Synchronization of multiple target system data
View Patent ↗A method and apparatus are provided for exchanging configuration information within a call center system between a central server and a plurality of dissimilar contact centers. The method includes the steps of the central server monitoring an contact center of the plurality of dissimilar contact centers for a configuration change message and converting the configuration change between a format of the central server and a format of a subscribing contact center of the plurality of contact centers, where the subscribing contact center is different than the monitored contact center.
1. A method of exchanging configuration information within a call center system between a central server and a plurality of dissimilar contact centers, such method comprising;
the central server monitoring the plurality of dissimilar contact centers for a configuration change message routed from a contact center of the plurality of dissimilar contact centers to a selected one of a plurality of configuration processors of the central server based upon a determined configuration change message type of the configuration change message; and
converting the configuration change message to a format of a subscribing contact center of the plurality of contact centers, where the subscribing contact center is different than the contact center from which the configuration change message was routed.
2. The method of exchanging information as in claim 1 further comprising the subscribing contact center receiving a configuration change from the central server and saving the configuration change message in the contact center and the configuration processor identifying any application within each of the dissimilar contact centers that have registered to receive the determined message type.
3. The method of exchanging information as in claim 1 further comprising detecting the configuration change from a content of a header of a message received from the contact center.
4. The method of exchanging information as in claim 3 further comprising determining the message type of the configuration message from a type field of the message.
5. The method of exchanging information as in claim 4 further comprising retrieving a configuration file defining a first set of information fields for the determined type of message processed by the contact center and a second set of information fields for a message processed by the subscribing contact center where the first and second sets of fields have different formats.
6. The method of exchanging information as in claim 5 further comprising mapping information between at least some non-coincident fields of the message of the contact center and message of the central server.
7. The method of exchanging information as in claim 6 further comprising reformatting at least some information transferred between the fields of the message of the contact center and the corresponding fields of the message of the central server.
8. The method of exchanging information as in claim 7 further comprising adding default information to at least some fields of the reformatted message in a case where the message does not contain corresponding information.
9. Apparatus for exchanging configuration information within an automatic contact distribution system between a central server and a plurality of dissimilar contact centers, such apparatus comprising;
means within the central server for monitoring the plurality of dissimilar contact centers for a configuration change message routed from a contact center of the plurality of dissimilar contact centers to a selected one of a plurality of configuration processors of the central server based upon on a determined configuration message type; and
means for saving the configuration change message in a message database of the central server and for converting the configuration change message to a message format of a subscribing contact center of the plurality of contact centers.
10. The apparatus for exchanging information as in claim 9 further comprising means within the subscribing contact center for receiving a configuration change message from the central server and saving the configuration change in the contact center.
11. The apparatus for exchanging information as in claim 9 further comprising means for detecting the configuration change from a content of a header of a message received from the contact center.
12. The apparatus for exchanging information as in claim 11 further comprising means for determining a type of the configuration message from a type field of the message.
13. The apparatus for exchanging information as in claim 12 further comprising means for retrieving a configuration file defining a first set of information fields for the determined type of message of the contact, center and a second set of information fields for a corresponding message of the central server where the first and second sets of fields have different formats.
14. The apparatus for exchanging information as in claim 13 further comprising means for mapping information between at least some non-coincident fields of the message of the contact center and message of the central server.
15. The apparatus for exchanging information as in claim 14 further comprising means for reformatting at least some information transferred between the fields of the message of the contact center and the corresponding fields of the message of the central server.
16. The apparatus for exchanging information as in claim 15 further comprising means for adding default information to at least some fields of the message between the server and contact center in a case where the message does not contain corresponding information.
17. Apparatus for exchanging configuration information within a contact center system between a central server and a plurality of dissimilar contact centers, such apparatus comprising;
a configuration change message received at the central server from a monitored contact center of the plurality of contact centers routed from a contact center of the plurality of dissimilar contact centers to a selected one of a plurality of configuration processors of the central server based upon on a determined configuration change message type of the configuration change message; and
a configuration processor that saves the configuration change message in a message database of the central server and that converts the configuration change message between a format of the central server and format of a subscribing contact center of the plurality of contact centers.
18. The apparatus for exchanging information as in claim 17 further comprising a terminal adaptor that reformats the configuration change message from a format of the monitored contact center and the central server.
19. The apparatus for exchanging information as in claim 17 wherein the configuration message further comprises a type field that defines a type of configuration message.
20. The apparatus for exchanging information as in claim 19 further comprising a configuration file defining a first set of information fields for the determined type of message processed by the contact center and a second set of information fields for the message processed by the central server where the first and second sets of fields have different formats.
21. The apparatus for exchanging information as in claim 20 wherein the configuration file further comprises a first set of instructions for mapping information between corresponding fields of the configuration message between the contact center and the central server.
22. The apparatus for exchanging information as in claim 20 wherein the configuration file further comprises a first set of instructions for reformatting information between corresponding fields of the configuration message between the contact center and the central server.