At&t Bell Laboratories

American Telephone and Telegraph, Co.

At&t Information Systems Inc.

Craig F Palmer

Joylee E Kohler

Eugene P Mathews

Robert Daniel Nalbone

Rainie M Bicknell

Barbara J Kittredge

Robert L Young

Automatic Call Distribution (ACD) equipment is improved by matching the information needs of an incoming caller with the particular expertise of a telemarketing agent who handles such calls. Each incoming call is assigned up to three prioritized skill numbers that estimate skill requirements of the calling party. Each agent possesses up to four skill numbers that represent various particular abilities of that agent. Numbers 1 through 9 are used. Upon arrival of the incoming call, a search is made for a match between the first caller skill number and an available agent possessing that skill. If no match is found, a similar search is made with respect to the second caller skill number. After a predetermined delay, a search is made with respect to the third caller skill number. When a match is found, the incoming call is connected to the agent possessing that skill. The longer that an incoming call remains unanswered, the larger the pool of agents becomes that will be allowed to handle the call. Although the specific expertise sought may not be matched, the present technique optimizes the matching process when a time constraint is imposed.

Automatic call distribution based on matching required skills with

In a private communication network (10) served by a provider of call interconnection services, e.g., a carrier service node (15), the number of trunks (50-52) used within a call path is reduced without affecting the private nature of the private network. The service provider serves customer calls by means of a service node controller (SNC 40)--a switch such as a PBX. The SNC directly interconnects trunks (50,51) that connect it with a call-source and a call-destination node (20,21) of the customer, without routing the call through the customer's tandem node (24). The SNC merely queries the customer's tandem node over a control link (53), such as an ISDN D channel, to obtain requisite call-routing information from the customer's database (60). The customer retains ownership and control of the tandem node and its database, thereby preserving the private nature of the private network.

Arrangement for providing a call-connection service

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Thornton, CO, United States of America

Craig F Palmer