METHOD OF DYNAMIC LOAD SHARING BETWEEN SYSTEMS WITH AUTOMATIC TELEPHONE CALL DISTRIBUTORS

摘要

A method of sharing a load of incoming calls to a first automatic call distribution (ACD) system with a second ACD system, comprising: establishing at each of the first and second ACD systems divert start service levels each comprising an average wait time of incoming calls before being answered of a predetermined number of incoming calls during a sample period, monitoring a local service level at each of the ACD systems, and diverting incoming calls from one of the ACD systems to the other of the ACD systems for answering thereof in the event the local service level of the one of the ACD systems is longer than its local divert start service level.