呼叫中心坐席人员排班问题优化模型与算法研究

国内呼叫企业在保证每个坐席人员周内当值相同班次情况下,通过灵活安排周内当班日期与班次来制定排班方案。针对该实际排班场景,构建问题整数规划模型。通过对问题数据特征及优化性质分析,以及对班次人力有效满足区段电话服务需求的量化指标表征,分别提出两个构造性启发式算法。使用企业实例数据对模型算法进行计算实验。实验结果显示,整数规划模型适合于求解小规模排班问题最优解,而启发式算法能够以小计算成本获得大规模排班问题优化解。最后讨论保证员工上班规律性的同班次用工制度对企业人力成本控制的影响。     

ASON信令技术的研究

文章分析了ASON信令体系结构，对ATM论坛提出的PNNI／Q.2931和GMPLS信令协议在ASON的分布式呼叫和连接管理中的应用进行了详细的探讨。     

Optimizing the QoS of high speed moving terminals in cellular networks

This paper presents a dynamic guard channel assignment technique based on a two‐layer cellular architecture which optimizes the blocking probability performance of high‐speed moving terminals (HSMT) and handoff calls of low‐speed moving terminals (LSMT), in a congested urban area. The lower layer of the proposed architecture is based on a microcellular solution, for absorbing the traffic loads of LSMT. The higher layer is based on a macro‐cell umbrella solution, for absorbing the traffic load of the HSMT. The results show that using the optimum number of channels and adjusting dynamically the number of guard channels in each layer, the blocking probability of the HSMT and the handoff blocking probability of LSMT is optimized having the minimum bad effect on the new call blocking probability of LSMT. Copyright © 2003 John Wiley & Sons, Ltd.     

PowerBuilder应用程序窗口居中处理

在PB开发的Windows应用程序中，窗口的位置往往随着屏幕分辨率的不同而发生变化，介绍了一种如何使PB开发的应用程序的窗口在不同环境下居中的处理方法。     

Design aspects of satellite–cellular hybrid wireless systems

In this paper we investigate various issues related to the design of satellite–cellular hybrid systems. First, we review the fundamental problems of channel partitioning and call admission/assignment. Second, we study the impact of different frequency reuse constraints, in both layers, on the optimum channel partitioning. Third, we investigate, analytically and via simulation, the effect of reducing the cell size. We emphasize the blocking‐forced termination probabilities trade‐off for pure cellular and satellite–cellular hybrid systems. Accordingly, an optimization problem with respect to the cell size is formulated. Finally, we search for the optimum dynamic call re‐assignment policy that improves the system capacity at the expense of the complexity associated with tearing down a connection in one system and setting‐up an alternative one in the other system. For a small hybrid system, we characterized the optimum re‐assignment policies that minimize the blocking probability, dropping probability, and a weighted cost function of these probabilities. Copyright © 2002 John Wiley & Sons, Ltd.     

H.323呼叫模型的实现探讨

传统呼叫中心升级到IP网络呼叫中心，往往采用H．323协议。而采用H．323在IP网络呼叫中心实现CSTA呼叫模型有一定难度。本提出H．450和H．245两种实现方式，并对两进行分析和比较。     

基于CTI技术的交通呼叫中心解决方案

介绍呼叫中心及其关键技术，根据我国公路交通的特点，提出了交通呼叫中心概念，对交通行业信息服务进行了需求分析，给出了实现交通呼叫中心的初步方案。     

客服系统中排队机与CTI技术的对比

本文着重讲述客服系统两种技术的对比，包括结构和特点，最后介绍了思特奇客服系统的特点。     

基于神经网络的宽带ATM网的自适应和最优化控制

本文首先在神经网络模型的基础上阐述神经网络在宽带ＡＴＭ网中用于自适应的连接／呼叫接纳控制，最优化路由选择和信元调度的工作原理，然后给出仿真结果。     

移动软交换核心技术研究

由于软交换技术与移动核心网络技术的结合具有众多的优越性,已成为研究热点.为此文章对下一代移动核心网的相关技术标准、组网结构、服务质量、网管、业务等进行了阐述,并分析了下一代移动核心网络的关键技术、演进步骤、所能开展的业务以及未来网络如何融合等问题.