INCOMING CALL DISTRIBUTION SYSTEM

摘要

PROBLEM TO BE SOLVED: To restrict an incoming call of a specific communication type by setting temporal call reception reject on request of an operator in a call center system that can control automatic call distribution(ACD). SOLUTION: If customers 1, 2 request an access to an operator by an electronic mail and a phone call, a CTI server (server management device) 4 manages information sets, and they are registered in a queue 5 according to the priority of them. When the operator A is reception available, the CTI server 4 distributes a call of the customer 1 at a top in the queue 5. However, since the operator A sets rejection of receiving an electronic mail, the call cannot be distributed. Then the CTI server 4 keeps the call of the customer 1 awaiting and connects a call (telephone line) of the customer 2 that has the 2nd priority and can be distributed to the operator A. The call of the customer 1 is awaited in the queue 5, until the operator releases the setting of electronic mail reception rejection or until the reception of an operator B which is not set for rejection is available.