| 摘要 |
PROBLEM TO BE SOLVED: To provide an uninterrupted automatic call distribution in which the fail over and recovery mechanism of a CTI system is sufficient. SOLUTION: In the control method of a contact center representatively composed of an automatic call distribution (ACD) system and a host processor different from the ACD system, the host processor controls the enqueuing of a call to a call queue and the assignment of a call in the call queue and in response to the loss and following recovery of the capability to control the enqueuing and the assignment in the host processor, the host processor restarts the control to the enqueuing of the call to the call queue. Only when the call enqueued to the call queue is lost therefrom at least while the host processor loses the control to the enqueuing and the assignment, the host processor restarts the control to the assignment of the call enqueued from each of call queues. COPYRIGHT: (C)2003,JPO
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