Modelling of an automatic call distributor in a multi-site call centre

Abstract

The Automatic Call Distributor (ACD) is responsible for routing calls to a set of call servicing points (workstations). In a multi-site call centre solution eMOSys, the ACDs logic is distributed between nodes. In this paper, we describe a distributed ACD, modelling its behaviour and communication with the other subsystems. A number of properties, such as deadlock freeness, safety and liveness are then verified using the model checker PAT (Process Analysis Toolkit).