JP2010219619A - Customer response system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a device and a method enabling all users to be evenly supported. <P>SOLUTION: A call dividing server 10 includes: an ACD processing section 111 for receiving incoming calls, and automatically dividing the calls into operator side telephone sets 30 capable of responding, out of a plurality of operator side telephone sets 30 equipped on a call center; an automatic responding section 112 for automatically responding to a newly received call if no operator side telephone set 30 is not busy; a telephone number specifying section 113 for specifying the telephone number of a transmission source of incoming calls; a counting section 114 for counting the number of incoming calls for each telephone number; a threshold value-determining section 115 for determining a threshold value on the basis of the number of calls and the number of operators each making a call with the operator side telephone set 30; and a priority changing section 116 for changing the priority of a call whose number of times is lower to be higher than that of a call whose number of times is higher on the basis of the threshold value. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a call distribution device and a call distribution method. Specifically, the present invention relates to a call distribution device and a call distribution method used for a customer response system in a call center.

  2. Description of the Related Art Conventionally, in call centers that specialize in telephone response work for users, a customer response system that automatically distributes telephone calls from users to operators who are not compatible with the users by CTI (Computer Telephony Integration) has been proposed. (For example, patent document 1). In the customer response system described in Patent Document 1, when all operators correspond to the user, the operator responds by automatically responding to the user who has made a new call until the operator becomes available. Do. Further, in the automatic response by the customer response system, the user can be made aware of the status of the call center by notifying the user of the expected time until the operator can respond.

Japanese Patent Application Laid-Open No. 2002-237892

  However, in the customer response system proposed in Patent Document 1, when an operator responds to a user who frequently calls the call center, there is a possibility that a user who rarely calls the call center may wait. In other words, when an operator responds to a user with a large number of inquiries, there is a possibility that the time for a user with a small number of inquiries to wait will be increased, and the fairness for users who should receive equivalent support is lost. there is a possibility.

  An object of the present invention is to provide an apparatus and a method in which all users can receive support fairly.

(1) accepting means for accepting an incoming call via a communication network;
Automatic distribution means for automatically allocating calls to available telephones among a plurality of telephones provided in the call center;
Telephone number specifying means for specifying the telephone number of the call originator;
Counting means for counting the number of calls of the incoming call for each telephone number;
When all of the plurality of telephones in the call center are answering, when a new call is accepted, the new call is put in a waiting state and a waiting time for storing a priority order in which automatic distribution by the automatic distribution means is performed is stored. State storage means;
Priority changing means for changing the priority of a call with a low number of calls higher than a call with a high number of calls based on a threshold;
Threshold determination means for determining the threshold based on the number of calls counted for each telephone number and the number of operators who are talking on the telephone;
Call distribution device with

  The call distribution device of (1) receives a call received via the communication network by the reception unit, and automatically distributes the call to a compatible telephone among a plurality of telephones provided in the call center by the automatic distribution unit. The telephone number identification means identifies the telephone number of the call originator, and the counting means counts the number of incoming calls for each telephone number. Then, when all of a plurality of telephones in the call center are being answered by the waiting state storage means, when a new call is accepted, the new call is placed in a waiting state, and automatic distribution by the automatic distribution means is performed. Remember priority. Then, the priority changing unit changes the priority of the call with a small number of calls based on the threshold to a higher priority than the call with the large number of calls, and the threshold determining unit makes a call with the number of calls counted for each telephone number and the telephone. A threshold is determined based on the number of operators to perform.

  According to the call distribution device described in (1), for a call in a waiting state, a call with a small number of calls can be changed to a higher priority than a call with a large number of calls. Therefore, a user who has made a call with a small number of calls is changed to have a higher priority than a user with a large number of calls, so that the waiting state becomes shorter than a user with a large number of calls. Therefore, a user who has a small number of calls is less likely to give up support due to the long wait state as a result of the shortened wait state, and the opportunity to receive support from the call center increases. Therefore, since the chance of receiving support increases even for users with a small number of calls, all users can receive support fairly.

  (2) The threshold value determination means extracts the number of calls of the operator in the descending order of the number of calls with respect to the call in the waiting state, and sets the value of the maximum number of calls among the extracted number of calls of the call to the threshold value. The call distribution device according to (1), wherein the call distribution device is determined as follows.

  (2) According to the call distribution device according to (2), the threshold determination means extracts the waiting calls for the number of operators in ascending order of the number of calls, and the largest number of calls for the extracted calls. The number of times is determined as a threshold value. By doing so, the threshold value can be dynamically changed according to the number of calls in a waiting state and the number of operators in the call center.

  (3) The priority changing means identifies a member type in the call center of the user who made the call based on the telephone number of the call originator, and sets the priority based on the threshold and the member type. The call distribution device according to (1) or (2), wherein the call distribution device is changed.

  According to the call distribution device described in (3), the priority order of the waiting call is changed based on the member type in the call center of the user who made the call. For this reason, for example, by increasing the priority of the fixed-rate member user in the membership type as compared to the priority order of the free support user, more reliable support is provided to the fixed-rate user who should originally receive support. be able to.

  (4) The priority changing means identifies a total call time in the call center of the user who made the call based on the telephone number of the call originator, and the priority based on the threshold and the total call time The call distribution device according to (1) or (2), wherein the rank is changed.

  According to the call distribution device described in (4), the priority order of the waiting call is changed based on the total call time in the call center of the user who made the call. For this reason, for example, by increasing the priority of a user with a short total call time compared to the priority of a user with a long total call time, it is more reliable for a user with a short total call time that receives little support. Can do support.

(5) accepting an incoming call via the communication network;
A step of automatically allocating calls to an available telephone among a plurality of telephones provided in the call center;
Identifying the telephone number from which the call originated;
Counting the number of calls of the incoming call for each telephone number;
When all of the plurality of telephones in the call center are in service, when a new call is accepted, the new call is put in a waiting state, and a priority order in which automatic distribution is performed by the automatic distribution step is stored. Steps,
Based on a threshold, changing the call with a lower number of calls to a higher priority than a call with a higher number of calls;
Determining the threshold based on the number of calls counted for each telephone number and the number of operators calling on the telephone;
Call distribution method with

  According to such a method, the same effect as in (1) can be expected by performing the method.

  According to the present invention, all users can receive support fairly.

1 is a diagram illustrating an overall configuration of a call center system 1 according to the present embodiment. It is a figure which shows waiting state management DB121 which concerns on this embodiment. It is a figure which shows waiting user DB122 which concerns on this embodiment. It is a figure which shows the hardware constitutions of the call distribution server 10 which concerns on this embodiment. 4 is a flowchart showing a processing flow when the call distribution server 10 receives a call via the communication network T in the call center system 1 according to the present embodiment. 4 is a flowchart showing a flow of processing relating to a call in which the call distribution server 10 is in a waiting state in the call center system 1 according to the present embodiment. 4 is a flowchart showing a flow of processing when the call distribution server 10 performs automatic distribution processing in the call center system 1 according to the present embodiment. 4 is a flowchart illustrating a processing flow when the call distribution server 10 determines a threshold value in the call center system 1 according to the present embodiment. In the call center system 1 which concerns on this embodiment, it is a flowchart which shows the flow of a process when the call distribution server 10 changes the priority of the call of a waiting state based on a threshold value.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings.

[overall structure]
FIG. 1 is a diagram showing an overall configuration of a call center system 1 according to the present embodiment.

  The call center system 1 includes a call distribution server 10, a plurality of operator-side terminals 20, and an operator-side telephone 30. In the call center system 1, an operator performs a call center operation using the operator side terminal 20 and the operator side telephone 30.

  Further, the call center system 1 can be connected by a call distribution server 10 to a communication network T such as a telephone network or an IP (Internet Protocol) network that provides a telephone service. A plurality of user-side telephones 40 are connected to the communication network T. When the call distribution server 10 receives an incoming call from the user-side telephone 40 via the communication network T, is there an operator-side telephone 30 that can be handled among a plurality of operator-side telephones provided in the call center system 1? judge. The call distribution server 10 automatically distributes calls received from the user-side telephone 40 to the available operator-side telephone 30 when there is an available operator-side telephone 30.

  For the call accepted by the call distribution server 10, the operator side terminal 20 receives user information corresponding to the call from the call distribution server 10. Then, the received user information is displayed on the display unit of the operator side terminal 20, so that the operator side telephone 30 provides business support for the operator who is responding. The operator-side telephone 30 performs automatic distribution of the call in response to the call distribution server 10 accepting the call. In addition, when all of the operator side telephones 30 provided in the call center system 1 have already responded to the call, and when the automatic allocation of the newly accepted call to the operator side telephone 30 cannot be performed, the call distribution is performed. The minute server 10 automatically responds to the newly accepted call, and puts the newly accepted call into a waiting state. Then, the call distribution server 10 stores a priority order in which automatic distribution to a call that is in a waiting state is performed, and manages the waiting call.

[Function configuration]
As shown in FIG. 1, the call distribution server 10 includes a control unit 110 and a storage unit 120.

  The storage unit 120 includes various programs (not shown) for functioning as the call distribution server 10, a program (not shown) for executing the functions of the present invention, a waiting state management database (hereinafter referred to as DB) 121, and The user DB 122 is stored.

  FIG. 2 is a diagram showing the waiting state management DB 121 according to the present embodiment. The waiting state management DB 121 is a DB that stores information on a call that is in a waiting state due to an incoming call when all of the plurality of operator side telephones 30 in the call center are answering. The waiting state management DB 121 includes a “priority order” field indicating the order in which automatic distribution is performed from the waiting state, a “caller telephone number” field indicating a telephone number corresponding to the call in the waiting state, and a caller telephone number. A “user ID” field indicating the user ID of the corresponding user and a “rank change flag” field indicating whether or not the priority of the waiting call has been changed by the priority changing unit 116 described later are included. Yes. The rank change flag takes one of two values “0” and “1”. “0” is a state where the priority is not changed, and “1” is a state where the priority is changed. In the waiting state management DB 121, when the ACD processing unit 111 (to be described later) receives a call received from the user-side telephone 40, the ACD processing unit 111 determines that there is no unsupported operator-side telephone 30. Information on the call is stored. In addition, when the operator-side telephone 30 becomes available and automatic distribution is performed by the ACD processing unit 111, information corresponding to the call stored in the waiting state management DB 121 is deleted.

  FIG. 3 is a diagram showing the user DB 122 according to the present embodiment. The user DB 122 is a DB that stores information on users who use the call center system 1. In the user DB 122, as user information, a “user ID” field that uniquely identifies the user, a “user name” field that indicates the name of the user, a “member type” field that indicates the member type of the user, A “phone number” field indicating a telephone number, a “call count” field indicating the number of times a user has called the call center so far, and a “total call time” field indicating an amount of time that the operator has responded to the user so far And are included. The member type defines the type of member of the user who uses the call center and is an element that affects the determination of the priority order. There are member types such as free support members, fixed-rate members, and special members. User information is stored in the user DB 122 when the user performs user registration. The user DB 122 stores user information by an operator who has responded via the operator-side telephone 30 when the user first calls the call center using the user-side telephone 40. Further, in the user DB 122, when the user places a call to the call center by the user side telephone 40, the “number of calls” field is updated by the counting unit 114 described later. The user DB 122 is referred to when a threshold value is determined by a threshold value determination unit 115 described later.

  Returning to FIG. 1, the control unit 110 is a part that comprehensively controls each function related to the call distribution server 10. As each function related to the present invention, an ACD (Automatic Call Distributor) processing unit 111, an automatic response, Unit 112, telephone number specifying unit 113, counting unit 114, threshold value determining unit 115, and priority changing unit 116.

  The ACD processing unit 111 receives a call received from the user telephone 40 via the communication network T. Then, the ACD processing unit 11 causes the telephone number specifying unit 113 to specify the telephone number of the accepted call, and acquires the telephone number. Then, the ACD processing unit 11 automatically distributes calls to the available operator-side telephones 30 among the plurality of operator-side telephones 30 provided in the call center. That is, the ACD processing unit 11 determines whether there is an operator-side telephone 30 that is not currently responding among the plurality of operator-side telephones 30. As a result of the determination, if there is an operator-side telephone 30 that is not responding, that is, a waiting operator-side telephone 30, the ACD processing unit 11 performs automatic call distribution to the operator-side telephone 30. When performing automatic distribution, the ACD processing unit 11 distributes the call to the operator-side telephone 30, acquires user information from the user DB 122, and transmits the user information to the operator-side terminal 20. As a result of the determination, if there is no operator-side telephone 30 that is not responding, the ACD processing unit 11 causes the automatic response unit 13 to perform an automatic response to the received call and waits for the received call in the wait state management DB 121. Remember me.

  The automatic answering unit 112 automatically responds to a call newly accepted by the ACD processing unit 11 when there is no operator-side telephone 30 that is not responding.

  The telephone number specifying unit 113 specifies the telephone number of the caller of a call received from the user telephone 40 received by the ACD processing unit 111 via the communication network T. When the telephone number identification unit 113 identifies the telephone number, the telephone number identification unit 113 passes the identified telephone number to the counting unit 114.

  The counting unit 114 counts the number of incoming calls for each telephone number. More specifically, the counting unit 114 refers to the waiting state management DB 121 in response to the call being distributed to the operator-side telephone 30 by the ACD processing unit 111, and acquires the telephone number corresponding to the call. Then, the counting unit 114 refers to the user DB 122 and updates the number of calls for the telephone number corresponding to the call by one.

  The threshold value determination unit 115 refers to the waiting state management DB 121 and determines a threshold value based on the number of calls and the number of operators who talk on the operator side telephone 30. Here, the threshold is a value used by the priority changing unit 116 to change the priority of a call in a waiting state. Specifically, the threshold value determination unit 115 refers to the waiting state management DB 121 and extracts calls that are in a waiting state and whose rank change flag is “0”. That is, the threshold value determination unit 115 extracts a call in a waiting state whose priority is not changed. Then, the number of calls related to the extracted call with reference to the user DB 122 is extracted, and calls corresponding to the number of operators in the call center are extracted in order from the call with the smallest number of calls. And the value of the largest number of calls among the number of calls related to the extracted calls is determined as a threshold value. By determining the threshold value in this way, the threshold value can be dynamically changed according to the number of calls in a waiting state and the number of call center operators.

  Based on the threshold value determined by the threshold value determination unit 115, the priority order changing unit 116 changes a call with a lower number of calls to a higher priority than a call with a higher number of calls. More specifically, the priority changing unit 116 refers to the waiting state management DB 121 and extracts a call in a waiting state whose priority is not changed. Then, the priority changing unit 116 changes the call corresponding to the user whose number of calls is smaller than the threshold to be higher than the call corresponding to the user whose number of calls is larger than the threshold.

  In the present embodiment, based on the threshold value determined by the threshold value determination unit 115, a call with a small number of calls is changed to have a higher priority than a call with a large number of calls, but the present invention is not limited to this. For example, the priority changing unit 116 may identify the member type of the user who made the call based on the telephone number of the call originator, and may change the priority order based on the threshold and the member type. More specifically, the priority changing unit 116 refers to the waiting state management DB 121 and extracts a call in a waiting state whose priority is not changed. Then, the priority order changing unit 116 refers to the user DB 122 and identifies the member type of the user corresponding to the waiting call. Then, the priority changing unit 116 performs a change to increase the priority of a user who has a call count smaller than the threshold and has a high priority such as a fixed-rate member and a special member. By doing so, the priority of fixed-rate members in the membership type is higher than the priority of users of free support, thereby providing more reliable support for fixed-rate users who should receive support. It can be performed.

  Alternatively, the priority changing unit 116 may identify the total call time at the call center of the user who made the call based on the telephone number of the call originator, and change the priority based on the threshold and the total call time. Good. More specifically, the priority changing unit 116 refers to the waiting state management DB 121 and extracts a call in a waiting state whose priority is not changed. Then, the priority changing unit 116 refers to the user DB 122 and acquires the total call time of the user corresponding to the waiting call. Then, the priority changing unit 116 changes the priority of a user whose number of calls is smaller than the threshold and who has a short total call time, to a higher priority. By doing this, by increasing the priority of users with a short total call time compared to the priority of users with a long total call time, for users with a short total call time receiving little support, Support can be provided more reliably.

[Hardware configuration]
FIG. 4 is a diagram illustrating a hardware configuration of the call distribution server 10. The server in which the present invention is implemented may be a standard server, and an example of the configuration is shown below.

  The call distribution server 10 includes a CPU 310 (a plurality of CPUs such as a CPU 320 may be added in a multiprocessor configuration), a bus line 490, a communication I / F (I / F: interface) 330, a main memory 340, a BIOS (Basic (Input Output System) 350, a display device 360, an I / O controller 370, an input device 380 such as a keyboard and a mouse, a hard disk 390, an optical disk drive 400, and a semiconductor memory 420. The hard disk 390, the optical disk drive 400, and the semiconductor memory 420 are collectively referred to as the storage unit 120.

  The CPU 310 (CPU 320) is a part that controls the call distribution server 10 in an integrated manner, and constitutes the control unit 110. The CPU 310 (CPU 320) implements various functions according to the present invention in cooperation with the above-described hardware by appropriately reading and executing various programs stored in the hard disk 390.

  The communication I / F 330 is a network adapter used when the call distribution server 10 performs communication with the user-side telephone 40 via the communication network T and communication with the operator-side terminal 20 via the call center network. It is.

  The main memory 340 temporarily stores data generated when the CPU 310 executes various programs. The BIOS 350 records a boot program executed by the CPU 310 when the call distribution server 10 is activated, a program depending on the hardware of the call distribution server 10, and the like.

  The display device 360 includes a display device such as a cathode ray tube display device (CRT) or a liquid crystal display device (LCD).

  The I / O controller 370 can be connected to a storage unit 120 that is a storage device such as the hard disk 390, the optical disk drive 400, and the semiconductor memory 420.

  The input device 380 accepts input by the administrator of the call distribution server 10.

  The hard disk 390 stores various programs for causing the hardware to function as the call distribution server 10, programs for executing the functions of the present invention, tables and records stored in the DB. Note that the call distribution server 10 can also use an external hard disk (not shown) as an external storage device.

  As the optical disk drive 400, for example, a DVD-ROM drive, a CD-ROM drive, a DVD-RAM drive, a Blu-ray Disc (registered trademark) drive, or the like can be used. In this case, the optical disk 410 corresponding to each drive is used. A program or data may be read from the optical disk 410 by the optical disk drive 400 and provided to the main memory 340 or the hard disk 390 via the I / O controller 370.

  Note that the computer in the present invention refers to an information processing device including a storage device, a control unit, and the like, and the call distribution server 10 includes an information processing device including a control unit 110, a storage unit 120, and the like. This information processing apparatus is included in the concept of the computer of the present invention.

[flowchart]
FIG. 5 is a flowchart showing a processing flow when the call distribution server 10 receives a call via the communication network T in the call center system 1 according to the present embodiment.

  In step S <b> 11, the control unit 110 (ACD processing unit 111) accepts an incoming call from the user-side telephone 40. In step S <b> 12, the control unit 110 (telephone number specifying unit 113) specifies a telephone number for a call received from the user-side telephone 40 accepted by the ACD processing unit 111 via the communication network T.

  In step S13, the control unit 110 (ACD processing unit 111) determines whether or not there is a waiting operator-side telephone 30. If the determination result is YES, the process proceeds to step S14, and if the determination result is NO, the process proceeds to step S15. In step S14, automatic distribution processing is executed. In the automatic distribution process, the call is distributed to the waiting operator side telephone 30. The automatic distribution process will be described in detail with reference to FIG. When this process ends, the call process ends.

  In step S15, control unit 110 (automatic response unit 112) makes an automatic response to the call accepted in step S11. That is, the control unit 110 (automatic response unit 112) responds by the automatic response unit 112 responding automatically because all of the operator side telephones 30 are responding to calls from other users. In step S16, the control unit 110 (ACD processing unit 111) stores the call received in step S11 in the waiting state management DB 121.

  FIG. 6 is a flowchart showing a flow of processing related to a call in which the call distribution server 10 is in a waiting state in the call center system 1 according to the present embodiment. This process is executed when a call is stored in the waiting state management DB 121, that is, when there is a waiting call.

  In step S <b> 21, the control unit 110 (ACD processing unit 111) refers to the waiting state management DB 121 and acquires call information. More specifically, the control unit 110 (ACD processing unit 111) refers to the waiting state management DB 121 and acquires information on a call with the highest priority.

In step S22, the control unit 110 (ACD processing unit 111) determines whether there is a waiting operator-side telephone 30. If the determination result is YES, the process proceeds to step S23, and if the determination result is NO, step S22 is executed again.
In step S23, automatic distribution processing is executed.

  In step S24, control unit 110 (counting unit 114) adds the number of user calls corresponding to the call distributed in step S23. More specifically, the control unit 110 (counting unit 114) refers to the user DB 122 and performs an update by adding 1 to the number of user calls corresponding to the call distributed to the operator telephone 30 in step S23. .

  In step S <b> 25, the control unit 110 (ACD processing unit 111) deletes information related to the call acquired in step S <b> 21, i.e., the call for which automatic distribution processing has been performed, from the waiting state management DB 121.

  FIG. 7 is a flowchart showing the flow of processing when the call distribution server 10 performs automatic distribution processing in the call center system 1 according to the present embodiment.

  In step S31, the control unit 110 (ACD processing unit 111) distributes the call to the waiting operator-side telephone 30. In step S <b> 32, the operator of the operator side telephone 30 performs the assigned call.

  In step S33, the control unit 110 (ACD processing unit 111) refers to the user DB 122 and obtains user information corresponding to the telephone number of the call. In step S34, the control unit 110 (ACD processing unit 111) transmits the user information acquired in step S33 to the operator side terminal 20.

  In step S35, the operator side terminal 20 receives the user information transmitted in step S34. In step S36, the operator side terminal 20 displays the user information received in step S35.

  FIG. 8 is a flowchart showing a processing flow when the call distribution server 10 determines a threshold value in the call center system 1 according to the present embodiment.

  In step S41, the control unit 110 (threshold value determination unit 115) refers to the waiting state management DB 121 and acquires a user ID corresponding to a call whose priority has not been changed. Then, the number of calls corresponding to the acquired user ID is extracted with reference to the user DB 122.

  In step S42, the control unit 110 (threshold determination unit 115) extracts the user ID and the number of calls of the call acquired in step S41 by the number of operators.

  In step S43, a threshold is determined based on the user ID of the call extracted in step S42 and the number of calls. That is, the number of calls having the largest value among the extracted user ID and number of calls is determined as a threshold.

  FIG. 9 is a flowchart showing the flow of processing when the call distribution server 10 changes the priority of a waiting call based on a threshold in the call center system 1 according to the present embodiment.

  In step S51, the control unit 110 (priority change unit 116) refers to the wait state management DB 121 to call a call whose rank change flag is “0”, that is, a call in a wait state whose priority is not changed. Extract.

  In step S52, the control unit 110 (priority change unit 116) sets a call corresponding to a user whose number of calls is smaller than the threshold value determined by the threshold value determination unit 115 for the call extracted in step S51 as a threshold value. A change is made to make the priority higher than the call corresponding to the user who has a larger number of calls.

  As mentioned above, although embodiment of this invention was described, this invention is not restricted to embodiment mentioned above. The effects described in the embodiments of the present invention are only the most preferable effects resulting from the present invention, and the effects of the present invention are limited to those described in the embodiments of the present invention. is not.

DESCRIPTION OF SYMBOLS 1 Call center system 10 Call distribution server 20 Operator side terminal 30 Operator side telephone 40 User side telephone 110 Control part 111 ACD processing part 112 Automatic response part 113 Telephone number identification part 114 Counting part 115 Threshold determination part 116 Priority change part 120 Storage Part 121 Wait state management DB
122 User DB

Claims (5)

An accepting means for accepting an incoming call via a communication network;
Automatic distribution means for automatically allocating calls to available telephones among a plurality of telephones provided in the call center;
Telephone number specifying means for specifying the telephone number of the call originator;
Counting means for counting the number of calls of the incoming call for each telephone number;
When all of the plurality of telephones in the call center are in service, when a new call is accepted, the new call is put in a waiting state and a waiting time for storing a priority order in which automatic distribution by the automatic distribution means is performed is stored. State storage means;
Priority changing means for changing the priority of a call with a low number of calls higher than a call with a high number of calls based on a threshold;
Threshold determination means for determining the threshold based on the number of calls counted for each telephone number and the number of operators who are talking on the telephone;
Call distribution device with   The threshold value determination means extracts the number of calls for the waiting call for the number of operators in ascending order, and determines the largest call frequency value among the extracted call frequency values as the threshold value. The call distribution device according to claim 1.   The priority changing means specifies a member type in the call center of a user who has made the call based on the telephone number of the call originator, and changes the priority based on the threshold and the member type. The call distribution device according to claim 1 or 2.   The priority changing means specifies a total call time in the call center of a user who has made the call based on the telephone number of the call originator, and changes the priority based on the threshold and the total call time The call distribution device according to claim 1 or 2, characterized in that: Accepting an incoming call via a communication network;
A step of automatically allocating calls to an available telephone among a plurality of telephones provided in the call center;
Identifying the telephone number from which the call originated;
Counting the number of calls of the incoming call for each telephone number;
When all of the plurality of telephones in the call center are in service, when a new call is accepted, the new call is put in a waiting state, and a priority order in which automatic distribution is performed by the automatic distribution step is stored. Steps,
Based on a threshold, changing the call with a lower number of calls to a higher priority than a call with a higher number of calls;
Determining the threshold based on the number of calls counted for each telephone number and the number of operators calling on the telephone;
Call distribution method with

Images