| 摘要 |
PROBLEM TO BE SOLVED: To solve the matter of an ACD system for call center that if call termination concentrates on a specific ACD group when each agent multi-logs on a plurality of ACD groups, waiting calls of that call termination occupy a large number and thereby call termination to other ACD group becomes difficult substantially. SOLUTION: The ACD call distribution system comprises a means for queueing ACD incoming call information when an agent multi-logs on a plurality of ACD groups and an ACD incoming call from an IP network or a leased line network is terminated at the agent, a means for queueing receivable agent information when the agent multi-logs on a plurality of ACD groups, and a means for checking possibility of distributing a call to queueing of ACD incoming call wherein checking is started from an agent having a higher priority and receivable state of agents is ensured for a set number of persons. COPYRIGHT: (C)2007,JPO&INPIT
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