At+t Corp.

Robert Andrew Malmi

Sekar Ganesan

David George Lewis

Brenda L Casselman

Alan M Weinstock

Gerald F Healey

Jose Benhabib

Bernadette M Strout

Leslie Ellen Morton

Virtual dedicated access of telecommunication subscribers (12, 14 and 16) to an inter-exchange carrier (IXC) (20) is provided by way of an intelligent local End Office switch (180) that routes calls either to the IXC or to a local End Office switch (18). The intelligent local End Office switch (180) advantageously serves to perform inter-exchange processing of calls, as required, for calls that originate with, or terminate at, a customer rather than automatically route calls to the IXC for such inter-exchange processing, as was previously required.

Method for providing virtual dedicated access to an inter-exchange

A system for managing a telemarketing complex is disclosed wherein the probability of meeting a given performance objective by the agents servicing an automatic call distributor (ACD) within the complex is computed for each subinterval of a predetermined service interval. This probability is then compared with threshold levels in order to determine whether the ACD requires that calls be shifted to meet the performance objective or whether calls can be accepted by that ACD. A record is maintained for each subinterval of the probabilities computed for that subinterval and as to whether the system succeeded or failed in achieving the performance objective at the end of the service interval. This record is used to compute the threshold levels used in future comparisons. In addition, the system computes a line-estimation factor which when multiplied by the number of agents working can be used to estimate the call load for an ACD.

Telemarketing complex with automatic threshold levels

Growing community of inventors

Middletown, NJ, United States of America

Robert Andrew Malmi