| 摘要 |
PROBLEM TO BE SOLVED: To provide an IP-telephone-compatible call center system which determines an operator telephone set as a terminating destination while taking the congestion state of a network into consideration. SOLUTION: In a traffic intensity management database 13, the current numbers of telephone calls indicating the numbers of operator terminals which are currently connected by bases and the maximum number of available telephone calls based upon the band of an Internet line 21 are managed. When a communication request is supplied from an outside telephone set 1 through a public network 2, an incoming call distribution processing section 11 selects an unconnected operator terminal Ti. A traffic intensity management processing section 12 refers to the traffic intensity management database 13 and sends a connection instruction to the incoming call distribution processing section 12 when the number of current telephone calls of the base where the selected operator terminal Ti is disposed is less than the maximum number of available telephone calls. When the current number of telephone calls reaches the maximum number of available telephone calls, on the other hand, a free terminal selection request is sent to the incoming call distribution processing section 12 to select another operator terminal. COPYRIGHT: (C)2007,JPO&INPIT
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