Assume the inter-arrival rate for incoming calls during a 1-hour period is 11.0476 minutes. The average service tie on each call is 3 minutes. If there is only one phone operating during the 1-hour period, how busy would the phone be? Also, assume that both inter-arrival times of incoming calls and the service time per call follow an exponential distribution. What is the average waiting time during the 1-hour period?