Method for resynchronizing secondary database and primary database with preservation of functionality of an automatic call distribution system

• US 5,469,503 A
• Filed: 10/14/1993
• Issued: 11/21/1995
• Est. Priority Date: 07/27/1993
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Aspect Telecommunications Corporation (Alvaria Incorporated)
• Inventors: Johnson, Eric M., Collins, Kevin T., Gibbs, Richard A., Butensky, Michael J., Yang, Yih-Nan, Grafft, Chris A.
• Primary Examiner(s): Hofsass, Jeffery A.
• Assistant Examiner(s): Hong, Harry S.
• Application Number:
  US08/138,547
• Time in Patent Office: 768 Days
• Field of Search: 379/265, 379/266, 379/268, 379/269, 379/279, 379/309, 364/132, 364/187, 364/222.2, 364/222.3, 364/228.3, 364/230.4, 371/9.1, 395/200
• US Class Current: 379/265.02
• CPC Class Codes: G06F 11/1658 Data re-synchronization of a redundant component, or initial sync of replacement, additional or spare unit
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

In an automatic call distribution (ACD) system having a controller function, a primary system controller and a redundant system controller wherein the secondary system controller is in active operation and the primary system controller is out of synchronization with the redundant system controller, a method is provided for resynchronizing the primary system controller to the redundant system controller wherein selected database update functionality of the redundant system controller is suspended and database files and shared memory are copied in phases from the redundant system controller to the primary system controller with the means provided to continue to do data collection, call answering and queuing of calls, except for a brief period immediately preceding resynchronization. A slight delay added by the system in the process of answering incoming calls provides sufficient time for the primary system controller to resynchronize to the redundant system controller with all information and data, at which time the primary system controller assumes real-time operation and the redundant system controller returns to synchronous standby mode.

Claims

1. In an automatic call distribution system for distributing client calls to client service agents in real time, said automatic call distribution system including a primary computer means with a primary database means, a secondary computer means with a secondary database means, said secondary computer means for synchronously following states of said primary computer means, and means for controlling and coordinating operation of said primary computer means and said secondary computer means, a method for resynchronizing said primary computer means with said secondary computer means following interruption of usage of said primary computer means, said resynchronization being without interruption of service to said client calls, said method comprising the steps of:

(a) using said controlling means in connection with said secondary computer means to lock said secondary database means against updating of configuration information;

thereafter

(b) using said controlling means to copy selected database elements of said secondary database means to said primary computer means to replace selected elements of said primary database means;

thereafter

(c) using said controlling means to copy memory elements from said secondary computer means to said primary computer means;

thereafter

(d) using said controlling means to transfer operation from said secondary computer means with said secondary database means to said primary computer means with said primary database means;

(e) using said secondary computer means to unlock said secondary database means against updating of configuration information; and

(f) resynchronizing said primary computer means and said secondary computer means.

2. The method according to claim 1, wherein said step (a) includes using said controlling means to restrict modification of call control tables and to restrict caller entry into a voice subsystem.

3. The method according to claim 2, wherein said step (c) includes using said controlling means to delay answering of incoming calls for up to about thirty seconds during final resynchronization, to permit said controller means to transfer all accumulated information to said primary computer means.

4. The method set forth in claim 1 further comprising the step of collecting data and queuing incoming calls in a buffer while said secondary database means is locked.

5. The method set forth in claim 4 further comprising the step of updating said primary database and said secondary database with data and calls from said buffer after said primary and secondary computer means are resynchronized.