Administering multiple target ACD systems
View Patent ↗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.
1. 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.
2. The method as in claim 1 , further comprising:
providing indicators for limiting properties, of the particular object, being displayed when the particular object is first provided for making the desired edit;
wherein the properties being displayed can be limited to conform with properties of the particular object that are available in the schema of the intended one of the target systems.
3. The method as in claim 1 , further comprising:
receiving the converted object from the intended target system;
using the translator to re-convert the received object for use in the administering system;
writing the re-converted object to a database of the administering system.
4. The method as in claim 1 , further comprising:
requesting configuration data for each of the target systems;
storing the configuration data in a database of the administering system.
5. The method as in claim 1 , further comprising:
providing a collection of objects for selecting one object of the collection;
the collection comprising the particular object.
6. The method as in claim 1 , the particular object being of a particular object type, the object type being selected from a group consisting of agents, agent groups, agent super groups, trunk groups, caller numbers, called numbers, supervisor teams, agent supervisors, announcements, categories of contact subject matter, classes of service, clients of the administering system, system managers, and technicians.
7. 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.
8. The system as in claim 7 , further comprising:
at least one translator adaptor for accessing an appropriate one of the translators from the at least one folder of data loaders.
9. The system as in claim 7 , further comprising:
a plurality of target system adaptors;
communication between the administering system and a particular one of the target systems being conducted through one of the target system adaptors that corresponds with the particular one of the target systems.
10. The system as in claim 7 , wherein, for a particular object type, the schema of the administering system includes properties present in each of the schemas of the target systems.
11. The system as in claim 7 , further comprising:
the schema of the administering system including a target system identifier property for the particular object;
metadata associated with the particular object;
wherein the metadata can be used to indicate properties available in a particular target system for the particular object.
12. The system as in claim 7 , further comprising a communication module for marshalling communication between the administering system and the user interface.
13. The system as in claim 7 , further comprising:
a folder of data loaders, where respective data loaders of the folder of data loaders are designed to facilitate writing configuration data for respective ones of the target systems to the database;
a dataloading adaptor for accessing an appropriate one of the data loaders from the folder of data loaders.
14. 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.
15. The system as in claim 14 , further comprising:
means for limiting properties, of the particular object, being displayed when the particular object is first provided for making the desired edit;
wherein the properties being displayed can be limited to conform with properties of the particular object that are available in the schema of the intended one of the target systems.
16. The system as in claim 14 , further comprising:
means for receiving the converted object from the intended target system;
means for re-converting the received object for use in the administering system;
means for writing the re-converted object to a database of the administering system.
17. The system as in claim 14 , further comprising:
means for requesting configuration data for each of the target systems;
means for storing the configuration data in a database of the administering system.
18. The system as in claim 14 , further comprising:
means for providing a collection of objects for selecting one object of the collection;
the collection comprising the particular object.
19. The system as in claim 14 , the particular object being of a particular object type, the object type being selected from a group consisting of agents, agent groups, agent super groups, trunk groups, caller numbers, called numbers, supervisor teams, agent supervisors, announcements, categories of contact subject matter, classes of service, clients of the administering system, system managers, and technicians.