• Multiple Channel Queues in Heavy Traffic I. Advances in Applied Probability, vol. 2, No. 1, Spring 1970, pp. 150-177 (with Donald L. Iglehart).
• Multiple Channel Queues in Heavy Traffic II: Sequences, Networks, and Batches. Advances in Applied Probability, vol. 2, No. 2, Autumn 1970, pp. 355-369 (with Donald L. Iglehart).
• Multiple Channel Queues in Heavy Traffic III: Random Server Selection. Advances in Applied Probability, vol. 2, No. 2, Autumn 1970, pp. 370-375.
• Embedded Renewal Processes in the GI/G/s Queue. Journal of Applied Probability, vol. 9, No. 3, September 1972, pp. 650--658..
• The Continuity of Queues. Advances in Applied Probability, vol. 6, No. 1, March 1974, pp. 175-183.
• Continuity of Generalized Semi-Markov Processes. Mathematics of Operations Research, vol. 5, No. 4, November 1980, pp. 494-501.
• Comparing Counting Processes and Queues. Advances in Applied Probability, vol. 13, No. 1, March 1981, pp. 207-220.
• On Stochastic Bounds for the Delay Distribution in the GI/G/s Queue. Operations Research, vol. 29, No. 3, May-June 1981, pp. 604-608.
• 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]
• The Queueing Network Analyzer. Bell System Technical Journal, vol. 62, No. 9, November 1983, pp. 2779-2815.
• Comparison Conjectures about the M/G/s Queue. Operations Research Letters, vol. 2, No. 5, December 1983, pp. 203-209.
• 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 Asymptotic Behavior of Queues with Time-Varying Arrival Rates. Journal of Applied Probability, vol. 21, No. 1, March 1984, pp. 143-156 (with Daniel P. Heyman).
• Departures from a Queue with Many Busy Servers. Mathematics of Operations Research, Vol. 9, No. 4, November 1984, pp. 534-544.
• 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]
• Comparisons of Multi-Server Queues with Finite Waiting Rooms. Stochastic Models, vol. 8, No. 4, 1992, pp. 685-717 (with Arthur W. Berger).
• Approximations for the GI/G/m Queue. Production and Operations Management, vol. 2, No. 2, 1993, pp. 114-161.
• On the Modified-Offered-Load Approximation for the Nonstationary Erlang Loss Model. The Fundamental Role of Teletraffic in the Evolution of Telecommunications Networks, Proceedings of the 14th International Teletraffic Congress, J. Labetoulle and J. W. Roberts (eds.), Elsevier, Amsterdam, vol. 1a, 1994, pp. 145-154 (with William A. Massey).
• An Analysis of the Modified Offered Load Approximation for the Nonstationary Erlang Loss Model. Annals of Applied Probability, vol. 4, 1994, pp. 1145-1160 (with William A. Massey). [PostScript] [PDF]
• A Heavy-Traffic Expansion for the Asymptotic Decay Rates of Tail Probabilities in Multi-Channel Queues. Operations Research Letters, vol. 15, 1994, pp. 223-230 (with Joseph Abate). [PostScript] [PDF]
• Sensitivity to the Service-Time Distribution in the Nonstationary Erlang Loss Model. Management Science, vol. 41, No. 6, 1995, pp. 1107--1116. (with Jimmie L. Davis and William A. Massey).
• Exponential Approximations for Tail Probabilities in Queues, I: Waiting Times. Operations Research, vol. 43, 1995, pp. 885-901 (with Joseph Abate and Gagan L. Choudhury). [PostScript] [PDF]
• Simulation Run Length Planning for Stochastic Loss Models. Proceedings of 1995 Winter Simulation Conference, C. Alexopoulos, K. Kang, W. R. Lilegdon and D. Goldsman eds., 1995, pp. 1384-1391 (with Rayadurgam Srikant).
• Stationary-Process Approximations for the Nonstationary Erlang Loss Model. Operations Research, vol. 44, 1996, pp. 976-983 (with William A. Massey).
• Simulation Run Lengths to Estimate Blocking Probabilities. ACM Transactions on Modeling and Computer Simulation(TOMACS), vol. 6, No. 1, January 1996, pp. 7-52 (with Rayadurgam Srikant). [PostScript] [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]
• 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]
• Uniform Acceleration Expansions for Markov Chains with Time-Varying Rates. Annals of Applied Probability, vol. 9, No. 4, 1998 (with William A. Massey). [PostScript] [PDF]
• Periodic Load Balancing. Queueing Systems, vol. 30, Nos. 1-2, 1998, pp. 203-250 (with Gísli Hjálmtýsson). [PostScript] [PDF]
• Approximations for Periodic Load Balancing. 37th IEEE Conference on Decision and Control, Tampa, Florida, 1998 (with Gísli Hjálmtýsson). [published PDF]
• Predicting Queueing Delays. Management Science, vol. 45, No. 6, June 1999, pp. 870-888. [published PDF]
• Variance Reduction in Simulations of Loss Models. Operations Research, vol. 47, No. 4, July-August 1999, pp. 509-523 (with Rayadurgam Srikant). [PostScript] [PDF]
• Partitioning Customers into Service Groups. Management Science, vol. 45, No. 11, November 1999, pp. 1579-1592. [PostScript] [PDF] [published PDF]
• The Impact of a Heavy-Tailed Service-Time Distribution upon the M/GI/s Waiting-Time Distribution,. Queueing Systems, vol. 36, 2000, pp. 71-87. [published 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, vol. 52, No. 6, November-December 2004, pp. 922-941. [PDF][publishedPDF]
• Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments. Management Science, vol. 50, No. 10, October 2004, pp. 1449-1461. [PDF] [published PDF]
• Engineering Solution of a Basic Call-Center Model. Management Science, vol. 51, No. 2, February 2005, pp. 221-235. [PDF] [published PDF]
• Engineering Solution of a Basic Call-Center Model: Supplementary Material. [PDF] (Extra material related to previous paper.)
• Heavy-Traffic Limits for the G/H2*/n/m Queue. Mathematics of Operations Research, vol. 30, No. 1, February 2005, pp. 1-27. [PDF] [published PDF]
• Fluid Models for Multiserver Queues with Abandonments. Operations Research, vol. 54, No. 1, 2006, pp. 37-54 [published PDF].
• Two Fluid Approximations for Multi-Server Queues with Abandonments. Operations Research Letters, vol. 33, 2005, pp. 363-372. [PDF][published PDF]
• A Multi-Class Fluid Model for a Contact Center with Skill-Based Routing. International Journal of Electronics and Communications (AEU), Vol. 60, No. 2, 2006, pp. 95-102, [published PDF].
• Sensitivity of Performance in the Erlang A Model to Changes in the Model Parameters. Operations Research, vol. 54, No. 2, 2006, pp. 247-260 [published PDF].
• Staffing a Call Center with Uncertain Arrival Rate and Absenteeism. Production and Operations Management, vol. 15, No. 1, 2006, pp. 88-102. [published PDF].

• Staffing of Time-Varying Queues to Achieve Time-Stable Performance. working paper, 2004. Revised 2005. Management Science, forthcoming. (with Zohar Feldman, Avishai Mandelbaum and Bill Massey) [PDF].
• Staffing of Time-Varying Queues to Achieve Time-Stable Performance, Unabridged Version: Internet Supplement. working paper, 2005. (with Zohar Feldman, Avishai Mandelbaum and Bill Massey) [PDF].
• Coping with Time-Varying Demand when Setting Staffing Requirements for a Service System. working paper, 2005. Production and Operations Management (POMS), forthcoming. (with Linda V. Green and Peter J. Kolesar). [PDF]
• The Impact of Delay Announcements in Many-Server Queues with Abandonment. working paper, 2005. Submitted to Management Science. (with Mor Armony and Nahum Shimkin). [PDF]
• The Impact of Delay Announcements in Many-Server Queues with Abandonment: Supplementary Material. working paper, 2005. Supporting material for paper with same title. (with Mor Armony and Nahum Shimkin). [PDF]
• The Last Departure Time from an Mt/G/infinity Queue with a Terminating Arrival Process. working paper, 2006. Submitted to Queueing Systems. (with David Goldberg) [PDF].

Related topics:

• Customer Contact Centers
• 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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