Software reliability and maintenance concept used for automatic call distributor MEDIO ACD

The authors present the software reliability and maintenance concept, which is used in the software development, testing, and maintenance process, for automatic call distributor MEDIO ACD. The concept has been successfully applied on systems, which are installed and fully operational in Moscow and Saint Petersburg, Russia. The authors concentrate on two main issues: (i) set of fault-tolerant mechanisms needed for the system exploitation (error logging, checkpoint-restart, overload protection and tandem configuration support); (ii) MEDIO ACD software maintenance concept, in which the quality of the new software update is predicted on the basis of the current update´s metrics and quality, and the new update´s metrics. This forecast aids software maintenance efficiency, and cost reduction