Importance

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Abstract

The capability of communications systems is improved in completing call requests. Using automatic methods, people with appropriate communications devices are made available to receive calls under terms that protect the people's availability to do other work. An increase in the level of calls may be accommodated by automatically augmenting forces presently engaged in handling calls with a person from an adjunct work group who is normally engaged in tasks other than handling calls. When sufficient numbers of people in adjunct groups are available, no dedicated call-handling force is required. The regular work of people in these adjunct groups is interrupted to begin a period of handling calls under predetermined terms and conditions. Calls are then received until other terms and conditions for ending the period are satisfied. A preferential right to receive calls after the first call during the period of receiving calls may be specified. A priority feature is provided: calls determined to have a higher priority are afforded a higher probability of connecting immediately to a person. In selecting from among eligible groups or persons to interrupt, an algorithm provides relative measurements of the call-handling benefit provided from the interruption.

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First Claim