| 摘要 |
PROBLEM TO BE SOLVED: To smoothly operate a call center by enabling an operator to efficiently implement work while securing an appropriate after-work time in accordance with a type of call in the operation of the call center.SOLUTION: A CPU identifies a line type of a line accommodating a trunk to which a call is incoming, and calculates a suppression time from a suppression line type. When a speech of a call incoming to an extension is disconnected, it is set to a suppression state table that a suppression state of an extension number of the extension indicates a state under suppression, and the calculated suppression time is set to a timer control table. The timer control table is updated in real time. When a call is incoming, the CPU refers to the suppression state table and if the suppression state of the extension number indicates the state under suppression, a speech path switch is instructed to prevent a call from incoming to the extension number.SELECTED DRAWING: Figure 11 |
