JP3665011B2 - Call center system and function assignment control method to function keys of operator terminal - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a call center system that includes a plurality of operator terminals and an operator management server and responds to calls coming from a network at the operator terminals, and a function assignment control method to function keys of the operator terminals.
[0002]
[Prior art]
A call center system is composed of at least a plurality of operator terminals and an operator management server for responding to calls coming from the public network. Each operator terminal has a person in charge called an operator. When an incoming call is received from the public network, the operator responds, for example, by selling a concert ticket or responding to a complaint from a customer.
Some call center systems operate for 24 hours. In this case, a plurality of operators shift their working hours and share each operator terminal.
[0003]
[Problems to be solved by the invention]
However, the contents of the function keys of the conventional operator terminal are fixed, and each operator has to endure and use the function keys to which functions are fixedly assigned.
On the other hand, as disclosed in Japanese Patent Laid-Open No. 9-190285, a function key array pattern is read out by storing a plurality of function key array patterns in a memory of the terminal and used. Some were assigned as keys.
[0004]
However, even when this technology is applied to an operator terminal of a call center system, if an operator terminal in which an operator's easy-to-use function key arrangement pattern is stored is available, the operator can select a desired arrangement pattern at that terminal. It is sufficient to use the function keys after reading, but if the operator terminal that stores the function key arrangement pattern that is easy to use is not available, the function that is fixedly assigned to the function by another operator terminal I had to put up with the key as it was.
Accordingly, the present invention has been made to solve the above-mentioned problems, and its purpose is to provide a call center system and an operator terminal that can make the function keys provided on any operator terminal easy for the operator to use. It is to provide a function assignment control method for function keys.
[0005]
[Means for Solving the Problems]
In a call center system comprising a plurality of operator terminals and an operator management server for responding to an incoming call, the operator terminal includes a plurality of function keys, ID information input means for inputting first ID information, and the ID information input ID information transmitting means for transmitting the first ID information input by the means, wherein the operator management server includes ID information storage means in which second ID information for comparison is stored in advance, and the function Function key information storing means for assigning various functions to the keys corresponding to the second ID information, and the first information transmitted from the ID information transmitting means of the operator terminal. ID information receiving means for receiving ID information, and the first ID information received by the ID information receiving means and the ID information storage means in advance. ID information comparing means for comparing the stored second ID information, and the function key information corresponding to the second ID information matched according to the comparison result by the ID information comparing means. Function key information transmitting means for reading from the storage means and transmitting to the operator terminal, and when the operator terminal receives the function key information transmitted from the operator management server, the function key information causes the plurality of functions to be transmitted. Allocate various functions to the key, monitor whether the assignment is performed normally, and if the assignment to the function key is not performed normally, notify the operator management server of the abnormal assignment, and the operator management server When the abnormal assignment is notified from the operator terminal, the login for the operator terminal is registered. Call center system and notifies said could not log in to the operator terminal.
[0006]
A call center that includes a plurality of operator terminals that respond to incoming calls and an operator management server, and assigns a function specific to the operator to each of a plurality of function keys provided on the operator terminal from the operator management server in accordance with a request from the operator terminal In the function allocation control method of the system, the operator terminal transmits the first ID information input from the ID information input means to the operator management server, and the operator management server transmits the received first ID information and Authenticates by comparing with the second ID information stored in advance in the ID information storage means, and corresponds to the second ID information stored in advance in the function key information storage means when the ID information matches Function key information to be read out and transmitted to the operator terminal. The data terminal assigns a function to the plurality of function keys based on the function key information, monitors whether the assignment is normally performed, transmits the monitoring result to the operator management server, and When the monitoring result from the operator terminal is an abnormal assignment, the management server notifies the operator terminal that the log-in could not be performed without registering the log-in function. Method.
[0007]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, an embodiment of a call center system and a function assignment control method to function keys of an operator terminal according to the present invention will be described with reference to the accompanying drawings.
FIG. 1 shows the overall configuration of an embodiment of the present invention. In this system, operator terminals 2-1 to 2-n, which are personal computers, and a communication server 3 having a function of an exchange are connected to a network 1 based on TCP / IP (Transmission Control Protocol / Internet Protocol). 3, when calls arrive from terminals 33-1 to 33-4 connected to the external public network 31 or wireless network 32, the operator terminals 2-1 to 2-n can respond to these calls. .
[0008]
In the above system, operator terminals 42-1 to 42-m are connected to the Internet 41 via the firewall 4 and the operator is connected to the intranet 43 via the router 5 in order to make it possible to place an operator at a remote location. Terminals 44-1 to 44-i are connected, and the operator terminals 42-1 to 42-m and the operator terminals 44-1 to 44-i are called from the outside like the operator terminals 2-1 to 2-n. Can respond.
The operator terminals 42-1 to 42-m, the operator terminals 44-1 to 44-i, and the operator terminals 2-1 to 2-n are personal computers.
An operator management server 6 and an administrator terminal 7 are connected to the network 1. The operator management server 6 and the manager terminal 7 are computer systems such as workstations.
[0009]
In addition to the operator terminals 42-1 to 42-m, operator terminals 44-1 to 44-i and operator terminals 2-1 to 2-n, the operator management server 6 and the manager terminal 7 are all shown in FIG. This is a computer having such a configuration.
This computer has a CPU 51 that performs overall control of the entire configuration, and is connected to a main storage unit 52 in which information such as programs and data used in the CPU 51 is stored. The main storage unit 52 stores a program for executing the operation flowchart shown in FIG. 6 as an operator terminal or an operator management server.
A keyboard control unit 54, display control unit 55, printer control unit 56, communication interface 57, mouse control unit 58, magnetic disk control unit 59, and card reader control unit 60 are connected to the CPU 51 via a system bus 53.
[0010]
A keyboard 61 capable of keying various information is connected to the keyboard control unit 54, a CRT display 62 for displaying information is connected to the display control unit 55, and information is printed out to the printer control unit 56. A communication processing unit 64 for performing communication via a line is connected to the communication interface 57, a mouse 65 as a pointing device is connected to the mouse control unit 58, and magnetic disk control is performed. A magnetic disk 66 serving as an auxiliary storage device is connected to the unit 59, and a card reader 67 is connected to the card reader control unit 60.
The table shown in FIG. 3 is a table in the main storage unit 52 of the operator management server 6 and shows the relationship between an ID for identifying each operator and a password. In this case, the password for authenticating that the operator whose ID is “001” is a valid person is “Z013”, and the password for authenticating that the operator whose ID is “002” is a valid person. Indicates “YZM6”.
[0011]
The table shown in FIG. 4 is also a table in the main storage device 52 of the operator management server 6 and shows the relationship between the ID of each operator and the contents of the function keys “F1” to “F6” of the operator terminal. The function key is a button for operating the function with a single touch. In this embodiment, the keyboard of each operator terminal has six function keys (“F1” to “F6”).
In the table shown in FIG. 4, an array of function keys that are easy to use for each operator is registered in advance. When logging in from an operator terminal or the like, this is read and assigned to the function keys of the operator terminal.
[0012]
In this case, the function key “F1” on the keyboard 61 of the operator with ID “001” has a conference (CONFERENCE) function, the function key “F2” has a redial (RECALL) function, and the function key “F3” has transfer (TRANSFER). ) Is assigned so that the function can be set, the function key “F1” of the keyboard 61 of the operator of ID “002” is the transfer (TRANSFER) function, the function key “F2” is the conference (CONF) setting function, and the function key “ F3 "is assigned so that a redial (RECALL) function can be set, and a function key" F4 "can be set with a hold (HOLD) function.
FIG. 5 is a diagram showing a state in which function keys are assigned to the operator terminal for the operator with ID “001”. Reference numeral 71 denotes a display screen, 72 denotes a plurality of fixed keys on the keyboard 61, and 73 denotes function keys “F 1” to “F 6” provided on the keyboard 61. Reference numeral 74 denotes the contents of the functions assigned to “F1” to “F3” displayed on the display 71. In this case, the function key “F1” has a conference (CONFERENCE) setting function and a function key “ “F2” is assigned a redial (RECALL) function, and the function key “F3” is assigned a transfer (TRANSFER) function.
[0013]
Next, using the operation flowchart shown in FIG. 6, for example, a function assignment control method for the operation of the operator terminal 2-1 and the operator management server 6 when the operator logs in from the shared operator terminal 2-1. Will be described. Here, the log-in means that the operator terminal belongs to the operator terminal group, so that the call can be answered with respect to the incoming call from the public network 31 or the like. On the other hand, the exit from this state is called logout.
When the ID is read by passing an unillustrated card in which the operator's ID is stored in the operator terminal 2-1 through the card reader 67, the flowchart of FIG. 6 is started.
[0014]
Here, the reason why the operator's ID is stored in the card in advance and the ID is read by the card reader is to eliminate the trouble of inputting the ID to the operator and to enhance security. First, the operator terminal 2-1 determines whether or not a password has been input from the keyboard 61 (step 601). If a password is entered, the ID and password are transmitted to the operator management server 6 (step 602). On the other hand, the operator management server 6 receives the ID and password (step 603), and then registers in advance in the table of FIG. 3 in the main storage unit 52 based on the operator ID whether or not the received password is correct. Authentication is performed by comparing and collating with what has been done (steps 604 and 605).
[0015]
Here, the reason why the password is requested is to increase the security when the operator ID is stored in the card and the operator of the ID is stolen by another person. The other person who is not present cannot use the operator terminal. If the received password is incorrect, the operator management server 6 notifies the operator terminal that the password is NG (step 606). If the received password is correct, a numerical value indicating the contents of the function keys “F1” to “F6” shown in FIG. 4 and the number of function keys to be assigned from the table of the main storage unit 52 based on the operator ID. Is read out (step 607).
[0016]
Then, the operator management server 6 notifies the operator terminal 2-1 that the authentication result is OK, and transmits function key information (step 608). On the other hand, the CPU of the operator terminal 2-1 receives the notification that the authentication result is OK and the function key information (step 609). The operator terminal 2-1 assigns the function keys “F1” to “F6” on the keyboard 61 based on the received function key information (step 610). As a result, if the function is normally assigned, a display is made at the bottom of the screen of the display 62 as shown in FIG. 5 (step 611).
[0017]
Next, the operator terminal 2-1 confirms whether or not the function key is normally assigned based on the function key information (step 612). Specifically, the number of function keys actually assigned is counted, and the count value is compared with a numerical value indicating the number of function keys sent as function key information. If it is a different value, it is judged as abnormal. If the assignment to the function key is not normally made in step 612, a character or picture indicating that the assignment is abnormal is displayed on the screen display on the display screen of the operator terminal 2-1. Abnormality notification is performed (step 613), and the fact is notified to the operator management server 6 (step 614). Here, the reason for notifying the operator of the abnormality is to prevent the operator from starting the business work with the intention of being assigned normally by mistake.
[0018]
On the other hand, if the assignment to the function key is made normally in step 612, the operator management server 6 is notified that the assignment to the function key was normal (step 614). On the other hand, the operator management server 6 receives the function key assignment result of the operator terminal 2-1 (step 615), confirms whether or not the assignment to the function key is normal (step 616), and assigns the function key to the function key. If the assignment is not normally made, a flag indicating that the user has logged in is not set in a login table (not shown) in the main storage unit 52, and the operator terminal 2-1 is notified and the operator terminal 2-1 is displayed on the screen. Is displayed that the log-in could not be performed (step 617). Here, the reason why the login was not performed when the normal assignment to the function key was not made is that when the operator terminal with the abnormal assignment to the function key is logged in, the operator uses the function key to perform the work. This is to cause confusion for the entire call center or the customer that is the destination of the incoming call.
[0019]
Next, when the assignment to the function key is normally made in step 616, the operator management server 6 indicates that the operator terminal 2-1 has logged in using a login table (not shown) in the main storage unit 52. By registering, login registration is performed (step 618). Thereafter, the operator terminal 2-1 can receive an incoming call for an external call. In the above in the present embodiment as described, but a personal computer is used as an operator terminal, such as telephone or a PDA may be a device other than the path over coarsely braided computer.
[0020]
【The invention's effect】
According to the present invention, the function keys provided on any operator terminal can be easily used by the operator.
[Brief description of the drawings]
FIG. 1 is a configuration diagram of an example according to a call center system in an embodiment of the present invention.
2 is a configuration diagram showing a configuration of a computer such as an operator terminal of FIG. 1 according to the embodiment of the present invention.
FIG. 3 is a table showing a relationship between an operator ID and a password in the embodiment of the present invention.
FIG. 4 is a table showing a relationship between an operator ID and the contents of function keys “F1” to “F6” in the embodiment of the present invention.
FIG. 5 is a diagram showing a state in which a function key is assigned for an operator with ID “001” to an operator terminal according to an embodiment of the present invention.
FIG. 6 is a flowchart showing operations of the operator terminal and the operator management server when the operator terminal logs in according to the embodiment of the present invention.
[Explanation of symbols]
1 Network 2-1 to 2-n, 42-1 to 42-m, 44-1 to 44-i Operator terminal 3 Communication server 6 Operator management server 51 CPU
52 Main Storage Unit 53 System Bus 54 Keyboard Control Unit 55 Display Control Unit 56 Communication Interface 60 Card Reader Control Unit 61 Keyboard 62 CRT Display 64 Communication Processing Unit 67 Card Reader

Claims (4)

In a call center system consisting of a plurality of operator terminals and operator management servers that respond to incoming calls,
The operator terminal is
Multiple function keys,
ID information input means for inputting first ID information ;
ID information transmission means for transmitting the first ID information input by the ID information input means,
The operator management server is
ID information storage means in which second ID information for comparison is stored in advance;
Function key information storage means for storing function key information for assigning various functions to the function key corresponding to the second ID information;
ID information receiving means for receiving the first ID information transmitted from the ID information transmitting means of the operator terminal;
ID information comparing means for comparing the first ID information received by the ID information receiving means with the second ID information stored in advance in the ID information storage means;
A function key information transmitting unit that reads out the function key information corresponding to the second ID information corresponding to the comparison result by the ID information comparing unit from the function key information storage unit and transmits the function key information to the operator terminal;
When the operator terminal receives the function key information transmitted from the operator management server, the operator terminal assigns various functions to the plurality of function keys according to the function key information, and monitors whether the assignment is performed normally. If the assignment to the function key is not normally made , the abnormal management is notified to the operator management server,
The operator management server is
The call center system according to claim 1, wherein when the abnormal assignment is notified from the operator terminal, the operator terminal is notified of the failure to log in without registering login for the operator terminal . If the assignment to the function key is made normally, notify the operator management server of the normal assignment,
The call center system according to claim 1, wherein the operator management server registers login for the operator terminal when the normal assignment is notified from the operator terminal . A call center that includes a plurality of operator terminals that respond to incoming calls and an operator management server, and assigns a function specific to the operator to each of a plurality of function keys provided on the operator terminal from the operator management server according to a request from the operator terminal In the function assignment control method of the system,
  The operator terminal transmits the first ID information input from the ID information input means to the operator management server,
  The operator management server authenticates by comparing the received first ID information with the second ID information stored in advance in the ID information storage means, and if the ID information matches, the function key information Read out the function key information corresponding to the second ID information stored in advance in the storage means and send it to the operator terminal;
  The operator terminal assigns a function to the plurality of function keys based on the function key information, monitors whether the assignment is performed normally, and transmits the monitoring result to the operator management server,
  When the monitoring result from the operator terminal is an abnormal assignment, the operator management server notifies the operator terminal that the user could not log in without registering the login.
  A function allocation control method for a call center system. The operator management server logs in and registers the operator terminal when the monitoring result from the operator terminal is a normal allocation.
The function allocation control method for a call center system according to claim 3.

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