A heavyweight will be along soon but in the meantime my guess is

http://www.google.com/search?q=poiss...70.LooOJTMX1II

and

http://www.google.com/search?q=poiss...60.mZRprB2p4oo

Also, you might write:

-I've already tried 'aaa' but I don't think it's right because of 'bbb'.

-Here's a link where the authors state that the use of the 'ccc' distribution is controversial; how do I resolve this?

-I understand the formula but the numbers don't work, here's my trial answer-'ddd'

-If I need more practice in the basics, what do y'all recommend?

-How might I see this in action the next time I'm waiting for calls from hundreds of dissatisfied customers? How would I correct for my small sample size?

-How can I do a small scale version of this on Excel?

-Of the many statistical fallacies to watch out, which ones are relevant to this problem, if any?