The Call-center: Development of algorithm routings of calls

2012 11th International Conference on Actual Problems of Electronic Instrument Engineering, APEIE 2012 - Proceedings

Volumn , Issue , 2012, Pages 211-213

  Sherstneva, A ^a  

^a SIBERIAN STATE UNIVERSITY OF TELECOMMUNICATIONS AND INFORMATION SCIENCES   (Russian Federation)

Author keywords

algorithm; routing; The Call center; timeout

Indexed keywords

CALL CENTERS; GENERALIZED ALGORITHMS; MONITORING AND MANAGEMENT; ROUTING; ROUTINGS; TIMEOUT;

ELECTRONICS INDUSTRY; INFORMATION MANAGEMENT;

ALGORITHMS;

EID: 84890278733     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/APEIE.2012.6629175     Document Type: Conference Paper

References (5)

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3. Rosljakov A. V., Samsonov M. J., ShibaevaI. V. Center of service of calls (Call Centre) / M.: Eko-Trends, 2002.-272 p. (in Russia).
4. Avishai Mandelbaum, Sergey Zeltyn. The Palm/Erlang-A Queue, with Applications to Call Centers (Israel); It is published 19. 07. 2005.-42 p.
5. Sherstneva A. A., Sherstneva O. G. The Call centre. Algorithm of functioning in view of repeated calls // "Mobile communications", Moscow, 2010, 8. pp. 38-44. (in Russia).