Abstract: Providing by a telecommunication switching system an automatic call distribution function using agents having wireless terminals by determining the location of the agents, determining the agents' skills, and routing calls to agents based on their physical location and the agents' skills. The telecommunication switching system determines the location of particular agents based on information obtained from wireless base stations. In addition, the telecommunication switching system transmits to the agent, who has been selected to help, the location where the agent is to go. This notification can be done utilizing a display on the wireless terminal or by using an audio message to the agent. Also, if an individual needing help goes off hook on a special wired telephone connected to the telecommunication switching system, the telecommunication switching system determines the location of the wired telephone and selects an agent who is then directed to the location of the wired telephone.

Abstract: Using dynamic learning techniques by a system controller to determine a subset of neighboring cell sites to which an activity transfer should be attempted. An activity transfer can be a handoff or registration. The neighboring cell sites that should be chosen for an activity transfer are specified for each cell site. The specified neighboring cell sites are determined by the dynamic learning process. In a first embodiment, the dynamic learning is accomplished by accumulating statistical data that defines the average call duration of each of the selected neighboring sites after an activity transfer to each. Advantageously, this average duration can include the total call duration for two subsequent activity transfers. In a second embodiment, the dynamic learning is accomplished by accumulating statistical data that defines the maximum transmission power from the base station to which a handset was transferred.