Robert D Laird

US Patent:

53352688, Aug 2, 1994

Filed:

Oct 22, 1992

Appl. No.:

7/964134

Inventors:

John F. Kelly - Wylie TX
Robert G. Laird - Colorado Springs CO
Thomas E. Baker - Monument CO
Cristobal A. Torres - Colorado Springs CO

Assignee:

MCI Communications Corporation - Washington DC

International Classification:

H04M 1500
H04M 700

US Classification:

379112

Abstract:

A method and apparatus for dynamically balancing special service telephone calling traffic among a plurality of automatic call distributors and servicing agents as a function of supply and demand for such services. Data is gathered from originating and terminating switches of the telephone network, from each automatic call distributor, and from a call routing data base. The collected data is analyzed to characterize the supply and demand. A routing plan through the network is formulated so that the number of calls to each automatic call distributor is alloted as a function thereof and of the relative costs in routing to one point or another. The formulated plan is implemented for control by effecting changes in the routing data base. In the routing plan formulation, cognizance may also be taken of manpower availability for agent staffing.