JP2002007678A - System and method for controlling agent and recording medium recording agent distribution control program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To carry out a job in a suitable working form corresponding to the ability and life style of each of agents. SOLUTION: Concerning the agent control system provided with a call center and an agent terminal for performing receiving processing of the call center, this system is provided with a selection information providing means for providing selection information for selecting any job pattern, a job pattern selecting means for selecting the job pattern based on the selection information, a job pattern data storage means for storing the job pattern selected by the job pattern selecting means as job pattern data, and a terminal determining means for determining the agent terminal to perform receiving based on the job pattern data corresponding to a receiving request to the call center.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an agent control system in which a telephone exchange system and a computer are connected to each other via a LAN and the Internet. The present invention relates to an agent control system for performing a distribution connection, an agent control method, and a recording medium on which an agent distribution control program is recorded.

[0002]

2. Description of the Related Art A call center for centrally receiving and processing telephone inquiries, orders, and the like (telephone general reception desk).
A commercial transaction using is now in practical use. In such a call center, when a certain customer calls the call center, the customer responds to the customer, and if necessary, performs processing such as transferring the call to a specialized person.

[0003] When it is difficult to centrally arrange agents (operators) in one place, distributed processing is required in a plurality of call centers. Regarding distributed processing in a plurality of call centers, see, for example, Japanese Patent Application Laid-Open No. H11-3178.
There is a distributed call center described in Japanese Patent No. In this distributed call center, a distributed call center is constructed by connecting a local site and a remote site via a network.

[0004]

In the future, the number of agents who take the form of work such as telecommuting is increasing. As the number of agents who work from home increases, it is thought that various work forms will be required according to the abilities, lifestyles, and the like of each agent.

[0005] However, in the above-mentioned call center, since each agent performs the reception work in the same form, it is not possible to provide various working forms according to the abilities and lifestyles of each agent. There was a problem.

[0006] It is an object of the present invention to solve the above-mentioned problems and to perform work in an appropriate work form according to each ability and lifestyle of each agent.

[0007]

In order to solve the above problems, an agent control system according to the present invention comprises a call center (for example, call center 20) and an agent terminal (for example, remote agent terminal 70) which performs call center reception processing. Or local agent terminal 2
5), the selection information providing means (for example, CTI server 24 and CCGW2) for providing selection information for selecting a business pattern.
8), a business pattern selecting means (for example, the remote agent terminal 70 or the local agent terminal 25) for selecting a business pattern based on the selection information, and the business pattern selected by the business pattern selecting means as business pattern data. Business pattern data storage means (for example, database 29) to be stored, and terminal determination means (for example, CTI server 24 and telephone exchange system) for determining an agent terminal to perform reception based on business pattern data in response to a reception request to a call center 22).

[0008] With the above configuration, for example, a business pattern desired by each agent can be registered from among a plurality of business patterns corresponding to the type and load of a call to be accepted. Since the call can be distributed to each agent, the work can be performed in an appropriate work form according to each ability and lifestyle of each agent.

Preferably, the agent terminal includes a remote agent terminal that performs a call center reception process via the Internet.

[0010] With the above configuration, it is possible to distribute calls within a work range registered for a remote agent that requires various working styles. Therefore, the work can be performed in an appropriate work form according to each ability and lifestyle of each remote agent.

[0011] Further, the business pattern includes a pattern that specifies whether or not to accept a call according to the type of incoming call to the call center (for example, customer communication means such as telephone, facsimile, voice mail, and e-mail). Is preferred.

With the above configuration, for example, the incoming call type (for example, facsimile,
If a business pattern for receiving voice mail, e-mail, etc.) is specified, it is possible to take a work mode in which the user can respond while using other available time while performing other work.

It is preferable that the business pattern includes a pattern for specifying the upper limit of the number of acceptable cases.

[0014] With the above-mentioned configuration, it is possible to take a work mode with a margin so that even an inexperienced person can take a reasonable action.

[0015] Further, the selection information providing means may determine a range of the business pattern selected by the agent terminal to be registered, based on the business pattern of the agent terminal that has already been registered.

By adopting the above configuration, it is possible to prevent the business pattern adopted by each agent from being biased, and to achieve a smooth operation of the system.

Also, the agent control method of the present invention
A step of extracting business pattern selection screen information and transmitting it to the agent terminal; and a network (for example, including the Internet, a LAN, a public line, a dedicated line, etc.)
Transmitting the business pattern selected by operating the selection screen based on the selection screen information received via the network, storing the business pattern received via the network as business pattern data, receiving the request in response to the reception request And determining an agent terminal that performs the operation based on the business pattern data.

With the above configuration, a desired business pattern of each agent can be registered from a plurality of business patterns corresponding to, for example, the type and load of a call to be accepted. Since the call can be distributed to each agent, the work can be performed in an appropriate work form according to each ability and lifestyle of each agent.

Also, the agent control method of the present invention
Extracting the business pattern selection screen information and transmitting the business pattern to the agent terminal via the network; receiving the business pattern selected by operating the selection screen based on the selection screen information via the network;
The method is characterized by including a step of storing the received business pattern as business pattern data, and a step of determining an agent terminal that performs reception in response to a reception request based on the business pattern data.

With the above configuration, a desired business pattern of each agent can be registered from a plurality of business patterns corresponding to, for example, the type and load of a call to be accepted. Since calls can be distributed to each agent, it is possible to provide a call center in which work is performed in an appropriate work mode according to each individual ability and lifestyle of each agent.

Further, the recording medium on which the agent distribution control program of the present invention is recorded is a recording medium on which a control program for distributing a reception request to each agent is recorded. Extracting and transmitting the business pattern selected by operating the selection screen based on the selection screen information via the network to the agent terminal via the network, and using the received business pattern as business pattern data It is characterized by including a step of storing and a step of determining an agent terminal that performs reception in response to a reception request based on business pattern data.

With the above configuration, a desired business pattern of each agent can be registered from a plurality of business patterns corresponding to, for example, the type of call to be accepted and the load based on the control program. Calls can be distributed to each agent within the scope of work done, so a control program that records work in an appropriate work style according to each agent's individual ability and lifestyle was recorded A recording medium can be provided.

[0023]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS One embodiment of the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing an example of the configuration of the remote agent control system 10 of the present example. The remote agent control system 10 includes a call center 20, a public network 40 constituted by, for example, an analog subscription line or an ISDN line, and an Internet 50.
And Internet Service Provider 60 (In
ISP 60, a remote agent terminal 70 used by a home or remote office call center operator (remote agent), and a customer telephone 80.

The call center 20 includes a LAN 21, a telephone exchange system 22, a management terminal 23, and a CTI (Computer Telephony Integration) server 24.
, The local agent terminal 25 and the IPGW (IP
Gateway) 26 and Internet connection device 27
, A CCGW (call center gateway) 28, and a database 29.

The telephone switching system 22 is an AC switching system having a network interface circuit (hereinafter referred to as NIC).
D (Automatic Call Distribubu)
Tion: automatic incoming call even distribution) function.

The management terminal 23 is constituted by a computer having an NIC, and has a function of executing and managing a current status display function, a statistical function, and a configuration change function of the telephone exchange system 22.

The CTI server 24 comprises CTI middleware for constructing a server / client type CTI system, and a computer having an NIC for operating the middleware.

The local agent terminal 25 is a multifunctional telephone software (hereinafter referred to as AWP) that emulates an ACD system dedicated telephone function operated by a browser.
And a computer having an NIC for operating the AWP. The local agent terminal 25 is
It operates as a client of the I server 24, and a telephone reception process is performed by an operator.

The IPGW 26 is connected to the telephone exchange system 22 and transmits voice information and control information accompanying the voice information to an Internet Protocol packet (hereinafter referred to as I / O packet).
It has a function of bidirectional conversion into P packets (called P packets) in real time.

The Internet connection device 27 is connected to the LAN 2
1, a device for internet connection composed of a firewall, a router, and the like.

The CCGW 28 is connected to the Internet 50 and the L
This is a device having a function of logically connecting both the AN 21. The CCGW 28 has, for example, a configuration as shown in FIG. FIG. 2 is a block diagram illustrating an example of the internal configuration of the CCGW 28.

The CCGW 28, as shown in FIG.
A control unit 28b for operating a computer under program control by the GW software 28a;
IP communication between the Internet transmission / reception unit c that is connected to the Internet and performs IP packet communication processing between the Internet via the device 27, and the telephone exchange system 22, the CTI server 24, and the management terminal 23 that are connected to the LAN 21 A LAN transmission / reception unit 28d for performing processing, a voice information database 28e connected to the LAN 21, a LAN transmission / reception unit 28f for performing IP packet communication processing between the voice information database 28e connected to the LAN 21, and an address management database 2
8 g.

The control unit 28b stores a non-fixed IP address used for each dial-up connection and the call center 2
It manages and translates the IP addresses used in 0. Although not shown, the control unit 28b includes means for controlling browsing between the browser of the remote agent terminal 70 and the CTI server 24, AWP mounted on the remote agent terminal 70, and the telephone exchange system 2
2 and means for converting data communication between the browser of the remote agent terminal 70 and the management terminal 23.

The control unit 28b is connected to the Internet 5
Means for distributing various information such as communication information to the call center operator, product information, and customer-related information to the remote agent terminal 70 via
A device (in this example, a voice information database 28e) connected to the LAN 21 in the form of a digital audio file format such as a WAV, in which the contents of a call of the remote agent are provided.
And means for distributing via the Internet 50 to the remote agent terminal 70 used by the remote agent.

Note that the remote agent terminal 70
A means is provided for receiving information distributed via the Internet 50 when a predetermined time elapses when the state transits to the ready mode state by the intention of the remote agent. Information to be received includes CCG
This includes various voice information provided by W28 and call recording contents stored in a digital audio file format such as WAV.

The CCGW 28 is connected to the Internet 50 and the L
Connected to both the AN 21 and the LA of the telephone exchange system 22.
The IP address used in N21 and the remote agent terminal 70 are connected to the Internet 5 via the ISP 60.
It is responsible for management and exchange with a non-fixed IP address that is assigned each time it accesses 0. In CCGW28,
The control of this management and exchange is performed by the control unit 28b.

More specifically, the control unit 28b stores the preset IP address assigned to the remote agent terminal 70 and the IP address used at the time of the browsing request from the remote agent terminal 70 in the address management database 28g of the CCGW 28. To accumulate.

For data communication, as shown in FIGS. 3 and 5, a browsing request from the remote agent terminal 70 searches for an IP address from the address management database 28g of the CCGW 28 and converts it into an IP address used in the LAN 21. And transfers it to the CTI server 24.

Similarly, the reply information from the CTI server 24 retrieves the IP address from the address management database 28g of the CCGW 28,
The IP address is converted to an IP address used at the time of a browsing request from 0 and transferred to the remote agent terminal 70.

As for the voice communication, as shown in FIGS. 4 and 5, similarly to the data communication, the IP address conversion for the voice information and control information of the telephone exchange system 22 transmitted over the LAN 21 via the IPGW 26 is performed. The telephone exchange system 22 and the remote agent terminal 7
A voice communication between 0 is realized.

Further, as shown in FIG.
Are various kinds of voice information such as information to be sent to the local agent, product information, and customer related information recorded in the voice information database 28e, and digital information such as WAV.
The recorded content stored in the audio file format
By using a known Internet streaming technology, real-time distribution to a remote agent via the Internet 50 is realized.

Further, as shown in FIG.
Is a device that converts a voice packet (that is, a call content of a remote agent) relayed between the Internet 50 and the LAN 21 into a digital audio file format such as WAV and converts the media into a digital audio file format, and is connected to the LAN 21 (this example). Then, accumulation is performed in the audio information database 28e).

The database 29 is composed of, for example, a mainframe or a file server. In the database 29, various information such as selection information on various business patterns that can be selected by the remote agent, registration information (business pattern data) on the business pattern selected by the remote agent, and information on customers are registered. ing.

In this example, the business pattern is determined by the pattern of the incoming call type (for example, telephone, facsimile, voice mail, e-mail, etc.) that can deal with customers. Therefore, various business patterns, such as a business pattern for accepting only when the customer calls the call center 20 and a business pattern for accepting only when the customer transmits the facsimile to the call center 20, can be selected. Further, if a configuration that allows a plurality of selections is possible, for example, it is possible to select a business pattern or the like that accepts only when a customer sends a voice mail or an e-mail to the call center 20.

The business pattern includes, for example, a pattern in which the number of cases that can be handled is set, a pattern in which reception is performed only for a predetermined time, a business pattern in which a specific customer (for example, a customer) is handled, Any pattern may be used, such as a business pattern for dealing only with customers in a specific area or a pattern combining these.

The remote agent terminal 70 includes an AWP (multifunctional telephone software) emulating a dedicated telephone function for an ACD system operating on an installed browser, and an Internet connection such as a modem (not shown) for operating the AWP. It is composed of a computer equipped with devices.

Next, the overall operation of the remote agent control system 10 of the present embodiment will be described with reference to the drawings. First, an outline of the operation of the local agent terminal 25 installed on the floor of the call center 20 is as follows.

When the browser is started, the local agent terminal 25 sends an operator I to the CTI server 24.
When the information of the D code and the extension number of the ACD reception desk is input, a request for the login processing is made to the CTI server 24. Then, the CTI server 24 executes an internal log-in process and requests the telephone exchange system 22 to perform a log-on process based on the information.

The telephone exchange system 22 that has received the request
Performs an internal logon process and notifies the CTI server 24 that the process has been completed successfully.

When the completion notification of the logon process is received, CT
The I server 24 transmits screen information (hereinafter referred to as form data) displayed on the local agent terminal 25 to the local agent terminal 25 to notify that the user has logged in to the CTI server 24.

At this time, the telephone exchange system 22
Is a notification to the AWP (multifunctional telephone software installed in the local agent terminal 25) that emulates a telephone function dedicated to the ACD system operating on the browser, that a logon to the telephone exchange system 22 and a telephone state setting notification are made. I do.

Next, the telephone 8 of the customer of the call center 20
From 0, when there is an incoming call to the telephone switching system 22 via the public network 40 and the trunk circuit 22a, the most suitable call center operator for receiving the call (call for requesting reception) is selected and passed through the digital line circuit 22b. The connection is evenly distributed to the local agent terminal 25. Then, the telephone exchange system 22 transmits to the CTI server 24 an incoming call notification to which information on the incoming call such as the caller identification number and the caller dial number is added.

The CTI server 24 searches the database 29 using information on the received call such as the obtained caller identification number and caller dial number as a key, and notifies the search result to the local agent terminal 25 as form data.

Further, the telephone exchange system 22 is operated via AWP (multifunctional telephone software installed in the local agent terminal 25) which emulates a telephone function dedicated to the ACD system operating on the browser by operating the local agent screen. The state transition of the local agent terminal 25 is performed as shown in FIG.
The CTI server 24 transmits the corresponding form data to the local agent terminal 25 according to the operation on the local agent screen.

Note that the logout process of the local agent terminal 25 is executed in the same procedure as the login process.

The state transition shown in FIG. 8 is divided into five states: a logoff mode, a work mode, a ready mode, a work reservation mode, and a call.

The logoff mode indicates a state in which the user has not logged in to the CTI server 24. Work mode is CT
This shows a state in which reception of telephone calls is temporarily stopped while the user is logged in to the I server 24, and local processing is desired. The ready mode indicates a state in which a call is accepted. During a call, it indicates a state in which a call is accepted in the ready mode and communication is being performed. The break mode is a state in which all processing is interrupted while logged in to the CTI server 24 (for example, the break mode is set when the operator has left for a break). The work reservation mode indicates a state in which setting of the work mode during a call temporarily suspends reception of a call during the call. As shown in FIG. 9, each state is changed by clicking (pressing) a button displayed on the screen or by exchanging a call. In the example of FIG. 8, the buttons include logoff, logon, break mode setting / cancellation, and work mode setting / cancelling.

On the other hand, as shown in the flowchart of FIG. 9 and the sequence diagrams of FIGS. 10 to 12, the operation of the remote agent terminal 70 is performed by a process equivalent to that of the local agent terminal 25 through the mediation of the CCGW 28. I do.

First, the remote agent terminal 70
Connect to the ISP (step S101, start the browser (step S102).

After starting the browser, the HTML CC
When the address of the GW 28 is input, the remote agent terminal 70 communicates with the CTI server 24 via the CCGW 28.
Is opened, and the corresponding form data is read out by operating the screen (step S103).

Then, the CTI server 24 sends form data (login screen including a business pattern selection screen) corresponding to the screen operation of the remote agent terminal 70. In this case, the CTI server 24 sends the database 29
Extracts and sends form data for displaying a list of business patterns that can be logged in and registered in.

The remote agent terminal 70 displays the received form data on the screen. When the business pattern is selected by the operation of the remote agent and the ID code and the reception desk number are input (step S104), the remote agent terminal 70
It requests the CTI server 24 to log in.

The CTI server 24 executes the internal log-in processing in response to the request, and executes the telephone exchange system 2
2 requests logon processing based on the received ID code and information on the reception desk extension number. Upon receiving the request via the IPGW 26, the telephone exchange system 22 performs an internal logon process, and notifies the CTI server 24 that the process has been completed normally.

Upon receiving this, the CTI server 24 sends
In order to notify that the user has logged in to the TI server 24,
The form data is transmitted to the remote agent terminal 70. Further, the CTI server 24 registers data (business pattern data) relating to the business pattern selected by the remote agent terminal 70 in the database 29. In this example, the business pattern data registered in the database 29 is a remote agent terminal group associated with each business pattern, such as a remote agent terminal group that allows a request from a customer by telephone. Data. In this case, the business pattern data may be in any format as long as the business pattern selected by each remote agent terminal can be specified.

At this time, if there is a discrepancy between the registered ID code and the reception desk extension number, the CTI server 24 notifies the remote agent terminal 70 of the error and the error code. The remote agent terminal 70 displays the received error and the error code, and prompts the user to re-enter the ID code and the reception desk number (steps S105 and S105).
106).

If there is no error, the remote agent terminal 70 displays the received form data (logon message) on the screen to display the client screen (steps S107 and S108). The state of the remote agent terminal 70 at this time is the work mode.

The remote agent terminal 70 changes its state in accordance with the state transition diagram of FIG. 8 by the screen operation of the operator or the exchange of communication, and causes the operator to perform various operations in accordance with the state transition within the range of the work pattern (step S109). The process of determining the remote agent terminals to be distributed and connected according to the selected business pattern will be described in detail later in the description of audio information distribution.

When the logoff button is pressed after the work mode has been set, the remote agent terminal 70 notifies the CTI server 24 of the logoff. Alternatively, when the business indicated by the business pattern selected by the remote agent is completed (for example, when the business pattern of accepting up to 100 cases is selected, and when the 100th customer response is completed), The remote agent terminal 70 notifies the CTI server 24 of the logoff.

Upon receiving the log-off notification, the CTI server 24 performs internal log-off processing and requests the telephone exchange system 22 to log off the requested reception desk number. Upon receiving the request, the telephone exchange system 22 performs an internal logoff process and notifies the CTI server 24 that the process has been completed normally. Upon receiving this, the CTI server 24 transmits a logoff message to notify the remote agent terminal 70 that the user has logged off. Upon receiving this message, the remote agent terminal 70 displays a logoff message on the screen, terminates the browser, and terminates the dial-up connection (steps S110 to S114).

As shown in FIG. 12, when the status transition of the remote agent terminal 70 is in the ready mode, the timer in the CCGW 28 operates, and when the timeout occurs, as shown in FIG. A voice information transmission request is executed in the voice information transmission process of the CCGW 28.

That is, referring to FIG. 12, when the work mode release button is pressed in the work mode, the remote agent terminal 70 notifies the CTI server 24 of a work mode release request via the CCGW 28. Upon receiving this notification, the CTI server 24 issues a work mode release request to the telephone exchange system 22. Upon receiving the cancellation request, the telephone exchange system 22 sets the work mode to the ready mode for the corresponding reception desk extension number, and returns a ready mode notification.

At this time, the telephone exchange system 22 is stored in the internal storage unit as a mode table so that the user can know what the mode is set for each of the plurality of remote agent terminals 70.

Upon receiving the ready mode notification, the CTI server 24 sends the ready mode notification with the form data to the remote agent terminal 70 via the CCGW 28.
Send to Then, the remote agent terminal 70
Displays the ready mode screen and enters the ready mode.

At this time, the CCGW 28 activates a timer included in the CCGW 28 in response to the fact that the remote agent terminal 70 has entered the ready mode. An audio information transmission request to 70 is executed. Therefore, various voice information can be collected from the CCGW 28 from the remote agent terminal 70 according to the menu screen.

That is, the control unit 28b of the CCGW 28
Is the LAN transmission / reception unit 2 using information corresponding to a menu screen instruction from the remote agent terminal 70 as a key.
The audio data is read out from the audio information database 28e via 8f. Then, the control unit 28b of the CCGW 28
Provides various voice information by converting the read voice data into voice packets and sending them to the remote agent terminal 70 via the Internet transmission / reception unit 28c.

If the call is distributed and connected by the telephone switching system 22 before the timeout occurs, the CCGW 28 cancels the timer and does not execute the voice information request. Eventually, when the remote agent terminal 70 shifts from the busy state to the ready mode state, the timer of the CCGW 28 is started again, and the service of various voice information is restarted for the remote agent terminal 70 that has timed out.

That is, due to the characteristics of the telephone reception of the call center, the telephone is constantly received from the telephone 80 as the customer of the call center 20 at the most busy time. For this reason, if there is no telephone connection request from the call center 20 at a certain interval after the transition from the busy state to the ready state, the state may be closed. By providing various voice services by timer processing in the CCGW 28 of the call center 20, an operator who is not working at the call center 20 during this closing time (ie, a remote agent) can effectively use his spare time. This can contribute to relaxation between work, relief of tension on customer correspondence, and effective use of notification from the operating center to the operator.

On the other hand, the telephone exchange system 2 in which the mode for the corresponding remote agent terminal 70 in the mode table is set to the ready mode in response to the work mode release request
2 notifies the CTI server 24 of the incoming call via the IPGW 26 when a call is received from the customer's telephone of the call center 20.

Upon receiving the incoming call notification, CTI server 24
Is the database 2 connected to the CTI server 24
In this example, data (business pattern data) relating to each remote agent terminal that selects a business pattern corresponding to the incoming call type (communication means used by the customer: telephone in this example) is read out. And CTI server 2
4 transmits the read business pattern data to the telephone exchange system 22.

When the business pattern data is received, the telephone exchange system 22 transmits the remote agent terminal which has accepted the reception to the mode table of the internal storage unit in order to direct the intervention of the operator to the remote agent terminal which has accepted the reception. After storing information about the agent terminal, the mode table is searched, and a telephone reception (reception request call) is made from the remote agent terminals that can be received.
The most suitable remote agent terminal (here, the remote agent terminal 70) is determined. That is, in this example, the equal distribution is performed based on the ACD function for the remote agent terminal group for which the suitable business pattern is selected.

Then, the telephone exchange system 22 notifies the CTI server 24 via the IPGW 26 of information on the remote agent terminal 70 which is determined to be redirected.

When the data regarding the remote agent terminal 70 which is determined to be redirected is received, the CTI
The server 24 searches the database 29 connected to the CTI server 24, adds the read recording data, and notifies the remote agent terminal 70 of the incoming call via the CCGW 28. Then, the remote agent terminal 7
In the case of No. 0, the customer information is displayed on the screen, and a response notification is returned to the telephone 80 via the telephone exchange system 22 to enter a call state. At this time, the CCGW 28 initiates a call by generating an incoming call identification sound or an incoming call identification display to the remote agent terminal 70 and responding to it.

Further, voice exchange between the telephone 80 and the remote agent terminal 70 is executed via the IPGW 26. The packetized voice information converts voice into packet data or packet data into voice via the AWP of the remote agent terminal 70.

When the communication between the operator and the customer is finished and the operator operates the telephone portion (recovery button) of the remote agent terminal 70, the remote agent terminal 70 sends a recovery notice to the telephone exchange system 22 via the CCGW 28. Notice. Then, the telephone exchange system 22 terminates the telephone call with the telephone 80, sets the mode of the corresponding remote agent terminal 70 in the mode table to the work mode, notifies the CTI server 24 of the recovery notification, and sets the remote agent terminal 7
At 0, a work mode notification is made via the CCGW 28. Concurrently, upon receiving the restoration notification, the CTI server 24 transmits the form data to the remote agent terminal 70. Upon receiving the form data, the remote agent terminal 70 displays a client screen indicating the work mode.

When the call is distributed and connected to the remote agent terminal 70 before the time-out, the timer is canceled and the voice information transmission request is not executed.

Next, call recording of the remote agent terminal 70 will be described. FIG. 13 is a sequence diagram illustrating an example of a process when a call recording is performed according to the intention of the remote agent. Remote agent terminal 70
As shown in FIG. 13, the state transition of the remote agent terminal 70 is in a call, and a call recording request is made to the CCGW 28 by operating the screen of the remote agent terminal 70, as shown in FIG.

The CCGW 28 realizes call recording by executing a call recording request in an internal call recording process to convert the IP packetized voice information into a digital audio file format such as WAV.

The call is recorded on the remote agent terminal 7
From 0, the call recording is released to the CCGW 28, or the call is continuously stored until the notification of the restoration of the call during the call is notified to the CCGW 28.

FIG. 14 shows the remote agent terminal 70.
FIG. 10 is a sequence diagram showing an example of processing in which the system automatically performs call recording every time a call is made. In this case, as shown in FIG. 14, the CCGW 28 receives a response notification that is notified when the state transition of the remote agent terminal 70 is a response to a call. Then, the CCGW 28 executes a call recording request in an internal call recording process, and operates the call recording until a call recovery notification from the remote agent terminal 70 is notified.

Finally, a diagram showing the operation of voice communication of the CCGW 28 will be described. FIG. 5 shows that a call arriving at the telephone exchange system 22 makes a call with the AWP. As shown in FIG. 5, for the voice information in the IP packet, the CCGW 28
This indicates that g is searched, the IP address of the corresponding AWP is converted, and transmitted to the Internet 50.

The CCGW 28 performs media conversion on information stored in a device (the voice information database 28e in this example) connected to the LAN 21 in the voice information transmission process inside the CCGW 28, and performs IP packetization. The message is transmitted to the corresponding AWP (see FIG. 6).

Further, in the call recording process inside the CCGW 28, the CCGW 28 performs a media conversion on the voice information obtained by converting the incoming call to the telephone exchange system 22 and the AWP call into IP packets, and performs digital conversion such as WAV.
The audio file is formatted and stored in a device (the audio information database 28e in this example) connected to the LAN 21 (see FIG. 7).

As described above, a business pattern desired by each agent is registered from a plurality of business patterns according to the type and load of a call to be accepted, and calls are distributed within the registered business range. With such a configuration, the work can be performed in an appropriate work mode according to each ability and lifestyle of each agent.

For example, when a business pattern for accepting an incoming call type (facsimile, voice mail, e-mail), for which relatively immediacy is not required, is specified, the idle time is used while performing other work. It is possible to take a work style that does Further, for example, when a business pattern for specifying the number of cases that can be handled is specified, even an inexperienced person can take a reasonable response, and can take a work style with a margin. Become like

[0095] The type of incoming call such as telephone, facsimile, voice mail, etc. is identified by, for example, the telephone number or facsimile number of the caller (for example, registered in advance in the database 29 as customer data),
The call center 20 may be configured to perform the determination by the push button operation of the customer's telephone (to make the customer specify the transmission means) or the like.

For the electronic mail, the call center 20 side periodically accesses a mail server (not shown) (for example, a mail server of the ISP 60) to obtain the electronic mail transmitted from the information processing terminal of the customer (not shown). Then, a remote agent terminal that has selected a business pattern for responding to an e-mail may be selected and delivered.

In the above-described embodiment, the configuration of selecting the business pattern of each remote agent terminal according to the business mode of the remote agent has been described. However, the business according to the business mode of the local agent is described. A pattern may be selected. With this configuration, it is possible to take various measures such as reducing the load on inexperienced agents.

In the above-described embodiment, a configuration is adopted in which a business pattern is selected for each agent under the same condition based on the same business pattern selection screen, but differs depending on the current situation. The configuration may be such that a business pattern is selected according to conditions.

In this case, each agent can log in, for example, by storing the work schedule of each agent in the database 29 (for example, the work schedule is registered by operating the browser on the remote agent terminal 70). Change the setting of the business pattern according to the schedule (for example, if it is expected that there will be insufficient agents to receive facsimile according to the schedule, it will be necessary to receive facsimile,
In this case, the user is notified of the shortage and is prompted to select facsimile reception).

Further, for example, by checking the selected business pattern periodically, if there is a shortage of agents corresponding to a certain business pattern, it is possible to select a newly logged-in agent after that. It is good also as a structure which limits a business pattern.

With this configuration, it is possible to prevent the business patterns adopted by each agent from being biased, and to achieve a smooth operation of the system.

Further, a control program for executing the above-described processing may be recorded on a recording medium, and the control program may be executed to cause the call center 20 or the like to perform various processing.

[0103]

As described above, according to the agent control system of the present invention, there is provided an agent control system including a call center and an agent terminal which performs a call center reception process, wherein selection information for selecting a business pattern is provided. Selection information providing means for providing, a business pattern selection means for selecting a business pattern based on the selection information, business pattern data storage means for storing the business pattern selected by the business pattern selection means as business pattern data, Terminal determination means for determining an agent terminal to accept based on business pattern data in response to an acceptance request to the call center. Business pattern desired by each agent from the business patterns It is possible to register and distribute calls to each agent within the registered work area, so that work is performed in an appropriate work style according to each ability and lifestyle of each agent You can do so.

Further, if the agent terminal includes a remote agent terminal that performs a call center reception process via the Internet, it is assumed that various types of work are required. Can be used to distribute calls. Therefore, the work can be performed in an appropriate work form according to each ability and lifestyle of each remote agent.

Further, it is assumed that the business pattern includes a pattern that specifies whether or not to accept a call according to the type of incoming call to the call center (for example, customer communication means such as telephone, facsimile, voice mail, and e-mail). For example, if a business pattern that accepts incoming types that do not require relatively immediacy (for example, facsimile, voice mail, e-mail, etc.) is specified, the idle time is used while performing other tasks. It is possible to take a work style of responding by

Further, in the case where the business pattern includes a pattern specifying the upper limit of the number of acceptable cases, there is enough room that even inexperienced persons can take reasonable measures. You will be able to take work styles.

Further, when the selection information providing means determines the range of the business pattern selected by the registering agent terminal based on the business pattern of the agent terminal that has already been registered, each agent employs It can be avoided that the business pattern to be performed is biased, and the system can be operated smoothly.

According to the agent control method of the present invention, the step of extracting the selection screen information of the business pattern and transmitting it to the agent terminal, and the step of selecting the selection screen by operating the selection screen based on the selection screen information received via the network. Transmitting the received business pattern, storing the business pattern received via the network as business pattern data, and, in response to the reception request, determining an agent terminal that performs reception based on the business pattern data. It is possible to register the business pattern desired by each agent from among a plurality of business patterns according to the type and load of the call to be accepted, for example, within the registered business range. Can distribute calls to each agent at Business at the appropriate working arrangements in accordance with the individual abilities and lifestyle of Jento can be to be carried out.

Further, according to the agent control method of the present invention, a step of extracting business pattern selection screen information and transmitting it to an agent terminal via a network,
Receiving, via a network, a business pattern selected by operating the selection screen based on the selection screen information; storing the received business pattern as business pattern data; and And a step of deciding based on business pattern data. For example, a business pattern desired by each agent is registered from a plurality of business patterns corresponding to the type of call to be accepted and load. Call can be distributed to each agent within the registered work range, so that work can be performed in an appropriate work style according to each agent's individual ability and lifestyle. A simple call center can be provided.

Further, according to the recording medium recording the agent distribution control program of the present invention, the recording medium records a control program for distributing the reception request to each agent, and the control program is capable of selecting a business pattern. Extracting the screen information and transmitting it to the agent terminal via the network; receiving the business pattern selected by operating the selection screen based on the selected screen information via the network; Storing the data as data and determining the agent terminal that performs reception in response to the reception request based on the business pattern data. Multiple business patterns according to type, load, etc. It is possible to register the desired business pattern of each agent from within the service, and to distribute calls to each agent within the registered business range. It is possible to provide a recording medium that records a control program that allows a job to be performed in an appropriate work mode.

[Brief description of the drawings]

FIG. 1 is a block diagram illustrating an example of a configuration of a remote agent system according to an embodiment of the present invention.

FIG. 2 is a block diagram illustrating an example of an internal configuration of a CCGW in FIG. 1;

FIG. 3 is a network diagram showing an example of a data communication process between a local agent terminal and a remote agent terminal according to an embodiment of the present invention.

FIG. 4 is a network diagram showing an example of voice communication processing of a local agent terminal and a remote agent terminal according to an embodiment of the present invention.

FIG. 5 shows the operation of the CCGW shown in FIG. 1 (data / voice communication).
It is a conceptual diagram which shows the example of.

FIG. 6 is a conceptual diagram showing an example of an operation of the CCGW of FIG. 1 (an operation for distributing various information such as a message to an operator as audio information to a remote agent terminal).

7 is a conceptual diagram showing an example of the operation of the CCGW of FIG. 1 (contents of a call to an operator are stored in a voice information database in a digital audio file format).

FIG. 8 is an explanatory diagram showing an example of a state transition of multifunctional telephone software in the local agent terminal and the remote agent terminal of FIG. 1;

FIG. 9 is a flowchart illustrating an example of a login / logoff process including selection of a business pattern of the remote agent terminal of FIG. 1;

FIG. 10 is a sequence diagram illustrating an example of a login process of the remote agent terminal in FIG. 1;

FIG. 11 is a sequence diagram illustrating an example of logoff processing of the remote agent terminal in FIG. 1;

12 is a sequence diagram showing an example of state transition of the remote agent terminal of FIG. 1 and voice information distribution processing of the CCGW.

13 is a sequence diagram illustrating an example of a call recording process of the CCGW in FIG. 1 according to an operator's intention.

FIG. 14 is a sequence diagram illustrating an example of an automatic call recording process of the CCGW in FIG. 1;

[Explanation of symbols]

Reference Signs List 10 remote agent control system (agent control system) 20 call center 21 LAN 22 telephone exchange system 23 management terminal 24 CTI server 25 local agent terminal 26 IPGW 27 device 28 CCGW 29 database 40 public network 50 Internet 60 ISP 70 remote agent terminal 80 telephone

Claims (8)

[Claims] 1. An agent control system including a call center and an agent terminal that performs a call center reception process, comprising: selection information providing means for providing selection information for selecting a business pattern; A business pattern selecting means for selecting a business pattern; a business pattern data storing means for storing the business pattern selected by the business pattern selecting means as business pattern data; and the business pattern data in response to a reception request to the call center. And a terminal determining means for determining an agent terminal that performs reception based on the agent control system. 2. The agent control system according to claim 1, wherein the agent terminal includes a remote agent terminal that performs a call center reception process via the Internet. 3. The agent control system according to claim 1, wherein the business pattern includes a pattern for specifying whether or not to accept the call according to the type of incoming call to the call center. 4. The agent control system according to claim 1, wherein the business pattern includes a pattern for specifying an upper limit of the number of acceptable cases. 5. The selection information providing means according to claim 1, wherein a range of a business pattern selected by the agent terminal performing the registration is determined based on the business pattern of the agent terminal that has already been registered. Agent control system. 6. A step of extracting business pattern selection screen information and transmitting the same to the agent terminal; a step of transmitting a business pattern selected by operating the selection screen based on the selection screen information received via the network; Agent control characterized by comprising a step of storing a business pattern received via a network as business pattern data, and a step of determining, based on the business pattern data, an agent terminal that performs reception in response to a reception request. Method. 7. A step of extracting business pattern selection screen information and transmitting it to the agent terminal via the network, and a step of receiving the business pattern selected by operating the selection screen based on the selection screen information via the network. And a step of storing the received business pattern as business pattern data; and a step of determining, based on the business pattern data, an agent terminal that performs reception in response to a reception request. 8. A recording medium recording a control program for distributing a reception request to each agent, said control program extracting business pattern selection screen information and transmitting it to an agent terminal via a network. Receiving, via a network, a business pattern selected by operating the selection screen based on the selection screen information, storing the received business pattern as business pattern data, and receiving in response to a reception request Determining an agent terminal based on the business pattern data.