| 摘要 |
<P>PROBLEM TO BE SOLVED: To enable "specific customer support" by using a second voice communication terminal in the case of having no vacancy for establishing a call in a first voice communication terminal. <P>SOLUTION: A call center server 40 as a telephone transfer device comprises: ACD means for determining whether or not there is a vacancy for call establishment in an operator telephone apparatus 17, and making an exchange 20 distribute an incoming call to the operator telephone apparatus 17 having the vacancy when it is determined that there is the vacancy; registration determination means for determining whether or not a transfer destination telephone number is registered by referring to a customer telephone number in a customer registration information table by using a telephone number of a customer telephone apparatus 1 as a key, when it is determined that there is no vacancy; and transfer management means for transferring the incoming call to a staff telephone apparatus 6 identified by the transfer destination telephone number through the exchange 20 when it is determined by the registration determination means that the transfer destination telephone number is registered, and making the incoming call be a waiting call when it is determined that the transfer destination telephone number is not registered. <P>COPYRIGHT: (C)2013,JPO&INPIT |
