| 摘要 |
<P>PROBLEM TO BE SOLVED: To suppress and prevent congestion of an ACD device and a private branch exchange caused by a concentration of incoming calls during a short period so that a call center maintains its services. <P>SOLUTION: An ACD system installed in a call center, which comprises an ACD device 101, a plurality of extension telephones 108, and an IP exchange 100 including an external line of an ISDN line or an IP line, distributes an ACD incoming call from the ISDN line or the IP line to one of the plurality of the extension telephones 108. The IP exchange 100 has: means for queuing ACD incoming information when distributing the ACD incoming call to the extension telephone; means for disconnecting the ACD incoming call after the number of the ACD incoming call information queuing, which is monitored, exceeds a predetermined threshold value; and means for delaying the execution of disconnection restoration sequence when disconnecting the ACD incoming call. <P>COPYRIGHT: (C)2012,JPO&INPIT |
