• Journal of the Korea Society of Computer and Information
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• v.14 no.1
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• pp.205-216
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• 2009

The aim of this study is to propose an integrated operation plan of information call services by multi-connecting call services which are now being serviced by each different call number services and by providing one stop service which organically links alternative transportations such as railroad, air, and bus and also related organizations as well as road traffic information. For the objective, we analyzed the current status of Korean and foreign country systems and reviewed operation technology and technical specifications of the integrated system according to 3 steps, i.e. infrastructure procurement, test bed and extended completion, stabilization and high valuable services completion. Throughout the result of this study, traffic information one stop service, convenient service, diverse related information provision service, real-time information provision, and efficient system are expected to be implemented in the traffic information call service.

• IE interfaces
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• v.11 no.3
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• pp.77-87
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• 1998

Intelligent Peripheral(IP) system is to provide specialized resource functions (SRF) such as playing announcement, collecting user information, and receiving messages in the Advanced Intelligent Network (AIN). We analyze the call processing capacity of an AIN IP system being developed in ETRI through an extensive simulation using SLAM II under a variety of AIN service scenarios. We consider televoting (VOT) and universal personal telecommunication (UPT) services which are to be provided at the fit implementation of the AIN in Korea. As the performance criteria to determine the call processing capacity, processor utilization, delay and call loss probability are considered. It turns out that the major processor called SAMP is the bottleneck processor, the service response delay dominates the delay performance, and the call loss probability becomes the primary criterion in determining the call processing capacity of the AIN IP system. It is also shown that the call processing capacity of the AIN IP system is determined by the utilization of the processor and the delay performance when the VOT ratio is below 70 percent but it is determined by the call loss probability due to the lack of service channels for providing the SRF operations.

• The KIPS Transactions:PartC
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• v.9C no.6
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• pp.927-934
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• 2002

In order to provide various multimedia services in a wireless network, the call admission control for wireless channels should be resolved at the time of call setup and handoff by moving mobile terminal. In this paper. we propose a reliable DCAC( Distributed Call Admission Control)scheme using virtual cluster concept. The proposed DCAC scheme considers the state of $1^{st}$ and $2^{nd}$ adjacent cells to provide a reliable call handling. The proposed scheme is analyzed by simulations and mathematical methods.

• Journal of Digital Convergence
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• v.12 no.1
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• pp.149-161
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• 2014

According to the economic advancement, the position of service industry in GDP has increased. Development of service industry has solved the employment issue and derived the activation of the internal market. It has contributed to demand creation in health care, education, and culture, enhancing competition of the manufacturing industry and entire economic development. By the development of information communication technologies, improvement of the quality of life from those, and changes in the competitive environment, customers, from businesses and public agencies, or the customer's needs are increasing. In these circumstances, companies are operating non-face-to-face contact call center for the purpose to communicate with customers, handle customer complaints, attract and retain new customers. In this study, to improve the performance of the non-face-to-face contact call center, this study tried to derive the call center's 'Service Process Modeling' and future policy assignment by analyzing the problem from the research of the service and process summary, performance evaluation, call center evaluation and etc.

• Journal of Communications and Networks
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• v.5 no.3
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• pp.215-221
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• 2003

It is expected that per-user customized services are widely used in next generation Personal Communication Network. To provide personalized services for each call, per-user service profiles are frequently referenced and signaling traffic is considerably large. Since the service calls are requested from the places where user stays, we can expect that the traffic is localized. In this paper, we propose a new service profile replication scheme, named Follow-Me Replication with local Anchor (FMRA). By replicating user's service profile in a user-specific location area, local anchor of each region, the signaling traffic for call and mobility can be distributed to local network. We compared the performance of the FMRA with two typical schemes: Intelligent Network-based !Central scheme and IMT-2000 based full replication scheme, as we refer it to Follow-Me Replication Unconditional (FMRU). Performance results indicate that FMRA lies between Central and FMRU schemes according to call to mobility ratio, and we identified the efficient ranges of CMR for FMRA depending on the various network parameters.

• Journal of Information Technology Services
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• v.12 no.3
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• pp.55-71
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• 2013

Mobile communication industry is attracting a lot of attention all over the world and is expected to continue developing endlessly with the current rapid development of IT industry. Nowadays, mobile communication companies of vietnam are competing about service quality in order to retain existing customers and improve customer satisfaction and customer loyalty. This study attempts to research about the effect of mobile communication service quality on customer satisfaction and affecting relationship between customers satisfaction and customer loyalty. In this research empirically examine how mobile communication service quality influence customer loyalty in Vietnam. To do this, after considering characteristics of mobile communication service quality, quality measurement instrument was designed including call quality, call charge, cellphone, added service quality, corporate image, employee's attitude, and behavior. The study finds that all factors of call quality, added servces quality, corporate image, employee's attitude and behavior have positive effect on customer satisfaction except call charge and customers satisfaction also effects customers loyalty positively. From these results, Vietnam domestic mobile communication companies and foreign companies can grasp the general information about Vietnam mobile communication industry, and then, establish customers satisfaction strategies more effectively.

• Proceedings of the Safety Management and Science Conference
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• 2007.11a
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• pp.463-467
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• 2007

This paper deals with service quality systems such as nonstore selling service, telemarketing services, call center services, market and opinion research service, franchise service, and, institutional feeding service. These service quality systems include process, infrastructure, and, requirements for the training and development of agents and staffs.

• Journal of the Institute of Electronics Engineers of Korea CI
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• v.45 no.5
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• pp.117-124
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• 2008

In this paper, the call setup performance of the CSCF(Call Session Control function) that manages the session control in providing the IMS(IP Multimedia subsystem)-based multimedia service in the BcN(Broadband convergence Network) is analyzed. While the performance related with the call/session of the SIP-Based voice service is analysed, the study for the call recessing performance of the IMS-based multimedia service is insufficient. In this paper, as, the processing capacity and subscriber number of CSCF were changed, the call setup delay time according to the session setup procedure of IMS was measured using the M/M/1 queuing model and OPNET simulation. The experimental results show that the sudden increased delay showed up in case the session establishment requirement ratio of total users over 13% of the CSCF processing capacity. Therefore, the user number and capacity of CSCF suitable for the session establishment delay threshold can be calculated or estimated.

• Journal of the Korea Safety Management & Science
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• v.24 no.4
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• pp.85-93
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• 2022

Today's customer service providers, who have the greatest impact on customer satisfaction, are experiencing severe stress and job burnout due to various causes. Unlike general companies, the corporation has a relatively high level of dissatisfaction with customer service since there is a large conflict between the provision of kindness and the reasonable handling of civil complaints according to laws and regulations. In order to analyze the environment of the NPS' customer service providers, 5.583 branch employees working at the National Pension Service and 407 call center employees were surveyed online using the questionnaire function of the Enterprise resource planning system. The contents of the survey consisted of a survey on customer-facing employees, the level of awareness of customer-facing workers protection measures, and opinions on improvement and supplementation related to customer-facing workers protection measures. As a result of the survey, 72.8% of the total respondents experienced grievance complaints, and the proportion of call center employees was even higher at 89.0%. In addition, both the branch and the call center had the largest share of complaints about obstruction of business, unreasonable demands, abusive language, and verbal abuse. More than 40% of call center employees in their 20s and 30s experienced the highest frequency of complaints 13 or more times a year. The most difficult thing in the process of responding to complaints was that both branch offices and call centers had insufficient psychological recovery time, lack of space, and lack of help from colleagues and superiors. Based on the survey analysis, it is suggested to establish a countermeasure through case analysis rather than the right to suspend work for civil complaints that cannot be handled, such as customized manuals and action strategies for the age group with high grievance complaints.

• Proceedings of the Korea Information Processing Society Conference
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• 2000.10b
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• pp.1051-1054
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• 2000

IMT-2000 moving picture messaging service is a primary auxiliary connection service that allows a caller to leave a message when the caller can not complete the call. As the number of service subscriber for wireless communication is dramatically increased, various wireless services as well as simple connection service are requried IMT-2000 moving picture messaging service increases the call completion rate and makes it possible to provide various services.