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3G Long Term Evolution (LTE) is an all internet protocol (IP) based network and one of its main aims is to improve mobile multimedia services. This is achieved through streamlining the system for packet services. This leads to improvements in the form of higher bit rates, lower latencies, and a variety of service offerings. However, more challenging technical difficulties may be expected to arise...
Voice over IP (VoIP) is an emerging service and has gained popularity in recent years. The most challenging task for a service provider is to provide and monitor better voice quality. The nature of quality of service (QoS) in VoIP networks is very variable and hence it is important to be able to measure the QoS offered by the system in real time with a low computational cost. In this paper, we discuss...
Traditionally call centres were based on circuit-switched systems. But with the advancement of communication technologies, call centres have shifted to packet-switched systems. This packet-switched system aids the creation of virtual call centre environments. The current dynamic routing algorithms used for circuit-switched systems do not fully support packet-switched virtual call centre environments...
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...
Call routing is a vital technique required to achieve a functioning virtual call centre (VCC). Several algorithms have been proposed to support call routing for VCCs over the past few years. When proposing a new call routing algorithm, it is critical to determine its precise scope and evaluate it with accurate modelling of the underlying protocols and communication mechanisms. However, there has been...
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