| 摘要 |
A support and information system is provided. The system includes a computer and a plurality of operators (20, 23, 24), each of the operators (20, 23, 24) being designated to receive queries (22, 27, 26) relating to one or more topics (21, 25, 29). A database (42) containing data indicating the one or more topics (21, 25, 29) for which each of the operators (20, 23, 24) is designated and how many queries (22, 27, 26) each of the operators (20, 23, 24) is answering (68) at any given time is accessible by the computer. Software executing on the computer receives a query which relates to a topic (28), examines the database to determine which of the operators (20, 23, 24) is designated to receive queries (22, 27, 26) relating to the topic (21, 25, 29) of the received query (22, 27, 26), examines the database to determine how many queries (22, 27, 26) each of the operators (20, 23, 24) so designated is answering at that time, and passes the received query (22, 27, 29) to the operator (20, 23, 24) so designated then answering the least queries (22, 27, 29).
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