Intelligent routing of special service telephone traffic
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United States of America Patent
Stats
-
Aug 2, 1994
Grant Date -
N/A
app pub date -
Oct 22, 1992
filing date -
Oct 22, 1992
priority date (Note) -
In Force
status (Latency Note)
Importance
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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