Dynamic distributed resources management system and method of provisioning therefor

摘要

A call centre (10) has an automated system (50, 52) for managing home agent (32-38) and fixed agent (14-18) (i.e. located with the call centre) resources. A home agent server (50) located in the call centre (10) collects information (53) regarding the current call centre load, on availability of home agents for immediate or future work, certain thresholds determined via a supervisor interface (54) and information about the skills of available home and fixed agents stored in an agent database (56). If provisioned levels of service are inadequate, then the home agent server (50) instructs additional home agents to log on and receive incoming calls via the call centre (12).