| 摘要 |
<p>An arrangement for providing Automatic Call Distribution (ACD) service from a mixture of local and remote agents. The remote agents (3) are connected via a voice connection to the home switch of the ACD and voice data connection to a Home Agent Server HAS (6). The HAS (6) passes call event data to Management Information System MIS (8) of the ACD, which informs the ACD switch (1) of call events that make a remote agent available or unavailable, and passes application data to a host processor for serving the applications of the ACD. Call set-up time is reduced by establishing longer term connections between the ACD and the remote server and using these connections for a plurality of calls; such connections are established or disconnected when the traffic level suggests the desirability of having more or fewer remote servers. Advantageously, ACD service can be provided efficiently and economically from a remote server.</p> |
