ContactCenters
V. 0.9.9.

umontreal.iro.lecuyer.contactcenters.router
Class SingleFIFOQueueRouter

java.lang.Object
  extended by umontreal.iro.lecuyer.contactcenters.router.Router
      extended by umontreal.iro.lecuyer.contactcenters.router.QueuePriorityRouter
          extended by umontreal.iro.lecuyer.contactcenters.router.SingleFIFOQueueRouter
All Implemented Interfaces:
NewContactListener

public class SingleFIFOQueueRouter
extends QueuePriorityRouter

This extends the queue priority router to implement a single FIFO queue. The router assumes that every attached waiting queue uses a FIFO discipline. When a contact arrives into the router, the same scheme for agent group selection as with the queue priority router is used. However, when an agent becomes free, instead of using the group-to-type map to determine the order in which the queues are queried, all queues authorized by the group-to-type map are considered, and the contact with the longest waiting time is removed. If more than one queue has a first contact with the same queue time, which rarely happens in practice, the contact is removed from the first one in the ordered list obtained from the group-to-type map. This policy is equivalent to but more efficient than merging all waiting queues, sorting the contacts in ascending arrival times, and having the agents take the first contact they can serve.


Field Summary
 
Fields inherited from class umontreal.iro.lecuyer.contactcenters.router.QueuePriorityRouter
groupToTypeMap, typeToGroupMap
 
Fields inherited from class umontreal.iro.lecuyer.contactcenters.router.Router
BLOCKTYPE_CANTQUEUE, BLOCKTYPE_NOLINE, BLOCKTYPE_QUEUEFULL, DEQUEUETYPE_BEGINSERVICE, DEQUEUETYPE_FANTOM, DEQUEUETYPE_NOAGENT, DEQUEUETYPE_TRANSFER, dqTypeRet
 
Constructor Summary
SingleFIFOQueueRouter(int[][] typeToGroupMap, int[][] groupToTypeMap)
          Constructs a new single FIFO queue router with a type-to-group map typeToGroupMap and a group-to-type map groupToTypeMap.
 
Method Summary
 String getDescription()
           
protected  DequeueEvent selectContact(AgentGroup group, Agent agent)
          Returns a dequeue event representing a queued contact to be served by the agent agent in agent group group.
 
Methods inherited from class umontreal.iro.lecuyer.contactcenters.router.QueuePriorityRouter
canServe, checkFreeAgents, checkWaitingQueues, formatGroupToTypeMap, formatTypeToGroupMap, getGroupToTypeMap, getGroupToTypeMap, getTypeToGroupMap, getTypeToGroupMap, getWaitingQueueType, selectAgent, selectWaitingQueue, setRoutingTable, toLongString
 
Methods inherited from class umontreal.iro.lecuyer.contactcenters.router.Router
addExitedContactListener, agentReroutingEventsIterator, beginService, clearExitedContactListeners, contactReroutingEventsIterator, dequeued, endContact, endService, enqueued, exitBlocked, exitDequeued, exitServed, formatAgentGroups, formatWaitingQueues, getAgentGroup, getAgentGroupListener, getAgentGroups, getAgentReroutingEvents, getContactFactory, getContactReroutingEvents, getCurrentQueueSize, getDialers, getExitedContactListeners, getNeededWaitingQueueComparator, getNeededWaitingQueueStructure, getNumAgentGroups, getNumContactTypes, getNumWaitingQueues, getReroutingDelay, getReroutingDelay, getTotalQueueCapacity, getWaitingQueue, getWaitingQueueListener, getWaitingQueues, init, isKeepingReroutingEvents, mustClearWaitingQueue, needsDetailedAgentGroup, newContact, notifyBlocked, notifyDequeued, notifyServed, removeExitedContactListener, restore, save, selectAgent, selectContact, selectWaitingQueue, setAgentGroup, setClearWaitingQueue, setClearWaitingQueues, setContactFactory, setKeepingReroutingEvents, setTotalQueueCapacity, setWaitingQueue, startDialers, toString
 
Methods inherited from class java.lang.Object
clone, equals, finalize, getClass, hashCode, notify, notifyAll, wait, wait, wait
 

Constructor Detail

SingleFIFOQueueRouter

public SingleFIFOQueueRouter(int[][] typeToGroupMap,
                             int[][] groupToTypeMap)
Constructs a new single FIFO queue router with a type-to-group map typeToGroupMap and a group-to-type map groupToTypeMap.

Parameters:
typeToGroupMap - the type-to-group map.
groupToTypeMap - the group-to-type map.
Method Detail

selectContact

protected DequeueEvent selectContact(AgentGroup group,
                                     Agent agent)
Description copied from class: Router
Returns a dequeue event representing a queued contact to be served by the agent agent in agent group group. If agent is null, the method must return a contact that can be served by any agent in the group. If no contact is available, this method returns null. The selected contacts come from waiting queues attached to the router. Before the selected contact is returned, it must be removed from its queue with dequeue type Router.DEQUEUETYPE_BEGINSERVICE, e.g., by using queue.removeFirst (DEQUEUETYPE_BEGINSERVICE), or queue.remove (ev, DEQUEUETYPE_BEGINSERVICE), etc.

Generally, it is sufficient to override this method instead of Router.checkFreeAgents(AgentGroup,Agent). One can override Router.checkFreeAgents(AgentGroup,Agent) to improve efficiency when looking for contacts in the same waiting queue. This method is not abstract and returns null by default in order to allow Router.checkFreeAgents(AgentGroup,Agent) to be overridden without implementing this method.

Overrides:
selectContact in class QueuePriorityRouter
Parameters:
group - the affected agent group.
agent - the agent having ended its service.
Returns:
the dequeue event representing the contact being selected.

getDescription

public String getDescription()
Overrides:
getDescription in class QueuePriorityRouter

ContactCenters
V. 0.9.9.

To submit a bug or ask questions, send an e-mail to Richard Simard.