An approach to design distributed CTI applications using Petri nets: an example of a call center. - Nikolay A. Anisimov; Konstantin Kishinski; Alec Miloslavski (SMC, 1998)

Formal Model, Language and Tools for Design Agent's Scenarios in Call Center Systems. - Nikolay A. Anisimov; Konstantin Kishinski; Alec Miloslavski (HICSS, 1999)