We establish heavy-traffic stochastic-process limits for waiting times in
many-server queues with customer abandonment. If the system is asymptotically
critically loaded, as in the quality-and-efficiency-driven (QED) regime, then a
bounding argument shows that the abandonment does not affect waiting-time
processes. If instead the system is overloaded, as in the efficiency-driven
(ED) regime, following Mandelbaum et al. [Proceedings of the Thirty-Seventh
Annual Allerton Conference on Communication, Control and Computing (1999)
1095--1104], we treat customer abandonment by studying the limiting behavior of
the queueing models with arrivals turned off at some time t. Then, the
waiting time of an infinitely patient customer arriving at time t is the
additional time it takes for the queue to empty. To prove stochastic-process
limits for virtual waiting times, we establish a two-parameter version of
Puhalskii's invariance principle for first passage times. That, in turn,
involves proving that two-parameter versions of the composition and inverse
mappings appropriately preserve convergence.Comment: Published in at http://dx.doi.org/10.1214/09-AAP606 the Annals of
Applied Probability (http://www.imstat.org/aap/) by the Institute of
Mathematical Statistics (http://www.imstat.org