Abstract: An automatic call distribution (ACD) interface unit (AIU) which receives event messages generated by different telecommunication switches and forwards corresponding event messages to management of information system (MIS) processors. The AIU insures the uniqueness of identification codes by substituting a modified identification code when event messages destined for a single MIS processor are generated by two or more telecommunication switches.

Abstract: This invention relates to real time accumulation of telephone usage data and real time reporting of such data to a telecommunications system administrator. Telephones being monitored are identified in translation information of the connected switching system. When a reportable event occurs for one of these telephones, a data message is sent to a management information system (MIS) for the group that includes that telephone, and the records of that MIS are updated and displayed. Advantageously, real time information is displayed for selected individual and/or group telephone stations.

Abstract: An arrangement for providing Automatic Call Distribution (ACD) service from a mixture of local and remote agents. The remote agents are connected via a voice connection to the home switch of the ACD and voice data connection to a Home Agent Server (HAS). The HAS passes call event data to a Management Information System (MIS) of the ACD, which informs the ACD switch of call events that make a remote agent available or unavailable, and passes applications data to a host processor for serving the applications of the ACD. Advantageously, ACD service can be provided efficiently and economically from a remote server.

Abstract: This invention relates to apparatus and methods for sharing traffic among a plurality of ACD sites serving a customer. Each ACD site has a main queue for storing incoming calls to that ACD, and a group of overflow queues for storing calls rerouted from one of the other ACD sites. Before rerouting a call to an alternate site, the overflow queue for that site is checked; if it has an excessive number of entries, calls will not be rerouted to that alternate site. If one of the ACD sites is not appropriately equipped with overflow queues for different sites and an appropriate program for steering calls, that ACD site can route its overflow traffic via one of the ACD sites, designated as a mother node, for distributing overflow from the one site to others.

Abstract: This invention relates to apparatus and methods for sharing traffic among a plurality of ACD sites serving a customer. Each ACD site has a main queue for storing incoming calls to that ACD, and a group of overflow queues for storing calls rerouted from one of the other ACD sites. Before rerouting a call to an alternate site, the overflow queue for that site is checked; if it has an excessive number of entries, calls will not be rerouted to that alternate site.