• The Journal of Korean Institute of Communications and Information Sciences
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• v.21 no.8
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• pp.1958-1969
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• 1996

This paper proposed a new approach to adaptive call admission control based on a neural network for multiple service classes with different quality of service (QoS) in the ATM-based Broadband Integrated Services Digital Networks. the proposed method extend Hiramatsu's neural network based "leaky pattern table" method for the single QoS[1, 2, 3] to deal with multiple services with different QoS by constructing multiple pattern tables based on each service's acceptance or rejection at the call set-up requests, and by simultaneously controlling each service's QoS according to the target QoS of the service and the trunk capacity. Computer simulation results on two service classes with different traffic characteristics and different cell loss rates as QoS, highlight good performance and effectiveness of the proposed call admission controller for multiple service classes.e classes.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.21 no.10
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• pp.2605-2619
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• 1996

In this paper, we evaluated performance of mobile exchange control part. Queueing network model is used for modeling of mobile exchange control part. We developed a call control processing and location registration scenartio which has a message exchange function between processors in mobile exchange control part. A network symbol are used the simulation models that are composed of the initialization module, message generation module, message routing module, message processing module, message generation module, HIPC network processing module, output analysis module. as a result of computer simulation, we obtain the processor utilization, the mean queue length, the mean waiting time of control part based on call processing and location registration capacity. The call processing and location registration capacity is referred by thenumber of call attempts in the mobile exchange and must be satisfied with the quality of service(delay time).

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2016.10a
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• pp.139-141
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• 2016

With the introduction of national standards (KS) for call centers, customers are expected to have access to better-quality services in the future. The purpose of this study is to evaluate the relative importance of certification criteria for call center services using the Fuzzy AHP(Analytic Hierarchy Process) approach. Fuzzy AHP is the combination of the fuzzy set theory and AHP to deal with the uncertainty or ambiguousness of the decision-making process. The evaluation method proposed in this study can be applied to the KS services certification promoted by government.

• Journal of Advanced Navigation Technology
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• v.20 no.5
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• pp.440-445
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• 2016

There is a scheme where secondary users (SU) use predicted spectrum holes for primary users (PU) not to utilize for efficient utilization of the limited spectrum resources in cognitive radio networks. In this paper, we propose an adaptive call admission control framework that minimizes spectrum hopping call dropped probability (SHDP) for satisfying SU quality of service (QoS). The scheme is based on a call admission control (CAC), bandwidth prediction and adaptive bandwidth assignment. The prediction model predicts not only the number of spectrum holes, but requested bandwidth of SU spectrum hopping call, and then the CAC minimizes SHDP via an adaptive bandwidth assignment in resources not being enough for reservation. We bring Wiener prediction model to predict the resources. Simulations are conducted to compare the performance of proposed scheme with an existing, and show its ability of minimizing the SHDP.

• Asia pacific journal of information systems
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• v.25 no.3
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• pp.519-539
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• 2015

Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs' work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise during the customer contact. Second, CSRs' knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs' knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise, and thereby leading to superior service quality.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.2
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• pp.750-762
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• 2019

The importance of the call center as a contact point for the enterprise is growing. However, call centers have difficulty with their operating agents due to the agents' lack of knowledge and owing to frequent agent turnover due to downturns in the business, which causes deterioration in the quality of customer service. Therefore, through an N-bank call center case study, we developed a system to reduce the burden of keeping up business knowledge and to improve customer service quality. It is a "real-time agent advisor" system that provides agents with answers to customer questions in real time by combining AI technology for speech recognition, natural language processing, and questions & answers for existing call center information systems, such as a private branch exchange (PBX) and computer telephony integration (CTI). As a result of the case study, we confirmed that the speech recognition system for real-time call analysis and the corpus construction method improves the natural speech processing performance of the query response system. Especially with name entity recognition (NER), the accuracy of the corpus learning improved by 31%. Also, after applying the agent advisor system, the positive feedback rate of agents about the answers from the agent advisor was 93.1%, which proved the system is helpful to the agents.

• Journal of the Ergonomics Society of Korea
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• v.36 no.3
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• pp.197-211
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• 2017

Objective: We propose to apply color information to facilitate finding books in the library. Background: Currently, books are classified in the basis of a decimal classification system and a call number in the library. Users find a book using the call number. However, this classification system causes various difficulties. Method: In a process analysis and survey study, we identify what the real problem is and where the problem is occurred. To solve the real problems, we derived a new search method using color information. We conducted a comparative experiment with 48 participants to see whether the new method can show higher performance. Results: The new method using color information showed faster time and higher subjective rating scores than current call number method. Also, the new method showed faster time regardless of the skill level while the call number method showed time differences in terms of the skill level. Conclusion: The effectiveness of the proposed method was verified by experiments. Users will be able to find the desired book without difficulty. This method can improve the quality of service and satisfaction of library use. Application: Our book search method can be applied as a book search tool in a real public library. We hope that the method can provide higher satisfaction to users.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.8 no.3
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• pp.639-645
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• 2007

In this study, an estimation of call demand for the internet telephony was carried out using the monthly time-series data from June 2001 to December 2004. In the estimation, the call traffic was assumed to be explained by tariff of the internet telephony service, tariff of fixed and wireless services, income, quality of service, and lagged traffic variable. The traffic is assumed to follow the partial adjustment mechanism. The estimation result shows that the call traffic demand is elastic to the tariff of the service while it is inelastic to the change of income. The qualisty of service is regarded as an important factor of demand. Also there appeared the call demand is adjusting to the change of explanatory variables with some lags.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.23 no.8
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• pp.2106-2112
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• 1998

In this paper, we propose an antenna sharing scheme between 800 MHz AMPS and CDMA systems using CDMA transmission antenna. We restructured the path of signals such that signals from two systems use AMPS amplifier or CDMA amplifier. The performance of proposed scheme is compared with currently operating system's performance in terms of call connection rate, call completion rate and dropped-call rate after implementing proposed method to the AMPS/CDMA basestation. The results show that the voice quality and call connection of the proposed system is comparable to that of the commercial systems. The number of antenna at the base station can be reduced without performance degradation if the proposed transmission antenna sharing scheme and previously reported receiving antenna sharing technique are used together.

• Journal of the Korea Convergence Society
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• v.8 no.12
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• pp.93-99
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• 2017

The elevator system combines various convergence technologies with the development of ICT technology. Emergency call devices which are safety related devices is applied as an obligation of the elevator and those scope also varies. In this paper, we propose an integrated model that overcomes the limitations of existing voice emergency call devices and efficiently manages and manages video call based service structures in VoIP based on wired and wireless environments. This method effectively manages and operates various lift data and video records in the elevator between the manager, the server and the user. And also It is possible to secure the quality of video call in VoIP and cloud service environment and increase the reliability of safety management and enhance various service environment by creating an integrated structure utilizing various data and additional services in the elevator.