Abstract: A terminal management unit for executing control for connection to an operator when a communication apparatus is busy is provided in a network, and terminals connected to the network are registered as operator terminals in a master list possessed by the terminal management unit If the communication apparatus is busy when an incoming call from a caller arrives at the communication apparatus, the terminal management unit stores the telephone number of the caller in a registration list on the originating side. The terminal management unit subsequently refers to the master list, periodically calls the operator terminals and, when an operator terminal responds, calls the caller, which has been registered in the registration list on the originating side, and connects the caller to this operator terminal.