• Resource Sharing for Efficiency in Traffic Systems. Bell System Technical Journal, vol. 60, No. 13, January 1981, pp. 39-55 (with Donald R. "Bob" Smith).
• Heavy-Traffic Limits for Queues with Many Exponential Servers. Operations Research, vol. 29, No. 3, May-June 1981, pp. 567-588 (with Shlomo Halfin). [published PDF]
• Heavy Traffic Approximations for Service Systems with Blocking. AT&T Bell Laboratories Technical Journal, vol. 63, No. 4, May-June 1984, pp. 689-708.
• The Pointwise Stationary Approximation for M_t/M_t/s Queues is Asymptotically Correct as the Rates Increase. Management Science, vol. 37, No. 3, 1991, pp. 307-314.
• Understanding the Efficiency of Multi-Server Service Systems. Management Science, vol. 38, No. 5, 1992, pp. 708-723. [published PDF]
• Approximations for the GI/G/m Queue. Production and Operations Management, vol. 2, No. 2, 1993, pp. 114-161.
• The Physics of The M_t/G/infinity Queue. Operations Research, vol. 41, No. 4, 1993, pp. 731-742 (with Stephen G. Eick and William A. Massey). [published PDF]
• Server Staffing to Meet Time-Varying Demand. Management Science, vol. 42, No. 10, 1996, pp. 1383-1394 (with Otis B. Jennings, Avishai Mandelbaum and William A. Massey). [PostScript] [PDF] [published PDF]
• Estimating the Parameters of a Nonhomogeneous Poisson Process with Linear Rate. Telecommunication Systems, vol. 5, 1996, pp. 361-388 (with William A. Massey and Geraldine A. Parker). [PostScript] [PDF]
• The Time-Dependent Erlang Loss Model with Retrials. Proceedings of INFORMS Telecommunications Conference, Telecommunications Systems, R. B. Cooper and R. Doverspike (eds.), vol. 7, 1997, pp. 253-265 (with Nathaniel Grier, William A. Massey and Tyrone McKoy). [PostScript] [PDF]
• Peak Congestion in Multi-Server Service Systems with Slowly Varying Arrival Rates. Queueing Systems, vol. 25, 1997, pp. 157-172 (with William A. Massey). [PDF] [published PDF]
• Control and Recovery from Rare Congestion Events in a Large Multi-Server System,. Queueing Systems, vol. 26, 1997, pp. 69-104 (with Nicholas Duffield). [published PDF]
• Calculating Transient Characteristics of the Erlang Loss Model by Numerical Transform Inversion. Stochastic Models, vol. 14, No. 3, 1998, pp. 663-680 (with Joseph Abate). [PostScript] [PDF]
• Periodic Load Balancing. Queueing Systems, vol. 30, Nos. 1-2, 1998, pp. 203-250 (with Gísli Hjálmtýsson). [PostScript] [PDF] [published PDF]
• Approximations for Periodic Load Balancing. 37th IEEE Conference on Decision and Control, Tampa, Florida, 1998 (with Gísli Hjálmtýsson). [published PDF]
• Improving Service By Informing Customers About Anticipated Delays. Management Science, vol. 45, No. 2, February 1999, pp. 192-207. [PostScript] [PDF] [published PDF]
• Predicting Queueing Delays. Management Science, vol. 45, No. 6, June 1999, pp. 870-888. [published PDF]
• Decomposition Approximations for Time-Dependent Markovian Queueing Networks. Operations Research Letters, vol. 24, April 1999, pp. 97-103. [PostScript] [PDF]
• Dynamic Staffing in a Telephone Call Center Aiming to Immediately Answer All Calls. Operations Research Letters, vol. 24, June 1999, pp. 205-212. [PostScript] [PDF]
• Partitioning Customers into Service Groups. Management Science, vol. 45, No. 11, November 1999, pp. 1579-1592. [PostScript] [PDF] [published PDF]
• Stochastic Models for the Design and Management of Customer Contact Centers: Some Research Directions.. working paper, March 2002. [PDF]
• How Multiserver Queues Scale with Growing Congestion-Dependent Demand. Operations Research, vol. 51, No. 4, 2003, pp. 531-542. [PostScript] [PDF]
• A Diffusion Approximation for the G/GI/n/m Queue. Operations Research, to appear. [PDF]
• Heavy-Traffic Limits for the G/H2*/n/m Queue. Mathematics of Operations Research, to appear. [PDF]
• Engineering Solution of a Basic Call-Center Model. Management Science, to appear. [PDF]
• Engineering Solution of a Basic Call-Center Model: Supplementary Material. [PDF] (Extra material related to previous paper.)
• Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments. Management Science, to appear. [PDF]
• Fluid Models for Many-Server Queues with Abandonments. Operations Research, to appear. [PDF]
• A Staffing Algorithm for Call Centers with Skill-Based Routing. working paper, 2004. (with Rodney B. Wallace) [PDF] Submitted to Manufacturing and Service operations Management.
• A Staffing Algorithm for Call Centers with Skill-Based Routing: Supplementary Material. (with Rodney B. Wallace) [PDF] (Extra material related to previous paper.)
• Two Fluid Approximations for Multi-Server Queues with Abandonments. Operations Research Letters, to appear. [PDF]
• Staffing a Call Center with Uncertain Arrival Rate and Absenteeism. working paper, 2004. [PDF] Submitted to Management Science.
• Sensitivity of Performance in the Erlang A Model to Changes in the Model Parameters. working paper, 2004. [PDF] Submitted to Operations Research.

Related topics:

• Multiserver queues
• Offered-load analysis of queueing systems based on infinite-server models, usually for time-dependent arrival rates
• Congestion prediction
• Simulation Methodology

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