SYSTEMS AND METHODS FOR PER-ACTION COMPILING IN CONTACT HANDLING SYSTEMS

• US 20110179398A1
• 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:
  US12/688,690
• Publication Number:
  US 20110179398A1
• Time in Patent Office: Days
• US Class Current: 717/115
• CPC Class Codes: G06F 11/1438 Restarting or rejuvenating
• CPC Class Codes: G06F 11/2038 with a single idle spare processing component
• 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: G06F 2201/84 Using snapshots, i.e. a logical point-in-time copy of the data
• CPC Class Codes: G06F 9/45512 Command shells
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

One example embodiment includes a method for compiling one or more scripts on a per-action basis. The method includes receiving a script including one or more actions to be accomplished by a script application. The method further includes determining if the script has been previously compiled and determining if the script has been changed since it was last compiled. The method further includes retrieving the compiled script from a memory if the script was previously compiled and if the script has not been changed since it was last compiled. The method further includes compiling the script if it has not been previously compiled or if the script has been changed since it was last compiled. Compiling the script includes translating the script from source code to machine code, saving the machine code to the memory and identifying the script as compiled. The method further includes executing the compiled script.

Claims

1. In a contact handling system, including a computing environment and a network for connecting the contact handling system to a customer, a user interface for allowing a business to create a script application from one or more scripts in a visual environment, the user interface comprising:

a script menu, wherein the script menu includes one or more scripts for a business to select from, wherein;

the script includes one or more actions to be accomplished by a script application;

the one or more actions are represented in the graphical user interface as icons which can be manipulated by the business; and

the icons include a visual representation of branches within each of the one or more scripts, wherein the branches represent options that can be selected by a customer in communication with a contact handling system if the script includes a customer selectable option; and

the branches are configured to connect to an additional script; and

a frame, wherein the frame is configured to allow a business to visualize the one or more scripts and to assemble the one or more scripts into the script application.

2. The user interface according to claim 1, wherein the user interface further comprises:

p1 a script modification menu, wherein the script modification menu includes one or more actions for the business to select from and wherein the one or more actions are represented in the graphical user interface as icons which can be manipulated by the business.

3. The user interface according to claim 2, wherein the one or more script actions are represented in the graphical user interface as icons which can be manipulated by the business;

and

wherein the business can place the action icons within the script.

4. The user interface according to claim 1, wherein the computing environment further includes a per-action compiler, wherein the per-action compiler includes:

a compiling module configured to compile scripts, wherein the compiling module compiles each of the one or more script actions individually and wherein compiling each of the one or more script actions individually includes translating each action of the script from source code to machine code; and

a saving module configured to save each of the one or more compiled scripts to a memory.

5. In a contact handling system, including a computing environment and a network for connecting the contact handling system to a customer, a method for compiling one or more scripts independent of one another and on a per-action basis and in a manner that conserves computing resources in the computing environment, the method comprising:

receiving a script, wherein the script includes one or more actions to be accomplished by a script application;

determining whether the script has been previously compiled;

determining whether the script has been changed since it was last compiled;

retrieving the compiled script from a memory if the script was previously compiled and if the script has not been changed since it was last compiled;

compiling the script if it has not been previously compiled or if the script has been changed since it was last compiled, wherein compiling the script includes;

translating the script from source code to machine code;

saving the script to the memory; and

identifying the script as compiled; and

executing the one or more actions of the compiled script.

6. The method according to claim 5, wherein the script includes a header which identifies whether the script has been previously compiled and whether the script has been changed since previously being compiled.

7. The method according to claim 6, wherein identifying the script as compiled includes updating the header of the script.

8. The method according to claim 5, wherein the method further includes creating a table which identifies whether the script has been previously compiled and whether the script has been changed since previously being compiled.

9. The method according to claim 8, wherein identifying the script as compiled includes updating the header of the script.

10. The method according to claim 5, wherein the method further includes creating a first list which identifies scripts that have been previously compiled.

11. The method according to claim 10, wherein the method further comprising creating a second list which identifies scripts that have been changed since they were compiled.

12. The method according to claim 11, wherein identifying the script as compiled includes:

adding the script to the first list if the script is compiled; and

removing the script from the second list if the script is compiled.

13. The method according to claim 5, wherein one of the one or more scripts include actions to obtain information from a customer.

14. The method according to claim 13, wherein the one of the one or more scripts includes a prompt for the customer to enter the information using their telephone keypad.

15. The method according to claim 13, wherein the one of the one or more scripts includes:

speech recognition software; and

a prompt for the customer to speak the information aloud.

16. 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 per-action compiling one or more scripts independent of one another and on a per-action basis and in a manner that conserves computing resources in the computing environment, the computing system comprising:

a receiver module, wherein the receiver module is configured to receive a script, wherein the script includes one or more actions to be accomplished by a script application;

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

determine whether the script has been previously compiled; and

determine whether the script has been changed since it was last compiled;

a retrieval module, wherein the retrieval module is configured to retrieve the compiled script from a memory if the script was previously compiled and if the script has not been changed since it was last compiled; and

a compiling module, wherein the compiling module is configured to compile the script if it has not been previously compiled or if the script has been changed since it was last compiled, wherein compiling the script includes;

translating the script actions from source code to machine code;

saving the machine code of the script actions to the memory; and

identifying the script as compiled.

17. The computing system according to claim 16, wherein the computing system further includes an execution module, wherein the execution module is configured to execute the script application and at least one of the one or more compiled scripts.

18. The computing system according to claim 17, wherein the execution module is configured to connect a customer to a business representative.

19. The computing system according to claim 17, wherein the execution module is configured to communicate with a customer.

20. The computing system according to claim 18, wherein the logic device includes a field-programmable gate array.