JP2005340912A - Incoming call distribution system, incoming call distribution method, and incoming call distribution control unit - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an incoming call distribution system, an incoming call distribution method, and an incoming call distribution control unit capable of enhancing a reply rate of a call center. <P>SOLUTION: The distribution control unit for controlling an incoming call distribution unit for distributing incoming calls from a communication line to any of a plurality of opposite party terminals stores identification information of the operator terminals, information denoting whether or not an incoming call is awaited, and reply propriety information to an operator management table in cross-reference with each other, sets the incoming call distribution unit to select operator terminals awaiting the arrival of incoming calls as distribution destinations, acquires the number of the operator terminals awaiting the incoming calls, selects the operator terminals the acceptance of incoming calls of which is permitted among the operator terminals not awaiting the distribution of incoming calls when the acquired number of the terminals is smaller than a prescribed threshold value, transmits a wait instruction message for instructing the selected operator terminals to await the distribution of incoming calls to the selected operator terminals, and the operator terminals receive the wait instruction message and informs operators about the reception of the wait instruction message. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to an incoming call distribution system, an incoming call distribution method, and an incoming call distribution control device.

In order to respond to inquiries and orders from customers, many companies operate call center systems. In the call center system, a plurality of operators are waiting for an incoming call. ACD (Automatic Call Distribution) is known as a device that distributes incoming calls in a call center to a plurality of operators.
JP 2004-23175 A

  In recent years, operators have come to respond to FAX, electronic mail, and the like. Further, in addition to answering a call from a customer, the operator may perform an outbound operation for making a call to a customer or a prospective customer, or a survey of information provided to the customer. In order to operate the call center efficiently, it may be possible to perform other tasks while the operator is waiting for an incoming call. However, if too many operators are allocated to other tasks, when the number of incoming calls increases, there will be no operators as call distribution destinations, and the call center response rate will decrease.

  The present invention has been made in view of such a background, and an object of the present invention is to provide an incoming call distribution system, an incoming call distribution method, and an incoming call distribution control device capable of improving the response rate of a call center. And

  A main invention of the present invention for solving the above problems is an incoming call distribution system, which distributes an incoming call from a communication line to any of a plurality of operator terminals operated by an operator; A distribution control device for controlling the incoming call distribution device, the distribution control device is connected to be able to communicate with each of the operator terminals, the identification information of the operator terminal and the operator terminal With reference to the operator management table that stores information in association with information indicating whether or not the operator terminal is allowed to accept incoming calls, and referring to the operator management table, A distribution destination selection unit for selecting the operator terminal waiting for an incoming call, and the selected operator terminal as a distribution destination of the incoming call. A distribution setting unit for setting the incoming call distribution device, a distributable terminal number acquisition unit for acquiring the number of terminals of the operator terminal waiting for an incoming call from the operator management table, and the acquired number of terminals A delivery destination candidate selection unit that selects, from the operator management table, one that is permitted to accept an incoming call from among the operator terminals that are not waiting for delivery of the incoming call when the number is smaller than a predetermined threshold. And a standby instruction message transmission unit that transmits a standby instruction message that is a message indicating that each of the selected operator terminals is instructed to wait for delivery of the incoming call, and the operator terminal A standby instruction message receiving unit that receives the standby instruction message transmitted from the distribution control device, and the standby instruction message. The fact of reception of the di and be provided with a standby instruction notification unit which notifies the operator.

  According to the present invention, it is possible to provide an incoming call distribution system, an incoming call distribution method, and an incoming call distribution control device that can improve the response rate of a call center.

=== System configuration ===
FIG. 1 is a diagram illustrating an outline of a call center system 1 according to the present embodiment. As shown in FIG. 1, the call center system 1 is a so-called distributed call center system including a plurality of call centers 10. Each call center 10 is constructed at a different place (site). Each call center 10 mainly performs inbound operations such as customer service as a product purchase window and customer support as a product help desk.

  Each of the call center 1 (10) and the call center 2 (10) includes a PBX (Private Branch eXchange) 20, a PBX management device 100 for managing PBX, an IVR (Interactive Voice Response) device 30, a call center. 10, an operation management apparatus 200 that manages the entire system, an operator terminal 400 that is operated by an operator corresponding to an incoming call, a supervisor terminal 300 that is operated by a supervisor that manages the operator, and an education support system 500 that provides content related to operator education Is installed. In FIG. 1, the structure of the call center 2 (10) is omitted, but the structure is the same as that of the call center 1 (10). In FIG. 1, the call center system 1 is displayed so as to be composed of two call centers 10, but may be composed of three or more call centers 10.

  Each of the PBX management device 100, the IVR device 30, the supervisor terminal 300, the operator terminal 400, and the education support system 500 is connected to the LAN 40 and can communicate with each other via the LAN 40. In addition, the IVR device 30, the supervisor terminal 300, and the operator terminal 400 are connected to the PBX 20 via a telephone line 50, respectively.

  The PBX 20 is a private branch exchange that controls a line that distributes an incoming call from an external line (communication line) such as a public telephone line to the IVR device 30, the supervisor terminal 300, the operator terminal 400, and the like. The PBX 20 is also called PABX (Private Automatic Branch eXchange). The PBX 20 also performs extension connection control via the telephone line 50 in the call center 10.

  The IVR device 30 is an automatic response device that reproduces a pre-recorded voice, receives a DTMF (Dial Tone Multi Frequency) signal input from a customer via a push phone, and performs processing according to the input DTMF signal. The IVR device 30 may analyze the customer's speech by voice recognition. For example, the IVR device 30 reproduces a voice expressing the contents of the question to the customer, and notifies the PBX management device 100 so as to distribute the incoming call from the customer to an appropriate operator. Moreover, the IVR apparatus 30 can also guide other outside line numbers, for example. In this case, the IVR device 30 can output a guidance number as a voice signal by voice synthesis or the like.

  The operator terminal 400 is a computer such as a personal computer or a workstation operated by an operator corresponding to a call distributed from the PBX 20. The supervisor terminal 300 is a computer such as a personal computer or a workstation operated by an operator or a supervisor who manages the call center 10. The supervisor terminal 300 and the operator terminal 400 include a telephone connected to the telephone line 50, and the operator and the supervisor respond to calls distributed from the PBX 20 using the telephone.

  The PBX management apparatus 100 is a computer such as a personal computer or a workstation that controls the PBX 20. For example, the PBX management apparatus 100 sets the number of the extension or external line to which the PBX 20 distributes incoming calls.

  The operation management apparatus 200 is a computer such as a personal computer or a workstation that manages the call center 10. The operation management apparatus 200 performs processing such as control of the PBX management apparatus 100 and transmission of messages to the supervisor terminal 300 and the operator terminal 400. For example, for the PBX management apparatus 100, the operation management apparatus 200 sets the extension number assigned to the operator terminal 400 that is the distribution destination of the incoming call in the PBX management apparatus 100.

  The operation management apparatus 200 is connected to another operation management apparatus 200 installed in another call center 10 via a WAN (Wide Area Network) 60. The WAN 60 is a communication network in which communication according to the TCP / IP protocol is performed. As the WAN 60, for example, a communication line such as the Internet, a public telephone line, or an ATM (Asynchronous Transfer Mode) network is used. The operation management apparatus 200 controls the PBX management apparatus 100 so that a call that arrives at the PBX 20 is transferred to another call center 10 according to the operating status of the call center 10.

=== PBX Management Device 100 ===
FIG. 2 is a diagram for explaining the configuration of the PBX management apparatus 100. As illustrated in FIG. 2, the PBX management apparatus 100 includes a CPU 101, a memory 102, a storage device 103, a communication interface unit 104, and a control interface unit 105.

  The storage device 103 is a storage device such as a magnetic disk device such as a hard disk drive, a magneto-optical disk device such as an MO (Magneto Optical disk), a flash disk, or an NVRAM (Non Volatile RAM). The storage device 103 may be built in the PBX management device 100 as shown in FIG. 2 or may be separate from the PBX management device 100.

  The CPU 101 controls the entire PBX management apparatus 100. The CPU 101 implements various functions such as a so-called ACD (Automatic Call Distribution) function for setting a transfer destination of an incoming call to the PBX 20 by executing a program stored in the memory 102.

  The memory 102 stores programs and data executed by the CPU 101. As shown in FIG. 2, the memory 102 stores a transfer request program 131, an incoming call priority program 132, another processing program 133, and a transfer permission program 134. The memory 102 also stores a program (not shown) for controlling the PBX 20.

  The transfer program 131 is a program for controlling the PBX 20 to transfer an incoming call to the PBX 20 of another call center 10.

The incoming call priority program 132 is a program for controlling the PBX 20 to give priority to incoming calls over outgoing calls.
For example, when the PBX management apparatus 100 is also configured to receive emails and faxes, the other processing program 133 delivers the received fax image and email data to the operator terminal 400. This is a program for distributing data other than incoming calls from outside lines to the operator terminal 400.
The transfer call reception program 134 is a program for controlling the PBX 20 so as to receive a transfer call from the PBX 20 of another call center 10.

  The above program stored in the memory 102 may be stored in the storage device 103. In that case, the CPU 101 reads the program from the storage device 103 into the memory 102 and executes the program read into the memory 102.

  FIG. 3 is a functional block diagram of the PBX management apparatus 100. The PBX management apparatus 100 includes a PBX distribution control unit 111, a distribution destination setting command receiving unit 112, an IVR transfer destination setting unit 113, a distribution destination setting unit 114, an operation setting command receiving unit 115, a program execution unit 116, and a PBX management database 117. I have. The PBX management database 117 stores a call status management table 600 for managing the call status for each extension number as a call distribution destination.

The PBX distribution control unit 111 performs so-called ACD that distributes an incoming call to any of the operator terminals 400 set in advance. The operator terminal 400 to be distributed is an operator terminal 400 corresponding to an extension number registered in a call status management table 600 described later.
The distribution destination setting command receiving unit 112 receives, from the operation management apparatus 200, a distribution destination setting command that is a command for setting an extension or external line number to which the PBX 20 distributes incoming calls.
The IVR transfer destination setting unit 113 sets, in the IVR device 30, an extension number or an external line number to which the IVR device 30 transfers a call or a guidance destination for number guidance according to a DTMF sound or the like. In response to the reception of the distribution destination setting command, the IVR transfer destination setting unit 113 transmits, for example, a transfer destination setting command in which an extension number or an external line number to be a transfer destination is set to the IVR device 30 through the LAN 40, so that IVR The apparatus 30 is set.

The distribution destination setting unit 114 registers the extension number to be a distribution destination specified in the distribution destination setting command received by the distribution destination setting command receiving unit 112 in the call status management table 600. When the distribution destination setting command receiving unit 112 receives a distribution destination setting command in which the external line number is specified as the distribution destination, the distribution destination setting unit 114 does not register the transfer destination in the call status management table 600, and the IVR transfer destination setting unit 114 sets a transfer destination for the IVR device 30. Note that the distribution destination setting unit 114 may also manage the outside line number as the transfer destination in the call status management table 600.
The operation setting command receiving unit 115 receives an operation setting command that is transmitted from the operation management apparatus 200 and includes operation setting information that is information for specifying how to distribute a call. Details of the operation setting information will be described later.
The program execution unit 116 is stored in the memory 102 such as the transfer program 131, the incoming call priority program 132, the other processing program 133, and the transfer call reception program 134 described above according to the operation setting information attached to the operation setting command. Run the program.

=== Call Status Management Table 600 ===
FIG. 4 is a diagram illustrating a configuration example of the call status management table 600.

  The call status management table is a table for managing extension numbers to which incoming calls from external lines are distributed. The call status management table 600 includes a process ID column 601, an extension number column 602, a call status column 603, a PBX input terminal number column 604, and a state change time column 605.

In the ID column 601, a control processing ID that is a value assigned each time the PBX management apparatus 100 performs control on the PBX 20 is set.
In the extension number column 602, an extension number to which an incoming call from an outside line is distributed is set.
In the call status column 603, information indicating whether or not a call for the extension number is in a call is set. In the call status column 603, for example, “busy”, “standby”, “post-processing”, “failed”, and the like are set.
In the PBX input terminal number field 604, when the operator terminal 400 corresponding to the extension number is busy, a PBX input terminal number that is a number for identifying the terminal of the PBX 20 to which the call distributed to the extension number is set is set. Is done.
In the state change time column 605, a time when the PBX management apparatus 100 performs control on the PBX 20 is set.
When a call arrives at the PBX 20, the PBX management device 100 refers to the call status management table 600 and distributes the call to the extension number for which “waiting” is set in the call status column 603. To control.

=== Operation Management Device 200 ===
FIG. 5 is a diagram for explaining the hardware configuration of the operation management apparatus 200. As shown in FIG. 5, the operation management apparatus 200 includes a CPU 201 that controls the entire operation management apparatus 200, a memory 202 that stores programs executed by the CPU 201, data used from the programs, and storage such as a hard disk and a flash disk. A device 203 and two communication interfaces 204 are provided.
The CPU 201 implements various functions to be described later by executing a program stored in the memory 202. Note that the program executed by the CPU 201 may be stored in the storage device 203.
The communication interface unit 204 is an interface for connecting to the LAN 40 and the WAN 60. The communication interface unit 204 is connected to a communication line such as Ethernet (registered trademark), a public telephone line, or ATM. The operation management apparatus 200 communicates with another operation management apparatus 200 via the communication interface unit 1 (204). The operation management apparatus 200 performs communication with the PBX management apparatus 100, the supervisor terminal 300, the operator terminal 400, and the like via the communication interface unit 2 (204).

FIG. 6 is a functional block diagram of the operation management apparatus 200. As shown in FIG. 6, the operation management apparatus 200 includes various functional units described later and a site management database (DB) 236.
The site management database 236 includes an own site information table 700 for managing site information, which is information indicating the attributes of the call center 10, for the call center 10 (hereinafter referred to as the own site) for which the operation management apparatus 200 is set. Other site information table 800 for managing site information for another call center 10 (hereinafter referred to as another site) different from the site, information indicating the operating rate of the operator terminal 400 in the call center 10 and the operating status of the call center 10 for incoming calls , An operation setting information management table 820 for managing operation setting information, the identification information of the operator terminal 400, the name of the operator, and the operator terminal 400 waiting for an incoming call. Information indicating whether or not the operator terminal 400 is The operator management table 900 for managing the operator information including response permission information indicating whether to accept a call is permitted is stored. Details of the base information, operation setting information, and operator information will be described later.

The base information acquisition request receiving unit 211 receives a base information acquisition request, which is a command for acquiring base information about the local base, from the supervisor terminal.
The base information transmission unit 212 transmits the base information of the local base registered in the local base information table 700 to the supervisor terminal 300.
The base information update request receiving unit 213 receives a base information update request, which is a command for instructing to update the base information, from the supervisor terminal 300. Base information is attached to the base information update request. The site information update request receiving unit 213 registers the site information attached to the received site information update request in the own site information table 700.
The operation setting command transmission unit 214 transmits an operation setting command to the PBX management apparatus 100.

  The operation status determination unit 215 (evaluation value determination unit) determines an evaluation value for evaluating the operation status of the operator terminal 400 corresponding to the incoming call at the local site. For example, the operation status determination unit 215 determines the ratio of the number of terminals not waiting for an incoming call (“total number of terminals” − “number of terminals waiting for an incoming call”) to the total number of terminals, Calculate as a rate. Here, the “total number of terminals” is the number of operator terminals 400 and supervisor terminals 300 installed in the call center 10. Whether each of the supervisor terminal 300 and the operator terminal 400 is waiting for an incoming call is managed in an operator management table 900 as described later. The operating status determination unit 215 acquires information representing the operating status corresponding to the calculated operating rate from the operating status correspondence table 810.

  The transfer enable / disable determining unit 216 determines whether or not to transfer a call that has arrived at the PBX 20 of the local site to another site. Further, the transfer enable / disable determining unit 216 determines whether to accept a transfer call from another base. These determinations are made by the transfer enable / disable determining unit referring to the operation setting information registered in the operation setting information management table 820. As will be described later, in the operation setting information, information that determines whether to transfer to another site or whether to accept a transfer call from another site is set in association with the information indicating the operation status of the call center 10. ing.

The transfer enable / disable inquiry message transmission unit 217 transmits a transfer enable / disable inquiry message, which is a message for inquiring whether or not to accept a transfer call from its own base, to the operation management apparatus 200 at another base.
The transfer availability inquiry message receiving unit 218 receives a transfer availability inquiry message transmitted from the operation management apparatus 200 at another site.
In response to the transfer availability inquiry message, the transfer acceptance / rejection message transmission unit 219 transmits a transfer acceptance / rejection message indicating whether or not to accept a transfer call from another site to the operation management apparatus 200 at another site.
The transfer acceptance / reception message receiving unit 220 receives a transfer acceptance / rejection message transmitted from the operation management apparatus 200 at another site.

  The distribution destination setting command transmission unit 221 (distribution setting unit) transmits to the PBX management apparatus 100 a distribution destination setting command that is a command for setting the operator terminal 400 to which the call is distributed by the PBX 20. In the distribution destination setting command, an extension number that identifies the operator terminal 400 that is the distribution destination is set.

The transfer enable / disable notification message transmission unit 222 transmits a transfer enable / disable notification message indicating whether to accept a transfer call to the operation management apparatus 200 at another site. For example, the transfer enable / disable notification message transmission unit 222 broadcasts a transfer enable / disable notification message to the WAN 60.
The transfer propriety notification message receiving unit 223 receives a transfer propriety notification message transmitted from the operation management apparatus 200 at another site. The transfer availability notification message receiving unit 223 sets information indicating whether or not to accept a transfer call in the site information about another site registered in the other site information table 800 described later, according to the received transfer availability notification message. To do.

  The distribution destination selection unit 224 selects the operator terminal 400 that is waiting for an incoming call. The distribution selection unit 224 acquires operator information whose call status is “standby” from the operator management table 900 and selects the operator terminal 400 corresponding to the acquired operator information as waiting for an incoming call. To do. A distribution destination setting command in which an extension number specifying the selected operator terminal 400 is set is transmitted to the PBX management apparatus 100 by the distribution destination setting command 221.

The operator information acquisition request receiving unit 225 receives an operator information acquisition request, which is a command for acquiring operator information, from the supervisor terminal 300.
In response to an operator information acquisition request, the operator information transmission unit 226 extracts operator information from an operator management table 900 described later, and transmits the extracted operator information to the supervisor device 300.
The operator information setting request receiving unit 227 receives an operator information setting request, which is a command for setting operator information, transmitted from the supervisor terminal 300. The operator information setting request is accompanied by operator information based on information input from the supervisor.
The operator information update unit 228 (response availability information update unit) updates the operator management table 900 based on the operator information attached to the operator information setting request.
The distributable terminal number acquiring unit 229 acquires the number of operator terminals 400 waiting for an incoming call from the operator management table 900.

The delivery destination candidate selection unit 230 selects an operator terminal 400 that is not waiting for an incoming call and that is permitted to accept the incoming call.
The standby instruction message transmission unit 231 transmits a standby instruction message to the operator terminal 400 selected by the distribution destination candidate selection unit 230.
The standby response message receiving unit 232 receives from the operator terminal 400 a standby response message that is a response to the standby instruction message. The standby response message indicates whether the operator is waiting for an incoming call. When the standby response message indicates that the incoming call is not waited, the reason (hereinafter referred to as “rejection reason”) input by the operator is attached to the standby response message.

  The education attendance instruction message transmission unit 233 transmits an education attendance instruction message, which is a message for instructing an operator who uses the operator terminal 400 to attend the education program, to the operator terminal 400. The education attendance instruction message transmission unit 233 transmits an education attendance instruction message to the operator terminal 400 waiting for an incoming call according to the operation status of the call center 10. The education program is provided as content by the education support system 500.

  The attendance acceptance / rejection message receiving unit 234 receives from the operator terminal 400 a attendance acceptance / rejection message that is a response to the education attendance instruction message. The attendance acceptance / rejection message is a message indicating whether or not the operator takes the education program. When the attendance acceptance / rejection message indicates that the education program is not attended, the rejection reason input from the operator is attached to the attendance acceptance / rejection message.

  The refusal reason notification message transmission unit 235 waits when the standby response message indicates that the incoming call is not waited, or when the attendance response message indicates that the educational program is not attended. The reason for refusal attached to the response message or the attendance response message is transmitted to the supervisor terminal 300.

  Each functional unit included in the operation management apparatus 200 is realized by the CPU 201 executing a program stored in the memory 202. The site management database 236 is realized by the storage device 203 and the memory 202.

=== Location information ===
In the own site information table 700, site information about the own site is registered. FIG. 7 is a diagram showing a configuration example of the own site information table 700 in which the site information about the own site is registered. In the other site information table 800, site information about other sites is registered. FIG. 8 is a diagram illustrating a configuration example of the other site information table 800.

  The base information includes an ID column 701, a center name column 702, an operation status column 703, a line number column 704, a transfer enable / disable column 705, an update date / time column 706, a telephone number column 707, an IP address column 708, and a transfer destination column 709. Yes.

In the ID column 701, a call center ID which is identification information of the call center 10 is set. In the center name column 702, the name of the call center 10 is set. In the present embodiment, the name of the service provided by the call center 10 and the name of the place (site) where the call center 10 is constructed are written in the center name set in the center name column 702.
In the operation status column 703, information representing the operation status of the operator terminal 400 in the call center 10 is set.
In the line number column 704, the number of lines that can accept calls from outside lines in the call center 10 is set.
In the transfer enable / disable column 705, information indicating whether to accept a transfer call from another base is set. When accepting a transfer call from the PBX 20 of another call center 10, “◯” is set in the transfer permission / inhibition column 705, and when not accepting, “×” is set.
In the update date / time column 706, the date / time when the base information is updated is set.
In the telephone number column 707, an external line number (telephone number) at which the call center 10 accepts a call is set. When the call center 10 accepts calls for a plurality of telephone numbers, a plurality of telephone numbers can be set in the telephone number column 707.
In the address column 708, information necessary for the operation management apparatus 200 to communicate with another operation management apparatus 200 is set. In the present embodiment, an IP address in the WAN 60 of the operation management apparatus 200 is set in the address field 708.
In the transfer destination column 709, information indicating whether or not a call is transferred from the local site is set. In the transfer destination column 709, “◯” or “×” is set. When “O” is set in the transfer destination column 709, it indicates that the call is transferred from the own site to the corresponding call center 10.

=== Operational Status Correspondence Table 810 ===
FIG. 9 is a diagram illustrating a configuration example of the operation status correspondence table 810. As shown in FIG. 9, the operating status correspondence table 610 stores the operating rate of the operator terminal 400 in the call center 10 and information indicating the operating status of the call center 10 in association with each other. Information indicating the operating status is set in the operating status column 811. There are five types of information indicating the operation status: “overflow state”, “high load”, “normal”, “light load”, and “empty state”. In the operation rate column 812, a range of operation rates is set.
The operating status determination unit 215 of the operation management apparatus 200 can acquire information indicating the operating status corresponding to the calculated operating rate by referring to the operating status correspondence table 810.

  For example, the “overflow state” represents a situation where most of the operator terminals 400 are making a call in the call center 10 and cannot handle a new incoming call. “High load” represents a situation where the number of operator terminals 400 capable of handling a new incoming call is decreasing. “Normal state” indicates that some operator terminals 400 are waiting for an incoming call. Further, “light load” and “empty state” indicate that most of the operator terminals 400 are waiting for an incoming call, and there are few operator terminals 400 that are in a call.

=== Operation Setting Information Management Table 820 ===
FIG. 10 is a diagram illustrating a configuration example of the operation setting information management table 820. The operation setting information management table 820 stores operation setting information in association with information indicating the operation status.

The operation setting information includes a transfer field 821, an incoming call priority field 822, another processing field 823, and a transfer call reception field 824.
Information indicating whether or not to transfer a call to another call center 10 is set in the transfer field 821. In the incoming call priority column 822, information indicating whether to control the line so that the incoming call is given priority over the outgoing call is set. In the other processing column 823, information indicating whether to distribute data other than telephone calls such as e-mail and FAX to the operator terminal 400 is set. Information indicating whether to accept a transfer call from another call center 10 is set in the transfer call reception column 824.

  The PBX management apparatus 100 executes a program stored in the memory 102 according to the operation setting information. When “O” is set in the transfer column 821 of the operation setting information, the PBX management apparatus 100 executes the transfer program 131. When “O” is set in the incoming call priority column 822 of the operation setting information, the PBX management apparatus 100 executes the incoming call priority program 132. When “O” is set in the other processing column 823 of the operation setting information, the PBX management apparatus 100 executes the other processing program 133. When “O” is set in the transfer call reception field 824 of the operation setting information, the PBX management apparatus 100 executes the transfer call reception program 134. The PBX management apparatus 100 can realize a function of controlling the PBX 20 by executing the above program.

=== Operator Management Table 900 ===
FIG. 11 is a diagram illustrating the configuration of an operator management table 900 in which operator information is registered. The operator information includes an ID column 901, an operator name column 902, an extension number column 903, a work status column 904, an authority column 905, a response availability column 906, a skill level column 907, an update date / time column 908, and an address column 909. In the operator management table 900, a plurality of operator information corresponding to the operator terminal 400 installed in the call center 10 is registered.

In the ID column 901, an operator ID that is identification information of the operator terminal 400 assigned to the operator terminal 400 is set.
In the operator name column 902, a name such as the name of the operator who is operating the operator terminal 400 is set.
In the extension number column 902, an extension number assigned to the telephone 410 attached to the operator terminal 400 is set. The extension number set in the extension number column 902 is information for specifying the operator terminal 400 on the telephone line 50.

  In the work status column 904, information indicating what work the operator is performing in the operator terminal 400 is set. In the work status column 904, for example, “busy”, “waiting”, “other processing”, “management”, “training” is set. Among these, “busy” indicates that the operator is busy using the telephone 410. “Waiting” indicates that the operator terminal 400 is waiting for an incoming call. “Other processing” indicates that the operator is performing processing other than waiting for an incoming call, and the operator terminal 400 is not waiting for an incoming call. “Management” indicates that the terminal corresponding to the operator information is not the operator terminal 400 but the supervisor terminal 300 and the supervisor is managing the operator. “During education” indicates that the operator terminal 400 accesses the education support system 500 and the operator is taking the education program. The operation management apparatus 200 can determine whether the operator terminal 400 is waiting for an incoming call by referring to the work status column 904.

  In the authority column 905, authority information that is information for classifying the supervisor terminal 300 and the operator terminal 400 into groups is set. The authority information includes, for example, “operator”, “supervisor”, “team leader”, and the like. The operator information in which “supervisor” is set in the authority column 905 is information regarding the supervisor terminal 400. In the present embodiment, the supervisor terminal 300 can also be set as the distribution destination of the call from the PBX 20 in the same manner as the operator terminal 400.

In the response availability column 906, response availability information indicating whether the operator terminal is permitted to accept incoming calls is set.
In the skill level column 907, an evaluation value (hereinafter referred to as a skill level) for evaluating the skills of the supervisor or operator who operates the supervisor terminal 300 or the operator terminal 400 is set. The skill level is expressed by a numerical value, for example. In the skill level column 907, for example, a skill level may be set for each business type.
In the update date / time column 908, the date / time when the operator information is set is set.
In the address field 909, the IP address in the LAN 40 of the supervisor terminal 300 or the operator terminal 400 is set.

=== Operator terminal 400 ===
FIG. 12 is a diagram for explaining a hardware configuration of a typical computer used as the operator terminal 400.
The operator terminal 400 includes a CPU 401, a memory 402, a storage device 403, a communication interface unit 404, an input device 405, a display 406, and a telephone 410.

The storage device 403 is a device that stores programs and data, such as a hard disk drive, a flash disk drive, and an optical disk drive. The CPU 401 reads out a program stored in the storage device 403 to the memory 402 and executes various programs described later by executing the program stored in the memory 402.
The communication interface unit 404 is an interface for communicating with other devices connected to the LAN 40 according to a standard such as Ethernet (registered trademark).
The input device 405 is a device that accepts input from a supervisor or an operator, such as a keyboard, mouse, microphone, tablet, or touch panel.
The display 406 is an output device for displaying information. In this embodiment, information is output to the display 406, but an output device such as a speaker or a printer may be used instead of the display 406.

FIG. 13 is a functional block diagram of the operator terminal 400.
The operator terminal 400 includes a standby instruction message receiving unit 421, a standby instruction message display unit 422 (standby instruction notifying unit), a standby response input unit 423, a standby response message transmitting unit 424, an education attendance instruction message receiving unit 425, and an education attendance. An instruction message display unit 426, a attendance acceptance / rejection input unit 427, and a attendance acceptance / rejection message transmission unit 428 are provided.

  The standby instruction message receiving unit 421 receives a standby instruction message transmitted from the operation management apparatus 200. The standby instruction message display unit 422 displays the standby instruction message received by the standby instruction message receiver 421 on the display 406. The standby acceptance / rejection input unit 423 receives input of information indicating whether to wait for an incoming call in response to a standby instruction message from the operator. That is, the standby instruction message display unit 422 and the standby acceptance / rejection input unit 423 implement a user interface for the operator. Note that when the standby acceptance / rejection input unit 423 receives an input of information indicating that an incoming call is not waited for from an operator, the input of the reason is also accepted as a rejection reason.

  The standby response message transmission unit 424 transmits a standby response message, which is a message indicating whether to wait for an incoming call, to the operation management apparatus 200 in response to an input from the operator. When transmitting a standby response message indicating that the incoming call is not waited, the standby response message transmitting unit 424 transmits the standby response message with a reason for refusal. In addition, when the standby acceptance / rejection input unit 423 cannot accept the input from the operator for a certain period, the standby acceptance / rejection message transmission unit 424 indicates that the operator has left the standby acceptance / rejection message. With a reason for refusal to show that

  The education attendance instruction message receiving unit 425 receives an instruction instruction message transmitted from the operation management apparatus 200 and instructing to access the education support system 500 and attend an online education program. The education attendance instruction message display unit 426 displays an education attendance instruction message on the display 406. The attendance acceptance / rejection input unit 427 receives input of information indicating whether or not to attend the education program in response to the education attendance instruction message from the operator. The reception acceptance / rejection message transmission unit 428 transmits an attendance acceptance / rejection message, which is a message indicating whether or not to attend the education program, to the operation management apparatus 200 in response to an input from the operator.

  When the attendance acceptance / rejection input unit 427 accepts an input indicating that the attendance is not attended from the operator, the input of the reason is also accepted as a rejection reason, and the reception acceptance / rejection message transmission unit 428 rejects the attendance acceptance / rejection message. Send with the reason attached.

=== Supervisor terminal 300 ===
As the supervisor terminal 300, a computer having the same configuration as that of the operator terminal 400 described above is used.

  FIG. 14 is a functional block diagram of the supervisor terminal 300.

  The supervisor terminal 300 includes a site information acquisition request transmission unit 321, a site information reception unit 322, a site information display unit 323, a site information input unit 324, a site information update request transmission unit 325, an operator information acquisition request transmission unit 326, and an operator information reception. A unit 327, an operator information display unit 328, an operator information input unit 329, an operator setting information transmission unit 330, and a rejection reason notification message reception unit 331.

The base information acquisition request transmission unit 321 transmits a base information acquisition request, which is a command for acquiring base information about the base, to the operation management apparatus 200.
The base information receiving unit 322 receives base information that is responded to the base information acquisition request from the operation management apparatus 200.
The site information display unit 323 displays the site information received by the site information receiving unit 322 on the display 406, and the site information input unit 324 receives the name of the call center 10, the number of lines, the external line number of the PBX 10, the operation management apparatus 200 from the supervisor. The site information such as the IP address is received. That is, the site information display unit 323 and the site information display unit 323 function as a user interface for the supervisor.

The base information update request transmission unit 325 transmits a base information update request, which is a command for instructing to update the base information about the local base, to the operation management apparatus 200. The site information update request is accompanied by the site information input from the supervisor.
The operator information acquisition request transmission unit 326 transmits an operator information acquisition request, which is a command for acquiring operator information, to the operation management apparatus 200. In the operator information acquisition request, conditions for each column of the above-described operator management table 900 can be specified. For example, when the supervisor terminal 300 acquires operator information about a specific operator terminal 400, the supervisor terminal 300 can set the operator ID of the operator terminal 400 in the operator information acquisition request.
The operator information receiving unit 327 acquires operator information that is responded to the operator information acquisition request from the operation management apparatus 200.

  The operator information display unit 328 displays the operator information received by the operator information receiving unit 327 on the display 406, and the operator information input unit 329 accepts input from the supervisor such as the operator skill level and response availability information. That is, the operator information display unit 328 and the operator information input unit 329 also function as a user interface for the supervisor, like the base information display unit 323 and the base information input unit 324.

The operator information setting request transmission unit 330 transmits an operator information setting request, which is a command for instructing to update operator information, to the operation management apparatus 200. The operator information setting request is accompanied by the operator information input from the supervisor.
As described later, the rejection reason notification message receiving unit 331 transmits from the operation management apparatus 200 when there is a response indicating that the standby instruction message transmitted from the operation management apparatus 200 to the operator terminal 400 is not in standby. The refusal reason notification message in which the refusal reason is set is received.

  The supervisor can set the base information about the call center 10 using the supervisor terminal 300, and can set the operator information about the operator who operates each operator terminal 400.

=== Location information setting ===
FIG. 15 is a diagram for explaining the flow of processing for setting the base information.
The supervisor terminal 300 transmits a base information acquisition request, which is a command for acquiring base information, to the operation management apparatus 200 (S1501).
When receiving the base information acquisition request, the operation management apparatus 200 acquires the base information about the base where “×” is set in the transfer destination column 706 from the base information table 700 (S1502). The operation management apparatus 200 transmits the acquired base information about the local base to the supervisor terminal 300 (S1503).
The supervisor terminal 200 receives the base information and displays the received base information on the display 406 (S1504). The supervisor terminal 200 receives input of information to be set in the base information from the supervisor (S1505). The supervisor terminal 200 updates the above-mentioned base information with the input information (S1506), and attaches the updated base information to the base information update request that is a command for instructing to update the base information. 200 is transmitted (S1507).
The operation management apparatus 200 receives the base information update request, and updates the local base information table 700 based on the base information attached to the received base information update request (S1508).

  With the above processing, the supervisor can update the base information of the call center 10.

=== Location information notification processing ===
The base information is set by the supervisor and is also updated by the operation management apparatus 200. The operation management apparatus 200 acquires the call status of the extension number from the PBX management apparatus 100 and updates the base information about the base. In addition, the operation management apparatus 200 transmits the updated base information about the local base to the operation management apparatus 200 of another call center 10.

Hereinafter, the operation management apparatus 1 (200) updates the base information about the call center 1 (10) that is the base, and notifies the operation management apparatus 2 (200) of the base information about the updated self base. Processing will be described. FIG. 16 is a diagram for explaining the flow of the base information notification process.
In the call center 1 (10), the operation management apparatus 1 (200) transmits a call status information acquisition request, which is a command for acquiring call status information, to the PBX management apparatus 100 (S1601).
The PBX management device 100 responds to the operation management device 1 (200) with the call status information registered in the call status management table 600 (S1602).

  When receiving the call status information, the operation management apparatus 1 (200) updates the call status column 904 of the operator management table to the call status column 605 of the received call status information using the extension number as a key (S1603). The operation management apparatus 1 (200) acquires whether some operator information in which the call status column 904 is set to “standby” is registered in the operator management table 900. The operation management apparatus 1 (200) calculates the operating rate from the acquired number of operator information and the number of all operator information registered in the operator management table 900 (S1604). The operation management apparatus 1 (200) acquires information indicating the operation status corresponding to the calculated operation rate from the operation status correspondence table 610, and the operation status of the site information for the own site registered in the own site information table 700. Information representing the obtained operating status is set in the field 703 (S1605). The operation management apparatus 1 (200) broadcasts the base information about the local base registered in the local base information table 700 to the WAN 60 (S1606).

  The operation management apparatus 2 (200) installed in the call center 2 (10) receives the base information broadcast on the WAN 60. When there is the base information registered in the other base information table 800, the operation management apparatus 2 (200) sets the value set in the transfer destination column 709 to the received base information. The operation management apparatus 2 (200) registers the received base information in the other base information table 800 (S1607). Here, when “×” is set in the transferability column 705 of the base information and “O” is set in the transfer destination column 709, the corresponding other base set as the transfer destination is set. A message instructing not to transfer the number may be transmitted to the PBX management apparatus 100.

  When all the operation management apparatuses 200 of the call center system 1 perform the above-mentioned base information notification process, each operation management apparatus 200 can acquire the base information about other call centers 10.

=== Operator information setting process (response availability setting) ===
FIG. 17 is a diagram for explaining the flow of processing in which the supervisor terminal 400 sets operator information.

The supervisor terminal 300 transmits an operator information acquisition request, which is a command for acquiring operator information, to the operation management apparatus 200 (S1701). When the supervisor terminal 300 acquires operator information about a specific operator terminal 400, the supervisor terminal 300 transmits the operator information acquisition request with the identification information of the operator terminal 400 attached thereto.
When receiving the operator information acquisition request transmitted from the supervisor terminal 300, the operation management apparatus 200 acquires operator information in which authority information other than “supervisor” is set in the authority column 950 from the operator management table 900 (S1702). ). The operation management apparatus 200 transmits the acquired operator information to the supervisor terminal 300 (S1703).
The supervisor terminal 300 receives the operator information transmitted from the operation management apparatus 200, and displays the received operator information on the display 406 (S1704). The supervisor terminal 300 receives input of operator information from the supervisor (S1705). The supervisor terminal 300 updates the operator information based on the input from the supervisor (S1706) and instructs to register the operator information in the operator management table. The updated operator information is appended to the operator information setting request, which is a command, and transmitted to the operation management apparatus 200 (S1708).
The operation management apparatus 200 receives the operator information setting request transmitted from the supervisor terminal 300, and updates the operator management table 900 by using the operator information attached to the received operator information setting request (S1708).
With the above processing, the supervisor can flexibly set whether or not to accept an incoming call to an operator in the call center 10.

=== Operation management processing ===
In the call center 10, calls are distributed from the PBX 20 to the supervisor terminal 300 and the operator terminal 400 under the control of the PBX management apparatus 100. On the other hand, the operation management apparatus 200 performs an operation management process for setting how to distribute the call according to the operation status of the call center 10. The operation management process is performed every predetermined period. FIG. 18 is a diagram showing the flow of the operation management process.

The operation management apparatus 1 (200) acquires the base information about the local base from the local base information table 700 (S1801), and sets the operation setting information corresponding to the operation status set in the acquired base information as the operation setting information. Obtained from the management table 820 (S1802). The operation management apparatus 1 (200) attaches the acquired operation setting information to the operation setting command and transmits it to the PBX management apparatus 100 (S1803).
When receiving the operation setting command, the PBX management apparatus 100 executes a program stored in the memory 102 according to the operation setting information attached to the received operation setting command (S1804).

  The operation management apparatus 1 (200) acquires the operation setting information transfer permission column 826 corresponding to the operation status of the local site from the operation setting information management table 820 (S1805), and the transfer permission column 826 becomes “O”. It is determined whether or not a transfer call from another call center 10 is accepted depending on whether the call is received (S1806). When accepting a transfer call from another site (S1806: YES), the operation management apparatus 1 (200) sends a call center 1 (10) message to the operation management apparatus 2 (200) indicating that a transfer call is accepted. ) And the call center ID are transmitted (S1807). Note that the transfer availability notification message can be broadcast on the WAN 60, or can be transmitted to the operation management apparatus 200 of the call center 10 registered in the other site information table 800.

When the operation management apparatus 2 (200) receives from the operation management apparatus 1 (200) a transfer availability notification message indicating that the transfer call is accepted, it is attached to the received transfer availability notification message in the other site information table 800. The transfer availability column 705 corresponding to the call center ID is updated to “◯” (S1808).
The operation management apparatus 1 (200) performs processing according to the acquired operating status (S1809).

  With the above processing, the operation management apparatus 200 transmits a message indicating that the transfer call is accepted to the operation management apparatus 200 at another base in accordance with the operation rate of the local base, and accepts the transfer call from the other base. be able to. The operator's operating rate can be improved by accepting a transfer call from another site in addition to an incoming call at the site.

=== In case of high load ===
In the above (S1809), when the operation status of the local site is “high load”, a message instructing to wait for the incoming call is transmitted to the operator terminal 400 not waiting for the incoming call. FIG. 19 is a diagram for explaining the flow of processing performed when the operation status is “high load”.

  The operation management apparatus 200 searches the operator management table 900 for operator information for which “busy” is not set in the call status column 904 and “x” is set in the response availability column 906 (S1901). . If operator information that meets the above conditions cannot be retrieved, the process ends (S1902: NO).

  When the operator information can be retrieved, a standby instruction message, which is a message for instructing to wait for an incoming call, is transmitted to the operator terminal corresponding to the retrieved operator information (S1903).

  When receiving the standby instruction message transmitted from the operation management apparatus 200, the operator terminal 400 displays the standby instruction message on the display 406 (S1904). The operator terminal 400 accepts input of acceptance / rejection information indicating whether or not to wait for an incoming call in accordance with the standby instruction message (S1905). The operator terminal 400 responds to the operation management apparatus 200 with a standby response message according to the input response information (S1906). When information indicating that the operator does not wait is input from the operator, the operator terminal 400 also receives an input of the reason (rejection reason), and transmits the standby response message with the rejection reason.

  The operation management apparatus 200 receives a standby response message returned from the operator terminal 400. When the received standby response message indicates that the incoming call is not waiting (S1907: NO), the operation management apparatus 200 acquires a rejection reason attached to the standby response message, and receives a rejection reason notification message. The reason for refusal is attached to the supervisor terminal 300 and transmitted to the supervisor terminal 300 (S1908).

  When the supervisor terminal 300 receives the rejection reason notification message, the supervisor terminal 300 outputs the received rejection reason notification message to the display 406 (S1909). Here, the supervisor terminal 300 can also perform the above-described operator information setting process.

  On the other hand, when the standby response message received from the operator terminal 400 indicates that the incoming call is waiting (S1907: YES), the operation management apparatus 200 shows the operator who is the transmission source of the standby response message. “Waiting” is set in the work status column 904 of the operator management table 700 corresponding to the terminal (S1911).

  In addition to waiting for an incoming call, the operator may perform, for example, an outbound job or investigate information related to a product. Depending on the operation of such an operator, the process may be interrupted to respond to an incoming call. In the call center system 1 (incoming call distribution system) of this embodiment, when the number of operator terminals 400 waiting for an incoming call becomes smaller than a predetermined number, the operator terminals 400 that are not waiting for an incoming call. Among these, a message instructing to wait for an incoming call is transmitted to a terminal that is permitted to accept the incoming call. Therefore, the operator who is processing other than the incoming call correspondence, while performing other processing, recognizes that the number of operators waiting for incoming calls has decreased due to the reception of messages, and waits for incoming calls. Can be dealt with. Thus, without lowering the response rate of the call center, the operator can perform waiting for an incoming call and other processing in parallel. Thereby, the operation rate of the operator in a call center can be improved. Further, since the operation management device (incoming call distribution control device) inquires whether the incoming call can be transferred to another site, the incoming call can be reliably transferred to an operator who can respond. As a result, the response rate of the entire call center system 1 can be increased, and the number of discarded calls can be reduced.

=== In case of overflow ===
On the other hand, when the operation status of the local site is “overflow”, processing for transferring the incoming call to another site is performed. FIG. 20 is a diagram illustrating the flow of processing performed when the operation status is “overflow state”.

The operation management apparatus 1 (200) acquires from the other site information table 800 the site information in which “O” is set in the transfer enable / disable column 705 and “X” is set in the transfer destination column 709 (S2001). ). If the operation management apparatus 1 (200) cannot acquire the base information (S2002: NO), the process is terminated.
The operation management apparatus 1 (200) transmits a transfer enable / disable inquiry message to the operation management apparatus 2 (200) specified by the address 708 of the acquired base information (S2003).
The operation management apparatus 2 (200) makes an inquiry to the PBX management apparatus 100 as described above to calculate the operating rate (S2004). The operation management apparatus 2 (200) determines whether or not to accept the transfer call depending on whether or not the transfer permission column 625 corresponding to the calculated operation rate is “◯” in the operation setting information management table 820. The operation management apparatus 2 (200) transmits a transfer acceptance message indicating whether or not to accept the determined transfer call to the operation management apparatus 1 (200) (S2005).
The operation management apparatus 1 (200) sets the transfer availability column 705 of the other site information table 800 according to the transfer acceptance message transmitted from the operation management apparatus 2 (200) (S2006).

When the transfer acceptance message indicates that the transfer call is not accepted (S2007: NO), the process proceeds to (S2001), and it is determined whether or not the other call center 10 can transfer the call.
When the transfer acceptance message indicates that the transfer call is accepted (S2007: YES), the operation management apparatus 1 (200) sets the transfer destination column 709 of the base information to “O” and sets the other base information. The table 800 is updated (S2008). The operation management apparatus 1 (200) sets the number set in the telephone number column 707 of the base information in the distribution destination setting command and transmits it to the PBX management apparatus 100 (S2009).
In response to the distribution destination setting command received from the operation management apparatus 1 (200), the PBX management apparatus 100 sets the telephone number of the PBX 20 of the other call center 10 as the distribution destination of the incoming call (S2010).

  As described above, according to the call center system 1 of the present embodiment, when an operator cannot answer a call received at the call center 1 (10), the incoming call is transferred to the call center 2 (10). Therefore, even if the call center 1 (10) cannot handle an incoming call, the call center 2 (10) can handle the incoming call, thereby increasing the response rate of the call center system 1 as a whole.

=== When empty (Education) ===
When the operating status is “vacant”, the operator can be trained. FIG. 21 is a diagram for explaining the flow of processing performed when the operation status is “free”.

  The operation management apparatus 200 acquires operator information from the operator management table 900 in which the work status column 904 is not “busy” and the response availability column 906 is “x” (S2101). The operation management apparatus 200 transmits an education attendance instruction message to the operator terminal 400 corresponding to the acquired operator information (S2102).

  The operator terminal 400 displays the education attendance instruction message received from the operation management apparatus 200 on the display 406 (S2103). The operator terminal 400 accepts input of information indicating whether or not to attend the education program from the operator (S2104), and transmits a attendance acceptance message to the operation management apparatus 200 in response to the input (S2105). In addition, when accepting an input indicating that the education program is not attended, the operator terminal 400 accepts an input of the reason for not attending the education program and attaches it to the attendance acceptance message as a reason for refusal.

  The operation management apparatus 200 sets the reason for refusal attached to the attendance acceptance / rejection message when the attendance acceptance / reception message received from the operator terminal 400 indicates that the education program is not attended (S2106: NO). The rejection reason notification message is transmitted to the supervisor terminal 300 (S2108).

  The supervisor terminal 300 displays the rejection reason notification message received from the operation management apparatus 200 on the display 406 (S2109). Here, the supervisor terminal 300 may perform the above-described operator information setting process, for example.

  On the other hand, if the attendance acceptance / reception message received from the operator terminal 400 by the operation management apparatus 200 indicates that the attendance of the education program is attended (S2106: YES), the operator who is the sender of the attendance acceptance / rejection message The operator management table 900 is updated so that "working in education" is set in the work status column 904 of the operator information corresponding to the terminal 400 and "x" is set in the response availability column 906 (S2107).

  When the operator terminal 400 transmits a message indicating whether or not to attend the education program (S2110: YES), the operator terminal 400 is connected to the education support system 500 so that the operator can take the online education program (S2111). ).

  As described above, it is possible to train the operator without lowering the response rate of the call center 10 according to the operation status of the call center 10. Accordingly, operators with higher skills can be trained, and the quality of services that can be provided as the call center 10 can be improved.

  Although the present embodiment has been described above, the above examples are for facilitating the understanding of the present invention, and are not intended to limit the present invention. The present invention can be changed and improved without departing from the gist thereof, and the present invention includes equivalents thereof.

  For example, in the present embodiment, for the sake of simplicity, the call center 1 (10) and the call center 2 (20) have been described as having the same configuration, but the call center 1 (10) and the call center 2 (10) may have different configurations. Good. For example, the number of operator terminals 400 installed in the call center 1 (10) may be different from the number of operator terminals 400 installed in the call center 2 (10).

  In the present embodiment, the local site information table 700 and the other site information table 800 include the transfer availability column 705 and sets information indicating whether or not to accept a transfer call. The number of outside lines that are not in a call (free) may be set. In this case, the operation management apparatus 200 can transfer the call to the call center 10 having more idle lines. For example, when the operating status of the call center 1 (10) is “overflow”, the call is determined to be transferred to the call center 10 having the largest number of lines set in the transfer availability column 705 of the other site information table. To do. Thus, the call can be transferred to the call center 10 that can handle the call more reliably. Therefore, it is possible to improve the response rate of the call center system 1 as a whole.

  The operating rate of the operator terminal 400 is, for example, the ratio (response rate) of the number of incoming calls that the operator terminal 400 can handle (“number of incoming calls” − “number of discarded calls”) to the total number of incoming calls. ) Can also be used as the operating rate.

  In this embodiment, the operation setting information management table 820 is preliminarily set with values of “◯” and “×”. However, a command (operation setting for changing the operation setting information from the supervisor terminal 300 is used. The information may be changed by transmitting an information change command. As a result, for example, immediately before the operation time of the call center 10 ends, or when it is predicted that the number of incoming calls will increase, even if the operation status is “free”, It is also possible to set “x” in the transfer call reception column 824 so that transfer calls are not received.

  In this embodiment, whether or not to accept a transfer call from another base is determined according to the operating rate of the operator terminal 400, but this is determined according to the operating rate for each skill of the operator. It may be. In this case, in the operation management process, the transfer availability notification message transmitted from the operation management apparatus 200 to the operation management apparatus 200 at another site is accompanied by a skill level and information indicating whether or not to accept the transfer call. Also, information indicating whether to accept a transfer call for each skill level is set in the transferability column 805 of the base information. Also, the operation rate of the call center 10 is calculated for each skill level. When the operation status of the call center 10 is “overflow”, the operation management apparatus 1 (200) adds a skill level to the transfer availability inquiry message. In this way, an appropriate call distribution destination can be determined in accordance with the skill level of the operator.

  Further, in this embodiment, only when a transfer call from another base is accepted, a transfer permission / notification message is transmitted to the operation management apparatus 200 at another base, but a transfer call from another base is not accepted. In addition, a transfer availability notification message may be transmitted. As a result, the operation management apparatus 200 can reliably update the transfer enable / disable column 705 of the other site information table 800.

  In the present embodiment, when the operation status of the call center 10 is “overflow”, the call is unconditionally transferred to the other call center 10. However, in each call center 10, for example, for different products. When an inquiry is received, the operator needs to change the answering method for incoming calls, so even if the operating status is "overflow", until a predetermined number of waiting calls occur May not be transferred. Thereby, the burden on the operator corresponding to the transfer call can be suppressed.

  Further, when the operation status of the call center 10 is “vacant”, an operator having a specific skill level may be targeted for education. In this case, in (S2101) of FIG. 21 described above, the call status column 904 of the operator management table 900 is not “busy”, the response availability column 906 is “◯”, and the skill level is a specific value. Operator information is extracted. Thereby, it is possible to efficiently train the operator according to the skill level.

It is a figure explaining the outline | summary of the call center system 1 by one embodiment of this invention. It is a figure explaining the structure of the PBX management apparatus 100 by one embodiment of this invention. It is a functional block diagram of the PBX management apparatus 100 by one embodiment of this invention. It is a figure which shows one structural example of the call status management table 600 by one embodiment of this invention. It is a figure explaining the hardware constitutions of the operation management apparatus 200 by one embodiment of this invention. It is a functional block diagram of the operation management apparatus 200 by one embodiment of this invention. It is a figure which shows the example of 1 structure of the own site information table 700 by one embodiment of this invention. It is a figure which shows the example of 1 structure of the other base information table 800 by one embodiment of this invention. It is a figure which shows one structural example of the operation condition corresponding | compatible table 810 by one embodiment of this invention. It is a figure which shows the example of 1 structure of the operation setting information management table 820 by one embodiment of this invention. It is a figure explaining the structure of the operator management table 900 in which operator information is registered by one Embodiment of this invention. FIG. 2 is a diagram illustrating a hardware configuration of a typical computer used as a supervisor terminal 300 according to an embodiment of the present invention. 3 is a functional block diagram of a supervisor terminal 300 according to an embodiment of the present invention. FIG. FIG. 4 is a functional block diagram of an operator terminal 400 according to an embodiment of the present invention. It is a figure explaining the flow of a process which sets the base information by one embodiment of this invention. It is a figure explaining the flow of a base information notification process by one embodiment of this invention. It is a figure for demonstrating the flow of the process which sets operator information by one embodiment of this invention. It is a figure which shows the flow of the operation management process by one embodiment of this invention. It is a figure explaining the flow of the process performed when an operation condition is "high load" by one embodiment of this invention. It is a figure explaining the flow of the process performed when an operation condition is an "overflow state" by one embodiment of this invention. It is a figure explaining the flow of the process performed when an operation condition is "a vacant state" by one embodiment of this invention.

Explanation of symbols

1 Call Center System 10 Call Center 20 PBX
30 IVR device 40 LAN
50 Telephone line 60 WAN
DESCRIPTION OF SYMBOLS 100 PBX management apparatus 111 PBX distribution control part 112 Distribution destination setting command receiving part 113 IVR transfer destination setting part 114 Distribution destination setting part 115 Operation setting command receiving part 116 Program execution part 117 PBX management database

211 Site information acquisition request reception unit 212 Site information transmission unit 213 Site information update request reception unit 214 Operation setting command transmission unit 215 Operation status determination unit 216 Transfer availability determination unit 217 Transfer availability inquiry message transmission unit 218 Transfer availability inquiry message reception Unit 219 transfer acceptance / reception message transmission unit 220 transfer acceptance / rejection message reception unit 221 distribution destination setting command transmission unit 222 transfer availability notification message transmission unit 223 transfer availability notification message reception unit 224 distribution destination selection unit 225 operator information acquisition request reception unit 226 operator Information transmission unit 227 Operator information setting request reception unit 228 Operator information update unit 229 Distributable terminal number acquisition unit 230 Distribution destination candidate selection unit 231 Standby instruction message transmission unit 232 Standby response message reception unit 233 Educational reception Indication message transmitting unit 234 students 応否 message receiving section 235 reason for rejection notification message transmitting section 236 site management database

DESCRIPTION OF SYMBOLS 200 Operation management apparatus 300 Supervisor terminal 400 Operator terminal 500 Education support system 600 Call status management table 700 Own site information table 800 Other site information table 810 Operation status correspondence table 820 Operation setting information management table 900 Operator management table

Claims (7)

An incoming call distribution device that distributes an incoming call from a communication line to any of a plurality of operator terminals operated by an operator, and a distribution control device that controls the incoming call distribution device,
The distribution control device includes:
Communicatively connected to each of the operator terminals,
The operator terminal identification information, information indicating whether the operator terminal is waiting for an incoming call, and information indicating whether the operator terminal is permitted to accept an incoming call are stored in association with each other. An operator management table;
A distribution destination selection unit that selects the operator terminal waiting for an incoming call with reference to the operator management table;
A distribution setting unit configured to set the incoming call distribution device so that the selected operator terminal is a distribution destination of the incoming call;
From the operator management table, a distributable terminal number acquisition unit for acquiring the number of terminals of the operator terminal waiting for an incoming call,
When the acquired number of terminals is less than a predetermined threshold, select from the operator management table the operator terminals that are allowed to accept incoming calls out of the operator terminals that are not waiting for delivery of the incoming call A delivery destination candidate selection unit to be
A standby instruction message transmission unit that transmits a standby instruction message that is a message indicating that each of the selected operator terminals is instructed to wait for delivery of the incoming call;
The operator terminal is
A standby instruction message receiving unit for receiving the standby instruction message transmitted from the distribution control device;
A standby instruction notification unit that notifies the operator that the standby instruction message has been received;
An incoming call distribution system comprising: The incoming call distribution system according to claim 1, comprising:
A supervisor terminal operated by a supervisor managing the operator,
The distribution control device is communicably connected to the supervisor terminal,
The supervisor terminal is identification information of the operator terminal, information indicating whether the operator terminal is waiting for an incoming call, and information indicating whether the operator terminal is permitted to accept an incoming call. An operator information acquisition request transmission unit that transmits an operator information acquisition request, which is a command for acquiring operator information including response availability information, to the distribution control device;
The distribution control device includes:
An operator information acquisition request receiving unit for receiving the operator information acquisition request transmitted from the supervisor terminal;
In response to the operator information acquisition request, an operator information transmission unit that acquires the operator information from the operator management table and transmits the acquired operator information to the supervisor terminal;
With
The supervisor terminal is
An operator information receiving unit for receiving the operator information transmitted from the distribution control device;
A user interface that displays the received operator information and receives input of identification information of the operator terminal and the response availability information from the supervisor;
Operator information setting for sending an operator information setting request, which is a command for setting the operator information, in which operator information including the input identification information of the operator terminal and the response availability information is set. A request transmitter;
With
The distribution control device includes:
An operator information setting request receiving unit for receiving the operator information setting request transmitted from the supervisor terminal;
Response availability information update for updating the response availability information in the operator management table corresponding to the identification information included in the received operator information setting request to the response availability information included in the operator information setting request And
An incoming call distribution system comprising: The incoming call distribution system according to claim 1, comprising:
The distribution control device and the first incoming call distribution device are installed at a first site, and the second incoming call distribution device is installed at a second site;
The distribution control device includes an evaluation value determining unit that determines an evaluation value of an operation status of the site according to the number of terminals acquired by the distributable terminal number acquiring unit,
The distribution setting unit of the distribution control device transfers the incoming call for the first incoming call distribution device to the second incoming call distribution device when the evaluation value becomes a predetermined value or less. Setting the first incoming call distribution device to
An incoming call distribution system characterized by. The incoming call distribution system according to claim 1, comprising:
The first distribution control device and the first incoming call distribution device are installed at a first site, and the second distribution control device and the second incoming call distribution device are at a second site. Installed and configured,
The first distribution control device and the second distribution control device are communicably connected to each other,
The first distribution control device includes:
A first evaluation value determining unit that determines an evaluation value of the operating status of the first site according to the number of terminals acquired by the distributable terminal number acquiring unit included in the first distribution control device;
A transfer call transferred from the first incoming call distribution device to the second distribution control device when the evaluation value determined by the first evaluation value determination unit becomes a predetermined value or less. A transfer permission / inquiry message transmission unit that transmits a transfer permission / inquiry message that is a message asking whether to accept
With
The second distribution control device includes:
A transfer enable / disable inquiry message receiving unit that receives the transfer enable / disable inquiry message transmitted from the first distribution control device;
A second evaluation value determining unit that determines an evaluation value of the operating status of the second site according to the number of terminals acquired by the distributable terminal number acquiring unit included in the second distribution control device;
A transfer enable / disable determining unit that determines whether the incoming call distribution device accepts the transfer call from the first incoming call distribution device according to the evaluation value;
A transfer acceptance / rejection message transmission unit that transmits a transfer acceptance / rejection message indicating the result determined by the transferability determination unit to the first distribution control device in response to the transfer availability inquiry message;
With
The first distribution control device includes:
A transfer acceptance / reception message receiving unit for receiving the transfer acceptance / rejection message transmitted from the second distribution control device;
The distribution setting unit included in the first distribution control device, when the transfer acceptance / reception message receiving unit receives the transfer acceptance message indicating that the transfer call is accepted, Configuring the first incoming call distribution device to forward to the incoming call distribution device;
An incoming call distribution system characterized by. The incoming call distribution system according to claim 1, comprising:
The first distribution control device and the first incoming call distribution device are installed at a first site, and the second distribution control device and the second incoming call distribution device are at a second site. Installed and configured,
The first distribution control device and the second distribution control device are communicably connected to each other,
The first distribution control device includes:
A first evaluation value determining unit that determines an evaluation value of the operating status of the first site according to the number of terminals acquired by the distributable terminal number acquiring unit included in the first distribution control device;
A transfer enable / disable determining unit that determines whether the incoming call distribution device accepts the transfer call from the other incoming call distribution device according to the evaluation value determined by the first evaluation value determination unit; ,
Transfer enable / disable notification message for transmitting to the second distribution control device a transfer enable / disable notification message including identification information of the first incoming call distribution device and transfer enable / disable information indicating a result determined by the transfer enable / disable determining unit A transmission unit;
With
The distribution setting unit included in the first distribution control device, when the transfer enable / disable determining unit determines to accept the transfer call from the first incoming call distribution device, the first incoming call distribution device. Setting the incoming call distribution device to distribute the transfer call transferred from the operator terminal selected by the distribution destination selection unit,
The second distribution control device includes:
A second evaluation value determining unit that determines an evaluation value of the operating status of the second site according to the number of terminals acquired by the number of distributable terminals included in the second distribution control device;
A transfer destination management table for storing the identification information of the first incoming call distribution device and transfer enable / disable information that is information indicating whether the first incoming call distribution device accepts the transfer call;
The transfer availability notification message transmitted from the first distribution control device is received and included in the transfer availability notification message according to the transfer availability information included in the received transfer availability notification message. A transfer propriety notification message receiving unit that updates the transfer propriety information of the transfer destination management table corresponding to the identification information;
With
The distribution setting unit included in the second distribution control device refers to the transfer destination management table when the evaluation value determined by the second evaluation value determination unit is a predetermined value or less, and Identifying the second incoming call distribution device that accepts a transfer call and setting the incoming call distribution device to forward the incoming call to the identified second incoming call distribution device;
An incoming call distribution system characterized by. An incoming call distribution method for distributing an incoming call from a communication line to any of a plurality of operator terminals operated by an operator,
A distribution control device that includes a CPU and a memory and controls the incoming call distribution device that distributes the incoming call;
Communicatively connected to each of the operator terminals,
The operator terminal identification information, information indicating whether the operator terminal is waiting for an incoming call, and information indicating whether the operator terminal is permitted to accept an incoming call are stored in association with each other. Storing an operator management table in the memory;
With reference to the operator management table stored in the memory, select the operator terminal waiting for an incoming call,
Setting the incoming call distribution device so that the selected operator terminal is the distribution destination of the incoming call,
From the operator management table stored in the memory, obtain the number of terminals of the operator terminal waiting for an incoming call,
When the acquired number of terminals is less than a predetermined threshold, select from the operator management table the operator terminals that are allowed to accept incoming calls out of the operator terminals that are not waiting for delivery of the incoming call And
Sending to each of the selected operator terminals a standby instruction message that is a message indicating that the operator terminal is to wait for delivery of the incoming call,
The operator terminal is
Receiving the standby instruction message transmitted from the distribution control device;
Informing the operator that the standby instruction message has been received,
An incoming call distribution method characterized by the above. An incoming call distribution control device that controls an incoming call distribution device that distributes an incoming call from a communication line to any of a plurality of operator terminals operated by an operator,
Communicatively connected to each of the operator terminals,
The operator terminal identification information, information indicating whether the operator terminal is waiting for an incoming call, and information indicating whether the operator terminal is permitted to accept an incoming call are stored in association with each other. An operator management table;
A distribution destination selection unit that selects the operator terminal waiting for an incoming call with reference to the operator management table;
A distribution setting unit configured to set the incoming call distribution device so that the selected operator terminal is a distribution destination of the incoming call;
From the operator management table, a distributable terminal number acquisition unit for acquiring the number of terminals of the operator terminal waiting for an incoming call,
When the acquired number of terminals is less than a predetermined threshold, select from the operator management table the operator terminals that are allowed to accept incoming calls out of the operator terminals that are not waiting for delivery of the incoming call A delivery destination candidate selection unit to be
A standby instruction message transmission unit that transmits a standby instruction message that is a message indicating that each of the selected operator terminals is instructed to wait for delivery of the incoming call;
An incoming call distribution control device comprising:

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