CALL CENTERS (CENTRES) - Faculty of Industrial Engineering and ...

VI Information and Telecommunication Technology, Artificial Intelligence,
Multi-agent Systems
1. Hirvela, R.J. The application of computer controlled PCM switching to automatic call distribution.
Communications Systems and Technology Conference. IEEE, New York, NY, USA, 1974,
66–74.
Abstract. This paper describes a new computer controlled Automatic Call Distribution (ACD)
System which represents the first application of these technologies to call distribution. The ACD
switching function is provided by a time division PCM switching matrix which has a capacity
of up to 1536 digital voice channels. The call processing is performed by a computer control
system which also provides system management information as an integral part of the system.
Keywords: Automatic telephone systems, Communications applications of computers, Pulse
code modulation, Switching systems, Telephone-exchanges, Computer-controlled PCM switching,
Automatic call distribution
2. Cavanaugh, J.R., R.W. Hatch and J.L. Sullivan. Transmission rating model for use in planning
telephone networks, IEEE, 1983, 683–688.
Abstract. Customer opinions are an important element in transmission planning for the telephone
network. Since the invention of the telephone, considerable effort has been expended in
estimating customer assessment of transmission quality. Subjective test results have been used
to formulate models. These models, in the form of smooth functions which permit interpolation
to allow examination of specific impairment values of interest, have been used to provide
transmission performance estimates for guiding evolution of the telephone network.
This paper first considers a previous model which covered the subjective effects of loss, circuit
noise and talker echo (reported at NTC76) updated to reflect an IEEE loudness loss method
(rather than the loudness loss method for the original model). This is followed by discussion of
model extensions to cover listener echo, quantization noise, band width/attenuation distortion,
room noise, side-tone and echo control devices. Then the paper outlines several studies in which
the expanded model has been extensively used to study transmission quality of telephone connections
as a function of the various impairments. The paper concludes with some illustrative
examples demonstrating use of the model including comments on possible interpretation of results.
(Appears also in Section III.)
3. Basso, Richard J., Hugh J. Beuscher, Iris, S. Dowden, Richard J. Plereth and Samuel M. Salchenberger.
OSPS system architecture, AT&T Technical Journal, 1989, 9–24.
Abstract. Operator services position system (OSPS) architecture builds on the 5ESS switch
Integrated Services Digitial Network (ISDN) base to provide modern, flexible operator services.
This article details some major operator system innovations provided by the OSPS system architecture.
121