A Multicycle Context Model using Oracles and Microsituations for Contact Centers. - Anupama Kalyan; Srividya Gopalan; Sridhar Varadarajan (IMSA, 2005)

Hybrid Context Model Based on Multilevel Situation Theory and Ontology for Contact Centers. - Anupama Kalyan; Srividya Gopalan; V. Sridhar (PerCom Workshops, 2005)