This work considers analytic methods for the solution of queueing models, covering single server as well as multiserver systems.
Distribution assumptions range from exponential to rather general interarrival- and service times. Systems with customer impatience and retrial behaviour receive special attention. In case of impatience various types such as balking and reneging are considered. Distribution assumptions for the patience times range from the expontial to rather general distributions. The aim of this thesis is to support telephony applications by the use of queueing models.