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

advantage and enhanced profits.
(Appears also in Section VIII.)
10. Bakshi, Y., A.H. Diaz, K. Meier Hellstern, R.A. Milito and R. Skoog. Overload control in a
distributed system. Teletraffic Contributions for the Information Age. Proceedings of the 15th
International Teletraffic Congress, ITC-15. Elsevier, Amsterdam, The Netherlands, 1997, 571–
582.
Abstract. A new algorithm for the joint call distribution and overload control in a distributed
environment is proposed and evaluated. The algorithm, which falls into the category of direct
adaptive control methods, integrates three mechanisms: (i) adaptive throttling; (ii) adaptive call
allocation; (iii) call routing. The throttling mechanism adjusts the arrival rejection rate to meet
performance requirements, the call allocation mechanism adaptively determines the fractions of
calls to be assigned to different nodes, and the call routing ensures the regularity of the routing
sequence that meets the allocated fractions (including the fraction of rejections).
Keywords: Overload control, Distributed system, Joint call distribution, Direct adaptive control
methods, Adaptive throttling, Adaptive call allocation, Call routing, Arrival rejection rate,
Routing sequence, Distributed overload control
11. Gordon, J.J., K. Murti and A. Rayes. Overview of Internet traffic issues on the PSTN. Teletraffic
Contributions for the Information Age. Proceedings of the 15th International Teletraffic
Congress, ITC-15. Elsevier, Amsterdam, The Netherlands, 1997, 643–652.
Abstract. Recent evidence indicates that Internet traffic is saturating the public switched
telephone network (PSTN). Methods must be developed to traffic-engineer and administer the
network so that an extensive range of data and voice services can be provided at reasonable
cost. Traffic engineering methods must determine the sufficient capacity to meet the anticipated
demand while meeting different grade-of-service (GoS) objectives, and ensure that the capacity
is not so excessive as to render network services uneconomical. In order to engineer and administer
the network effectively traffic engineers must recognize and deal with a variety of new traffic
characteristics and be able to evaluate their effects and the factors that affect them. This paper
addresses the impacts of Internet traffic on the PSTN. It includes an overview of the behavior of
the combined voice and data traffic such as long holding time distribution, call arrival patterns,
call retrials, peakedness and traffic variation, and engineering periods.
Keywords: Internet traffic, PSTN, Public switched telephone network, Data services, Voice
services, Traffic engineering, Capacity, Grade-of-service, Network services, Holding time distribution,
Call arrival patterns, Call retrials, Peakedness, Traffic variation
12. Xia, P. Knowledge discovery in integrated call centers: a framework for effective customer-driven
marketing. Proceedings of the Third International Conference on Knowledge Discovery and Data
Mining. AAAI Press, Menlo Park, CA, USA, 1997, 279–282.
Abstract. As call centers become more pervasive, the customers seek individualized service and
greater attention. The call centers are becoming the contact centers-a one-stop, single interface
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