| 摘要 |
The invention is based on classifying calls, which come to a call centre providing centralized switchboard services, into service classes, on the basis of both the A subscriber's network address and the B network address. After this, the call is provided with a switchboard service, either as a manual operator service, or as an automatic service exploiting speech recognition, according to the service class and the call centre's load. The invention permits the efficient use of switchboard operator resources, thus reducing the occurrence of queuing and service congestion in the call centre. At the same time, it is, however, possible with a relatively high probability to ensure the provision of a high-grade operator service for at least most of the calls that are defined as important. |
