eprintid: 383
rev_number: 13
eprint_status: archive
userid: 7
dir: disk0/00/00/03/83
datestamp: 2011-11-26 20:24:37
lastmod: 2015-05-29 20:00:25
status_changed: 2011-11-26 20:25:00
type: report
metadata_visibility: show
item_issues_count: 0
creators_name: Heilio, M.
creators_name: Luczak, M.
creators_name: Ommeren, J.C.W.
creators_name: Scheinhardt, W.R.W.
title: Multi-media Call Centres
ispublished: pub
subjects: discrete
subjects: telecom
studygroups: esgi39
full_text_status: public
abstract: We consider a multi-media call centre answering customer requests as a queueing network with priority classes. We use differential equations to analyse its performance as the system becomes large and approaches a 'fluid limit'. We also suggest how to approximate average delays using existing algorithms for
the classical M/ G/ c queueing model.
date: 2000
citation:   Heilio, M. and Luczak, M. and Ommeren, J.C.W. and Scheinhardt, W.R.W.  (2000) Multi-media Call Centres.  [Study Group Report]     
document_url: http://miis.maths.ox.ac.uk/miis/383/1/Multi-media-call-centres.pdf