Patent ID: 10291779

Abstract:
An objective is to provide a call center system operable in accordance with various signaling specifications without causing an automatic call distributor to cope with the various signaling specifications. A call-originator terminal 101 includes a virtual call device 105 transmitting a different signal to a call center 100 from signaling. The call center 100 includes an automatic call distributor 118 selecting a terminal in a call-center-terminal group 102 upon receiving the signal from the virtual call device 105. In addition, the call-originator terminal 101 and the call center 100 include respective telecommunication-device control devices 107, 115, giving, to either one of the call-destination terminal 113 selected by the automatic call distributor 118 and the call-originator terminal 101, a telecommunication device ID of the other terminal, and causing the one terminal to start signaling for transmitting an actual call to the other terminal based on the telecommunication device ID.