SDEB001 Архитектура на център за обслужване на клиенти (Contact Center - System Architecture)
Анотация:
In this course we will deep dive the students into system architecture, architecture stakeholders,
context. Based on those then we will identify the drivers that shape the architecture of the
system and will identify the key perspectives and views from that the stakeholders could reason
about it.
Once we know that there will be a lecture or two on documenting system architecture. We will
learn how to prepare such documentation. Documentation is a big boring topic however it is still
quite important since we have to know how to define our requirements and how to document our
systems so that later to be able to further developer and support them.
Then the course will continue with various system architecture styles like pipe-and-filter, call-
return, event, data driven, blackboard.
Once we get an idea what drives the architecture of the system, how to reason about it and what
are the base architectural styles we will start building up to another level switching to concepts
such as client-server, middleware, service oriented architecture and eventually cloud.
Once we are ready here we will do a case study on call-center system architecture. Students will
be grouped in small teams - 4-6 members each and will have to fulfill together with mentors from
the industry a case study on how does the architecture of a modern contact center might look
like.
Finally each team will have the ability to present its case study results to the rest of the
colleagues, mentors and other faculty members. This will form 50% of the final grade, the other
50% will be formed based on participation (25%) in class discussions and (25%) presence.
During practically oriented semester online and offline (face-to-face) consultations the lecturer
and the mentors will communicate with the students by:
- Slack (online collaboration between students & students and students & lecturer at any time)
- Moodle (as a virtual blackboard)
- Google Docs (consulting students to elaborate and synchronize work sheets and case study
analyses).
Преподавател(и):
гл. ас. Николай Милованов д-р
Описание на курса:
Компетенции:
Successfully graduated students:
1) know:
- How to identify system architecture stakeholders
- What are the drivers that shape the architecture of the modern contact center
- How to document and design the system aka the contact center solution
- What is OSS/BSS and where is the place of the contact center in it.
2) can:
- Identify system architecture stakeholders
- Define the key architectural drivers for certain system architecture
- Document and design the system aka the contact center solution
- Describe the architecture of a modern contact center
- Prepare RFP/RFP responses in relationship to contact and call center system
Предварителни изисквания:
Students have to bring along the following skills:
- Working English
- A good understanding on computers, networks and or/telecom
- Ability to learn fast and pickup concepts quickly
Форми на провеждане:
Редовен
Учебни форми:
Лекция
Език, на който се води курса:
Английски
Теми, които се разглеждат в курса:
Литература по темите:
-
Средства за оценяване:
Textbooks:
- Software Architecture: Perspectives on an Emerging Discipline, by Mary Shaw and David Garlan, Prentice Hall 1996 [SG96]
- Software Architecture in Practice, Second Edition, by Len Bass, Paul Clements, and Rick Kazman, Addison-Wesley 2003 [BCK03].
- Documenting Software Architectures: Views and Beyond, Second Edition,by Clements, et al. Addison-Wesley 2011 [C+11].
- Architecting Software Intensive Systems: A Practitioner’s Guide,by Anthony J. Lattanze, Taylor and Francis/Auerbach 2008 [ASIS08].
We will also use a collection of supplementary readings, which will be available through the course on the e-edu.nbu.bg web site.