2) An airline ticket office has two ticket agents answering incotm flight reservations. In addition, one caller can be put on “hold” until one of the agents is available to take the call. If all three phone lines (both agent lines and the hold lines) are busy, a potential customer gets a busy signal, and it is assumed she calls another ticket office, so that her business is lost.The calls and attempted calls occur randomly (i.e., according to a Poisson process) at a mean rate of 12 per hour. The length of a telephone conversation has an exponential distribution with
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