{"title":"Modelling of an automatic call distributor in a multi-site call centre","authors":"N. Kostadinov","doi":"10.1145/2516775.2516801","DOIUrl":null,"url":null,"abstract":"The Automatic Call Distributor (ACD) is responsible for routing calls to a set of call servicing points (workstations). In a multi-site call centre solution eMOSys, the ACDs logic is distributed between nodes. In this paper, we describe a distributed ACD, modelling its behaviour and communication with the other subsystems. A number of properties, such as deadlock freeness, safety and liveness are then verified using the model checker PAT (Process Analysis Toolkit).","PeriodicalId":316788,"journal":{"name":"International Conference on Computer Systems and Technologies","volume":"36 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2013-06-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Conference on Computer Systems and Technologies","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1145/2516775.2516801","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
The Automatic Call Distributor (ACD) is responsible for routing calls to a set of call servicing points (workstations). In a multi-site call centre solution eMOSys, the ACDs logic is distributed between nodes. In this paper, we describe a distributed ACD, modelling its behaviour and communication with the other subsystems. A number of properties, such as deadlock freeness, safety and liveness are then verified using the model checker PAT (Process Analysis Toolkit).
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