IDEAS home Printed from https://ideas.repec.org/a/inm/orinte/v35y2005i5p411-422.html
   My bibliography  Save this article

Ensuring Access to Emergency Services in the Presence of Long Internet Dial-Up Calls

Author

Listed:
  • V. Ramaswami

    (AT&T Labs, 180 Park Avenue, Florham Park, New Jersey 07932)

  • David Poole

    (AT&T Labs, 180 Park Avenue, Florham Park, New Jersey 07932)

  • Soohan Ahn

    (Department of Statistics, University of Seoul, Seoul 130-743, South Korea)

  • Simon Byers

    (AT&T Labs, 180 Park Avenue, Florham Park, New Jersey 07932)

  • Alan Kaplan

    (Unique Technical Solutions, 52 Brookside Drive, Upper Saddle River, New Jersey 07458)

Abstract

Telephone availability is critical, particularly in emergency situations when people need immediate help. We used statistical data analysis and queueing models to identify the root cause of dial-tone unavailability in parts of the AT&T network and to develop remedies. Our solutions restored quality service, protecting the AT&T brand name and ensuring the safety of our customers. This work also gave AT&T opportunities to reduce transit charges paid to other carriers by $15 million per year. In addition, we have filed five patent requests, of which two have been granted and the rest are pending (Chaudhury et al. 2004, Kaplan and Ramaswami 2004). Furthermore, our findings have important implications for several current areas of research related to Internet and broadband technologies, call-center engineering, and network security.

Suggested Citation

  • V. Ramaswami & David Poole & Soohan Ahn & Simon Byers & Alan Kaplan, 2005. "Ensuring Access to Emergency Services in the Presence of Long Internet Dial-Up Calls," Interfaces, INFORMS, vol. 35(5), pages 411-422, October.
    • Handle: RePEc:inm:orinte:v:35:y:2005:i:5:p:411-422
    DOI: 10.1287/inte.1050.0155
    as

    Download full text from publisher

    File URL: http://dx.doi.org/10.1287/inte.1050.0155
    Download Restriction: no
    File URL: https://libkey.io/10.1287/inte.1050.0155?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Shlomo Halfin & Ward Whitt, 1981. "Heavy-Traffic Limits for Queues with Many Exponential Servers," Operations Research, INFORMS, vol. 29(3), pages 567-588, June.
    2. Winfried K. Grassmann & Michael I. Taksar & Daniel P. Heyman, 1985. "Regenerative Analysis and Steady State Distributions for Markov Chains," Operations Research, INFORMS, vol. 33(5), pages 1107-1116, October.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Shaler Stidham, 2002. "Analysis, Design, and Control of Queueing Systems," Operations Research, INFORMS, vol. 50(1), pages 197-216, February.
    2. Rami Atar & Adam Shwartz, 2008. "Efficient Routing in Heavy Traffic Under Partial Sampling of Service Times," Mathematics of Operations Research, INFORMS, vol. 33(4), pages 899-909, November.
    3. Avishai Mandelbaum & Petar Momčilović, 2017. "Personalized queues: the customer view, via a fluid model of serving least-patient first," Queueing Systems: Theory and Applications, Springer, vol. 87(1), pages 23-53, October.
    4. Amy R. Ward & Mor Armony, 2013. "Blind Fair Routing in Large-Scale Service Systems with Heterogeneous Customers and Servers," Operations Research, INFORMS, vol. 61(1), pages 228-243, February.
    5. Achal Bassamboo & J. Michael Harrison & Assaf Zeevi, 2006. "Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method," Operations Research, INFORMS, vol. 54(3), pages 419-435, June.
    6. Rouba Ibrahim & Mor Armony & Achal Bassamboo, 2017. "Does the Past Predict the Future? The Case of Delay Announcements in Service Systems," Management Science, INFORMS, vol. 63(6), pages 1762-1780, June.
    7. Josh Reed & Yair Shaki, 2015. "A Fair Policy for the G / GI / N Queue with Multiple Server Pools," Mathematics of Operations Research, INFORMS, vol. 40(3), pages 558-595, March.
    8. Niyirora, Jerome & Zhuang, Jun, 2017. "Fluid approximations and control of queues in emergency departments," European Journal of Operational Research, Elsevier, vol. 261(3), pages 1110-1124.
    9. Achal Bassamboo & Assaf Zeevi, 2009. "On a Data-Driven Method for Staffing Large Call Centers," Operations Research, INFORMS, vol. 57(3), pages 714-726, June.
    10. James W. Taylor, 2012. "Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential Smoothing," Management Science, INFORMS, vol. 58(3), pages 534-549, March.
    11. Itai Gurvich & Ohad Perry, 2012. "Overflow Networks: Approximations and Implications to Call Center Outsourcing," Operations Research, INFORMS, vol. 60(4), pages 996-1009, August.
    12. Ari Arapostathis & Hassan Hmedi & Guodong Pang, 2021. "On Uniform Exponential Ergodicity of Markovian Multiclass Many-Server Queues in the Halfin–Whitt Regime," Mathematics of Operations Research, INFORMS, vol. 46(2), pages 772-796, May.
    13. Arka Ghosh & Keguo Huang, 2017. "Asymptotically optimal control of N-systems with $$H_2^*$$ H 2 ∗ service times under many-server heavy traffic," Queueing Systems: Theory and Applications, Springer, vol. 86(1), pages 35-60, June.
    14. van Leeuwaarden, Johan S.H. & Knessl, Charles, 2011. "Transient behavior of the Halfin-Whitt diffusion," Stochastic Processes and their Applications, Elsevier, vol. 121(7), pages 1524-1545, July.
    15. Francis de Véricourt & Otis B. Jennings, 2011. "Nurse Staffing in Medical Units: A Queueing Perspective," Operations Research, INFORMS, vol. 59(6), pages 1320-1331, December.
    16. Ramandeep S. Randhawa & Sunil Kumar, 2008. "Usage Restriction and Subscription Services: Operational Benefits with Rational Users," Manufacturing & Service Operations Management, INFORMS, vol. 10(3), pages 429-447, December.
    17. Abhijit Datta Banik & Souvik Ghosh & M. L. Chaudhry, 2020. "On the optimal control of loss probability and profit in a GI/C-BMSP/1/N queueing system," OPSEARCH, Springer;Operational Research Society of India, vol. 57(1), pages 144-162, March.
    18. Francis de Véricourt & Otis B. Jennings, 2008. "Dimensioning Large-Scale Membership Services," Operations Research, INFORMS, vol. 56(1), pages 173-187, February.
    19. Pala, Ali & Zhuang, Jun, 2018. "Security screening queues with impatient applicants: A new model with a case study," European Journal of Operational Research, Elsevier, vol. 265(3), pages 919-930.
    20. Martino Banchio & Giacomo Mantegazza, 2022. "Artificial Intelligence and Spontaneous Collusion," Papers 2202.05946, arXiv.org, revised Sep 2023.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:orinte:v:35:y:2005:i:5:p:411-422. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.