Patent ID: 6122358
Filing Date: 2000-09-19
Classification: H04M

Abstract:
An operator connection control method in a communication system including a communication apparatus and a plurality of operator terminals under the control of the communication apparatus wherein the communication apparatus connects a caller to one of the operator terminals at the time of an incoming call and allowing an operator to make a prescribed response to the caller using the operator terminal, comprising the steps of:internally providing a network with a terminal management unit for executing operator connection control when the communication apparatus is busy;pre-registering, in the terminal management unit, a list of communication apparatuses capable of receiving call-busy service and a list of external operator terminals used by external operators, these terminals being connected to the network externally of the communication apparatus;determining whether a communication apparatus is busy when there is an incoming call to the communication apparatus and whether the communication apparatus has been registered in the list as an apparatus capable of receiving the call-busy service;storing, by the terminal management unit, a telephone number of a caller in a case where the communication apparatus is busy and the communication apparatus has been registered in the list; andsubsequently having the terminal management unit call the external operator terminals periodically and, when an external operator terminal responds, call the caller and connect the caller to this external operator terminal.