Traditionally call centres were based on circuit-switched systems. But with the advancement of communication technologies, call centres have shifted to packet-switched systems. This packet-switched system aids the creation of virtual Call Centre Environments. The current dynamic routing algorithms used for circuit-switched systems do not fully support packet-switched virtual call centre environments. We addressed this issue in this paper by developing a new call routing algorithm capable of supporting this type of virtual environments. This was done by performing a comparison study on our hybrid routing algorithm, Enhanced Bandwidth-Delay Based Routing Algorithm. Our hybrid routing algorithm was compared with a commonly used call routing algorithm known as Minimum Expected Delay. We used both analytical and simulation methods to achieve our goal of comparison study.
|Title of host publication||Proceedings of the 40th Conference on Winter Simulation (WSC 08)|
|Publisher||Association for Computing Machinery (ACM)|
|Publication status||Published - 1 Jan 2008|
- virtual call centre
- communication technologies
- routing algorithm