A skills based telephone call distribution system is disclosed.

A method and system for dispatching calls using a packet network is disclosed.

This invention concerns a process for including functions of an automatic call distributor system in an interactive voice response system.

Based on the selected call distribution criteria a flexible delivery of the calls by using the so-set destination profiles is possible.

Advantageously, ACD service can be provided efficiently and economically from a remote server.

A method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue.

The invention relates to a method, according to which, tasks arriving from a switching facility (12) or from another location are accepted by a terminal (14), in particular, in the framework of a call distribution.

Adaptive call distribution in a telecommunications system comprising configurations of Service Switching Point (SSP) (15; 16) and Service Control Point (SCP) (17; 18) equipment.

The specific handling relates to the specific selection and activation/deactivation or switching between specific destination profiles or to the setting of specific call distribution criteria in the destination profiles.

The invention introduces virtual user agents which are agents associated with virtual users and which are able to register with a call centre call distributing system in association with agent positions.