INCOMING CALL CONTROL APPARATUS AND ITS METHOD

PROBLEM TO BE SOLVED: To provide an incoming call control apparatus that allows a call center system or the like to cope with a specific call such as an incoming call from an important customer without a waiting time or in a minimum waiting time while efficiently operating a reception terminal resource and an operator man-power. SOLUTION: The incoming call control apparatus is provided with a reception terminal setting means 53A for a specific incoming call that can set optional m-sets of idle reception terminals among n-sets of reception terminals 41-1-41-n (n, m are natural numbers and n>m) as specific incoming call reception terminals to reply a specific incoming call, with an incoming call identification means 71 that identifies whether or not an incoming call is the specific incoming call, and an incoming call control means 53B that allows the incoming call to reach the specific incoming call reception terminal when the incoming call identification means 71 identifies that the incoming call is a specific incoming call.