| 摘要 |
PROBLEM TO BE SOLVED: To provide an incoming call distribution system, an incoming call distribution method, and an incoming call distribution control unit capable of enhancing a reply rate of a call center. SOLUTION: The distribution control unit for controlling an incoming call distribution unit for distributing incoming calls from a communication line to any of a plurality of opposite party terminals stores identification information of the operator terminals, information denoting whether or not an incoming call is awaited, and reply propriety information to an operator management table in cross-reference with each other, sets the incoming call distribution unit to select operator terminals awaiting the arrival of incoming calls as distribution destinations, acquires the number of the operator terminals awaiting the incoming calls, selects the operator terminals the acceptance of incoming calls of which is permitted among the operator terminals not awaiting the distribution of incoming calls when the acquired number of the terminals is smaller than a prescribed threshold value, transmits a wait instruction message for instructing the selected operator terminals to await the distribution of incoming calls to the selected operator terminals, and the operator terminals receive the wait instruction message and informs operators about the reception of the wait instruction message. COPYRIGHT: (C)2006,JPO&NCIPI
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