Is there a way for business supervisors to temporarily transfer voicemail tasks another agent using simple easy to use UI? - configuration

Consider a situation where an agent on a dedicated line is receiving many voicemail messages and they are in a training for next few hours. Now supervisor sees this and want to distribute the load among other available agents. what would be the best way to facilitate this?
I could see that while an agent is in the call, they can transfer and conference a call but couldn't find a way for supervisors to be able to transfers a voicemail task. Looked at many documentations but didn't find any connection of Twilio directory with voicemail tasks. Any documentation / references would be helpful. thank you.

Related

Microservice Database shared with other services

Something I have searched for but cannot find a straight answer to is this:
For a given service, if there are two instances of that service deployed to two machines, do they share the same persistent store or do they have separate stores with some syncing mechanism (master/slave, clustering)?
E.g. I have a OrderService backed by MySQL. We're getting many orders in so I need to scale this service up, so we deploy a second OrderService. Where does its data come from?
It may sound silly but, to me, every discussion makes it seem like the service and database are a packaged unit that are deployed together. But few discussions mention what happens when you deploy a second service.
Posting this as an answer because it's too long for a comment.
Microservices are self contained components and as such are responsible for their own data. If you want the get to the data you have to talk to the service API. This applies mainly to different kinds of services (i.e. you don't share a database among services that offer different kinds of business functionality - that's bad practice because you couple services at the heap through the database and it's then easy to couple more things that would normally be done at the API level but it's more convenient to do them through the database => you risk loosing componentization).
But if you have the same kind of service then there are, as you mentioned, two obvious choices: share a database or have each service contain it's own database.
Now you have to ask yourself which solution do you chose:
Are these OrderServices of yours truly capable of working on their own, or do you need to have all the orders in the same database for reporting or access by other applications?
determine what is your actual bottleneck. Is it the database? If not then share the database. Is it the services? If not then distribute your data.
need to distribute the data? What are your choices, what are your needs? Do you need to be consistent all the time or eventual consistency is good enough? Do you need to have separate databases and synchronize them manually or does your database installation handle replication and partitioning out of the box?
etc
What I'm trying to say is that in this kind of situations the answer is: it depends. And something that we tech geeks often forget to do before embarking on such distributed/scalability/architecture journeys is to talk to business. Often business can handle a certain degree of inconsistencies, suboptimal processes or looking up data in more places instead of one (i.e. what you think is important might not necessarily be for business). So talk to them and see what they can tolerate. Might be cheaper to resolve something in an operational way than to invest a lot into trying to build a highly distributable system.

Service for accessing multiple user cloud storage accounts from single server

I'm working on a free educational web app for school music teachers and students that will allow them to collaborate and share mp3 recordings. Since earning revenue is not the goal, I'm looking for ways to reduce file storage costs. A single teacher assignment might produce hundreds of recorded responses. Instead of saving these recordings to my own storage (or to a service like Amazon's S3), I was wondering if there are any cloud storage services that teachers could sign up for - similar to something like Google Drive - and which they could then give my server app access to for storing their class's recordings. I'd still manage the info for the recordings and other data in a single database on my own server, but I'd save any large files to the shared storage provided to me by each teacher. I haven't found any examples of this sort of thing with services like Google Drive or Dropbox, but if it's possible with those or any other services, I'd appreciate a link to some info. The expectation would be that a teacher could pay the storage company for its service according to the school's usage. The service would have to be simple for teachers to sign up for and provide me access to, which I think puts some of the developer-oriented services out of reach.
Suggestions for different strategies are also welcome. I'd prefer not to handle financial transactions (so I don't want to rent space to people).

What's the most efficient architecture for this system? (push or pull)

All s/w is Windows based, coded in Delphi.
Some guys submit some data, which I send by TCP to a database server running MySql.
Some other guys add a pass/fail to their data and update the database.
And a third group are just looking at reports.
Now, the first group can see a history of what they submitted. When the second group adds pass/fail, I would like to update their history. My options seem to be
blindly refresh the history regularly (in Delphi, I display on a DB grid so I would close then open the query), but this seems inefficient.
ask the database server regularly if anything changed in the last X minutes.
never poll the database server, instead letting it inform the user's app when something changes.
1 seems inefficient. 2 seems better. 3 reduces TCP traffic, but that isn't much. Anyway, just a few bytes for each 2. However, it has the disadvantage that both sides are now both TCP client and server.
Similarly, if a member of the third group is viewing a report and a member of either of the first two groups updates data, I wish to reflect this in the report. What it the best way to do this?
I guess there are two things to consider. Most importantly, reduce network traffic and, less important, make my code simpler.
I am sure this is a very common pattern, but I am new to this kind of thing, so would welcome advice. Thanks in advance.
[Update] Close voters, I have googled & can't find an answer. I am hoping for the beneft of your experience. Can you help me reword this to be acceptable? or maybe give a UTL which will help me? Thanks
Short answer: use notifications (option 3).
Long answer: this is a use case for some middle layer which propagates changes using a message-oriented middleware. This decouples the messaging logic from database metadata (triggers / stored procedures), can use peer-to-peer and publish/subscribe communication patterns, and more.
I have blogged a two-part article about this at
Firebird Database Events and Message-oriented Middleware (part 1)
Firebird Database Events and Message-oriented Middleware (part 2)
The article is about Firebird but the suggested solutions can be applied to any application / database.
In your scenarios, clients can also use the middleware message broker send messages to the system even if the database or the Delphi part is down. The messages will be queued in the broker until the other parts of the system are back online. This is an advantage if there are many clients and update installations or maintenance windows are required.
Similarly, if a member of the third group is viewing a report and a
member of either of the first two groups updates data, I wish to
reflect this in the report. What it the best way to do this?
If this is a real requirement (reports are usually a immutable 'snapshot' of data, but maybe you mean a view which needs to be updated while beeing watched, similar to a stock ticker) but it is easy to implement - a client just needs to 'subscribe' to an information channel which announces relevant data changes. This can be solved very flexible and resource-saving with existing message broker features like message selectors and destination wildcards. (Note that I am the author of some Delphi and Free Pascal client libraries for open source message brokers.)
Related questions:
Client-Server database application: how to notify clients that data was changed?
How to communicate within this system?
Each of your proposed solutions are all viable in certain situations.
I've been writing software for a long time and comments below relate to personal experience which dates way back to 1981. I have no doubt others will have alternative opinions which will also answer your questions.
Please allow me to justify the positives and negatives of each approach, and the parameters around each comment.
"blindly refresh the history regularly (in Delphi, I display on a DB grid so I would close then open the query), but this seems inefficient."
Yes, this is inefficient
Is often the quickest and simplest thing to do.
Seems like the best short-term temporary solution which gives maximum value for minimal effort.
Good for "exploratory coding" helping derive a better software design.
Should be a good basis to refine / explore alternatives.
It's very important for programmers to strive to document and/or share with team members who could be affected by your changes their team when a tech debt-inducing fix has been checked-in.
If not intended as production quality code, this is acceptable.
If usability is poor, then consider more efficient solutions, like what you've described below.
"ask the database server regularly if anything changed in the last X minutes."
You are talking about a "pull" or "polling" model. Consider the following API options for this model:
What's changed since the last time I called you? (client to provide time to avoid service having to store and retrieve seesion state)
If nothing has changed, server can provide a time when the client should poll again. A system under excessive load is then able to back-off clients, i.e if a server application has an awareness of such conditions, then it is therefore better able to control the polling rate of compliant clients, by instructing them to wait for a longer period before retrying.
After considering that, ask "Is the API as simple as it can possibly be?"
"never poll the database server, instead letting it inform the user's app when something changes."
This is the "push" model you're talking about- publishing changes, ready for subscribers to act upon.
Consider what impact this has on clients waiting for a push - timeout scenarios, number of clients, etc, System resource consumption, etc.
Consider that the "pusher" has to become aware of all consuming applications. If using industry standard messaging queueing systems (RabbitMQ, MS MQ, MQ Series, etc, all naturally supporting Publish/Subscribe JMS topics or equivalent then this problem is abstracted away, but also added some complexity to your application)
consider the scenarios where clients suddenly become unavailable, hypothesize failure modes and test the robustness of you system so you have confidence that it is able to recover properly from failure and consistently remain stable.
So, what do you think the right approach is now?

designing a mysql workflow database

I am writing a simple issue tracking system. I need to know how I can design a database allowing for dynamic workflows.
Employees will make requests in these system. Such requests move from office to office. For example an issue x workflow could be as follows:
The employee posts an issue for which I have defined a category
The issue is routed to the first department defined in the work flow
After approval, it is routed to the second department defined in the workflow
I already have tables for issues, issue_category, departments
so I want to know how to implement an workflow table related to the departments and how to forward to the next table after approval.
Sorry for the long winded question. suggestions, guidelines, request for clarification welcome.
Not writing a system takes less time that writing one.
Have you looked into off-the-shelf workflow systems? There are lots of BPM solutions out there that will do what you're describing very nicely.
Issue tracking? Have you thought about just using JIRA or Bugzilla or something like that?
If your purpose is to learn how to write a workflow system, go for it. But if you're intending to put a solution into production for a wider audience be aware of other possibilities.
I'd forget about tables for a while and just think in a more abstract way about the problem. I see a number of meaningful entities in your statement:
workflow
task
employee
department
I also imagine some other items that might be useful in your solution:
queue for each employee to accept and prioritize incoming tasks
a mechanism for allowing both computer and human consumers of tasks to plug into the system
an auditing capability to track how tasks flow through for compliance and debugging purposes
an alerting mechanism to notify users that a task has been completed
a scheduler to allow tasks to be added on a regular basis
You have a lot of thinking to do before you even begin thinking about tables. I'd recommend doing that first.
This is a very big problem. If you're doing this for someone else, make sure that all parties understand what they're getting into.

Can MS Enterprise Library Logging be used for multiple applications?

I'm wondering if its - a) possible; b) good practice - to log multiple applications to single log instance?
I have several ASP.NET apps and I would like to aggregate all exceptions to a centralized location that can be queried as part of an Enterprise Dashboard app. I'm using both the EL logging block and the EL exception blog along with the Database Trace Listener. I would like to see exceptions across all apps logged to a single db.
Any comments, best practice guidelines or answers would be extremely welcome.
Yes, it is definitely possible to store multiple application logs in a central location using EL.
An Enterprise Dashboard application that lets you view exceptions across applications and tiers, and provides reporting is a great reason to centralize your logging. So I'll say yes to question b as well.
Possible Issues/Negatives
I'm assuming that you are using the Database Trace Listener since you mention that in your question. If there are a large number of applications logging a large number of log entries combined with users querying the (potentially large) log database, there is the potential for performance to degrade (since the logging is done synchronously) which could impact your application performance.
Another Approach
To mitigate against this possibility, I would investigate using the Distributor Service to log asynchronously. In that model, all of the applications would log to a message queue (using the MSMQ Trace Listener). A separate service then polls the queue and would forward the log entries to a trace listener (in your case a Database Trace Listener) which would persist the messages in your dashboard database. This setup is more complicated. But it does seem to align with what you are trying to achieve and has some other benefits such as asynchronous processing and the ability to log even if the dashboard database is down (e.g. for maintenance).
Other Considerations
You may also want to think about standardizing some LogEntry properties across applications. For example, LogEntry doesn't really have an "application" property so you could add an ExtendedProperty to represent the application name. Or you may standardize on a specific format for the Message property so that various information can be pulled out of the message and stored in separate database columns for easier searching and categorization.