JP5321573B2 - Call center system and control method in call center - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To obtain a call center system which can change a video image or the like, which is to be transmitted while holding a phone call, into a video image suitable for each user. <P>SOLUTION: A call control server 120 receives from an operator terminal 130 a first phone call holding request signal including identification information of video information selected from among a plurality of video information items and transmits to a line control part 111 a second phone call holding request signal including the identification information of the video information. The line control part 111 receives the second phone call holding request signal, switches a connection between a TV phone 30 and the operator terminal 130 to a connection between the TV phone 30 and a video processing means, and transmits from the video processing means to the TV phone 30, video information based on the identification information of the video information. <P>COPYRIGHT: (C)2011,JPO&amp;INPIT

Description

  The present invention relates to a call center system and a control method in the call center, and more particularly, to a system for changing a video to be transmitted corresponding to a user and a control method thereof.

  For example, a conventional call center system is configured such that “when the user makes a call continuously, and when a user makes a call, the user can watch for longer than the length of one CM so that multiple people can call at any time. In the meantime, each CM will be completely watched from the beginning to the end.Assuming that a 15-second CM is always broadcast continuously, from the time the call is made until the call is received If the CM is set to be watched for 30 seconds during that time, the CM will be watched completely from the beginning to the end once, regardless of the timing at which multiple users make calls. It has been proposed (see, for example, Patent Document 1).

Japanese Patent Laid-Open No. 2003-234832 (Abstract)

  However, the conventional call center system only reproduces the hold sound or the advertisement sound when the operator performs a call hold operation. In addition, the video phone call center has a problem in that when the hold is executed, the video that the call center system has as a default is played back, so that only a video file unique to the system can be transmitted. In addition, since video playback during transmission is specified for each line, there is a problem that the video cannot be changed according to the user. Therefore, there has been a demand for a call center system that can change a video or the like transmitted during call holding to a video corresponding to a user.

  The call center system according to the present invention is a call center system in which a first communication device that transmits and receives video information and audio information and an operator communication device of any one of a plurality of operator communication devices are connected. A processing means, a call control means, and a line control means, wherein the video processing means stores a plurality of video information and transmits the selected video information to the first communication device, and the call control means A line control means is connected to the operator communication device, and the line control means is connected to the first communication device and the video processing means or to the first communication device and the operator communication device. The switching and the call control means includes a first call including identification information of video information selected from the plurality of video information from the operator communication device. A second call hold request signal including identification information of the video information is transmitted to the line control means, and the line control means receives the second call hold request signal, The connection between the first communication device and the operator communication device is switched to the connection between the first communication device and the video processing means, and the video information is transferred from the video processing means to the first communication device. Based video information is transmitted.

  Further, a control method in a call center according to the present invention is a control method in a call center that connects a first communication device that transmits and receives video information and audio information and any one of a plurality of operator communication devices. Connecting the first communication device and the operator communication device, and receiving from the operator communication device a first call hold request signal including identification information of video information selected from a plurality of video information. Generating a second call hold request signal including identification information of the video information, and connecting the first communication device and the operator communication device based on the second call hold request signal to the first communication device. Switching to a connection between the communication device and the video processing means in which the plurality of video information is stored; The first communication device, and has the steps of: transmitting the selected image information based on the identification information of the video information.

  In the present invention, when the operator terminal outputs a call hold signal, the operator terminal selects any one of a plurality of video files including at least video information, and when the call hold signal is output, By transmitting the information to the video phone via the telephone line network, it is possible to change the video transmitted during the call holding to the video corresponding to the user.

1 is a configuration diagram of a call center system according to Embodiment 1. FIG. 3 is an operation flowchart according to the first embodiment. FIG. 4 is a configuration diagram of a call center system according to a second embodiment. 6 is an operation flowchart according to the second embodiment.

Embodiment 1 FIG.
FIG. 1 is a configuration diagram of a call center system according to the first embodiment. The call center system according to the first embodiment refers to a customer database (DB) while a call between a videophone and an operator terminal is on hold, and transmits an advertisement video suitable for the user to the videophone. In FIG. 1, a call center 10 has a videophone function used by a user such as a customer (hereinafter referred to as a customer) via a telephone network 20 which is a public line network or a telephone line network such as an IP network or a mobile phone network. It is connected to a TV phone 30 that is a telephone. The TV phone 30 may be a computer terminal having a telephone function, a mobile phone terminal with a video communication function, or the like. The call center 10 includes a line control server 110, a call control server 120, a plurality of operator terminals 130, and a customer DB 140, and each is connected to the network by a LAN 150.

  The line control server 110 includes a main line 112 that connects the TV phone 30 and the operator terminal 130 connected via the telephone network 20, and a video playback file that is a video playback means in which advertisement videos and the like are stored by operations described later. 114 and a video telephone 30, a video playback line 113 composed of a plurality of lines, a line control unit 111 which is a line control means for controlling the main line 112 and the video playback line 113, and an incoming call from the video telephone 30. Is provided with a request processing unit 115 that transmits incoming request information to the call control server 120.

  The call control server 120 serving as a call control means performs call routing and transmits incoming request information to the optimum operator terminal 130. At this time, the call control server 120 transmits request information for acquiring customer data to the customer DB 140. Further, the incoming request information is transmitted from the received request information to the optimum operator terminal 130 or the hold request information which is a call hold signal is received from the operator terminal 130 to perform general call control. Further, the call control server 120 includes a registration processing unit 121 and a request processing unit 122. The registration processing unit 121 registers data in the customer DB 140, and an optimal video reproduction file from customer data 141 in the customer DB 140 described later. The parameter for searching 114 is registered. The request processing unit 122 processes incoming request information transmitted from the line control server 110.

  The customer DB 140 includes customer data 141 and a request processing unit 142. The request processing unit 142 processes the request information transmitted from the call control server 120, acquires the data in accordance with the request from the customer data 141, and the operator terminal 130 is notified. The customer data 141 has fields for storing customer preferences, inquiry histories, and the like, and parameters for searching the video reproduction file 114 are determined from the field values.

  The operator terminal 130 includes a plurality of operator terminals 130 in the call center 10, and includes a telephone operation unit 131 that is an operation unit having a hold button operated by an operator, and a request processing unit 132 that transmits and receives request information such as incoming call and hold. . Details of the operation of such a configuration will be described below with reference to FIG.

  FIG. 2 is an operation flowchart of the call center system according to the first embodiment. First, the TV phone 30 and the operator terminal 130 are in a call state via the main line 112 and the telephone network 20 by an incoming call from a customer. At this time, the call control server 110 acquires information specifying the caller, such as the caller number of the telephone line. Next, the hold button of the telephone operation unit 131 is pressed (ON) during the call if necessary by the operator (S101). The request processing unit 132 of the operator terminal 130 transmits hold request information that is a call hold signal to the call control server 120 (S102). The request processing unit 122 of the call control server 120 that has received the hold request information searches the customer information stored in the customer data 141 of the customer DB 140 based on the acquired caller information in order to obtain customer information, A video file such as an advertisement video stored in the video playback file 114 is determined based on parameters determined from preferences corresponding to the searched customer and inquiry history (S103).

  Next, the call control server 120 transmits hold request information that is a call hold request signal to the line control server 110 (S104). At this time, the identifier of the video file is given in the hold request information. The line control server 110 that has received the hold request information analyzes the information of the hold request information (S105). From the analyzed information, the line control unit 111 switches the line connection between the TV phone 30 and the operator terminal 130 from the main line 112 to the video playback line 113 (S106), and the video specified by the identifier of the video file is converted into the video playback file. 114 is played back (S107). The line control unit 111 continues the video reproduction unless a hold release request is issued from the call control server 120 (S108).

  Next, when the hold button of the telephone operation unit 131 is released (OFF) as required by the operator, the request processing unit 132 of the operator terminal 130 transmits hold release request information that is a request for hold release to the line control server 110. Then, the line control server 110 that has received the hold release request information stops the reproduction of the video (S109). After the reproduction is stopped, the line control unit 111 switches from the connection between the TV phone 30 and the video reproduction line 113 to the main line 112 connecting the TV phone 30 and the operator terminal 130 (S110), and again the TV phone 30 and the operator terminal. 130 is in a call state.

  As described above, the customer information stored in the customer data 141 is searched from the acquired customer information, and the video stored in the video playback file 114 is determined from the parameters determined from the preference and inquiry history corresponding to the searched customer. Video transmitted during call hold by determining the file and switching the line connection between the TV phone 30 and the operator terminal 130 to the video playback line 113 to which the video playback file 114 for playing back the determined video file is connected. Etc. can be changed to a video corresponding to the user.

  In the first embodiment, the information is obtained as information for identifying the caller such as the caller number of the telephone line. However, the present invention is not limited to this, and any information that can identify the caller may be used. For example, information such as a customer number input by the operator using the telephone operation unit 131 during a call may be used. For example, a caller may input a customer number or the like using a push phone.

Embodiment 2. FIG.
FIG. 3 is a configuration diagram of the call center system according to the second embodiment. In the first embodiment, the video playback file is selected based on the customer DB. However, in the second embodiment, an advertisement video suitable for the user is selected by the operator's operation during the videophone call hold, Send the selected video to the videophone. In FIG. 3, in the second embodiment, in addition to the configuration of the first embodiment, the operator terminal 130 includes a video file selection list 133 that designates a video playback file 114 to be played back during suspension, and a customer DB 140 is provided. No configuration. In addition, the registration processing unit 121 of the call control server 120 registers a list of video files to be reproduced at the time of holding. Other configurations are the same as those of the first embodiment. Next, details of the operation of this embodiment will be described with reference to FIG.

  FIG. 4 is an operation flowchart of the call center system according to the second embodiment. First, the TV phone 30 and the operator terminal 130 are in a call state via the main line 112 and the telephone network 20 by an incoming call from a customer. Next, when a call is put on hold due to an operator's need during a call, the operator selects a video file to be reproduced from the file selection list 133 by operating the telephone operation unit 131 (S201), and the hold button is pressed (ON) ( S202). The request processing unit 132 of the operator terminal 130 transmits hold request information that is a request for hold execution to the call control server 120 (S203). At this time, the hold request information includes video file identifier information for designating the selected file. The call control server 120 transmits hold request information to the line control server 110 (S204). The line control server 110 that has received the hold request information analyzes the hold request information (S205). Based on the analyzed information, the line control unit 111 switches the line connection between the TV phone 30 and the operator terminal 130 from the main line 112 to the video playback line 113 (S206), and the video specified by the identifier of the video file is switched to the video playback file. It is made to reproduce in 114 (S207). The line control unit 111 continues the video reproduction unless a hold release request is issued from the call control server 120 (S208).

  Next, when the hold button of the telephone operation unit 131 is released (OFF) as required by the operator, the request processing unit 132 of the operator terminal 130 transmits hold release request information that is a request for hold release to the line control server 110. Then, the line control server 110 that has received the hold release request information stops the reproduction of the video (S209). After the reproduction is stopped, the line control unit 111 switches from the connection between the TV phone 30 and the video reproduction line 113 to the main line 112 connecting the TV phone 30 and the operator terminal 130 (S110), and again the TV phone 30 and the operator terminal. 130 is in a call state.

  As described above, the video file to be played back is selected from the file selection list 133 by the operation of the telephone operation unit 131, and the video connection file 114 for playing back the selected video file through the line connection between the TV phone 30 and the operator terminal 130 is selected. By switching to the video playback line 113 to which is connected, video or the like transmitted during call holding can be changed to video corresponding to the user by the operator's operation.

  In the second embodiment, the configuration in which the customer DB 140 is not provided has been described. However, the present invention is not limited to this, the customer DB 140 is provided, customer information is input by operating the telephone operation unit 131, and the customer is input. Based on the information, the video file may be determined by the operation of the first embodiment described above.

  10 call center, 20 telephone network, 30 video phone, 110 line control server, 111 line control unit, 112 main line, 113 video playback line, 114 video playback file, 115 request processing unit, 120 call control server, 121 registration processing unit, 122 request processing unit, 130 operator terminal, 131 telephone operation unit, 132 request processing unit, 133 file selection list, 140 customer DB, 141 customer data, 142 request processing unit, 150 LAN.

Claims (4)

In a call center system that connects a first communication device that transmits and receives video information and audio information and any one of a plurality of operator communication devices.
The call center system includes video processing means, call control means, and line control means,
The video processing means stores a plurality of video information, transmits the selected video information to the first communication device,
The call control means connects the line control means and the operator communication device,
The line control means switches the connection between the first communication device and the video processing means, or the connection between the first communication device and the operator communication device,
The call control means includes
From the operator communication device, receiving a first call hold request signal including identification information of video information selected from the plurality of video information,
A second call hold request signal including identification information of the video information is transmitted to the line control means;
The line control means
Receiving the second call hold request signal, switching the connection between the first communication device and the operator communication device to the connection between the first communication device and the video processing means;
A call center system, wherein video information based on identification information of the video information is transmitted from the video processing means to the first communication device.   The call center system according to claim 1, wherein the operator communication device has an operation means for inputting identification information of the video information from an operator. In a control method in a call center that connects a first communication device that transmits and receives video information and audio information and any one of a plurality of operator communication devices.
Connecting the first communication device and the operator communication device;
Receiving from the operator communication device a first call hold request signal including identification information of video information selected from a plurality of video information;
Generating a second call hold request signal including identification information of the video information;
Based on the second call hold request signal, switching the connection between the first communication device and the operator communication device to a connection between the first communication device and the video processing means storing the plurality of video information. When,
Transmitting the video information selected based on the identification information of the video information from the video processing means to the first communication device;
A control method in a call center, comprising:   4. The control method in a call center according to claim 3, further comprising the step of inputting identification information of the video information from the operator device by an operator's operation.

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