Performability modeling and decision support for computer telephony integration

To assure an advertised level of service for a network-based computer telephony integration (CTI) product, the authors consider degraded states of the system, and uncertain demands on the system, and create a minimal design to meet these requirements. In this paper, the authors describe the decision support tool we built to improve the business processes around CTI, which they believe can guide others in constructing similar capabilities around other services. First, they describe what the tool does, then discuss some of the models which drive decisions in the tool. Last, they deliver some important observations from their work. They found that, not only is it important to consider system failures and repairs when designing service guarantees, but that it is possible to do so simply, and in a way that will likely apply to similar systems. In fact, the methods they present can be applied to other telecommunications services, and perhaps services or systems beyond that.