SYSTEM AND METHOD FOR MODELING AND MODIFYING A TELEPHONE CALL PATH ROUTED BY A TELEPHONIC SWITCH

摘要

A call path system generates a graphical representation of a call path of a selected type of telephone call routed by a telephonic switch (100). An administrator computer system (110) includes a computer (112) and administrator display (114) for generating and displaying the graphical representation. The graphical representation may be a block diagram (200) consisting of telephone call type (202), application (204), scripts (206), agent group (208), agents/staff (210), supervisor (214) and a particular agent group I (212). Each of the blocks includes available selections in the particular category. Such as a listing of agent groups (304), a listing of telephone types (300), a listing of available DNIS numbers (302) and a listing of agents/staff (306). The call path system further permits an administrator, via the administrator computer system (110) to select any of the above. Applications may be modified such that the telephonic switch (100) thereafter routes telephone calls in accordance with the modified applications.