Quality assessment of the contact center while implementation the IP IVR system by using teletraffic theory

The paper considers the form of taking into account the specialization of information needs. An analysis of the work of modern call centers has been carried out. The authors noted the effectiveness of using IVR devices, operators, and consultants for differentiated customer service and the need to take feedback into account when forming the revenue stream of applications. The models make it possible to determine the leading indicators of the quality of service for applications arriving at the call center. Formal expressions for descriptions are derived from the input parameters' values and the model's stationary probability. The relationships between the characteristics of the call center that regulate the intensity of incoming and outgoing calls, call processing through 3CXPhone, corporate mail, and social networks were obtained using Global Statistic. The developed methodology for organizing information and reference systems makes it possible to consider modern trends in the development of call centers. The paper presents the results of research using the IP IVR system. The results of calculating service characteristics are given for two different types of calls with mixed order ω=(0.5; 0.7; 0.9). The presented results were obtained by using experimental data of the JSC Kazakhtelecom's call center. For the calculations, the authors used the formulas of the teletraffic theory for a mixed service system. It also assesses the extent of combined service model effects for the contact center's call quality. It is shown that the probability of lost calls depends on the incoming load. The obtained results show that the mixed order for incoming calls servicing affects the probability of service failure.

Data Pre-Processing Procedures at the Call Cente

The procedures for pre-processing the data of the electronic call management system is implemented in the emergency call center. The purpose of the procedures is to process the raw data entered into the system to obtain statistical data. These procedures, in parallel with data entry, allow data to be converted and stored for later use. Following the introduction of this method, when receiving a statistical request, it is no longer necessary to reperform the procedure, because the data is already stored in the desired form. As a result, the duration of the work to be performed and the required hardware resources are reduced. We analyze the advantages and disadvantages of the data pre-processing method. Also the parameters needed to calculate the average processing time – one of the most important statistical indicators of an electronic system – are given. The paper presents a table corresponding to the example of calculating the average time of call processing. It also shows a formula for calculating the full-time processing time, which is based on the use of simple operations only and does not require much time and hardware resources.

Research on Design of Program - Controlled Switches

In the 1990s, the development of program-controlled switches in our country has experienced the development process from thescratch; especially the successful development of large-scale program-controlled switches has brought great vitality to our informationindustry. This time, I mainly introduced to ZTE ZXJ10 program-controlled switchboard to design distributed modularization in programcontrolledswitch. ZXJ10 digital program-controlled switching system is distributed between modules, module classification control,centralized management of the open architecture, based on general computer platform, LAN technology as the support, client/server modeto control the basic form of structure, in order to make the system has flexible networking ability, strong call processing capability, highreliability, good compatibility and expansibility.

The Formal Design Model of a Telephone Switching System (TSS)

A typical real-time system, the Telephone Switching System (TSS), is a highly complicated system in design and implementation. This paper presents the formal design, specification, and modeling of the TSS system using a denotational mathematics known as Real-Time Process Algebra (RTPA). The conceptual model of the TSS system is introduced as the initial requirements for the system. Then, the architectural model of the TSS system is created using the RTPA architectural modeling methodologies and refined by a set of Unified Data Models (UDMs). The static behaviors of the TSS system are specified and refined by a set of Unified Process Models (UPMs) such as call processing and support processes. The dynamic behaviors of the TSS system are specified and refined by process priority allocation, process deployment, and process dispatching models. Based on the formal design models of the TSS system, code can be automatically generated using the RTPA Code Generator (RTPA-CG), or be seamlessly transformed into programs by programmers. The formal model of TSS may not only serve as a formal design paradigm of real-time software systems, but also a test bench of the expressive power and modeling capability of exiting formal methods in software engineering.