On the retrial queue with imperfect coverage and delay reboot
This paper presents a design for a fault-tolerant call center consisting of a multi-server retrial queue, and including detection, location and coverage variables. Basically, incoming calls are immediately detected and located. However, it is not always possible to detect and locate because of some fault issues. If incoming calls are not detected and located, the system is cleared by a reboot. Once incoming calls are detected and located, they are attended to when a consultant is available; otherwise, they join a retrial orbit and generate repeated attempts till a free consultant is found. We analyze the presented model as a quasi-birth-and-death process and develop various performance indices. The optimal number of consultants and optimal service rate are searched by constructing an average cost function. A heuristic search technique is employed to obtain the optimization approximate solution at a minimum cost. Numerical illustrations are given to demonstrate the optimization procedure and the effects of varying parameters on performance indices.