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Analysis of Communication Networks: Call Centres, Traffic and Performance
Edited by: David R. McDonald, University of Ottawa, ON, Canada, and Stephen R. E. Turner, University of Cambridge, England
A co-publication of the AMS and Fields Institute.
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Fields Institute Communications
2000; 200 pp; hardcover
Volume: 28
ISBN-10: 0-8218-1991-7
ISBN-13: 978-0-8218-1991-3
List Price: US$87
Member Price: US$69.60
Order Code: FIC/28
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This volume consists of the proceedings of the Workshop on Analysis and Simulation of Communication Networks held at The Fields Institute (Toronto). The workshop was divided into two main themes, entitled "Stability and Load Balancing of a Network of Call Centres" and "Traffic and Performance".

The call center industry is large and fast-growing. In order to provide top-notch customer service, it needs good mathematical models. The first part of the volume focuses on probabilistic issues involved in optimizing the performance of a call center. While this was the motivating application, many of the papers are also applicable to more general distributed queueing networks.

The second part of the volume discusses the characterization of traffic streams and how to estimate their impact on the performance of a queueing system. The performance of queues under worst-case traffic flows or flows with long bursts is treated. These studies are motivated by questions about buffer dimensioning and call admission control in ATM or IP networks.

This volume will serve researchers as a comprehensive, state-of-the-art reference source on developments in this rapidly expanding field.

Titles in this series are co-published with the Fields Institute for Research in Mathematical Sciences (Toronto, Ontario, Canada).

Readership

Graduate students and research mathematicians interested in operations research, mathematical programming, and management science.

Table of Contents

  • A. R. Ward and W. Whitt -- Predicting response times in processor-sharing queues
  • D. A. Stanford and W. K. Grassmann -- Bilingual server call centres
  • R. J. Williams -- On dynamic scheduling of a parallel server system with complete resource pooling
  • Y. C. Teh -- Dynamic scheduling for queueing networks derived from discrete-review policies
  • S. R. E. Turner -- Large derviations for join the shorter queue
  • D. R. McDonald and S. R. E. Turner -- Comparing load balancing algorithms for distributed queueing networks
  • P. W. Glynn and A. J. Zeevi -- Estimating tail probabilities in queues via extremal statistics
  • G. Kesidis and T. Konstantopoulos -- Extremal traffic and worst-case performance for queues with shaped arrivals
  • D. J. Daley and R. A. Vesilo -- Long range dependence of inputs and outputs of some classical queues
  • S. Grishechkin, M. Devetsikiotis, I. Lambadaris, and C. Hobbs -- On `catastrophic' behavior of queueing networks
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