| 摘要 |
PROBLEM TO BE SOLVED: To perform call migration on the occurrence of a fault in a telephone terminal in a call center. SOLUTION: When a telephone terminal 41 falls into a fault state, while a customer telephone set 1 and the telephone terminal 41 places a telephone call with each other, a monitoring apparatus 20 informs a call control server 10 about the fault of the telephone terminal 41 and an alternate telephone terminal 42 capable of receiving calls. The call control server 10 instructs a guidance transmission terminal 30 to transmit a voice guidance to the customer telephone set 1 and switches the control destination of the customer telephone set 1 to the telephone terminal 42. Thus, anxiety on the part customers is decreased, customer's call will no longer be rapidly interrupted, and the customer can continue the call between the switched telephone terminal. COPYRIGHT: (C)2007,JPO&INPIT
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