Method for increasing the capacity of the emergency response system
The main entry point for all appeals in emergencies is an emergency call center. General requirement - quick and reliable processing of citizens appeals. The operator system of call centers is designed for a certain average level of traffic. A sharp increase in the number of calls in emergencies reduces the availability of operators. Only a small portion of calls will be served by operators. A significant part of calls are routed to the interactive voice menu system IVR. Important messages about emergencies may be missed. When developing a mathematical model and studying the characteristics of complex communication systems in the theory of teletraffic, decomposition of such systems as sets of individual modules is used. Calculation of the characteristics of the studied system is carried out using the characteristics of individual modules. Using this approach facilitates the input and analysis of various generalizations of the main model. Algorithms for evaluating characteristics at two levels of the general model can be produced independently of each other, making the necessary changes. The article discusses options for creating a mutual assistance system for the timely receipt of reliable information from users. The results of analytical calculations are confirmed by the results of mathematical modeling.