<?xml version="1.0"?>
<dblp>
<article key="journals/ior/ArmonyM04a" mdate="2009-09-08">
<author>Mor Armony</author>
<author>Constantinos Maglaras</author>
<title>Contact Centers with a Call-Back Option and Real-Time Delay Information.</title>
<pages>527-545</pages>
<year>2004</year>
<volume>52</volume>
<journal>Operations Research</journal>
<number>4</number>
<ee>http://dx.doi.org/10.1287/opre.1040.0123</ee>
<url>db/journals/ior/ior52.html#ArmonyM04a</url>
</article>
</dblp>
