A retrial BMAP/SM/1 system with linear repeated requests
Queueing Systems: Theory and Applications
Queueing Systems: Theory and Applications
A Novel Approach for Phase-Type Fitting with the EM Algorithm
IEEE Transactions on Dependable and Secure Computing
Queueing Systems: Theory and Applications
Efficient phase-type fitting with aggregated traffic traces
Performance Evaluation
Trace data characterization and fitting for Markov modeling
Performance Evaluation
A Heuristic Approach for Fitting MAPs to Moments and Joint Moments
QEST '09 Proceedings of the 2009 Sixth International Conference on the Quantitative Evaluation of Systems
Designing a call center with an IVR (Interactive Voice Response)
Queueing Systems: Theory and Applications
Call center operation model as a MAP/PH/N/R-N system with impatient customers
Problems of Information Transmission
A queueing system with batch arrival of customers in sessions
Computers and Industrial Engineering
Queueing system BMAP/G/1 with repeated calls
Mathematical and Computer Modelling: An International Journal
Accessible bibliography on retrial queues
Mathematical and Computer Modelling: An International Journal
Accessible bibliography on retrial queues: Progress in 2000-2009
Mathematical and Computer Modelling: An International Journal
Computers and Industrial Engineering
Computers and Industrial Engineering
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We consider a multi-server queuing system with retrial customers to model a call center. The flow of customers is described by a Markovian arrival process (MAP). The servers are identical and independent of each other. A customer's service time has a phase-type distribution (PH). If all servers are busy during the customer arrival epoch, the customer moves to the buffer with a probability that depends on the number of customers in the system, leaves the system forever, or goes into an orbit of infinite size. A customer in the orbit tries his (her) luck in an exponentially distributed arbitrary time. During a waiting period in the buffer, customers can be impatient and may leave the system forever or go into orbit. A special method for reducing the dimension of the system state space is used. The ergodicity condition is derived in an analytically tractable form. The stationary distribution of the system states and the main performance measures are calculated. The problem of optimal design is solved numerically. The numerical results show the importance of considering the MAP arrival process and PH service process in the performance evaluation and capacity planning of call centers.