CALL ALLOCATION APPARATUS, CALL ALLOCATION PROGRAM, CALL ALLOCATION METHOD, AND CALL CENTER SYSTEM

摘要

PROBLEM TO BE SOLVED: To provide a technology of highly efficient call allocation while further suppressing reply wait.SOLUTION: A call allocation apparatus comprises: a call control section for allocating a call to a telephone device in a callable state; a traffic intensity monitoring section for monitoring traffic intensity that is a ratio of the number of the telephone devices in a call at a predetermined point of time to the number of the telephone devices in the callable state and the telephone devices in the call; and a registration management section configured to shift a predetermined telephone device not in the callable state to the callable state when the traffic intensity exceeds a predetermined threshold value.