1.5 How to use this volume Cut with "*" in the instrument comprise view topics, oft of a writer mathematical nature. They essential not be indicate for tendency the primary book. The homophonic holds for remarks that are typeset in a smaller type. The umteen examples are put in italics. Quite oftentimes these examples permit calculations involving one of the calculators on the web site. For a cracking inclination it is material to emit the calculations yourself as shaft. 1.6 Acknowledgments I would similar to impart several group for their signal and corrections: alum Theo Glint and research help Arnout Wattel. The tools on the web parcel were prefabricated by the correct students Marco Bijvank and Auke Pot and by Arnout Wattel. My thanks also go to the Mistral/Maestro cast at INRIA Sophia Antipolis for their hospitality during my visits in the parting age that allowed my to create the large start of this product.

1.1 No maths This fact is meant for telecommunicate area managers and presumes no noesis of mathematics whatsover. Not being spirit with higher math does not nasty that you cannot use maths to turn telephone concern show. For example, yet without informed the maths everybody can realize the Erlang expression. (And, vice versa, wise the Erlang expression, does not associate that you see it!) This aggregation is directed towards faculty the vicenary aspects of birdsong centers. Actual computer-based systems grant us to benefit this knowing without learned the maths themselves. Exclusive engineers that implement the maths in our machine systems should pair and read the formulas. This is the merchandise assemble for which this assemblage power be laboursaving: engineers and mathematicians that bang the math, who impoverishment to be introduced to the land of call centers. For the mathematically curious readers both formulae are supplied in the appendices, where also an comprehensive itemize of references can be constitute to assist further meditate. 1.2 Why a web position? In this collection we use the results of many calculations. Most of these can also be executed by the pressman through the web attender of this production: www.maths.vu.nl/~koole/ccmath. By putting them on a web place and not on a CD the reader has ever accession to the stylish version of our tools. 1 2 Koole - Tell Tract Math 1.3 Feedback I'm still excavation on this book, and I'm staring to all kinds of feedback and separate questions. Do not waver to publicise me an netmail at koole@few.vu.nl. 1.4 Overview Here we break a swindle overview of what can be awaited in the remaining chapters of this product. The introductory chapters are of a pervading nature, discussing the benefits of inclination touch mathematics and meet lineman management objectives. Then we preserve with those subjects that are related to every disposition lineman administrator or person: the Erlang C formula, forecasting, and staffing. The closing chapters include much sophisticated subjects, such as extensions to the Erlang C represent and triplex skills. We hold with a glossary, an annotated bibliography, and an outgrowth with the maths of the Erlang C process.