Read-only in-memory tables for intelligent call processing system
First Claim
1. An apparatus comprising:
- a software-controlled call center communication switch;
a readable, writable table of control information;
a first read-only copy of said table; and
a handler operative to query said first copy to obtain a result, and operative to control said call center communication switch to distribute communications in a call center based on said result.
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Accused Products
Abstract
A novel communication handling system 25 is disclosed. In one embodiment, communication handler process 120 accesses read-only, in-memory copies 130 of data tables from read-write table storage 140. In this embodiment, handler process 120 provides control information to hardware 101 so that hardware 101 performs selected actions, such as playing a recorded message, recording a message from the caller, transferring the call to a particular extension, etc. In other embodiments, communication handler process 120 directs voice, data, or video chat requests delivered via an external network 55. In still other embodiments, the in-memory copies 130 are updated manually and/or automatically. In further embodiments, handler process 120 may perform operations on sets of records from in-memory copies 130.
37 Citations
16 Claims
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1. An apparatus comprising:
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a software-controlled call center communication switch;
a readable, writable table of control information;
a first read-only copy of said table; and
a handler operative to query said first copy to obtain a result, and operative to control said call center communication switch to distribute communications in a call center based on said result. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
a database managing means for creating a second read-only copy of said table after said table changes;
wherein said handler is operative to query said second copy and to control said call center communication switch to distribute calls based on the result.
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3. The apparatus of claim 1, wherein said table is stored on a non-volatile medium.
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4. The apparatus of claim 3, wherein said non-volatile medium is a hard disk.
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5. The apparatus of claim 1, wherein said first copy is stored in RAM.
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6. The apparatus of claim 1, wherein said table is stored on a non-volatile medium, and said first copy is stored in RAM.
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7. The apparatus of claim 1 further comprising:
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a PBX system operatively connected to said call center communication switch; and
a plurality of telephones connected to said PBX system; and
wherein said handler further comprises a programmable selection means for selecting one or more of said plurality of telephones to which to connect each of the telephone calls.
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8. The apparatus of claim 1, wherein said control information comprises hours of operation of said call center.
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9. The apparatus of claim 1, wherein:
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said first copy comprises a plurality of records; and
said result consists of more than one of said plurality of records.
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10. A method, comprising:
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storing control information in a table;
creating a first read-only copy of the table;
receiving a first communication connection request;
querying the first copy in response to said receiving to obtain a first result; and
handling the first communication connection request based on the first result. - View Dependent Claims (11, 12, 13, 14)
changing the table;
after said changing, making a second read-only copy of the table;
receiving a second communication connection request;
querying the second copy to obtain a second result; and
handling the second telephone call connection request based on the second result.
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12. The method of claim 11, wherein said making is manually triggered.
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13. The method of claim 11, wherein said making is automatically triggered.
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14. The method of claim 11, wherein:
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the first copy comprises a plurality of records; and
the first result consists of more than one of the plurality of records.
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15. An apparatus, comprising:
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an automatic call center communication switch; and
a computer readable medium encoded with programming instructions for said switch, the programming instructions being executable to generate;
a read/write table of control data;
a first read-only copy of said table; and
a first command signal for said switch, said first command signal being based on control data read from said first copy. - View Dependent Claims (16)
a second read-only copy of said table, which reflects changes in said table; and
a second command signal for said switch, said second command signal being based on data read from said second copy.
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Specification