Verification of routing scripts for a dynamic routing engine of an automatic call distribution system
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.
1. A system configured to facilitate implementation of verified routing scripts for a Dynamic Routing Engine (DRE) of one or more Automatic Call Distribution (ACD) systems, the system comprising:
one or more hardware processors configured by machine-readable instructions to:
emulate a DRE that is managed by a custom scripting tool to manage inbound telephony calls based on relevant data, context and rules, of one or more ACD systems, wherein the DRE is configured to load balance across distributed call centers of the 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;
provide the verified routing scripts for execution on a live DRE of one or more active ACD systems; and
automatically load and execute the verified routing scripts on the live DRE.
2. The system of claim 1 , wherein the one or more hardware processors are further configured by machine-readable instructions to automatically load and executing the verified routing scripts on the live DRE of the one or more active ACD systems.
3. The system of claim 1 , wherein the training corpus includes data regarding multiple incoming telephony calls and contextual data related to those multiple incoming telephone calls.
4. The system of claim 1 , wherein the DRE includes an Avaya Dynamic Routing Environment.
5. The system of claim 1 , wherein the routing scripts includes instructions that, when executed by the live DRE of one or more active ACD systems, actively processes multiple actual incoming telephony calls in real time to determine how and where to route such calls by the one or more active ACD systems.
6. The system of claim 1 , wherein the parameters are defined to adhere to a DevOps pipeline.
7. The system of claim 1 , wherein the executing of the routing scripts on emulated DRE is performed in accordance with call queue metrics and configuration data.
8. A method that facilitates implementation of verified routing scripts for a Dynamic Routing Engine (DRE) of one or more Automatic Call Distribution (ACD) systems, the method comprising:
emulating a DRE that is managed by a custom scripting tool to manage inbound telephony calls based on relevant data, context and rules, of one or more ACD systems, wherein the DRE is configured to load balance across distributed call centers of the ACD systems;
providing a training corpus to simulate inbound telephony calls to the DRE and simulate context of the simulated inbound telephony calls;
obtaining to-be-executed routing scripts;
executing 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;
determining that the routing scripts executed within defined parameters;
in response to the determination, verifying the routing scripts;
providing the verified routing scripts for execution on a live DRE of one or more active ACD systems; and
automatically loading and executing the verified routing scripts on the live DRE.
9. The method of claim 8 , further comprising automatically loading and executing the verified routing scripts on the live DRE of the one or more active ACD systems.
10. The method of claim 8 , wherein the training corpus includes data regarding multiple incoming telephony calls and contextual data related to those multiple incoming telephone calls.
11. The method of claim 8 , wherein the DRE includes an Avaya Dynamic Routing Environment.
12. The method of claim 8 , wherein the routing scripts includes instructions that, when executed by the live DRE of one or more active ACD systems, actively processes multiple actual incoming telephony calls in real time to determine how and where to route such calls by the one or more active ACD systems.
13. The method of claim 8 , wherein the parameters are defined to adhere to a DevOps pipeline.
14. The method of claim 8 , wherein the executing of the routing scripts on emulated DRE is performed in accordance with call queue metrics and configuration data.
15. A non-transient computer-readable storage medium having instructions embodied thereon, the instructions being executable by one or more processors to perform a method that facilitates implementation of verified routing scripts for a Dynamic Routing Engine (DRE) of one or more Automatic Call Distribution (ACD) systems, the method comprising:
emulating a DRE that is managed by a custom scripting tool to manage inbound telephony calls based on relevant data, context and rules, of one or more ACD systems, wherein the DRE is configured to load balance across distributed call centers of the ACD systems;
providing a training corpus to simulate inbound telephony calls to the DRE and simulate context of the simulated inbound telephony calls;
obtaining to-be-executed routing scripts;
executing 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;
determining that the routing scripts executed within defined parameters;
in response to the determination, verifying the routing scripts;
providing the verified routing scripts for execution on a live DRE of one or more active ACD systems; and
automatically loading and executing the verified routing scripts on the live DRE.
16. The computer-readable storage medium of claim 15 , wherein the method further comprises automatically loading and executing the verified routing scripts on the live DRE of the one or more active ACD systems.
17. The computer-readable storage medium of claim 15 , wherein the training corpus includes data regarding multiple incoming telephony calls and contextual data related to those multiple incoming telephone calls.
18. The computer-readable storage medium of claim 15 , wherein the DRE includes an Avaya Dynamic Routing Environment.
19. The computer-readable storage medium of claim 15 , wherein the routing scripts includes instructions that, when executed by the live DRE of one or more active ACD systems, actively processes multiple actual incoming telephony calls in real time to determine how and where to route such calls by the one or more active ACD systems.
20. The computer-readable storage medium of claim 15 , wherein the parameters are defined to adhere to a DevOps pipeline.