Anrufteilungsnetzwerk mit Lokal-Vertreter

An arrangement for providing Automatic Call Distribution (ACD) service from a mixture of local and remote agents. The remote agents (e.g. at 3) are connected via a voice connection (2,11) to the home switch (1) of the ACD and voice data connection (2,10) to a Home Agent Server (HAS) (6). The HAS (6) passes call event data to a 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 applications data to a host processor (7) for serving the applications of the ACD. Advantageously, ACD service can be provided efficiently and economically from a remote server.