INCOMING DISTRIBUTING PROGRAM

摘要

PROBLEM TO BE SOLVED: To realize incoming distribution processing for improving operation efficiency and customer evaluation as to telephone answering operation at a call center. SOLUTION: When there is an incoming call from a customer telephone set 2, an inquiry sound-recording means 110 records inquiry contents of a customer while the incoming call is expected to be connected. An operator selecting means 114 refers to an operation state storage means 102 to select a reservation operator as a connection destination of the incoming call based upon operation states of operators. A sound-recording data reproducing means 111 reproduces sound-recording data while the reservation operator is performing answering recording operation for a previous customer and an incoming connection means 115 connects the incoming call of the customer to an operator terminal 3 of the reservation operator after the answering recording operation. COPYRIGHT: (C)2007,JPO&INPIT