@conference { fukunaga2002ssi,
	title = {Staff scheduling for inbound call centers and customer contact centers},
	year = {2002},
	pages = {822--829},
	publisher = {American Association for Artificial Intelligence Menlo Park, CA, USA},
	type = {article},
	author = { Fukunaga, A.  and  Hamilton, E.  and  Fama, J.  and  Andre, D.  and  Matan, O.  and  Nourbakhsh, I.}
}