We see that the expert predictions represent the weakly graphics and the seasonal changes. The weakly graphs are defined as some "moving averages" for 7 days. The seasonal changes are represented for each weak of the season. If the season is a year then for 52 weeks.
The "observed" values of the call rates 
at different time intervals are defined directly or estimated by the corresponding expressions given in section 2.5.
Any missing or uncertain data defining this function or its components should be replaced by expert estimates.
This is important for the first year of operation.