Error detection/correction and fault detection/recovery – Data processing system error or fault handling – Reliability and availability
Reexamination Certificate
1998-08-21
2001-06-12
Hua, Ly V. (Department: 2131)
Error detection/correction and fault detection/recovery
Data processing system error or fault handling
Reliability and availability
C714S011000, C714S006130
Reexamination Certificate
active
06247142
ABSTRACT:
FIELD OF THE INVENTION
The present invention relates to the field of transaction processing systems. More particularly, the present invention relates to an apparatus and method for providing multi-media system redundancy in a transaction processing system.
BACKGROUND OF THE INVENTION
Various types of systems are available for processing transactions (such as telephone calls). Call processing systems, such as automatic call distributors (ACDs), are available for processing incoming and outgoing telephone calls. For example, a customer may initiate a telephone call to a company's call processing system. The call processing system receives the incoming call and processes the call in various manners. The call may be routed to a telephone agent (e.g., a customer service agent) to answer the call and assist the customer. If all agents are busy, the call processing system may provide a recorded message to the customer explaining that all agents are busy, and place the call in a queue. Other call processing systems may provide an option to leave a message or listen to prerecorded answers to frequently asked questions.
Transaction processing systems include a system controller and a media processing system. The system controller typically processes the transactions received at the transaction processing system, while the media processing system is used to store recorded media transactions such as agent greetings, announcements and messages. Existing transaction processing systems employ a single media processing system. In these systems, a failure in the media processing system precludes the use of any type of voice access functions. Consequently, if the media processing system fails, a caller or agent may not record or listen to messages. Additionally, with existing transaction processing systems, all stored transaction data may be lost if the media processing system disk crashes. Transaction data is necessary, for example, to generate reports and monitor the performance of the transaction processing system and the associated agents.
Therefore, it is desirable to provide a transaction processing system that utilizes redundant media processing systems and other redundant systems or subsystems to prevent the loss of transaction data and other information.
SUMMARY OF THE INVENTION
According to one embodiment of the invention, a transaction processing system includes a first system controller. A first multi-media system is coupled to the first system controller. The transaction processing system further includes a second multi-media system coupled to the first system controller. The transaction processing system is configured such that the first multi-media system transmits transactions to the first system controller. Furthermore, transactions are received by both the first multi-media system and the second multi-media system.
In an embodiment of the invention, transactions are transmitted and received by the second multi-media system upon a failure of the first multi-media system.
REFERENCES:
patent: 5126889 (1992-06-01), Walden
patent: 5848230 (1998-12-01), Walker
Collins Kevin T.
Donnelly Brian A.
Wong Dominic W.
Aspect Communications
Blakely & Sokoloff, Taylor & Zafman
Hua Ly V.
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