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Call-Distribution-Based View: The Theoretical Ground for Strategic Routing Management

Zheng-Yun Zhuang1, M. Awais Gulzar2, and Shu-Chin Chang3
1.School of Computer and Computing Science, City College, Zhejiang University, Hangzhou (310015), China
2.School of Business, City College, Zhejiang University, Hangzhou (310015), China
3.Department of Accounting, Chung Yuan Christian University, Taoyuan (32023), Taiwan

Abstract—This study disseminates the idea of managing the call routing problem in another perspective, which is named as the call-distribution-based view (CDBV). In this study, decision problems for telecommunications routing management are stratified into three classes; external, internal and strategic (per-se) by synthesizing two very fundamental theories: systems theory and the theory of management hierarchy. It is identified that for the strategic decisions, the top management of an operator is usually concerned with a main routing decision problem: how to decide an appropriate call distribution portfolio, as to keep the service profitable and to maintain the quality of service. Such problem involves the key performance indices of a voice service operation. It arose with the end of the monopoly in the telecommunications sector, but it is seldom addressed. Accordingly, the CDBV view is proposed to conceptualize the problem and it is shown to have decision analysis functions by a call-distribution decision case. By demonstrating that CDBV underlies an existing linear programming (LP) approach that was designed to decide the call distribution ‘scenario’, it is also shown to lend theoretical grounds for future problem modeling purpose. Therefore, future generalized models for determining a real optimal call distribution ‘portfolio’ can be expected.

Index Terms—Decision making, outbound portfolio decision, telecommunications operation, call distribution, engineering management

Cite: Zheng-Yun Zhuang, M. Awais Gulzar, and Shu-Chin Chang, "Call-Distribution-Based View: The Theoretical Ground for Strategic Routing Management," Journal of Communications, vol. 10, no. 4, pp. 221-230, 2015. Doi: 10.12720/jcm.10.4.221-230