Feature interaction problem in computer-telephony integration systems

In this paper we describe an ongoing project aimed at investigating the impact of feature interaction problems on computer telephony integration (CTI). As a representative and sophisticated example of CTI we use a call center. We outline a typical structure of a call-center that comprises computing and telephony equipment, software and personnel. We then discuss the specific features of call centers to show how they influence the feature interaction issue in a new framework. We also discuss possible ways to cope with feature interaction problems on three levels: the requirement, specification and implementation levels. In particular we stress the need to flexibly specify a manipulation with telephone features during a call processing and suggest using a graphical icon language to specify call center operator behavior.