Abstract: A system for scheduling resources and rules for routing includes a server connected to a network, a scheduling application executable from the server, and at least one programmable software agent for scheduling routing rules. The scheduling application receives statistics about forecast arrival rates for incoming interactions and current resource availability data and schedules resources and routing rules according to the forecast requirements the software agent propagating the portion of scheduling relative to the routing rules.

Abstract: A method is provided for the production of accurate waiting time estimates based on at least one of (i) a queue arrival rate and (ii) estimated queue length. In a first embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue arrival rate. In a second embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue length estimate. The queue length estimate is a prediction of the size of the queue at a given time instant.

Abstract: A web-based hosted solution (a managed service or system) through which business entities create and manage communications campaigns, such as interactive campaigns that afford target recipients an opportunity to be connected to a call center. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons (on the service side) do not impair the connections that are being established and maintained to the agents. The managed service carries out a communications campaign on behalf of a client.

Abstract: A web-based hosted solution (a managed service or system) through which business entities create and manage communications campaigns, such as interactive campaigns that afford target recipients an opportunity to be connected to a call center. To reduce latency of customer-to-agent connections, the system implements an agent stay-on-line function by which a persistent telephony connection is established and maintained between the system infrastructure and an available agent. In this manner, the agent may handle multiple customers while avoiding an ACD hold queue. In addition, preferably a service-side hold queue also is established and maintained on the service-side of the infrastructure. This hold queue maintains calls that are waiting to be connected to available agents. It ensures that any customer abandons (on the service side) do not impair the connections that are being established and maintained to the agents. The managed service carries out a communications campaign on behalf of a client.

Abstract: A method and apparatus for optimizing layered service routing of a call center is provided. The method includes setting a level parameter threshold for each level group in a call queue, determining a compared call from the tail of the call queue when a new call arrives; inserting the new call after the compared call if a current level parameter of the compared call is larger than or equal to a level parameter threshold of a level group where the compared call belongs when the level of the new call is higher than the level of the compared call, and routing calls from the head of the call queue.

Abstract: Systems and methods for managing calls, both inbound and outbound, for available agents over a plurality of lines, where each call received or placed is pre-identified to be connected to one specific agent and upon the automatic detection of the call being received or answered, the call is either connected to the specific agent or placed in a queue for that specific agent.

Abstract: Systems and methods for managing calls, both inbound and outbound, for available agents over a plurality of lines, where each call received or placed is pre-identified to be connected to one specific agent and upon the automatic detection of the call being received or answered, the call is either connected to the specific agent or placed in a queue for that specific agent.

Abstract: A queue interface system and method for queuing voice calls for use with a communication system having queues includes a queue selector allowing a user to select a queue from a list of queues on a display. In an embodiment, one or more of the queues on the list of queues is a service agent queue. Further, the queue interface system includes an expected wait time component for displaying an expected wait time for a customer for the selected queue. The system also includes a call options selector providing a hold option and a call option. The hold option places a call in the selected queue and the call option causes a call to occur. In an embodiment, the call option further includes assigning a placeholder for a customer in the selected queue and causing a call to the customer to occur after the expected wait time.

Abstract: The problem of an automated telephony system having only a single way to measure a caller's difficulty in processing a transaction when using the system is solved by selecting from at least two thresholds for measuring the caller's difficulty. Having a choice of alternative thresholds to measure the caller's difficulty, referred to as inefficiency thresholds, allows for a more responsive approach to managing an automated telephony system. This choice of inefficiency thresholds overcomes multiple problems of systems only using one inefficiency threshold, such as: (1) transferring a call to a live agent to quickly, (2) transferring a call to a live agent to slowly, and (3) giving a caller a feeling that the automated telephony system is unresponsive to his or her needs. Having multiple inefficiency thresholds from which to choose allows for a more dynamic response to a diverse audience of callers and to different needs of a single caller during the various parts of a call.

Abstract: A method for managing calls includes allocating a plurality of agents among a plurality of queues, receiving a plurality of calls each for connection with at least one of the plurality of agents, and assigning each of the plurality of calls to a queue of the plurality of queues. The method further includes monitoring a dynamic value profile for each of the plurality of queues. The dynamic value profile for a queue is calculated based on one or more financial attributes of the current calls in the queue. The method includes determining that the dynamic value profile for a first queue is greater than the dynamic value profile for a second queue. In addition, the method comprises reallocating one or more of the plurality of agents, among the plurality of queues in response to determining that the dynamic value profile for the first queue is greater than the dynamic value profile for the second queue.

Abstract: A system and method are provided for reducing the wait time for a caller waiting to speak with an agent in an automatic call distribution system. The system and method receive a call from a caller, and receive an indication that the caller is to speak with one of a plurality of agents. The system and method inform the caller of a delay before the caller can speak to one of the plurality of agents and offers the caller an opportunity to establish a reservation to call back at a particular time. The system and method receive an indication that the caller would like to accept the reservation. The system and method provide the caller with a reservation code, and inform the caller to call back at the particular time.

Abstract: The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.

Abstract: A contact originator is given a choice to enqueue the contact in multiple contact queues, to serve multiple needs or interests of the originator. If the contact reaches the head of the queue for the primary need while the contact is being serviced from a queue for a secondary need, the contact either remains at the head of the primary-need queue until the servicing at the secondary-need queue is completed, or a resource of the primary-need queue is conferenced in with the contact and the resource of the secondary-need queue so that the resources can serve both needs simultaneously.

Abstract: Methods and apparatus are provided for dynamically reallocating a preferred request in one or more specific queues to one or more generic queues. A preferred request in a specific queue can be reallocated to another queue. A specific queue is monitored to determine if a service level target will be satisfied. Thereafter, the preferred request is dynamically reallocated to another queue if the service level target will not be satisfied. The specific queue may be one of a plurality of queues, each having an assigned service level target. A performance level of the specific queue can be evaluated relative to the service level target. For example, the service level target can be a predicted wait time.

Abstract: A system and method for servicing a caller at a contact center includes providing self-service menu options to the caller through an automated system, and determining a total time spent by the caller in the automated system. If the caller's attempts at self-service are unsuccessful, the caller is transferred out of the automated system and into a position of a wait queue, the position of the caller in the wait queue being determined based on a credit for the total time spent by the caller in the automated system. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract: A system for providing caller interaction within a queue. In response to receiving a call, it is determined whether a wait time exists before a caller is connected to a customer service representative. In response to determining that the wait time exists, it is determined whether the caller is interested in an interaction. In response to determining that the caller is interested in the interaction, a profile associated with the caller is loaded. In response to detecting a connection with an interactive system, interactive options are loaded from the interactive system and presented to the caller based on the profile. In response to receiving a selection from the interactive options, it is determined whether the selection includes a group interaction. In response to determining that the selection includes the group interaction, the group interaction is loaded based on the profile. Then, the caller is entered into the group interaction.

Abstract: An architecture that is operable to predict when a selected work item will be serviced in a contact center 100 includes a service time predictor 260 operable to (a) select a plurality of successive time intervals, each of the plurality of time intervals recurring cyclically over a period of time; (b) determine a number of work items likely to be serviced during each of the plurality of time intervals; (c) select an enqueued work item waiting to be serviced, the enqueued work item having a corresponding queue position; and (d) predict a time interval of the plurality of time intervals in which the selected work item will be serviced by comparing the queue position of the selected work item with the number of work items likely to be serviced in at least some of the time intervals.

Abstract: A one-to-multitude group communication method and group communication system enabling a user of each communication terminal to predict transmission permission and a communication terminal used in this one-to-multitude group communication system, where when a communication terminal requests the transmission permission from a communication management system, the information concerning communication terminals waiting for transmission permission in the communication system is provided from the communication management system to all communication terminals and this information is displayed on a display part of each communication terminal. Due to this, each communication terminal can determine communication terminals waiting for the transmission permission in the communication system, therefore, even if transmission is not permitted at a point of time when it issues the request, it can predict how long it must wait for obtaining the transmission permission.

Abstract: Provided are methods and systems associated with interactive voice response (“IVR”) systems that control the amount of time a user interacts with the system. According to the invention, an IVR system utilizes a timer or series of timers to determine how long a user has been interacting with the IVR system. When threshold events occur, the IVR system will analyze the status of the call and may switch the user to a predefined destination, such as to an operator queue, directly to a live operator, or to another designated navigation point in the IVR navigation structure. In this manner increasing the efficiency of manner in which the IVR system interacts with a caller.

Abstract: A system for optimizing response time to events or representations thereof waiting in a queue has a first server having access to the queue; a software application running on the first server; and a second server accessible from the first server, the second server containing rules governing the optimization. In a preferred embodiment, the software application at least periodically accesses the queue and parses certain ones of events or tokens in the queue and compares the parsed results against rules accessed from the second server in order to determine a measure of disposal time for each parsed event wherein if the determined measure is sufficiently low for one or more of the parsed events, those one or more events are modified to a reflect a higher priority state than originally assigned enabling faster treatment of those events resulting in relief from those events to the queue system load.

Abstract: A telecommunications terminal is disclosed that is capable of displaying information about calls that are on hold or queued for delivery at a data-processing system, wherein the calls are to be delivered the terminal itself. The terminal displays characteristics of each call, such as: (i) the caller's name, (ii) the calling number, (iii) the subject of the call, (iv) the urgency of the call, (v) the holding time of the call, and (vi) a telecommunications address of a messaging resource (such as email) associated with the call. The user (e.g., an off-premises representative, etc.) of the telecommunications terminal in the illustrative embodiment, in contrast with some terminals in the prior art, has the ability to remotely reorder or otherwise dispose the calls based on one or more of the call characteristics.

Abstract: A method and system for identifying an off-schedule software agent operating in a computer system is disclosed. When a software agent enters a queue a start time is associated with the agent. A queue threshold is established for the agent, wherein the queue threshold indicates the maximum length of time that an agent should be in the queue. A clock time is compared to the start time and if the result exceeds the threshold, the agent is flagged as being a late agent. The computer system may then address the late agent by, for example, changing an operating priority associated with the agent, increasing the threshold, removing the agent from the queue, or by notifying other agents relying on the flagged agent.

Abstract: A method, apparatus and computer program product for performing predictive dialing is presented. A probability of contact for each customer of a plurality of customers for a predetermined period of time is determined. A number of agents available during the predetermined period of time are also determined. A selection is then made regarding which customers to call based on the number of agents available during the time period and the probability of contact for each of the plurality of customers for a predetermined period of time. The number of calls are then placed to the selected customers.

Abstract: An outbound-operation support apparatus extracts a set of materials corresponding to received contents of an operation from a material database (DB) and extracts a theme and a knowledge-level value having a success rate larger than a predetermined threshold value from a value DB. Thereafter, a set of customer identifications corresponding to each of the extracted themes and the knowledge-level values is extracted from another value DB, and customer information corresponding to each of the customer identifications is extracted from a customer DB. The extracted material and the customer information are associated with each another and transmitted to an outbound agent terminal.

Abstract: An accessory device for a plurality of servers, the servers allocating client primary resource requests to primary resources, each server having a primary queue, the device including: a controller; a plurality of server communication links adapted to communicate with a respective server and to intercept client primary resource requests in response to the controller; an auxiliary queue, the device storing the intercepted requests in the auxiliary queue in response to the controller; and a secondary resource communication link adapted to communicate with at least one secondary resource. The device allocates secondary resource requests to at least one secondary resource in response to the controller. The device routes the intercepted requests to a selected server via at least one of the server communication links in response to a desired condition.

Abstract: The present invention is directed to balancing resource loads. In particular, the present invention is directed to assigning work to service locations having the greatest probability of servicing the work within a target time. Because an average wait time is not necessarily equal to a probability of servicing work within a target time, the present invention is useful in meeting service target goals. Because the present invention operates by comparing the probability of a defined set of service locations to one another, absolute probabilities need not be calculated. Instead, relative probabilities may be used in assigning work.

Abstract: Provided are methods and systems associated with interactive voice response (“IVR”) systems that control the amount of time a user interacts with the system. According to the invention, an IVR system utilizes a timer or series of timers to determine how long a user has been interacting with the IVR system. When threshold events occur, the IVR system will analyze the status of the call and may switch the user to a predefined destination, such as to an operator queue, directly to a live operator, or to another designated navigation point in the IVR navigation structure. In this manner increasing the efficiency of manner in which the IVR system interacts with a caller.

Abstract: The present invention discloses an online service system capable of predicting waiting time. The service system serves the users through a queuing mode and an electronic whiteboard mode. The queuing mode comprises a queuing-user counting unit for counting number of the user entering the queuing mode, a service channel counting unit for counting number of the service channels providing service, and a waiting-time prediction unit for predicting and showing the waiting time to the queuing users. Alternatively, the queuing users can search for related information from the database through a search engine. Once the service channel is available, the queuing user can exit from the queuing mode and request for service through the electronic whiteboard mode by transmitting audio/video, picture and character data. The present invention may further provide a performance evaluation mode for the system manager's reference.

Abstract: A method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue. The method includes monitoring the time that each of the plurality of calls has spent in the queue and determining that a first agent is available to receive a call. The method also includes determining, for a first call that has spent the most time in the queue, a first amount of time that the first call has spent in the queue and determining whether the first amount of time has exceeded a service level time. The method includes, if the first amount of time has not exceeded the service level time, distributing the first call to the first agent.

Abstract: The invention is directed to a system for distributing contacts to a plurality of resources in a contact center, comprising at least one resource 104 for serving contacts 114; at least a first set 110 of contacts 114 awaiting service by the at least one resource 104, wherein each of the contacts in the first set 110 of contacts 114 has a corresponding state 140; and a selection agent 132 operable to assign a resource 104 to serve the contact 114 when a contact in the first set 110 of contacts has a first state and not assign the resource 104 to serve the contact 114 when a contact 114 in the first set of contacts 110 has a second state that is different from the first state. A state monitor 128 can be used to change the state of a contact between the first and second states.

Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller of a plurality of callers in a queue, and routing the caller from the queue out of queue order. For example, a caller that is not at the top of the queue may be routed from the queue based on the identified caller data, out of order with respect to the queue order. The caller may be routed to another queue of callers, a pool of callers, or an agent based on the identified caller data, where the caller data may include one or both of demographic and psychographic data. The caller may be routed from the queue based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Abstract: In a computer controlled call answering system, if no agent is available to respond to an incoming call, a caller is provided with a form to complete during the waiting time. Forms of varying complexity may be stored and relayed to the caller depending on the anticipated waiting time. Additionally or alternatively, further forms having additional fields may be sent to the caller if the agent is not available following completion of a first form.

Abstract: Systems and methods are described for multiple leg call processing, in which the timing of a plurality of outgoing call legs is determined according to a plurality of parameters in order to achieve near simultaneous notification of a group of member directory numbers. The parameters can include static information obtained from a network database such as end user device technology type, call forwarding disposition, answering machine or voicemail service, geographic distance to the member directory number, and/or signaling type and carrier or other local information. Actual setup times may be measured for use in determining the timing of the outgoing call leg processing, which may be used alone or in combination with the local and static information parameters to determine the outgoing call schedule for routing the call to multiple member directory numbers.

Abstract: Provided are methods and systems associated with interactive voice response (“IVR”) systems that control the amount of time a user interacts with the system. According to the invention, an IVR system utilizes a timer or series of timers to determine how long a user has been interacting with the IVR system. When threshold events occur, the IVR system will analyze the status of the call and may switch the user to a predefined destination, such as to an operator queue, directly to a live operator, or to another designated navigation point in the IVR navigation structure. In this manner increasing the efficiency of manner in which the IVR system interacts with a caller.

Abstract: A method and a Virtual Queuing Support System (VQSS) for optimizing end-user service for clients waiting for a service request to be responded and who are registered in various virtual queues of the VQSS. End-users register in a virtual queue of the VQSS, which monitors the status of the queues and the status of the service agents. When a parameter such as the number of users in a queue or the expected waiting time exceeds a pre-set threshold, the VQSS reassigns end-users from the problematic queue, and/or re-assigns service agents from other queues to the problematic queue. The VQSS comprises a memory storing the virtual queues, and a processor for managing the virtual queues.

Abstract: A communication system has a plurality of user terminals, operable by a corresponding pourality of users, connecting means, a “personal assistant” server and a “personal assistant” terminal. The “personal assistant” terminal is connected to the “personal assistant” server and operated by a human “personal assistant”. Any of the users, using his(her) user terminal, can contact (call) the human assistant, via the personal assistant terminal, to obtain information and/or other services. The server is connected to a user database which contains user data for all the users, with that data containing user-specific data and settings. The server, on detecting a call from any one of the user terminals to the personal assistant terminal, accesses the user data form the database and associated with the calling user. That data is provided to the personal assistant terminal.

Abstract: Methods and systems are disclosed for enabling a dynamic hospitality contact center (DHCC) that leverages the assets of a hospitality center's communications systems including internal telecommunications networks, information systems, data networks, and applications, of public telecommunications networks, of public data networks, and/or of various communications devices to facilitate improved access, sharing, notification, and/or management of incoming calls and associated data.

Abstract: The present invention provides for efficient monitoring of operator services calls. A packet gateway is provided in association with a telephony switch, such that circuit-switched connections through a switching fabric of the telephony switch are supported by the packet gateway. The packet gateway provides an interface between the switching fabric and a packet network, which supports operator terminals as well as monitor terminals from which interactions between operators and callers may be monitored. Upon setting up the circuit-switched connection for the operator services call, the gateway will establish voice sessions with both the operator terminal and the monitor terminal. The voice sessions with the operator terminal facilitate bi-directional communications with the caller via the circuit-switched connection over the packet fabric. The voice interaction between the caller and operator is provided to the monitor terminal over another voice session for monitoring by the monitor.

Abstract: A method and system for dynamic queuing utilizes a SIP messaging structure within a call center's architecture for interacting with a caller. The method and system can be used for ACD services developed for IP telephony using SIP as the signaling protocol. A SIP subscriber can also interact with an ACD system in the Public Switched Telephone Network (PSTN) work space. In the latter case, a PSTN-to-IP gateway carries the bearer path and call level signaling between the two spaces, and corresponding Computer Telephony Integration (CTI) signaling links are used for linking the ACD specific signaling between the two spaces.

Abstract: A method, system, and program for estimating hold queue wait times are provided. Call times are individually estimated for multiple calls within a call center. In particular, call times may be estimated according to representative profiles, caller profiles, and current caller activity of the multiple calls within the call center. The identity of each caller may be authenticated and a caller profile accessed from a central server according to authenticated caller identities. The central server may be accessible to multiple call centers, where each call centers accesses and updates caller profiles according to a single caller identifier for each caller. In addition, call times estimates and factors utilized to calculate call time estimates may be output to a caller, preferably according to an output interface specified by the caller in the caller profile.

Abstract: The present invention, relates to an automated call distribution platform that has the ability to analyze a call queue and determine if a call qualifies for participation in an interactive application, invite a caller to participate in the application and, if the caller agrees, execute the application, then after completion of the application the call advances in the queue to a position ahead of where it currently resides. Thus, the present invention has both the benefit of lessening the caller's wait in a call queue and allows that automated call distribution platform owner to have its customers participate in an application. An exemplary application may be a survey, that can collect valuable information from the callers.

Abstract: A system and method for selectively monitoring, recording, storing, and handling telephone conversations through the use of speech analysis is disclosed. In particular, the present invention utilizes a speech analyzer to analyze a speech signal during a telephone conversation between two parties, and a recording and storage device to record and store the telephone conversation. Based on variations in signal characteristics related to the emotional state of the caller, the system selectively generates a trigger to keep the stored recording of the telephone conversation. The present invention also selectively determines whether to send a notification in response to said trigger.

Abstract: A support reception unit issues a reception number in response to an application for support from a client and notifies the client of the reception number and a guidance for a call connection. A wait state management unit allocates into a queue the reception number sent from a call connection by telephone, holds the call connection and notifies the client, for display, of a current wait state and wait time points increased as a wait time elapses, until a support client becomes available for response. When the support client has become available for response, a support start unit confirms start of support for the client and, as a result of a confirmation response, connects by an extension the held call connection to the support client. A support end unit adds the wait time points to be accumulated and stores them at the point of time when the call connection with the supporter is terminated.

Abstract: A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.

Abstract: An external accessory is added to an automatic call director to ensure first in first out operation for connection to primary resources when secondary resources are accessed prior to primary resources. A controller intercepts resource requests for the call director and manages an auxiliary queue to provide first in first out operation. The resource requests are returned to the call director queue once first in first out is guaranteed.

Abstract: A call center includes functionality for dynamically varying a threshold value associated with each of a number of different call types (i.e., skills) to be handled by the call center. A group of agents and a group of reserve agents are provided within the call center for use in handling incoming calls. A dedicated subgroup of agents is assigned to service each of the call types in the call center. In addition, one or more reserve agents are assigned to service a particular call type when an expected wait time associated with the call type exceeds a threshold value. The threshold value associated with each call type is dynamically adjusted during call center operation based on a measured service level being provided to a corresponding call type. In one embodiment, the threshold value for a call type is adjusted based on a comparison between a measured service level and a predetermined service level target associated with the call type.

Abstract: A method enables call management on a queue. An incoming call is placed on a queue and may be suspended at a predetermined position for a predetermined period such that the call does not advance on the queue during the predetermined period. The predetermined position may be any desired position on the queue and the predetermined period may be a wait time or a number of calls on the queue, for example. The caller may further receive an estimated wait time or queue length and may request a maximum desired wait time, a change in wait time, or a change in communication method.

Abstract: A telecommunications server (12) includes a timed recall request unit (202) coupled to a timer (200). The timed recall request unit (202) interfaces to the call park service (100) and/or the call hold service (101). When a request for a call park or call hold is made, the user is given the option of electing timed recall or no recall. If a timed recall is desired, the timed recall request unit (202) is accessed to permit the user to either accept a default length of time or to input a desired length of time. If the user manually retrieves the held or parked call prior to expiration of the timer, the timer (200) is reset.

Abstract: A telephony method and system are provided in a local telephony system for selectively barring calls outside the system for a system user including the steps of/means for: compiling a list of telephone numbers tagged as personal number specific to the user; determining a busy time when there is a level of call activity above an activity threshold; and barring specific user calls corresponding to the personal numbers during the busy time. A soft call-barring application (and database schema) for carrying out the method is also provided.

Abstract: A call center system is composed of stations connected with each other through a WAN, and each station has the function of executing the waiting control of an incoming call and the function of executing the distribution control of the incoming call. A call history information transmitting and receiving control unit attaches call history information for indicating the state of waiting control and the state of transfer of the incoming call, to the incoming call to be transferred to another station, and conversely receives call history information attached to the incoming call transferred from another station. A waiting control unit executes the waiting control and distribution control of the incoming call corresponding to the call history information based on the call history information received by the call history information transmitting and receiving control unit.