@misc {IOPORT.70511758,
    author       = {Vazey, Megan and Richards, Debbie},
    title        = {Troubleshooting at the call centre: A knowledge-based approach},
    howpublished = {Artificial Intelligence and Applications, 721-726 (2005).},
    year         = {2005},
    identifier   = {70511758},
}