Giuliana Franceschinis Marco Gribaudo Mauro Iacono Stefano Marrone Nicola Mazzocca Valeria Vittorini Compositional Modeling of Complex Systems: Contact Center Scenarios in OsMoSys. 177-196 http://springerlink.metapress.com/openurl.asp?genre=article&issn=0302-9743&volume=3099&spage=177 2004 conf/apn/2004 ICATPN db/conf/apn/icatpn2004.html#FranceschinisGIMMV04