Enhanced Bandwidth-Delay Based Routing Algorithm for a packet-switched virtual call centre environment

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. Call centre data collected from a real-call centre was utilised to aid our model development, validation and scenario ge...

• Type: Conference
• Year: 2008
• Where: WSC
• Authors: Akinbola Adetunji, Hadi Larijani
• Keywords: Circuit-switched Systems, Hybrid Routing Algorithm, Modeling And Simulation, Routing Algorithm, WSC 2008