Integrated intelligent call blending

• US 5,467,391 A
• Filed: 07/14/1994
• Issued: 11/14/1995
• Est. Priority Date: 10/21/1992
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Digital Systems International, Inc. (Nokia Corporation)
• Inventors: Mullen, David C., Hurd, Clinton J., Donaghue, Norman J. Jr.
• Primary Examiner(s): Hofsass, Jeffery A.
• Assistant Examiner(s): HUNTER, DANIEL S
• Application Number:
  US08/276,774
• Time in Patent Office: 488 Days
• Field of Search: 379/76, 379/92, 379/112, 379/113, 379/132, 379/133, 379/134, 379/135, 379/136, 379/265, 379/266, 379/309
• US Class Current: 379/266.08
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems

Abstract

A system and method for sharing a pool of agents in a telephone call servicing operation so that agents are utilized effectively. The telephones of a pool of agents are coupled to a number of dedicated inbound communication lines through an automatic call distributor (ACD). The telephones of another pool of agents is coupled to a number of dedicated outbound communication lines through an outbound dialer. The outbound agent telephones may be directly coupled to the outbound dialer, or may be coupled to the outbound dialer through the ACD. Alternatively, the agents may be in a single pool and all be available for servicing inbound and outbound calls. Agents are acquired from inbound call servicing to service outbound calls when the agent response indicator for inbound calls is below a predetermined threshold. Agents are acquired for outbound calling by placing an internal call from the outbound dialer through the ACD to an agent. An acquired agent is released by terminating the internal call, not the individual outbound calls handled by the acquired agent.

Claims

1. A system for simultaneously maximizing productivity and call servicing quality by sharing pools of agents handling inbound and outbound telephone calls on a telephone exchange, each agent having a communication device, the system comprising:

a plurality of trunk lines coupled to the telephone exchange and designated as dedicated inbound communication lines solely to receive inbound telephone calls;

a plurality of trunk lines coupled to the telephone exchange and designated as dedicated outbound communication lines solely to place outbound telephone calls;

a stand-alone automatic call distributor coupled to said dedicated inbound communication lines to receive inbound telephone calls from the telephone exchange and couple the inbound telephone calls to the communication devices of the agent pool containing a plurality of inbound agents and containing at least one blend agent, said blend agent being designated to service both inbound and outbound telephone calls as needed;

a stand-alone outbound dialer coupled to said dedicated outbound communication lines to automatically place outbound telephone calls for a plurality of agents in the agent pool designated as outbound agents and for said blend agent when servicing outbound telephone calls;

an analyzer to analyze inbound telephone calls, to determine a response indicator indicative of a level of service quality, and to determine agent productivity;

acquisition means for acquiring control of the communication device of said blend agent to service an outbound telephone call if said response indicator indicates that said level of service quality exceeds a predetermined service quality goal and said productivity is less than a predetermined productivity goal, said acquisition means using said outbound dialer to place an acquisition telephone call through said automatic call distributor to acquire control of the communication device of said blend agent to couple the communication device of said acquired blend agent to one of said dedicated outbound communication lines via said automatic call distributor and said outbound dialer to service said outbound telephone call; and

releasing means for releasing control of the communication device of said acquired blend agent if said response indicator indicates that said level of service quality is less than said predetermined service quality goal, said releasing means terminating said acquisition telephone call, whereby the communication device of said acquired blend agent is selectively acquired for and released from outbound telephone call servicing by establishing and terminating said acquisition telephone call using said outbound dialer and said automatic call distributor.

2. The system of claim 1 wherein said analyzer compiles a set of statistics relating to the inbound telephone calls and uses said compiled statistics to measure said level of service quality.

3. The system of claim 2 wherein said compiled statistics includes the rate of incoming calls, the duration of incoming calls, the number of said inbound agents available to service inbound telephone calls, current status of said inbound agents, and the time required by said inbound agents to process data after termination of inbound calls.

4. The system of claim 2 wherein said analyzer uses said compiled statistics to estimate the number of said inbound agents required to service inbound telephone calls and achieve said predetermined service quality goal.

5. The system of claim 1 wherein said outbound dialer is a predictive outbound dialer, said outbound dialer automatically changing the rate of outbound telephone calls as the communication device of said acquired blend agent is acquired or released.

6. The system of claim 1 wherein said automatic call distributor initially couples inbound telephone calls to the communication devices of said plurality of inbound agents until all of said plurality of inbound agents are servicing inbound telephone calls before coupling any inbound telephone calls to the communication device of said blend agent.

7. The system of claim 1, further including a switch to computer interface coupled to said automatic call distributor to monitor the status of said dedicated inbound communication lines, the status of said dedicated outbound communication lines, and the status of said inbound agents, said blend agent and said outbound agents.

8. A method of simultaneously maximizing productivity and call servicing quality by sharing a pool of agents using a stand-alone automatic call distributor with a stand-alone outbound dialer, the automatic call distributor and the outbound dialer both being coupled to a telephone exchange, each agent having a communication device, the method comprising the steps of:

(a) creating a pool of inbound agents having their communication devices coupled to a plurality of trunk lines coupled to the telephone exchange and designated as dedicated inbound communication lines solely to receive inbound telephone calls, a pool of outbound agents having their communication devices coupled to a plurality of trunk lines coupled to the telephone exchange and designated as dedicated outbound communication lines solely to place outbound telephone calls, and a pool of blend agents designated as either inbound or outbound agents, the communication devices of said blend agents alternatively coupled to either said dedicated inbound communication lines or said dedicated outbound communication lines to selectively service either inbound or outbound telephone calls;

(b) determining a level of productivity for said inbound agents, said outbound agents, and said blend agents;

(c) determining a response indicator indicative of a level of service quality;

(d) placing an acquisition telephone call to the communication device of one of said blend agents who is currently servicing inbound telephone calls using the outbound dialer if said productivity is less than a predetermined productivity goal and said response indicator indicates that said level of service quality exceeds a predetermined service quality goal; and

(e) upon connection of said acquisition telephone call to the communication device of said one blend agent, acquiring control of the communication device of said one blend agent by coupling the communication device of said one blend agent to one of said dedicated outbound communication lines via the outbound dialer and the automatic call distributor to service said outbound telephone calls.

9. The method of claim 8, further including the step of compiling a set of statistics related to said inbound telephone calls, said statistics being used to measure said level of productivity and to determine said response indicator.

10. The method of claim 9 wherein said compiled statistics include the rate of incoming calls, the duration of incoming calls, the number of said inbound agents available to service inbound telephone calls, current status of said inbound agents, and the time required by said inbound agents to process data after termination of inbound calls.

11. The method of claim 9, further including the step of using said compiled statistics to estimate the number of said inbound agents required to service inbound telephone calls and achieve said predetermined service quality goal.

12. The method of claim 8, further including the step of:

(f) releasing control of the communication device of said one blend agent by terminating said acquisition telephone call if said response indicator indicates that said level of service quality is less than said predetermined service quality goal, said one blend agent returning to servicing inbound telephone calls, whereby control of the communication device of said one blend agent is selectively acquired for and released from outbound telephone call servicing by establishing and terminating an acquisition telephone call using the outbound dialer and the automatic call distributor.

13. The method of claim 8, further including the step of directing inbound telephone calls to the communication devices of said pool of inbound agents until each of the agents in said pool of inbound agents is servicing inbound telephone calls, and then directing additional inbound telephone calls to the communication devices of said pool of blend agents.

14. The method of claim 8 wherein the outbound dialer is a predictive dialer, the method further including the step of changing the rate of outbound telephone calls as control of the communication device of said one blend agent is acquired and released.

15. A system for dynamically sharing pools of agents handling inbound and outbound telephone calls on a telephone exchange, each agent having a communication device, the system comprising:

a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls;

a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls;

a stand-alone automatic call distributor coupled to said inbound communication lines to receive inbound telephone calls from the telephone exchange and couple the inbound telephone calls to the communication devices of the agent pool containing a plurality of inbound agents and containing at least one blend agent, said blend agent being designated to service both inbound and outbound telephone calls as needed;

a stand-alone outbound dialer coupled to said outbound communication lines to automatically place outbound telephone calls for a plurality of agents in the agent pool designated as outbound agents and for said blend agent when servicing outbound telephone calls;

an analyzer to analyze inbound telephone calls, to determine a response indicator indicative of a level of service quality;

acquisition means for acquiring control of the communication device of said blend agent to service an outbound telephone call if said response indicator indicates that said level of service quality exceeds a predetermined service quality goal, said acquisition means using said outbound dialer to place an acquisition telephone call through said automatic call distributor to acquire control of the communication device of said blend agent to couple the communication device of said acquired blend agent to one of said dedicated outbound communication lines via said automatic call distributor and said outbound dialer to service said outbound telephone call; and

releasing means for releasing control of the communication device of said acquired blend agent if said response indicator indicates that said level of service quality is less than said predetermined service quality goal, said releasing means terminating said acquisition telephone call, whereby the communication device of said acquired blend agent is selectively acquired for and released from outbound telephone call servicing by establishing and terminating said acquisition telephone call using said outbound dialer and said automatic call distributor.

16. A method for dynamically sharing pools of agents using a stand-alone automatic call distributor with a stand-alone outbound dialer, the automatic call distributor and the outbound dialer both being coupled to a telephone exchange, each agent having a communication device, the method comprising the steps of:

creating a pool of inbound agents having their communication devices coupled to a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls, a pool of outbound agents having their communication devices coupled to a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls, and a pool of blend agents designated as either inbound or outbound agents, the communication devices of said blend agents alternatively coupled to either said inbound communication lines or said outbound communication lines to selectively service either inbound or outbound telephone calls;

determining a response indicator indicative of a level of service quality;

placing an acquisition telephone call to the communication device of one of said blend agents who is currently servicing inbound telephone calls using the outbound dialer if said response indicator indicates that said level of service quality exceeds a predetermined service quality goal; and

upon connection of said acquisition telephone call to the communication device of said one blend agent, acquiring control of the communication device of said one blend agent by coupling the communication device of said one blend agent to one of said outbound communication lines via the outbound dialer and the automatic call distributor to service said outbound telephone calls.

17. A system for simultaneously maximizing productivity and call servicing quality by sharing a pool of agents servicing inbound and outbound telephone calls on a telephone exchange, each agent having a communication device, the system comprising:

a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls;

a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls;

an automatic call distributor coupled to said inbound communication lines to receive inbound telephone calls from the telephone exchange and couple the inbound telephone calls to the communication devices of a plurality of agents in the agent pool designated as inbound agents, including at least one blend agent, said blend agent being designated to service both inbound and outbound telephone calls as needed;

an outbound dialer coupled to said outbound communication lines to automatically place outbound telephone calls for a plurality of agents in the agent pool designated as outbound agents and for said blend agent when servicing outbound telephone calls;

an acquisition trunk line coupled to said automatic call distributor by a trunk distributor connection and coupled to said outbound dialer by a trunk dialer connection;

an analyzer to analyze inbound telephone calls, to determine a response indicator indicative of a level of service quality, and to determine agent productivity;

acquisition means for acquiring control of the communication device of said blend agent to service an outbound telephone call if said response indicator indicates that said level of service quality exceeds a predetermined service quality goal and said productivity is less than a predetermined productivity goal, said acquisition means using said outbound dialer to place an acquisition telephone call through said acquisition trunk line to said automatic call distributor to acquire control of the communication device of said blend agent and to couple the communication device of said acquired blend agent to one of said outbound communication lines via said automatic call distributor and said outbound dialer to service said outbound telephone call; and

releasing means for releasing control of the communication device of said acquired blend agent if said response indicator indicates that said level of service quality is less than said predetermined service quality goal, said releasing means terminating said acquisition telephone call.

18. A system for simultaneously maximizing productivity and call servicing quality by sharing a pool of agents servicing inbound and outbound telephone calls on a telephone exchange, each agent having a communication device, the system comprising:

a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls;

a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls;

an automatic call distributor coupled to the telephone exchange by said inbound communication lines to receive inbound telephone calls from the telephone exchange and couple the inbound telephone calls to the communication devices of a plurality of agents in the agent pool designated as inbound agents, including at least one blend agent, said blend agent being designated to service both inbound and outbound telephone calls as needed;

an outbound dialer coupled to the telephone exchange by said outbound communication lines to automatically place outbound telephone calls for a plurality of agents in the agent pool designated as outbound agents and for said blend agent when servicing outbound telephone calls;

an analyzer to analyze inbound telephone calls, to determine a response indicator indicative of a level of service quality, and to determine agent productivity;

acquisition means for acquiring control of the communication device of said blend agent to service an outbound telephone call if said response indicator indicates that said level of service quality exceeds a predetermined service quality goal and said productivity is less than a predetermined productivity goal, said acquisition means using said outbound dialer to place an acquisition telephone call on the telephone exchange to said automatic call distributor to acquire control of the communication device of said blend agent and to couple the communication device of said acquired blend agent to one of said outbound communication lines via said automatic call distributor and said outbound dialer to service said outbound telephone call; and

releasing means for releasing control of the communication device of said acquired blend agent if said response indicator indicates that said level of service quality is less than said predetermined service quality goal, said releasing means terminating said acquisition telephone call.

19. A system for dynamically sharing a pool of agents servicing inbound and outbound telephone calls on a telephone exchange, each agent having a communication device, the system comprising:

a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls;

a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls;

an automatic call distributor coupled to said inbound communication lines to receive inbound telephone calls from the telephone exchange and couple the inbound telephone calls to the communication devices of a plurality of agents in the agent pool designated as inbound agents, including at least one blend agent, said blend agent being designated to service both inbound and outbound telephone calls as needed;

an outbound dialer coupled to said outbound communication lines to automatically place outbound telephone calls for a plurality of agents in the agent pool designated as outbound agents and for said blend agent when servicing outbound telephone calls;

an acquisition trunk line coupled to said automatic call distributor by a trunk distributor connection and coupled to said outbound dialer by a trunk dialer connection;

an analyzer to analyze inbound telephone calls, to determine a response indicator indicative of a level of service quality;

acquisition means for acquiring control of the communication device of said blend agent to service an outbound telephone call if said response indicator indicates that said level of service quality exceeds a predetermined service quality goal, said acquisition means using said outbound dialer to place an acquisition telephone call on said acquisition trunk line to said automatic call distributor to acquire control of the communication device of said blend agent to couple the communication device of said acquired blend agent to one of said outbound communication lines via said automatic call distributor and said outbound dialer to service said outbound telephone call;

releasing means for releasing control of the communication device of said acquired blend agent if said response indicator indicates that said level of service quality is less than said predetermined service quality goal, said releasing means terminating said acquisition telephone call.

20. A system for dynamically sharing a pool of agents servicing inbound and outbound telephone calls on a telephone exchange, each agent having a communication device, the system comprising:

a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls;

a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls;

an automatic call distributor coupled to said inbound communication lines to receive inbound telephone calls from the telephone exchange and couple the inbound telephone calls to the communication devices of a plurality of agents in the agent pool designated as inbound agents, including at least one blend agent, said blend agent being designated to service both inbound and outbound telephone calls as needed;

an outbound dialer coupled to said outbound communication lines to automatically place outbound telephone calls for a plurality of agents in the agent pool designated as outbound agents and for said blend agent when servicing outbound telephone calls;

an analyzer to analyze inbound telephone calls, to determine a response indicator indicative of a level of service quality;

acquisition means for acquiring control of the communication device of said blend agent to service an outbound telephone call if said response indicator indicates that said level of service quality exceeds a predetermined service quality goal, said acquisition means using said outbound dialer to place an acquisition telephone call on the telephone exchange to acquire control of the communication device of said blend agent and to couple the communication device of said acquired blend agent to one of said outbound communication lines via said automatic call distributor, the telephone exchange and said outbound dialer to service said outbound telephone call; and

releasing means for releasing control of the communication device of said acquired blend agent if said response indicator indicates that said level of service quality is less than said predetermined service quality goal, said releasing means terminating said acquisition telephone call.

21. A system for dynamically sharing a pool of agents servicing inbound and outbound telephone calls on a telephone exchange, each agent having a communication device, the system comprising:

a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls;

a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls;

an automatic call distributor coupled to said inbound communication lines to receive inbound telephone calls from the telephone exchange and couple the inbound telephone calls to the communication devices of a plurality of agents in the agent pool designated as inbound agents, including at least one blend agent, said blend agent being designated to service both inbound and outbound telephone calls as needed;

an outbound dialer coupled to said outbound communication lines to automatically place outbound telephone calls for a plurality of agents in the agent pool designated as outbound agents and for said blend agent when servicing outbound telephone calls;

an acquisition trunk line coupled to said automatic call distributor by a trunk distributor connection and coupled to said outbound dialer by a trunk dialer connection;

acquisition means for acquiring control of the communication device of said blend agent to service an outbound telephone call by using said outbound dialer to place an acquisition telephone call through said acquisition trunk line to said automatic call distributor to acquire control of the communication device of said blend agent and to couple the communication device of couple said acquired blend agent to one of said outbound communication lines via said automatic call distributor and said outbound dialer to service said outbound telephone call; and

releasing means for releasing control of the communication device of said acquired blend agent by terminating said acquisition telephone call.

22. A system for dynamically sharing a pool of agents servicing inbound and outbound telephone calls on a telephone exchange, each agent having a communication device, the system comprising:

a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls;

a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls;

an automatic call distributor coupled to the telephone exchange by said inbound communication lines to receive inbound telephone calls from the telephone exchange and couple the inbound telephone calls to the communication devices of a plurality of agents in the agent pool designated as inbound agents, including at least one blend agent, said blend agent being designated to service both inbound and outbound telephone calls as needed;

an outbound dialer coupled to the telephone exchange by said outbound communication lines to automatically place outbound telephone calls for a plurality of agents in the agent pool designated as outbound agents and for said blend agent when servicing outbound telephone calls;

acquisition means for acquiring control of the communication device of said blend agent to service an outbound telephone call by using said outbound dialer to place an acquisition telephone call on the telephone exchange to said automatic call distributor to acquire control of the communication device of said blend agent and to couple the communication device of said acquired blend agent to one of said outbound communication lines via said automatic call distributor and said outbound dialer to service said outbound telephone call; and

releasing means for releasing control of the communication device of said acquired blend agent by terminating said acquisition telephone call.

23. A method of simultaneously maximizing productivity and call servicing quality by sharing a pool of agents using an automatic call distributor and an outbound dialer, both coupled to a telephone exchange and to each other by an acquisition trunk line, each agent having a communication device, the method comprising the steps of:

designating a plurality of agents in the pool of agents as inbound agents to service inbound telephone calls with the communication devices of said inbound agents coupled to a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls, a plurality of agents in the pool of agents as outbound agents to service outbound telephone calls with the communication devices of said outbound agents coupled to a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls, and at least one agent in the pool of agents as a blend agent to service either inbound or outbound telephone calls with the communication device of said blend agent alternatively coupled to either said inbound communication lines or said outbound communication lines to selectively service either inbound or outbound telephone calls;

determining a level of productivity for said inbound agents, said outbound agents, and said blend agent;

determining a response indicator indicative of a level of service quality;

placing an acquisition telephone call to the communication device of said blend agent who is currently servicing inbound telephone calls using the outbound dialer, the acquisition trunk line, and the automatic call distributor, if said productivity is less than a predetermined productivity goal and said response indicator indicates that said level of service quality exceeds a predetermined service quality goal; and

upon connection of said acquisition telephone call to the communication device of said blend agent, acquiring control of the communication device of said blend agent by coupling the communication device of said blend agent to one of said outbound communication lines via the outbound dialer and the automatic call distributor to service said outbound telephone calls.

24. A method of simultaneously maximizing productivity and call servicing quality by sharing a pool of agents using an automatic call distributor and an outbound dialer, both coupled to a telephone exchange, each agent having a communication device, the method comprising the steps of:

designating a plurality of agents in the pool of agents as inbound agents to service inbound telephone calls with the communication devices of said inbound agents coupled to a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls, a plurality of agents in the pool of agents as outbound agents to service outbound telephone calls with the communication devices of said outbound agents coupled to a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls, and at least one agent in the pool of agents as a blend agent to service either inbound or outbound telephone calls with the communication device of said blend agent alternatively coupled to either said inbound communication lines or said outbound communication lines to selectively service either inbound or outbound telephone calls;

determining a level of productivity for said inbound agents, said outbound agents, and said blend agent;

determining a response indicator indicative of a level of service quality;

placing an acquisition telephone call to the communication device of said blend agent who is currently servicing inbound telephone calls using the outbound dialer to place said acquisition telephone call on the telephone exchange to the automatic call distributor if said productivity is less than a predetermined productivity goal and said response indicator indicates that said level of service quality exceeds a predetermined service quality goal; and

upon connection of said acquisition telephone call to the communication device of said blend agent, acquiring control of the communication device of said blend agent by coupling the communication device of said blend agent to one of said outbound communication lines via the outbound dialer and the automatic call distributor to service said outbound telephone calls.

25. A method of dynamically sharing a pool of agents using an automatic call distributor and an outbound dialer, both coupled to a telephone exchange and to each other by an acquisition trunk line, each agent having a communication device, the method comprising the steps of:

designating a plurality of agents in the pool of agents as inbound agents to service inbound telephone calls with the communication devices of said inbound agents coupled to a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls, a plurality of agents in the pool of agents as outbound agents to service outbound telephone calls with the communication devices of said outbound agents coupled to a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls, and at least one agent in the pool of agents as a blend agent to service either inbound or outbound telephone calls with the communication device of said blend agent alternatively coupled to either said inbound communication lines or said outbound communication lines to selectively service either inbound or outbound telephone calls;

determining a response indicator indicative of a level of service quality;

placing an acquisition telephone call to the communication device of said blend agent who is currently servicing inbound telephone calls using the outbound dialer, the acquisition trunk line, and the automatic call distributor if said response indicator indicates that said level of service quality exceeds a predetermined service quality goal; and

upon connection of said acquisition telephone call to the communication device of said blend agent, acquiring control of the communication device of said blend agent by coupling the communication device of said blend agent to one of said outbound communication lines via the outbound dialer and the automatic call distributor to service said outbound telephone calls.

26. A method of dynamically sharing a pool of agents using an automatic call distributor and an outbound dialer, both coupled to a telephone exchange, each agent having a communication device, the method comprising the steps of:

designating a plurality of agents in the pool of agents as inbound agents to service inbound telephone calls with the communication devices of said inbound agents coupled to a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls, a plurality of agents in the pool of agents as outbound agents to service outbound telephone calls with the communication devices of said outbound agents coupled to a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls, and at least one agent in the pool of agents as a blend agent to service either inbound or outbound telephone calls with the communication device of said blend agent alternatively coupled to either said inbound communication lines or said outbound communication lines to selectively service either inbound or outbound telephone calls;

determining a response indicator indicative of a level of service quality;

placing an acquisition telephone call to the communication device of said blend agent who is currently servicing inbound telephone calls using the outbound dialer to place said acquisition telephone call on the telephone exchange if said response indicator indicates that said level of service quality exceeds a predetermined service quality goal; and

upon connection of said acquisition telephone call to the communication device of said blend agent, acquiring control of the communication device of said blend agent by coupling the communication device of said blend agent to one of said outbound communication lines via the outbound dialer and the automatic call distributor to service said outbound telephone calls.

27. A method of dynamically sharing a pool of agents using an automatic call distributor and an outbound dialer, both coupled to a telephone exchange and to each other by an acquisition trunk line, each agent having a communication device, the method comprising the steps of:

designating a plurality of agents in the pool of agents as inbound agents to service inbound telephone calls with the communication devices of said inbound agents coupled to a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls, a plurality of agents in the pool of agents as outbound agents to service outbound telephone calls with the communication devices of said outbound agents coupled to a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls, and at least one agent in the pool of agents as a blend agent to service either inbound or outbound telephone calls with the communication device of said blend agent alternatively coupled to either said inbound communication lines or said outbound communication lines to selectively service either inbound or outbound telephone calls;

placing an acquisition telephone call to the communication device of said blend agents who is currently servicing inbound telephone calls using the outbound dialer, the acquisition trunk line, and the automatic call distributor; and

upon connection of said acquisition telephone call to the communication device of said blend agent, acquiring control of the communication device of said blend agent by coupling the communication device of said blend agent to one of said outbound communication lines via the outbound dialer and the automatic call distributor to service said outbound telephone calls.

28. A method of dynamically sharing a pool of agents using an automatic call distributor and an outbound dialer, both coupled to a telephone exchange, each agent having a communication device, the method comprising the steps of:

designating a plurality of agents in the pool of agents as inbound agents to service inbound telephone calls with the communication devices of said inbound agents coupled to a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls, a plurality of agents in the pool of agents as outbound agents to service outbound telephone calls with the communication devices of said outbound agents coupled to a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls, and at least one agent in the pool of agents as a blend agent to service either inbound or outbound telephone calls with the communication device of said blend agent alternatively coupled to either said inbound communication lines or said outbound communication lines to selectively service either inbound or outbound telephone calls;

placing an acquisition telephone call to the communication device of said blend agent who is currently servicing inbound telephone calls using the outbound dialer to place said acquisition telephone call on the telephone exchange to the automatic call distributor; and

upon connection of said acquisition telephone call to the communication device of said blend agent, acquiring control of the communication device of said blend agent by coupling the communication device of said blend agent to one of said outbound communication lines via the outbound dialer and the automatic call distributor to service said outbound telephone calls.

29. A system for dynamically sharing a pool of agents servicing inbound and outbound telephone calls on a telephone exchange, each agent having a communication device, the system comprising:

a plurality of trunk lines coupled to the telephone exchange and designated as inbound communication lines to receive inbound telephone calls;

a plurality of trunk lines coupled to the telephone exchange and designated as outbound communication lines to place outbound telephone calls;

an automatic call distributor coupled to said inbound communication lines to receive inbound telephone calls from the telephone exchange and couple the inbound telephone calls to the communication devices of a plurality of agents in the agent pool designated as inbound agents, including at least one blend agent, said blend agent being designated to service both inbound and outbound telephone calls as needed;

an outbound dialer coupled to said outbound communication lines to automatically place outbound telephone calls for a plurality of agents in the agent pool designated as outbound agents and for said blend agent when servicing outbound telephone calls;

acquisition means for acquiring control of the communication device of said blend agent to service an outbound telephone call by using said outbound dialer to place an acquisition telephone call on one of said outbound trunk lines through said automatic call distributor to acquire control of the communication device of said blend agent through said automatic call distributor to couple the communication device of said acquired blend agent to an other one of said outbound trunk lines to service said outbound telephone call on said other outbound trunk line; and

releasing means for releasing control of the communication device of said acquired blend agent by terminating said acquisition telephone call, whereby control of the communication device of said acquired blend agent is selectively acquired for and released from outbound telephone call servicing by establishing and terminating said acquisition telephone.

30. A system for integrating a telephone call service operation having a stand-alone automatic call distributor and a stand-alone outbound dialer to dynamically share a pool of agents servicing inbound and outbound telephone calls on a telephone exchange, each agent having a communication device, with the automatic call distributor being coupled to a plurality of inbound communication lines coupled to the telephone exchange to receive inbound telephone calls from the telephone exchange and couple the inbound telephone calls to the communication devices of a plurality of agents in the agent pool designated as inbound agents, including a blend agent, said blend agent being designated to service both inbound and outbound telephone calls as needed, and the outbound dialer coupled to a plurality of outbound communication lines coupled to the telephone exchange to place outbound telephone calls for a plurality of agents in the agent pool designated as outbound agents and for said blend agent when servicing outbound telephone calls, the system comprising:

acquisition means for acquiring control of the communication device of the blend agent to service an outbound telephone call by using the outbound dialer to place an acquisition telephone call on one of the plurality of outbound communication lines through the automatic call distributor to acquire control of the communication device of the blend agent through the automatic call distributor to couple the communication device of the acquired blend agent to an other one of the plurality of outbound communication lines to service said outbound telephone call on said other outbound communication line; and

releasing means for releasing control of the communication device of the acquired blend agent by terminating said acquisition telephone call.

31. A system for integrating a telephone call service operation having a stand-alone automatic call distributor and a stand-alone outbound dialer to dynamically share a pool of agents servicing inbound and outbound telephone calls on a telephone exchange, each agent having a communication device, with the automatic call distributor being coupled to a plurality of inbound communication lines coupled to the telephone exchange to receive inbound telephone calls from the telephone exchange and couple the inbound telephone calls to the communication devices of a plurality of agents in the agent pool designated as inbound agents, including a blend agent designated to service both inbound and outbound telephone calls as needed, and the outbound dialer being coupled to a plurality of outbound communication lines coupled to the telephone exchange to place outbound telephone calls for a plurality of agents in the agent pool designated as outbound agents and for the blend agent when servicing outbound telephone calls, the system comprising:

acquisition means for acquiring control of the communication device of the blend agent to service an outbound call by establishing a telephone connection between the outbound dialer and the automatic call distributor to acquire control of the communication device of the blend agent through the automatic call distributor to couple the communication device of the acquired blend agent to one of the plurality of outbound communication lines to service said outbound telephone call on said one outbound communication line; and

releasing means for releasing control of the communication device of the acquired blend agent by terminating said telephone connection.

32. A system for maximizing productivity by sharing a pool of agents each having a communication device coupled to an automatic call distributor to service inbound telephone calls from a telephone exchange having a plurality of trunk lines designated as inbound communication lines with the automatic call distributor coupled to the inbound communication lines to receive inbound telephone calls from the telephone exchange and to direct the inbound telephone calls to the communication devices of the pool of agents, the automatic call distributor having a computer interface to allow the monitoring of the status of the automatic call distributor, the system comprising:

an analyzer coupled to the automatic call distributor through the computer interface to analyze agent activity related to the inbound telephone calls and to determine a response indicator indicative of a demand level for agent availability for inbound telephone call servicing;

acquisition means for acquiring control of the communication device of one of the plurality of inbound agents to perform alternate service activities other than telephone call servicing, while remaining under the control of the automatic call distributor during a period when said response indicator indicates that said agent demand level is less than a predetermined level, and preventing the automatic call distributor from directing further inbound telephone calls to the communication device of said acquired agent; and

releasing means for releasing control of the communication device of said acquired inbound agent if said response indicator indicates that said agent demand level is greater than said predetermined level, and allowing the automatic call distributor to direct further inbound telephone calls to the communication device of said released agent.

33. The system of claim 32 wherein said analyzer compiles a set of statistics related to said agent activity and uses said compiled statistics to measure said agent demand.

34. The system of claim 33 wherein said compiled statistics include a wrap-up time required by the pool of agents to process data after termination of telephone calls, said analyzer determining said wrap-up time based on a measured wrap-up time and an imputed wrap-up time whenever said measured wrap-up time is not available, said imputed wrap-up time being a fraction of said measured wrap-up time.

35. The system of claim 33 wherein said compiled statistics include the number of agents available to service the telephone calls, said analyzer determining the number of said available agents by comparing a work time for a particular one of the pool of agents with an average work time and declaring said particular agent unavailable if said work time for said particular agent exceeds said average work time by a predetermined amount.

36. The system of claim 32 wherein said computer interface is a computer-telephone integration link.