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Abstract

An automatic call distribution system capable of receiving incoming calls originating on either circuit-switched or packet-switched networks utilizes an automatic call distribution (ACD) server for receiving and routing incoming calls and a control center module for dynamically configuring a plurality of agent processes to which the incoming calls may be transferred. The agent processes, control center and ACD server may be separated geographically, but operatively coupled via a computer network. The incoming calls contain user information which enables calls to be routed by the ACD server according to a plurality of different criteria. A graphic user interface enables a system user to dynamically monitor the status of agent processes and reconfigure both queues and the agent processes associated with a queue in response to call loads and agent resource availability.

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First Claim