| 摘要 |
PROBLEM TO BE SOLVED: To efficiently manage a history concerning one reference in a call center, and information included in the history. SOLUTION: When a call is connected, a call connection managing part sets a reference ID and stores a record in a reference history DB. A data output part provides a terminal device of each corresponding person with reference history information including the reference ID. When a telephone call taking-over support server receives a taking-over instruction and taking-over information from the terminal device, the server instructs a PBX to switch a connection point. When the connection point is switched, the call connection managing part sets a new reference ID and stores a record in the reference history DB based on the reference ID included in the taking-over information. COPYRIGHT: (C)2011,JPO&INPIT
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