Pitfalls of object-oriented development
Pitfalls of object-oriented development
Design patterns: elements of reusable object-oriented software
Design patterns: elements of reusable object-oriented software
Framing software reuse: lessons from the real world
Framing software reuse: lessons from the real world
Object-oriented methods: pragmatic considerations
Object-oriented methods: pragmatic considerations
Pattern-oriented software architecture: a system of patterns
Pattern-oriented software architecture: a system of patterns
Analysis patterns: reusable objects models
Analysis patterns: reusable objects models
Object-oriented development at work: fusion in the real world
Object-oriented development at work: fusion in the real world
Developing intelligent agents for distributed systems: exploring architecture, technologies, & applications
Component software: beyond object-oriented programming
Component software: beyond object-oriented programming
Pattern languages of program design 3
Pattern languages of program design 3
Software architecture in practice
Software architecture in practice
AntiPatterns: refactoring software, architectures, and projects in crisis
AntiPatterns: refactoring software, architectures, and projects in crisis
The Unified Modeling Language user guide
The Unified Modeling Language user guide
The object constraint language: precise modeling with UML
The object constraint language: precise modeling with UML
The Unified Modeling Language reference manual
The Unified Modeling Language reference manual
OMT Insights: Perspectives on Modeling from the Journal of Object-Oriented Programming
OMT Insights: Perspectives on Modeling from the Journal of Object-Oriented Programming
Getting Results with the Object-Oriented Enterprise Model
Getting Results with the Object-Oriented Enterprise Model
Requirements Engineering: A Good Practice Guide
Requirements Engineering: A Good Practice Guide
An Approach to Internet-Based Virtual Call Center Implementation
ICN '01 Proceedings of the First International Conference on Networking-Part 1
Adaptive and evolutionary systems: lessons from object, component and agent approaches
Adaptive evolutionary information systems
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Contact Center-related activities, at the business level, are common regardless of parent organizations or industries. The implementation of such activities is unlikely to change throughout the lifetime of the Contact Center and, therefore, it could be the basis ("framework") upon which customized solutions can be built. Specifying such framework is mainly a business rather than a technical problem. Programmers create "what" a system does while business analysts determine "when" the system takes certain actions. Factors influencing the framework architecture are the requirements for small, mobile, intelligent components, the ability for run-time modifications, and a reasonable foreknowledge of the technology that will minimize risks.In this paper, we present a distributed, object-oriented, telephony framework based on Intelligent Agents and coupled with a rules engine. The goals are reuse, platform independence, support for a distributed environment, system scalability, and adherence to standards. The framework's core is an inference engine that accepts external stimuli and, based on business rules, determines the resulting actions. This engine is an intelligent agent, that can be attached to any object for which intelligence is needed and thus, it is able to create an integrated, customizable solution. We discuss our architectural decisions, limitations, design choices, and experiences in development, customization, and operation of the framework. Tools and procedures used during implementation of specific solutions are also reported.