Adaptive resource management of a virtual call center using a peer-to-peer approach

As the number and diversity of end user environments increase, services should be able to dynamically adapt to available resources in a given environment. We present the concepts of migratory services and peer-to-peer connections as the means of facilitating adaptive service and resource management in distributed and heterogeneous environments. Our approach has been realized using object-oriented principles in Adaptive Communicating Applications Platform (ACAP). The architectural design and implementation of a real-life high-level service, Virtual Call Center (VCC), are used to illustrate issues in adaptive service and management issues and discuss in detail our approach in ACAP.