| 摘要 |
PROBLEM TO BE SOLVED: To provide a device and a method enabling all users to be evenly supported. SOLUTION: A call dividing server 10 includes: an ACD processing section 111 for receiving incoming calls, and automatically dividing the calls into operator side telephone sets 30 capable of responding, out of a plurality of operator side telephone sets 30 equipped on a call center; an automatic responding section 112 for automatically responding to a newly received call if no operator side telephone set 30 is not busy; a telephone number specifying section 113 for specifying the telephone number of a transmission source of incoming calls; a counting section 114 for counting the number of incoming calls for each telephone number; a threshold value-determining section 115 for determining a threshold value on the basis of the number of calls and the number of operators each making a call with the operator side telephone set 30; and a priority changing section 116 for changing the priority of a call whose number of times is lower to be higher than that of a call whose number of times is higher on the basis of the threshold value. COPYRIGHT: (C)2010,JPO&INPIT
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