ContactCenters: Download and Documentation

Downloading ContactCenters

Version: ContactCenters-0.9.5 Beta.
Last update: July 1, 2009.
Changelog.
ContactCenters is packaged in a ZIP file that can be downloaded from the following link:

download ContactCenters (12MB)

Alternatively, Windows users can use the following installer:

download ContactCenters Windows installer (11MB)

The older 0.8.5 version is still available here for compatibility (8MB).
Last update: September 5, 2008.

With Java 1.4, one must use ContactCenters 0.7: download ContactCenters for Java 1.4 (6.2MB).
Last update: September 19, 2006, rebuilt with final SSJ 1.2 on February 23, 2007.

ContactCenters uses several libraries whose binary archives are included with the provided download. However, visiting the home page of these libraries gives access to the documentation and up-to-date versions.

SSJ
A Java library for stochastic simulation. This library provides tools to generate random numbers from various probability distributions, perform discrete-event simulations, collect statistics, etc. It is used extensively by ContactCenters.
Colt
Provides Java classes for scientific computation, including linear algebra and statistics. ContactCenters uses the matrix support provided by this library.
JExcelAPI
Library used to import and export results from and to Microsoft Excel workbooks.
linear_algebra library
This library is a translation to Java of the public domain LINPACK routines. It is used for parameter estimation only.
Optimization package of Steve Verrill
Includes Java translations of the MINPACK routines for nonlinear least squares problems as well as UNCMIN routines for unconstrained optimization. These are used for parameter estimation only.

Using ContactCenters

Installation on Windows Installation on Linux/UNIX
Quick start guide

Documentation

The official documentation of ContactCenters is composed of several PDF files. For convenience, we also provide the API specification in HTML format. These documents are included in the download of ContactCenters, or can be viewed on-line by using the following links.

Adobe Reader is the standard product for viewing and printing PDF documentation. It can be downloaded for free at Adobe's Web site.
Get Adobe Reader

However, any PDF reader such as FoxIt Reader, Evince, etc., can be used to view the documentation.

Generic simulator for multi-skill and blend call centers

This simulator can be used without Java programming, and is thus recommended for people beginning with ContactCenters.

PDF icon On-line guide for the generic simulator
This document contains commented examples of configuration files, instructions to run simulations from the command-line, and use the simulator internally in Java code, and documentation about supported arrival processes, dialing and routing policies, and types of performance measures.
Sample XML files for the simulator
These examples, commented in the above manual, can be used to experiment with the generic simulator.
HTML documentation for the XML Schemas used by the generic simulator
This document describes how parameter files for the simulator are organized, and provides documentation for each parameter.

API specifications

These documents are needed for people extending the provided generic simulator, or using ContactCenters directly to create new simulators. This specification is provided in PDF and HTML format. The PDF version is more detailed and more complete than the HTML version, and thus the official documentation. Each PDF document starts with an overview providing information about the general structure of the document. A detailed description of classes and methods then follows.

PDF icon API specification for the generic simulator
This provides information about the architecture of the simulator as well as detailed documentation on its classes and methods.
PDF icon DTMC simulator API specification
Provides documentation about the architecture, classes, and methods of the quick simulator using a uniformized continuous-time Markov chain model.
PDF icon API Specification for the interfaces to interact with simulators of contact centers
These interfaces are implemented by generic simulators to provide a standardized way to start the simulation, change some parameters, and obtain statistics. This document also describes the facilities for generating reports from the simulation results.
PDF icon Core API Specification
This document describes the core classes representing contacts, arrival processes, routers, agent groups, etc. .
PDF icon SSJ Extensions API Specification
Provides documentation for utility classes for managing arrays, helping in reading XML parameter files, etc.
ContactCenters documentation in HTML format
It was translated from LaTeX to HTML by an automatic translator and, as a consequence, the mathematical formulas are not always translated correctly. However, the PDF documentation is translated correctly from the LaTeX documents.

Examples of simulators

We also provide some simple examples using the core classes of ContactCenters directly. These examples might be useful to learn about the architecture of the library, and to create simulators using the core classes directly.

PDF icon On-line guide for the examples
This document provides commented examples of simple simulators using the library directly.
Source code for the commented examples

Contact us

If you find a bug or if you want to suggest improvements, send mail to Eric Buist, the first author of the library.

Licence

Any user of ContactCenters must agree with the licence of ContactCenters.

Copyright (c) 2003-2008 Eric Buist and Pierre L'Ecuyer, all rights reserved.

ContactCenters may be used freely for personal use, for research purposes or in a non-commercial environment. Please contact the authors of the library for any commercial use.

The SSJ library is released under the GPL licence.

The Colt library is used by a few ContactCenters classes. Here is the Colt License Agreement copied from the Colt web site:

Packages cern.colt* , cern.jet*, cern.clhep
Copyright (c) 1999 CERN - European Organization for Nuclear Research.

Permission to use, copy, modify, distribute and sell this software and its documentation for any purpose is hereby granted without fee, provided that the above copyright notice appear in all copies and that both that copyright notice and this permission notice appear in supporting documentation. CERN makes no representations about the suitability of this software for any purpose. It is provided "as is" without expressed or implied warranty.

The linear algebra and optimization packages are public domain.