Routing with a bandwidth based algorithm in virtual call centres

In this paper, the effects of bandwidth availability on the performance of a virtual call centre (VCC) network are studied. Several algorithms have been proposed to support VCC networks over the past few years, however none of these algorithms has been tested against an IP-based VCC network. This paper addresses this issue by considering and comparing the JSQ, MED, and GRR algorithms with an algorithm known-as bandwidth-delay based routing algorithm (BDRA). In proposing a new call routing algorithm, it is important to examine its functionalities and properties with accurate analysis and modeling. For this reason models were designed, implemented, and verified using an OPNET simulator to act as a test bed for the routing algorithms. The simulation results from this study shows that the BDRA call routing algorithm outperforms other call routing algorithms it was compared with, especially during periods of medium to high bandwidth contention.