| 摘要 |
<P>PROBLEM TO BE SOLVED: To provide a system capable of reducing the burden of management operations such as arranging the personnel or recognizing working situations even when operating a call center while utilizing home-based reception operators. Ž<P>SOLUTION: An ACD management apparatus 120 includes: a call control section 44 for transferring an incoming call received via a public network to any operation terminal registered on an operation shift as a terminal in charge of reception; an operation shift registration section 41 for accepting an operation reservation from an operation terminal, that is capable of performing an acceptance operation, from among operation terminals which are not registered in the operation shift as the terminal in charge of reception, and registering the operation terminal in the operation shift as an operation terminal for operation reservation; and an operator's operation management section 46 for accepting selection of the operation terminal to perform an operation request newly from among the operation terminals for operation reservation, requesting the selected operation terminal to start the operation, and in accordance with receiving an operation enabled notification from the selected operation terminal in response to the request, requesting the operation shift registration section 41 to register the selected operation terminal on the operation shift newly as an operation terminal in charge of reception. Ž<P>COPYRIGHT: (C)2010,JPO&INPIT Ž
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