System and method for multi-channel communication queuing

• US 7,505,577 B2
• Filed: 03/31/2001
• Issued: 03/17/2009
• Est. Priority Date: 03/31/2001
• Status: Active Grant

• Current Assignee: Oracle America, Inc. (Oracle Corporation)
• Original Assignee: Siebel Systems Inc. (Oracle Corporation)
• Inventors: Bedi, Rohir, Pak, Wai H., Annadata, Anil K.
• Primary Examiner(s): Nguyen; Quynh H
• Application Number:
  US09/823,590
• Publication Number:
  US 20070201673A1
• Time in Patent Office: 2,908 Days
• Field of Search: 379/265.09, 379/265.11, 379/265.12
• US Class Current: 379/265.09
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

An apparatus and method that stores a status of a system immediately before an interruption of a power supply. A request for a status-storing process is outputted from an application to a check point manager in a module. A request for an execution of a snapshot output to components such as the application and a device driver is outputted to the manager. A sequence at this time is based on a sequence recorded in a status-storing database and represents a dependence relation between the components. When each component receives the request for the snapshot output, a function existing in a particular address for each component is read and the component status is outputted as a snapshot file through the manager to a non-volatile memory.

Claims

1. A tangible computer readable medium that stores instructions that are executable by a computer system, the computer system implements a method in response to executing the instructions, the method comprising:

receiving a first request in a first media format of a plurality of different media formats via a first communication channel of a plurality of communication channels, wherein each communication channel of the plurality of communication channels has an associated media format of the plurality of different media formats;

receiving a second request in a second media format of the plurality of different media formats via a second communication channel of the plurality of communication channels;

determining media formats associated with communication channels that each agent of one or more agents is authorized to access, wherein the communication channels that each agent of the one or more agents is authorized to access comprise at least one of the plurality of communication channels, and wherein the determining comprises accessing a table stored in memory, wherein the table comprises an entry that identifies at least one communication channel that one of the one or more agents is not authorized to access, wherein the table comprises an identifier for agent limitation, an agent ID, and a channel driver profile ID corresponding to the at least one communication channel that the one agent is not authorized to access; and

assigning, in response to the determining, the one or more agents to handle the first and second requests based on the media formats of the first and second requests and the media formats associated with the communication channels that each agent of the one or more agents is authorized to access.

2. The tangible computer readable medium, as set forth in claim 1, wherein the method further comprises:

assigning the one or more agents to handle the first and second requests based on the subject matter of the first and second requests and the skills associated with the one or more agents.

3. The tangible computer readable medium, as set forth in claim 1, wherein the method further comprises:

queuing the first and second requests until one of the one or more agents is available to accept the first or second requests.

4. The tangible computer readable medium, as set forth in claim 1, wherein the method further comprises:

assigning the first and second requests to the one or more agents based on a set of rules.

5. The tangible computer readable medium, as set forth in claim 4, wherein the method further comprises:

allowing an agent to decline being assigned to the first or second requests.

6. The tangible computer readable medium, as set forth in claim 4, wherein the method further comprises:

allowing an agent to route a request assigned to the agent to another agent.

7. A performed by a circuit of a computer system, the method comprising:

receiving a first request in a first media format of a plurality of different media formats via a first communication channel of a plurality of communication channels, wherein each communication channel of the plurality of communication channels has an associated media format of the plurality of different media formats;

receiving a second request in a second media format of the plurality of different media formats via a second communication channel of the plurality of communication channels;

determining media formats associated with communication channels that each agent of one or more agents is authorized to access, wherein the communication channels that each agent of the one or more agents is authorized to access comprise at least one of the plurality of communication channels, and wherein the determining comprises reference to a table stored in memory, wherein the table comprises an entry that identifies at least one communication channel that one of the one or more agents is not authorized to access, wherein the table comprises an identifier for agent limitation, an agent ID, and a channel driver profile ID corresponding to the at least one communication channel that the one agent is not authorized to access; and

in response to the determining, assigning the one or more agents to handle the first and second requests based on the media formats of the first and second requests and the media formats associated with the communication channels that each agent of the one or more agents is authorized to access.

8. The method, as set forth in claim 7, further comprising:

assigning the one or more agents to handle the first and second requests based on the subject matter of the first and second requests and the skills associated with the one or more agents.

9. The method, as set forth in claim 7, further comprising:

queuing the first and second requests until one of the one or more agents is available to accept the first or second requests.

10. The method, as set forth in claim 7, further comprising:

assigning the first and second requests to the one or more agents based on a set of rules.

11. The method, as set forth in claim 10, further comprising:

allowing an agent to decline being assigned to the first or second requests.

12. The method, as set forth in claim 10, further comprising:

allowing an agent to route a request assigned to the agent to another agent.

13. A tangible computer readable medium that stores instructions that are executable by a computer system to implement the method of claim 7.

18. The system, as set forth in claim 10, wherein the queuing engine is further configured to:

allow an agent to decline being assigned to the first or second requests.

19. The system, as set forth in claim 10, wherein the queuing engine is further configured to:

allow an agent to route a request assigned to the agent to another agent.

14. A system comprising:

a first computer server configured to receive a first request in a first media format of a plurality of different media formats via a first communication channel of a plurality of communication channels and a second request in a second media format of the plurality of different media formats via a second communication channel of the plurality of communication channels; and

a queuing engine configured to;

determine media formats associated with communication channels that each agent of one or more agents is authorized to access, wherein the communication channels that each agent of the one or more agents is authorized to access comprise at least one of the plurality of communication channels, wherein the queuing engine references a table stored in memory, wherein the table comprises an entry that identifies at least one communication channel that one of the one or more agents is not authorized to access, wherein the table comprises an identifier for agent limitation, an agent ID, and a channel driver profile ID corresponding to the at least one communication channel that the one agent is not authorized to access, and

in response to determining the media formats associated with the communication channels that each agent of the one or more agents is pre-authorized to access, assign the one or more agents to handle the first and second requests based on the media formats of the first and second requests and the media formats associated with the communication channels that each agent of the one or more agents is authorized by to access.

15. The system, as set forth in claim 14, wherein the queuing engine is further configured to:

assign the one or more agents to handle the first and second requests based on the subject matter of the first and second requests and the skills associated with the one or more agents.

16. The system, as set forth in claim 14, wherein the queuing engine is further configured to:

queue the first and second requests until one of the one or more agents is available to accept the first or second requests.

17. The system, as set forth in claim 14, wherein the queuing engine is further configured to:

assign the first and second requests to the one or more agents based on a set of rules.