Inventors:
Robert Joyce - San Jose CA
Jeffrey Rosler - Milpitas CA
Jason Ehrlich - Fremont CA
Jean-Luc Brouillet - Palo Alto CA
Assignee:
Aspect Telecommunications - San Jose CA
International Classification:
H04M 322
Abstract:
In an automatic call distribution (ACD) system having a plurality of client systems and at least one host server system, the host server system for conducting transactions in real time, a method is provided for creating and reporting data substantially synchronously with other data and in substantial real-time with events which generate the data wherein at the host server system requests are handled and translated directly into executable machine code containing all knowledge needed to execute the request as a query as if the query were directed to a relational database, a query in real-time interaction is used to access data in shared memory of the host server system and report information, typically status information related to transactions of interest, to the requesting client system. Method and apparatus are provided for mapping between the logical view of shared memory and the physical structure of shared memory wherein in the form of a data access module which provides a function to execute for each field in the logical view of shared memory. These functions can return a value from shared memory or can return a value based on calculations on data in shared memory.