Centralized Log Management System for Contact Center Diagnostics
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Solution Overview
Problem
The complexity of collecting and diagnosing technical issues in computer systems is exacerbated by scattered log files across multiple servers and limited storage space, which reduces the detail and history of log information, making issue diagnosis difficult or impossible.
Innovation Solution
A log file management system that collects, indexes, compresses, and transfers logs from a computer system, allowing for tailored log sets to be sent to technical support based on problem date and components, and includes features for detecting current log settings and recommending best practices.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If log files are stored on multiple scattered servers, then log collection complexity increases, but log availability and diagnostic capability improve
Solution Approach 1:
The patent consolidates log files from multiple scattered servers into a centralized log management system. The system collects logs from various sources including web servers, application servers, and database servers, and stores them in a unified location accessible by technical support personnel. This merging approach maintains diagnostic capability while reducing collection complexity.
Solution Approach 2:
The patent introduces a log management server as an intermediary component that acts as a central hub for log collection, storage, and retrieval. This mediator system receives logs from multiple source servers, manages storage efficiently through compression and retention policies, and provides centralized access for diagnostics, thereby simplifying the overall log management architecture.
2Quantity of substance
If storage space is limited on servers, then log history length decreases, but storage efficiency improves
Solution Approach 1:
The patent applies data compression techniques to log files, changing the physical state of the stored data from uncompressed to compressed format. This parameter change allows significantly more log history to be stored in the same physical storage space, effectively increasing log history length without requiring additional storage capacity.
Solution Approach 2:
The patent implements log rotation and retention policies that automatically manage stored logs. Older logs are archived or purged based on configurable retention periods, while newer logs are maintained with higher priority. This selective discarding and recovery approach maximizes the use of limited storage space while preserving the most relevant diagnostic information.
3Measurement precision
If detailed log information is retained, then diagnostic precision improves, but storage requirements increase
Solution Approach 1:
The patent uses compression algorithms to change the storage parameters of log data, enabling detailed log information to be retained with reduced storage footprint. The compression process maintains the full content and detail of log entries while reducing the physical space required, thus preserving diagnostic precision without proportionally increasing storage requirements.
4Reliability
If logs are collected from all servers, then completeness of diagnosis improves, but data processing time increases
Solution Approach 1:
The patent extracts and indexes key diagnostic information from complete log files, creating condensed representations that retain essential diagnostic content. The system identifies and extracts relevant log entries based on error patterns, timestamps, and component identifiers, allowing technical support to access critical diagnostic information without processing entire log datasets, thus reducing data processing time while maintaining diagnosis completeness.
Data Source
AI summary
A system includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: retrieve a first log over a network from a first server of a plurality of servers for at least one contact center; generate an index of values in the first log; update an index database based on the index; and save the first log on a storage device.