Dynamic routing policies for multi-skill call centers

We consider the problem of routing calls dynamically in a multiskill call center. Calls from different skill classes are offered to the call center according to a Poisson process. The agents in the center are grouped according to their heterogeneous skill sets that determine the classes of calls they can serve. Each agent group serves calls with independent exponentially distributed service times. We consider two scenarios. The first scenario deals with a call center with no buffers in the system, so that every arriving call either has to be routed immediately or has to be blocked and is lost. The objective in the system is to minimize the average number of blocked calls. The second scenario deals with call centers consisting of only agents that have one skill and fully cross-trained agents, where calls are pooled in common queues. The objective in this system is to minimize the average number of calls in the system. We obtain nearly optimal dynamic routing policies that are scalable with the problem instance and can be computed online. The algorithm is based on one-step policy improvement using the relative value functions of simpler queuing systems. Numerical experiments demonstrate the good performance of the routing policies. Finally, we discuss how the algorithm can be used to handle more general cases with the techniques described in this article. © 2009 Cambridge University Press

Performance of Computer Systems; Proceedings of the 4th International Symposium on Modelling and Performance Evaluation of Computer Systems, Vienna, Austria, February 6-8, 1979

These proceedings are a collection of contributions to computer system performance, selected by the usual refereeing process from papers submitted to the symposium, as well as a few invited papers representing significant novel contributions made during the last year. They represent the thrust and vitality of the subject as well as its capacity to identify important basic problems and major application areas. The main methodological problems appear in the underlying queueing theoretic aspects, in the deterministic analysis of waiting time phenomena, in workload characterization and representation, in the algorithmic aspects of model processing, and in the analysis of measurement data. Major areas for applications are computer architectures, data bases, computer networks, and capacity planning. The international importance of the area of computer system performance was well reflected at the symposium by participants from 19 countries. The mixture of participants was also evident in the institutions which they represented: 35% from universities, 25% from governmental research organizations, but also 30% from industry and 10% from non-research government bodies. This proves that the area is reaching a stage of maturity where it can contribute directly to progress in practical problems

Preemption control of multi-class loss networks

This thesis addresses the analysis and optimization of preemption in multi-class loss networks. Preemption, admission control and rate adaptation, are control mechanisms that enable loss network operators to provide quality of service (QoS) guarantees for admitted calls. This research includes two parts: i) performance characterization of a two parallel link loss network servicing multiple classes of calls under a speci c preemption and admission policy, and ii) preemption and admission control policy analysis for a single loss link servicing two classes of calls.In Part I, we consider a two parallel link multi-class loss network, where a call may preempt, if necessary, any calls with lower priorities and may in turn be preempted by any calls with higher priorities. The preemption policy permits both preemption from a preferred link to a backup link if possible, and eviction from either link if necessary. Our contributions in this part include: i) characterizing the rates of each class causing preemption of active lower priority calls, and therates of each class being preempted by an arriving higher priority call in Erlang-B functions when all classes share a common service rate; ii) simple expressions of these preemption rates through uniform asymptotic approximation; and iii) asymptotic approximation of these preemption rates using nearly completely decomposable (NCD) Markov chain techniques when classes have individual service rates.After analyzing the performance of a typical policy, we would also like to study various policies. In Part II, we analyze di erent preemption and admission control policies for a two-class loss link where per-class revenue is earned per unit time for each active call, and an instantaneous preemption cost is incurred whenever the preemption mechanism is employed. Our contributions in this part include: i) showing that under reasonable reward models, if we always preempt when the link is full, then it is better not to preempt at non-full states; ii) a su cient condition under which the average revenue of optimal preemption policy without admission control exceeds that of optimal admission control policy without preemption, which are established via policy improvement theorems fromstochastic dynamic programming.Ph.D., Computer Engineering -- Drexel University, 201

Design and implementation of simulation tools, protocols and architectures to support service platforms on vehicular networks

Tesis por compendioProducts related with Intelligent Transportation Systems (ITS) are becoming a reality on our roads. All car manufacturers are starting to include Internet access in their vehicles and to integrate smartphones directly from the dashboard, but more and more services will be introduced in the near future. Connectivity through "vehicular networks" will become a cornerstone of every new proposal, and offering an adequate quality of service is obviously desirable. However, a lot of work is needed for vehicular networks to offer performances similar to those of the wired networks. Vehicular networks can be characterized by two main features: high variability due to mobility levels that can reach up to 250 kilometers per hour, and heterogeneity, being that various competing versions from different vendors have and will be released. Therefore, to make the deployment of efficient services possible, an extensive study must be carried out and adequate tools must be proposed and developed. This PhD thesis addresses the service deployment problem in these networks at three different levels: (i) the physical and link layer, showing an exhaustive analysis of the physical channel and models; (ii) the network layer, proposing a forwarding protocol for IP packets; and (iii) the transport layer, where protocols are proposed to improve data delivery. First of all, the two main wireless technologies used in vehicular networks where studied and modeled, namely the 802.11 family of standards, particularly 802.11p, and the cellular networks focusing on LTE. Since 802.11p is a quite mature standard, we defined (i) a propagation and attenuation model capable of replicating the transmission range and the fading behavior of real 802.11p devices, both in line-of-sight conditions and when obstructed by small obstacles, and (ii) a visibility model able to deal with large obstacles, such as buildings and houses, in a realistic manner. Additionally, we proposed a model based on high-level performance indicators (bandwidth and delay) for LTE, which makes application validation and evaluation easier. At the network layer, a hybrid protocol called AVE is proposed for packet forwarding by switching among a set of standard routing strategies. Depending on the specific scenario, AVE selects one out of four different routing solutions: a) two-hop direct delivery, b) Dynamic MANET On-demand (DYMO), c) greedy georouting, and d) store-carry-and-forward technique, to dynamically adapt its behavior to the specific situation. At the transport layer, we proposed a content delivery protocol for reliable and bidirectional unicast communication in lossy links that improves content delivery in situations where the wireless network is the bottleneck. It has been designed, validated, optimized, and its performance has been analyzed in terms of throughput and resource efficiency. Finally, at system level, we propose an edge-assisted computing model that allows reducing the response latency of several queries by placing a computing unit at the network edge. This way, traffic traversal through the Internet is avoided when not needed. This scheme could be used in both 802.11p and cellular networks, and in this thesis we decided to focus on its evaluation using LTE networks. The platform presented in this thesis combines all the individual efforts to create a single efficient platform. This new environment could be used by any provider to improve the quality of the user experience obtainable through the proposed vehicular network-based services.Los productos relacionados con los Sistemas Inteligentes de Transporte (ITS) se están transformando en una realidad en nuestras carreteras. Todos los fabricantes de coches comienzan a incluir acceso a internet en sus vehículos y a facilitar su integración con los teléfonos móviles, pero más y más servicios se introducirán en el futuro. La conectividad usando las "redes vehiculares" se convertirá en la piedra angular de cada nueva propuesta, y ofrecer una calidad de servicio adecuada será, obviamente, deseable. Sin embargo, se necesita una gran cantidad de trabajo para que las redes vehiculares ofrezcan un rendimiento similar al de las redes cableadas. Las redes vehiculares quedan definidas por sus dos características básicas: alto dinamismo, pues los nodos pueden alcanzar una velocidad relativa de más de 250 km/h; y heterogeneidad, por la gran cantidad de propuestas diferentes que los fabricantes están lanzando al mercado. Por ello, para hacer posible el despliegue de servicios sobre ellas, se impone la necesidad de hacer un estudio en profundidad de este entorno, y deben de proponerse y desarrollarse las herramientas adecuadas. Esta tesis ataca la problemática del despliegue de servicios en estas redes a tres niveles diferentes: (i) el nivel físico y de enlace, mostrando varios análisis en profundidad del medio físico y modelos derivados para su simulación; (ii) el nivel de red, proponiendo un protocolo de difusión de la información para los paquetes IP; y (iii) el nivel de transporte, donde otros protocolos son propuestos para mejorar el rendimiento del transporte de datos. En primer lugar, se han estudiado y modelado las dos principales tecnologías inalámbricas que se utilizan para la comunicación en redes vehiculares, la rama de estándares 802.11, en concreto 802.11p; y la comunicación celular, en particular LTE. Dado que el estándar 802.11p es un estándar bastante maduro, nos centramos en crear (i) un modelo de propagación y atenuación capaz de replicar el rango de transmisión de dispositivos 802.11p reales, en condiciones de visión directa y obstrucción por pequeños obstáculos, y (ii) un modelo de visibilidad capaz de simular el efecto de grandes obstáculos, como son los edifcios, de una manera realista. Además, proponemos un modelo basado en indicadores de rendimiento de alto nivel (ancho de banda y retardo) para LTE, que facilita la validación y evaluación de aplicaciones. En el plano de red, se propone un protocolo híbrido, llamado AVE, para el encaminamiento y reenvío de paquetes usando un conjunto de estrategias estándar de enrutamiento. Dependiendo del escenario, AVE elige entre cuatro estrategias diferentes: a) entrega directa a dos saltos, b) Dynamic MANET On-demand (DYMO) c) georouting voraz, y d) una técnica store-carry-and- forward, para adaptar su comportamiento dinámicamente a cada situación. En el plano de transporte, se propone un protocolo bidireccional de distribución de contenidos en canales con pérdidas que mejora la entrega de contenidos en situaciones en las que la red es un cuello de botella, como las redes inalámbricas. Ha sido diseñado, validado, optimizado, y su rendimiento ha sido analizado en términos de productividad y eficiencia en la utilización de recursos. Finalmente, a nivel de sistema, proponemos un modelo de computación asistida que permite reducir la latencia en la respuesta a muchas consultas colocando una unidad de computación en el borde de la red, i.e., la red de acceso. Este esquema podría ser usado en redes basadas en 802.11p y en redes celulares, si bien en esta tesis decidimos centrarnos en su evaluación usando redes LTE. La plataforma presentada en esta tesis combina todos los esfuerzos individuales para crear una plataforma única y eficiente. Este nuevo entorno puede ser usado por cualquier proveedor para mejorar la calidad de la experiencia de usuario en los servicios desplegados sobre redes vehiculares.Els productes relacionats amb els sistemes intel · ligents de transport (ITS) s'estan transformant en una realitat en les nostres carreteres. Tots els fabri- cants de cotxes comencen a incloure accés a internet en els vehicles i a facilitar- ne la integració amb els telèfons mòbils, però en el futur més i més serveis s'hi introduiran. La connectivitat usant les xarxes vehicular esdevindrà la pedra angular de cada nova proposta, i oferir una qualitat de servei adequada serà, òbviament, desitjable. No obstant això, es necessita una gran quantitat de treball perquè les xarxes vehiculars oferisquen un rendiment similar al de les xarxes cablejades. Les xarxes vehiculars queden definides per dues característiques bàsiques: alt dinamisme, ja que els nodes poden arribar a una velocitat relativa de més de 250 km/h; i heterogeneïtat, per la gran quantitat de propostes diferents que els fabricants estan llançant al mercat. Per això, per a fer possible el desplegament de serveis sobre aquestes xarxes, s'imposa la necessitat de fer un estudi en profunditat d'aquest entorn, i cal proposar i desenvolupar les eines adequades. Aquesta tesi ataca la problemàtica del desplegament de serveis en aquestes xarxes a tres nivells diferents: (i) el nivell físic i d'enllaç , mostrant diverses anàlisis en profunditat del medi físic i models derivats per simular-lo; (ii) el nivell de xarxa, proposant un protocol de difusió de la informació per als paquets IP; i (iii) el nivell de transport, on es proposen altres protocols per a millorar el rendiment del transport de dades. En primer lloc, s'han estudiat i modelat les dues principals tecnologies sense fils que s'utilitzen per a la comunicació en xarxes vehiculars, la branca d'estàndards 802.11, en concret 802.11p; i la comunicació cel · lular, en partic- ular LTE. Atès que l'estàndard 802.11p és un estàndard bastant madur, ens centrem a crear (i) un model de propagació i atenuació capaç de replicar el rang de transmissió de dispositius 802.11p reals, en condicions de visió directa i obstrucció per petits obstacles, i (ii) un model de visibilitat capaç de simular l'efecte de grans obstacles, com són els edificis, d'una manera realista. A més, proposem un model basat en indicadors de rendiment d'alt nivell (ample de banda i retard) per a LTE, que facilita la validació i l'avaluació d'aplicacions. En el pla de xarxa, es proposa un protocol híbrid, anomenat AVE, per a l'encaminament i el reenviament de paquets usant un conjunt d'estratègies estàndard d'encaminament. Depenent de l'escenari , AVE tria entre quatre estratègies diferents: a) lliurament directe a dos salts, b) Dynamic MANET On-demand (DYMO) c) georouting voraç, i d) una tècnica store-carry-and- forward, per a adaptar-ne el comportament dinàmicament a cada situació. En el pla de transport, es proposa un protocol bidireccional de distribució de continguts en canals amb pèrdues que millora el lliurament de continguts en situacions en què la xarxa és un coll de botella, com les xarxes sense fils. Ha sigut dissenyat, validat, optimitzat, i el seu rendiment ha sigut analitzat en termes de productivitat i eficiència en la utilització de recursos. Finalment, a nivell de sistema, proposem un model de computació assistida que permet reduir la latència en la resposta a moltes consultes col · locant una unitat de computació a la vora de la xarxa, és a dir, la xarxa d'accés. Aquest esquema podria ser usat en xarxes basades en 802.11p i en xarxes cel · lulars, si bé en aquesta tesi decidim centrar-nos en la seua avaluació usant xarxes LTE. La plataforma presentada en aquesta tesi combina tots els esforços indi- viduals per a crear una plataforma única i eficient. Aquest nou entorn pot ser usat per qualsevol proveïdor per a millorar la qualitat de l'experiència d'usuari en els serveis desplegats sobre xarxes vehiculars.Báguena Albaladejo, M. (2017). Design and implementation of simulation tools, protocols and architectures to support service platforms on vehicular networks [Tesis doctoral no publicada]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/85333TESISCompendi

Journal of Telecommunications and Information Technology, 2018, nr 4

kwartalni

Optical flow switched networks

Thesis (Ph. D.)--Massachusetts Institute of Technology, Dept. of Electrical Engineering and Computer Science, 2009.Includes bibliographical references (p. 253-279).In the four decades since optical fiber was introduced as a communications medium, optical networking has revolutionized the telecommunications landscape. It has enabled the Internet as we know it today, and is central to the realization of Network-Centric Warfare in the defense world. Sustained exponential growth in communications bandwidth demand, however, is requiring that the nexus of innovation in optical networking continue, in order to ensure cost-effective communications in the future. In this thesis, we present Optical Flow Switching (OFS) as a key enabler of scalable future optical networks. The general idea behind OFS-agile, end-to-end, all-optical connections-is decades old, if not as old as the field of optical networking itself. However, owing to the absence of an application for it, OFS remained an underdeveloped idea-bereft of how it could be implemented, how well it would perform, and how much it would cost relative to other architectures. The contributions of this thesis are in providing partial answers to these three broad questions. With respect to implementation, we address the physical layer design of OFS in the metro-area and access, and develop sensible scheduling algorithms for OFS communication. Our performance study comprises a comparative capacity analysis for the wide-area, as well as an analytical approximation of the throughput-delay tradeoff offered by OFS for inter-MAN communication. Lastly, with regard to the economics of OFS, we employ an approximate capital expenditure model, which enables a throughput-cost comparison of OFS with other prominent candidate architectures. Our conclusions point to the fact that OFS offers significant advantage over other architectures in economic scalability.(cont.) In particular, for sufficiently heavy traffic, OFS handles large transactions at far lower cost than other optical network architectures. In light of the increasing importance of large transactions in both commercial and defense networks, we conclude that OFS may be crucial to the future viability of optical networking.by Guy E. Weichenberg.Ph.D

Performance modelling and the representation of large scale distributed system functions

This thesis presents a resource based approach to model generation for performance characterization and correctness checking of large scale telecommunications networks. A notion called the timed automaton is proposed and then developed to encapsulate behaviours of networking equipment, system control policies and non-deterministic user behaviours. The states of pooled network resources and the behaviours of resource consumers are represented as continually varying geometric patterns; these patterns form part of the data operated upon by the timed automata. Such a representation technique allows for great flexibility regarding the level of abstraction that can be chosen in the modelling of telecommunications systems. None the less, the notion of system functions is proposed to serve as a constraining framework for specifying bounded behaviours and features of telecommunications systems. Operational concepts are developed for the timed automata; these concepts are based on limit preserving relations. Relations over system states represent the evolution of system properties observable at various locations within the network under study. The declarative nature of such permutative state relations provides a direct framework for generating highly expressive models suitable for carrying out optimization experiments. The usefulness of the developed procedure is demonstrated by tackling a large scale case study, in particular the problem of congestion avoidance in networks; it is shown that there can be global coupling among local behaviours within a telecommunications network. The uncovering of such a phenomenon through a function oriented simulation is a contribution to the area of network modelling. The direct and faithful way of deriving performance metrics for loss in networks from resource utilization patterns is also a new contribution to the work area

Seventh International Workshop on Simulation, 21-25 May, 2013, Department of Statistical Sciences, Unit of Rimini, University of Bologna, Italy. Book of Abstracts

Seventh International Workshop on Simulation, 21-25 May, 2013, Department of Statistical Sciences, Unit of Rimini, University of Bologna, Italy. Book of Abstract