| 摘要 |
PROBLEM TO BE SOLVED: To secure talents of excellent operators and a call center floor for a call center, whose scale is continuously increasing by handling voice and data communication simultaneously through the use of a public network and providing required functions for the call center to a home agent client. SOLUTION: This system is provided with a home agent client 90, where remote reception processing for a call center 100 is operated by an AWP 31, which is a multi-function telephone software program on a browser via the Internet through an ISP 6 (provider) interconnecting a public network 1 and the Internet 2, a connection means that connects a telephone set 5 and the home agent client 90 via an ACD (telephone exchange) system 10 on the basis of a reception request call from the telephone set 5 to the call center 100, and a conversion means that applies two-way data conversion from voice information and control information accompanied by voice information into IP packets or vice versa. |
