CALL CENTER SYSTEM

PROBLEM TO BE SOLVED: To provide a call center system achieving flexible operation to change the order of receiving calls from an outside line. SOLUTION: The call center system comprises a plurality of operator terminals; and a call center server for receiving a plurality of incoming calls arrived via a telephone network, and allocating each of the incoming calls to any of the plurality of the operator terminals. The call center server, when one incoming call 1 cannot be allocated, the incoming call is held as a waiting call, with a waiting order applied thereto. When detecting an empty operator terminal among the plurality of the operator terminals, the server allocates the empty operator terminal to the waiting call preceding in its waiting order among the waiting calls, designates at least one among the waiting calls, and changes a waiting order of the designated waiting call in response to a change request supplied from the operator terminal. COPYRIGHT: (C)2008,JPO&INPIT