Applied Modeling Techniques and Data Analysis 2

17Research on Retrial Queue with Two-Way Communication in a Diffusion Environment

In this chapter, we consider a retrial queuing system in which incoming fresh calls arrive at the server according to a Poisson process. Upon arrival, an incoming call either occupies the server if it is idle, or joins an orbit if the server is busy. From the orbit, an incoming call retries to occupy the server and behaves as a fresh incoming call. After some idle time, the server makes an outgoing call to the outside. The system operates in a random environment. Random external factors affect the service time of applications. A random medium is represented by a diffusion process. For this system, we obtained the probability distribution of the states of the server and the probability distribution of a number of calls in the system.

17.1. Introduction

Modern service systems, including call centers, strive to minimize downtime. Minimizing downtime increases the efficiency of the system. For the promotion of call center services, operators can make outgoing calls. The following chapter deals with the two-way communication queue (Artalejo and Gomez-Corral 2008).

In addition, the work of operators depends on a number of random factors. Such factors directly affect the success of the call and the service time. Generally, such factors are called a random environment. Information on the functioning of such systems is of great practical interest. Purdue first introduced the concept of a queuing system ...