| 摘要 |
Control system (7) and method for an interactive response system handling inbound calls (10) in reaction to a message, the control system (7) being connected to an interactive voice response (IVR) system (2), in which the control system (7) is arranged to control and monitor the handling of inbound calls (10) received by the IVR system (2). The control system (7) comprises a capacity management system (3) that derives
- the capacity limit for the number of simultaneous calls that can be handled directly, by the capacity of the IVR system (2) or the capacity of call center,
- if receiving a further inbound call (10), check whether or not the number of actual simultaneous calls is above the capacity limit, and if so:
- derive identification information for the further call; and
- forward the identification information to the IVR system (2) for executing an outbound call (i.e. calling back the caller) at a later moment in time.
Further embodiment shows playing of advertisings by the IVR to the calling subscriber. The advert that is generating the most leads is played the most frequently to the callers. |
