{"title":"多站点呼叫中心中自动呼叫分配器的建模","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":"{\"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}","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}
Modelling of an automatic call distributor in a multi-site call centre
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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