ACD Schema Translation via Intermediary Adaptors
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Solution Overview
Problem
Central administration of multiple Automatic Contact Distribution (ACD) systems with different schemas poses challenges in communication and data management, as existing systems lack efficient mechanisms to translate and manage diverse schema structures, leading to inefficiencies in data exchange and editing processes across various target systems.
Innovation Solution
A system with a communication module, transaction coordinator, adaptors, and translators that facilitate communication and data translation between the administering system and target systems, allowing for seamless editing and data management across different schema structures by using translators to convert objects between the administering system's schema and target systems' schemas, enabling dynamic adaptation to new or modified target systems without requiring code changes in the administering system.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a centralized administration system is used to manage multiple ACD systems with different schemas, then operational efficiency and flexibility are improved, but communication and data exchange between systems become complex and error-prone
Solution Approach 1:
The patent introduces translators as intermediary components that mediate between the centralized administration system and multiple target ACD systems with different schemas. These translators convert data between various schema formats, enabling seamless communication without direct complex interactions between systems. The translators act as buffer layers that handle schema translation, thereby reducing communication complexity while maintaining centralized management efficiency.
Solution Approach 2:
The system segments the administration architecture into distinct functional components: the centralized administration system, multiple target ACD systems, and intermediate translators. This segmentation allows each component to operate independently with its own schema, while the translators handle the integration. By dividing the system into manageable segments, the overall communication complexity is reduced while maintaining operational efficiency.
2Adaptability or versatility
If translators are implemented to enable communication between systems with different schemas, then data exchange capability is improved, but system architecture complexity increases
Solution Approach 1:
The translators are designed as universal components that can handle multiple schema types and translation scenarios. Rather than creating dedicated translation mechanisms for each pair of systems, the patent implements versatile translators that can adapt to different schema formats through configuration. This multi-functionality approach enhances data exchange capability across diverse systems while avoiding the exponential growth of translation components that would increase architecture complexity.
Solution Approach 2:
The system manages schema differences by changing parameters within the translation process rather than restructuring the entire architecture. The translators adjust data parameters, formats, and structures dynamically based on the source and target schemas. This parameter-based approach allows flexible data exchange between systems with different schemas while keeping the core translator architecture relatively simple and maintainable.
3Ease of operation
If configuration data is stored for all target systems in the administering system, then system management capability is improved, but memory resources are consumed
Solution Approach 1:
The system stores configuration data as simplified copies or representations rather than complete duplications of all target system data. The configuration data stored in the administering system contains essential metadata and translation rules needed for management operations, rather than full copies of all system states. This copying approach enables effective system management while significantly reducing the memory resources required to store configuration information across multiple target systems.
Data Source
AI summary
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.