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The paper considers the model of a call center in the form of a multi-server queueing system with Poisson arrivals and an unlimited waiting area. In the model under consideration, incoming calls do not differ in terms of service conditions, requested service, and interarrival periods. It is assumed that an incoming call can use any free server and they are all identical in terms of capabilities and quality. The goal problem is to find the stationary distribution of the number of calls in the system for an arbitrary recurrent service. This will allow us to evaluate the performance measures of such systems and solve various optimization problems for them. Considering models with non-exponential service times provides solutions for a wide class of mathematical models, making the results more adequate for real call centers. The solution is based on the approximation of the given distribution function of the service time by the hyperexponential distribution function. Therefore, first, the problem of studying a system with hyperexponential service is solved using the matrix-geometric method. Further, on the basis of this result, an approximation of the stationary distribution of the number of calls in a multi-server system with an arbitrary distribution function of the service time is constructed. Various issues in the application of this approximation are considered, and its accuracy is analyzed based on comparison with the known analytical result for a particular case, as well as with the results of the simulation.

In this paper, we propose a method for studying the reliability of series systems with redundancy and repair facilities. We consider arbitrary distributions of the units' time to failure and exponentially distributed recovery times. The approach based on the use of fictitious phases and hyperexponential approximations of arbitrary distributions by the method of moments. We consider cases of fictitious hyperexponential distributions with paradoxical and complex parameters. We define conditions for the variation coefficients of the gamma distributions and Weibull distributions, for which the best and same accuracy of calculating the steady-state probabilities is achieved in comparison with the results of simulation modeling. [ABSTRACT FROM AUTHOR]

In this paper, we propose a method for calculating steady-state probabilities of the G/G/1/m and M/G/1/m queueing systems with service times changes depending of the number of customers in the system. The method is based on the use of fictitious phases and hyperexponential approximations with parameters of the paradoxical and complex type. A change in the service mode can only occur at the moment the service is started. We verified the obtained numerical results using the potential method and simulation models, constructed by means of GPSS World. [ABSTRACT FROM AUTHOR]

This article proposes an analysis of the results of the application of hyperexponential approximations with parameters of the paradoxical and complex type for calculating the steady-state probabilities of the G/G/n/m queueing systems with the number of channels n = 1, 2 and 3. The steady-state probabilities are solutions of a system of linear algebraic equations obtained by the method of fictitious phases. Approximation of arbitrary distributions is carried out using the method of moments. We verified the obtained numerical results using potential method and simulation models, constructed by means of GPSS World. [ABSTRACT FROM AUTHOR]

The paper considers the model of a call center in the form of a multi-server queueing system with Poisson arrivals and an unlimited waiting area. In the model under consideration, incoming calls do not differ in terms of service conditions, requested service, and interarrival periods. It is assumed that an incoming call can use any free server and they are all identical in terms of capabilities and quality. The goal problem is to find the stationary distribution of the number of calls in the system for an arbitrary recurrent service. This will allow us to evaluate the performance measures of such systems and solve various optimization problems for them. Considering models with non-exponential service times provides solutions for a wide class of mathematical models, making the results more adequate for real call centers. The solution is based on the approximation of the given distribution function of the service time by the hyperexponential distribution function. Therefore, first, the problem of studying a system with hyperexponential service is solved using the matrix-geometric method. Further, on the basis of this result, an approximation of the stationary distribution of the number of calls in a multi-server system with an arbitrary distribution function of the service time is constructed. Various issues in the application of this approximation are considered, and its accuracy is analyzed based on comparison with the known analytical result for a particular case, as well as with the results of the simulation. [ABSTRACT FROM AUTHOR]