Software Products of Interest
Call Center Software
by Ger Koole and others
Java Powered Queueing
by Ward Whitt
(apparently more simulation than analytic)
RQA-1: Recursive Queue Analyzer, Wallace and Rosenberg, 1966
by Mohan Choudhry
by Mike Tanner
some comments by IEX executives
Rapid Analysis of Queueing Systems
Portage call-center stuff
nppmle and nppsim - software for estimating and simulating non-homogeneous Poisson processes having cyclic behavior.
, see especially "probability models"
for Excel (free!)
Incoming Calls Management Institute
Call Center Calculator
for matrix-geometric stuff, in C.
Mark S. Squillante. MAGIC: A computer performance modeling tool based on matrix-geometric techniques. in Proc. Fifth International Conference on Modelling Techniques and Tools for Computer Performance Evaluation, 1991
Myron Hlynka's Queueing Theory Page
Betsy Greenberg's syllabus
for more references to software.