Intelligent routing of special service telephone traffic

Details Intelligent routing of special service telephone traffic Intelligent routing of special service telephone traffic

1992-10-22

1994-08-02

Chin, Stephen

Telephonic communications

With usage measurement

Call traffic recording by computer or control processor

379113, 379220, 379221, H04M 1500, H04M 700

Patent

active

053352688

ABSTRACT:
A method and apparatus for dynamically balancing special service telephone calling traffic among a plurality of automatic call distributors and servicing agents as a function of supply and demand for such services. Data is gathered from originating and terminating switches of the telephone network, from each automatic call distributor, and from a call routing data base. The collected data is analyzed to characterize the supply and demand. A routing plan through the network is formulated so that the number of calls to each automatic call distributor is alloted as a function thereof and of the relative costs in routing to one point or another. The formulated plan is implemented for control by effecting changes in the routing data base. In the routing plan formulation, cognizance may also be taken of manpower availability for agent staffing.

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