?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.relation=http%3A%2F%2Fmiis.maths.ox.ac.uk%2Fmiis%2F383%2F&rft.title=Multi-media+Call+Centres&rft.creator=Heilio%2C+M.&rft.creator=Luczak%2C+M.&rft.creator=Ommeren%2C+J.C.W.&rft.creator=Scheinhardt%2C+W.R.W.&rft.subject=Discrete&rft.subject=Information+and+communication+technology&rft.description=We+consider+a+multi-media+call+centre+answering+customer+requests+as+a+queueing+network+with+priority+classes.+We+use+differential+equations+to+analyse+its+performance+as+the+system+becomes+large+and+approaches+a+'fluid+limit'.+We+also+suggest+how+to+approximate+average+delays+using+existing+algorithms+for%0D%0Athe+classical+M%2F+G%2F+c+queueing+model.&rft.date=2000&rft.type=Study+Group+Report&rft.type=NonPeerReviewed&rft.format=application%2Fpdf&rft.language=en&rft.identifier=http%3A%2F%2Fmiis.maths.ox.ac.uk%2Fmiis%2F383%2F1%2FMulti-media-call-centres.pdf&rft.identifier=++Heilio%2C+M.+and+Luczak%2C+M.+and+Ommeren%2C+J.C.W.+and+Scheinhardt%2C+W.R.W.++(2000)+Multi-media+Call+Centres.++%5BStudy+Group+Report%5D+++++