基于部分互斥方法的呼叫中心路由并行算法

doi:10.13190/j.jbupt.2017.s.011

北京邮电大学学报 ›› 2017, Vol. 40 ›› Issue (s1): 48-52.doi: 10.13190/j.jbupt.2017.s.011

基于部分互斥方法的呼叫中心路由并行算法

张文涛^1,2, 双锴¹, 万能³, 詹舒波¹, 苏森¹

1. 北京邮电大学网络与交换技术国家重点实验室, 北京 100876;
2. 中国电子科技集团第五十四研究所中国通信网信息传输与分发技术重点实验室, 石家庄 050081;
3. 北京邮电大学电子工程学院, 北京 100876

收稿日期:2016-05-03 出版日期:2017-09-28 发布日期:2017-09-28
作者简介:张文涛(1979-),男,博士后,Email:djangot@163.com;苏森(1971-),男,教授,博士生导师.
基金资助:
国家重点基础研究发展计划项目（2011CB302506）

Parallel Routing Algorithm for Call Centers Based on Local Mutual Exclusion

ZHANG Wen-tao^1,2, SHUANG Kai¹, WAN Neng³, ZHAN Shu-bo¹, SU Sen¹

1. State Key Laboratory of Networking and Switching, Beijing University of Posts and Telecommunications, Beijng 100876, China;
2. China Electronics Technology Group Corporation 54 th Research Institute, Science and Technology on Information Transmission and Dissemination in Communication Networks Laboratory, Shijiazhuang 050081, China;
3. Electric Engineer School, Beijing University of Posts and Telecommunications, Beijng 100876, China

Received:2016-05-03 Online:2017-09-28 Published:2017-09-28

摘要/Abstract

摘要： 针对多技能呼叫中心路由计算的并发性能瓶颈，提出一种并行的呼叫中心路由方法（PCCRM）. 该方法通过临界资源粒度细化，将互斥范围缩小到局部资源，可显著减少进程间的同步等待，同时引入有序竞争模型来保证算法满足呼叫中心路由基本原则. 实验结果表明，PCCRM可以有效提升路由算法的系统处理性能和扩展性.

关键词: 呼叫中心路由, 座席技能, 临界资源, 互斥

Abstract: A parallel routing method named parallel call center routing method(PCCRM) was proposed to promote the multiprocessing performance of call center system with multi-skill model. Through refinement of resource, PCCRM reduced the general mutual exclusion to local mutual exclusion, which can markedly reduce the waiting of process synchronization. Meanwhile an orderly competition model was introduced to guarantee the algorithm to meet the requirement of general principle of call center's agents. The experimental results showed that the PCCRM could increase system performance and scalability of routing algorithm.

Key words: call center routing, agent skills, critical resource, mutual exclusion

中图分类号:

TN911.22

张文涛, 双锴, 万能, 詹舒波, 苏森. 基于部分互斥方法的呼叫中心路由并行算法[J]. 北京邮电大学学报, 2017, 40(s1): 48-52.

ZHANG Wen-tao, SHUANG Kai, WAN Neng, ZHAN Shu-bo, SU Sen. Parallel Routing Algorithm for Call Centers Based on Local Mutual Exclusion[J]. JOURNAL OF BEIJING UNIVERSITY OF POSTS AND TELECOM, 2017, 40(s1): 48-52.

基于部分互斥方法的呼叫中心路由并行算法

Parallel Routing Algorithm for Call Centers Based on Local Mutual Exclusion

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