TY - GEN
T1 - Modeling of a load balancer for Call Center Systems
AU - Sandoval, Henry Armando Rizo
AU - Arboleda, Luis Carlos Trujillo
AU - Ramirez Espinosa, Gustavo Adolfo
N1 - Publisher Copyright:
© 2015 IEEE.
PY - 2015/7/7
Y1 - 2015/7/7
N2 - Due to the rapid growth of Call Center Companies, alternatives for balancing calls between multiple servers where the agents are connected (ACD1 servers), and that allow the increase of the operation capacity without compromising the performance and quality of service are needed. Currently, load balancing algorithms usually address the problem for a set of geographically separated Call Centers (VCC: Virtual Call Centers), which are connected through data links and whose metric is the bandwidth. There are also load balancers for SIP2 servers that implement algorithms focused on this protocol. In this paper, a load balancer is modeled for Call Center systems which enables the distribution of calls between multiple ACD servers that are interconnected in a Local Area Network (LAN). This work was done by implementing Generalized Round Robin (GRR) algorithm and Minimum Expected Delay (MED) algorithm under two scenarios: homogeneous, i.e., same number of agents connected to multiple ACD servers; and heterogeneous i.e., different number of agents connected to multiple ACD servers. Finally we present a hybrid algorithm called Minimum Expected Delay Modified (MED) that improves agent utilization in each of ACD servers.
AB - Due to the rapid growth of Call Center Companies, alternatives for balancing calls between multiple servers where the agents are connected (ACD1 servers), and that allow the increase of the operation capacity without compromising the performance and quality of service are needed. Currently, load balancing algorithms usually address the problem for a set of geographically separated Call Centers (VCC: Virtual Call Centers), which are connected through data links and whose metric is the bandwidth. There are also load balancers for SIP2 servers that implement algorithms focused on this protocol. In this paper, a load balancer is modeled for Call Center systems which enables the distribution of calls between multiple ACD servers that are interconnected in a Local Area Network (LAN). This work was done by implementing Generalized Round Robin (GRR) algorithm and Minimum Expected Delay (MED) algorithm under two scenarios: homogeneous, i.e., same number of agents connected to multiple ACD servers; and heterogeneous i.e., different number of agents connected to multiple ACD servers. Finally we present a hybrid algorithm called Minimum Expected Delay Modified (MED) that improves agent utilization in each of ACD servers.
KW - Automatic Call Distributor (ACD)
KW - Call Center
KW - Call Routing Algorithms
KW - Load Balancing
KW - Queue of Calls
UR - http://www.scopus.com/inward/record.url?scp=84945333176&partnerID=8YFLogxK
U2 - 10.1109/ColComCon.2015.7152092
DO - 10.1109/ColComCon.2015.7152092
M3 - Conference contribution
AN - SCOPUS:84945333176
T3 - 2015 IEEE Colombian Conference on Communications and Computing, COLCOM 2015 - Conference Proceedings
BT - 2015 IEEE Colombian Conference on Communications and Computing, COLCOM 2015 - Conference Proceedings
A2 - Rodriguez P, Yuli Andrea
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 2015 IEEE Colombian Conference on Communications and Computing, COLCOM 2015
Y2 - 13 May 2015 through 15 May 2015
ER -