| 摘要 |
PROBLEM TO BE SOLVED: To provide a call center system that can secure customer information of an incoming call arrived in an exchange even when an automatic call distributor is out of order. SOLUTION: The call center system is provided with an exchange 1 that receives incoming calls from external line phones, active and standby automatic call distributors 4, 5 that give instruction on connection destinations of the incoming calls, an operator unit 6 connected to both the automatic call distributors, and a guidance voice unit 3 that provides a waiting guidance to incoming calls caused for a switching period from the active automatic call distributor to the standby automatic call distributor. A data share unit 13 that shares and manages information associated with automatic call distribution is placed between the automatic call distributors 4, 5.
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