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.

• Type: Conference
• Year: 1998
• Where: FIW
• Authors: Nikolay A. Anisimov, Alec Miloslavski, Gregory Pogosyants
• Keywords: Feature Interaction, Feature Interaction Issue, Feature Interaction Problems, FIW 1998, FIW 2007