Connect Time Limits and Customer Service Levels in Dial-up Modem Pools

Managing customer service in dial-up modem operations is critical for both non-profit and for-profit dial-up modem (DMP) operators. When system operators face excess demand, they can either add capacity or adapt their management techniques to deal with their limited resources—this paper considers the latter. We examine how system operators can more efficiently utilize their resources by imposing connect time limits on their users, as well as the negative impact from such limits. We analyze the use of time limits on two key customer service measures: percent of lost customers (customers who leave theDMPsystem without receiving service) and percent of customers disconnected before their work is complete. The results show that imposing these limits will have distinct, non-linear impact on these measures. Interactions between several system and environmental parameters are also discussed.