In call center systems, call blending includes the mixing of activities of incoming calls and outgoing calls. This study pressents a retrial queue model with constant retrial rate for incoming calls in order to analyze the call center system with a combination of call activities of incoming calls and outgoing calls. Incoming calls that cannot be serviced are stored in a buffer, where the tasks are sent back to the server after a random period of time. As soon as the server goes idle, it makes an outgoing call. The analyzed model was used as a retrial queue system for a call center system with 2-way communication (correlation between incoming and outgoing calls) and constant retrial rate, in both single and multi-server scenarios. The quasi-birth-and-death process according to the generation matrix was used to calculate the equilibrium probabilities for the analytical model to achieve the desired results.
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