COMPUTER TELEPHONY INTEGRATION SYSTEM AND INFORMATION PROVIDING DEVICE AND SWITCHBOARD CONTROLLER AND STORAGE MEDIUM USED FOR THE SAME

摘要

PROBLEM TO BE SOLVED: To assign a person in charge having knowledge appropriate to a request from a customer when the customer issues a request for direct interaction with a person in charge, by analyzing a requested content from the customer based on an access history to the information of the customer, and connecting a telephone line with the person in charge having a skill appropriate to the request. SOLUTION: A customer performs access through internet 6 to a web server 10. Then, the web server 10 which receives an interaction request from the customer transmits the telephone number information of the customer to a CTI server 8 when the customer is using a normal telephone use type 15. Also, the web server 10 transmits an IP address assigned to a customer terminal equipment 4 to the CTI server 8 when the customer is using an internet telephone use type 16. The web server 10 analyzes the request fro the customer based on information inputted from the customer. The CTI server 8 decides the assignment of an operator or expert in charge to be connected based on the analyzed result of the request from the customer transmitted from the web server 10.