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Abstract

This invention relates to a central office (CO) based automatic call distributor (ACD) system arrangement for providing resource control and call event data processing services for a plurality of ACD systems, served by a switching system. The arrangement comprises a switching system, having a control processor complex (CPC), a special Event and Control Link (ECL) processor that performs ACD end-user call event data partitioning and ACD end-user resource allocation message screening, and one or more Management Information System (MIS) processors that perform data processing to derive statistics associated with calls to an ACD. The ECL receives, partitions, and transmits call event data messages from the CPC to the MIS processors. The ECL also screens resource allocation request messages, sent by ACD end-users to control the allocation of ACD resources, by checking that the messages match a predetermined format, and by verifying that the end-user making the request has permission to make the requested resource allocation changes. Finally, the ECL interfaces with multiple MIS processors. These MIS processors can be located at the CO, the premises of an enhanced service provider, or on an end-user's premises. Advantageously, end-user call event data partitioning and resource allocation message screening is performed by the ECL without increasing the complexity of the CPC program, and an ACD end-user has a choice of options of using his own MIS processor, sharing an MIS processor provided by an enhanced service provider, or sharing an MIS processor provided in the switching system.

First Claim