Method for accessing real-time data in an automatic call distribution system

• US 5,546,455 A
• Filed: 12/27/1994
• Issued: 08/13/1996
• Est. Priority Date: 08/24/1993
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Ehrlich, Jason, Brouillet, Jean-Luc, Rosler, Jeffrey, Joyce, Robert
• Primary Examiner(s): Hofsass, Jeffery
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/364,063
• Time in Patent Office: 595 Days
• Field of Search: 379/265, 379/266, 379/201, 379/112, 379/34, 379/136, 379/134, 379/121, 379/122, 379/139, 379/279
• US Class Current: 379/265.03
• CPC Class Codes: H04M 3/12 Marking faulty circuits "busy"; Enabling equipment to disengage itself from faulty circuits ; Using redundant circuits; Response of a circuit, apparatus or system to an error
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres

Abstract

In an automatic call distribution (ACD) system having a plurality of client systems and at least one host server system, the host server system for conducting transactions in real time, a method is provided for creating and reporting data substantially synchronously with other data and in substantial real-time with events which generate the data wherein at the host server system requests are handled and translated directly into executable machine code containing all knowledge needed to execute the request as a query as if the query were directed to a relational database, a query in real-time interaction is used to access data in shared memory of the host server system and report information, typically status information related to transactions of interest, to the requesting client system. Method and apparatus are provided for mapping between the logical view of shared memory and the physical structure of shared memory wherein in the form of a data access module which provides a function to execute for each field in the logical view of shared memory. These functions can return a value from shared memory or can return a value based on calculations on data in shared memory. A database manager module is employed to monitor data in a static database and to provide relevant information to shared memory for access by the data access module, so that the data access module need not access the static database directly.

Claims

1. In an automatic call distribution (ACD) system having a plurality of client systems and at least one host server system having shared memory, the host server system for conducting transactions in real time, a method for analyzing and reporting on live data in substantial real time comprising the steps of:

generating, at any one of the client systems, a query for a user-specified subset of said live data, said query comprising data elements from shared memory or any combination of, aggregation of or value derived from a calculation based on said data elements;

processing at the host server system said query for said user-specified subset of live data;

identifying, at the host server system, the data to be collected and analyzed to respond to the query;

automatically generating, at the host server system, executable machine code from the query, said executable machine code containing all knowledge needed to execute immediately the user request as a query as if the query were directed to a relational database;

storing the machine code thereafter for execution;

executing the machine code as a request object; and

thereafter

as a consequence of execution of the machine code, immediately accessing said live data in said shared memory to report results to the requesting client system based upon said user-specified subset of data stored in said shared memory.

2. The method according to claim 1 further including the step of using each one of said client systems to issue a plurality of queries to at least one said host server system in order to elicit results from shared memory.

3. The method according to claim 1 wherein the host server system includes a primary control processor and a redundant control processor wherein the redundant control processor duplicates operation of the primary control processor synchronously, further including the step of using the client systems to test for connection to the primary control processor and to select connection to the redundant control processor upon failure to obtain a connection with the primary control processor.

4. The method according to claim 1 wherein the client systems alternately test for connection to the primary control processor and the redundant control processor for a predetermined number of times indicative that a connection cannot be established to the host system.

5. The method according to claim 1 further including the step of using a query compiler to accept parsed SQL queries from the requesting client, to identify tables having its index referenced in a "where" clause of the SQL query, and to generate code which can be used to scan said tables by index reference.

6. The method according to claim 5 wherein the query compiler is used to generate code which can retrieve results from shared memory.

7. The method according to claim 6 wherein the query compiler is used to generate code which can be used to condense results from shared memory into aggregate results.

8. The method according to claim 1 wherein the processing step includes processing a plurality of queries and using a request manager in the host server system to set a timing sequence that establishes when each of said plurality of queries is executed.

9. The method according to claim 8 further including the step of providing tabular views of data in shared memory even when the data is in non-tabular form.

10. The method according to claim 8 wherein the executing step comprises using data access module means to access shared memory in substantially real-time and to return both raw results from shared memory and calculated information based on data in shared memory to said request manager.

11. The method according to claim 8 wherein the request manager is used to initiate the compiling of a query into a request object, to initiate execution of a compiled request object, and to queue compiled request objects in a list.

12. The method according to claim 11 wherein the request manager is used to set a refresh rate for said request object so that said query may be repeatedly executed.

13. The method according to claim 12 wherein the request manager is used to initiate updates of request objects after initial execution and before reporting results to the requesting client.

14. The method according to claim 13 wherein the request manager is used to report results to the requesting client only upon occurrence of a timeout.

15. In an automatic call distribution (ACD) system having a plurality of client systems and at least one host server system having shared memory storing data readable with a plurality of function calls, the host server system for conducting transactions in real time, a method for flexibly analyzing the data stored in the shared memory in substantial real time, said method comprising the steps of:

generating, at one of said client systems, a user-specified query which requests a user-defined subset of the data stored in shared memory by allowing a user to select with an object-oriented user interface data elements to be analyzed and reported on and automatically building said user-specified query from said selected data elements, said user-specified query comprising data elements from shared memory or any combination of, aggregation of or value derived from a calculation based on said data elements;

transmitting said user-specified query to said host system;

processing said user-specified query, at said host system, in substantial real-time to identify the data to be collected and analyzed to respond to said user-specified query and to generate executable machine code containing all information needed to execute the user-specified query as a query as if the query were directed to a relational database;

storing said generated machine code thereafter;

setting a refresh rate for said stored machine code so that said query can be repeatedly executed; and

repeatedly executing said stored machine code as a request object at said refresh rate to (i) immediately access said user-defined subset of data in said shared memory as determined by a subset of said plurality of function calls corresponding to said user-specified query and (ii) report results of the executed request object to the client system creating said user-specified query each time said stored machine code is executed.

16. An automatic call distribution (ACD) system comprising:

(a) a computer network;

(b) a plurality of client systems coupled to said computer network, each of said plurality of client systems comprising;

(i) user-interface means for providing an object-oriented user-interface allowing a user to identify user-specified live data to be reported to at least one of said plurality of client systems and analyzed, said user-interface means supplying a high-level output representing said user-specified data;

(ii) a query builder, coupled to said user-interface means, to prepare queries from said high-level output to retrieve said selected data, said query comprising data elements from shared memory or any combination of, aggregation of or value derived from a calculation based on said data element;

(iii) a network interface, coupled to said query builder and to said computer network, to transmit said queries from said plurality of client systems over said computer network; and

(c) a host server system for executing at least first and second sessions having access to a shared memory which receives real time data from external sources, said shared memory comprising a plurality of tables and said first and second sessions each comprising;

(i) a network interface, coupled to said computer network, to receive queries from said plurality of client systems;

(ii) a query processor to identify the data to be collected and analyzed to respond to the queries and to compile said queries into executable machine code in substantial real time;

(iii) a query executer to execute said compiled queries as request objects immediately accessing said shared memory to retrieve said selected data from said shared memory; and

(iv) a request manager, coupled to said network interface, said query compiler and said query executer, to route received queries to said query compiler for compiling and to control operation of said query executer.

17. The ACD system set forth in claim 16 wherein said query processor checks to determine if a received query is valid, identifies which of said plurality of tables have an index referenced in said query, sorts said indexed tables associated with said query into an optimum sequence for access in order to minimize processing time, and generates said executable machine code for immediate execution of said query.

18. The ACD system set forth in claim 17 wherein data in said shared memory comprises instantaneous data, averaged data, slow cycle data and cumulative data.