Patent ID: 6721417
Filing Date: 2004-04-13
Classification: H04M

Abstract:
A method of controlling network automatic call distribution at each of a plurality of stations, having the function of executing the waiting control of an incoming call and the function of executing the distribution control to another of said stations of the incoming call, including information to classify respondents to business classes, and implemented by a call center system which is constructed by connecting each station through a network, comprising the steps of:storing at the station information relating a plurality of incoming call control conditions and a plurality of waiting control determination conditions to each business class respectively; attaching call history information for indicating the state of waiting control and state of transfer of the incoming call, to the incoming call to be transferred for each business class between said stations; transferring the incoming call and the attached call history information to another station; and executing the waiting control and distribution control of the incoming call at the station where said incoming call is received based on the call history information, including a business class of a caller, attached to the incoming call.