Refactoring of a help desk application, which supports the call center with requests for advice and emergency aid. The existing application is further developed with a view to improving performance, stability, usability, and maintainability. New requirements are implemented at the same time.
To increase maintainability, the system developed with Visual C++ will be refactored with the aid of various metrics specified by an expert. Moreover, existing dialogs and algorithms will be changed.
The call center offers its services to various insurance companies and service providers. Incoming domestic and international calls are taken by the processors. The application being refactored is to query personal data and contract data and to mediate services (e.g. naming specialist clinics or specialist doctors, organization of patient return transport, telephone consultation with specialist doctors). A faster and more reliable operation of the application is urgently necessary for this.