Before revision: We investigate the stationary characteristics of an M/G/1 retrial queue where the server, subject to active failures, primarily attends incoming calls and directs outgoing calls only when idle.
After revision: Efficient use of call center operators through technological innovations more often come at the expense of added operation management issues. In this paper, the stationary characteristics of an M/G/1 retrial queue where the server, subject to active failures, primarily attends incoming calls and directs outgoing calls only when idle.