Abstract
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.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the 40th Conference on Winter Simulation (WSC 08) |
| Publisher | ACM |
| ISBN (Print) | 9781424427086 |
| Publication status | Published - 1 Jan 2008 |
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Keywords
- virtual call centre
- communication technologies
- routing algorithm