• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.5
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• pp.106-116
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• 2018

Recently, the role of the contact center for business-to-consumer (B2C) operations is becoming more and more important as the customer contact point. In particular, an Internet Protocol (IP)-based contact center system is made up of a complicated information system in order to accommodate various customer channels, in addition to the telephone, and to respond in real time. However, until now, evaluations of contact centers have focused on customer service-based research from inbound contact centers. We used the contact center as a measure of performance, focusing on indicators that have traditionally influenced customer satisfaction, such as response rates and service levels. There is insufficient research on the characteristics of the services that a contact center should have and on the evaluation models for information systems. The role of information systems is becoming important as the latest contact center, which has moved from the TDM-driven digital phone system center to the IP-based contact center, accommodates a variety of digital channels other than voice phones. In particular, as offline branches decrease due to the development of the Internet and mobile phones, non-facing responses to customers are important, so the contact center has influenced the enterprise. Therefore, we developed an evaluation model not only in terms of customer service, but also from information system and business aspects, using the AHP and verifying the evaluation model through empirical cases. In particular, content analysis was used to ensure objectivity of AHP evaluation items.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.3
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• pp.997-1005
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• 2010

Recently, there has been a growing interest in the use of WLAN technology due to its easy deployment, flexibility and so on. Examples of WLAN applications range from standard internet services such as Web access to real-time services with strict latency/throughput requirements such as multimedia video and voice over IP on wireless network environments. Fair and efficient distribution of the traffic loads among APs(Access Points) has become an important issue for improved utilization of WLAN. This paper focuses on an AP selection scheme for achieving better load balance, and hence increasing network resource utilization for each user on wireless network environments. This scheme makes use of active scan patterns and the network delay as main parameters of load measurement and AP selection. This scheme attempts to estimate the AP traffic loads by observing the up/down delay and utilize the results to maximize the link resource efficiency through load balancing. We compared the proposed scheme with the original SNR(Signal to Noise Ratio)-based scheme using the NS-2(Network Simulation.2). We found that the proposed scheme improves the throughput by 12.5% and lower the network up/down link delay by 36.84% and 60.42%, respectively. All in all, the new scheme can significantly increase overall network throughput and reduce up/down delay while providing excellent quality for voice and video services.

• Journal of KIISE:Information Networking
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• v.29 no.4
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• pp.375-385
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• 2002

The IETF has defined the Intserv model and the RSVP signaling protocol to improve QoS capability for a set of newly emerging services including voice and video streams that require high transmission bandwidth and low delay. However, since the current Intserv model requires each router to maintain the states of each service flow, the complexity and the overhead for processing packets in each rioter drastically increase as the size of the network increases, giving rise to the scalability problem. This motivates our work; namely, we investigate and devise new control schemes to enhance the scalability of the Intesev model. To do this, we basically resort to the SCORE network model, extend it to fairly well adapt to the three services presented in the Intserv model, and devise schemes of the QoS scheduling, the admission control, and the edge and core node architectures. We also carry out the computer simulation by using ns-2 simulator to examine the performance of the proposed scheme in respects of the bandwidth allocation capability, the packet delay, and the packet delay variation. The results show that the proposed scheme meets the QoS requirements of the respective three services of Intserv model, thus we conclude that the proposed scheme enhances the scalability, while keeping the efficiency of the current Intserv model.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.32 no.2A
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• pp.152-161
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• 2007

IEEE 802.11 Wireless Local Area Network (WLAN) became a prevailing technology for the broadband wireless Internet access, and new applications such as Voice over WLAM (VoWLAN) are fast emerging today. For the battery-powered VoWLAN devices, the standby time extension is a key concern for the market acceptance while today's 802.11 is not optimized for such an operation. In this paper, we propose a novel Idle Mode operation, which comprises paging, idle handoff, and delayed handoff. Under the idle mode operation, a Mobile Host (MH) does not need to perform a handoff within a predefined Paging Area (PA). Only when the MH enters a new PA, an idle handoff is performed with a minimum level of signaling. Due to the absence of such an idle mode operation, both IP paging and Power Saving Mode (PSM) have been considered the alternatives so far even though they are not efficient approaches. We implement our proposed scheme in order to prove the feasibility. The implemented prototype demonstrates that the proposed scheme outperforms the legacy alternatives with respect to energy consumption, thus extending the standby time.