US Patent 7995710 Telephone-receiving call center system

A call center system used for receiving incoming calls in accordance with the present information has a plurality of terminals, an incoming-call control apparatus and an exchange. Each of the terminals is accommodated by the exchange and includes a display unit as well as a telephone unit; an audio recording & playback unit for recording voices of a conversation between an operator operating the terminal and a caller making an call in a conversation-voice recording file and for playing back voices from the conversation-voice recording file and a response-information-creating unit for creating a response to an incoming call. Further each of the terminals includes a halfway-saving & saving unit for saving a halfway response being created in a halfway-response recording file and for saving a completed response in a response recording file; a saved-halfway-response-reading unit for reading out the halfway response from the halfway-response recording file; a saved-halfway-response-display unit for displaying a halfway response stored in the halfway-response recording file read out by the saved-halfway-response-reading unit on the display unit; and a status-notifying unit for reporting status of being able or unable to receive an incoming call to the incoming-call control apparatus.