WO1999003247A3 - Methods in computer simulation of telephony systems - Google Patents

Methods in computer simulation of telephony systems Download PDF

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Publication number
WO1999003247A3
WO1999003247A3 PCT/US1998/013644 US9813644W WO9903247A3 WO 1999003247 A3 WO1999003247 A3 WO 1999003247A3 US 9813644 W US9813644 W US 9813644W WO 9903247 A3 WO9903247 A3 WO 9903247A3
Authority
WO
WIPO (PCT)
Prior art keywords
telephony
call center
module
gui
cti
Prior art date
Application number
PCT/US1998/013644
Other languages
French (fr)
Other versions
WO1999003247A2 (en
Inventor
Michail Barskyi
Original Assignee
Genesys Telecomm Lab Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Genesys Telecomm Lab Inc filed Critical Genesys Telecomm Lab Inc
Publication of WO1999003247A2 publication Critical patent/WO1999003247A2/en
Publication of WO1999003247A3 publication Critical patent/WO1999003247A3/en

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Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42314Systems providing special services or facilities to subscribers in private branch exchanges
    • H04M3/42323PBX's with CTI arrangements

Abstract

A computer simulation system adapted for simulating a telephony call center comprises individual software modules simulating separate entities of the call center in the simulated call center, and a graphical user interface (GUI). In the GUI the individual software modules are presented as icons movable and connectable on the screen to alter characteristics of the simulated call center. In a preferred embodiment the simulation system is adapted for testing computer telephony integration (CTI) (120) applications. In this embodiment one of the software module icons comprises a (CTI) link interface library (110) adapted to provide communication between the simulated call center (100) and the CTI application in a manner that the simulated call center will behave as a specific switch type in a specific instance. Also in a preferred embodiment one of the individual software modules is a telephony objects module (102) representing a telephony switch and connected telephony devices, agents, and associated behavior. In this aspect individual telephony objects are represented in the GUI as icons that may be selected and added to or subtracted from the telephony objects module to alter the behavior repertoire of the module.
PCT/US1998/013644 1997-07-09 1998-07-01 Methods in computer simulation of telephony systems WO1999003247A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/891,675 US6205412B1 (en) 1997-07-09 1997-07-09 Methods in computer simulation of telephony systems
US08/891,675 1997-07-11

Publications (2)

Publication Number Publication Date
WO1999003247A2 WO1999003247A2 (en) 1999-01-21
WO1999003247A3 true WO1999003247A3 (en) 1999-06-10

Family

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Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1998/013644 WO1999003247A2 (en) 1997-07-09 1998-07-01 Methods in computer simulation of telephony systems

Country Status (2)

Country Link
US (1) US6205412B1 (en)
WO (1) WO1999003247A2 (en)

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US8019636B2 (en) * 2004-09-28 2011-09-13 International Business Machines Corporation Method, system and program product for planning and managing a call center study
US9160792B2 (en) * 2005-04-05 2015-10-13 International Business Machines Corporation On-demand global server load balancing system and method of use
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
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Also Published As

Publication number Publication date
US6205412B1 (en) 2001-03-20
WO1999003247A2 (en) 1999-01-21

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