This document proposes using intelligent software agents to improve data searching in contact centers with distributed databases. It describes a multi-agent system developed using the Java Agent Development Framework (JADE) that employs mobile agents to search multiple distributed databases. The system is evaluated using a case study that simulates a searching agent cloning itself to search three databases in parallel. The results show the proposed agent-based approach can retrieve results faster than a non-distributed search.
Performance and Supply Chain Management for the Software TelcoMartin Geddes
Many network operators are currently engaged in the transformation to become a ‘software telco’. Programmable networks deliver more efficiency and flexibility from the underlying fixed physical network assets. However, this also introduces new business and technical risks. We look at how to manage the technical issues of the SDN/NFV world.
Curso: Redes y comunicaciones II: 02 CaaS, NaaS.
Dictado en la Universidad Tecnológica del Perú, Lima - Perú, ciclos 2011-3 (octubre/2011) y 2012-1 (abril/2012).
Rising to the New Challenges of Transactional Services in the Public SectorCapgemini
Companies and government agencies alike are moving their activities online.
The rising curve of online service delivery adoption has raised expectations of service levels. Yet many transactions in the public sector are often still provided by systems that were not intended, designed and built to support the exponential user and data growth.
Subsequently, the rise of online service delivery not only requires new investment but also adds new risks in making these systems secure for an online world with its increasing levels of cyber crime. Both the private and the public sectors are under pressure to reduce the costs associated with delivery of transactional services.
But since our last paper on the topic was published, three significant trends have emerged:
- The increased urgency to reduce fraud and non-compliance
- The changing nature of Business Process Outsourcing (BPO) and Shared Services strategies moving away from pure cost reduction to transformational outsourcing
- The rapid rise of Cloud technology, with dramatic changes to delivery models
Read our paper to learn more about how government can learn from the private sector in order to tackle these issues.
Performance and Supply Chain Management for the Software TelcoMartin Geddes
Many network operators are currently engaged in the transformation to become a ‘software telco’. Programmable networks deliver more efficiency and flexibility from the underlying fixed physical network assets. However, this also introduces new business and technical risks. We look at how to manage the technical issues of the SDN/NFV world.
Curso: Redes y comunicaciones II: 02 CaaS, NaaS.
Dictado en la Universidad Tecnológica del Perú, Lima - Perú, ciclos 2011-3 (octubre/2011) y 2012-1 (abril/2012).
Rising to the New Challenges of Transactional Services in the Public SectorCapgemini
Companies and government agencies alike are moving their activities online.
The rising curve of online service delivery adoption has raised expectations of service levels. Yet many transactions in the public sector are often still provided by systems that were not intended, designed and built to support the exponential user and data growth.
Subsequently, the rise of online service delivery not only requires new investment but also adds new risks in making these systems secure for an online world with its increasing levels of cyber crime. Both the private and the public sectors are under pressure to reduce the costs associated with delivery of transactional services.
But since our last paper on the topic was published, three significant trends have emerged:
- The increased urgency to reduce fraud and non-compliance
- The changing nature of Business Process Outsourcing (BPO) and Shared Services strategies moving away from pure cost reduction to transformational outsourcing
- The rapid rise of Cloud technology, with dramatic changes to delivery models
Read our paper to learn more about how government can learn from the private sector in order to tackle these issues.
Many of mobile devices suffer from limited computation resources (memory and processors), limited network
connection, bandwidth and limited battery life. For minimizing these problems mobile agents are premising
technology. However, for clients and servers most mobile agent systems are very resources demanding. This
research paper describes an approach to run mobile agents on different devices from mobile phones and
Personal Digital Assistants (PDAs) to powerful PCs. It proposes a simple mobile agent architecture and
middleware that makes it possible for accessing a mobile agent system on different devices. This architecture
and middleware proposes that clients will state their abilities. Depending on these abilities, the client will either
run the full mobile agent on the device or only run a light-weight version of the agent on the device. The mobile
agents are basically same on all clients, but code of the mobile agent is removed for small devices. This means
that only the data of the agent can be changed for mobile devices with minimal resources. The code of this agent
is stored at the server. When the agent returns to the server, the two parts are joined and the agent is ready to be
executed. The joined mobile agent can migrate to other agent servers and clients. A middleware is also proposed
that makes it possible to establish communication between different heterogeneous devices.
From Services to Cogs and Journey to Cognitive BPMHamid Motahari
The keynote at Joint IEEE BigData Service 2017, and 11th IEEE International Symposium on Service-Oriented System Engineering (SOSE 2017) with a focus on Cognitive Assistant in the Enterprise, and Cognitive Services.
Cloud Computing: A study of cloud architecture and its patternsIJERA Editor
Cloud computing is a general term for anything that involves delivering hosted services over the Internet. Cloud computing is a paradigm shift following the shift from mainframe to client–server in the early 1980s. Cloud computing can be defined as accessing third party software and services on web and paying as per usage. It facilitates scalability and virtualized resources over Internet as a service providing cost effective and scalable solution to customers. Cloud computing has evolved as a disruptive technology and picked up speed with the presence of many vendors in cloud computing space. The evolution of cloud computing from numerous technological approaches and business models such as SaaS, cluster computing, high performance computing, etc., signifies that the cloud IDM can be considered as a superset of all the corresponding issues from these paradigms and many more. In this paper we will discuss Life cycle management, Cloud architecture, Pattern in Cloud IDM, Volatility of Cloud relations.
Quality of Service in Publish/Subscribe MiddlewareAngelo Corsaro
During the last decade the publish/subscribe communication paradigm gained a central role in the design and development of a large class of applications ranging from stock exchange systems to news tickers, from air traffic control to defense systems. This success is mainly due to the capacity of publish/subscribe to completely decouple communication participants, thus allowing the development of applications that are more tolerant to communications asynchrony. This chapter introduces the publish/subscribe communication paradigm, stressing those charac- teristics that have a stronger impact on the quality of service provided to partic- ipants. The chapter also introduce the reader to two widely recognized industrial standards for publish/subscribe systems: the Java Message Service (JMS) and the Data Distribution Service (DDS).
Design and implementation of intelligent community system based on thin clien...ijasuc
With the continuous development of science and technology, the intelligent development of community
system becomes a trend. Meanwhile, smart mobile devices and cloud computing technology are
increasingly used in intelligent information systems; however, smart mobile devices such as smartphone
and smart pad, also known as thin clients, limited by either their capacities (CPU, memory or battery) or
their network resources, do not always meet users' satisfaction in using mobile services. Mobile cloud
computing, in which resource-rich virtual machines of smart mobile device are provided to a customer as a
service, can be terrific solution for expanding the limitation of real smart mobile device, but the resources
utilization rate is low and the information cannot be shared easily. To address the problems above, this
paper proposes an information system for intelligent community, which is composed of thin clients, wide
band network and cloud computing servers. On one hand, the thin clients with the characteristics of energy
efficiency, high robustness and high computing capacity can efficiently avoid the problems encountered in
the PC architecture and mobile devices. On the other hand, the cloud computing servers in the proposed
information system solve the problems of resource sharing barriers. Finally, the system is built in real
environments to evaluate the performance. We deploy the proposed system in a community with more than
2000 residents, and it is demonstrated that the proposed system is robust and efficient.
CREDIT BASED METHODOLOGY TO DETECT AND DISCRIMINATE DDOS ATTACK FROM FLASH CR...IJNSA Journal
The latest trend in the field of computing is the migration of organizations and offloading the tasks to
cloud. The security concerns hinder the widespread acceptance of cloud. Of various, the DDoS in cloud is
found to be the most dangerous. Various approaches are there to defend DDoS in cloud, but have lots of
pitfalls. This paper proposes a new reputation-based framework for mitigating the DDoS in cloud by
classifying the users into three categories as well-reputed, reputed and ill-reputed based on credits. The
fact that attack is fired by malicious programs installed by the attackers in the compromised systems and
they exhibit similar characteristics used for discriminating the DDoS traffic from flash crowds. Credits of
clients who show signs of similarity are decremented. This reduces the computational and storage
overhead. This proposed method is expected to take the edge off DDoS in a cloud environment and ensures
full security to cloud resources. CloudSim simulation results also proved that the deployment of this
approach improved the resource utilization with reduced cost.
This paper describes a service-oriented architecture for data acquisition and control leveraging some of the latest concepts in software engineering. By addressing the business requirements to support role-based applications
and services, the platform removes the “islands of automation” issue and allows a vertical decomposition of the application stack to lower the barrier to entry for new applications
Pervasive Computing Reference Architecture from a Software Engineering Perspe...Osama M. Khaled
The thesis introduces a new reference architecture in the PervComp domain which was developed using a novel requirements engineering method. It also introduces a novel statistical method for tradeoff analysis and conflict resolution between the requirements. The adaptation of the activity theory, human perception theory and process re-engineering methods to develop the BRA and the TRA proved to be very successful. Our approach to reuse the ontological dictionary to monitor the system performance was also innovative. Finally, the thesis evaluation methods represent a role model for researchers on how to use both qualitative and quantitative methods to evaluate a reference architecture.
Our results show that the requirements engineering process along with the trade-off analysis were very important to deliver the PervCompRA-SE. We discovered that the invisibility feature, which was one of the envisioned quality features for the PervComp, is demolished and that the qualitative evaluation methods were just as important as the quantitative evaluation methods in order to recognize the overall quality of the RA by machines as well as by human beings.
https://www.researchgate.net/publication/316628680_Pervasive_Computing_Reference_Architecture_from_a_Software_Engineering_Perspective?ev=prf_high
iso 9001 certification, iso certification Delhi, iso certifications, iso provider, haccp certificate providers, haccp certifications, iso 22000 certification, ce marking registration, ce marking India, ce marking certifications, ce marking delhi, ce marking services, ce marking documentation, ce approval, ce testing, european ce certification, ce directive, ce standard, ce standards, ce certification provider, ce certification, ce marking agencies, ce marking provider, ce compliance, ce advisors, ce self certification, ce notified bodies, ce conforming, ce registration, low cost ce marking, cheapest ce mark provider in delhi, ce legislation, ce label, ce marking services, ce emc, ce eu standards, ce technical file, ce inspection, haccp certification Delhi, best haccp certification, haccp certification services, haccp documentations, haccp certification at low cost, how to hire an haccp company, how to get haccp certificate soon, haccp standards, what is haccp, what is haccp standards, haccp implementations, low cost haccp certification, cheap haccp certification, haccp registration services, haccp provider, haccp certification provider, haccp inspection, haccp testing, food and safety management system, hazard analysis critical control point, ce marking in Hyderabad, ce marking in Bangalore, ce marking in India, RoHS Certification, RoHS Compliance, RoHS Testing, ohsas certification, ohsas 18001 certification, ohsas certification delhi, ohsas 18001 certification in India, Kosher certification services, Kosher certification India, iso 14001 certification services, iso 14001 certification in Delhi, iso 27001 certification, c-tpat compliance, c-tpat certification services, c-tpat certification in India, c-tpat certification in Delhi, c-tpat certification in Mumbai, c-tpat certification in Pune, gmp certification services, gmp certification in India, gmp certification in Delhi, who gmp certification services, who gmp certification in India, who gmp certification in Delhi
Many of mobile devices suffer from limited computation resources (memory and processors), limited network
connection, bandwidth and limited battery life. For minimizing these problems mobile agents are premising
technology. However, for clients and servers most mobile agent systems are very resources demanding. This
research paper describes an approach to run mobile agents on different devices from mobile phones and
Personal Digital Assistants (PDAs) to powerful PCs. It proposes a simple mobile agent architecture and
middleware that makes it possible for accessing a mobile agent system on different devices. This architecture
and middleware proposes that clients will state their abilities. Depending on these abilities, the client will either
run the full mobile agent on the device or only run a light-weight version of the agent on the device. The mobile
agents are basically same on all clients, but code of the mobile agent is removed for small devices. This means
that only the data of the agent can be changed for mobile devices with minimal resources. The code of this agent
is stored at the server. When the agent returns to the server, the two parts are joined and the agent is ready to be
executed. The joined mobile agent can migrate to other agent servers and clients. A middleware is also proposed
that makes it possible to establish communication between different heterogeneous devices.
From Services to Cogs and Journey to Cognitive BPMHamid Motahari
The keynote at Joint IEEE BigData Service 2017, and 11th IEEE International Symposium on Service-Oriented System Engineering (SOSE 2017) with a focus on Cognitive Assistant in the Enterprise, and Cognitive Services.
Cloud Computing: A study of cloud architecture and its patternsIJERA Editor
Cloud computing is a general term for anything that involves delivering hosted services over the Internet. Cloud computing is a paradigm shift following the shift from mainframe to client–server in the early 1980s. Cloud computing can be defined as accessing third party software and services on web and paying as per usage. It facilitates scalability and virtualized resources over Internet as a service providing cost effective and scalable solution to customers. Cloud computing has evolved as a disruptive technology and picked up speed with the presence of many vendors in cloud computing space. The evolution of cloud computing from numerous technological approaches and business models such as SaaS, cluster computing, high performance computing, etc., signifies that the cloud IDM can be considered as a superset of all the corresponding issues from these paradigms and many more. In this paper we will discuss Life cycle management, Cloud architecture, Pattern in Cloud IDM, Volatility of Cloud relations.
Quality of Service in Publish/Subscribe MiddlewareAngelo Corsaro
During the last decade the publish/subscribe communication paradigm gained a central role in the design and development of a large class of applications ranging from stock exchange systems to news tickers, from air traffic control to defense systems. This success is mainly due to the capacity of publish/subscribe to completely decouple communication participants, thus allowing the development of applications that are more tolerant to communications asynchrony. This chapter introduces the publish/subscribe communication paradigm, stressing those charac- teristics that have a stronger impact on the quality of service provided to partic- ipants. The chapter also introduce the reader to two widely recognized industrial standards for publish/subscribe systems: the Java Message Service (JMS) and the Data Distribution Service (DDS).
Design and implementation of intelligent community system based on thin clien...ijasuc
With the continuous development of science and technology, the intelligent development of community
system becomes a trend. Meanwhile, smart mobile devices and cloud computing technology are
increasingly used in intelligent information systems; however, smart mobile devices such as smartphone
and smart pad, also known as thin clients, limited by either their capacities (CPU, memory or battery) or
their network resources, do not always meet users' satisfaction in using mobile services. Mobile cloud
computing, in which resource-rich virtual machines of smart mobile device are provided to a customer as a
service, can be terrific solution for expanding the limitation of real smart mobile device, but the resources
utilization rate is low and the information cannot be shared easily. To address the problems above, this
paper proposes an information system for intelligent community, which is composed of thin clients, wide
band network and cloud computing servers. On one hand, the thin clients with the characteristics of energy
efficiency, high robustness and high computing capacity can efficiently avoid the problems encountered in
the PC architecture and mobile devices. On the other hand, the cloud computing servers in the proposed
information system solve the problems of resource sharing barriers. Finally, the system is built in real
environments to evaluate the performance. We deploy the proposed system in a community with more than
2000 residents, and it is demonstrated that the proposed system is robust and efficient.
CREDIT BASED METHODOLOGY TO DETECT AND DISCRIMINATE DDOS ATTACK FROM FLASH CR...IJNSA Journal
The latest trend in the field of computing is the migration of organizations and offloading the tasks to
cloud. The security concerns hinder the widespread acceptance of cloud. Of various, the DDoS in cloud is
found to be the most dangerous. Various approaches are there to defend DDoS in cloud, but have lots of
pitfalls. This paper proposes a new reputation-based framework for mitigating the DDoS in cloud by
classifying the users into three categories as well-reputed, reputed and ill-reputed based on credits. The
fact that attack is fired by malicious programs installed by the attackers in the compromised systems and
they exhibit similar characteristics used for discriminating the DDoS traffic from flash crowds. Credits of
clients who show signs of similarity are decremented. This reduces the computational and storage
overhead. This proposed method is expected to take the edge off DDoS in a cloud environment and ensures
full security to cloud resources. CloudSim simulation results also proved that the deployment of this
approach improved the resource utilization with reduced cost.
This paper describes a service-oriented architecture for data acquisition and control leveraging some of the latest concepts in software engineering. By addressing the business requirements to support role-based applications
and services, the platform removes the “islands of automation” issue and allows a vertical decomposition of the application stack to lower the barrier to entry for new applications
Pervasive Computing Reference Architecture from a Software Engineering Perspe...Osama M. Khaled
The thesis introduces a new reference architecture in the PervComp domain which was developed using a novel requirements engineering method. It also introduces a novel statistical method for tradeoff analysis and conflict resolution between the requirements. The adaptation of the activity theory, human perception theory and process re-engineering methods to develop the BRA and the TRA proved to be very successful. Our approach to reuse the ontological dictionary to monitor the system performance was also innovative. Finally, the thesis evaluation methods represent a role model for researchers on how to use both qualitative and quantitative methods to evaluate a reference architecture.
Our results show that the requirements engineering process along with the trade-off analysis were very important to deliver the PervCompRA-SE. We discovered that the invisibility feature, which was one of the envisioned quality features for the PervComp, is demolished and that the qualitative evaluation methods were just as important as the quantitative evaluation methods in order to recognize the overall quality of the RA by machines as well as by human beings.
https://www.researchgate.net/publication/316628680_Pervasive_Computing_Reference_Architecture_from_a_Software_Engineering_Perspective?ev=prf_high
iso 9001 certification, iso certification Delhi, iso certifications, iso provider, haccp certificate providers, haccp certifications, iso 22000 certification, ce marking registration, ce marking India, ce marking certifications, ce marking delhi, ce marking services, ce marking documentation, ce approval, ce testing, european ce certification, ce directive, ce standard, ce standards, ce certification provider, ce certification, ce marking agencies, ce marking provider, ce compliance, ce advisors, ce self certification, ce notified bodies, ce conforming, ce registration, low cost ce marking, cheapest ce mark provider in delhi, ce legislation, ce label, ce marking services, ce emc, ce eu standards, ce technical file, ce inspection, haccp certification Delhi, best haccp certification, haccp certification services, haccp documentations, haccp certification at low cost, how to hire an haccp company, how to get haccp certificate soon, haccp standards, what is haccp, what is haccp standards, haccp implementations, low cost haccp certification, cheap haccp certification, haccp registration services, haccp provider, haccp certification provider, haccp inspection, haccp testing, food and safety management system, hazard analysis critical control point, ce marking in Hyderabad, ce marking in Bangalore, ce marking in India, RoHS Certification, RoHS Compliance, RoHS Testing, ohsas certification, ohsas 18001 certification, ohsas certification delhi, ohsas 18001 certification in India, Kosher certification services, Kosher certification India, iso 14001 certification services, iso 14001 certification in Delhi, iso 27001 certification, c-tpat compliance, c-tpat certification services, c-tpat certification in India, c-tpat certification in Delhi, c-tpat certification in Mumbai, c-tpat certification in Pune, gmp certification services, gmp certification in India, gmp certification in Delhi, who gmp certification services, who gmp certification in India, who gmp certification in Delhi
How to Deliver Kick Ass Salesforce Training Without Breaking A Sweat or Break...David Giller
If you are struggling with Salesforce training and adoption, this simple, affordable and effective solution can dramatically transform your company's Salesforce adoption within 2-3 months.
Understanding Corporate Portals Key Knowledge Management Enabling ApplicationsJose Claudio Terra
Discute como Portais Corporativos e suas funcionalidades podem ser utilizadas para desenvolver e implementar Gestão do Conhecimento, através da mudança de como a informação e as responsabilidades de colaboração são divididas na organização.
www.terraforum.com.br
Discute como Portais Corporativos e suas funcionalidades podem ser utilizadas para desenvolver e implementar Gestão do Conhecimento, através da mudança de como a informação e as responsabilidades de colaboração são divididas na organização.
www.terraforum.com.br
In this executive guide to Encanvas Applications Fabric, the company has brought together a series of articles that form a useful overview for executives on why code-less software is so important to businesses wishing to 'go digital'
Whilst the web modifications our existence cloud of things may alter our existence Again-This new technology cloud of things Rising
the next engineering that change the idea from love issues and use individuals to enjoy people and use issues, crib tech handle both
humanity issue in health and power, assisting aged and disabled people and retains the guarantee of repairing the centuryaged
individual issues of poverty, illness, assault, and bad management. A genuine achievement comes whenever you assist others achieve
success chief is created by commanders not fans. A genuine achievement is available in event in Japan-America-Europe but
additionally in not just of common ownership of the new technology. Our concept to all-is common ownership of cloud of things.
Technology and Africa to be always a primary stage within this common ownership to repair Africa issues in poverty, illness, assault,
and bad management and we have to alter Africa from ICT customer to ICT maker and head ASDF Africa a forward thinking
Affiliation using the perspective of shifting Africa from being truly a passive customer to some prominent head and person of
electronic systems like cloud of things. With the purpose of linking the electronic space between Africa and also the remaining globe.
http://globecom2015.ieee-globecom.org/content/industry-posters
http://www.google.com.eg/url?sa=t&rct=j&q=&esrc=s&source=web&cd=6&ved=0ahUKEwipqL-QjafMAhXL2hoKHUcJAD0QFgg0MAU&url=http%3A%2F%2Fworkspace.unpan.org%2Fsites%2Finternet%2FDocuments%2FUNPAN95410.pdf&usg=AFQjCNGEbD5i1bU8Az6766mhvL7n3r6huQ&sig2=d1_ALN8cwE4oZ56E3Vm7Fw
http://www.ipoareview.org/wp-content/uploads/2016/05/Statement-by-Dr.Assem-Abdel-Hamied-Mousa-President-of-the-Association-of-Scientists-Developers-and-FacultiesASDF.pdf
International Journal of Computer Science, Engineering and Information Techno...ijcseit
Software as a Service (SaaS) becomes in this decade the focus of many enterprises and research. SaaS
provides software application as Web based delivery to server many customers. This sharing of
infrastructure and application provided by Saas has a great benefit to customers, since it reduces costs,
minimizes risks, improves their competitive positioning, as well as seeks out innovative. SaaS application is
generally developed with standardized software functionalities to serve as many customers as
possible.However many customers ask to change the standardized provided functions according to their
specific business needs, and this can be achieve through the configuration and customization provided by
the SaaS vendor.Allowing many customers to change software configurations without impacting others
customers and with preserving security and efficiency of the provided services, becomes a big challenge to
SaaS vendors, who are oblige to design new strategies and architectures. Multi-tenancy (MT) architectures
allow multiple customers to be consolidated into the same operational system without changing anything in
the vendor source code. In this paper, we will present how the configuration can be done on an ERP web
application in a Multi-Tenancy SaaS environment.
Software as a Service (SaaS) becomes in this decade the focus of many enterprises and research. SaaS
provides software application as Web based delivery to server many customers. This sharing of
infrastructure and application provided by Saas has a great benefit to customers, since it reduces costs,
minimizes risks, improves their competitive positioning, as well as seeks out innovative. SaaS application is
generally developed with standardized software functionalities to serve as many customers as
possible.However many customers ask to change the standardized provided functions according to their
specific business needs, and this can be achieve through the configuration and customization provided by
the SaaS vendor.Allowing many customers to change software configurations without impacting others
customers and with preserving security and efficiency of the provided services, becomes a big challenge to
SaaS vendors, who are oblige to design new strategies and architectures. Multi-tenancy (MT) architectures
allow multiple customers to be consolidated into the same operational system without changing anything in
the vendor source code. In this paper, we will present how the configuration can be done on an ERP web
application in a Multi-Tenancy SaaS environment
Software as a Service (SaaS) becomes in this decade the focus of many enterprises and research. SaaS
provides software application as Web based delivery to server many customers. This sharing of
infrastructure and application provided by Saas has a great benefit to customers, since it reduces costs,
minimizes risks, improves their competitive positioning, as well as seeks out innovative. SaaS application is
generally developed with standardized software functionalities to serve as many customers as
possible.However many customers ask to change the standardized provided functions according to their
specific business needs, and this can be achieve through the configuration and customization provided by
the SaaS vendor.Allowing many customers to change software configurations without impacting others
customers and with preserving security and efficiency of the provided services, becomes a big challenge to
SaaS vendors, who are oblige to design new strategies and architectures. Multi-tenancy (MT) architectures
allow multiple customers to be consolidated into the same operational system without changing anything in
the vendor source code. In this paper, we will present how the configuration can be done on an ERP web
application in a Multi-Tenancy SaaS environment.
Design & Development of a Trustworthy and Secure Billing System for Cloud Com...iosrjce
Cloud computing is an important transition that makes change in service oriented computing
technology. Cloud service provider follows pay-as-you-go pricing approach which means consumer uses as
many resources as he need and billed by the provider based on the resource consumed. CSP give a quality of
service in the form of a service level agreement. For transparent billing, each billing transaction should be
protected against forgery and false modifications. Although CSPs provide service billing records, they cannot
provide trustworthiness. It is due to user or CSP can modify the billing records. In this case even a third party
cannot confirm that the user’s record is correct or CSPs record is correct. To overcome these limitations we
introduced a secure billing system called THEMIS. For secure billing system THEMIS introduces a concept of
cloud notary authority (CNA). CNA generates mutually verifiable binding information that can be used to
resolve future disputes between user and CSP. This project will produce the secure billing through monitoring
the service level agreement (SLA) by using the SMon module. CNA can get a service logs from SMon and stored
it in a local repository for further reference. Even administrator of a cloud system cannot modify or falsify the
data.
Supporting collaboration at Ernst & YoungJames Dellow
Knowledge management is an important element of Ernst & Young’s competitive strategy. Computer-mediated collaboration at Ernst & Young is enabled through 400 specialist staff working in knowledge centres in 10 countries. The role of these knowledge centres can be explained through the
collaborative infrastructure framework developed by Evaristo and Munkvold (2002) and it can be shown how these knowledge centres support the effective
sharing of firm specific knowledge for using user-driven collaborative tools. In particular, the author notes the need to minimise software risk by sharing knowledge that has traditionally been the domain of IT specialists. This presentation accompanies a paper presented at KM Challenge 2004 in March 2004, in Sydney, Australia. The paper can be downloaded via http://chieftech.com.au/articles-presentations-and-papers
2. efficiency. Indeed, in a large best-practice call center, hundreds B. Mobile Agents using JADE
of agents can cater to thousands of phone callers per hour; In the last few years, several systems and programming
agent utilization levels can average between 90% to 95%; no environments have appeared to support the development of
customer encounters a busy signal and, in fact, about half of the distributed applications based on mobile agents ([13], [14]).
customers are answered immediately; the waiting time of those
delayed is measured in seconds, and very few abandon while
waiting.
The design of the modern contact center, and the
management of its performance, surely must be based on sound
scientific principles. This is manifested by a growing body of
academic multi-disciplinary research, devoted to call centers,
and ranging from Mathematics and Statistics, to Operations
Research, Industrial Engineering, Information Technology and
Human Resource Management.
In this paper is presented a multi-agent approach using our
preview results ([9], [10], and [11]) for distributed data
searching, in context of contact centers. We introduce
intelligent software agent model for the searching process of
contact center data bases infrastructures. Accordingly, the
paper presents the design and the architecture of the multi-
agent system for Java-based mobile agents. An adequate
example in the context of a contact center with search Figure 1. Mobile Agent Basic Architecture.
application in distributed data bases show the effectiveness of
the Java-based mobile agents approach. Mobile agents consist of three components: code, data, and
execution state:
II. INTELLIGENT SOFTWARE AGENTS IN JADE x The code contains the logic of the agent, and all
agents of the same type use the same code. The code
A. JADE –Medium Description must be separated from the code of the agency so that
Multi-agent systems can be realized by using any kind of it can be transferred alone to another agency, and the
programming language. In particular, object-oriented code must be identifiable and readable for an agency
languages are considered a suitable means because the concept (e.g., in the form of a file from the local file system or
of agent is similar with the concept of object. In fact, agents a byte stream from the network). Usually, as in other
share many properties with objects such as: inheritance, programs, an agent’s code consists of more than one
message passing, encapsulation, etc. Agent-oriented file (e.g., in the Java programming language they
programming languages are a new class of programming could be many class files).
languages that focus on taking into account the main
x The second component of an agent is data. This term
characteristics of multi-agent systems. Minimally, an agent-
corresponds to the values of the agent’s instance
oriented programming language must include some structure
variables if we assume an agent to be an instance of a
corresponding to an agent, but many also provide mechanisms
class in object-oriented languages. The data is
for supporting additional attributes of agency such as beliefs,
sometimes also called the object state. It is important
goals, plans, roles and norms. A list with several agent-oriented
to note that not all data items an agent can access are
languages can be found in [12].
part of its object state. Some variables reference
Software platforms and frameworks are the other key objects that are shared with other agents or the agency
means enabling the development of multi-agent systems. Most software itself, for example, file handlers, threads, the
provide a means to deploy multi-agent systems on different graphical user interface, or other resources and
types of hardware and operating systems, usually providing a devices that cannot be moved to other servers. Thus,
middleware to support their execution and essential operations we have to restrict the agent’s immediate data to those
such as communication and coordination. Some of these data items the agent owns and that are movable.
platforms and frameworks have the common goal of providing
x The third component is the execution state. The
FIPA-compliant functionalities to support interoperation
difference between object and execution state
between different multi-agent systems.
information is that the elements of the object state are
JADE is a software platform that provides basic directly controlled by the agent itself, whereas
middleware-layer functionalities which are independent of the execution state information is usually controlled by
specific application and which simplify the realization of the processor and the operating system. What this
distributed applications [3]. A significant merit of JADE is that means depends very much on the decision of the
it implements this abstraction over a well-known object- mobile agent toolkit designer and the underlying
oriented language, Java, providing a simple and friendly API. execution environment (processor, operating system,
virtual machine). In some toolkits, an agent’s
3. execution state is comprised of the current value of
the instruction pointer and the stack of the underlying
processor. In others it is not possible to determine the
execution state of an agent at all.
To conclude, the basic mobile agent structure is shown in
Figure 1.
C. Contact Center – Typical Process
A contact center would typically be provided with special
software that would allow contact information to be routed to
appropriate people, contacts to be tracked, and data to be
gathered. The contact center architecture is presented in many
studies, for example [7], [8], and [11]. A typical process in a
contact center can be resumed as follow: The customer dials
the call-center number and is greeted with a number of options
that include the following:
x a recorded message followed by the placement in
a telephone queue managed by an Automated Call
Distribution System (ACD);
x an Integrated Voice Response (IVR) that offers the
caller different options where caller interacts with
the IVR using a touch-tone telephone or voice
control;
x the call is immediately directed by an ACD to an
agent who manages the query. If the agent cannot
personally resolve the query they direct the call to
someone who can answer the query.
In this typical process we will be able to search the data
from a distributed data base system. In this respect, the java-
based agents visit, one after another, all or a part of the data
base servers to whom they ask for certain information.
III. USING MOBILE AGENTS IN SEARCHING PROCESS
In JADE agent systems are built using a variety of
techniques. For our architecture example, we use a simple
requirements, analysis, design, and development flow, as
shown in Figure 1.
A searcher agent is a kind of information agent that has one
particular role, which is to find one or more items in a data
base. It can be formally implemented as a goal-based or utility-
based agent. For our architecture, we use the Roles Model
method of analysis, which is a model within the Gaia Agent
Design Methodology [15]. It describes what a particular agent
does, why it does it, and what responsibilities and permissions
it has:
x To search the data (attribute value for a certain Figure 2. Object-oriented class diagram for searching process
object) in contact center with distributed data
bases; It refers to Agent and “OneShotBehaviour”, which are parts
x Read and search data from any open data base of the JADE library. The main class within the program is the
source; “SearcherAgent”, which is of type Agent in the JADE library.
An agent usually has a behavior. In this case, the
x Responsibilities: liveness, safety, “OneShotBehaviour” (which is also part of the JADE library)
SimpleAttributeSearcher = (BuildQuery, was chosen and extended to make “SearchingBehaviour”. The
ExecuteQuery, InformUserOfValue ). “SearchingBehaviour” will do the major part of the searching
work. An agent lives in a particular environment, and therefore
4. JADE provides one. JADE also provides a graphical user The sub-goals described in Figure 1 will be translated into
interface (GUI) to initialize, control, and terminate agents, as simple public methods in Java, whereas the overall goal is
shown in Figure 3. translated into a JADE Behaviour. We use an object-oriented
class diagram to transcribe the goal flow diagram into a form
that is ready for development in an object-oriented language
such as Java, as shown in Figure 2.
The input from the user (customer query) is in simple plain
text, and our multi-agent systems, described in [11] usually talk
in local database. The “BuildQuery” activity takes the data and
generates a simple query based upon the local data found in the
previous activity. “ExecuteQuery” then executes the query and
determines if the result is useful. If it is, the
“InformUserOfAnswer” shows the result to the user. If not, the
simple agent starts again with different data base (in distributed
context, other location).
In order to prove the efficiency of solution proposed we
will take into account the same scenario that was presented in
[10] with same values. The “SearcherAgent” creates only one
clone (“CloneSearcherAgent”) for each of the Data Base
Servers (3 clone). The searching process of each clone is
Figure 3. JADE Graphical User Interface
presented in Table 1. The final result which aggregates the
clone agent’s results was obtained in 0.8 seconds. When trying
IV. CASE STUDY AND SIMULATION RESULTS to understand the values of execution times we have to keep in
mind that the mobile agent’s code is executed quasi-parallel.
In order to illustrate the proposed agent-based solution for
searching data in contact center with distributed data bases, we
will explain the setting and describe a case study. TABLE I. EXPERIMENTAL RESULTS
The application exploits mobile agents to reach remote Distributed Data Warehouse
Table
distributed data bases, in contact center context, and locally Head DataBase Server1 DataBase Server2 DataBase Server3
(Czech Republic) (Bulgaria) (Greece)
access data of interest, analyzing them and extracting the
Durationa 0.6 0.7 0.4
required information without any need to transfer the data over
the network. For instance, a searcher agent sent to a remote a. in seconds
data base can analyze the local data and come back with the
attributes that contain a specific keyword. To speed up the V. CONCLUSION AND FUTURE WORK
research, the application can be shaped after a tree of The growth of contact centers, e-commerce, and more
concurrent searcher agents. If a searcher agent on a local data complex value chains has raised additional issues of enterprise
base finds links to other possibly interesting data on different data management and exploitation, while demonstrating
location (distributed context), it clones itself and has the clones beyond doubt that available data are insufficient to support new
follow these links, to recursively continue the search work on customer management processes.
different data bases, as shown in Figure 4.
In this paper a multi-agent approach for distributed data
The main indicator for efficiency, in contact center, is the searching in context of contact centers was presented. We
productivity [16], measured over a certain period (for example, provide a description of java-based agents, developed in JADE
a week). It is usually given, as in (1), as the percentage of time environment, and we presented a simple illustration to show
that an agent is working of his or her total scheduled working how the proposed system might work.
time.
As a further, we will try to implement agents in order to
adopt a control-oriented point of view, for example to request
Productivity TWT / (TWT TA) D E F
services while they require data/files. With the adoption of a
blackboard or a tuple space on each data base server, data can
where TWT is total working time and TA is time available. be accessed without requiring the presence of peculiar services
and in a more natural data-oriented style.
The percentage of calls that is answered in less than a
certain fixed waiting time is sometimes called the telephone We intend to develop a prototype of this multi-agent
service factor (TSF). Another commonly used waiting time system, which can demonstrate that more practical and relevant
metric is the average speed of answer (ASA). The Erlang C problems can be addressed successfully.
formula [16] gives the TSF, and can be used to compute the
average waiting time for a given number of human agents
(operators), service times and traffic intensity.
5. ACKNOWLEDGMENT
This work was supported by the strategic grant
POSDRU/89/1.5/S/61968, Project ID61968 (2009), co-
financed by the European Social Fund within the Sectorial
Operational Program Human Resources Development 2007–
2013.
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Figure 4. Using Mobile Agents in Searching Process