JP2009224968A - Call center system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call center system which transfers an incoming call to an appropriate call center and quickly respond to the incoming call. <P>SOLUTION: The call center system collects operator terminal congestion state data that indicate the congestion state of the respective operator terminals of a plurality of call center apparatuses, stores a collection of these data as a data base, and selects a call center apparatus which an incoming call is to be transferred to, from the plurality of call center apparatuses on the basis of the data base. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a call center system including a plurality of call center devices.

In a conventional call center system, when incoming calls are concentrated on a certain call center device and there is no or almost no operator terminal that can respond (hereinafter referred to as “the operator terminal is in a congested state”). When a new incoming call is transferred to another call center device, a method of selecting a transfer destination call center device based on information registered in advance in a database is generally used. For example, Patent Document 1 discloses a route table that stores one or more control steps for controlling an automatic call distribution procedure for an incoming call, and a transfer destination telephone number table that stores information for determining a transfer destination telephone number. When the incoming call is received, if the control step on the route table is a transfer control step, the transfer destination telephone number is determined with reference to the transfer destination telephone number table and provided by the public network. A call center device is disclosed that uses the incoming call transfer service to transfer the incoming call to the transfer destination telephone number.
JP-A-11-122358

  However, since the call center device disclosed in Patent Document 1 transfers an incoming call to a transfer destination telephone number registered in advance in the transfer destination telephone number table, an operator terminal belonging to the transfer destination call center device is in a congested state. Even when there is a state in which it is impossible to answer a transferred new incoming call, there is a problem that the incoming call is transferred to the transfer destination call center device. Further, depending on the registered contents of the transfer destination telephone number table, there is a problem that transfer destinations of incoming calls are concentrated on a specific call center device. In these cases, there is a problem in that it is impossible to immediately respond to a new incoming call, and the customer is dissatisfied. The present invention has been made in view of the above-described problems, and an object of the present invention is to provide a call center system capable of transferring an incoming call to an appropriate call center device and immediately responding to the incoming call.

  The call center system according to the present invention is a call center system including a plurality of call center devices each including at least one operator terminal, wherein at least one of the plurality of call center devices is the operator terminal in each of the plurality of call center devices. An operator terminal congestion state data collection unit that collects operator terminal congestion state data pieces representing a congestion state of the operator, a database storage unit that stores a set of the operator terminal congestion state data pieces as a database, and based on the database according to an incoming call And a transfer destination call center device selection unit that selects a transfer destination of the incoming call as a transfer destination call center device from among the plurality of call center devices.

  According to the present invention, a transfer source call center device in a call center system obtains an operator terminal congestion state data piece in each of a plurality of call center devices serving as transfer destination candidates, and is held in a database storage unit according to an incoming call. Since the transfer destination call center device to which the incoming call is to be transferred is selected based on the congestion state data piece of the operator terminal, it is possible to prevent the incoming call from being transferred to the call center device that cannot respond and to answer the incoming call immediately. In addition, there is an effect of preventing concentration of incoming calls to a specific call center device.

  Hereinafter, embodiments according to the present invention will be described in detail with reference to the accompanying drawings.

  FIG. 1 is a block diagram showing a call center system 1 according to this embodiment. The call center system 1 includes a transfer source call center device 100, transfer destination candidate call center devices 200-1 to 200-s (s is a positive integer), an IP network 300, and a public line network 400.

  The transfer source call center device 100 includes operator terminals 110-1 to 110-n (n is a positive integer), a PBX (private branch exchange) 120, and a CTI (Computer Telephony Integration) server 130.

  Each of the operator terminals 110-1 to 110-n is a telephone terminal used by an operator, and is connected to a customer telephone terminal (not shown) via the public network 400 in response to an incoming call distributed from the PBX 120. It has a telephone call function for making a telephone call.

  The PBX 120 receives an incoming call from a customer telephone terminal (not shown) via the public line network 400, and assigns the incoming call to one of the operator terminals 110-1 to 110-n, and the incoming call A private branch exchange having a call transfer function for transferring a call to one of transfer destination candidate call center apparatuses 200-1 to 200-s. The PBX 120 allocates or forwards the incoming call in response to the notification of the assignment destination operator terminal or the transfer destination call center device from the transfer destination call center device selection unit 133.

  The CTI server 130 is a server that integrates and operates a call function and a computer system, and includes an operator terminal congestion state collection unit 131, a database storage unit 132, and a transfer destination call center device selection unit 133.

  The operator terminal congestion state collection unit 131 collects operator terminal congestion state data pieces and stores the set in the database storage unit 132 as a database. Here, the congestion represents a mode in which incoming calls are concentrated on one call center device and is congested, and the operator terminal congestion state data fragment is the degree of congestion of operator terminals belonging to one call center device, that is, the current response. Depending on the number of operator terminals (hereinafter referred to as vacant operator terminals) that can immediately respond to new incoming calls, or the ratio of the number of vacant operator terminals to the total number of operator terminals belonging to one call center device, etc. It is data representing a congestion state.

  When collecting the operator terminal congestion state data pieces of each of the transfer destination candidate call center devices 200-1 to 200-s, the operator terminal congestion state collecting unit 131 transfers the transfer destination candidate call center device 200- when the CTI server 130 is activated. An operator terminal congestion state notification request is issued to each of 1 to 200-s. The operator terminal congestion state collection unit 131 receives operator terminal congestion state data pieces from each of the transfer destination candidate call center devices 200-1 to 200-s according to the operator terminal congestion state notification request via the IP network 300. Is stored in the database storage unit 132. Further, when the operator terminal congestion state collection unit 131 collects the operator terminal congestion state data pieces of the transfer source call center apparatus 100 to which the operator terminal congestion state belongs, the operator terminal congestion state collection unit 131 occupies a free operator based on the respective call states of the operator terminals 110-1 to 110-n. The number of terminals is grasped, operator terminal congestion state data pieces representing the number or ratio of the empty operator terminals are generated, and stored in the database storage unit 132.

  The database storage unit 132 stores a set of operator terminal congestion state data pieces from the operator terminal congestion state collection unit 131 as a database in the congestion state management table. FIG. 2 is a diagram illustrating an example of a congestion state management table. When the operator terminal congestion state data piece represents the number of empty operator terminals, the database storage unit 132 stores the identifier of the call center device from which the operator terminal congestion state data piece is collected (hereinafter referred to as a call center device identifier), and an empty operator. The number of terminals is stored in association with each other. Here, the call center device identifier D100 of the transfer source call center device 100 and the number of empty operator terminals 0 among the operator terminals 110-1 to 110-n are stored in association with each other. The call center device identifiers of the transfer destination candidate call center devices 200-1, 200-2,..., 200-s are D200-1, D200-2,. The identifiers D200-1, D200-2,..., D200-s store the number of empty operator terminals 0, 6,. The call center device identifier is not particularly limited, and may be a unique identifier that can identify each of the transfer source call center device 100 and the transfer destination candidate call center devices 200-1 to 200-s. Further, the information associated with the call center device identifier may be information other than the number of empty operator terminals, and represents, for example, the ratio of the number of empty operator terminals to the number of all operator terminals included in one call center device as shown in FIG. Information such as an empty operator terminal rate may be used.

  When the PBX 120 accepts an incoming call, the transfer destination call center device selection unit 133 allocates the incoming call to any one of the operator terminals 110-1 to 110-n, or forward destination candidate call center devices 200-1 to 200-1. 200-s is selected, and when the transfer is performed, the transfer destination to which the incoming call is to be transferred from among the transfer destination candidate call center devices 200-1 to 200-s. A call center device is also selected. The transfer destination call center device selection unit 133 refers to the congestion state management table of the database storage unit 132, and if the number of empty operator terminals associated with the call center device identifier D100 is 1 or more, the operator terminals 110-1 to 110 are used. It is determined that there is an empty operator terminal in -n, and it is selected that the incoming call is allocated with the empty operator terminal as an allocation destination operator terminal.

  The transfer destination call center device selection unit 133 refers to the congestion state management table in the database storage unit 132, and if the number of empty operator terminals associated with the call center device identifier D100 is 0, the operator terminals 110-1 to 110- It is determined that there is no empty operator terminal among n, and it is selected to transfer to any of the transfer destination candidate call center devices 200-1 to 200-s. In addition, the transfer destination call center device selection unit 133 refers to the congestion state management table of the database storage unit 132 and determines the maximum number of free operator terminals associated with each of the call center device identifiers D200-1 to D200-m. And the transfer destination candidate call center device corresponding to the call center device identifier associated with the maximum number of empty operator terminals is determined as the transfer destination call center device to be transferred.

  The transfer destination call center device selection unit 133 notifies the PBX 120 of the allocation destination operator terminal and the transfer destination call center device.

  The transfer destination candidate call center device 200-1 includes operator terminals 210-1 to 210-m (m is a positive integer), a PBX 220, and a CTI server 230.

  Each of the operator terminals 210-1 to 210-m is a telephone terminal used by an operator, and is connected to a customer telephone terminal (not shown) via the public network 400 according to an incoming call distributed from the PBX 220. It has a telephone call function for making a telephone call.

  The PBX 220 accepts an incoming call from a customer telephone terminal (not shown) via the public network 400 and has a call exchange function having a call distribution function for allocating the incoming call to one of the operator terminals 210-1 to 210-m. It is.

  The CTI server 230 is a server that integrates and operates a call function and a computer system, and includes an operator terminal congestion state data generation unit 231 and an operator terminal congestion state data transmission unit 232. In response to the operator terminal congestion state notification request from the transfer source call center device 100, the operator terminal congestion state data generation unit 231 calculates the number of empty operator terminals based on the call state of each of the operator terminals 210-1 to 210-m. The operator terminal congestion state data piece representing the number or ratio of the empty operator terminals is grasped. The operator terminal congestion state data transmission unit 232 transmits the operator terminal congestion state data piece to the transfer source call center device 100.

  Each of transfer destination candidate call center apparatuses 200-2 to 200-s has the same configuration as transfer destination candidate call center apparatus 200-1.

  FIG. 4 is a flowchart showing an operator terminal congestion state acquisition processing routine. FIG. 5 is a sequence diagram showing the operation in the operator terminal congestion state acquisition process. Hereinafter, the operator terminal congestion state acquisition process will be described with reference to FIGS.

  First, the operator terminal congestion state collection unit 131 of the transfer source call center device 100 issues an operator terminal congestion state notification request to each of the transfer destination candidate call center devices 200-1 to 200-s when the CTI server 130 is started up or the like ( Step S101).

  The operator terminal congestion state data generation unit 231 of the transfer destination candidate call center device 200-1 responds to the operator terminal congestion state notification request from the transfer source call center device 100, and each call state of the operator terminals 210-1 to 210-m. The number of vacant operator terminals is confirmed based on the above, and an operator terminal congestion state data piece representing the number or ratio of the vacant operator terminals is generated (step S102). The operator terminal congestion state data transmission unit 232 transmits the operator terminal congestion state data piece to the transfer source call center device 100 (step S103). Similarly, each of the transfer destination candidate call center devices 200-2 to 200-s transmits an operator terminal congestion state data piece to the transfer source call center device 100 in response to an operator terminal congestion state notification request from the transfer source call center device 100.

  The operator terminal congestion state collection unit 131 of the transfer source call center device 100 receives operator terminal congestion state data from each of the transfer destination candidate call center devices 200-1 to 200-s according to the operator terminal congestion state notification request via the IP network 300. The pieces are received, and these sets are stored in the database storage unit 132 as a database (step S104). The database storage unit 132 stores a set of operator terminal congestion state data pieces from the operator terminal congestion state collection unit 131 as a database in the congestion state management table. As shown in the congestion state management table of FIG. 2, the database storage unit 132 has call center device identifiers D200-1, D200-2,... Representing each of the transfer destination candidate call center devices 200-1 to 200-s. D200-s and the number of empty operator terminals 0, 6,..., 2 are stored in association with each other.

  The operator terminal congestion state data generation unit 231 of the transfer destination candidate call center apparatus 200-1 monitors the call status of the operator terminals 210-1 to 210-m (step S105), and the operator terminals 210-1 to 210-m. When a change occurs in the operator terminal congestion state at the end of one of the calls, an operator terminal congestion state data piece representing the operator terminal congestion state after the change is generated (step S106). The operator terminal congestion state data transmission unit 232 transmits the changed operator terminal congestion state data piece to the transfer source call center device 100 (step S107). Similarly, when each of the transfer destination candidate call center apparatuses 200-2 to 200-s changes in the operator terminal congestion state, an operator terminal congestion state data piece indicating the operator terminal congestion state after the change is transferred to the transfer source call center apparatus. To 100.

  The operator terminal congestion state collection unit 131 of the transfer source call center apparatus 100 receives the changed operator terminal congestion state data piece from each of the transfer destination candidate call center apparatuses 200-1 to 200-s via the IP network 300. In step S108, the database storage unit 132 is updated with the congestion state management table.

  Through the above-described operator terminal congestion state acquisition process, the latest operator terminal congestion state of each of the transfer destination candidate call center devices 200-1 to 200-s is held in the database storage unit 132 of the transfer source call center device 100.

  FIG. 6 is a flowchart showing a transfer destination call center device selection processing routine in the transfer source call center device 100. The transfer destination call center device selection process in the transfer source call center device 100 will be described below with reference to FIG.

  First, the PBX 120 accepts an incoming call from a customer telephone terminal (not shown) via the public network 400 (step S201).

  When the PBX 120 receives an incoming call, the operator terminal congestion state collection unit 131 grasps the number of empty operator terminals based on the call status of each of the operator terminals 110-1 to 110-n, and An operator terminal congestion state data piece representing the number or ratio is generated and stored in the database storage unit 132 (step S202). As shown in the congestion state management table of FIG. 2, the database storage unit 132 stores a call center device identifier D100 representing the transfer source call center device 100 and the number 0 of empty operator terminals in association with each other.

  Next, the transfer destination call center device selection unit 133 determines whether any of the operator terminals 110-1 to 110-n can respond to the incoming call (step S203). That is, the transfer destination call center device selection unit 133 refers to the congestion state management table of the database storage unit 132, and if the number of empty operator terminals associated with the call center device identifier D100 is 1 or more, the operator terminal 110-1 It is determined that there is an available operator terminal in .about.110-n, and it is selected that the incoming call is allocated using the available operator terminal as an allocation destination operator terminal (step S204). At this time, the transfer destination call center device selection unit 133 instructs the PBX 120 to use the empty operator terminal (any one of the operator terminals 110-1 to 110-n) as the incoming call distribution destination. The PBX 120 distributes the incoming call to the empty operator terminal according to the instruction.

  On the other hand, the transfer destination call center device selection unit 133 refers to the congestion state management table in the database storage unit 132, and if the number of empty operator terminals associated with the call center device identifier D100 is 0, the operator terminals 110-1 to 110-1 are used. 110-n determines that there is no empty operator terminal, and selects to transfer to any of the transfer destination candidate call center devices 200-1 to 200-s (step S205).

  In addition, the transfer destination call center device selection unit 133 refers to the congestion state management table of the database storage unit 132 and determines the maximum number of free operator terminals associated with each of the call center device identifiers D200-1 to D200-m. And the transfer destination candidate call center device corresponding to the call center device identifier associated with the maximum number of empty operator terminals is selected as the transfer destination call center device to be transferred (step S206). For example, when the maximum value of the number of empty operator terminals in the congestion state management table is 6, the transfer destination candidate call center device 200-2 corresponding to the call center device identifier D200-2 associated with the number of empty operator terminals 6 is displayed. The destination call center device to which the incoming call is to be transferred is selected.

  The transfer destination call center device selection unit 133 instructs the PBX 120 of the transfer destination candidate call center device 200-2 as the transfer destination call center device to which the incoming call is to be transferred. In response to the instruction, the PBX 120 transfers the incoming call to the transfer destination candidate call center device 200-2 (step S207).

  As described above, the transfer source call center device 100 in the call center system 1 according to the present embodiment acquires the operator terminal congestion state in each of the transfer destination candidate call center devices 200-1 to 200-s and stores the latest operator terminal congestion state in the database. A transfer destination call center device to which the incoming call is to be transferred is selected based on the latest operator terminal congestion state held in the storage unit 132 and received in the database storage unit 132 when the incoming call is accepted. At this time, the transfer source call center device 100 immediately responds to a new incoming call based on the congestion state of the operator terminal represented by the congestion state of the operator terminal, that is, the number and ratio of the empty operator terminals belonging to one call center device. The incoming call is transferred to a transfer destination candidate call center apparatus in which there are many operator terminals that can respond to the call. This prevents an incoming call from being transferred to a call center device that is unable to answer, thereby enabling an immediate response to the incoming call, and also has an effect of preventing the concentration of incoming calls to a specific call center device.

  The present embodiment is an example in which the transfer source call center device 100 and the transfer destination candidate call center devices 200-1 to 200-s are distinguished for convenience, but each of the call center devices included in the call center system 1 is the transfer source. By having the functions of both the call center device 100 and the transfer destination candidate call center device 200-1, all call center devices can be call center devices of the transfer source and transfer destination.

It is a block diagram showing the call center system by a present Example. It is a figure showing the example of a congestion state management table. It is a figure showing another example of a congestion state management table. It is a flowchart showing an operator terminal congestion state acquisition process routine. It is a sequence diagram showing the operation | movement in an operator terminal congestion state acquisition process. It is a flowchart showing the transfer destination call center apparatus selection process routine in a transfer origin call center apparatus.

Explanation of symbols

1 Call Center System 100 Transfer Source Call Center Devices 110-1 to 110-n Operator Terminal 120 PBX
130 CTI Server 131 Operator Terminal Congestion Status Collection Unit 132 Database Storage Unit 133 Transfer Destination Call Center Device Selection Units 200-1 to 200-s Transfer Destination Call Center Devices 210-1 to 210-m Operator Terminal 220 PBX
230 CTI server 231 Operator terminal congestion state data generation unit 232 Operator terminal congestion state data transmission unit 300 IP network 400 Public line network

Claims (5)

A call center system including a plurality of call center devices each including at least one operator terminal,
At least one of the plurality of call center devices is
An operator terminal congestion state collection unit for collecting operator terminal congestion state data pieces representing the congestion state of the operator terminal in each of the plurality of call center devices;
A database storage unit for storing a set of operator terminal congestion state data pieces as a database;
A call center system, comprising: a transfer destination call center device selection unit that selects a transfer destination of the incoming call as a transfer destination call center device from among the plurality of call center devices based on the database in response to an incoming call. The operator terminal congestion state collecting unit,
Operator terminal congestion state data transmission request means for issuing a transmission request for the operator terminal congestion state data piece to each of the call center devices;
The call center system according to claim 1, further comprising operator terminal congestion state data acquisition means for acquiring operator terminal congestion state data pieces from each of the call center devices according to the transmission request. Each of the call center devices
An operator terminal congestion state data generation unit that generates the operator terminal congestion state data piece based on the call state of each of the operator terminals included in the call center device to which the device itself belongs according to the transmission request;
The call center system according to claim 2, further comprising: an operator terminal congestion state data transmission unit that transmits the operator terminal congestion state data piece to the call center device that has issued the transmission request. The operator terminal congestion state data piece includes at least the number of empty operator terminals indicating the number of empty operator terminals included in the call center device,
2. The call center system according to claim 1, wherein the transfer destination call center device selection unit selects a call center device selected based on the number of empty operator terminals as the transfer destination call center device. The operator terminal congestion state data piece includes at least a vacant operator terminal rate representing a ratio of the vacant operator terminal numbers to all operator terminal numbers included in the call center device,
2. The call center system according to claim 1, wherein the transfer destination call center apparatus selection unit sets the call center apparatus selected based on the empty operator terminal rate as the transfer destination call center apparatus.

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