High availability multi-tenant feature
First Claim
1. In a multi-tenant duplexed call-management system, said system hosting a plurality of processes, including a plurality of tenant application processes and a plurality of system processes, a method of configuring and monitoring said processes on said system, the method comprising:
- configuring said system in a configuration file, said configuring including;
defining dependencies between said plurality of processes,defining a monitoring frequency for each of said plurality of processes,defining a priority for each of said plurality of processes, andgrouping selected processes of said plurality of processes into tenant groups;
reading said configuration file by the call-center system;
starting each of said plurality of processes in said duplexed call-center system in correspondence to said dependencies and said priorities, wherein said duplexed call-center system includes a first call-management system and a secondary call-management system similar to the first call-management system; and
monitoring each of said plurality of processes based on said monitoring frequencies including;
controlling each of said duplexed call-management systems with a respective High Availability (HA) Server process running on one node of each of said duplexed call-management systems,monitoring processes on each of said nodes under control of said HA Server process with a respective HA Monitor process running on the same node as said monitored processes, said HA Monitor process broadcasting a respective state of each of said monitored processes to all remaining nodes,starting and stopping selected processes of said monitored processes with a respective HA Spawner process running on the same node as said monitored processes in response to requests from said HA Server process, said HA Monitor process and an HA Master process,watching said HA Server process, said HA Monitor process and said HA Spawner process with an HA Master process running on the same node as the respective HA Server process, HA Monitor process and HA Spawner process, starting and stopping said watched processes in response to states of said watched processes, andwatching said HA Master process with an HA Master Watcher process running on the same node as the respective HA Master process, said HA Master Watcher process starting and stopping said watched HA Master process in response to a state of said HA Master Process.
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Accused Products
Abstract
A multi-tenant call-center system and method of configuring and monitoring. The system includes a plurality of telephone lines, a plurality of agent positions, a call distribution system connecting the plurality of agent positions to the telephone lines, a call management system connected to the call distribution system. The call management system includes a storage system of storing database files, processes and configuration files, a memory system for processing the database files and configuration files and running selected processes stored on the storage system, a configuration server for reading the configuration file and starting selected processes according to multi-tenant inter-process dependencies and process priorities, and a monitor process for monitoring each of the started processes according to a respective monitor frequency in the configuration file.
9 Citations
10 Claims
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1. In a multi-tenant duplexed call-management system, said system hosting a plurality of processes, including a plurality of tenant application processes and a plurality of system processes, a method of configuring and monitoring said processes on said system, the method comprising:
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configuring said system in a configuration file, said configuring including; defining dependencies between said plurality of processes, defining a monitoring frequency for each of said plurality of processes, defining a priority for each of said plurality of processes, and grouping selected processes of said plurality of processes into tenant groups; reading said configuration file by the call-center system; starting each of said plurality of processes in said duplexed call-center system in correspondence to said dependencies and said priorities, wherein said duplexed call-center system includes a first call-management system and a secondary call-management system similar to the first call-management system; and monitoring each of said plurality of processes based on said monitoring frequencies including; controlling each of said duplexed call-management systems with a respective High Availability (HA) Server process running on one node of each of said duplexed call-management systems, monitoring processes on each of said nodes under control of said HA Server process with a respective HA Monitor process running on the same node as said monitored processes, said HA Monitor process broadcasting a respective state of each of said monitored processes to all remaining nodes, starting and stopping selected processes of said monitored processes with a respective HA Spawner process running on the same node as said monitored processes in response to requests from said HA Server process, said HA Monitor process and an HA Master process, watching said HA Server process, said HA Monitor process and said HA Spawner process with an HA Master process running on the same node as the respective HA Server process, HA Monitor process and HA Spawner process, starting and stopping said watched processes in response to states of said watched processes, and watching said HA Master process with an HA Master Watcher process running on the same node as the respective HA Master process, said HA Master Watcher process starting and stopping said watched HA Master process in response to a state of said HA Master Process. - View Dependent Claims (2, 3, 4)
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5. A multi-tenant duplexed call-management system, the system comprising:
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a first call-management system including; a storage system for storing database files, processes and a configuration file, a computer system having memory for processing said database files and said configuration file and running selected processes stored on said storage system, a configuration server for reading said configuration file and serving configuration file data from said configuration file to requesting processes, and a monitor process for starting configured processes according to inter-process dependencies and process priorities as set forth in said configuration file, and for monitoring each of said started processes according to a respective monitor frequency in said configuration file, a second call-management system similar to the first call-management system, wherein the first and second call-management systems are duplexed call-management systems; an High Availability (HA) Server process running on one node of each of said duplexed call-management systems controlling each of said duplexed call-management systems; a HA Monitor process running on each of said nodes under control of said HA Server process with said HA Monitor process monitoring processes running on the same node as said HA Monitor process, said HA Monitor process broadcasting a respective state of each of said monitored processes to all remaining nodes; an HA Spawner process starting and stopping selected processes of said monitored processes with a respective HA Spawner process running on the same node as said selected process in response to requests from said HA Server process, said HA Monitor process and an HA Master process; an HA Master watching said HA Server process, said HA Monitor process and said HA Spawner process running on the same node as the respective HA Master process, starting and stopping said watched processes in response to states of said watched processes; and an HA Master Watcher process watching said HA Master process running on the same node as the respective HA Master Watcher process, said HA Master Watcher process starting and stopping said watched HA Master process in response to a state of said HA Master Process. - View Dependent Claims (6, 7)
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8. A call-center system, the system including:
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a plurality of telephone lines; a plurality of agent positions; a call distribution system connecting said plurality of agent positions to said plurality of telephone lines; a multi-tenant first call-management system connected to the call distribution system, including; a storage system for storing database files, processes and a configuration file defining dependencies between a plurality of processes, defining a monitoring frequency for each of said plurality of processes, defining a priority for each of said plurality of processes, and grouping selected processes of said plurality of processes into tenant groups, a computer system having memory for processing said database files and said configuration files and running selected processes stored on said storage system, a configuration server for reading said configuration file and serving configuration file data from said configuration file to requesting processes, and a monitor process for starting configured processes according to inter-process dependencies and process priorities as set forth in said configuration file, and for monitoring each of said started processes according to a respective monitor frequency in said configuration file; a second call-management system similar to the first call-management system, wherein the first and second call-management systems are duplexed call-management systems; an High Availability (HA) Server process running on one node of each of said duplexed call-management systems controlling each of said duplexed call-management systems; a HA Monitor process running on each of said nodes under control of said HA Server process with said HA Monitor process monitoring processes running on the same node as said HA Monitor process, said HA Monitor process broadcasting a respective state of each of said monitored processes to all remaining nodes; an HA Spawner process starting and stopping selected processes of said monitored processes with a respective HA Spawner process running on the same node as said selected process in response to requests from said HA Server process, said HA Monitor process and an HA Master process; an HA Master watching said HA Server process, said HA Monitor process and said HA Spawner process running on the same node as the respective HA Master process, starting and stopping said watched processes in response to states of said watched processes; and an HA Master Watcher process watching said HA Master process running on the same node as the respective HA Master Watcher process, said HA Master Watcher process starting and stopping said watched HA Master process in response to a state of said HA Master Process. - View Dependent Claims (9, 10)
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Specification