Abstract: A call distribution system, suitable for use in a network supporting a telemarketing call center, maintains call counts at a global data server and at a number of transaction servers which are connected in common to the global data server. A choice is made of either the global count or the local count to be used in addressing a distribution map which determines the destination for a particular call. The distribution map may be a minimum error map which minimizes the deviation from a planned distribution ratio wherever a call sequence is terminated.

Abstract: An error reporting system in a communication system of the type that includes a PBX (10) and a monitoring system (20) that forwards internally detected errors from the PBX to a customer service center (28). A trouble ticket server (30) is coupled via a switch contact (40) to the monitoring system and is programmed to close the switch contact in an event a user reported error message is received. Upon detecting the contact closure, the monitoring system forwards an external alarm message to the customer service center. Alternatively, the trouble ticket server may be connected to the monitoring system via a serial communication link (52) that forwards a description of the user reported error to the monitoring system. The monitoring system may direct the PBX to run one or more diagnostic tests and forward the results of the tests to the customer service center along with the description of the user reported error.