公开(公告)号：US20160057284A1

公开(公告)日：2016-02-25

申请号：US14465256

申请日：2014-08-21

Applicant: Verizon Patent and Licensing Inc.

Inventor： Abhishek NAGPAL ,  Manah M. KHALIL

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232 ,  H04M3/323 ,  H04M3/5175

Abstract: An approach for simulating a telephony system to enable the evaluation of rules employed by the system for routing inbound calls to representatives is described. A simulation manager receives call production data, representative production data, or a combination thereof as generated by a telephony system during a production run for directing one or more inbound calls to one or more representatives. The simulation manager also generates an expected call handling response of the telephony system during a subsequent production run due to (a) one or more subsequent inbound calls, (b) a change associated with the one or more representatives, (c) a change associated with the call handling rules, or (d) a combination thereof based on execution of a simulation of the execution of the telephony system.

Abstract translation: 描述了一种用于模拟电话系统以使得能够评估系统用于将入站呼叫路由到代表的规则的方法。 模拟管理器在生产运行期间接收由电话系统生成的呼叫生产数据，代表性生产数据或其组合，用于将一个或多个入站呼叫指向一个或多个代表。 仿真管理器还在随后的生产运行期间产生电话系统的预期呼叫处理响应，这是由于（a）一个或多个后续入站呼叫，（b）与一个或多个代表相关联的改变，（c）相关联的变化 具有呼叫处理规则，或（d）基于对电话系统的执行的模拟的执行的组合。