Ensuring Access to Emergency Services in the Presence of Long Internet Dial-Up Calls

V. Ramaswami (), David Poole (), Soohan Ahn (), Simon Byers () and Alan Kaplan ()
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V. Ramaswami: AT&T Labs, 180 Park Avenue, Florham Park, New Jersey 07932
David Poole: AT&T Labs, 180 Park Avenue, Florham Park, New Jersey 07932
Soohan Ahn: Department of Statistics, University of Seoul, Seoul 130-743, South Korea
Simon Byers: AT&T Labs, 180 Park Avenue, Florham Park, New Jersey 07932
Alan Kaplan: Unique Technical Solutions, 52 Brookside Drive, Upper Saddle River, New Jersey 07458

Interfaces, 2005, vol. 35, issue 5, 411-422

Abstract: Telephone availability is critical, particularly in emergency situations when people need immediate help. We used statistical data analysis and queueing models to identify the root cause of dial-tone unavailability in parts of the AT&T network and to develop remedies. Our solutions restored quality service, protecting the AT&T brand name and ensuring the safety of our customers. This work also gave AT&T opportunities to reduce transit charges paid to other carriers by $15 million per year. In addition, we have filed five patent requests, of which two have been granted and the rest are pending (Chaudhury et al. 2004, Kaplan and Ramaswami 2004). Furthermore, our findings have important implications for several current areas of research related to Internet and broadband technologies, call-center engineering, and network security.

Keywords: facilities: equipment planning; capacity expansion; industries: communications (search for similar items in EconPapers)
Date: 2005
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