Design and implementation of a Marking Strategy to Increase the Contactability in the Call Centers, Based on Machine Learning

Jamar is a company that belongs to the furniture sector, which manufactures and sells furniture and accessories for the home. Customer calls are one of the most trusted channels used in contact centers. Currently, the contactability indicator has a goal of 40% and is at 31%. The enemies of the efficiency of this channel are the terrible dimensioning, customers who evade answering these calls by identifying the numbers, non-market numbers in the databases, failures in the technological resources. Therefore, a proposal was made to design and implement a marking strategy in the call center, supported by a statistical model for dimensioning. Likewise, emerging technology such as Machine Learning is performed to help the marking strategy in outbound campaigns, reconfiguration of the dialplan to make it more efficient, and a redundant architecture design in the operators. Basic concepts of Teletraffic are explained, showing its primary functions, relevant for the management of the company's telephone system. In the same way, fundamentals of the Asterisk IP PBX are exposed, one of the most used in our environment due to its versatility and low implementation cost. The methodology of descriptive and applied research is used for the development of the project. The results and discussion show the dialing strategy and some call statistics from previous years, necessary to establish a correct dimensioning of the solution. The proposed solution allows having redundancy management for SIP and trunk operators, to have backup and reliability in case of failure

Reliable Server Pooling - Evaluierung, Optimierung und Erweiterung einer neuen IETF-Architektur

The Reliable Server Pooling (RSerPool) architecture currently under standardization by the IETF RSerPool Working Group is an overlay network framework to provide server replication and session failover capabilities to applications using it. These functionalities as such are not new, but their combination into one generic, application-independent framework is. Initial goal of this thesis is to gain insight into the complex RSerPool mechanisms by performing experimental and simulative proof-of-concept tests. The further goals are to systematically validate the RSerPool architecture and its protocols, provide improvements and optimizations where necessary and propose extensions if useful. Based on these evaluations, recommendations to implementers and users of RSerPool should be provided, giving guidelines for the tuning of system parameters and the appropriate configuration of application scenarios. In particular, it is also a goal to transfer insights, optimizations and extensions of the RSerPool protocols from simulation to reality and also to bring the achievements from research into application by supporting and contributing relevant results to the IETF's ongoing RSerPool standardization process. To achieve the described goals, a prototype implementation as well as a simulation model are designed and realized at first. Using a generic application model and appropriate performance metrics, the performance of RSerPool systems in failure-free and server failure scenarios is systematically evaluated in order to identify critical parameter ranges and problematic protocol behaviour. Improvements developed as result of these performance analyses are evaluated and finally contributed into the standardization process of RSerPool