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<p>This study develops a novel single server retrial queueing model for Voice over Internet Protocol (VoIP) based call centres. The model integrates optional service phases, prioritized call handling and service interruptions within a unified analytical framework. The model effectively captures complex system characteristics, including caller impatience, buffer search dynamics and server breakdowns triggered by malware attacks followed by latency dependent repairs. Steady state probabilities are analytically derived using the Supplementary Variable Technique, which is crucial for evaluating critical performance metrics. The system behavior is numerically analysed under different parameter configurations. A cost optimization framework based on the Particle Swarm Optimization algorithm is established to identify optimal operating conditions. The proposed model advances the analytical modeling of retrial queueing systems and provides substantial understanding for enhancing service reliability.</p>

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Retrial queueing analysis for VoIP call centres under malware induced disruptions with priority and balking behavior

  • 期刊论文

  • 发表日期：

    2025年12月27日

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  • Preena R.,
  • Sumitha D.

摘要

This study develops a novel single server retrial queueing model for Voice over Internet Protocol (VoIP) based call centres. The model integrates optional service phases, prioritized call handling and service interruptions within a unified analytical framework. The model effectively captures complex system characteristics, including caller impatience, buffer search dynamics and server breakdowns triggered by malware attacks followed by latency dependent repairs. Steady state probabilities are analytically derived using the Supplementary Variable Technique, which is crucial for evaluating critical performance metrics. The system behavior is numerically analysed under different parameter configurations. A cost optimization framework based on the Particle Swarm Optimization algorithm is established to identify optimal operating conditions. The proposed model advances the analytical modeling of retrial queueing systems and provides substantial understanding for enhancing service reliability.