ERLANG

GOAL OF ERLANG THORY

The goal of Erlangs traffic theory is to determine exactly how many service-providing elements should be provided in order to satisfy users, without wasteful over-provisioning. To do this, a target is set for the grade of service (GoS) or quality of service (QoS). For example, in a system where there is no queuing, the GoS may be that no more than 1 call in 100 is blocked (i.e., rejected) due to all circuits being in use (a GoS of 0.01)

WHAT IS ERLANG
The

erlang (symbol E) is a dimensionless unit that is used in telephony as a statistical measure of offered load or carried load on service-providing elements such as telephone circuits or telephone switching equipment.

TRAFFIC MEASUREMENTS
Carried Traffic - When used to represent carried traffic, a value followed by erlangs represents the average number of concurrent calls carried by the circuits. Offered Traffic - When used to describe offered traffic, a value followed by erlangs represents the average number of concurrent calls that would have been carried if there were an unlimited number of circuits. Instantaneous traffic - Expressed as a certain number of erlangs, meaning the exact number of calls taking place at a point in time.

ERLANG TRAFFIC MODELS

Erlang B : This is the most commonly used traffic model, and is used to work out how many lines are required if the traffic figure (in Erlangs) during the busiest hour is known. It assumes that all blocked calls are immediately cleared. Extended Erlang B : This model is similar to Erlang B, but takes into account that a percentage of calls are immediately represented to the system if they encounter blocking (a busy signal). The retry percentage can be specified. Erlang C : This model assumes that all blocked calls stay in the system until they can be handled. It can be applied to the design of call center staffing arrangements where, if calls cannot be immediately answered, they enter a queue.

ERLANG B FORMULA
Erlang-B also known as the Erlang loss formula, is a formula for the blocking probability derived from the Erlang distribution to describe the probability of call loss on a group of circuits. The formula provides the GoS (grade of service) which is the probability Pb that a new call arriving at the circuit group is rejected because all servers (circuits) are busy: B(E, m) when E Erlang of traffic are offered to m trunks (communication channels).

EXTENDED ERLANG B FORMULA

Extended Erlang B is an iterative calculation, rather than a formula, that adds an extra parameter, the Recall Factor, which defines the recall attempts. The steps in the process are as follows: 1. Calculate Pb by Erlang B formula. 2. Calculate the probable number of blocked calls 3. Calculate the number of recalls, R assuming a Recall Factor, Rf: 4. Calculate the new offered traffic where E0 is the initial (baseline) level of traffic. 5. Return to step 1 and iterate until a stable value of E is obtained.

ERLANG C FORMULA

The Erlang C formula expresses the waiting probability in a queuing system. It assumes an infinite population of sources, which jointly offer traffic of A erlangs to N servers. However, if all the servers are busy when a request arrives from a source, the request is queued. An unlimited number of requests may be held in the queue in this way. It is used to determine the number of agents or customer service representatives needed to staff a call centre, for a specified desired probability of queuing.

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