Call center apparatus for automatically distributing call through public telephone network and controlling method for call center apparatus

A call center controlling method for automatically distributing a call through a public telephone network, comprising the steps of:

• storing at least one control step for controlling an automatic call distributing process for a termination call to a route table;
• and
• by successively executing each control step in said route table for a termination call, executing an automatic call distributing operation corresponding to each control step, when the executed control step is a transfer control step for instructing to transfer the termination call, determining a transfer destination telephone number for the termination call designated at the transfer control step, and transferring the termination call to the determined transfer destination telephone number using a termination call transfer service of the public telephone network.

A storage medium from which a computer for controlling a call center apparatus for automatically distributing a call through a public telephone network to perform the functions of:

• storing at least one control step for controlling an automatic call distributing process for a termination call;
• and
• by successively executing each stored control step for a termination call, executing an automatic call distributing operation corresponding to each control step, when the executed control step is a transfer control step for instructing to transfer the termination call, determining a transfer destination telephone number for the termination call designated at the transfer control step, and transferring the termination call to the determined transfer destination telephone number using a termination call transfer service of the public telephone network.