CN101000612A - 使用外部数据库表的数据可扩展性 - Google Patents

使用外部数据库表的数据可扩展性 Download PDF

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CN101000612A
CN101000612A CNA2006101395600A CN200610139560A CN101000612A CN 101000612 A CN101000612 A CN 101000612A CN A2006101395600 A CNA2006101395600 A CN A2006101395600A CN 200610139560 A CN200610139560 A CN 200610139560A CN 101000612 A CN101000612 A CN 101000612A
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data
party
key
modification
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CN100541492C (zh
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M·艾伦·布兰德
斯蒂芬·E·弗里德尔
特里·D·詹宁斯
杰弗利·J·奥尔森
巴巴拉·J·维斯特
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Avaya Technology LLC
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    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06FELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/25Integrating or interfacing systems involving database management systems
    • G06F16/254Extract, transform and load [ETL] procedures, e.g. ETL data flows in data warehouses
    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06FELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/23Updating

Abstract

在一个实施例中,一种数据处理系统,包括:(a)第一数据库304,其由第一方维护;(b)第二数据库324、328,其由不同于第一方的第二方维护;(c)工作队列316,用于指定将添加到所述第二数据库的数据;(d)提取、转换和装载模块308,用于将数据从所述第一数据库写入所述工作队列;以及(e)数据导入模块320,用于将数据从所述工作队列导入到所述第二数据库。在所述系统中,第一方不具有直接将数据写入第二数据库的特权。

Description

使用外部数据库表的数据可扩展性
技术领域
本发明一般涉及事件处理,更具体地说,涉及监控代理性能。
背景技术
联络中心(例如,自动呼叫分配或者ACD系统)被许多企业用来服务于客户联系。典型的联络中心包括交换机和/或服务器,以便接收和路由到来的、分组交换的和/或电路交换的联系以及一个或多个资源,例如,人类代理和自动化的资源(例如,交互式语音响应(IVR)单元),从而服务于到来的联系。联络中心分配联系,无论是入站的还是出站的,用于按照预定的标准为任何适合的资源提供服务。在许多现有的系统中,通过一种称作定向的功能,从联络中心知道联系的时刻直到该联系连接到代理时为止,服务于该联系的标准是用户可指定的(即,可由联络中心的操作者编程的)。通常,在当今的ACD中,当ACD系统的控制器检测到代理已经可用于处理联系时,该控制器确定该代理的所有预定的联系处理技巧(通常按照某种优先级顺序),并将匹配于该代理的最高优先级技巧的最高优先级的最早联系传递给该代理。一般,导致联系不被传递给可用代理的唯一条件是不存在等待处理的联系。
联络中心管理(包括呼叫分配算法)的主要目的是最终最大化联络中心的性能和收益。联络中心管理中的现有挑战是监控代理行为以便优化联络中心资源的使用和最大化代理的性能和收益。用于监控和报告联络中心性能的当前产品(例如,Avaya公司的呼叫管理系统或CMSTM)被配置为数据仓库,典型地,根据批处理进度表,数据仓库从多个源提取数据,将数据转换为标准化的形式,并且将数据装载进该数据仓库数据库中。另外的计算和报告在该批处理的装载之后进行。
常见类型的数据仓库是基于维度建模的。维度建模是一种将世界划分为度量和上下文的数据模型。度量通常是数值的并且重复进行。数值测量是事实。当事实被记录时,事实被存在的原文上下文所环绕。上下文经常被再划分为维度。在维度建模中使用事实表,以逻辑地通过多个引用上下文实体的外键来对测量建模。该上下文实体每一个都有相关联的主键。“键”是用于标识在数据收集(例如表)中的实体或者记录的实例的数据元素(例如,属性或者列)。“主键”是列或者列的组合,其值唯一地标识表中的行,或者是从候选键中选出的、最适合用于唯一地标识实体的每个实例的属性或一组属性。“外键”指列或列的组合,其值要求匹配于另一表中的主键,或者是通过一种关系对子实体起作用的父母实体的主键。主键的类型包括自然键或对用户来说有某种含义的键、和代理键、或者下述的键,该键是人为或综合地建立的、对于用户来说没有含义并且作为自然键的替代使用。
如果相同的实体(例如,代理)通过不同的自然键在多个数据源(例如,入站呼叫系统和出站呼叫系统)上表示,则传统的数据仓库生成并分配代理键来标识该实体。该代理键是受数据仓库管理的内部标识符。例如,在联络中心,代理可处理来自一个系统的入站呼叫以及来自另一系统的出站呼叫,其中每一系统具有不同的标识。数据仓库通常独立地处理每个数据源,在稍后的时间源之间执行数据相关。
一些数据模型规定了缓慢改变维度的、称为类型2(type 2)的行为。类型2维度跟踪实体随时间改变的历史。当实体的属性改变时,例如当联络中心的代理改变它们的技巧集或者组成员时,生成用于该实体的新的代理键,并且新的行被插入到数据库中。通过参考合适的代理键,与该实体相关的事实数据现在可以针对改变之前相对于改变之后发生的活动而分别地被跟踪。
联络中心软件产品(特别地,产品包括维度建模软件)的厂商面临的现行问题是企业数据库应用(或应用软件)与联络中心软件的集成,所述企业数据库应用典型地是从其他厂商购买的。联络中心软件的厂商渴望简化与现有企业数据库应用软件的集成,但是必须小心的是,该软件的集成不会导致语义上的不一致和其他冲突,即导致报告错误,或甚至更严重,导致软件故障。
已经采用许多方法来解决此问题。
在一种方法中,数据库提供有限的能力来控制特定数据库用户可构造的扩展类型。例如,数据库表的所有者不允许删除列,以保护现有数据。表所有者可以还希望允许将列添加到表中,并且可以配置数据库以允许表用户增加固定的列集合。但是,如果现有列具有超出传统关系模型的、关于它们的值的限制,则没有方法确保在新的列中的数据符合那些限制条件。例如,在维度建模中,具有类型-2键的维度表具有关于何时必须生成新的键的特定准则。基本上,如果任何非类型-2键列的值改变,则全新的具有新类型-2键的行和所有最新数据的完整拷贝被插入到表中。这种安排可保持与维度表相关的历史信息。然而,允许任意第三方创建这样的列就要求第三方参与到类型-2键语义中。不幸的是,数据库不提供保证类型-2语义的方式。例如,客户可取消通过联络中心数据库软件对类型-2键的改变,或者反之亦然。此外,该方法也遭受到会导致更新丢失的竞态条件。
在另一方法中,在表上的数据库触发器用于观察第三方的改变,在被标识时,所述改变被跟随有应用适当类型-2语义的应用。不幸的时,这种方法经常导致在应用和第三方之间的竞态条件,从而不能够维护正确的逻辑语义。易于指出,没有方法来控制与对扩展列集合的改变相关联的、第三方的定时。例如,通常,当提取(Extract)、转换(Transform)和装载(Load)模块或ETL模块正根据表来计算概要时,该应用出于某些原因而不愿意允许对表进行改变。
另一方法使用事务处理或者“数据库锁定”,其中改变请求(事务处理)被延迟了一个预定的时间周期。数据库锁定可能有所帮助,但是难以用于一个完整的方案。例如,如果事务处理持续时间很长,则第三方应用或联络中心应用可能陷入停顿。
发明内容
可通过本发明的各种实施例和配置来解决这些和其他需要。本发明通常关注于可扩展的数据模型。
在本发明的一个实施例中,一种数据处理系统包括:
(a)第一数据库,其由第一方维护或管理;
(b)第二数据库,其由不同于第一方的第二方维护或管理;
(c)工作队列,用于指定将添加到所述第二数据库的数据;
(d)提取、转换和装载模块,用于将数据从所述第一数据库写入所述工作队列;
(e)数据导入模块,用于将数据从所述工作队列导入到所述第二数据库。
第一方关于第二数据库的特权是受限的。例如,优选地,第一方不具有直接将数据写入(插入、删除和/或更新)到第二数据库的特权,或修改(插入、删除和/或更新)定义第二数据库的数据模型的特权。这是由于第二方负责维护和修改第二数据库,包括定制第二数据库以从第一数据库接收定制数据。通常,第一和第二方是不受普通控制的、不同的不相关的商业实体,并且其中一方不具有对另一方的控制兴趣。
为了从第一方保护第二数据库的所有权方案,优选地,将用于第一方的第二数据库许可设置为对于第一方的访问是只读的。优选地,禁止第一方浏览方案的选择的部分。这借助于允许仅通过数据库浏览而非物理表进行访问来实现。通常,仅允许第一方直接将数据写入工作队列表中,以及可能地,写入指定的定制表中。
在第二实施例中,提供了一种方法,其包括以下步骤:
(a)从第一方接收规范集合,所述规范定义由第二方维护的对第二数据库的扩展;
(b)修改规范集合中阐述的第二数据库,所述修改包括定制表、表中的定制行和/或表中的定制列;
(c)创建与所述修改对应的工作队列;
(d)所述工作队列从第一数据库接收第一数据;
(e)对第一数据标准化以形成第二数据;以及
(f)将第二数据写入定制表、定制行和/或定制列。
该方法有效地执行从第一数据库到第二数据库的数据映射。第一数据在语义上兼容于第一数据库,并且在语义上不兼容于第二数据库,以及第二数据在语义上不兼容于第一数据库,并且在语义上兼容于第二数据库。如在此使用的那样,“语义”指的是符号、字符或者符号或字符的组对于它们的含义和/或它们彼此之间的关系。该关系通常与它们的解释和使用方式无关。当两个符号或者字符可用于共同的数据库中而无需首先要求在语义上对数据库进行改变以适应于其当前使用时,所述符号或者字符被认为是“兼容”的。
上述实施例可允许非特权方(可能不被信赖)对数据库模型进行扩展,同时提供对数据库模型所需的逻辑语义的保护。非特权方知道第一数据库而非第二数据库的复杂性,而第二方知道第二数据库而非第一数据库的的复杂性。上述实施例可有效地混合双方的知识以组合第一和第二数据库,同时有效地阻止数据冲突、碰撞和来自对第二数据库的冲突修改的其他不一致性。因此,它使第一方不用必须知道和实现复杂的第二数据库模型的语义,具体地是类型-2语义。例如,如果数据库模型使用维度建模,则本发明可提供用于保证正确的类型-2维度键的机制。
在一种配置中,本发明使用外部表(在工作队列中)来保护对于数据库表(被称为“受保护的表”)的访问。外部表包括“沙盒”,其中,企业可进行插入、删除与更新。关于外部表的数据库触发器或者类似的改变通知机制将通知提供给应用软件,其后,对相应的受保护的表作出合适的改变。这种改变可包括对于受保护的表的类型-2维度语义的增强。
在另一配置中,企业可能仅插入到外部表中。在此情况下,触发器像以前那样工作,使在受保护的表中发生适当的改变。一旦那些改变完成,就从外部表中删除对应的行。按照该方式,外部表实现用于改变受保护的表的工作请求队列。
可以不由非特权方来建立外部表。受保护的表的拥有者可基于由非特权方给出的信息来设置外部表。例如,信息可包括外部表与什么受保护的表相关、外部表的列是什么、是否应在受保护的表内部创建列或作为分离的受保护的表来创建列、等。
在两种配置中,非特权方不可修改受保护的表。触发机制增强了附加的语义(例如类型-2语义),从而受保护的表总是保持正确的语义。应用可在受保护的表进行处理(例如,从其中形成概要数据)的期间暂停触发操作。在此情况下,非特权方可通过检查外部表的内容来跟踪发生的改变。
其他保护表语义的手段允许进行访问(例如,通过结构化查询语言或SQL),但要求其他非特权方参与到受保护的表语义中。相反地,本发明提供可使用SQL访问非特权方的外部工作队列,但优选地使用触发器来确保所述受保护的表的正确语义。因此,本发明可无需使用非SQL第三方访问来保护表。
基于上述理由,本发明可提供用于在实时或者接近实时的条件下对来自两个不同源的两个不同数据进行混合或复用的接口。一个源是联络中心数据收集和处理软件外部的企业数据收集和处理软件;另一源是联络中心软件本身。
根据包含在此的本发明的公开内容,这些和其他优点变得显而易见。
如在此使用的那样,“至少一个”,“一个或多个”以及“和/或”是开放式表述,在使用中,它们既是联合的也是分离的。例如,表述“A、B和C中的至少一个”、“A、B或C中的至少一个”、“A、B和C中的一个或多个”、“A、B或C中的一个或多个”以及“A、B和/或C”中的每一个表示单独A、单独B、单独C、A和B一起、A和C一起、B和C一起、或者A、B和C一起。
上述实施例和配置既不是完备的也不是详尽的。本发明的其他实施例可单独地或结合地利用上面阐述的或下面详细描述的一个或者多个特征。
附图说明
图1是根据本发明实施例的联络中心的框图;
图2是根据本发明实施例的服务器的框图;
图3是描述事件处理模块的实施例的框图;
图4是描述事件处理模块的第一操作实施例的流程图;以及
图5是描述事件处理模块的第二操作实施例的流程图。
具体实施方式
下面将结合示例性通信系统示出本发明。虽然非常适合与例如具有ACD和其他类似联系处理交换机的系统一起使用,但本发明不限于与任何特定类型的通信系统交换机或系统部件配置一起使用。本领域的技术人员应当理解,公开的技术可用于期望提供改进的事件(例如联系)处理的任何应用。
图1示出根据本发明的示例性实施例。联络中心100包括:中心服务器110;一组数据存储或数据库114,其包含联系或与客户相关的信息以及可以增强联系处理的值和效率的其他信息;以及多个服务器,即语音邮件服务器118、交互式语音响应单元或IVR 122和其他服务器126(诸如预测拨号盘)、交换机130、多个工作代理操作分组交换(第一)通信设备134-1至N(诸如计算机工作站或个人计算机)和/或电路交换(第二)通信设备138-1至M,所有这些服务器都通过局域网LAN(或广域网WAN)142进行互联。服务器可通过可选的通信线路146连接到交换机130。应当理解,其他服务器126还可包括扫描仪(它通常不连接到交换机130或网络服务器)、VoIP软件、视频呼叫软件、语音消息收发软件、IP语音服务器、传真服务器、网络服务器和电子邮件服务器等。交换机130通过多个干线150连接到公共交换通信网或PSTN154,并通过链路152连接到第二通信设备138-1至M。网关158位于服务器110和分组交换网络162之间,用于处理服务器110和网络162之间的通信传输。
在这里使用的术语“交换机”或“服务器”应当理解为包含PBX、ACD、企业交换机或其他类型的通信系统交换机或服务器,以及其他类型的基于处理器的通信控制设备,例如媒体服务器、计算机、附件等。
交换机130和/或服务器110可以是用于直接联系一个或多个通信设备的任何架构。例如,交换机和/或服务器可以是修改形式的基于Avaya公司的DefinityTM专用分组交换机(PBX)的ACD系统、MutliVantageTM PBX、CRM Central 2000 ServerTM、CommunicationManagerTM、S8300TM媒体服务器、和/或Avaya Interaction CenterTM。通常,交换机/服务器是存储程序控制的系统,其一般包括对外部通信链路的接口、通信交换机结构、服务电路(例如音调生成器、通知电路等)、存储控制程序和数据的存储器以及处理器(即计算机),处理器用于执行存储控制程序来控制所述接口和结构,以提供自动联系分配功能。交换机和/或服务器一般包括网络接口卡(未示出),用于将服务提供给所服务的通信设备。其他类型的已知交换机和服务器是本领域技术人员公知的,所以不在这里详述。
第一通信设备134-1,......134-N是分组交换的,并可包括例如IP硬件电话(如Avaya公司的4600系列IP PhonesTM)、IP软件电话(如Avaya公司的IP SoftphoneTM)、个人数字助理或PDA、个人计算机或PC、便携式计算机、基于分组的H.320视频电话和会议单元、基于分组的语音消息收发和响应单元、基于分组的传统计算机电话附件以及任何其他通信设备。
第二通信设备138-1,...138-M是电路交换的,并可包括例如有线和无线电话、PDA、H.320视频电话和会议单元、语音消息收发和响应单元、传统计算机电话附件以及任何其他通信设备。
分组交换网络162可以是任何数据和/或分布式处理网络,例如互联网。
分组交换网络162通过网关178和外部第一通信设备174通信,并且电路交换网络154和外部第二通信设备180通信。
应强调的是,图1中示出的交换机、服务器、用户通信设备和其他部件的配置仅是示例性的,并且不应解释为将本发明限制为任何特定部件安排。
参照图2,描述了一种对服务器110的可能的配置。服务器110与多个客户通信线路200a-y(可以是一条和多条干线、电话线等)以及代理通信线路204(可以是诸如LAN142和/或电路交换语音线路140的语音和数据传输线)通信。服务器110可包括事件处理模块228(例如Avaya公司的修改形式的Basic Call Management SystemTM或BCMS、Call Management SystemTM、和/或Operational AnalystTM),其汇集呼叫记录和联络中心统计,用于生成联络中心报告。
在服务器110中存储的数据包括联系队列208a-n集合以及代理队列212a-n的独立集合。每个联系队列208a-n与不同的代理技巧集合对应,如同每个代理队列212a-n那样。通常,联系是有优先级的,并且按照它们的优先级顺序在联系队列208a-n的各个队列中排队,或在与不同优先级对应的多个联系队列中的不同队列中排队。同样地,每个代理的技巧也根据他或她的专业技术水平按优先级排列,并且代理按照他们的专业水平顺序在代理队列212a-n的各个代理队列中排队,或在与技巧对应的、且其中每个队列与不同专业水平对应的多个代理队列212a-n中的不同队列中排队。在服务器110的控制程序中包括联系向量216。联系向量216基于多个预定准则(包括客户身份、客户需要、联络中心的需要、当前联络中心队列长度、客户价值,和正确处理联系所需的代理技巧)将呼入联络中心的联系分配到不同的联系队列208a-n。基于代理具有的技巧和/或技巧水平将可用于处理联系的代理分配到代理队列212a-n。
图3描述了事件处理模块228的实施例。模块228包括:设备的第一集合300,即企业数据库304和提取、转换、装载或ETL模块308,其被企业控制;以及第二设备集合312,即企业控制的规范318、数据模型修改器322、工作队列316a-n、数据导入模块320、供应厂商数据库324、扩展表328、语义模块332、键权限336和身份判决服务340,所有这些被第三方(例如制造商、供应厂商和联络中心软件的服务和管理实体)控制。换句话说,企业和第三方具有关于修改联络中心数据库软件的第一和第二特权集合,其中,第一特权集合不包括修改联络中心数据库软件和/或数据模型的能力,而第二特权集合包括此能力。“修改数据库软件和/或数据模型”例如包括插入、删除和/或更新维度、键、或属性以及表的行和/或列的能力。
企业数据库304和ETL模块308是传统的。应当理解,ETL模块308从它的源读出数据,对其进行整理并将其统一地格式化,然后将其写入描述为工作队列316的目标存储库。通过示例的方式,ETL模块308执行从外部源到由第三方控制的系统识别的自然键的任何键/标识符映射。ETL模块308还确保装载正确的数据。这可包括执行对数据的计算和其他转换,并将其与正确的实体关联。合适的企业数据库304软件的示例包括OracleTM数据库产品、MicrosoftTM SQL服务器数据库产品和SiebelTM的客户关系管理软件,并且合适的ETL模块的示例包括MicrosoftTM、OracleTM、IBMTM、Ascential Software CorporationTM,和Hummingbird LtdTM提供的ETL系统。
企业控制的规范318和数据模型修改器322共同提供可按企业请求由第三方修改的可扩展数据模型。所述规范优选地是企业元数据规范。所述规范是扩展标识语言或XML文件,其定义将插入数据模型、从数据模型删除、或在数据模型中更新的表和列。所示规范优选地是XML标签和它们的彼此关系的集合。企业手动地和/或通过用户接口编辑规范。用户接口例如可询问用户一系列关于提出的修改的问题,并可将响应按规范写入XML文件中。为了使其成为可能,在一种配置中,企业可浏览用于数据库324的数据模型和/或物理表中选择的部分(而不编辑特权)。数据模型修改器322实现在规范318中阐述的修改。数据模型可由数据模型修改器322按照至少以下方式进行修改:
1.可将定制事实添加到现有事实表中;
2.可将定制事实添加到新的表中,所述新的表与现有事实表平行;
3.可将定制属性添加到现有维度表中;
4.可将定制属性添加到新的表中,所述新的表与现有维度表平行;以及
5.可添加定制表。
有鉴于此,该规范通常包括关于将从ETL模块接收的数据的规范。这种规范的示例包括在数据模型324中的维度标识和与其他对象的关系(即维度、键和属性)、在数据模型中的新的行和列标识及与其他对象的关系、在数据模型中的键标识和类型以及与其他对象的关系、在数据模型中的属性标识以及与其它对象的关系、要求类型1或2改变的列标识等。
当扩展现有事实或维度表时,修改器322将规范中指定的列添加到现有表中。这提供了更简单和更好的执行报告查询的方式,但是可能导致大的表。当然,如果特定数据库实现约束表中允许的列数目,则该方式是受限制的。
为了避开大的表的限制,数据模型修改器322可创建与现有表平行的新的表。新的表包含定制的列和与现有表相关的键。该方法可任意扩展,但需要联合以访问企业的列。第三方按照和标准表相同的方法管理通过该方式创建的新表。
修改器322也可创建完全由企业管理的定制表。
新表和企业表共同包括在扩展表328中。
对于每个具有定制列的表和对于每个扩展表328,修改器322创建对应的工作队列316a-n。每个工作队列包含定制列和自然键,并从ETL模块308接收数据,用于导入到供应厂商数据库324的各个定制列中和/或对应的定制(扩展)表328中。优选地,企业可写入的仅有的表是工作队列表和任何企业控制的定制表。
适当地,数据导入模块320将数据从工作队列316a-n复制到第三方数据库324和扩展表328。模块320充当输入适配器,其将工作队列中的记录翻译为标准化的事件,并根据需要进行维度更新。“事件”是出现或发生,“标准化的事件”是与第三方数据模型中的数据结构一致的事件的表述。为每个更新创建标准化的事件,并将其注入到系统213中以进行处理。例如,模块320使用(可选的)身份判决服务(IRS)340和键权限336将自然键转换为实体标识符,或联络中心数据库324内部的键。
数据导入模块可用多种方式将定制事件转换为标准化的事件。例如,可定义用于定制事件的XML方案,并且用公开的网络服务将XML转换为标准化的事件。另一种方法是实现定制输入转换器,其从ETL模块308接收事件并将它们转换为标准化的事件。此外,标准事件源可具有其自己的可定制事件能力。
可调度数据导入模块在企业指定的间隔(例如每天、每小时、每5分钟等)运行,可在ETL模块运行之后人工地调用数据导入模块,或由数据库触发器调用数据导入模块。
身份判决服务340维护实体标识符、提示和对应的自然键的表。“提示”是指示何时代理键使用有效的指令形式。提示的示例包括关于当前使用的代理键的可用性的是/否标志、代理键有效后的日期和/或时间、指示键有效的签名、在键有效之前必定发生的标识的事件、时间戳(例如,实体标识符或EID请求)、代理键本身和序列号等。在一个实施例中,键权限使用提示来从EID映射到对应的(有效的)代理键。
键权限336管理代理键。当管理改变使新的代理键生成时,键权限324连同新的代理键可用的提示一起将实体标识符发送到实体判决服务340。在Bland等的题为“Deferred Control of Surrogate KeyGeneration in a Distributed Processing Architecture”的、2005年8月8日提交的第11/_,_,号未决美国申请中详细描述了IRS 340和键权限336的配置和操作,所述申请在此引入作为参考。
(可选的)语义模块332提供用于更新维度和事实数据的目标模型,从企业中隐藏物理数据库实现的细节(包括物理方案、第三方数据库抽象和类型2维度语义),管理类型2维度语义(即,处理包括生成代理键的类型2维度改变),并结合数据导入模块320将维度和事实数据写入数据库。
第三方、扩展表和企业数据库304、324和328共同形成图1中的数据库114。数据库包括关于多个企业对象(例如客户、代理、联系或工作项目、以及代理和联系队列208和212)的事实和测量以及相关的语义。
现将参照图4讨论数据模型修改器322的操作。
当由企业将条目写入规范318中时,在步骤400初始化该过程。
在步骤404,修改器322通过合适的技术检测条目。这种技术可以例如是轮询机制或在条目形成之后通过直接启动修改器322的方式。
在步骤408,修改器322检取规范中的下一条目。
在步骤412,修改器322按条目的请求修改数据模型。
在步骤416,修改器322从规范中删除处理的条目。
在判断菱形420,修改器322确定规范中是否有下一条目。如果没有,则修改器322返回到步骤400。如果有,则修改器322返回步骤408并关于下一条目重复步骤408。
示例将示出修改器322的操作。假设企业希望将代理标识符添加到数据模型中,因为企业对在联络中心中的其每个代理具有内部代理标识符。因此,企业期望添加到第三方数据模型的代理维度中。企业创建用于指示把被称为“客户ID”的列(或类型2维度)添加到代理维度表中的XML规范。该类型的列叫做“串”。应当理解,其他潜在的列的类型包括数值货币、整数、浮点数和日期/时间。该XML规范如下:
<table>
       <name>agent dimension</name>
       <column>
             <colname>customerID</name>
             <coltype>string</coltype>
             <type2dim/>
       </column>
</table>
作为响应,修改器在数据模型中创建对于包含客户ID列(customerID)(作为用于数据库324的第三方数据模型中的外部键)的代理维度表的扩展表,并添加与扩展表关联的工作队列表。当数据写入用于客户标识的工作队列之后,由数据导入模块320将其写入到相应的扩展表中。应当理解,可将新的列直接添加到数据库324的数据模型中,而无需创建分立的扩展表。
现参照图5来讨论数据导入模块320、身份判定服务340、键权限336和语义模块332的操作。
在步骤500,ETL模块320将记录写入一个或多个工作队列(例如工作队列表)中。
在步骤504,数据导入模块320检测工作队列中的新记录。所述检测通过任何适当的技术来进行,例如通过轮询机制(其中数据导入模块周期性地(以预定时间间隔)轮询工作队列以查找关于未处理条目的信息)、数据库触发器(其激发工作队列中的软件;即,当数据库代码确定工作队列表中的新的行已被写入时,在工作队列中的数据库代码调用应用代码)、或在已写入队列表之后企业直接启动导入应用的方式。
在步骤508,数据导入模块320从工作队列检索下一(输入的)记录。
在步骤512,数据导入模块320对检取的记录执行任何必需的转换,以对数据标准化。例如,将企业(内部)自然键转换为数据库模型(内部)键(例如实体标识符)。
在步骤516,数据导入模块320针对指定的内部键从数据库114中读出最近的现有的记录。
在步骤520,模块320对现有数据库记录的属性和检取的记录的新属性进行比较。
在判断菱形524,模块320确定是否有任何属性已经改变。换言之,该模块确定,对于特定的内部键来说,在检取的记录中的属性是否不同于数据库114中的属性。
当不存在改变时,在步骤528,模块320针对检取的记录对数据库114不作任何改变。
当存在改变时,在判决菱形536,模块320确定任何类型2属性是否改变。
当类型2属性没有改变时,在步骤532,模块320执行类型1更新。在一个配置中,当配置类型1维度时,实体标识符用作键,在步骤532中的更新影响表中的现有行。
当类型2属性已被改变时,在步骤540,语义模块生成新的代理键,以及在步骤544,数据导入模块320插入包含新的代理键和新的属性值的新记录。
在一个配置中,当配置类型2维度并且对维度更新时,模块320和332从数据库选择当前维度数据(所述选择基于实体标识符,或使用键权限336来将实体标识符映射到对应的代理键)(步骤516);比较当前数据和要求更新的新数据(如果没有列改变,则不必进行当前更新)(步骤520);确定哪个列是类型2的(步骤536);当所有改变被限制为类型1列时,生成更新声明来更新数据库中的当前行(步骤532);以及如果任意类型2列改变,则向键权限请求新的代理键(步骤540)并生成插入声明来将具有新的代理键的新的行插入到数据库中(步骤544)。
如果类型2列被配置并且对事实更新,则模块320和322通过使用实体标识符和提示(如前所述,提示通知键权限哪个代理键应用于特定事实更新,并且其由IRS、数据导入模块或事件处理器生成并提供给键权限)向键权限请求代理键来更新事实(步骤540);并生成适当的结构化查询语言(SQL)声明,以使用由键权限提供的代理键来插入和更新事实数据(步骤544)。
将参照上述示例讨论数据输入和语义模块320和332的操作的示例。假设在数据库324中拥有自然键“100”的代理“Bob Smith”具有对应的客户ID“12345”。在对应的工作队列中,ETL模块写入外部键(即“100”(对应于第三方的自然键))和企业的对应的自然键(或客户ID,即“12345”)。因为所述改变被指定为类型2改变,所以数据导入模块检测在工作表中的条目并插入对应的记录,即具有新键“101”的“BobSmith”的新的实例。所述记录是在代理维度表中由键“101”标识的新的行。然后,从工作队列的表中删除条目。
可使用本发明的多种变化和修改。有可能只提供本发明某些特征而不提供其他特征。
例如,在一可选实施例中,本发明不限于类型2维度模型,而是任何维度模型或其他类型的相关(非维度的)数据库模型。本发明特别适合于在应用的数据模型和客户可能想要包括的扩展之间存在复杂语义的应用。虽然类型2语义是这类复杂性的很好的示例,但还可以有仅涉及具有复杂语义的、类型1维度或者非维度数据库的其他应用。
在另一实施例中,服务器和/或交换机可以是软件控制的系统,包括处理单元(CPU)、微处理器、或执行软件的其他类型的数字数据处理器或专用集成电路(ASIC)以及这些部件的各个部分或各种组合。存储器可以是随机存储器(RAM)、只读存储器(ROM)、或这些和其他类型的电子存储设备的组合。
在各种实施例中,本发明包括已经充分描述于此的组件、方法、处理、系统和/或设备,包括其各种实施例、子组合、和子集。本领域技术人员在理解了本发明的公开内容之后将理解如何制造和使用本发明。在各种实施例中,本发明包括在不具有未在此或者在其各种实施例中描绘和/或描述的项目的情况下提供设备和处理,包括在缺少那些可能在之前的设备或处理中使用的项目的情况,例如,用于提高性能、达到简化实现的效果和/或降低实现成本。
为了示例和描述的目的而提出本发明的前述讨论。前述内容并非将本发明限于在此公开的形式。例如,在前面的具体实施方式部分中,本发明的各种特点被一起组合在一个或多个实施例中,用于使公开的内容流畅。该公开的方法不应解释为反映以下意图:所要求保护权利的发明需要比在每项权利要求中说明的特征更多的特征。相反,正如以下权利要求所反映的,各个发明的方面在于比前面公开的实施例的全部特征少的特征。因此,下面的权利要求被引入到具体实施方式部分中,其中每个权利要求独立地作为本发明的一个单独的优选实施例。
此外,虽然本发明的描述已经包括对于一个或多个实施例和特定的变化和改变的描述,但是,在理解本发明公开内容之后,其他改变和修改也在本发明的范围中,例如,在本领域技术人员的技术和知识的范围之内。期望在允许的范围内获得包括可选实施例的权利,包括所要求权利的内容的替换的、可互换的和/或等同的结构、功能、范围或步骤,无论这种替换的、可互换的和/或等同的结构、功能、范围或步骤是否在此公开,而并不是为了公开陈述任何可授权的主题内容。

Claims (15)

1、一种数据处理系统,包括:
第一数据库,其由第一方维护;
第二数据库,其由不同于第一方的第二方维护;
工作队列装置,用于指定将添加到第二数据库的数据;
提取、转换和装载装置,用于将数据从所述第一数据库写入所述工作队列装置;以及
数据导入装置,用于将数据从所述工作队列导入到所述第二数据库,其中,第一方不具有将数据直接写入第二数据库的特权。
2、如权利要求1所述的系统,其中,第一方是客户,而第二方是第二数据库的供应厂商,其中,第一方不具有直接修改第二数据库的语义的特权,其中,第一方不具有从第二数据库中删除预先存在的数据和更新在第二数据库中预先存在的数据的特权,以及其中,第二方不具有直接修改第一数据库的语义的特权,并且还包括:
语义装置,用于实现到第二数据库中的类型2维度语义的更新以容纳导入的数据。
3、如权利要求2所述的系统,其中,第一方具有浏览第二数据库的至少选择的部分的特权,并所述系统还包括:
规范,用于扩展由第二方维护的第二数据库,所述规范由第一方提供;以及
修改器装置,用于修改描述第二数据库的数据模型,以反映该规范并创建与所述修改对应的工作队列装置。
4、如权利要求1~3中任何一个所述的系统,其中,工作队列装置包括对于第一数据库的自然键,该自然键对于第二数据库是外部的,其中,数据导入装置将自然键转换为对于第二数据库是内部的、且对于第一数据库是外部的键,并且其中,所述修改是以下内容中的至少一种:
(i)将定制事实添加到第二数据库中的现有事实表中;
(ii)将定制事实添加到新的表中,所述新的表与第二数据库中的现有事实表平行;
(iii)将定制属性添加第二数据库中的现有维度表中;
(iv)将定制属性添加到新的表中,所述新的表与第二数据库中的现有维度表平行;
(v)添加定制表。
5、一种方法,包括:
(a)从第一方接收规范集合,所述规范定义对于由第二方维护的第二数据库的扩展;
(b)修改所述规范集合中阐述的第二数据库,其中,所述修改包括定制表和表中的定制列中的至少一个;
(c)创建与所述修改对应的工作队列;
(d)所述工作队列从第一数据库接收第一数据;
(e)对所述第一数据标准化以形成第二数据,其中,第一数据在语义上和第一数据库兼容,而在语义上和第二数据库不兼容,并且其中,第二数据在语义上和第一数据库不兼容,而在语义上和第二数据库兼容;以及
(f)将所述第二数据写入到定制表和表的定制列中的至少一个中。
6、如权利要求5所述的方法,其中,为多个规范集合中的每一个创建工作队列,其中,所述第一方是用户并且所述第二方是第二数据库的供应厂商,其中,所述第一方不具有直接修改第二数据库的语义的特权,其中,所述第一方不具有直接写入第二数据库的特权,以及其中,所述第二方不具有直接修改第一数据库的语义的特权,并且所述方法还包括:
(g)允许第一方仅浏览第二数据库中选择的部分。
7、如权利要求5-6中任何一个所述的方法,其中,所述修改是以下内容中的至少一个:
(i)将定制事实添加到第二数据库中的现有事实表中;
(ii)将定制事实添加到新的表中,所述新的表与第二数据库中的现有事实表平行;
(iii)将定制属性添加到第二数据库中的现有维度表中;
(iv)将定制属性添加到新的表中,所述新的表与第二数据库中的现有维度表平行;
(v)添加定制表。
8、如权利要求5-7中任何一个所述的方法,其中,在步骤(e)中,工作队列包含对于第一数据库的自然键,该自然键对于第二数据库是外部的,并且数据导入模块将自然键转换为对于第二数据库是内部的、且对于第一数据库是外部的键,并且所述方法还包括:
(g)在步骤(b)之后,删除经处理的规范集合。
9、如权利要求5-8中任何一个所述的方法,其中,所述写入步骤包括:
(f1)比较第二数据库中的第一属性集合和第二数据库中对应的预先存在的第二属性集合;
(f2)当第一和第二属性集合不同时,确定类型2属性是否改变;
(f3)当类型2属性没有改变时,执行对于第二数据库的类型1更新;以及
(f4)当类型2属性改变时,生成新的代理键,并将包含所述新的代理键和第一属性集合的新的记录插入第二数据库中。
10、如权利要求7所述的方法,其中,所述修改是(i)。
11、如权利要求10所述的方法,其中,所述修改是(ii)。
12、如权利要求11所述的方法,其中,所述修改是(iii)。
13、如权利要求12所述的方法,其中,所述修改是(iv)。
14、如权利要求13所述的方法,其中,所述修改是(v)。
15、一种包括用于执行权利要求5中的步骤的可执行指令的计算机可读介质。
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