This paper analyzes an unreliable M X /G(M/H)/1 retrial system with vacation. We present closed-form expressions for the important performance indicators of the system, and derive the optimal vacation policies for minimizing the average waiting time of orbiting customers. The performance metrics are relevant for helpline services rendered in non-government organizations. Numerical experiments are conducted to examine the effect of vacation policy on the queue length and busy period of the system.

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Network-connectivity index, NICE model, Port choice, Port competitiveness,

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