Two Way Communication Retrial Queues with Balanced Call Blending

@inproceedings{PhungDuc2012TwoWC,
  title={Two Way Communication Retrial Queues with Balanced Call Blending},
  author={Tuan Phung-Duc and Wouter Rogiest},
  booktitle={ASMTA},
  year={2012}
}
In call centers, call blending consists in the mixing of incoming and outgoing call activity. Artalejo and Phung-Duc recently provided an apt model for such a setting, with a two way communication retrial queue. However, by assuming a classical (proportional) retrial rate for the incoming calls, the outgoing call activity is largely blocked when many incoming calls are in orbit, which may be unwanted, especially when outgoing calls are vital to the service offered. In this paper, we assume a… CONTINUE READING

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