A matrix geometric approach to the M/M/1 two-phase multi optional retrial queue with Bernoulli feedback, impatient customers and a server subject to breakdown and repair

• Published in: Opsearch Vol. 51; no. 1; pp. 36 - 49
• Main Authors: Lakshmi, K., Ramanath, Kasturi
• Format: Journal Article
• Language: English
• Published: India Springer India 01.03.2014; Springer Nature B.V
• Subjects: Application Article; Breakdown; Breakdowns; Business and Management; Call centers; Customer services; Customers; Feedback; Interactive; Management; Mathematical models; Mathematics; Operations research; Operations Research/Decision Theory; Queues; Repair; Servers; Studies; Voice response technology; Two-phases of service; Retrial queues; Level dependent QBD; Bernoulli feedback; Impatient customer; Neuts and Rao truncation method; Server breakdown and repair

In this paper, we use the matrix geometric approach to analyze the behaviour of an Interactive Voice Response System (IVRS). We model the system as an M/M/1 retrial queue with two phases of service (the second service is multi optional), Bernoulli feedback, impatient customers and the possibility of...