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An approach to design distributed CTI applications using Petri nets: an example of a call center

机译：使用Petri网设计分布式CTI应用程序的方法：呼叫中心的示例

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In this paper we apply a formal approach, based on Petri nets, to design a logical structure for call centers based on sophisticated computer telephony integration applications. A typical call center consists of a set of operators, called agents, who process inbound calls from clients. This call processing may involve the use of computer systems and other devices, such as faxes, as well as communication with other agents. The treatment of each call being processed is heavily regulated by a script, which is specially designed for specific kinds of calls by the experts in telemarketing. However, the design of such scripts can be problematic. In this paper, we stress the need for tools supporting a scripting process. We propose a formal model intended to serve as a basis for such tools. Specifically, we introduce formal models called script nets for formal representation of scripts and of the call center as a whole. We have also introduced various ways to structure script nets, using a transition hierarchy and macroplaces.
机译：在本文中，我们采用基于Petri网的形式化方法，为基于复杂计算机电话集成应用程序的呼叫中心设计逻辑结构。典型的呼叫中心由一组称为话务员的话务员组成，他们处理来自客户的呼入电话。此呼叫处理可能涉及计算机系统和其他设备（例如传真）的使用，以及与其他代理的通信。每个脚本的处理方式都受到脚本的严格监管，该脚本是电话销售专家针对特定类型的呼叫专门设计的。但是，此类脚本的设计可能会出现问题。在本文中，我们强调需要支持脚本编写过程的工具。我们提出了一个正式模型，旨在作为此类工具的基础。具体来说，我们介绍称为脚本网的形式化模型，用于形式化地描述脚本以及整个呼叫中心。我们还介绍了使用过渡层次结构和宏放置结构来构建脚本网络的各种方法。

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