a manner that allows the second computing environment to maintain the connection between the contact handling system and the customer in the event of a failure in the first computing environment, the method comprising:

receiving a script application in a first computing environment and a second computing environment, wherein the script application is configured to execute one or more scripts;

receiving the one or more scripts in the first computing environment and the second computing environment, wherein the one or more scripts are one or more actions to be accomplished by the script application;

executing the script application and at least one of the one or more scripts in the first computing environment;

executing the script application and at least one of the one or more scripts in the second computing environment if the first computing environment experiences a failure;

preparing a snapshot, wherein preparing the snapshot includes;

preparing the snapshot of the state of the first computing environment at predetermined checkpoints in the script application and the one or more scripts if the first computing environment is executing the script application and at least one of the one or more scripts; and

preparing the snapshot of the state of the second computing environment at predetermined checkpoints in the script application and the one or more scripts if the second computing environment is executing the script application and at least one of the one or more scripts; and

saving the snapshot to a memory, wherein saving the snapshot to a memory includes;

saving the snapshot to a first memory in the first computing environment; and

saving the snapshot to a second memory in the second computing environment.

11. The method according to claim 10, wherein the method further includes transmitting the snapshot from the first computing environment to the second computing environment.

12. The method according to claim 10, wherein the method further includes transmitting the snapshot from the second computing environment to the first computing environment.

13. The method according to claim 10, wherein the first computing environment includes a logic device.

14. The method according to claim 13, wherein the logic device includes a processor.

15. The method according to claim 14, wherein the logic device includes 16 processors.

16. In a contact handling system, including a first computing environment, a second computing environment and a network for connecting the contact handling system to a customer, a computer program product for providing computing environment redundancy using check pointing in a manner that allows the second computing environment to maintain the connection between the contact handling system and the customer in the event of a failure in the first computing environment, 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 first computing environment and a second computing environment, wherein the script application is configured to execute one or more scripts;

receive the one or more scripts in the first computing environment and the second computing environment, wherein the one or more scripts are one or more actions to be accomplished by the script application;

execute the script application and at least one of the one or more scripts in the first computing environment;

prepare a snapshot of the state of a first computing environment at predetermined checkpoints in the script application and the one or more scripts;

save the snapshot to a memory in the first computing environment;

transmit the snapshot to a second computing environment, wherein the second computing environment is available to execute the script application and the one or more scripts if a failure occurs in the first computing environment; and

save the snapshot to a memory in the second computing environment.

17. The computer program product according to claim 16, wherein the one or more computer media further:

execute the script application and at least one of the one or more scripts in the second computing environment if the first computing environment experiences a failure.

18. The computer program product according to claim 17, wherein the one or more computer media further:

prepare a snapshot of the state of the second computing environment at predetermined checkpoints in the script application and the one or more scripts; and

save the snapshot to the memory in the second computing environment.

19. The computer program product according to claim 18, wherein the one or more computer media further:

transmit the snapshot to the first computing environment, wherein the first computing environment is available to run the script application and the one or more scripts if a failure occurs in the second computing environment; and

save the snapshot to the memory in the first computing environment.