Abstract: A system and method for sharing a pool of agents in a telephone call servicing operation so that agents are utilized effectively. The telephones of a pool of agents are coupled to a number of dedicated inbound communication lines through an automatic call distributor (ACD). The telephones of another pool of agents is coupled to a number of dedicated outbound communication lines through an outbound dialer. The outbound agent telephones may be directly coupled to the outbound dialer, or may be coupled to the outbound dialer through the ACD. Alternatively, the agents may be in a single pool and all be available for servicing inbound and outbound calls. Agents are acquired from inbound call servicing to service outbound calls when the agent response indicator for inbound calls is below a predetermined threshold. Agents are acquired for outbound calling by placing an internal call from the outbound dialer through the ACD to an agent.

Abstract: A computer monitoring system which provides for the dynamic display of calling status information on an outbound dialing system. An operator at the workstation points to icons and, using a mouse, clicks on a selected device representing physical terminals or calling equipment to see summary data related to performance and status. Modifications of the procedure occur when a key is held down while pointing at an icon. In this case, the system will transition to a more detailed display screen and show summary charts and graphs of system or operator performance at their current task.