Abstract: A method and system automatically generates flow charts of call flow programs used in a call center based on information about the call flow program and other telephone system resources collected from the call center. Such collected information includes automatic call distributor (ACD) programming. The method and system generate the flow chart of the call flow programs without prior knowledge of such collected information.

Abstract: A method and system automatically generates flow charts of call flow programs used in a call center based on information about the call flow program and other telephone system resources collected from the call center. Such collected information includes automatic call distributor (ACD) programming. The method and system generate the flow chart of the call flow programs without prior knowledge of such collected information.

Abstract: A telephone call center system for directing incoming calls from callers to agents includes first and second call center switches such as ACDs and PBXs. The first switch has a configuration corresponding to call distribution rules such that the first switch distributes incoming calls from callers to the agents in accordance with the call distribution rules. A synchronizer is in communication with the switches for determining the configurations of the switches. Upon the synchronizer determining that the configuration of the second switch is different than the configuration of the first switch the synchronizer replicates the configuration of the first switch to the second switch such that the second switch has the same configuration as the first switch whereby both switches distribute incoming calls to the agents in accordance with the call distribution rules.