JP2007124718A - Automatic network call distribution control method and apparatus - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To achieve terminated call wait control and distribution control optimal for each of bases configuring a call center system. <P>SOLUTION: Wait control determination conditions as conditions for determining wait control for each job class are set for each base and at a base where a terminated call is received, on the basis of the wait control determination conditions corresponding to a job class of the terminated call, wait control and distribution control is performed onto the terminated call. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to an automatic call distribution (ACD) service in a call center system in which information devices such as switching devices and computers are distributed and arranged in a public network and a private network.

In recent years, an increasing number of companies have installed call center systems in which networks are constructed by distributing information devices such as switching devices and computers in public and private networks.
In such a system, since distribution control is performed in consideration of shortening the waiting time of the customer, inefficiency that optimal call distribution including communication costs cannot be performed is a problem. Therefore, there is a need to provide a system that can control the optimum automatic call distribution (ACD) service for each call center system.

  Other bases obtained by call-by-call from other bases when a call center system has been realized by using a network constructed by distributing and arranging information devices such as switching devices and computers in public and private networks. However, there is a problem that only distribution control that minimizes the waiting time can be performed only with specific conditions based on the waiting time information.

  Therefore, in such a call center system, not only the waiting time control but also the optimal call distribution control including the communication cost and the like cannot be performed, and there is a problem that the efficiency related to the telephone service in the enterprise is hindered.

  An object of the present invention is to achieve efficiency related to telephone work in a company by realizing optimum waiting control and distribution control of incoming calls for each site constituting a call center system.

  The present invention is arranged at each site constituting a call center system by being connected to each other by a network (WAN 105), and performs a waiting control for an incoming call and a function for executing distribution control to other sites. And a network automatic call distribution control device (switching device 101, information device 102).

  The present invention has the following configuration. The waiting control determination condition storage means (the incoming control table 118, the waiting control determination condition table 122) includes at least a waiting time priority condition, a communication cost priority condition, and a responder priority condition for each job type, and wait control. The queuing control determination condition, which is a condition for determining, is stored.

  The queuing control means (the queuing control unit 112) performs queuing control for the incoming call on the basis of the queuing control decision condition stored in the queuing control decision condition storage means corresponding to the business type of the incoming call received by the base. Execute distribution control.

  The above-described configuration of the present invention can be configured to further include a waiting control determination condition notifying unit (waiting control determination information transmission / reception control unit 115) that periodically notifies the waiting control conditions of the own base to other bases. .

  The above-described configuration of the present invention may further include a waiting control determination condition collecting unit (waiting control determination information transmission / reception control unit 115) that periodically collects the waiting control conditions from another base.

  Furthermore, the present invention may be configured as a computer-readable recording medium recording a program for causing a computer to perform the same function as the function realized by the above-described configuration of the present invention when used by a computer. it can.

With the above-described configuration of the present invention, each site can realize very fine-tuned waiting control and distribution control for an incoming call based on a waiting control determination condition.
In addition, it is possible to optimize the waiting control determination conditions in the entire call center system via the network, and to realize optimum waiting control and distribution control.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
Configuration of Call Center System Embodiment FIG. 1 is a diagram showing a basic system configuration of a call center system according to an embodiment of the present invention, and FIG. 2 is a diagram more specifically showing a configuration at each base.

  In the present embodiment, the switching device 101 and the information device 102 as a computer are distributed and arranged at each site on the public network 103, and each site and the centralized management center 123 is a private network. The switching device 101 and the information device 102 in each base are connected to each other by the WAN 105, and are connected to each other by the LAN.

  The switching device 101 installed at each base is composed of a communication path switch 107 that connects the network 103 and the reception desk, a central control device 108 that executes call distribution control, and a storage device 109 that stores various tables. . In addition, the information device 102 installed at each site includes a control device 110 and a storage device 111.

  The storage device 109 in the exchange apparatus 101 stores a call information management table 117 ′ (call history information storage area 117), an incoming call control table 118, an incoming call distributable information table 119, and a waiting time table 120.

  First, the call history information management table 117 ′ manages call history information such as the number of transfers, transfer base, presence / absence of voice response by voice response device, presence / absence of corresponding person, and waiting time for each type of incoming call. It has a call history information storage area 117 for recording the contents.

Next, the incoming call control table 118 has an area for recording contents for managing incoming call control information such as incoming call control conditions and waiting control determination condition types for each business type.
The incoming call distributable information table 119 has an area for recording contents for managing incoming call distributable information such as idle waiting time, number of empty operators, operator skill, etc. for each base type.

  Furthermore, the waiting time table 120 has an area for recording contents for managing waiting time information such as predicted waiting time information for each base type. Next, a waiting control determination condition table 122 is stored in the storage device 111 in the information device 102.

  This waiting control determination condition table 122 collects a notification cycle timing and a notification timing counter for controlling a notification cycle when notifying the waiting control determination condition to another base, and a waiting control determination condition for another base ( A region for storing a collection cycle timing and a collection timing counter for controlling the collection cycle when requesting.

  The waiting control determination condition table 122 stores contents for managing priority conditions for determining waiting control, such as waiting time priority conditions, communication cost priority conditions, and responder priority conditions, for each waiting control determination condition type. It has an area to record.

  Next, the central control device 108 in the switching apparatus 101 includes a waiting control unit 112, an incoming call distribution control unit 113, a call history information transmission / reception control unit 114, a waiting control determination information transmission / reception control unit 115, and an incoming call distribution possible information transmission / reception control unit. 116 various functions are realized.

  The queuing control unit 112 performs queuing control when all the telephones in the incoming call or the incoming call group are busy and cannot perform incoming call processing immediately. The incoming call distribution control unit 113 executes control for distributing incoming calls to incoming telephones or telephones in an incoming call group.

  The call history information transmission / reception control unit 114 accepts call history information added to a call that has arrived at a site to which the call history information belongs, and a call history corresponding to the call when the incoming call is transferred to another site Control to add information.

  The waiting control determination information transmission / reception control unit 115 receives information necessary for the waiting control determination condition notified from the other site and stores it in the waiting control determination condition table 122 stored in the storage device 111 in the information device 102. In addition, the control for accumulating and notifying other sites of information necessary for the waiting control determination condition in the waiting control determination condition table 122 is executed.

  The incoming call distributable information transmission / reception control unit 116 receives incoming call distributable information notified from other bases at regular intervals, for example, and receives the incoming call distributable information table 119 stored in the storage device 109 in the switching apparatus 101. In addition, control for notifying the other sites of the incoming call distributable information in the incoming call distributable information table 119 at regular intervals, for example, is executed.

  Next, the control device 110 in the information device 102 realizes the function of the waiting control determination condition management control unit 121. The waiting control determination condition management control unit 121 manages and controls the waiting control determination condition table 122 in the storage device 111.

  By having the above configuration, in this embodiment, it is possible to execute queuing control from call history information added at the time of an incoming call. Further, in the present embodiment, it is possible to execute waiting control according to the priority set as a waiting control determination condition that is managed in advance between a plurality of bases on the network for each base.

Furthermore, in the present embodiment, it is possible to execute incoming call distribution control in accordance with incoming call distribution possible information that is managed in advance among a plurality of bases on the network for each base.
As a result, not only shortening the waiting time but also optimal call distribution control including communication costs etc. can be realized for each base constituting the networked call center system, and the efficiency related to the telephone service can be promoted. Can do.

Details of Waiting Control (Part 1) Based on the configuration of the above-described embodiment, the details of waiting control based on call history information added to an incoming call will be described with reference to the operation flowcharts of FIGS.

  In the following configuration, call history information indicating a waiting control state and a transfer state for a call is added to an incoming call transferred between bases. In addition, an incoming call control condition for each business type is set in advance in the exchange apparatus 101 at each site. Then, the switching apparatus 101 at each site performs optimal call waiting control and distribution for the transferred incoming call based on the call history information added thereto and the incoming call control conditions for each business type. Control can be performed.

  First, at each site, an incoming call control table 118 stored in the storage device 109 in the switching apparatus 101 is previously stored for each business type from a supervisory console (not shown) connected in advance to the LAN 106 in FIG. 1 or FIG. Incoming call control conditions are registered (step 301). For example, as shown in FIG. 5, the incoming call control condition is that an incoming call processing item is designated for each processing step.

  In the example of the incoming call control condition shown in FIG. 5, when processing step 1 is designated, an empty reception desk belonging to reception desk group 1 is searched and an incoming call is executed there. When processing step 2 is designated, when there is no vacant reception board by the search by processing step 1, waiting for 10 seconds is executed.

  When the processing step 3 is designated, the connection to the announcement machine is executed and the guidance voice is announced when there is no vacant reception board even after the waiting for 10 seconds in the processing step 2.

  When the processing step 4 is designated, the announcement of the guidance voice by the processing step 3 is continued for 20 seconds. When processing step 5 is designated, transfer to another site B is executed when there is still no vacant reception stand even after the guidance voice transmission time by the announcement machine designated in processing step 4 has elapsed.

  After the incoming call control condition is set in the incoming call control table 118, for example, the customer C shown in FIG. 1 or FIG. 2 makes a call and the call is once received at the site D, and then the site A via the dedicated line 104. (Step 302).

  In this case, the call history information transmission / reception control unit 114 in the exchange apparatus 101 arranged at the site D adds the call history information to the transferred call (incoming call) and transfers the call history information to the site A. FIG. 6 is a diagram showing a data format of a call setup message which is transfer information when the dedicated line 104 (FIG. 1 or FIG. 2) is realized by an ISDN dedicated line. In this message, fixed information indicating the incoming call, such as caller ID and caller ID non-notification reason, is set in the fixed information area, the number of transfers, transfer base, presence / absence of voice response by voice response device, responder Call history information including the presence / absence and waiting time is set in the call history information storage area in the user information area.

  The call history information transmission / reception control unit 114 in the switching apparatus 101 arranged at the site A accepts the call history information set in the call setting message transferred from the site D (step 303), and the call history information. From this, the number of transfers, the transfer base, the presence / absence of a voice response by the voice response device, the presence / absence of a corresponding person, the waiting time, etc. are extracted (step 304).

  Then, the call history information transmission / reception control unit 114 in the site A uses the above-mentioned extracted transfer count, transfer site, presence / absence of voice response by the voice response device, presence / absence of the responder, waiting time, etc. in the call setting message. The call history information is stored in the call history information storage area 117 in the call history information management table 117 ′ stored in the storage device 109 corresponding to the set incoming call (step 305).

  Subsequently, the queuing control unit 112 in the switching apparatus 101 arranged at the site A receives an incoming call corresponding to the business type of the incoming call in the incoming call control table 118 stored in the storage device 109 for the incoming call. According to the control condition, the reception desk group of the incoming call destination is determined (step 306). In the example of FIG. 5, the reception desk group 1 is determined according to processing step 1 of the incoming call control condition.

  Furthermore, the waiting control unit 112 searches whether there is a vacant reception table in the determined reception table group (step 307). If there is a vacant reception desk, the queuing control unit 112 controls the communication path switch 107 of FIG. 1 or 2 to execute an incoming call to the reception desk, and the process of the queuing control of FIGS. 3 and 4 (Step 307: YES)

  If there is no vacant reception desk, the waiting control unit 112 waits for the reception desk of the reception desk group to become free according to the incoming call control condition corresponding to the business type of the incoming call in the incoming call control table 118 (step 307). (→ 308). In the example of FIG. 5, waiting for 10 seconds is executed according to processing step 2 of the incoming call control condition.

  After the waiting, the waiting control unit 112 determines whether or not a free reception desk has occurred in the reception desk group (step 309). If an empty reception desk is generated, the meeting control unit 112 controls the communication path switch 107 of FIG. 1 or FIG. 2 to execute the incoming call to the reception board, and the process of the waiting control of FIG. 3 and FIG. Is finished (YES in step 309).

  If there is no empty reception board, the queuing control unit 112 extracts the next processing step of the incoming call control condition corresponding to the business type of the incoming call in the incoming call control table 118, and determines the content (step) 310, 311).

  As a result, when it is determined that the next processing step is other than the processing step for instructing transfer to another site, as in the example of processing step 3 and processing step 4 in FIG. 112 executes the incoming call control according to the processing step (step 312), and as a result, determines whether or not the reception desk to which the incoming call is to be received is determined (step 313).

  When the reception desk to which the incoming call is to be received is determined, the queuing control unit 112 executes the incoming call to the reception desk by controlling the communication path switch 107 of FIG. 1 or FIG. The waiting control process in FIGS. 3 and 4 is terminated (YES in step 313).

  When the reception desk to which the incoming call is to be received is not determined, the waiting control unit 112 sets the incoming call control condition corresponding to the business type of the incoming call in the incoming call control table 118. Further, the process of extracting the next processing step and determining the contents is repeated (steps 310 and 311).

  In the determination process of step 311 in the repetition of the process of step 310 → 311 → 312 → 313 → 310, a process step in which the next process step instructs transfer to another site as in the example of process step 5 of FIG. When the call control unit 112 determines that the call history information is stored in the call history information storage area 117 in the call history information management table 117 ′ corresponding to the type of the incoming call, the waiting control unit 112 The transfer condition in the incoming call control condition corresponding to the business type of the incoming call is checked, and the check result is determined (steps 314 and 315). Specifically, for example, the transfer destination base B designated in the processing step 5 of the incoming call control condition shown in FIG. 5 is the transfer base set in the call history information storage area 117 (the transfer source of the incoming call). It is checked whether or not they match. If this match is detected, if a transfer is performed, the incoming call will return to the site D where the incoming call first arrived, so the above check detects such a malfunction. .

  As a result of the check, if the transfer condition is not OK, for example, an announcement is made that the incoming call cannot be received, and the waiting control process in FIGS. 3 and 4 is terminated (the determination in step 315 is NO). ).

  If the transfer condition is OK as a result of the check, the queuing control unit 112 updates the information in the call history information storage area 117 in the call history information management table 117 ′ corresponding to the type of the incoming call (step 316). ). For example, the number of transfers is incremented and the own site A is set as the transfer site.

  Subsequently, control is transferred from the waiting control unit 112 to the call history information transmission / reception control unit 114. The call history information transmission / reception control unit 114 stores the call history information management table 117 ′ corresponding to the type of the incoming call in the call history information accumulation area (see FIG. 6) of the call setting message of the incoming call transferred to another site. The information of the call history information storage area 117 is set (step 317).

  Thereafter, the call history information transmission / reception control unit 114 transfers the call setting message corresponding to the incoming call to the designated other site via the dedicated line 104 (step 318), and waits in FIG. 3 and FIG. The control process ends.

Details of Wait Control (Part 2) Next, details of the wait control based on the wait control determination condition will be described with reference to the operation flowcharts of FIGS.
First, at each site, an incoming call control table 118 stored in the storage device 109 in the switching apparatus 101 is previously stored for each business type from a supervisory console (not shown) connected in advance to the LAN 106 in FIG. 1 or FIG. The incoming call control condition and the waiting control determination condition type are registered (step 301 '). As in the case of FIG. 5, this incoming call control condition is one in which an incoming call processing item is designated for each processing step as shown in FIG. However, in the processing step 5 shown in FIG. 9, after the exchange apparatus 101 inquires the information apparatus 102 about the waiting control determination condition, it is specified that the incoming call is transferred to the other site B. Different from the case of FIG. The waiting control determination condition type is specified by a keyword such as pattern 1, pattern 2 or the like for each job type as shown in FIG. 10, for example.

  As described above, the information device 102 holds the waiting control determination condition, and the switching device 101 designates the waiting control determination condition according to the waiting control determination condition type, so that very fine waiting control and distribution control for the incoming call can be performed. Can be realized.

  Next, the waiting control determination condition type is stored in the waiting control determination condition table 122 stored in the storage device 111 in the information device 102 from a supervisor console (not shown) connected to the LAN 106 in FIG. 1 or FIG. Each time, initial values of waiting time, communication cost, and each priority condition of the responder are set (step 301-2).

  Thereafter, the series of processes in steps 302 to 313 in FIGS. 7 and 8 when an incoming call is received at the site A is the same as the series of processes in steps 302 to 313 in FIGS. 3 and 4 described above. is there.

  7 and FIG. 8 differs from the operation flowcharts of FIG. 3 and FIG. 4 in that the incoming call control conditions are inquired about the waiting control determination conditions as shown, for example, as processing step 5 in FIG. This is a point where transfer to another site is instructed.

  In this case, that is, in the determination process of step 311 in the repetition of the processes of steps 310 → 311 → 312 → 313 → 310 of FIGS. 7 and 8, the next processing step as in the example of process step 5 of FIG. Is determined to be a processing step for instructing transfer to another site, the queuing control unit 112 first sets the queuing control determination condition type (corresponding to the business type of the incoming call in the incoming call control table 118). After extracting FIG. 10), the waiting control determination condition management control unit 121 (FIG. 1 or FIG. 2) in the information device 102 is inquired about the waiting control determination condition corresponding to the type. As a result, the waiting control determination condition management control unit 121 in the information device 102 determines the waiting control determination specified by the waiting control unit 112 in the exchange apparatus 101 from the waiting control determination condition table 122 stored in the storage device 111. The waiting control determination condition corresponding to the condition type, more specifically, waiting time, communication cost, and each priority condition of the responder are extracted, and the information is notified to the waiting control unit 112 in the exchange apparatus 101. (The above is step 801 in FIG. 8).

  Subsequently, the queuing control unit 112 executes, for example, queuing control in which communication cost is prioritized according to the extracted priority condition (step 802). In determining the communication cost, the queuing control unit 112 extracts the predicted waiting time for each base type in the queuing time table 120 stored in the storage device 109, thereby transferring the transfer destination designated by the incoming call control condition. It is determined whether or not the time difference between the predicted waiting time at the other site B and the predicted waiting time at the own site A is within 120 seconds, for example (step 803).

  If the time difference is within 120 seconds, the queuing control unit 112 does not transfer the incoming call to the other site B, and if there is, further sets the incoming control condition corresponding to the business type of the incoming call. The next processing step is extracted, and waiting control according to the processing step is executed (steps 804 and 805).

  On the other hand, if the time difference is greater than 120 seconds, the queuing control unit 112 executes a transfer process of the incoming call to the other site B (step 806). This process is in accordance with the series of processes in steps 316 to 318 in FIG. 4 described above.

Processing for notifying information of waiting control determination conditions to other bases In this embodiment, each base waits for other bases to be stored in the waiting control determination condition table 122 in the information device 102 arranged at its own base. The control decision condition can be notified at regular time intervals. As a result, the waiting control determination conditions can be optimized in the entire call center system connected by the dedicated line 104 and the WAN 105 (FIG. 1 or FIG. 2), and optimal waiting control can be realized.

  The process of notifying the information on the waiting control determination condition is executed mainly by the waiting control determination information transmission / reception control unit 115 in the exchange apparatus 101. FIG. 11 is an operation flowchart showing the notification process.

  First, the notification cycle timing value is set in advance in the waiting control determination condition table 122 stored in the storage device 111 in the information device 102 from a maintenance console (not shown) connected to the LAN 106 in FIG. 1 or FIG. At the same time, the notification timing counter is cleared (step 1101 in FIG. 11).

  Next, from a supervisory console (not shown) connected to the LAN 106 of FIG. 1 or FIG. 2 in advance, the waiting control determination condition table 122 stores waiting time, communication cost, and responder for each waiting control determination condition type. The initial value of each priority condition is set (step 1102).

  Thereafter, under the control of the waiting control determination condition management control unit 121 in the information device 102, the notification timing counter in the waiting control determination condition table 122 is updated in step 1104, while the counter value of the notification timing counter is notified in step 1103. Each time it is determined that the value coincides with the value of the cycle timing, the process waits for another site by a series of processing from step 1105 to step 1107 executed under the control of the waiting control determination information transmission / reception control unit 115 in the exchange apparatus 101. Control notification condition notification processing is executed.

  That is, when the determination in step 1103 is YES, the waiting control determination condition management control unit 121 in the information device 102 newly updates the waiting control determination condition stored in the waiting control determination condition table 122 in the storage device 111. Necessary information, that is, waiting time, communication cost, and corresponding priority conditions of the responder are extracted from the conditions, and notified to the waiting control determination information transmission / reception control unit 115 in the switching apparatus 101 (step 1105).

  Subsequently, the waiting control determination information transmission / reception control unit 115 notifies the information of those waiting control determination conditions to, for example, all other bases via the dedicated line 104 (step 1106).

  Thereafter, the waiting control determination condition management control unit 121 in the information device 102 clears the notification timing counter stored in the waiting control determination condition table 122 in the storage device 111, and the timing determination processing group in steps 1103 and 1104. (Step 1107 → 1103).

Processing for Collecting Information on Waiting Control Determination Conditions from Other Sites Contrary to the operation described above, each base can also operate to collect waiting control determination conditions from other bases at regular intervals. The process for collecting information on the waiting control determination condition is also performed mainly by the waiting control determination information transmission / reception control unit 115 in the exchange apparatus 101. FIG. 12 is an operation flowchart showing the collection process.

  First, the value of the collection cycle timing is set in advance in the waiting control determination condition table 122 stored in the storage device 111 in the information device 102 from a maintenance console (not shown) connected to the LAN 106 in FIG. 1 or FIG. At the same time, the collection timing counter is cleared (step 1201 in FIG. 11).

  Next, from a supervisory console (not shown) connected to the LAN 106 of FIG. 1 or FIG. 2 in advance, the waiting control determination condition table 122 stores waiting time, communication cost, and responder for each waiting control determination condition type. The initial value of each priority condition is set (step 1202).

  Thereafter, under the control of the waiting control determination condition management control unit 121 in the information apparatus 102, the collection timing counter in the waiting control determination condition table 122 is updated in step 1204, while the counter value of the collection timing counter is collected in step 1203. Each time it is determined that the value coincides with the value of the cycle timing, a waiting process from another base is performed by a series of processes from step 1205 to step 1207 executed under the control of the waiting control determination information transmission / reception control unit 115 in the exchange apparatus 101 A control determination condition collection process is executed.

  That is, when the determination in step 1203 is YES, the waiting control determination condition management control unit 121 in the information device 102 notifies the waiting control determination information transmission / reception control unit 115 in the exchange device 101, and as a result, the control unit 115 requests information required for the newly updated waiting control determination condition, that is, waiting time, communication cost, and each priority condition of the responder to other bases (step 1205).

  Subsequently, the waiting control determination information transmission / reception control unit 115 waits for information on the waiting control determination condition, and when receiving the information from another base, delivers it to the waiting control determination condition management control unit 121 in the information device 102. As a result, the control unit 121 sets the information on the waiting control determination conditions in the corresponding area in the waiting control determination condition table 122 (step 1206).

  Thereafter, the waiting control determination condition management control unit 121 in the information device 102 clears the collection timing counter stored in the waiting control determination condition table 122 in the storage device 111, and the timing determination processing group in steps 1203 and 1204. (Step 1207 → 1203).

In this embodiment, waiting control that can distribute incoming calls can be executed based on a declaration of possible distribution of incoming calls from other sites. With this control, an incoming call can be transferred to an optimum other site where incoming calls can be distributed when the local site cannot receive incoming calls.

  First, the incoming call distributable information transmission / reception control unit 116 in the exchange apparatus 101 receives incoming call distributable information notified from another base at regular intervals, for example, and stores it in the storage device 109 in the exchange apparatus 101. The incoming call distributable information table 119 is stored in the incoming call distributable information table 119 and the incoming call distributable information in the incoming call distributable information table 119 is notified to other bases at regular intervals, for example.

  With this control, information indicating the distribution status of incoming calls is stored in the incoming call distribution available information table 119 for each site type, and the information is updated at regular intervals. In this state, for example, the customer C shown in FIG. 1 or 2 makes a call, and the call arrives at the base A (step 1301).

The incoming call distribution control unit 113 in the switching apparatus 101 arranged at the site A once performs the above-described waiting control at the own site A for the incoming call (step 1302).
The incoming call distribution control unit 113 extracts an incoming call distributable information area for each base type in the incoming call distributable information table 119 (step 1303), and determines whether there is a base that can distribute incoming calls (step 1304).

  If there is no base that can distribute incoming calls, the incoming call distribution control unit 113 waits until a base that can distribute incoming calls occurs after a certain interval (step 1304 → 1305) (steps 1305 → 1303 → 1304 → 1305). Repeat).

  If there is a base that can distribute the incoming call (or has occurred), the incoming call distribution control unit 113 determines whether there are a plurality of bases that can distribute the incoming call (step 1306). If there are no bases that can distribute incoming calls, the incoming call is transferred to one base that can distribute incoming calls (steps 1306 → 1307). This process is in accordance with the series of processes in steps 316 to 318 in FIG. 4 described above.

  When there are a plurality of locations where incoming calls can be distributed, the incoming call distribution control unit 113 compares the incoming call distribution available information of the multiple locations, determines a forwarding destination site according to a predetermined incoming call distribution determination condition, and receives the incoming call The call is transferred to the base (steps 1306 → 1308). This transfer process also conforms to the series of processes in steps 316 to 318 in FIG. 4 described above.

Functions of Centralized Management Center In the embodiment shown in FIG. 1 or FIG. 2, the centralized management center 123 is configured to have an exchange device 124 and an information device 125 similar to the exchange device 101 and the information device 102 at each site. The The central management center 123 has a waiting control determination condition management table 126 for managing the waiting control determination conditions of the entire call center system connected by the dedicated line 104 and the WAN 105 in the information device 125. By communicating the waiting control determination conditions as needed, efficient management of the waiting control determination conditions can be realized.

  Supplementary information about the recording medium on which the program for realizing the present embodiment is recorded The present invention has the same functions as those realized by the respective configurations of the above-described embodiment of the present invention when used by a computer. It can also be configured as a computer-readable recording medium to be executed by a computer.

  In this case, as shown in FIG. 14, for example, various functions of the embodiment of the present invention are performed via a portable recording medium 1402 such as a floppy disk, a CD-ROM disk, an optical disk, a removable hard disk, and the network line 1403. A program to be realized is loaded into a memory (RAM or hard disk or the like) 1405 in the main body 1404 of the computer 1401 constituting the exchange apparatus 101 or the information apparatus 102 and executed.

  As described above in detail, according to the configuration of the present invention, at each site constituting the call center system via the network, very fine queuing control and distribution control for the incoming call based on the queuing control determination condition. Can be realized.

  In addition, it is possible to optimize the waiting control determination conditions in the entire bases constituting the call center system via the network, and to realize optimum waiting control and distribution control.

It is a system configuration figure (the 1) of an embodiment of the invention. It is a system configuration figure (the 2) of an embodiment of the invention. It is the operation | movement flowchart (the 1) of waiting control based on the call log information added to the incoming call. FIG. 6 is an operation flowchart (part 2) of waiting control based on call history information added to an incoming call. It is a figure which shows the example (the 1) of an incoming call control condition. It is a data format figure of the call setup message of the incoming call transferred between bases. It is the operation | movement flowchart (the 1) of the waiting control based on the waiting control determination condition. It is the operation | movement flowchart (the 2) of waiting control based on waiting control determination conditions. It is a figure which shows the example (the 2) of an incoming call control condition. It is a figure which shows the example of waiting control determination condition classification. It is an operation | movement flowchart which shows the notification process of the information of waiting control determination conditions. It is an operation | movement flowchart which shows the collection process of the information of waiting control determination conditions. It is an operation | movement flowchart of the waiting | waiting control by the declaration which can distribute incoming calls from other bases. It is explanatory drawing of the recording medium with which the program which implement | achieves this Embodiment was recorded.

Explanation of symbols

101, 124 Switching device 102, 125 Information device 103 Network 104 Dedicated line 105 WAN
106 LAN
107 Communication path switch 108 Central control device 109, 111 Storage device 110 Control device 112 Waiting control unit 113 Incoming distribution control unit 114 Call history information transmission / reception control unit 115 Waiting control decision information transmission / reception control unit 116 Incoming call distributable information transmission / reception control unit 117 Call History information storage area 117 ′ Call history information management table 118 Incoming control table 119 Incoming call distributable information table 120 Waiting time table 121 Waiting control decision condition management control unit 122, 126 Waiting control decision condition table 123 Centralized management center

Claims (8)

  A call center system that has a function of executing waiting control for incoming calls and a function of executing distribution control to other bases for each base, and is constructed by connecting the bases via a network. A network automatic call distribution control method to be realized for determining waiting control including at least a waiting time priority condition, a communication cost priority condition, and a responder priority condition for each business type for each base. A waiting control determination condition that is a condition of the incoming call is set, and at the site that received the incoming call, waiting control and distribution control for the incoming call are executed based on the waiting control determination condition corresponding to the business type of the incoming call A network automatic call distribution control method comprising the steps of:   2. The network automatic call distribution control method according to claim 1, further comprising a step of periodically notifying another site of the waiting control condition of the site for each site.   The method according to claim 1, further comprising a step of periodically collecting the meeting control condition from another site for each site.   The method according to claim 1, wherein the waiting control condition for each of the bases is centrally managed at a predetermined base, and the waiting that is centrally managed from the predetermined base for each of the bases. A network automatic call distribution control method, further comprising a step of acquiring a control condition.   A network automatic call that is arranged at each site constituting a call center system by being connected to each other by a network and has a function of executing waiting control for an incoming call and a function of executing distribution control to other sites. A distribution control device that stores at least waiting time priority conditions, communication cost priority conditions, and responder priority conditions for each business type, and a waiting control determination condition that is a condition for determining waiting control. Queuing control determination condition storage means for performing queuing control for the incoming call based on the queuing control determination condition stored in the queuing control determination condition storage means corresponding to the business type of the incoming call received by the local site And a waiting control means for executing distribution control. Work automatic call distribution control device.   6. The network automatic call distribution control device according to claim 5, further comprising waiting control determination condition notifying means for periodically notifying the other site of the waiting control condition of its own base.   6. The network automatic call distribution control device according to claim 5, further comprising waiting control determination condition collecting means for periodically collecting the waiting control condition from another base.   Connected to each other by a network, arranged at each site constituting a call center system, and used by a computer having a function of executing waiting control for an incoming call and a function of executing distribution control to other sites. A recording medium that records a program read by the service type, and includes at least a waiting time priority condition, a communication cost priority condition, and a responder priority condition for each business type, and determines waiting control. A function for storing a waiting control determination condition, which is a condition for receiving, and a function for executing waiting control and distribution control for the incoming call based on the waiting control determination condition corresponding to the business type of the incoming call received by the local site And a computer recording a program for causing the computer to Over data readable recording medium.

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