JP2002033830A - Incoming call control apparatus and its method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an incoming call control apparatus that allows a call center system or the like to cope with a specific call such as an incoming call from an important customer without a waiting time or in a minimum waiting time while efficiently operating a reception terminal resource and an operator man-power. SOLUTION: The incoming call control apparatus is provided with a reception terminal setting means 53A for a specific incoming call that can set optional m-sets of idle reception terminals among n-sets of reception terminals 41-1-41-n (n, m are natural numbers and n>m) as specific incoming call reception terminals to reply a specific incoming call, with an incoming call identification means 71 that identifies whether or not an incoming call is the specific incoming call, and an incoming call control means 53B that allows the incoming call to reach the specific incoming call reception terminal when the incoming call identification means 71 identifies that the incoming call is a specific incoming call.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a call center system for responding to inquiries and requests from customers (users) by a telephone (voice call) system. The present invention relates to an incoming call control device and method suitable for use in control for receiving an incoming call.

[0002]

2. Description of the Related Art In recent years, a call center system in which a telephone system and a customer database are linked to each other for customer support and complaint handling has been developed using a CRM (Customer Relationship Matrix).
nagement). In particular, it is important to smoothly handle a call from a customer at a reception desk (reception terminal) in order to improve serviceability.

For this reason, in a conventional call center system (CRM system), for example, a customer who makes a call is specified based on the caller ID information of the customer, and registration information (such as personal information) about the customer is stored in a member database. And display it on an operator terminal (such as a personal computer), whereby the operator can develop a service by voice communication with the customer while browsing the customer information of the telephone call. Is possible.

In such a call center system, an automatic call distribution (ACD) is usually used.
ribution) allows incoming calls to be received evenly at multiple operator terminals (hereinafter also referred to as reception desks). When all operator terminals are in a busy state, a waiting message is sent. The customer was kept waiting until the reception desk became empty, for example.

[0005]

However, since an increase in the waiting time of the customer leads to a decrease in serviceability, how to reduce the waiting time for a call from the customer is very important for improving the service. This is an important issue.
In particular, important customers such as large traders (VI
It is desirable that there be no waiting for calls from P: Very Important Persons) or that the response be made with a minimum waiting time.

[0006] Then, for example, a telephone (V
It is conceivable to prepare several reception desks exclusively for receiving IP calls). However, preparing a reception desk exclusively for VIP calls in this way makes it possible to efficiently use reception desk resources and operator personnel. Can not. That is, when a VIP call is frequently received, incoming calls are concentrated on the reception desk dedicated to the VIP call, and the load is concentrated on the operator in charge of the VIP call. There occurs a phenomenon that the reception desk dedicated to the VIP call hardly operates and the operator who is in charge of the VIP call is not available.

Conventionally, for example, Japanese Patent Application Laid-Open No. 2000-6
As disclosed in Japanese Patent No. 9168, there is also proposed a technique of automatically receiving a call to an operator designated by a customer or an operator who satisfies a rank (proficiency) designated by a customer. Some known operators (such as high-rank operators)
Therefore, calls are easily concentrated, and efficient operation of reception desk resources and operator personnel cannot be expected.

In this known technique, incoming call control is not performed in consideration of a VIP call. Therefore, the probability that a VIP call will be kept waiting during a call at all reception desks will be reduced by another non-VIP call (hereinafter also referred to as a general call). ) As much as
The serviceability for important customers will also decrease. The present invention has been devised in view of such a problem, and does not wait for a specific call such as a VIP call, or minimizes a call while efficiently operating reception terminal resources and operator personnel. It is an object of the present invention to provide an incoming call control device and method that can be used during a waiting time.

[0009]

In order to achieve the above-mentioned object, the incoming call control device of the present invention provides an arbitrary number m of n reception terminals (where n and m are vacant). n>
a natural number that satisfies m) as a specific incoming call accepting terminal that can be set to respond to a specific incoming call, and an incoming call that identifies whether the incoming call is a specific incoming call. Identification means; and termination control means for terminating the incoming call to the specific incoming call receiving terminal when the incoming call is determined to be a specific incoming call by the incoming call identification means. It is characterized by:

[0010] In the incoming call control device of the present invention configured as described above, any m of the n receiving terminals that are idle become a specific incoming call receiving terminal to answer a specific call. , The probability that a particular incoming call will be in a response waiting state is minimized. Also, at this time, the reception terminal that has become idle becomes the reception terminal for the specific incoming call, so that the reception terminal that becomes the reception terminal for the specific reception call in the reception terminal group is appropriately changed (not fixed) ( As described above, claims 1, 4, 5).

Here, the specific incoming call accepting terminal setting means may be configured to set the m incoming call receiving terminals in order from the idle accepting terminal as the specific incoming call accepting terminal. In this way, a desired number of receiving terminals can be secured as specific incoming call receiving terminals with a simple control (claim 2). Further, the above-mentioned incoming call control means,
When all of the above-mentioned specific incoming call receiving terminals are answering, if there is an available receiving terminal in the non-specific incoming call receiving terminal other than the specific incoming call receiving terminal, a specific incoming call is given to the receiving terminal. A non-specific incoming call receiving terminal receiving means for receiving a call may be provided. By doing so, the probability that a particular incoming call will be in a response waiting state is further reduced (claim 3).

[0012]

Embodiments of the present invention will be described below with reference to the drawings. (A) Description of One Embodiment FIG. 1 is a block diagram showing a call center system to which an incoming call control device according to one embodiment of the present invention is applied. The call center system 1 shown in FIG. Private branch exchange (PBX) 2, a caller information receiving device 3 accommodated in the private branch exchange 2, and a reception desk group 4 including a plurality of reception desks (reception terminals; telephones, etc.) 41-1 to 41-n. Call control device 5, LAN (Local
And a database server 7 communicably connected to the caller information receiving apparatus 3 and the call control apparatus 5 through a desired network 6 such as an area network (PC). The part including the sender information receiving device 3, the call control device 5, and the database server 7 functions as the incoming call control device 11 of the present embodiment.

Here, first, the PBX 2 connects the incoming call from the public network 8 to any of the reception boards 41-i (i = 1 to n) under the control of the call control device 5. The sender information receiving device 3 receives information for specifying a customer (caller) who has made a call from a subscriber terminal (such as a telephone) 9. In the present embodiment, for example, The subscriber terminal 9 (hereinafter, also referred to as a caller 9 or a customer 9) is already registered in the database server 7 through a prior membership registration procedure (caller identification information). Prompting the input of a customer ID, a credit card number, etc.) to receive caller identification information input by the caller 9.

For this reason, focusing on the main parts, the sender information receiving apparatus 3 has a PBX interface unit 31, a message sending unit 32, a DTMF as shown in FIG.
(DualTone Multiple Frequency) It comprises a signal receiving section 33, a storage device 34, a LAN interface section 35 and the like. Here, the PBX interface unit 31 is for interfacing a signal transmitted / received with the PBX 2 (performing protocol conversion or the like), and the message sending unit 32 is provided with a reception terminal (a reception terminal of a reception board group). Before an incoming call is connected to any of the reception desks 41-i, an automatic voice response message such as "Please enter a customer ID." This is for sending out via the interface unit 31 and the PBX 2.

The DTMF signal receiving section 33 operates the terminal (telephone) of the caller 9 in response to the above-mentioned automatic voice response message, and outputs a DTMF signal [push button (PB)].
Sound] signal for receiving the caller identification information received from the caller 9, and the storage device 34 is for storing the received caller identification information.
The interface unit 35 interfaces with a signal transmitted and received on the LAN 6 (performs protocol conversion and the like), and transmits the above-mentioned sender identification information to the database server 7 from the LAN interface unit 35 via the LAN 6. Can be provided.

The database server 7 identifies the sender 9 based on the sender identification information and customer information registered in advance, and identifies whether or not the sender 9 is an important customer. By performing (determining), the incoming call has a function as an incoming call identification unit 71 for identifying whether or not the incoming call is an incoming call (specific incoming call) from an important customer. Via the LAN 6, a call control device 5 (call control unit 53) to be described later is notified.

Next, each of the reception boards 41-i is for providing a response service by voice communication to the caller 9, and in the present embodiment, the reception board control section 4-i.
It is assumed that a display unit 412 such as a liquid crystal display 11 or a liquid crystal display is provided. The reception desk 41-
i may be configured as a personal computer with a telephone function.

The call control device 5 basically has a PBX
2 controls the call connection between the caller 9 and the reception board 41-i, and cooperates with the database server 7 to transmit the caller 9
Information on the reception desk 41- via the PBX 2
i, so that the reception table 41-
The operator of i is the sender 9 displayed on the display unit 412.
It is possible to respond by voice call while browsing customer information about.

For this reason, focusing on the main parts of the call control device 5, as shown in FIG. 1, a PBX interface unit 51, a call information transmitting / receiving unit 52, a call control unit 53, a LAN
It comprises an interface unit 54 and a storage device 55. Here, the PBX interface unit 5
Reference numeral 1 denotes an interface for interfacing with the PBX 2. The call information transmitting / receiving unit 52 receives a call connection request (SETUP) signal from the caller 9 and a call connection request (CONNECT) signal for the received SETUP signal. In order to perform transmission and reception of signals necessary for executing a series of call connection processing (sequence) such as transmission of a call according to an instruction from the call control unit 53, the LAN interface unit 54
LA when communication between the call control unit 53 and the database server 7
This is for interfacing with N6 (performing protocol conversion and the like).

The call control unit 53 has, as a basic function,
The function of controlling the above-described call connection processing and the communication processing with the database server 7 via the LAN interface unit 54 for providing the customer information of the caller 9 to the reception board 41-i as described above. In this embodiment, based on the reception desk response order management information 500 stored and managed in the storage device 55, an incoming call from the important customer 9 (hereinafter referred to as a VIP call) or
The incoming call (VI) is determined by deciding the reception desk 41-i to receive the other incoming call (hereinafter, referred to as a non-VIP call or a general call) and controlling the PBX 2 according to the determination.
It also has a function of receiving a P call or a non-VIP call at a predetermined reception board 41-i.

More specifically, in the storage device 55, as the reception table response order management information 500, for example, as shown in FIG. 5, the reception table 41 to which a VIP call should be received (to respond to a VIP call). -I is a predetermined number (m; where m is a natural number satisfying n <m) of VIP call response order table 501 that can be registered, and reception boards 41-i that should receive incoming calls other than VIP calls have n. A non-VIP call response order table 502 that can be registered for each vehicle is stored and managed. The storage device 55 also stores a call control program necessary for the operation of the call control unit 53, subscriber information, call processing history, billing information, and the like.

The call control unit 53 determines that the incoming call is a VIP
In the case of a call, the reception desk (the first VIP call response reception desk) registered in the VIP call response order table 501 which is the oldest.
1-i is determined as the reception destination reception desk 41-i of the VIP call, and the PBX 2 is controlled. If the incoming call is a non-VIP call, the reception desk registered in the non-VIP call response order table 502 is the oldest. (Non-VIP call first response reception desk) 41-i
Is determined as the reception desk 41-i of the non-VIP call and P
BX2 is controlled.

Each of the above-mentioned response order tables 501,
In 502, only the reception desks 41-i in the idle state (non-responding) are registered, the registration of the reception desks 41-i that have transited to the responding state is deleted, and the reception desks registered thereafter are registered. The rank of 41-i moves up one by one. Also, VIP
Reception desk 41-i registered in call response order table 501
Becomes the reception desk 41-i dedicated to VIP calls, and is not used as the reception desk 41-i for non-VIP calls.

Further, the VIP call response order table 501
In the initial state, an arbitrary number m of reception boards 41-i are VI
The P-calls are registered as the first to m-th response reception desks 41-i, and thereafter, each time the reception desks 41-i that have become vacant occur, the call control unit 53 registers the oldest reception desks (VIPs). The call first response reception desk 41-i) is slide-registered at the end of the non-VIP call response ranking table 502 [at this time, the response rank of the reception desk 41-i in the VIP call response ranking table 501 is increased by one (VIP The m-th response reception desk 41-i becomes the (m-1) th reception reception desk 41-i)]
At the same time, the reception table 41-i in the empty state is VI
It is additionally registered at the end of the P call response order table 501 (as the VIP call m-th response reception desk 41-i).

In other words, the call control unit 53 of the present embodiment performs all operations on the vacant reception board 41-i irrespective of the type of incoming call (VIP call / non-VIP call) that has been responding to it. By temporarily registering in the VIP call response order table 501, a predetermined number of reception desks 41-i that have become free are always secured as VIP call response reception desks 41-i in order, and a VIP call is generated. Then, the operation is performed so that the VIP call is received at the VIP call response reception desk 41-i in which the VIP call has been secured in the securing order.

For this reason, the main call control unit 53 is provided, for example, in FIG.
As shown in (1), any m of the n reception terminals that are in an idle state are registered (set) in the VIP call response order table 501 as the VIP call response reception desks 41-i to respond to the VIP call. Function as the VIP call response reception desk setting unit 53A and the database server 7 (the incoming call identification unit 7).
If the incoming call is identified as a VIP call in 1), the V
The IP call is converted to the VI in the VIP call response order table 501.
Incoming call control unit 5 for receiving an incoming call at P call first response reception desk 41-i
3B.

The above-mentioned VIP call response reception desk setting unit 5
3A indicates that the number of reception desks 41-i in the empty state is a predetermined number (m).
The non-VIP call response order table 502 when the number exceeds
It also has the function of registering slides to. In addition, in the present embodiment, the incoming call control unit 53B has the following functional units as shown in FIG. 2 in addition to the above functions.

Non-VIP Call Termination Control Unit 53B-1 This non-VIP call termination control unit (non-specific incoming call receiving terminal receiving means) 53B-1 is registered in the VIP call response order table 501 described above. VIP call response reception desk 41-
When all i are busy (answering), the PBX 2 is controlled so that the non-VIP call first response reception table 41-i in the non-VIP call response order table 502 receives a VIP call.

VIP call setting notifying section 53B-2 This VIP call setting notifying section (specific incoming call accepting terminal setting notifying means) 53B-2 is a VIP call answering receiving stand setting section 53.
In response to the VIP call response reception table 41-i registered in the VIP call response order table 501 by A, the reception table 4
1-i is notified that it has been set as the reception desk 41-i dedicated to VIP calls. As a result, the notification information is displayed on the display unit 412 of the reception board 41-i, and the operator can recognize that he or she is in charge of the VIP call. This notification may be made directly by voice. In addition, by the slide registration, the non-VIP
The reception desk 41-i, which has become the call response reception desk, is notified to that effect.

The response-waiting call queue management unit 53B-3 includes a response-waiting call queue management unit (response-waiting incoming call management means) 53B-3, as schematically shown in FIG.
When all the reception consoles 41-i are answering, the order of arrival of all incoming calls waiting to be answered is changed to a response waiting call queue 5.
31. The waiting call arrives at the receiving board 41-i which becomes empty in order from the oldest waiting call registered in the response waiting call queue 531.

The response waiting call queue control unit 53B-4 receives the VIP call when all the reception boards 41-i are answering, when the response waiting call queue control unit (response waiting incoming call control means) 53B-4. , The response waiting call queue 53 described above.
1 (that is, the order in which calls are received), and as shown schematically in FIG. 7B, the VIP call is placed before the non-VIP call in the response waiting call queue 531 (the first call). VI
In the case of a P call, the V
A receiving board 41- in which IP calls are vacant before non-VIP calls
i to receive the call.
Even if all reception boards 41-i are answering and waiting, the VIP call requires only a minimum waiting time.

VIP Call Response Waiting Notification Unit 53B-5 This VIP call response waiting notification unit (specific incoming call response waiting notification unit) 53B-5 registers and manages VIP calls in the response waiting call queue 531. That all reception desk 41-
i for notifying the reception desk 4
1-i is displayed on the display unit 412.
As a result, all the operators are in the waiting state.
It can recognize that an IP call exists.

Each of the units 53A and 53B (53B-1 to 53B-4) in the call control unit 5 shown in FIG.
Is not provided as hardware, and is realized by a CPU (Central Processing Unit) (not shown) or the like operating according to predetermined software (program). Hereinafter, the operation of the call center system 1 according to the present embodiment configured as described above will be described in detail.

First, in the call center system 1, the call control device 5 monitors whether there is an incoming call as shown in FIG. 3 (step S1). For example, a call from the caller 9 is sent to the PBX2. When a call arrives (in the case of YES in step S1), the call control device 5 executes the following incoming control process in cooperation with the caller information receiving device 5 and the database server 7 (step S2).

That is, the call control device 5 (call control unit 53)
By controlling the PBX 2, an incoming call from the caller is once connected to the caller information receiving device 3. Then, the sender information receiving apparatus 3 automatically sends a message prompting the sender 9 to input the sender identification information from the message sending unit 32. When the caller 9 who listens to this message inputs the caller identification information by operating the telephone, the caller identification information is received by the DTMF signal receiving section 33 as a DTMF signal and stored in the storage device 34.

The caller identification information is sent to the database server 7 via the LAN 6 via the LAN interface 35. The database server 7 determines whether the caller is a VIP customer or a non-VIP customer based on the received caller identification information, and sends the determination result to the call control device 5 (call control unit 53). I do. Call control unit 5
3, if the above determination result is a VIP call (YES in step S21), as shown in FIG.
Whether the reception desk 41-i is registered in the call response order table 501 (that is, the idle VIP call response reception desk 41
-I is present) (step S22).

As a result, the VIP call response order table 50
1, if the reception desk 41-i is registered, the call control unit 53
Determines the reception table 41-i registered as the VIP call first response reception table as the destination of the above-mentioned VIP call (from the YES route of step S22 to step S23), and the reception determined by the reception control unit 53B. Table 41-i with V
The PBX 2 is controlled so that an IP call is received, and the VIP call is received at the above-mentioned decision receiving board 41-i (step S).
24; Step A1) in FIG.

Then, the call control unit 53 deletes the registration of the reception desk 41-i registered as the VIP call first response reception desk in the VIP call response order table 501 by the VIP call response reception desk setting unit 53A. At the same time, if there is a subsequent registration as a VIP call response reception desk, the order of the reception desk 41-i is moved up, and the contents of the VIP call response ranking table 501 are updated (step S25).

On the other hand, if the incoming call is a non-VIP call (NO in step S21), or if the incoming call is a VIP call but there is no room in the VIP call response reception desk. (In the case of YES in step S21 and NO in step S22), the call control unit 53 refers to the non-VIP call response order table 502 and registers the non-VIP call response reception desk 41-i. It is confirmed whether or not there is a registration (step S26), and if there is a registration, the reception desk (non-VIP call first response reception desk) 41-i is set to a non-VIP call,
Alternatively, it is determined as the destination of the VIP call (from the YES route of step S26 to step S27).

Then, the call control unit 53
The non-VIP call reception control unit 53B-1 of B transmits the above-mentioned incoming call (non-VIP call / VIP) to the non-VIP call response reception desk 41-i determined as the destination of the incoming call as described above.
The PBX 2 is controlled so that the incoming call is received, and the incoming call is received by the non-VIP call response reception desk 41-i (step S).
28; Steps A2 and A3 in FIG. 5).

Thereafter, the call control unit 53 causes the VIP call response reception desk setting unit 53A to register the reception desk 41-i registered as the non-VIP call first response reception desk in the non-VIP call response order table 502. Is deleted, and if there is a subsequent registration as a non-VIP call answering reception desk, the order of the reception desk 41-i is raised, and the non-VIP call response reception desk is raised.
The contents of the call response order table 502 are updated (step S29).

By the way, when all the receiving boards 41-i are answering when there is an incoming call (that is, the receiving boards 41-i are not registered in any of the response order tables 501 and 502). In the case of (NO in step S26), the call control unit 53 sets the incoming call (VIP call /
The non-VIP call is registered in the response-waiting call queue 531 in the response-waiting queue management unit 53B-3 (step S3).
0).

However, at this time, the response waiting call queue 53
1 is a non-VIP call, the incoming call is registered as a non-VIP waiting call at the end of the response waiting call queue 531 as usual, and the registration target incoming call is a VIP call. , The VIP call is as shown in FIG.
As described above, the response waiting call queue control unit 53B-
4, the call is registered as a call that arrived before the non-VIP waiting call in the response waiting call queue 531.

As a result, the above-mentioned VIP waiting call will arrive at the reception desk 41-i as soon as the reception desk 41-i becomes available. In other words, the VIP call is connected to the desired reception desk 41-i in a minimum waiting time even if all the reception desks 41-i are in a response waiting state. When the VIP call is registered in the response waiting call queue 531 and the VIP call is managed in the response waiting call queue management unit 53B-3 (in the case of YES in step S31), the call control unit 53
Sends a notification to that effect to all the reception boards 41-i via the PBX 2 by the VIP call response waiting notification unit 53B-5 (step S32). Thus, the operators of all the reception boards 41-i can recognize that there is a waiting VIP call.

By the way, a certain incoming call (VIP call / non-VI call)
When the reception board 41-i, which was responding to the P call, becomes idle due to the line disconnection and the call control unit 53 is notified of the line disconnection information (in the case of YES in step S3 shown in FIG. 3), Call control unit 53 (VIP call response reception desk setting unit 53
A) First, it is checked whether or not the reception boards 41-i in the response waiting state (vacant state) for the number (m) set in advance in the VIP call response order table 501 are already registered (step S4). ).

As a result, if m empty reception desks 41-i are not registered as VIP call response reception desks, the call control unit 53 (VIP call response reception desk setting unit 53A) becomes empty. The reception table 41-i is additionally registered in the VIP call response order table 501 to update the VIP call response order table 501 (NO route from step S4 to step S5; step A4 in FIG. 5).

On the other hand, m empty reception desks 41-i are VI
If it is already registered as the P call response reception desk, the call control unit 53 (VIP call response reception desk setting unit 53A) will call the oldest registration (VIP
At the end of the non-VIP call response ranking table 502, the call first response reception desk 41-i) is slide-registered as the non-VIP call response reception desk 41-i, and the empty reception desk 41-i is VIP-registered. It is registered at the end of the response order table 501 (as a VIP call m-th response reception desk), and the respective response order tables 501 and 502 are updated respectively (from the YES route of step S4 to step S6; steps A5 and A6 in FIG. 5). ).

As described above, the call control unit 5 of the present embodiment
No. 3 is to temporarily register the vacant reception desk 41-i in the VIP call response order table 501 irrespective of the call type (VIP call / non-VIP call) of the incoming call which has been responding so far. , The reception board 41-i that is always vacant
In turn as a VIP call response reception desk 41-i for a predetermined number.

Here, the response order tables 501 and 5
FIG.
This will be described more specifically with reference to FIG. Here, for the sake of convenience, a case where m = 1, that is, the case where the number of VIP call response reception desks 41-i is one is taken as an example. In FIG. 6, the receiving boards 41-1 to 41-n are respectively described as "receiving boards 1 to n".

First, for example, as shown in FIG.
The receiving board 41-2 is registered as a VIP call response receiving board in the IP response ranking table 502, and the receiving board 4 is registered as a non-VIP call response receiving board in the non-VIP response ranking table 502.
In the state 550-1 in which 1-1 is registered, a new VI
Assume that a P call has arrived. Then, the reception desk 41-2 answers this VIP call, and the response order tables 501 and 5 respond.
02 changes to the state 551-1. That is, in this state 551-1, the VIP call response order table 50
No. 1 reception desk 41-i is not registered.

In this state 551-1, another VI
When a P call arrives, the VIP call response order table 501
Is not registered in the non-VIP call response order table 502, but the non-VIP call response reception table 41-1 is not registered in the non-VIP call response order table 502. Response, and as a result, each response ranking table 5
The registration states of 01 and 502 transition to state 552-1.

Further, in this state 552-1, when another VIP call is received, each response order table 50
1 and 502, the reception table 41-i is not registered, so that the VIP call is stored in the response waiting call queue 531 in the non-VI
The call will be registered as a call that arrived before the P call. Next, in the initial state 550-1 shown in FIG. 6, when there is a non-VIP incoming call, since the non-VIP call response reception table 41-1 is registered in the non-VIP call response order table 502, this non-VIP The call response reception desk 41-1 answers the above-mentioned non-VIP call.
The registration states of 01 and 502 transit to a state 551-2.

In this state 551-2, the non-VIP
When the call arrives, in this case, although the VIP call response reception table 41-2 is registered in the VIP call response order table 501,
Since the non-VIP call response reception table 41-i is not registered in the non-VIP call response order table 502, an incoming call (non-VIP call)
Enters the end of the call queue 531 waiting for a response. At this time, there is no change in the registered state of each of the response order tables 501 and 502, and the state becomes the state 552-2.

Next, in the initial state 550-1 shown in FIG. 6, for example, the reception desk 41-3 responding to the VIP call.
Becomes empty due to disconnection of the call, state 551
-3, and the vacant reception desk 41-3 becomes VIP
The reception desk 41-2 registered in the call response order table 501 and already registered is slid from the VIP call response order table 501 and registered in the non-VIP call response order table 502.

On the other hand, in the initial state 550-1 shown in FIG. 6, for example, the reception board 41-
If the call 4 becomes idle due to the disconnection of the call, the state 55
1-4 and the vacant reception desk 41-4 becomes VI
The reception board 41-2 that has been registered in the P-call response ranking table 501 and that has already been registered also has the VI
Non-VIP by sliding from P call response ranking table 501
It is registered in the call response order table 502.

As described above, according to this embodiment, any of the n receiving terminals 41-
By sequentially registering i in the VIP call response order table 501, m reception desks 41-i can always receive V
Since it is secured as a VIP response reception desk that responds to an IP call, it is not necessary to perform complicated setting control such as which empty reception desk 41-i is set to which response order, and the VIP call can be answered by simple control. The probability of the waiting state can be suppressed to a minimum, and the serviceability of the reception work for the customer can be greatly improved while simplifying the system 1 (incoming call control).

Further, in this case, the reception board 41-i which is in an empty state becomes a VIP call response reception board, and therefore, the reception board 41-i which becomes the VIP call reception board in the reception board group 4.
Is not fixed, and the reception desk 41 becomes empty.
It changes dynamically each time i occurs. Therefore, VIP calls do not concentrate on a specific reception desk 41-i.
Effective utilization of reception desk resources and operator personnel can be achieved.

Further, in the present embodiment, even if all the VIP call response reception desks 41-i are responding, if there is a vacancy in the non-VIP call response reception desk 41-i, the non-VIP call response reception desk 41-i is available. Since i answers the VIP call, the VI
It is possible to reduce the probability that the P call will be in the response waiting state. Also, when all the reception boards 41-i are responding,
Even when a VIP call arrives, the VIP call is registered in the response waiting call queue 531 as a call that arrived before the non-VIP call, and thereafter, as soon as the reception desk 41-i becomes free, the reception desk 41-i is activated. By responding to the VIP call, the waiting time of the VIP call can be minimized, and the serviceability can be further improved.

Further, the reception desk 41-i registered as a VIP call / non-VIP call response reception desk is notified of the fact, so that the operator can check the current registration status of the reception desk 41-i in charge of the operator. It is possible to grasp in real time, for example, it is possible to know in advance that the reception desk 41-i in charge of itself is registered as a VIP call response reception desk and that the next incoming call is a VIP call. Therefore, a smoother response (reception work; response work) can be performed as compared with the case where the above notification is not performed.

The VIP call is sent to the response waiting call queue 531.
Is registered and is in a waiting state, the fact is notified to all the reception boards 41-i.
The reception work can be performed while being aware that the IP call is in a waiting state, and a quick response to a VIP waiting call can be taken. In the above-described embodiment, when all the reception boards 41-i are responding, V
When an IP call arrives, the VIP call will always be non-VI
The call is registered in the waiting call queue 531 as a call arriving before the P call.
The latency of an IP call can be very long. In such a case, for example, by interrupt-registering a VIP waiting call at random between non-VIP waiting calls, it is possible to reduce the influence of the interruption of the VIP waiting call.

In the above-described example, one waiting call queue 531 is stored in the response waiting call queue management unit 53B-3.
Manages the order of arrival of all incoming calls waiting for a response. For example, as schematically shown in FIG. 8, a waiting queue 531A for VIP calls and a waiting queue 531B for non-VIP calls (general calls). May be provided to manage the order of each incoming call for VIP calls and general calls.

In this case, for example, as shown in FIG. 9, the call waiting control unit 5 in the incoming call control unit 53B
Instead of 3B-4, a response-waiting call queue management unit 53B-
While the response waiting VIP call is being managed in 3,
By providing a VIP waiting call priority control section (response waiting specific incoming call priority control means) 53B-6 for giving priority to the response waiting VIP call to the idle reception desk 41-i, the following is achieved. Call control is possible.

That is, the waiting call queue 531A for the VIP call
If there is at least one VIP call registered, as soon as the reception board 41-i becomes free, a VIP waiting call is received at the reception board 41-i, and no VIP call is registered in the waiting call queue 531A for the VIP call. If the general call is registered in the general call waiting queue 531B, the general non-VIP call response reception desk 41-i can receive the general waiting call as soon as the non-VIP call response reception desk 41-i becomes available. it can.

As described above, similarly to the case where the order of arrival of waiting calls in one waiting queue 531 is controlled as described above, the waiting time of a VIP call can be minimized. Since it is not necessary to control a VIP waiting call to be interrupted before or during a general waiting call, priority incoming call control of a VIP waiting call can be realized with simpler control.

(B) Description of First Modification In the above-described embodiment, the receiving board 41-
i is the call control unit 53 (the VIP call response reception desk setting unit 53
According to A), the VIP call response order table 50 is unconditionally set.
1 has been described, for example, as shown in FIGS. 10 and 11, the VIP call response reception desk setting unit 53A
In addition, a reception desk registration table determination unit 510 may be provided so that the registration destination of the empty reception desk 41-i is allocated to one of the response order tables 501 and 502 according to a predetermined condition.

Here, the receiving board registration table determining section 5
Various methods are conceivable as to how to assign the registration destination of the vacant reception board 41-i according to 10. That is, for example, the reception desk 41-i that has responded to the VIP call in the previous response is registered in the non-VIP call response order table 502, and the reception desk 41-i that has responded to the general call in the previous response is the VIP. For example, the registration destination may be changed according to the type of the incoming call that has been answered last time, such as registration in the call response order table 501, or the number of times that the reception desk 41-i has answered the VIP call and the general call. May be managed, and the registration destination may be changed so as to answer both calls equally.

In addition, the number of incoming VIP calls is monitored, and
When the number of incoming VIP calls is large, the empty reception desk 41-i is registered in the VIP call response order table 501 with priority, and conversely, when the number of incoming VIP calls is small, the empty reception desk 41-i is registered.
-I may be registered in the non-VIP call response order table 502. The operation other than the assignment of the empty reception desk 41-i to the registration destination is the same as that of the above-described embodiment. That is, regardless of which method is adopted, basically, as in the above-described embodiment, an operation is performed so as to secure a predetermined number (m) of VIP call response reception desks 41-i set in advance. .

As described above, the receiving board registration table determining section 5
10, according to predetermined conditions, the empty reception desk 41-i
Is assigned to any of the response order tables 501 and 502, the incoming call control with emphasis on the averaging of the incoming call amount to the reception desk 41-i (that is, the effective use of the reception desk resources and the operator human resources) can be performed. In addition, flexible control according to the situation, such as incoming call control that emphasizes the actual amount of incoming calls, is possible.

The above-mentioned reception desk registration table determination section 5
In 10, as a predetermined condition, the empty reception desk 41-i
Corresponds to the above-described embodiment when a condition is set that the information is always registered in the VIP call response order table 501. (C) Description of Second Modification In the above-described embodiment, reception desk response order management information 500
And the VIP call response order table 501 and the non-VI
The registration of the VIP call response reception desk 41-i and the non-VIP call response reception desk 41-i is managed by a separate table called the P call response ranking table 502, for example, as shown in FIG.
As shown in (1), it is also possible to manage both the VIP call / non-VIP call response reception desk 41-i by using one call response order table 512.

That is, in this case, the call control unit 53 registers the idle reception desks 41-i as the first to n-th response reception desks from the top of the call response order table 512 in the empty order. When there are m + 1 or more reception boards 41-i, the first response reception board 41-i receives the incoming call regardless of whether the incoming call is a VIP call or a non-VIP call, and the registration reception board If 41-i is less than m, the incoming call is V
In the case of an IP call, the first response reception desk 41-i receives the VIP call, but in the case of a non-VIP call, the first response reception desk 41-i does not receive the VIP call but registers it in the response waiting call queue 531 (or 531B).

That is, in a state where the number of reception desks 41-i exceeding a predetermined number (m) is registered in the call response order table 512, an arbitrary empty reception desk 41-i is irrespective of the VIP call / non-VIP call. The incoming call is answered, but the vacant reception desk 4
When there are only m or less registrations of 1-i, all of the registration reception desks 41-i located in the VIP call response reception desk area 511 automatically become VIP call response reception desks, and respond only to VIP calls. It becomes.

In this case, also, the reception desk (first response reception desk) 41-i that has answered the incoming call (the incoming call has been received).
Is deleted from the call response ranking table 512, and the second response reception desk 41-i is replaced with the first response reception desk 41-i and the third response reception desk 41-i.
The response reception table 41-i is called the second response reception table 41-i, and the response order of the subsequent registration reception tables 41-i is moved up.

As described above, also in this modification, at least m
Since the available reception desk 41-i is automatically secured as a VIP call response reception desk, there is no empty reception desk 41-i when a VIP call arrives, and the VIP call is kept waiting. Can be reduced as much as possible.
Also in this case, the reception desk 41-i registered as the VIP call response reception desk is not fixed, and the empty reception desk 41-i is not fixed.
Each time occurs, the reception desk 41-i dedicated to the VIP call dynamically changes within the reception desk group 4, so that the reception desk resources and the operator human resources can be effectively used.

(D) Description of Third Modification In the above-described embodiment, the information (customer ID, credit card number, etc.) input by the customer as the caller identification information is received by the caller information receiving device 3. By doing so, the caller 9 is specified. However, the caller 9 may be specified by using so-called caller number information provided from the public network 8 as caller identification information.

In this case, for example, as shown in FIG. 13, the caller information receiving device 3 becomes unnecessary, and the caller number information notified from the caller 9 is transmitted to the call control device 5 via the PBX 2.
(PBX interface unit 51, call information transmitting / receiving unit 52,
The data is stored in the storage device 55 via the call control unit 53) and sent from the LAN interface unit 54 to the database server 7 via the LAN 6.

Then, in the database server 7, the incoming call identification unit 71 makes the caller 9 based on the caller number information.
Is determined to be an important customer or a general customer to determine whether the incoming call is a VIP call or a non-VIP call, and the result of the determination is sent to the call control device 5 (call control unit 53). Thereafter, in the same manner as in the above-described embodiment (or in the first and second modified examples), the call control unit 53 causes the reception table 41- according to the above-described determination result (the VIP call / non-VIP call) to be performed. i
Incoming call control to each of the response order tables 501 and 502
(Or, it is executed based on the call response order table 512).

As described above, in the present modified example, the configuration of the call center system 1 (the incoming call control device 11) is compared with the configuration shown in FIG. 1 by using the caller number information as the caller identification information. Can be simplified, which greatly contributes to size reduction and cost reduction. (E) Fourth Modified Example FIG. 14 is a block diagram showing a fourth modified example of the call center system shown in FIG. 1. The call center system 1 shown in FIG. 14 is the third modified example described above with reference to FIG. Based on the system configuration described above, the database server 7 is provided in the PBX 2 and the function as the external call control device 5 is provided in the database server 7.

The database server 7 is provided with the incoming call identification section 71, and stores the caller identification data 108 and the reception desk response order management information 500. Data 108;
By comparing the incoming call identification unit 71 with the caller number information as the caller identification information of the caller 9 notified from the public network 8, the incoming call from the caller 9 is a VIP call or a non-VIP call. Is identified.

Thereafter, the database server 7
In the same manner as in the above-described embodiment (or the first and second modified examples), the reception desk response order management information 500
The incoming calls are sorted based on the (response rank tables 501 and 502 or the call response rank table 512). As described above, in the present modification, the PBX 2 is provided with the functions of the above-described call control device 5 and database server 7, so that the configuration of the call center system 1 can be further simplified, and its scale can be reduced. Greatly contributes to cost reduction and cost reduction.

In this modification, since the system configuration of the third modification is premised, the sender information receiving device 3 is not required. However, as a matter of course, the same as in the above-described embodiment. When the input information of the customer is used as the caller identification information, the caller information receiving device 3 needs to be provided. In this case, the sender information receiving device 3 may be externally attached to the PBX 2 as shown in FIG. 1, or the PBX 2 (database server 7) may have its function.

The present invention is not limited to the above-described embodiment and each modified example, and can be implemented with various modifications without departing from the gist of the present invention. For example, in the above-described example, m units are sequentially registered as VIP call first to m-th response reception units from the reception unit 41-i in the empty state. Need not necessarily be in the order in which they became empty, and can be changed as appropriate.

The "specific incoming call" in the above-mentioned example does not necessarily have to be an incoming call from an important customer. Needless to say, an incoming call defined by the maintainer of the call center system 1 as "specific". It may be a call. (F) Supplementary Note (Supplementary Note 1) Arbitrary m of n reception terminals that are idle (where n and m are natural numbers satisfying n> m)
Can be set as a specific incoming call accepting terminal that should respond to a specific incoming call, incoming call identifying terminal setting means for identifying whether the incoming call is a specific incoming call, When the call identification means determines that the incoming call is a specific incoming call, the incoming call control means causes the incoming call to be received by the specific incoming call receiving terminal. Control device.

(Supplementary Note 2) The specific incoming call receiving terminal setting means is configured to set m terminals as the specific incoming call receiving terminal in order from the idle receiving terminal. 2. The incoming call control device according to claim 1, wherein (Supplementary Note 3) The incoming call control means may determine that there is a non-specific incoming call accepting terminal other than the specific incoming call accepting terminal that is in an idle state when all of the specific incoming call accepting terminals are answering. 3. The incoming call control device according to claim 1, further comprising a non-specific incoming call receiving terminal receiving means for receiving the specific incoming call to the receiving terminal.

(Supplementary Note 4) The incoming call control means notifies the receiving terminal set as the specific incoming call receiving terminal by the specific incoming call receiving terminal setting means of the specific incoming call reception. 4. The incoming call control device according to claim 1, further comprising a terminal setting notifying unit.

(Supplementary note 5) The incoming call control means manages the order of incoming calls for all incoming calls waiting for a response, and the incoming call management means for receiving the specific incoming call when all reception terminals are answering. Answering incoming call control means for controlling the order of the incoming calls in the answering incoming call management means so that the incoming call is a call to be received at an empty reception desk before the non-specific incoming call. Appendix 1 characterized by the following:
The incoming call control device according to any one of claims 1 to 4.

(Supplementary Note 6) The incoming call management means is configured to be able to individually manage the incoming call order of a specific incoming call waiting for a response and the incoming call order of an incoming call other than the specific incoming call. And the receiving terminal, which is placed in an idle state by giving priority to the specific incoming call waiting for a response while the incoming control means is managing the specific incoming call waiting for a response in the incoming call managing means. 6. The incoming call control device according to claim 5, further comprising a response waiting specific incoming call priority control means for receiving an incoming call.

(Supplementary Note 7) The incoming call control means includes a specific incoming call response waiting notifying means for notifying all reception boards that the specific incoming call is managed by the incoming call managing means. The incoming call control device according to claim 5 or 6, wherein the incoming call control device is characterized in that: (Supplementary Note 8) Arbitrary m of n reception terminals that are idle (where n and m are natural numbers satisfying n> m)
Is set as a specific incoming call receiving terminal that should respond to a specific incoming call, and when the specific incoming call is received, the incoming call is received by the specific incoming call receiving terminal. Call control method.

(Supplementary note 9) The incoming call control method according to Supplementary note 8, wherein m reception terminals are set as the specific incoming call reception terminals in order from the reception terminal that becomes idle first. (Supplementary Note 10) When all of the specific incoming call receiving terminals are answering, it is requested that the specific incoming call be terminated at an idle non-specific incoming call receiving terminal other than the specific incoming call receiving terminal. The incoming call control method according to claim 8 or 9, wherein the incoming call control method is characterized in that:

(Supplementary note 11) The incoming call control method according to any one of Supplementary notes 8 to 10, wherein the receiving terminal set as the specific incoming call receiving terminal is notified of the fact. . (Supplementary Note 12) When the specific incoming call is received while all the receiving terminals are answering, the incoming call is managed as an incoming call to be received by an empty receiving terminal before the non-specific incoming call. The incoming call control method according to any one of Supplementary Notes 8 to 11, characterized in that:

(Supplementary Note 13) The incoming call order of a specific incoming call waiting for a response and the incoming call order of an incoming call other than the specific incoming call are separately managed, and the specific incoming call waiting for a response is assigned to the incoming call. 12. The incoming call control according to any one of Supplementary notes 8 to 11, wherein during the management, the specific incoming call waiting for the answer is preferentially received by the receiving terminal that has become idle. Method.

(Supplementary note 14) The incoming call control method according to Supplementary note 12 or 13, further comprising notifying all reception desks that the specific incoming call waiting for the response is being managed. (Supplementary Note 15) In an incoming call control device that receives an incoming call to one of a plurality of receiving terminals, a specific incoming call receiving terminal to receive a specific incoming call is set in a receiving terminal group including the plurality of receiving terminals. An incoming call control device comprising means for changing.

[0092]

As described in detail above, according to the present invention,
Any m of the n reception terminals that are in an empty state,
Since the receiving terminal for the specific incoming call that should respond to the specific call is always secured, the probability that all the receiving terminals are answering and the specific incoming call is in a waiting state for answering is minimized. . Also, at this time, since the reception terminal that has become idle becomes the reception terminal for specific incoming calls, the reception terminal that becomes the reception terminal for specific reception calls within the reception terminal group is appropriately changed (not fixed). Therefore, the serviceability of the answering service for incoming calls is greatly improved,
It is possible to effectively use the resources of the reception terminal (the claims 1, 4, 5).

Here, in the present invention, m reception terminals may be set in order from the reception terminals that have become idle as the reception terminal for the specific incoming call.
With a simple control, a desired number of reception terminals can be secured as reception terminals for specific incoming calls, which greatly contributes to simplification of the incoming call control (claim 2). In addition, when all of the above-mentioned specific incoming call receiving terminals are answering, a specific incoming call can be made to arrive at an idle non-specific incoming call receiving terminal other than the specific incoming call receiving terminal. In addition, the probability that a specific incoming call will be in a response waiting state is further reduced, and the serviceability of the answering service for the specific incoming call is further improved (claim 3).

[Brief description of the drawings]

FIG. 1 is a block diagram showing a call center system to which an incoming call control device as one embodiment of the present invention is applied.

FIG. 2 is a block diagram illustrating a configuration focusing on a call control unit illustrated in FIG. 1;

FIG. 3 is a flowchart for explaining an operation (incoming call control) of the call center system shown in FIG. 1;

FIG. 4 is a flowchart for explaining an operation (incoming call control) of the call center system shown in FIG. 1;

FIG. 5 is a schematic diagram for explaining an operation (incoming call control) of the call center system shown in FIG. 1;

FIG. 6 is a schematic diagram for explaining an operation (table state transition) of the call center system shown in FIG. 1;

FIGS. 7A and 7B are schematic diagrams for explaining waiting call management and control of the present embodiment.

FIG. 8 is a schematic diagram for explaining another waiting call management and control according to the embodiment.

FIG. 9 is a block diagram illustrating a configuration of a call control unit that implements the waiting call management and control illustrated in FIG. 8;

FIG. 10 is a block diagram showing a first modification of the present embodiment.

FIG. 11 is a schematic diagram for explaining an operation of a first modification of the present embodiment.

FIG. 12 is a schematic diagram for explaining an operation of a second modification of the present embodiment.

FIG. 13 is a block diagram showing a configuration of a call center system as a third modification of the present embodiment.

FIG. 14 is a block diagram showing a configuration of a call center system as a fourth modification of the embodiment.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Call center system 2 Private branch exchange (PBX) 3 Sender information receiving device 4 Reception desk group 5 Call control device 6 Network (LAN) 7 Database server 8 Public network 9 Subscriber terminal 11 Incoming call control device 31, 51 PBX interface unit 32 Message sending unit 33 DTMF signal receiving unit 34, 55 Storage device 35, 54 LAN interface unit 41-1 to 41-n reception desk (reception terminal) 52 call information transmission / reception unit 53 call control unit 53A VIP call response reception desk setting unit 53B Incoming call control unit 53B-1 Non-VIP call incoming call control unit 53B-2 VIP call setting notifying unit 53B-3 Answering call queue managing unit 53B-4 Answering call queue controlling unit 53B-5 VIP call answering waiting notifying unit 53B- 6 VIP waiting call priority control unit 71 Incoming call identification unit 108 Caller identification Data 411 Control unit 412 Display unit 500 Reception desk response order management information 501 VIP call response order table 502 Non-VIP call response order table 510 Reception desk registration table determination unit 511 VIP call response reception area 512 Call response order table 531 Waiting queue 531A Waiting call queue for VIP calls 531B Waiting queue for non-VIP calls (general calls)

Claims (5)

[Claims] 1. A method according to claim 1, wherein any of m receiving terminals (n, m are natural numbers satisfying n> m) among the n receiving terminals is used for a specific incoming call to be answered to a specific incoming call. Receiving terminal setting means for a specific incoming call, which can be set as a receiving terminal; incoming call identifying means for identifying whether the incoming call is a specific incoming call; and the incoming call identifying means being the specific incoming call And an incoming call control unit for receiving the incoming call to the specific incoming call receiving terminal. 2. The specific incoming call receiving terminal setting means is configured to sequentially set m units as the specific incoming call receiving terminal from the idle receiving terminals in order. The incoming call control device according to claim 1. 3. The non-specific incoming call accepting terminal other than the specific incoming call accepting terminal has an empty accepting terminal when all of the specific incoming call accepting terminals are answering. Then, a non-specific incoming call receiving terminal receiving means for receiving the specific incoming call to the receiving terminal is provided.
An incoming call control device according to claim 1. 4. A method in which an arbitrary number of m receiving terminals out of n receiving terminals (where n and m are natural numbers satisfying n> m) are used for a specific incoming call to be answered to a specific incoming call. An incoming call control method, wherein the incoming call is set as a receiving terminal, and when a specific incoming call is received, the incoming call is received by the specific incoming call receiving terminal. 5. An incoming call control device for receiving an incoming call to one of a plurality of receiving terminals, wherein a receiving terminal for a specific incoming call to receive a specific incoming call is a receiving terminal group including the plurality of receiving terminals. An incoming call control device, characterized in that it has a means for changing within.