Title :
Performance analysis of the Outbound Call Management system
Author_Institution :
AT&T Bell Lab., Middletown, NJ, USA
Abstract :
The Outbound Call Management (OCM) system automatically dials phone numbers from a long predetermined list for human agents. A technique is provided to determine the number of calls to launch for the Outbound Call Management system to achieve a good agent efficiency performance measure, giving the queuing tolerance level. Subsequently, an approximate method is introduced that calculates the efficiency of the system, and the number of trunks required, along with the probability that a called customer will join a queue due to lack of agents
Keywords :
automatic telephone systems; queueing theory; Outbound Call Management system; automatic telephone systems; efficiency; queuing tolerance level; Databases; Guidelines; Performance analysis; Queueing analysis; Statistics;
Conference_Titel :
INFOCOM '89. Proceedings of the Eighth Annual Joint Conference of the IEEE Computer and Communications Societies. Technology: Emerging or Converging, IEEE
Conference_Location :
Ottawa, Ont.
Print_ISBN :
0-8186-1920-1
DOI :
10.1109/INFCOM.1989.101477
