| 摘要 |
PROBLEM TO BE SOLVED: To allocate a plurality of call types processed by an automatic call distributor to a plurality of agents by allocation a received call of a 1st call type to one agent between the plurality of agents, on the basis of the average speech communication time of the decided agent. SOLUTION: When a call arrives, one agent is selected by a central processing unit(CPU) 22 of an automatic call distributor(ACD) 18. When the agent 28 (33) is selected, the CPU 22 instructs a switch 20 to form connection between an incoming trunk from a PSTN 16 and the selected agent 28 (32). In such a case, an average speech communication time corresponding to a 1st call type is found among a plurality of call types in each of the agents 28 and 33, and the 1st call type is received. Then, the received call of the 1st call type is allocated to one agent 28 (33) between the plurality of agents 28 and 33, on the basis of the average speech communication time found in each of the agent 28 and 33.
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