11-09-2017, 12:53 PM
The authors present the reliability and maintenance concept of the software, which is used in the software development, testing and maintenance process, for the MEDIO ACD automatic distributor. The concept has been successfully applied in systems, which are installed and fully operational in Moscow and St. Petersburg, Russia. The authors focus on two main issues: (i) set of fault-tolerance mechanisms required for system operation (error logging, control point reset, overload protection and tandem configuration support); ii) the MEDIO ACD software maintenance concept, which predicts the quality of the new software update based on the metrics and the quality of the current update and the metrics of the new update. This forecast helps the efficiency of software maintenance and cost reduction.