| 摘要 |
The time spent by callers waiting in a queue to speak to an operator are monitored, and in the event of a certain time limit being exceeded, the centre alerts operators based at one or more remote locations to log on to their terminals to provide temporary relief. A telephone operator centre (7) is linked by communication channels to a number of telephone operators (8-12) working at one or more remote locations. The centre includes a call queue register (3) for placing incoming calls requiring assistance into a queue, a device (4) for monitoring the time spent by the callers waiting in the queue, a memory (2) containing a list of all the available telephone operators, and a signalling device (6) for alerting telephone operators of the fact that they need to log onto their terminals whenever the queue monitoring device detects that the time spent by callers in the queue exceeds a pre-determined limit. Independent claims are also included for (a) a centre identical to the one above, but also containing a control unit (1) for activating the signalling device, (b) a telephone exchange linked to one of these centres, and (c) a method for providing operator assistance to callers using these centres. |
