Abstract: A method and computer software product for updating a redundant transaction service system, wherein the redundant transaction service system includes a first transaction service device and a second transaction service device. The method comprises removing the first transaction service device from on-line service and installing new software on the first transaction service device. Next, a current database associated with the second transaction service device is transferred to the first transaction service device. The transferred current database is converted into a format associated with the new software. After the transfer and conversion of the current database, the first transaction service device is returned into on-line service.

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.