Performance comparison of call routing algorithms over virtual call centres

A. Adetunji, A. Sharabi, H. Larijani, M. Mannion

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Call routing is a vital technique required to achieve a functioning virtual call centre (VCC). Several algorithms have been proposed to support call routing for VCCs over the past few years. When proposing a new call routing algorithm, it is critical to determine its precise scope and evaluate it with accurate modelling of the underlying protocols and communication mechanisms. However, there has been comparatively little activity in the area of performance comparison of call routing algorithms for VCCs. This paper addresses this issue by developing a working virtual call centre model to act as a test bed for each routing algorithm. Three well-known call routing algorithms, namely JSQ, MED and GRR, have been considered in this study. Our simulation results show that the MED routing algorithm outperforms other call routing algorithms. Moreover, we identify a direct relationship between the different performances metrics used in the comparison.
Original languageEnglish
Title of host publication18th Annual IEEE International Symposium on Personal, Indoor and Mobile Radio Communications
Subtitle of host publicationPIMRC '07 / Athens, Greece. 3 -7 September 2007, Athens Hilton
PublisherIEEE
Number of pages5
ISBN (Electronic)978-1-4244-1144-3
ISBN (Print)978-1-4244-1143-6
DOIs
Publication statusPublished - 7 Sep 2007

Publication series

Name2007 IEEE 18th International Symposium on Personal, Indoor and Mobile Radio Communications
PublisherIEEE
ISSN (Print)2166-9570
ISSN (Electronic)2166-9589

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Keywords

  • routing protocols
  • testing
  • delay
  • circuit simulation
  • land mobile radio
  • mobile communication
  • performance gain
  • analytical models
  • performance analysis
  • intelligent networks

Cite this

Adetunji, A., Sharabi, A., Larijani, H., & Mannion, M. (2007). Performance comparison of call routing algorithms over virtual call centres. In 18th Annual IEEE International Symposium on Personal, Indoor and Mobile Radio Communications: PIMRC '07 / Athens, Greece. 3 -7 September 2007, Athens Hilton (2007 IEEE 18th International Symposium on Personal, Indoor and Mobile Radio Communications). IEEE. https://doi.org/10.1109/PIMRC.2007.4394193