| 摘要 |
PURPOSE: A system and a method for call routing of a call center are provided to analyze a type of a customer call and connect the customer call to a predefined customer service representative in a predefined customer careline according to each type of calls. CONSTITUTION: A private branch exchange (20) receives a customer call in a joining telephone through a wired/wireless public switched telephone network or a wired/wireless Internet network and switches the customer call to an extension. A database server (24) manages telephone numbers and counseling content as form of counseling information of each customer, and provides history information of each customer. A computer telephony integration server (22) receives the telephone number of a customer who made a call, from the private branch exchange and analyzes a type of the call by extracting the history information of the customer. A power over Ethernet (26) switches the call to be connected to a specific customer service representative of a customer careline corresponding to the type of the call. A plurality of Internet phones is connected in parallel to the power over Ethernet. [Reference numerals] (10) Wire-wireless public phone network; (12) Wire-wireless internet; (14) Gateway; (20) Private branch exchange (PBX); (22) Computer telephony integration server (CTI); (24) DB server; (26) Switching device (PoE); (28) Internet shopping server; (29) POS system; (30) Counselor internet phone; (AA) User terminal; (BB) Wire phone; (CC) Mobile phone; (DD) Smart phone; (EE) Wire internet terminal; (FF) Wireless internet terminal; (GG) Network; (PT) POS terminal |
