METHOD FOR SYSTEMATICALLY PROMOTING CALL TO CALL PROCESSING CENTER AND PROCESSING SYSTEM FOR ARRIVAL CALL TO CALL PROCESSING CENTER

摘要

PROBLEM TO BE SOLVED: To suite hardware resources to the limitation of a call processing center so as to efficiently use them by utilizing the discrimination of system resource request of a call as one factor of a previously specified strategy. SOLUTION: An automatic call distribution(ACD) system 24 is provided on a data network laid for voice communication such as a telecommunicable local area network(LAN) 25. A router 26 provides a routing function for telecommunicable respective first, second and third computers 30, 32 and 34 on a second LAN 28. Thus, when using a tariff as the factor of a call promotion strategy, the call tariffs of respective arrival ACD calls are calculated. Then, a network band width request and a router resource request are found for each ACD call. Thus, an ACD manager performs the promotion of calls in an ACD queue 14.