STRUCTURE OF AUTOMATIC CALL QUEUING AND DISTRIBUTION AND QUEUING METHOD THEREOF

摘要

PURPOSE: An automatic call ready and distribution structure and a designing method thereof are provided to design queues to distribute incoming calls having various characteristics to various call distribution groups. CONSTITUTION: Inquiry calls(200) are transferred to an ACD(Automatic Call Distribution) process(102) through an EMF(External event Management Function). A generic inquiry call service(210) accepts the inquiry calls(200) and distributes them to a generic inquiry call standby queue(211) according to the calling numbers and called numbers of the inquiry calls(200). The generic inquiry call standby queue(211) is composed of the first generic inquiry call standby queue(212) and the second generic inquiry call standby queue(213). The generic inquiry call standby queue(211) executes a function to hold the inquiry calls until they are connected with telephone operators. A group transfer call service(220) accepts group transfer calls and distributes them to a group transfer call standby queue(221) connected to a relevant telephone operator group. The group transfer call standby queue(221) is composed of the first group transfer call standby queue(222), the second group transfer call standby queue(223), and the third group transfer call standby queue(224). The group transfer call standby queue(221) executes a function to hold the group transfer calls until they are connected with telephone operators. Each group transfer call standby queue(222-224) is composed of the first operator standby queue(242) and the second operator standby queue(243). A supervisor standby queue(251) is composed of the first supervisor standby queue(251), the second supervisor standby queue(252), and the third supervisor standby queue(254). The supervisor standby queue(251) executes a function to hold the supervisor of each operator group until the supervisor is connected to a telephone operator and an inquiry call.