JP3313075B2 - Call center system, receiving terminal setting method, and recording medium - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a call center system used for operation of a call center business as a general telephone reception desk, and particularly when a telephone call from a customer is received, an appropriate operator terminal (apparatus) for the telephone. The present invention relates to a call center system for realizing an incoming call to a telephone, a receiving terminal setting method, and a recording medium.

[0002]

2. Description of the Related Art A call center is a general telephone reception desk such as an emergency service dispatch center, a telemarketing sales center, a customer service center, and other call distribution centers. In this type of call center, a large number of agents, such as agents, that is, a large number of operators are arranged, and the operators receive telephone calls from customers and perform necessary services and other tasks. For this reason, the call center appropriately distributes incoming calls from customers to terminals provided for each operator. In addition, in order for an operator to respond to a telephone call from a customer and respond appropriately, it is often necessary to refer to customer information and other data from a database or the like.

Therefore, in a call center system for operating such a call center business, a client computer and a telephone are provided as terminals arranged for each operator, and customer information and the like obtained from a database on a server are stored in the terminals. Display
The call from the customer is distributed in the server, and the call is received at the appropriate terminal telephone via the switching system. When an operator receives an incoming call at his / her own terminal, the operator answers using his / her telephone.

[0004] Incidentally, the setting method of the receiving terminal in the conventional call center system is very simple, and tends to cause a problem in efficient operation of an operator and a problem in dealing with customers. That is, in most cases, the conventional call center system has been set so that each customer's telephone is averagely received by each operator. For example, Japanese Patent Laying-Open No. 6-261129 discloses an example of a call center system for receiving calls of this type of customer on average.

[0005]

As described above, simply averaging the incoming call sets the receiving terminal regardless of the level (ability) of the operator, so that the setting of the receiving terminal does not reflect the level of the operator. was there. As described above, when a case occurs where the operator does not meet the level desired by the customer, a situation arises in which the customer cannot always respond satisfactorily.

As a means for solving this problem, there is also a system which adopts a method in which, when a call is made from a customer, the system is set so that a call is lastly received by an operator corresponding to the customer. Also, there is a possibility that incoming calls may be concentrated on a specific operator, which may cause a problem in efficient operation of the operator.

[0007] The call center is a contact point for customers and, at the same time, has a large number of operators. Therefore, it is desirable that both positions be satisfied as much as possible to realize customer satisfaction and efficient operator operation.

The present invention has been made in view of the above-mentioned circumstances, and realizes efficient operation of an operator and sufficient response to customers by controlling the setting of a receiving terminal step by step according to a step-by-step priority order. It is an object of the present invention to provide a call center system, a receiving terminal setting method, and a recording medium that can be used.

[0009]

To achieve the above object, according to the Invention The call center system according to the first aspect of the invention, based on the customer information when the received call from a customer, the incoming
Incoming operator specifying information to specify the operator and incoming call
Designation information acquisition means for acquiring designation information including rank designation information for designating a rank of an operator ; and a call receiving device acquired by the designation information acquisition means for receiving a received phone call.
Terminating terminal setting means for setting a terminal to be distributed in accordance with a priority order based on data designation information and the rank designation information; and incoming control means for terminating the call to the terminal set by the terminating terminal setting means. I do.

Further, the call center system according to the second aspect of the present invention includes, when receiving a telephone call from a customer, based on customer information, incoming operator specifying information for specifying a receiving operator and rank specifying information for specifying a rank of the receiving operator. a designation information acquisition means for acquiring specification information, end
Terminal that determines whether the terminal is in a standby state that can receive calls
The status information is obtained by the state determination unit and the designation information obtaining unit.
Based on the incoming operator designation information
Operator-specified information processing that preferentially selects the corresponding terminal
Or equivalent to the rank based on the
Give priority to the terminal corresponding to the upper or higher operator
Rank designation information processing means to be selected, and terminal in standby
If there is, select the terminal, and when there is no terminal
Comprises non-designated processing means for setting a non-call
Based on the state of the terminal determined by the state determination means,
Operator-specified information processing means, rank-specified information processing operator
Priority in the order of the terminal and the non-designated processing means
Set the devices to which incoming calls should be distributed according to their priority
Incoming call terminal setting means, and incoming call control means for receiving the call to the incoming call terminal set by the incoming call terminal setting means.

[0011] The receiving terminal setting means may include the receiving operator.
When data information is acquired, the
Terminal selected by the operator-specified information processing means
The incoming operator-designated information is acquired and the
The terminal corresponding to the data is not waiting and the rank specification information is obtained
And the incoming operator specified information is not obtained
When rank designation information is obtained, it is equivalent to the rank
Terminals corresponding to the above or higher operators
Is selected by the link designation information processing means, and the rank designation information is
The terminal corresponding to the acquired operator is waiting
If not, and the incoming operator information also rank specified information
If not obtained, wait by the unspecified processing means
Select one of the terminals inside and one of these means
Will set the terminal selected by priority as the receiving terminal.
You may do it.

The rank specifying information processing means and the non-specifying processing
At least one of the
If there are multiple terminals, the terminal with the least number of previous calls
A means for selecting the end may be included. Further, the designation information obtaining means may include a means for identifying a customer based on transmission source telephone number information notified at the time of reception.

A receiving terminal setting method according to a third aspect of the present invention includes receiving operator specifying information for specifying a receiving operator and rank specifying information for specifying a ranking of a receiving operator based on customer information when receiving a telephone call from a customer. a designation information acquisition step of acquiring designation information, the terminal is an incoming
Terminal status judgment to determine whether or not
Obtained in another step and the specified information obtaining step
Based on the incoming operator designation information
Operator-specified information processing that preferentially selects the corresponding terminal
Same as the relevant rank based on the
Priority is given to terminals corresponding to operators who are equal to or higher than
Rank-specifying information processing step for selective selection and standby
If there is a terminal in standby, select that terminal and
Not include an unspecified processing step to set
The terminal status determined in the terminal status determination step.
Information processing step specified by the operator,
The order of the information processing step and the unspecified processing step
Received in order of priority, giving priority to terminal designation by number
Incoming terminal setting step for setting the terminal to which the call should be delivered
And an incoming call control step of receiving the call to the incoming terminal set in the incoming terminal setting step,
The receiving terminal setting step includes receiving the receiving operator information.
When obtained, connect the terminal corresponding to the operator to the
Select in the information processing step specified by the operator, and
The operator specified information is obtained and corresponds to the operator
When rank designation information is obtained when the terminal is not waiting,
And the incoming operator specified information is not obtained
When information is obtained, it is equal to or higher than the rank
The terminal corresponding to the higher order operator is assigned the rank designation information.
Selected in the processing step, the rank designation information is obtained
If the terminal corresponding to the corresponding operator is not waiting
And both incoming operator information and rank designation information
If not, the end waiting in the unspecified processing step
Choose one of the last and go to one of these steps
To set more preferentially selected terminal to the receiving terminal, this
And features.

At least one of the rank designation information processing step and the non-designation processing step includes a step of selecting a terminal having the least number of previous incoming calls when there are a plurality of corresponding waiting terminals. May be.

[0015] The specifying information obtaining step may include a step of identifying the customer based on the source telephone number information notified at the time of reception.

A recording medium according to a fourth aspect of the present invention comprises:
The computer, have group <br/> Dzu customer information when the received call from a customer, the incoming operator designation that specifies the incoming operator
Rank information that specifies the information and the rank of the called operator
Specifying information acquisition means for acquiring specification information including the distribution, the obtained by the specification information obtaining unit was received telephone
Based on the incoming operator designation information and the rank designation information
In addition, a program is recorded for functioning as a receiving terminal setting means for setting a terminal to be distributed according to a priority order, and a receiving control means for receiving the call to the terminal set by the receiving terminal setting means.

A recording medium according to a fifth aspect of the present invention comprises:
The computer, on the basis of the customer information when the received call from a customer, the incoming operator designation information and designation information acquisition means for acquiring specification information including the rank designation information for designating the rank of the incoming operator to specify a call operator, the finger
Incoming operator-specified information obtained by the
The terminal corresponding to the operator based on the
Operator specified information processing means to be selected, rank specified information
Based on the rank of the same or higher operator
Rank designation information that preferentially selects the terminal corresponding to the data
If there is a processing means and a terminal in standby, select the terminal
If no terminal is waiting,
Including the designated processing means, the operator designated information processing means,
Link designated information processing means and non-designated processing means
Distribute incoming calls according to priority given priority
There is recorded a program for functioning as a receiving terminal setting means for setting a terminal to be set, and a receiving control means for receiving the call to the receiving terminal set by the receiving terminal setting means.

A call center system, a receiving terminal setting method, and a recording medium according to the present invention acquire specified information based on customer information when receiving a telephone call from a customer, and distribute the received telephone according to a predetermined priority based on the specified information. A terminal to be set is set, and the terminal receives a call from the customer. Therefore, the step-by-step incoming terminal is set according to a predetermined priority, and efficient operation of the operator and appropriate handling of customers are supported.

[0019]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS A call center system according to an embodiment of the present invention will be described below with reference to FIGS.

FIG. 1 schematically shows a configuration of a call center system according to an embodiment of the present invention, and FIG. 2 shows a system configuration based on specific hardware of the call center system.

The call center system shown in FIG. 1 includes a designated information acquisition section 11, a terminating terminal setting section 12, and a terminating control section 1.
3 is provided.

When receiving a telephone call from a customer, the designated information acquiring section 11 performs a process based on the source telephone number information (originating ID: information for a so-called number display or the like).
The customer database is checked, and designated information including operator designated information and rank designated information is obtained.

The receiving terminal setting section 12 selects and sets the terminals to be received in a stepwise manner based on the contents of the operator-specifying information and the rank-specifying information and their presence / absence in accordance with their priorities. That is, control is performed as follows based on each piece of designation information acquired by the designation information acquisition unit 11.

First, when the incoming operator designation information is obtained, if a terminal corresponding to the operator is on standby, the terminal is preferentially selected. Also, when the incoming operator designation information is obtained and the terminal corresponding to the operator is not on standby and rank designation information is acquired, and when the incoming operator designation information is not acquired and the rank designation information is acquired If a terminal corresponding to an operator higher than the rank (it may be higher than the rank; in the following, for ease of understanding, it is higher), the terminal is preferentially selected if it is on standby. . Then, when rank designation information is acquired and the terminal corresponding to the operator is not waiting, and when neither the operator designation information nor the rank designation information is acquired, if there is a waiting terminal, the terminal is selected. When no terminal is waiting, the terminal is set to non-receiving. In this way, terminals to be distributed are set according to a predetermined priority.

That is, the receiving terminal setting unit 12 includes the operator-specified information processing unit 121 and the rank-specified information processing unit 12.
2 and a non-designated processing unit 123.

When the incoming operator-designated information is obtained, the operator-designated information processing section 121 preferentially selects the terminal if the terminal corresponding to the operator is on standby, and otherwise designates the rank-designated terminal. The process proceeds to the information processing unit 122.

The rank specifying information processing section 122 receives the incoming operator specifying information, and when the terminal corresponding to the operator is not on standby and the rank specifying information is obtained,
And when the incoming operator designation information is not acquired and rank designation information is acquired, if a terminal corresponding to an operator higher than the rank is on standby, the terminal is preferentially selected, and otherwise not selected. Sometimes, unspecified processing unit 1
The process moves to step 23.

When the rank designation information is acquired and the terminal corresponding to the operator is not waiting, and when neither the operator designation information nor the rank designation information is acquired, the non-designation processing unit 123 sets the waiting terminal to If so, the terminal is selected, and if there is no terminal on standby, the terminal is set to non-receiving.

The incoming call control unit 13 receives a call from a customer at the incoming terminal selected and set by the operator-specified information processing unit 121, the rank-specified information processing unit 122, and the non-designated processing unit 123 of the incoming terminal setting unit 12.

Such a call center system is shown in FIG.
It is realized by a hardware configuration as shown in FIG.

The call center system shown in FIG. 2 has a server (computer) 1 and a DID (Direct Inword Dialin).
g) Conversion adapter 2, database system 3, PBX
(Private Branch Exchange—Private Branch Exchange) A main unit 4 and first to third terminals 5 are provided. For example, first to third
The terminal 5 includes a client (computer) 51 and a telephone 52, and the terminal 5 and the server 1 are coupled to a network bus B. A DID conversion adapter 2 and a database system 3 are connected to the server 1,
The ID conversion adapter 2 is connected to the telephone public network and also to the PBX main unit 4. PBX main unit 4
Is coupled to the telephone 52 of the first to third terminals 5.

The server 1 includes a database server 1a, an application server 1b, and a CTI (Computer Telep
hony Integration) server 1c. The database server 1a is configured such that the server 1 is a database system 3
Works when accessing. The application server 1b executes applications such as personnel management, welfare / consultation records, business management, claims management, real estate management, and a help desk as necessary. In the present invention, the process from determining the incoming call to the receiving terminal and causing the terminal to receive the call is all performed by the CTI server 1c. That is, the configuration shown in FIG. 1 is realized as a function achieved by software processing in the CTI server 1c.

That is, a telephone call from a customer arrives at the DID conversion adapter 2 via the telephone public network. The DID conversion adapter 2 notifies the server 1 of an incoming call and supplies source phone number information (calling ID). Server 1 CTI
The server 1c performs a receiving terminal determination process, and notifies the client 51 of the terminal 5 of the source telephone number information + the receiving event according to the processing result. Client 51
Searches the database system 3 based on the given source telephone number information, and displays the search result on the screen of the client 51 (screen pop-up function).
The CTI server 1c stores the dial-in number of the corresponding terminal 5 (first terminal: 1001, second terminal: 1002, third terminal: 1).
003) via the DID conversion adapter 2 to the PBX main unit 4
And the telephone from the customer is sent to the telephone 52 of the corresponding terminal 5.
(ACD (Automatic Call Distributor)
function). In this way, the calling customer can talk to the appropriate operator.

Each terminal 5 can transfer the incoming call from the customer to another terminal as necessary (an escalation (transfer) function).

Next, the receiving terminal determining process in the CTI server 1c will be described with reference to the principle flowchart shown in FIG.

(1) Incoming Operator Designation Process It is checked whether or not the incoming customer has been designated as an incoming operator (step P1). If there is an incoming operator specified, it is checked whether the specified operator is on standby (step P2). If the designated operator is on standby, a call from the customer is received by the terminal corresponding to the designated operator (step P
3). If it is determined in step P2 that the operator specified is not waiting, the process proceeds to rank specification processing (step P4).

(2) Rank Designation Process If it is determined in step P1 that there is no designation of an incoming operator, and if the operator designated in step P2 is not on standby, whether rank has been designated for the received customer Check whether or not (Step P
5). If there is a rank designation, it is checked whether or not an operator higher than the rank designated by the customer is on standby (step P6). If the designated operator is on standby, a call from the customer is received by the terminal corresponding to the designated operator (step P7). Step P
If it is determined that the operator corresponding to the rank higher than the rank specified in 6 is not on standby, the process shifts to the no-call designation process (step P8).

(3) Incoming No Call Designation Process In step P5, when it is determined that the customer has no rank designation, and when the operator designated in step P6 is not waiting, whether there is a waiting terminal. It is checked whether it is not (step P9). If there is a terminal that is on standby, the call is received by the terminal that is on standby (step P10). If there is no waiting terminal, it is determined that a call cannot be received and the call is rejected (step P11).

In step P7 and step P10, when there are a plurality of the corresponding terminals, the terminal having the least number of incoming calls or the least incoming frequency is selected and made to receive an incoming call.

Next, an incoming call process in the CTI server 1c will be described with reference to a more specific flowchart shown in FIG.

When a call is received from a customer, first, caller telephone number information is obtained (step S1), and based on the caller telephone number information, a call receiving operator table T1 in the database system 3 is referred to to receive a call. An incoming operator code for specifying an operator and rank information for specifying a rank are acquired (step S2). In the incoming call operator table T1, each information of a customer's telephone number, customer name, incoming call operator code and rank is tabulated and stored.

Then, it is determined whether or not the incoming operator code is specified (step S3). If the incoming operator code is specified, the terminal status table T2 is referenced to determine whether the specified operator is on standby. It is determined whether or not it is (step S4). In the terminal status table T2, information such as a terminal number, a status, an operator code, and the number of times of reception are tabulated and stored. If there is a waiting operator, the terminal having the least number of previous incoming calls is selected with reference to the terminal status table T2 (step S5), and incoming processing is performed (step S6).

If it is determined in step S3 that there is no incoming operator code specified, and if it is determined in step S4 that the specified operator is not on standby, it is determined whether or not a rank is specified (step S3). S7). If the rank is specified in step S7, it is determined whether or not a terminal corresponding to an operator higher than the specified rank is on standby by referring to the terminal state table T2 (step S8). If there is a waiting operator terminal,
With reference to the terminal state table T2, a terminal having the least number of previous incoming calls is selected (step S9), and an incoming call process is performed (step S10).

If it is determined in step S7 that there is no rank designation, and if it is determined that the operator terminal higher than the rank designated in step S8 is not waiting, the standby state is referred to the terminal state table T2. It is determined whether there is a terminal in the middle (step S11). If it is determined in step S11 that there is a waiting terminal, an incoming call process is performed (step S12). Step S11
If it is determined that there is no terminal in standby, an incoming call rejection process is performed (step S13).

FIG. 5 shows a setting process for designation of an incoming operator. The setting process for specifying the incoming operator will be described. This processing is performed on the server 1 or the client 51, for example.

First, the setting state of the called operator is displayed with reference to the customer information table T3 and the called operator table T1 (step S21). Then, the incoming operator information is changed by a keyboard operation or the like, and the incoming operator table T1 is updated (step S22).
In the customer information table T3, telephone numbers and customer names are tabulated.

FIG. 6 shows the operator rank changing process. The operator rank changing process will be described. This processing is also performed by, for example, the server 1 or the client 51.
Done above.

First, the operator information is displayed with reference to the operator table T4 (step S31). Then, the operator information is changed by a keyboard operation or the like, and the operator table T4 is updated (step S3).
2). The operator table T4 contains operator codes,
Information on operator names and ranks is tabulated.

As described above, the stepwise flow of the process at the time of an incoming call is as follows.

First stage: designation of incoming operator → Incoming call is received when the operator designated by the customer is on standby.

Second stage: rank designation → call is received when an operator of a rank higher than the rank of the customer is on standby.

Third step: No incoming call is designated. The incoming call is made to the terminal with the least number of incoming calls among the waiting terminals.

As described above, by performing the receiving terminal setting in accordance with the stepwise flow, it is possible to improve the correspondence to the customer and to support the efficient operation of the operator.

It should be noted that the call center system of the present invention can be realized by using a normal computer system without configuring as a dedicated system. For example, a medium (a floppy disk,
By installing the program from a CD-ROM or the like, a call center system that executes the above-described processing can be constructed. By the installation, the program is stored in a medium such as a hard disk in the computer system, configures a call center system, and is provided for execution.

The medium for supplying the program to the computer is not limited to a storage medium in a narrow sense, but may be a communication line,
Like a communication network and a communication system, it may be a storage medium in a broad sense including a communication medium that temporarily and fluidly stores information such as a program.

For example, the program may be registered in an FTP (File Transfer Protocol) server provided on a communication network such as the Internet, and distributed to an FTP client via the network. The program may be registered in a board system or the like and distributed via a network. Then start this program and run the OS
The above processing can be achieved by executing under the control of the (Operating System). Furthermore, the above-described processing can also be achieved by starting and executing the program while transferring the program via the communication network.

The present invention is not limited to the above embodiment, and various modifications and applications are possible. For example, the configuration shown in FIG. 1 and FIG. 2 is an example, and is changed to another configuration that can realize the same function, such as being integrated with the DID conversion adapter and the PBX main unit shown separately in FIG. It is possible. Also, the processing procedures shown in FIGS. 3 to 6 can be changed to other procedures that can realize similar functions.

[0058]

As described above, according to the present invention, the setting of the terminating terminal is controlled step by step according to the step-by-step priority, so that the efficient operation of the operator and the sufficient response to the customer are realized. It is possible to provide a call center system, a receiving terminal setting method, and a recording medium that can be obtained.

[Brief description of the drawings]

FIG. 1 is a block diagram schematically showing a configuration of a call center system according to an embodiment of the present invention.

FIG. 2 is a block diagram for explaining a specific hardware configuration of the call center system of FIG. 1;

FIG. 3 is a principle flowchart for explaining an operation in the call center system of FIG. 1;

FIG. 4 is a flowchart for explaining a more specific incoming call processing operation in the call center system of FIG. 1;

FIG. 5 is a flowchart for explaining an incoming operator setting process in the call center system of FIG. 1;

FIG. 6 is a flowchart for explaining an operator rank changing process in the call center system of FIG. 1;

[Explanation of symbols]

 Reference Signs List 1 server 2 DID conversion adapter 3 database system 4 PBX main device 11 designated information acquisition unit 12 receiving terminal setting unit 13 incoming control unit 1a database server 1b application server 1c CTI server 121 operator designated information processing unit 122 rank designated information processing unit 123 None Designated processing section

Continuation of front page (56) References JP-A-4-342399 (JP, A) JP-A-3-48599 (JP, A) JP-A-2-186411 (JP, A) JP-A-5-176058 (JP) , A) JP-A-3-214948 (JP, A) (58) Fields investigated (Int. Cl. ⁷ , DB name) H04M 3/42-3/64

Claims (10)

(57) [Claims] [Claim 1] based physicians in the customer information at the time of the phone is received from the customer
Operator specifying information to specify the incoming operator
And rank specifying information for specifying the rank of the called operator and
A designated information acquiring unit for acquiring designated information including: a received phone call acquired by the designated information acquiring unit;
Incoming terminal setting means for setting a terminal to be delivered according to the priority order based on the incoming operator specifying information and the rank specifying information; and incoming control means for receiving the call to the terminal set by the receiving terminal setting means. A call center system comprising: 2. A designated information acquisition means for acquiring designated information including designated operator specifying a called operator and rank designation information designating a rank of the called operator based on customer information when receiving a telephone call from a customer, and a terminal. End to determine whether is in standby state for receiving calls
Terminal state determining means, and a call receiving operator obtained by the designation information obtaining means.
Based on the specified information, the terminal corresponding to the operator
Operator-specified information processing means to be selected first, rank finger
Or higher or higher than the rank
Rank finger that preferentially selects the terminal corresponding to the operator
Fixed information processing means and the terminal if there is a standby terminal
Select, and if there is no terminal waiting, set
A non-designated processing unit that performs
Information specified by the operator based on the status of the terminal
Report processing means, rank designation information processing means, non-designation processing means
In the order of priority, giving priority to terminal specification in the order of
Terminating terminal setting means for setting the terminal to which the received call should be delivered
And a call control means for receiving the call to the call terminal set by the call terminal setting means. (3) The receiving terminal setting means is configured to control the receiving operation.
When data information is acquired, the
Terminal selected by the operator-specified information processing means
Then, the incoming operator-specified information is obtained and the
The terminal corresponding to the data is not waiting and the rank specification information is obtained
And the incoming operator specified information is not obtained
When rank designation information is obtained, it is equivalent to the rank
Terminals corresponding to the above or higher operators
Is selected by the link designation information processing means, and the rank designation information is
The terminal corresponding to the acquired operator is waiting
If not, and the incoming operator information also rank specified information
If not obtained, wait by the unspecified processing means
Select one of the terminals inside and one of these means
Set the terminal selected as the receiving terminal by priority, 3. The call center system according to claim 2, wherein
M At least one of wherein said rank specified information processing means and non-specified processing means, when the terminal waiting applicable there are a plurality of means for previous incoming number to select the minimum terminal The call center system according to claim 3 , further comprising: Wherein said specifying information obtaining means, to any one of claims 1 to 4, characterized in that it comprises means for identifying a customer based on the source phone number information notified upon reception The call center system described. Based on the 6. customer information when the received call from the customer, and the specification information obtaining step of obtaining specification information including the rank designation information for designating the rank of the incoming operator specifying information and call an operator to specify a call operator terminal End to determine whether is in standby state for receiving calls
Terminal state determination step and the incoming call operator obtained in the designation information obtaining step.
Terminal corresponding to the operator based on the
Operator-specified information processing step to select preferentially
Or equal to or higher than the rank based on the link designation information
A terminal that preferentially selects a terminal corresponding to a higher-level operator
Link specified information processing step, and if there is a waiting terminal
If the terminal is selected and no terminal is waiting,
Including an unspecified processing step for setting an incoming call, the terminal state
Based on the state of the terminal determined in the state determination step,
Operator-specified information processing step, rank-specified information processing
Specifying terminals in the order of steps and unspecified processing steps
Deliver incoming calls according to priority.
A receiving terminal setting step of setting a receiving terminal, and a receiving control step of receiving the call to the receiving terminal set in the receiving terminal setting step , wherein the receiving terminal information is received by the receiving operator information.
When obtained, connect the terminal corresponding to the operator to the
Select in the information processing step specified by the operator, and
The operator specified information is obtained and corresponds to the operator
When rank designation information is obtained when the terminal is not waiting,
And the incoming operator specified information is not obtained
When information is obtained, it is equal to or higher than the rank
The terminal corresponding to the higher order operator is assigned the rank designation information.
Selected in the processing step, the rank designation information is obtained
If the terminal corresponding to the corresponding operator is not waiting
And both incoming operator information and rank designation information
If not, the end waiting in the unspecified processing step
Choose one of the last and go to one of these steps
A receiving terminal setting method, wherein a terminal selected with higher priority is set as a receiving terminal. 7. At least one of the rank designation information processing step and the non-designation processing step includes a step of selecting a terminal having the least number of previous calls when there are a plurality of corresponding waiting terminals. The method according to claim 6 , further comprising: Wherein said specification information obtaining step, the called terminal setting method according to claim 6 or 7, characterized in that it comprises the step of identifying the customer based on the source phone number information notified upon reception. 9. A computer, based on the customer information when the phone is received from the customer, the incoming operations
Operator-specified information specifying the operator and the incoming operator
Information obtaining means for obtaining specified information including rank specifying information for specifying a data rank , and a received telephone is obtained by the specified information obtaining means.
Incoming terminal setting means for setting a terminal to be delivered according to the priority order based on the incoming operator specifying information and the rank specifying information; and incoming control means for receiving the call to the terminal set by the receiving terminal setting means. A computer-readable recording medium on which a program for causing a computer to record is recorded. 10. A designation information acquisition means for acquiring, when receiving a telephone call from a customer, designation information including designation information for designation of a called operator and rank designation information for designating a rank of a called operator based on customer information. , The incoming operator acquired by the designation information acquiring means
Based on the specified information, the terminal corresponding to the operator
Operator-specified information processing means to be selected first, rank finger
Or higher or higher than the rank
Rank finger that preferentially selects the terminal corresponding to the operator
Fixed information processing means and the terminal if there is a standby terminal
Select, and if there is no terminal waiting, set
Information processing means specified by the operator.
In order of dan, rank designated information processing means, and unspecified processing means
Phone calls received according to the priority given to the terminal specification
A computer-readable recording medium having recorded thereon a program for functioning as a receiving terminal setting means for setting a terminal to which the call is to be distributed, and a receiving control means for receiving the call to the receiving terminal set by the receiving terminal setting means.