公开(公告)号：WO9903247A3

公开(公告)日：1999-06-10

申请号：PCT/US9813644

申请日：1998-07-01

Applicant: GENESYS TELECOMM LAB INC

Inventor： BARSKYI MICHAIL

IPC: H04M3/42 ,  H04M3/51 ,  G06G7/48 ,  H04M1/24 ,  H04M3/00 ,  H04M3/22

CPC classification number: H04M3/51 ,  H04M3/42323

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.

Abstract translation: 适于模拟电话呼叫中心的计算机模拟系统包括模拟模拟呼叫中心中呼叫中心的单独实体的单独软件模块和图形用户界面（GUI）。 在GUI中，各个软件模块被呈现为在屏幕上可移动和可连接的图标，以改变模拟呼叫中心的特征。 在优选实施例中，模拟系统适用于测试计算机电话集成（CTI）（120）应用。 在该实施例中，软件模块图标之一包括（CTI）链接接口库（110），其适于以模拟呼叫中心将作为特定交换机的方式提供模拟呼叫中心（100）和CTI应用之间的通信 键入特定实例。 同样在优选实施例中，各个软件模块之一是表示电话交换机和连接的电话设备，代理和相关行为的电话对象模块（102）。 在这方面，单独的电话对象在GUI中表示为可以被选择并添加到电话对象模块中或从电话对象模块中减去以改变模块的行为曲目的图标。