Call-Tsentry

V knige rassmotreny printsipy postroeniya i funktsionirovaniya call-tsentrov, kotorye v Rossii nazyvayut tsentrami obsluzhivaniya vyzovov (TsOV). Vypolnen sistematizirovannyy analiz sushchestvuyushchikh matematicheskikh modeley kak traditsionnykh telefonnykh, tak i sovremennykh mul'tiservisnykh i raspredelennykh tsentrov. Naryadu s opisaniem modeley TsOV, osnovannykh na klassicheskoy teorii massovogo obsluzhivaniya, proveden uglublennyy analiz matematicheskogo apparata aktual'nykh modeley mul'tiservisnykh i raspredelennykh TsOV. Takie modeli opisyvayut call-tsentry s uchetom ikh integratsii s setyami peredachi dannykh, kotorye ispol'zuyutsya dlya obsluzhivaniya krome telefonnykh vyzovov razlichnykh netelefonnykh zayavok: soobshcheniy elektronnoy pochty, chata, veb-vzaimodeystviya, faksimil'nykh i dr. Kniga rekomenduetsya samomu shirokomu krugu spetsialistov v oblasti postroeniya, proektirovaniya i ekspluatatsii sovremennykh call-tsentrov