Position load distribution and management system for key telepho

Details Position load distribution and management system for key telepho Position load distribution and management system for key telepho

1981-03-02

1983-10-04

Brigance, Gerald L.

179 27FH, 179 27F, 179 99R, H04M 350, H04M 506

Patent

active

044081006

ABSTRACT:
A position load distribution (PLD) and management system for use with an existing key telephone system (KTS) wherein the KTS typically has a plurality of incoming lines and a plurality of agent-serviced positions. The PLD directs an incoming call to an available position which has been idle the longest since its last on-line condition by directing that position to answer the call. The PLD system of this invention can be fitted to an existing KTS without modifying the KTS equipment except for substitution of special line cards for the KTS line cards. If an agent does not answer the incoming call in a predetermined time or all agent positions are busy, the system will automatically answer the call, provide a pre-recorded message and place the call on "hold" until an agent's position becomes available. When an agent's position becomes available the PLD system will direct that position to answer the call.
All activity such as the number of calls answered, calls originated, calls abandoned, calls transferred for each position and the system totals are made available via the console. Also the number of times all incoming lines were busy and the number of calls being held because all positions were busy are also available. This information, made available via the console, can be used to provide efficient management of both the equipment and personnel.

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