Hampshire, R., Massey, W., Mitra, D. & Wang, Q. "Provisioning for Bandwidth Trading," Telecommunications Network Design and Management (Anandalingam and Raghavan, Editors) pp. 207-226 (2003).

Koole G. and Mandelbaum A. "Queueing Models of Call Centers: An Introduction." Unpublished, Oct 2001, downloadable from http://www.cs.vu.nl/obp/callcenters or http://iew3.technion.ac.il/serveng. Mandelbaum, A. "Call Centers Research Bibliography with Abstracts." Unpublished, Version 2, Sept 2001, downloadable from http://iew3.technion.ac.il/serveng.

Massey, W. and Wallace, R. B. "A Table of Values for the $\psi$ Function," unpublished, 2004, downloadable from http://www.princeton.edu/wmassey/CallCenters/psifunction.pdf.

Massey, W. A. and R. B. Wallace. An Optimal Design of the M/M/C/K Queue for Call centers (to appear in Queueing Systems, 2004).

Wallace, R. B. "Performance Modeling and Design of Call Centers with Skill-Based Routing," Ph.D. dissertation, the George Washington University, School of Engineering and Applied Science (2004).

Wallace, R. and Whitt, W. "Resource Pooling in Call Centers with Skill-Based Routing," (submitted to Operations Research, 2004).

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