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: The exemplary embodiment is in an Automatic Call Distributor (ACD). Incoming calls to a system with no available agents can be placed in a queue, or in a departure from the prior art, can be terminated to voice mail. Voice mail messages are classified into different priority queues according to called number, keyed DTMF digits from the calling customer, and the calling number. The voice mail calls are delivered to the agent based upon the priority of the voice mail queue after the agent completes a call or after he/she logs in following a log out period. The voice mail calls can be terminated to a team of agents.