Other

Genesys Telecommunications Laboratories, Inc.

Victor Kolesov

Galina Kovalenko

Alexander Tikin

Bernard Bretherton

Anatoliy Glagolev

A method for analyzing multiple log files generated by interacting software modules. In a first stage the log files are parsed by a log parser and their contents stored in a database. In a second stage, queries are run on the database to combine related log entries from multiple files. The files may contain trigger entries corresponding to the sending of events and handler entries corresponding to the handling of events, which may be used, in queries, to link related log file entries. Query results may be displayed as clickable links allowing a user to open a log file and view a log entry related to the query result by clicking on such a link.

Logging in multithreaded application

A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.

System to deploy a disaster-proof geographically-distributed call center

A method of adding a server to, or removing a server from, a cluster of servers, and of transferring state information. A new server being added sends a message to all existing servers indicating that it is being added, the new server sends a request for state information, the existing servers in the cluster transfer state information to the new server, and the new server sends a commit message to finalize its addition. Acknowledge messages are exchanged during the process. An existing server being removed sends, to the remaining servers, an initiate message, a transfer of state information, and a commit message to finalize the removal, with acknowledge messages exchanged during the process.

Growing community of inventors

Cupertino, CA, United States of America

Victor Kolesov