Dynamic Routing Engine Verification via Emulated Call Simulation
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Solution Overview
Problem
Conventional approaches to implementing custom routing scripts in Dynamic Routing Engines (DRE) of Automatic Call Distribution (ACD) systems lack the ability to simulate conditions and contexts, leading to unverified scripts being executed on live systems, which can result in inefficiencies and potential misrouting of calls.
Innovation Solution
A system and method that emulate a DRE, provide a training corpus to simulate inbound telephony calls, execute routing scripts under simulated contexts, verify their execution within defined parameters, and provide verified scripts for execution on live ACD systems, ensuring scripts are tested and validated before implementation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If routing scripts are executed directly on live ACD systems without prior verification, then implementation speed is improved, but reliability and accuracy of call routing deteriorate
Solution Approach 1:
The system performs preliminary verification of routing scripts by emulating a DRE environment and executing test calls with simulated contexts before deploying scripts to live ACD systems. This advance testing ensures script correctness while maintaining fast deployment through automated verification processes.
Solution Approach 2:
An intermediary verification system is introduced between script development and live deployment. This intermediary layer includes an emulator that simulates DRE behavior and a test call generation mechanism that validates scripts against defined parameters before they reach the production environment.
2Reliability
If routing scripts are thoroughly verified through simulation and testing, then reliability of call routing is improved, but complexity of the implementation process worsens
Solution Approach 1:
Instead of complex physical testing infrastructure, the system creates a virtual copy (emulator) of the DRE environment. This software-based copy replicates DRE behavior and routing logic, enabling comprehensive testing without requiring additional hardware or complex setup.
Solution Approach 2:
The verification system is designed to be universal by accepting multiple input formats for routing scripts and supporting various simulated call contexts. The emulator can verify different types of routing logic (priority-based, skill-based, time-based) using a single unified platform, reducing overall system complexity.
3Manufacturing precision
If routing scripts are tested with simulated calls and contexts, then manufacturing precision of routing logic is improved, but loss of time in the verification process worsens
Solution Approach 1:
The verification process operates continuously through automated test execution and evaluation. Once the emulator is set up with test contexts and parameters, the system automatically runs through verification scenarios without manual intervention, minimizing idle time while maintaining high precision in routing logic validation.
Data Source
AI summary
A technology that facilitates implementation of verified routing scripts for a dynamic routing engine (DCE) of one or more automatic call distribution (ACD) systems is disclosed. Exemplary implementations may: emulate a DRE of one or more ACD systems; provide a training corpus to simulate inbound telephony calls to the DRE and simulate context of the simulated inbound telephony calls; obtain to-be-executed routing scripts; execute the routing scripts on emulated DRE with the provided training corpus to simulate inbound telephony calls to the DRE under the simulated context of the simulated inbound telephony calls; determine that the routing scripts executed within defined parameters; in response to the determination, verify the routing scripts; and provide the verified routing scripts for execution on a live DRE of one or more active ACD systems.