Performance Measures of Emergency Services in Case of Overload

摘要

The mathematical model of public-safety answering points (PSAP) functioning is constructed and analyzed. In the model the usage of interactive voice response (IVR) and the possibility of call repetition in case of blocking or unsuccessful waiting are taken into account. Algorithm of characteristics estimation based on truncation of used infinite space of states and solving the system of state equations is suggested. Relative error of characteristics calculation caused by truncation is found. The first two or three terms in the asymptotic expansion of basic stationary performance measures into a power series of the intensity of primary calls as it tends to infinity are derived. Approximate algorithm of performance measures estimation is constructed. The usage of the model for elimination of negative effects of PSAP overload is considered.