Abstract: A mobile telephone, or personal communication services subscriber who wishes directory assistance services is connected in the conventional manner to an operator who identifies a destination telephone number desired by the subscriber. As known in the prior art, the operator then initiates a call connecting the subscriber to the destination telephone number. In a preferred embodiment, the operator locates a desired destination telephone number in a computer database, and can select automatic dialing of the located number. Further, rather than dropping all further involvement with the call, the preferred embodiment of the present invention continually monitors the connection thereby established for a predetermined DTMF signal issued by the customer, such as that obtained by pressing the “*” button. If such a signal is detected, the customer is transferred to a directory assistance operator, who can then provide whatever further assistance is needed (e.g., providing further directory assistance).

Abstract: A method of qualifying telephone numbers for use by one or more telephone service representatives consisting of the following steps. Supplying a telephone number database containing telephone numbers and validation criteria to a qualifying computer. Launching calls with the qualifying computer to the telephone numbers in the telephone number database. Selecting called telephone numbers that meet the validation criteria as qualified telephone numbers. Establishing a qualified number queue for containing qualified telephone numbers. Providing access to the qualifying computer by the telephone service representatives to permit them to request qualified telephone numbers from the qualified number queue. Passing at least one qualified telephone number from the qualified number queue to the requesting telephone service representative.

Abstract: A method of and apparatus for qualifying telephone numbers for use by one or more telephone service representatives. The method includes the following steps. Supplying a telephone number database containing telephone numbers and validation criteria to a qualifying computer. Launching calls with the qualifying computer to the telephone numbers in the telephone number database. Selecting called telephone numbers that meet the validation criteria as qualified telephone numbers. Establishing a qualified number queue for containing qualified telephone numbers. Providing access to the qualifying computer by the telephone service representatives to permit them to request qualified telephone numbers from the qualified number queue. Passing at least one qualified telephone number from the qualified number queue to the requesting telephone service representative.

Abstract: The system for automatically routing calls to call center agents in an agent surplus condition provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of an agent surplus condition provides the present system with a plurality of choices in the assignment of the agent to process a presently received contact. Since the agents who staff the call center include multiple skill agents, the system must make a determination of not only which of the available agents is the best equipped to handle the present contact, but also how that assignment statistically effects the efficiency of successive assignments of agents to contacts next received, based upon the past performance of the agents and the call center.

Abstract: A service system provides substantially zero delay service and dynamically adjusts resources required to provide the service. According to an embodiment of the present invention, future staffing requirements of the service system are predicted by determining, of a number of customers currently in service, how many will remain in service at a predetermined future time and how many customers to arrive to the system in the future can be expected to remain in service at the predetermined future time. For customers in service, customers may be classified according to one or more attributes known for the customer. The attributes may be helpful to identify a type of service being provided to the customer and determine a remaining service time for the customer. Thus, the customer attributes may provide for more accurate staffing predictions than in the prior art.

Abstract: A communications handling center in which agents are assigned to handling queues for handling incoming communications, and handling attributes are assigned to the agents, is disclosed. The center forwards incoming communications, such as telephone calls, by determining handling requirements, including an appropriate handling queue and required agent attributes. An available agent within a queue is first located, and then an assessment is made whether that agent possesses required attributes in order to handle the communication. If so, the call is forwarded to the located agent. Preferably, the assigned agent attributes are relevant to all queues to which the agent may be assigned, allowing for the easy administration of the communications handling center, by reducing the number of queues that must be maintained.