• IE interfaces
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• v.20 no.3
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• pp.309-314
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• 2007

By an explosive increase of proxy driving, customers require the quick and correct services of call center. But because most call centers have an unsystematic management system, grievance of customers is continually increasing. To solve these problem, we constructed a call center system of proxy driving that is based on CTI (Computer Telephony Integration) in this paper. The proposed system is constructed using CID (Caller Identify Display) terminal, SMS (Short Message Service) and call center management program etc. Customer service level could be improved through efficient customer management by using the proposed system. Also it could be convenient and easy to implement customer management, order management, staff management, SMS and settlement of accounts.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.29 no.9B
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• pp.771-777
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• 2004

In a COMA system, the capacity is variable and mainly depends on multiple access interference. The multiple access interference has a deep relationship with transmitted or received power. The capacity of COMA2000 system is considered to be limited by the forward link capacity. In this paper, we show that the forward link cell load can be represented by the total transmitted power of base station and we propose a forward link call admission control (CAC) strategy for COMA2000 system. The proposed call admission scheme adopts the rate control algorithm for data call. This call admission scheme enables the system to utilize radio resource dynamically by controlling data rate according to the cell load status, and enhance the system throughput and grade of service (GoS). quality of service(QoS) such as blocking and outage probability.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.27 no.4B
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• pp.316-323
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• 2002

In this paper, we analyze the call control scheme that is using buffer at new call and handoff call for non-uniform traffic load distribution, the multiple cell environments and the multiple types of services such as voice and data service. Considering the facts, the call admission control method using the effective bandwidth concept is employed in this paper, The bandwidth for a new call and a handoff call is allocated by the number of mobile station and dynamically assigned by taking account of the blocking rate of new calls and the dropping rate of handoff calls. The call control procedure is experimented through a simulation study by dynamically the bandwidth to new and handoff calls based on the blocking rate and the dropping rate. The results show our call control scheme can get a good quality of service for mobile users.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.10 no.1
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• pp.107-112
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• 2010

In this paper, we design and implement the contents transferring the location information between a customer and a proxy driver by utilizing 'WIPI.' Customers are able to request a call-service through a client in order to call a proxy driver. And, once a proxy driver who is most adjacent to the customer accepts the order of a call-service from him or her through a location-management server using the concepts of LBS and GPS, 'WIPI' sends the information about the location of the customer to the driver, and also sends information to the custome by calculating the distance from the driver to the customer. This content was modeled based on how information is transferred between a customer and a proxy driver under the mobile circumstance, and also a server and a client, made up from JAVA, were modeled by using SKT emulator.

• 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.

• Journal of the Korea Society of Computer and Information
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• v.28 no.10
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• pp.155-161
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• 2023

In this paper, we present a WebRTC-based emergency video call system structure that builds a service system in a constant monitoring environment to increase the usability and stability of elevator emergency call devices. The proposed system provides a smooth call environment between the emergency call system in the elevator and maintenance managers in case of an emergency, performs rapid response processing to elevator emergency calls through monitoring of the target elevator, and handles any emergency calls that may occur in the physical space of the elevator. The purpose is to build an environment that can implement low-latency, real-time video call services of voice and video by overcoming the physical constraints required for video calls. To this end, we have established a service environment based on OpenAPI, which is currently used in various fields and its performance has been proven, and provides video calls and emergency situation dissemination through rapid messaging by providing low-latency call quality. The presented system structure will be able to provide a basis for expanding various functions and constructing a reliable service environment and intelligent model for the elevator system through combination with the elevator control panel and various devices.

• The Journal of Society for e-Business Studies
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• v.15 no.2
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• pp.107-135
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• 2010

Nowadays many telecommunication service companies try to enhance the quality of their service by providing customers with more specialized service for greater customer satisfaction. As this trend continues, the role that frontline employees play is getting more and more important because they are the ones who have direct influence on customers. For this reason, more than ever, the role of call center has become of paramount importance. Noting that a call center employee's job satisfaction critically affects the quality of service that a customer gets, this study was carried out in order to provide an insight on effective personnel and performance management which can boost up the job satisfaction of a call center employee, thereby enhancing the productivity of Call Center. Conclusively, it verifies that among job satisfaction influence factors, superior's support and compensation fairness indeed have a tremendous influence on job satisfaction of a call center employee. Furthermore, it verifies that if a call center employee is satisfied with his or her job, he or she tends to work more efficiently and hence increase productivity.

• Convergence Security Journal
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• v.7 no.3
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• pp.109-120
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• 2007

VoIP service provides various functions that PSTN phone service hasn't been able to provide. Since it also has superiority in service charge, the number of user is increasing these days. When we think of the other side in cost aspect, the spam caller can also send his/her commercial message over phone line using more economic way. This paper presents the characteristics that should be considered to detect the spam call using greylisting method. We have explored static and dynamic characteristics in VoIP calls, and analyzed the relation among them. Especially, we have surveyed the authentication and charging method of Korean VoIP service provider. We have analyzed each charging method using our spam call simulation result, and derived the charging method that can be favored by spam caller. The contribution of the work is in analysis result of static aspect for SPIT Level calculation in greylisting method.

• Journal of Korean Society for Quality Management
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• v.34 no.4
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• pp.78-92
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• 2006

While many services appear, it are performed in the various researches about a service. Among them, as to the basic reason for measuring the service level, in order to find out the strategy improving service quality. But the method for measuring quality of services up to date was unable to make it enough the role. This research tried to propose the approach systematically analyzing the human errors in order to improve service quality about the call center which utilizes the information technology. In fact, the human errors was found in the customer contact point in which the actual service is delivered. An interaction between the element for comprising call service was classified into 3 while defining the human error as 3 group. Moreover, the process where a service is delivered was classified according to 5 step and the generated error was measured in each step. The implication of this research looks at the service failure and dissatisfaction as the occurrence of the human errors and illustrates the service quality improvement as a correction or a reduction. This approach is used that service is materially easily understood and is formulated with the quality improvement strategy.

• Journal of Advanced Navigation Technology
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• v.13 no.5
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• pp.619-629
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• 2009

This study focuses on assessing the impacts of the internal service quality components at airline call center on the job satisfaction of agent and turnover intention for effective operation, thereby giving suggestions to manages on the design and the operation of call centers. The major finding of this study showed that intangibility, reliability, authority, leadership are found to have a great influence on the job satisfaction and job satisfaction did not influence on turnover intention.