Systems and methods for data synchronization in a customer center
First Claim
1. A method to synchronize data in a contact center having a plurality of users, the method comprising:
- identifying an initial master application of a plurality of workforce applications that are in communication with the contact center, and identifying remaining ones of the workforce applications as slave applications;
determining a substitute master application hierarchy by prioritizing the slave applications;
monitoring the initial master application to detect changes to user data, and if changes to the user data in the initial master application are detected, updating corresponding user data in the slave applications with the changes to the user data in the initial master application;
if the initial master application is unavailable, identifying one of the slave applications as a substitute master application based on the prioritization of the slave applications in the substitute master application hierarchy; and
monitoring the substitute master application to detect changes to the user data, and if changes to the user data in the substitute master application are detected, updating corresponding user data in the slave applications with the changes to the user data in the substitute master application.
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Accused Products
Abstract
A synchronization manager comprises an instruction execution system. The instruction execution system is configured to identify an initial master application of a plurality of workforce applications that are in communication with a contact center, identify remaining ones of the workforce applications as slave applications, determine a substitute master application hierarchy by prioritizing the slave applications, monitor the initial master application to detect changes to user data, and if changes to the user data in the initial master application are detected, update corresponding user data in the slave applications with the changes to the user data in the initial master application. The instruction execution system is further configured to, if the initial master application is unavailable, identify one of the slave applications as a substitute master application based on the prioritization of the slave applications in the substitute master application hierarchy, and monitor the substitute master application to detect changes to the user data.
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Citations
18 Claims
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1. A method to synchronize data in a contact center having a plurality of users, the method comprising:
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identifying an initial master application of a plurality of workforce applications that are in communication with the contact center, and identifying remaining ones of the workforce applications as slave applications; determining a substitute master application hierarchy by prioritizing the slave applications; monitoring the initial master application to detect changes to user data, and if changes to the user data in the initial master application are detected, updating corresponding user data in the slave applications with the changes to the user data in the initial master application; if the initial master application is unavailable, identifying one of the slave applications as a substitute master application based on the prioritization of the slave applications in the substitute master application hierarchy; and monitoring the substitute master application to detect changes to the user data, and if changes to the user data in the substitute master application are detected, updating corresponding user data in the slave applications with the changes to the user data in the substitute master application. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A synchronization manager comprising:
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an instruction execution system configured to identify an initial master application of a plurality of workforce applications that are in communication with the contact center, identify remaining ones of the workforce applications as slave applications, determine a substitute master application hierarchy by prioritizing the slave applications, monitor the initial master application to detect changes to user data, and if changes to the user data in the initial master application are detected, update corresponding user data in the slave applications with the changes to the user data in the initial master application; the instruction execution system configured to, if the initial master application is unavailable, identify one of the slave applications as a substitute master application based on the prioritization of the slave applications in the substitute master application hierarchy, and monitor the substitute master application to detect changes to the user data, and if changes to the user data in the substitute master application are detected, update corresponding user data in the slave applications with the changes to the user data in the substitute master application. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A non-transitory computer readable medium having a computer program stored thereon, the computer program comprising computer-executable instructions for performing the computer-implemented steps of:
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identifying an initial master application of a plurality of workforce applications that are in communication with the contact center, and identifying remaining ones of the workforce applications as slave applications; determining a substitute master application hierarchy by prioritizing the slave applications; monitoring the initial master application to detect changes to user data, and if changes to the user data in the initial master application are detected, updating corresponding user data in the slave applications with the changes to the user data in the initial master application; if the initial master application is unavailable, identifying one of the slave applications as a substitute master application based on the prioritization of the slave applications in the substitute master application hierarchy; and monitoring the substitute master application to detect changes to the user data, and if changes to the user data in the substitute master application are detected, updating corresponding user data in the slave applications with the changes to the user data in the substitute master application. - View Dependent Claims (14, 15, 16, 17, 18)
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Specification