Title: Modelling and analysis of VoIP call centre server performance with impatient callers, re-service, service interruption and buffer search

Authors: R. Preena; D. Sumitha

Addresses: Department of Mathematics, Avinashilingam Institute for Home Science and Higher Education for Women, Coimbatore, Tamil Nadu, India ' Department of Science and Humanities, Avinashilingam Institute for Home Science and Higher Education for Women, Coimbatore, Tamil Nadu, India

Abstract: The paper investigates a retrial queueing scenario in a voice over internet protocol (VoIP) call centre. A single server with two stage service process is considered with the initial phase being the obligatory phase of service and the additional phase being the selective phase of service. The incoming calls arrive in multiple voice packets in accordance with the Poisson process. The system focuses on the behaviour of the caller and the server. Caller behaviour comprises of the impatient callers and callers opting for re-service. Server behaviour comprises of buffer search and service interruption followed by the immediate repair process. After the repair completion, the server continues the service for the interrupted caller. The steady state equations are framed for the system and performance measures are derived using supplementary variable technique. Numerical analysis and cost analysis are presented to analyse the performance of the system.

Keywords: incoming calls; impatient caller; service interruption; re-service; buffer search.

DOI: 10.1504/IJMMNO.2025.147577

International Journal of Mathematical Modelling and Numerical Optimisation, 2025 Vol.15 No.3, pp.270 - 291

Received: 18 Feb 2025
Accepted: 29 Apr 2025
Published online: 21 Jul 2025 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article