Administering multiple target ACD systems
AssigneeAspect Software, Inc.
InventorsPeter Koenig, Senthilvel Saravanan, Vyacheslav Mayorskiy
Life of this patent
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Abstract
Method and system for administering multiple target systems automatic contact distribution (ACD) systems, where corresponding object types in the various target systems may have different schema. A user of the administering system works in a single schema, and translators permit communication between the administering system and the various target systems.
Claims19
A method of administering multiple target automatic contact distribution (ACD) systems, where all of the target systems do not use the same schema to represent a particular object, and where the target systems can comprise ACD switches and can comprise ACD peripheral devices, the method comprising:
- providing the particular object for making a desired edit to the particular object;
- obtaining a translator designed to translate between a schema of an administering system and a schema of an intended one of the target systems;
- using the translator to convert the edited object for use in the intended one of the target systems;
- providing the converted object for making the edit in the intended one of the target systems;
- wherein the intended one of the target systems may be, but is not necessarily, a target system with which the particular object was associated when it first was provided for making the desired edit.
A unified system for administering multiple target automatic contact distribution (ACD) systems, where all of the target systems do not use the same schema to represent a particular object, and where the target systems can comprise ACD switches and can comprise ACD peripheral devices, the administering system comprising:
- a database for storing information associated with different ones of the target systems, respectively;
- a transaction coordinator for coordinating communication of objects between the database, the different ones of the target systems, and a user interface for a user of the administering system;
- at least one folder of translators, where a respective translator of the at least one folder is designed to translate between a schema of the administering system and a schema of a respective one of the target systems;
- wherein a new translator can be added to the at least one folder without restarting the administering system, without changing code for operation of the transaction coordinator, and without changing code for communication with the user interface;
- wherein the new translator can be dynamically obtained on demand during runtime.
A unified system for administering multiple target automatic contact distribution (ACD) systems, where all of the target systems do not use the same schema to represent a particular object, and where the target systems can comprise ACD switches and can comprise ACD peripheral devices, the system comprising:
- means for providing the particular object for making a desired edit to the particular object;
- means for obtaining a translator designed to translate between a schema of an administering system and a schema of an intended one of the target systems;
- means for converting the edited object for use in the intended one of the target systems;
- means for providing the converted object for making the edit in the intended one of the target systems;
- wherein the intended one of the target systems may be, but is not necessarily, a target system with which the particular object was associated when it first was provided for making the desired edit.
Dependencies are inferred from the claim text.