Methods in computer simulation of telephony systems

• US 6,205,412 B1
• Filed: 09/09/1997
• Issued: 03/20/2001
• Est. Priority Date: 07/09/1997
• Status: Expired due to Fees

• Current Assignee: Genesys Telecomunnications Laboratories Incorporated A Corporation If California
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ostapchuk, Yuri, Livshits, Boris, Dadgar, Hamid R., Barskiy, Michail D.
• Primary Examiner(s): Teska, Kevin J.
• Assistant Examiner(s): JONES, HUGH M
• Application Number:
  US08/891,675
• Time in Patent Office: 1,288 Days
• Field of Search: 364/578, 395/500.34, 703/13, 709/226
• US Class Current: 703/13
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

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) applications. In this embodiment one of the software module icons comprises a (CTI) link interface library adapted to provide communication between the simulated call center 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 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.

Claims

1. A computer simulation system simulating a telephony call center, comprising:

Computer Telephony Integration (CTI) application software modules comprising a CTI link interface library;

telephony objects software modules representing physical and logical characteristics of a telephony switch, CTI servers, and human behavioral models of agents and connected telephony devices;

micro-emulated software modules corresponding to the CTI application software module and the telephony objects software module, having physical, logical and behavioral characteristics of those modules, including varying human behavioral characteristics of the agents; and

a graphical user interface (GUI);

wherein in the GUI the individual software modules are presented as icons movable, connectable, and configurable by the user on the screen to emulate different functions of elements, characteristics and behavior, including the human behavior of the simulated call center based upon the interaction of the CTI application software modules when connected to the telephony objects software modules.

2. The simulation system of claim 1 wherein the telephony objects module includes a telephony switch and connected telephony devices, agents, and associated behavior, and wherein 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.

3. The simulation system of claim 2 wherein individual telephony objects represented by icons comprise any features of telephony switches.

4. The simulation system of claim 3 wherein the individual telephony objects comprise, agents, automatic call destination (ACD) protocols, CTI servers, agent'"'"'s telephones, and non-telephone equipment at agent'"'"'s stations.

5. The simulation system of claim 3 wherein a telephony object is associated with one or more editing fields allowing a user to edit parameters for the object module, including human behavior.

6. The simulation system of claim 5 wherein a multiplicity parameter may be edited to provide for multiple instances of a selected module in a simulation.

7. The simulation system of claim 6 wherein the behavior of multiple instances of a single object module may be randomized in operation.

8. The micro-emulated software modules of claim 1 wherein one of the editable parameters allows the user to set a number to provide multiplicity of the object module in a computer simulation.

9. A method for testing a Computer Telephony Integration (CTI) software application, comprising steps of:

(a) simulating a call center including a telephony objects software module having micro-emulated software modules representing physical and logical characteristics of a telephony switch and human behavioral models of agents in a call center in a graphical user interface (GUI);

(b) presenting the telephony objects software module, and the micro-emulated module as icons in the GLI as movable, connectable and configurable by a user;

(c) connecting the telephony objects software module, and micro-emulated modules in the simulated call center and the CTI application through a software interface library, wherein the interface library conditions the communication to emulate a telephony switch of a specific make and model, and the characteristics of the simulated call center are altered based upon the connection of the CTI application to the telephony objects software module.