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1998

Feature Interaction Problem in Computer-Telephony Integration Systems

12 years 1 months ago
Feature Interaction Problem in Computer-Telephony Integration Systems
In this paper we describe an ongoing project aimed at investigating the impact of feature interaction problems on computer telephony integration (CTI). As a representative and sophisticated example of CTI we use a call center. We outline a typical structure of a callcenter that comprises computing and telephony equipment, software and personnel. We then discuss the specific features of call centers to show how they influence the feature interaction issue in a new framework. We also discuss possible ways to cope with feature interaction problems on three levels: the requirement, specification and implementation levels. In particular we stress the need to flexibly specify a manipulation with telephone features during a call processing and suggest using a graphical icon language to specify call center operator behavior.
Nikolay A. Anisimov, Alec Miloslavski, Gregory Pog
Added 01 Nov 2010
Updated 01 Nov 2010
Type Conference
Year 1998
Where FIW
Authors Nikolay A. Anisimov, Alec Miloslavski, Gregory Pogosyants
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