{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,5]],"date-time":"2024-09-05T00:10:29Z","timestamp":1725495029804},"publisher-location":"Berlin, Heidelberg","reference-count":18,"publisher":"Springer Berlin Heidelberg","isbn-type":[{"type":"print","value":"9783540423027"},{"type":"electronic","value":"9783540477280"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2001]]},"DOI":"10.1007\/3-540-47728-4_8","type":"book-chapter","created":{"date-parts":[[2007,11,13]],"date-time":"2007-11-13T20:39:45Z","timestamp":1194986385000},"page":"75-84","source":"Crossref","is-referenced-by-count":4,"title":["An Approach to Internet-Based Virtual Call Center Implementation"],"prefix":"10.1007","author":[{"given":"M.","family":"Popovic","sequence":"first","affiliation":[]},{"given":"V.","family":"Kovacevic","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2001,6,22]]},"reference":[{"doi-asserted-by":"crossref","unstructured":"K. Dawson, Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center, CMP Books, ISBN: 1578200474, 1999.","key":"8_CR1","DOI":"10.1201\/9781482294576"},{"doi-asserted-by":"crossref","unstructured":"B. Cleveland and J. Mayben, Call Center Management on Fast Forward: Succeeding in Today\u2019s Dynamic Environment, Call Center Pr, ISBN: 0965909301, 1999.","key":"8_CR2","DOI":"10.1007\/978-3-322-93006-4"},{"unstructured":"M. Bodin, K. Dawson, The Call Center Dictionary: The Complete Guide to Call Center and Help Desk Technology and Operations, CMP Books, ISBN: 1578200431, 1999.","key":"8_CR3"},{"unstructured":"R. A. Gable, Inbound Call Centers: Design, Implementation, and Management, Artech House, ISBN: 089006640X, 1993.","key":"8_CR4"},{"unstructured":"M. Popovic, V. Kovacevic, S. Svircevic, \u201cConcept of Developed Medium Size Switching System CVHN-RT\u201d, Proceedings of 15th International Teletraffic Congress, Saint Petersburg, Russia, 1998.","key":"8_CR5"},{"unstructured":"V. Kovacevic, M. Popovic, E. Secerov, Z. Manojlovic, and M. Skrbic, \u201cSoftware Concept Applied in Subscriber Digital Concentrator ACK 2000 for Russian Telecommunication Network\u201d, Proceedings of IEEE International Conference on Telecommunications ICT\u2019 98, Porto Carras, Greece, June 21-25, 1998, Vol. IV, pp. 212\u2013215.","key":"8_CR6"},{"unstructured":"M. Popovic, V. Kovacevic, and M. S krbic, \u201cOn Possible V5.2 Concentrator Architectures\u201d, Proceedings of IEEE International Conference on Telecommunications ICT\u201999, Cheju Korea, Jun 15-18, 1999.","key":"8_CR7"},{"doi-asserted-by":"crossref","unstructured":"M. Popovic, V. Kovacevic, and M. Skrbic, \u201cSoftware Development & Testing Methodology used for Subscriber Digital Concentrator ACK-2000\u201d, Proceedings of IEEE 10th International Symposium on Software Reliability Engineering, Boca Raton, Florida, USA, Novemberpp1-4, 1999, pp. 175\u2013178.","key":"8_CR8","DOI":"10.1109\/ISSRE.1999.809322"},{"doi-asserted-by":"crossref","unstructured":"M. Popovic, V. Kovacevic, and M. Skrbic, \u201cSoftware Reliability & Maintenance Concept used for Automatic Call Distributor MEDIO ACD\u201d, Proceedings of IEEE 11th International Symposium on Software Reliability Engineering, San Jose, California, USA, October 8-11, 2000, pp. 336\u2013342.","key":"8_CR9","DOI":"10.1109\/ISSRE.2000.885884"},{"unstructured":"D. Yannakopoulos, M. Ferreti, M. Schultz, \u201cObject Lessons Learned from an Intelligent Agents Framework for Telephony-Based Applications\u201d, IEEE Proceedings of Technology of Object-Oriented Languages and Systems, Santa Barbara, California, 1-5 August 1999.","key":"8_CR10"},{"doi-asserted-by":"crossref","unstructured":"D. Jevtic and D. Sablic, \u201cIntelligent Call Transfer Based on Reinforcement Learning\u201d, IEEE Proceedings of IEEE-INNS-ENNS International Joint Conference on Neural Networks\u201d, Como, Italy, 24-27 July, 2000.","key":"8_CR11","DOI":"10.1109\/IJCNN.2000.859383"},{"unstructured":"H. El-Gendy, \u201cAdvanced Wired Follow Me Telephony Service\u201d, IEEE Proceedings of 12th International Conference on Computer Communications, Seoul, South Korea, August 21-24 1995.","key":"8_CR12"},{"unstructured":"R. Nelson, \u201cTechnology Tools for the Year 2005: Supporting the Nursing Process\u201d,IEEE Proceedings of Pacific Medical Technology Symposium, Honolulu, Hawaii, August 17-20, 1998.","key":"8_CR13"},{"unstructured":"A. Rohm, G. Pernul, \u201cCOPS: A Model and Infrastructure for Secure and Fair Electronic Markets\u201d, IEEE Proceedings of Thirty-second Annual Hawaii International Conference on System Science, Maui, Hawaii, 5-8 January 1999.","key":"8_CR14"},{"unstructured":"Qian-Ping Gu and S. Peng, \u201cNode-to-Node Cluster Fault Tolerant Routing in Hypercubes\u201d, IEEE Proceedings of the International Symposium on Parallel Architectures, Algorithms and Networks, Taipei, Taiwan, December 18\u201320 1997.","key":"8_CR15"},{"unstructured":"\u201cArchitecture for Voice, Video and Integrated Data\u201d-White Paper, www.cisco.com","key":"8_CR16"},{"unstructured":"\u201cThe Call Center Revolution\u201d-Technical Paper, www.3com.com","key":"8_CR17"},{"unstructured":"\u201cIP Telephony in the Call Center\u201d-White Paper, www.dialogic.com","key":"8_CR18"}],"container-title":["Lecture Notes in Computer Science","Networking \u2014 ICN 2001"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/3-540-47728-4_8","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,5,4]],"date-time":"2019-05-04T07:32:05Z","timestamp":1556955125000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/3-540-47728-4_8"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2001]]},"ISBN":["9783540423027","9783540477280"],"references-count":18,"URL":"https:\/\/doi.org\/10.1007\/3-540-47728-4_8","relation":{},"ISSN":["0302-9743"],"issn-type":[{"type":"print","value":"0302-9743"}],"subject":[],"published":{"date-parts":[[2001]]}}}