USER CALL CONNECTING METHOD USING THE USER IDENTIFICATION AND TELEPHONY SYSTEM THEREOF

摘要

A user call connecting method using a user identification and a telephony system thereof are provided to improve satisfaction of clients of telemarketing service or contact center by implementing a connecting function with a client to a consultant whom the client talked to previously. A switching unit(100) manages a path assignment between a consultant terminal(400) and a customer terminal(10). A customer contact device(200) provides a service announcement according to the service scenario. A just-before consultation connection server(300) determines based on the identifying information of client and consultation history information of client according to a request of the customer contact device. The just-before consultation connection server grasps the just-before consultant, and a connection is made between the customer terminal and just-before consultant terminal(420). A database(500) stores the consultation history information of client, and the identifying information of client.