Enhanced bandwidth-delay based routing algorithm for a packet-switched virtual call centre environment

Akinbola Adetunji; Hadi Larijani

Enhanced bandwidth-delay based routing algorithm for a packet-switched virtual call centre environment

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

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

Keywords

virtual call centre
communication technologies
routing algorithm

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@inproceedings{131408c1a4604072b91586351292ebfc,

title = "Enhanced bandwidth-delay based routing algorithm for a packet-switched virtual call centre environment",

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.",

keywords = "virtual call centre, communication technologies, routing algorithm",

author = "Akinbola Adetunji and Hadi Larijani",

note = "<p>Paper presented at the 40th Conference on Winter Simulation (WSC 08), Miami, USA, 7-10 December 2008. Conference webiste: <a href={"}http://wintersim.org/prog08wsc.htm{"}>http://wintersim.org/prog08wsc.htm</a></p>",

year = "2008",

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booktitle = "Proceedings of the 40th Conference on Winter Simulation (WSC 08)",

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T1 - Enhanced bandwidth-delay based routing algorithm for a packet-switched virtual call centre environment

AU - Adetunji, Akinbola

AU - Larijani, Hadi

N1 - <p>Paper presented at the 40th Conference on Winter Simulation (WSC 08), Miami, USA, 7-10 December 2008. Conference webiste: <a href="http://wintersim.org/prog08wsc.htm">http://wintersim.org/prog08wsc.htm</a></p>

PY - 2008/1/1

Y1 - 2008/1/1

N2 - 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.

AB - 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.

KW - virtual call centre

KW - communication technologies

KW - routing algorithm

M3 - Conference contribution

SN - 9781424427086

BT - Proceedings of the 40th Conference on Winter Simulation (WSC 08)

PB - ACM

ER -