Call routing to distributed queues: Is FIFO really better than MED?

Abstract

New services providing automatic call distribution in the network have been one of the most hotly contested areas in the USA telecommunications arena in recent years. This has been fueled by increasing demand from large corporations for intelligent network routing that will keep their geographically distributed telemarketing/service centers operating with maximum efficiency. This paper compares two basic strategies for a network call distributor: a centralized FIFO queue and a distributed queueing strategy called Minimum‐Expected‐Delay (MED). According to MED, a central controller routes each arrival to the node that minimizes its expected delay (waiting time). Our main result qualifies the conventional wisdom that perceives FIFO as optimal. We show that the waiting time under FIFO is not stochastically smaller than that under MED. Furthermore, we prove that the waiting time distribution functions intersect at a single point. Numerical experiments suggest that, for certain performance criteria and over a range of parameters of interest, MED can actually outperform FIFO.