The paper considers the form of taking into account the specialization of information needs. An analysis of the work of modern call centers has been carried out. The authors noted the effectiveness of using IVR devices, operators, and consultants for differentiated customer service and the need to take feedback into account when forming the revenue stream of applications. The models make it possible to determine the leading indicators of the quality of service for applications arriving at the call center. Formal expressions for descriptions are derived from the input parameters' values and the model's stationary probability. The relationships between the characteristics of the call center that regulate the intensity of incoming and outgoing calls, call processing through 3CXPhone, corporate mail, and social networks were obtained using Global Statistic. The developed methodology for organizing information and reference systems makes it possible to consider modern trends in the development of call centers. The paper presents the results of research using the IP IVR system. The results of calculating service characteristics are given for two different types of calls with mixed order ω=(0.5; 0.7; 0.9). The presented results were obtained by using experimental data of the JSC Kazakhtelecom's call center. For the calculations, the authors used the formulas of the teletraffic theory for a mixed service system. It also assesses the extent of combined service model effects for the contact center's call quality. It is shown that the probability of lost calls depends on the incoming load. The obtained results show that the mixed order for incoming calls servicing affects the probability of service failure.

No abstract

In connection with the global decarbonization program until 2050, the transition to clean green energy, the growth of the Internet of Things (IoT) number, and energy distribution and control across the load are being raised. The relevance of the work is confirmed that there has been significant growth of the industrial IoT for years, significantly changing the mechanism of industrial enterprise management programs. The object of the research is the IoT device control system for efficient energy distribution using a Queuing Theory, namely the Teletraffic Theory. The novelty of the work is that the Teletraffic Theory, which deals with the mathematical modeling and analysis of traffic patterns in communication networks, can be explicitly applied to IoT device control. The authors developed a mathematical model of IoT control using the Teletraffic Theory and, based on it, created a simulation model of a network router and a transition schedule in the "GPSS World" software. The obtained results of the work were 16 states and a balance equation in which all probabilities were found. Probabilities were used to calculate nodes and network characteristics. 100,000 requests from IoT devices coming to two routers were simulated. The study results showed that the first node's load is 63.2 % with an average processing time per transaction of M=1.436 sec., and the load of the second node is 32 % with M=0.914 sec. The created network router model worked with minimal losses during transactions. Accordingly, the IoT control system developed in this study has shown its effectiveness and is applicable for practical use in controlling IoT devices in Smart Grid. It is planned to research the possibility of using Teletraffic Theory in energy distribution control systems in Smart Grids

No abstract

No abstract