| 摘要 |
PROBLEM TO BE SOLVED: To provide a method and a system for controlling incoming calls of a call center by which troubles when receiving an incoming call due to poor communication in the call center are prevented by receiving the incoming call, after making an operator receiving a telephone call to understand internal information such as informative matters. SOLUTION: When one device, plural devices or all devices of operator terminals A, B, C, etc. are notified of the informative matters, for example, when the operator terminal (A) is notified of the informative matters; an operator incoming call control unit 4 sets so as to make the incoming call to the operator terminal (A) un-receivable during the notification. An understanding key signal which indicates that the operator terminal (A) understands the informative matters is detected by a message transmitting device 5. After that, the operator incoming call control unit 4 confirming the detection sets so as to allow the operator terminal (A) to receive the incoming call. By doing so, the occurrence of the troubles caused by allowing the operator terminal (A) in a state of not confirming the informative matters to receive the incoming call. When all operator terminals A, B, C, etc. are notified of the informative matters is prevented, the operator terminals are successively set into the incoming call receivable state from the operator terminal after the confirmation of the understanding of the informative matters with such a procedure. COPYRIGHT: (C)2006,JPO&NCIPI
|
