JP5326305B2 - Connection control device and computer program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a connection control apparatus and computer program, by which a client terminal interrupts a connection to a call center during a wait time until the client terminal is connected to an operator terminal. <P>SOLUTION: If there is no operator terminal in a free state in a case where an incoming call from a client terminal is accepted, a control unit 10 of the connection control apparatus 1 registers client information of the client terminal on a wait information table 13b. In a case where any operator terminal is brought into free state, the control unit 10 specifies client information having a preceding call arrival number and status information of "being connected" from among client information registered on the wait information table 13b or an overflow information table 13c. The control unit 10 connects a client terminal of the predetermined client information to the operator terminal that is brought into a free state. <P>COPYRIGHT: (C)2009,JPO&amp;INPIT

Description

  The present invention relates to a connection control device for connecting an external device that has transmitted a connection request to a communication device capable of responding, and a computer program for realizing the connection control device by a computer.

  A call center system generally includes a plurality of operator terminals (telephones) and a control server that connects the customer terminal (telephone) to any one of the operator terminals when an incoming call from a customer is accepted. When the customer makes a call (call) to the call center, the control server identifies an empty operator terminal and connects the customer terminal to the identified operator terminal. This allows the customer to talk to the operator.

  When incoming calls to the call center system are congested, a situation occurs where there is no operator terminal in the idle state. In such a situation, the control server suspends the connection state with the customer terminal that has sent the call until one of the operator terminals becomes empty. When one of the operator terminals becomes empty, the control server connects the originating customer terminal to the operator terminal that becomes empty. Therefore, the customer (sender) waits for a call with the operator until one of the operator terminals becomes empty.

  When a plurality of customer terminals are waiting for connection with the operator terminal, the control server connects each customer terminal to the operator terminal that is in the idle state in the order in which the incoming calls are received. If the customer (sender) disconnects from the call center (control server) in the middle of waiting until the operator terminal is connected, when the customer (caller) makes a call to the call center again, the last waiting order is repeated. You have to wait for the connection with the operator terminal. Therefore, the customer cannot disconnect (interrupt) the connection with the control server until the customer is connected to the operator terminal.

Therefore, when the incoming call to the call center system is congested and there is no operator terminal in the empty state, when an incoming call from a new customer is accepted, the connection with this customer terminal is interrupted and one of the operator terminals A system has been proposed in which a call-back is made from an operator at the time when becomes empty (see, for example, Patent Documents 1 and 2).
Japanese Patent Publication No. 7-99840 JP 2007-6323 A

  As described above, in the conventional call center system, each customer cannot disconnect from the control server until it is connected to the operator terminal, and also grasps the waiting time until it is connected to the operator terminal. There was a problem that could not be done. Further, in a system in which a call back is made from an operator when one of the operator terminals becomes available, the customer does not know when the call back is present, so it is necessary to wait near the telephone.

  The present invention has been made in view of such circumstances, and an object of the present invention is to provide a connection control device that does not need to continue to connect with the control server unintentionally until the customer is connected to the operator terminal, and To provide a computer program.

A feature of this connection control device includes a connection unit connected to an external device that has transmitted a connection request, detects a communication device that can respond from a plurality of communication devices, and detects an external device connected to the connection unit, In the configuration of connecting to the detected communication device, when an external device is connected to the connection means, if a communication device capable of responding cannot be detected, the identification information of the external device, the connection order connected to the connection means, and Connection information indicating whether or not the external device is connected to the connection unit is stored in the storage unit in association, and when a communication device capable of responding is detected, the connection order stored in the storage unit The point is that the external device connected to the connection means is specified in the previous external device, and the specified external device is connected to the detected communication device capable of responding. The feature of this connection control device is that when the connection with the connected external device is terminated, the connection information of the external device stored in the storage means is updated to connection information indicating that the connection is not being performed, When the external device that has completed the connection is connected again, the storage unit is configured to update the connection information of the external device stored in the storage unit to the connection information indicating that the connection is being performed, and the storage unit The external device connected to the connection means is specified based on the connection information stored in the above. In addition, the feature of this connection control device is that when an external device is connected, the waiting time considering the state of another external device waiting for connection (whether it is connected to the connection control device) at that time The point is to calculate and notify.

According to this connection control device, when an external device is connected to the connection means, if a communication device capable of responding cannot be detected, the identification information of the external device, the connection order connected to the connection means, and the connection in progress The connection information indicating whether or not is stored in the storage means in association with each other. When a communication device that can respond is detected, the external device whose connection order is stored in the storage means is the first external device, and the external device that is currently connected to the connection means is connected to the detected communication device that can respond. Therefore, the external device that is once connected to the connection unit and whose identification information is stored in the storage unit is connected to the connection unit again even when the connection with the connection unit is interrupted, the storage unit It is possible to wait in the order of connection stored in. Further, according to the present connection control device, it is possible to notify the waiting time in consideration of whether each external device waiting for connection with the communication device is currently connected to the connection means.

  In the disclosed connection control apparatus, an external device that is once connected to the connection means and whose identification information is stored in the storage means is connected to the connection means again even when the connection with the connection means is interrupted. Can wait in the order of connection stored in the storage means. Therefore, by applying such a connection control device to the control server of the call center system, each customer (external device) can connect to the control server when waiting for connection with the operator terminal (communication device). It becomes possible to interrupt. Therefore, there is an effect that it is possible to reduce pain that is waited for a long time until the customer is connected to the operator terminal.

(Embodiment 1)
Below, the connection control apparatus which concerns on this invention is explained in full detail based on drawing which shows the Embodiment 1. FIG. First, a call center system provided with a connection control device according to the present invention will be described. FIG. 1 is a schematic diagram illustrating a configuration of a call center system according to the first embodiment. The call center system according to the first embodiment includes a connection control device 1 managed by the call center, a plurality of operator terminals 2, 2,..., Customer terminals 3, 3. The operator terminals 2, 2... And the customer terminals 3, 3... Are telephones.

  The connection control device 1, operator terminals 2, 2,..., Customer terminals 3, 3,... Are connected to a network N such as a public telephone line network. If the customer terminals 3, 3... Are mobile phones, the customer terminals 3, 3... Are connected to the network N via base stations 3a connected to the network N.

  FIG. 2 is a block diagram showing the configuration of the connection control device 1. The connection control device 1 according to the first embodiment realizes the function of the connection control device according to the present invention by causing a known personal computer to read and execute the computer program according to the present invention, for example. Note that the connection control device 1 of the first embodiment may be configured by a dedicated device.

  The connection control device 1 according to the first embodiment includes a control unit 10, a read only memory (ROM) 11, a random access memory (RAM) 12, a hard disk drive (HDD) 13, a communication interface 14, and the like. Each part is connected to each other via a bus 1a.

  The control unit 10 is a central processing unit (CPU), a micro processor unit (MPU), or the like, and appropriately reads and executes a control program stored in advance in the ROM 11 or the HDD 13 in the RAM 12, and operates the hardware units described above. To control. The ROM 11 stores in advance various control programs necessary for operating the connection control device 1 as the connection control device of the present invention. The RAM 12 is an SRAM or a flash memory, and temporarily stores various data generated when the control unit 10 executes the control program.

  The HDD 13 is a large capacity storage device. The HDD 13 has various control programs necessary for operating the connection control device 1 as the connection control device of the present invention, an operator terminal information table 13a as shown in FIG. 3A, and as shown in FIG. 3B. A waiting information table 13b, an overflow information table 13c as shown in FIG. 3C, guidance information (voice information) for notifying various information to a customer (user) that has arrived at the call center, and the like are stored.

  The communication interface 14 is an interface for connecting to the network N, and is a connection means connected to an external device that has transmitted a connection request to the call center, that is, the customer terminals 3, 3.

  FIG. 3 is a schematic diagram showing the registered contents of each table 13a, 13b, 13c. In the operator terminal information table 13a, as shown in FIG. 3 (a), for each operator terminal 2, 2,... Managed by the call center, an operator including a terminal number assigned to the operator terminals 2, 2,. Terminal information is registered. The status information is information indicating whether or not each operator terminal 2, 2... Is connected to any one of the customer terminals 3, 3,. If it is not medium, “free” is registered.

  Each time the control unit 10 detects whether each operator terminal 2, 2... Is connected to any one of the customer terminals 3, 3,. Register “Connected” or “Free” in. The registered contents of the operator terminal information table 13a are such that when an operator terminal 2 is newly added, an administrator who manages the operator terminal 2 via an operation unit (not shown) of the connection control device 1 Each time the operator terminal information is input, it is registered by the control unit 10.

  The operator terminal information registered in the operator terminal information table 13a may be configured to be input by an administrator who manages the operator terminal 2 via an external device connected to the connection control device 1.

  In the waiting information table 13b (storage means), as shown in FIG. 3 (b), each customer terminal 3, 3 ... is received for each customer terminal 3, 3 ... of the caller (customer) that sent to the call center. Customer information including an incoming number (connection order) indicating the order of incoming calls, a caller number (identification information) which is a caller's telephone number, status information, and the like is registered. The status information is connection information indicating whether or not each customer terminal 3, 3... Is connected to the connection control device 1. If connected, “connected” is registered, and if not connected, “Not connected” is registered. The waiting information table 13b is a first-in first-out table (queue). When customer information is registered in the waiting information table 13b, it is added at the end, and when customer information is read from the waiting information table 13b, Read from the beginning.

  When the control unit 10 receives an incoming call from the customer terminal 3, there is no idle operator terminal 2 (a communication device that can respond) and the connection status with the customer terminal 3 is registered in the waiting information table 13 b. Is registered by the control unit 10 each time it is suspended. In addition, when registering customer information in the waiting information table 13b, the control unit 10 assigns incoming numbers indicating the order in which the customer terminals 3, 3,. Moreover, the control part 10 may give the incoming call number registered in the waiting information table 13b when each customer terminal 3, 3 ... arrives at the call center.

  In the overflow information table 13c (standby information storage means), as shown in FIG. 3 (c), each customer terminal 3, 3... Customer information including the incoming call number (connection order) indicating the order in which the call is received, the caller number (identification information) which is the caller's telephone number, status information, remaining effective time, and the like is registered. The customer information read from the waiting information table 13b is registered as it is in the incoming number, caller number, and status information fields. The remaining valid time indicates the remaining time until each customer information overflows and is deleted from the information table 13c.

  The overflow information table 13c is a first-in first-out table (queue). When customer information is registered in the overflow information table 13c, it is added at the end, and when customer information is read from the overflow information table 13c, Read from the beginning. The registration content of the overflow information table 13c is that the customer terminal 3 in which customer information is registered at the head of the waiting information table 13b at the time when any one of the operator terminals 2 becomes empty cannot be connected to the operator terminal 2. The customer information of the customer terminal 3 is read from the waiting information table 13b and registered.

  That is, when one of the operator terminals 2 becomes empty and the control unit 10 tries to connect the customer terminal 3 having customer information registered at the head of the waiting information table 13b to the operator terminal 2, this customer When the terminal 3 is not connected to the connection control device 1, the customer information of the customer terminal 3 is read from the waiting information table 13b and registered. In addition, when registering the customer information read from the waiting information table 13b in the overflow information table 13c, the control unit 10 registers the predetermined time (for example, 120 minutes) as the remaining valid time in the overflow information table 13c.

  In the remaining effective time column, for example, a predetermined time (for example, 120 minutes) is registered when the customer information overflows and is registered in the information table 13c. The predetermined time is subtracted from each time registered in the remaining effective time column of each customer information. Thereby, the control part 10 can perform the timer process of whether the remaining effective time has passed. In addition, it is good also as a structure provided with a timer corresponding to each customer information registered into the overflow information table 13c.

  With the configuration described above, in the call center system according to the first embodiment, when the customer terminals 3, 3... Make calls to the telephone numbers addressed to the call center via the network N, the connection control device 1 causes the customer terminals 3, 3,. Accept incoming calls. Further, the connection control device 1 monitors the vacant state of the operator terminals 2, 2,... And connects each of the customer terminals 3, 3,. Thereby, the customer (sender, user) can start a call with the operator.

  Hereinafter, functions realized by the control unit 10 executing the control program stored in the ROM 11 or the HDD 13 in the connection control device 1 having the above-described configuration will be described. FIG. 4 is a functional block diagram showing functions of the connection control device 1.

  In the connection control device 1 according to the first embodiment, the control unit 10 executes a control program stored in the ROM 11 or the HDD 13 to thereby execute a control processing unit 10a, an operator terminal monitoring unit 10b, an incoming call reception unit 10c, and a connection process. Each function of the unit 10d, the hold processing unit 10e, and the like is realized.

  The operator terminal monitoring unit 10b periodically monitors whether the operator terminals 2, 2... Are connected to the customer terminals 3, 3,... Via the communication interface 14, and the result is sent to the control processing unit 10a. Notice. Based on the information notified from the operator terminal monitoring unit 10b, the control processing unit 10a registers “connected” or “vacant” in the status information column corresponding to the terminal numbers of the operator terminals 2, 2,. .

  The operator terminal monitoring unit 10b may notify the control processing unit 10a only when the connection state of each operator terminal 2, 2,... With the customer terminals 3, 3,. . In this case, the control processing unit 10a registers “connected” or “free” in the status information column corresponding to the terminal number of the operator terminal 2 whose connection status notified from the operator terminal monitoring unit 10b has changed.

  The incoming call reception unit 10 c receives a connection request to the call center via the communication interface 14. When receiving the connection request (incoming call), the incoming call reception unit 10c acquires the telephone number of the customer terminal 3 that has transmitted the connection request, and notifies the control processing unit 10a of the acquired telephone number (caller number). When the caller number is notified from the incoming call reception unit 10c, the control processing unit 10a determines whether the customer information is already registered in the waiting information table 13b or the overflow information table 13c.

  When the customer information is not yet registered in both the waiting information table 13b and the overflow information table 13c, the control processing unit (detecting means) 10a determines whether the operator terminal 2 is in an empty state based on the registered contents of the operator terminal information table 13a. It is determined (detected) whether or not (a communication device capable of responding) exists. The case where customer information is not registered in both the waiting information table 13b and the overflow information table 13c indicates a state where there is no customer terminal 3 waiting for connection to the operator terminal 2. When there is an empty operator terminal 2, the control processing unit 10a instructs the connection processing unit 10d to connect the incoming customer terminal 3 to the empty operator terminal 2.

  The connection processing unit (connection control means) 10d connects the customer terminal 3 connected to the communication interface 14 to the unoccupied operator terminal 2 in accordance with an instruction from the control processing unit 10a. At this time, the control processing unit 10a may update the connection status of the operator terminal 2 connected to the incoming customer terminal 3 to “connected” in the operator terminal information table 13a.

  On the other hand, when there is no empty operator terminal 2, the control processing unit 10a registers the customer information of the incoming customer terminal 3 in the waiting information table 13b. Specifically, the control processing unit 10a assigns an incoming call number indicating the order of arrival to the call center to the incoming customer terminal 3. The control processing unit 10a may hold the assigned incoming call number and assign the next incoming call number by adding 1 to the held incoming call number.

  In addition, the control processing unit 10a calculates (predicts) the waiting time until the incoming customer terminal 3 is connected to the operator terminal 2. The control processing unit 10a notifies the hold processing unit 10e of the calculated waiting time and the caller number of the incoming customer terminal 3, and instructs the customer terminal 3 to execute the hold process.

  In accordance with an instruction from the control processing unit 10a, the hold processing unit 10e generates guidance for notifying that a waiting time is required because there is no empty operator terminal 2, and the caller number notified from the control processing unit 10a To the customer terminal 3. For example, the hold processing unit 10e outputs a guidance such as “There is a busy call right now. You can connect in about 10 minutes” to the customer terminal 3. Thereby, the user of the customer terminal 3 can grasp that he is in a waiting state and a rough waiting time. The hold processing unit 10e performs hold processing until the customer terminal 3 is connected to the operator terminal 2, and continues the connection with the customer terminal 3.

  Further, the hold processing unit 10e notifies that the current waiting order can be secured even when the connection with the call center is interrupted by using the system in the call center, and whether to use the system. Guidance for prompting such an instruction is generated and output to the customer terminal 3. For example, the hold processing unit 10e outputs to the customer terminal 3 a guidance such as “If you hang up and wait, press 0, then hang up and call again after 10 minutes”. . Thereby, when the user of the customer terminal 3 wants to interrupt the connection with the call center, he / she can cancel the unnecessary waiting time until the user terminal 3 is connected by pressing 0 to hang up the telephone.

  Some users wait until they are connected to the operator terminal 2 while continuing to connect to the call center. Therefore, for example, the hold processing unit 10e may output a guidance such as “please press 0 even if you wait without hanging up” to the customer terminal 3.

  When the user of the customer terminal 3 presses 0, that is, when a signal corresponding to the “0” key is received from the customer terminal 3 via the communication interface 14, the hold processing unit 10e notifies the control processing unit 10a to that effect. Notify The control processing unit 10a associates the incoming call number assigned to the customer terminal 3, the telephone number (caller number) of the customer terminal 3, and the status information “connected” in the waiting information table 13b. . Since the waiting information table 13b is a first-in first-out table, the control processing unit 10a registers this customer information at the end of the waiting information table 13b. Thereby, the user of this customer terminal 3 can ensure the waiting order until it is connected to the operator terminal 2.

  Note that the waiting time until each customer terminal 3 is connected to the operator terminal 2 is the customer information registered in the waiting information table 13b and the overflow information table 13c with the incoming number before the incoming number of each customer terminal 3. Is calculated based on For example, the control processing unit 10a determines that the connection information of the customer information registered in the waiting information table 13b and the overflow information table 13c with the incoming call number before the incoming call number of each customer terminal 3 is “connected”. The number of customer information and the number of customer information whose connection information is “not connected” are counted. The control processing unit 10a then calculates a predetermined number of times by multiplying the number of customer information whose connection information is “connected” by a predetermined first time and the number of customer information whose connection information is “not connected”. The total time with the time multiplied by 2 hours is calculated, and the calculated total time is set as the waiting time.

  Specifically, for each of the customer terminals 3, 3... Currently connected to the call center, the waiting time is predicted based on the average response time (first time) for the operator user (customer), and is not currently connected to the call center. For each customer terminal 3, 3..., The waiting time may be predicted in a time shorter than the average response time (second time). Since the currently connected customer terminals 3, 3... Are likely to be connected to the operator terminals 2, 2... Continuously, the waiting time can be predicted based on the average response time. However, among the customer terminals 3, 3... Of the incoming call numbers ahead of the incoming call numbers of the customer terminals 3, the customer terminals 3, 3. It is impossible to predict whether the call center will arrive again before the turn comes. Accordingly, the second time may be, for example, 1/2 or 1/3 of the first time.

  On the other hand, when the caller ID is notified from the incoming call reception unit 10c and the customer information is registered in either the waiting information table 13b or the overflow information table 13c, the control processing unit 10a receives the incoming call reception unit 10c. It is determined whether or not the sender number notified from is registered in the waiting information table 13b or the overflow information table 13c. When the sender number is registered in the waiting information table 13b or the overflow information table 13c, the control processing unit 10a displays the status information registered in the waiting information table 13b or the overflow information table 13c corresponding to the sender number. Change to "Connected".

  In addition, the control processing unit 10a calculates a waiting time until connection to the operator terminal 2 at this time, and the hold processing unit 10e displays the calculated waiting time and the caller number of the incoming customer terminal 3 And instruct the customer terminal 3 to execute the hold process.

  The hold processing unit 10e generates guidance for notifying the waiting time in accordance with an instruction from the control processing unit 10a, and outputs the guidance to the customer terminal 3 having the caller number notified from the control processing unit 10a. Thereby, the user of customer terminal 3 can grasp that he is still in a waiting state and the waiting time from this point. The hold processing unit 10e performs hold processing until the customer terminal 3 is connected to the operator terminal 2, and continues the connection with the customer terminal 3. The waiting time can be calculated by a process similar to the process described above, based on the number of customer terminals 3, 3.

  When the caller number notified from the incoming call reception unit 10c is registered in the overflow information table 13c, the control processing unit 10a stops the timer process corresponding to the caller number. Thereby, it is possible to prevent the customer information from being overwritten and deleted from the information table 13c due to the elapse of the remaining effective time even though each of the customer terminals 3, 3... Is connected to the call center.

  When the notified caller number is not registered in either the waiting information table 13b or the overflow information table 13c, the control processing unit 10a registers the customer information of the incoming customer terminal 3 in the waiting information table 13b. When the caller number is notified from the incoming call reception unit 10c, the customer information is already registered in the waiting information table 13b or the overflow information table 13c, but the notified caller number is stored in the waiting information table 13b and the overflow information table 13c. When it is not registered in any of the information tables 13c, when the customer terminal 3 having the notified caller number arrives at the call center for the first time, the customer terminal 3, waiting for connection with the operator terminal 2, 3 indicates a state that already exists.

  Specifically, the control processing unit 10a assigns an incoming call number indicating the order of arrival to the call center to the incoming customer terminal 3. Further, the control processing unit 10a calculates a waiting time until the incoming customer terminal 3 is connected to the operator terminal 2. The control processing unit 10a notifies the hold processing unit 10e of the calculated waiting time and the caller number of the incoming customer terminal 3, and instructs the customer terminal 3 to execute the hold process. In accordance with an instruction from the control processing unit 10a, the holding processing unit 10e notifies that the waiting time is required because there is no empty operator terminal 2, and that the current waiting order can be secured, and whether to use this system. Guidance for prompting the instruction is generated and output to the customer terminal 3. The hold processing unit 10e performs hold processing until the customer terminal 3 is connected to the operator terminal 2, and continues the connection with the customer terminal 3.

  Thereby, the user of the customer terminal 3 can grasp that he is in a waiting state and a rough waiting time. In addition, when it is desired to interrupt the connection with the call center, it is not necessary to continue the connection with the connection control device 1 until it is connected to the operator terminal 2 by pressing 0 to hang up the telephone. Can be shortened. When the user of the customer terminal 3 presses 0, that is, when a signal corresponding to the “0” key is received from the customer terminal 3 via the communication interface 14, the hold processing unit 10e notifies the control processing unit 10a to that effect. Notify The control processing unit 10a associates the incoming call number assigned to the customer terminal 3, the telephone number (caller number) of the customer terminal 3, and the status information “connected” in the waiting information table 13b. .

  As a result of the above-described processing, the customer terminal 3 that has first arrived at the call center has no other customer terminals 3, 3,... Can be connected to. Further, when there are other customer terminals 3, 3,... In the waiting state, the waiting order can be secured by registering the customer information of this customer terminal 3 in the waiting information table 13b at the end. Further, for the customer terminal 3 that has arrived at the call center a plurality of times, the waiting time at the time of each incoming call can be announced.

  The hold processing unit 10e monitors whether or not the customer terminal 3 on hold has disconnected from the call center, and if it detects disconnection, the caller number of the customer terminal 3 and the customer terminal 3 3 notifies the control processing unit 10a that the connection has been disconnected. The control processing unit 10a determines whether the customer information of the customer terminal 3 is registered in the waiting information table 13b or the overflow information table 13c. When the customer information of the customer terminal 3 is registered in the waiting information table 13b or the overflow information table 13c, the control processing unit (update means) 10a states the customer information registered in the waiting information table 13b or the overflow information table 13c. Update information to “not connected”.

  When the customer information of the customer terminal 3 is registered in the overflow information table 13c, the control processing unit 10a starts a timer process for the customer terminal 3. By such processing, even when each customer terminal 3, 3... That is suspended from connection with the operator terminal 2 has terminated connection with the call center, the connection order until the connection with the operator terminal 2 is established. Can be secured.

  The control processing unit 10a regularly monitors the overflow information table 13c in which customer information is sequentially registered as described above, and appropriately deletes registered customer information. Specifically, the control processing unit 10a periodically reads out each customer information registered in the overflow information table 13c and determines whether or not the corresponding remaining effective time is zero. When detecting the customer information whose remaining effective time is 0, the control processing unit 10a deletes the customer information from the overflow information table 13c. As a result, it is possible to delete customer information of a user who is unlikely to arrive at the call center again, and to prevent an increase in customer information registered in the overflow information table 13c.

  The control processing unit 10a periodically monitors whether or not there is an empty operator terminal 2 based on the registration information in the operator terminal information table 13a. The operator terminal 2 thus connected is connected to the customer terminal 3 currently on hold. Specifically, when detecting the empty operator terminal 2, the control processing unit 10a determines whether customer information is registered in the overflow information table 13c. When the customer information is registered in the overflow information table 13c, the control processing unit 10a reads the first customer information in the overflow information table 13c, and determines whether or not the status information of the read customer information is “connected”. to decide.

  When the status information of the first customer information is “connected”, that is, when the customer terminal 3 whose connection order with the operator terminal 2 is currently connected to the call center, the control processing unit 10 a The customer terminal 3 is specified as a customer terminal to be connected to the operator terminal 2. The control processing unit 10a instructs the connection processing unit 10d to connect the customer terminal 3 to the operator terminal 2.

  The connection processing unit 10d connects the pending customer terminal 3 connected to the communication interface 14 to the operator terminal 2 in accordance with an instruction from the control processing unit 10a. Then, the control processing unit 10a deletes the customer information read from the overflow information table 13c from the overflow information table 13c. At this time, the control processing unit 10a may update the connection status of the operator terminal 2 connected to the incoming customer terminal 3 to “connected” in the operator terminal information table 13a.

  When the status information of the customer information read from the overflow information table 13c is not “connected”, that is, when the customer terminal 3 with the first connection order with the operator terminal 2 is not currently connected to the call center, the control processing unit 10a Reads out the customer information of the next incoming call number from the overflow information table 13c. The control processing unit 10a determines whether or not the status information of the read customer information is “connected”, and if it is “connected”, specifies the customer terminal 3 to which the customer terminal 3 is connected to the operator terminal 2 To do. The control processing unit 10a instructs the connection processing unit 10d to connect the customer terminal 3 to the operator terminal 2.

  The control processing unit 10a repeats such processing until it detects customer information whose status information is “connected” among the customer information registered in the overflow information table 13c, and the incoming order to the call center is first. Then, the customer terminal 3 that is currently connected to the call center is connected to the operator terminal 2 that has become free.

  If there is no customer information whose status information is “connected” in the customer information registered in the overflow information table 13c, or the customer information is stored in the overflow information table 13c when the operator terminal 2 in the empty state is detected. If not registered, the control processing unit 10a determines whether customer information is registered in the waiting information table 13b. When customer information is registered in the waiting information table 13b, the control processing unit 10a reads the head customer information in the waiting information table 13b, and checks whether the status information of the read customer information is “connected”. to decide.

  When the status information of the first customer information is “connected”, the control processing unit 10 a instructs the connection processing unit 10 d to connect the customer terminal 3 to the operator terminal 2. When the status information of the first customer information in the waiting information table 13b is “connected”, the connection with the operator terminal 2 among the customer terminals 3 whose customer information is registered in the waiting information table 13b. This means that the customer terminal 3 with the first order is currently connected to the call center.

  The connection processing unit 10d connects the pending customer terminal 3 connected to the communication interface 14 to the operator terminal 2 in accordance with an instruction from the control processing unit 10a. Then, the control processing unit 10a deletes the customer information read from the waiting information table 13b from the waiting information table 13b. At this time, the control processing unit 10a may update the connection status of the operator terminal 2 connected to the incoming customer terminal 3 to “connected” in the operator terminal information table 13a.

  When the status information of the customer information read from the waiting information table 13b is not “connected”, the control processing unit 10a registers the read customer information at the end of the overflow information table 13c, and the customer information for the customer terminal 3 is registered. Start timer processing. In FIG. 3C, in the waiting information table 13b shown in FIG. 3B, when the customer information of the incoming call number “3” comes to the head of the waiting information table 13b, the customer terminal 3 The registration contents of the overflow information table 13c when the operator terminal 2 cannot be connected because it is not being connected.

  The control processing unit 10a deletes the customer information read from the waiting information table 13b from the waiting information table 13b, and determines whether the customer information is still registered in the waiting information table 13b. When the customer information is registered in the waiting information table 13b, the control processing unit 10a reads the first customer information in the waiting information table 13b at this time, and the status information of the read customer information is “connected”. Determine whether or not. If the status information of the read customer information is “connected”, the control processing unit 10 a instructs the connection processing unit 10 d to connect the customer terminal 3 to the operator terminal 2.

  If the status information of the read customer information is not “connected”, the control processing unit 10a registers the read customer information at the end of the overflow information table 13c, and performs a timer process for the customer terminal 3 of this customer information. To start. Further, the control processing unit 10a deletes the customer information read from the waiting information table 13b from the waiting information table 13b. The control processing unit 10a repeats such processing until it detects the customer information whose status information is “connected” among the customer information registered in the waiting information table 13b. Then, the customer terminal 3 that is currently connected to the call center is connected to the operator terminal 2 that has become free.

  When one of the operator terminals 2, 2... Becomes empty by the above-described processing, first, the customer terminal 3 of the customer terminal registered in the overflow information table 13c is preferentially connected to the operator terminal 2. . Therefore, when the customer information registered in the waiting information table 13b comes to the head of the waiting information table 13b, even if this customer terminal 3 is not connected to the call center, the waiting order in the incoming number for the call center Can be secured.

  Below, the various processes which the connection control apparatus 1 of the structure mentioned above performs are demonstrated based on a flowchart. First, a process performed by the connection control device 1 when the customer terminals 3, 3. 5 and 6 are flow charts showing the procedure of the processing when the customer terminals 3, 3. The following processing is executed by the control unit 10 according to various control programs stored in the ROM 11 or the HDD 13 of the connection control device 1.

  When receiving an incoming call from the customer terminal 3 to the call center (S1), the control unit 10 of the connection control device 1 determines whether customer information has already been registered in the waiting information table 13b or the overflow information table 13c ( S2). If it is determined that the customer information has already been registered (S2: YES), the control unit 10 determines whether the customer information of the telephone number (caller number) of the incoming customer terminal 3 is registered in the waiting information table 13b. It is determined whether or not (S3). When determining that it is registered in the waiting information table 13b (S3: YES), the control unit 10 updates the status information of the customer information of the customer terminal 3 registered in the waiting information table 13b to “connected”. (S4).

  The control unit 10 is connected to the operator terminal 2 based on the customer information registered in the waiting information table 13b and the overflow information table 13c with the incoming call number earlier than the incoming call number of the customer information of the customer terminal 3. Is calculated (S5). The control part 10 produces | generates the guidance for notifying waiting time, and outputs it to the customer terminal 3 which received the incoming call (S6). The control unit 10 performs a hold process until the customer terminal 3 is connected to the operator terminal 2 (S7), and ends the process.

  If it is determined in step S3 that the customer information of the incoming customer terminal 3 is not registered in the waiting information table 13b (S3: NO), it is determined whether or not this customer information is registered in the overflow information table 13c. (S8). If it is determined that it is registered in the overflow information table 13c (S8: YES), the control unit 10 stops the timer process for this customer terminal 3 (S9), and this customer terminal registered in the overflow information table 13c 3 is updated to "connected" (S10).

  The control unit 10 calculates the waiting time until connection to the operator terminal 2 based on the customer information registered in the overflow information table 13c with the incoming number before the incoming number of the customer information of the customer terminal 3. (S11). The control unit 10 generates guidance for notifying the waiting time, outputs the guidance to the incoming customer terminal 3 (S6), and performs a hold process until the customer terminal 3 is connected to the operator terminal 2 (S7). The process ends.

  When it is determined in step S2 that customer information has not yet been registered in the waiting information table 13b and the overflow information table 13c (S2: NO), the control unit 10 determines whether the operator is in an empty state based on the operator terminal information table 13a. It is determined whether or not there is a terminal 2 (S12). If it is determined that there is a vacant operator terminal 2 (S12: YES), the control unit 10 connects the customer terminal 3 that has been received in step S1 to the vacant operator terminal 2 (S13), and performs processing. finish.

  When it is determined that there is no empty operator terminal 2 (S12: NO), or when it is determined in step S8 that the customer information of the incoming customer terminal 3 is not registered in the overflow information table 13c (S8: NO) The control unit 10 assigns an incoming call number indicating the order of arrival to the call center to the customer terminal 3 that has received the call (S14). Based on the customer information registered in the waiting information table 13b and the overflow information table 13c, the control unit 10 calculates a waiting time until the operator terminal 2 is connected (S15).

  The control unit 10 notifies the waiting time, generates guidance for prompting an instruction as to whether or not to use the system in the call center, and outputs the guidance to the incoming customer terminal 3 (S16). The hold process is performed until the operator terminal 2 is connected (S17). The control unit 10 uses the present system by the user of the customer terminal 3 based on whether or not the response from the customer terminal 3, specifically, the signal corresponding to the “0” key is received from the customer terminal 3. Whether or not (S18).

  If it is determined that this system is to be used (S18: YES), the control unit 10 registers the customer information in the waiting information table 13b (S19), and ends the process. Specifically, the control unit 10 registers the incoming call number assigned in step S14, the telephone number (caller number) of the customer terminal 3, and the status information “connected” in association with each other. When determining that the system is not used (S18: NO), the control unit 10 skips the process of step S19 and ends the process.

  Next, the process performed by the connection control device 1 when the customer terminals 3, 3,... That are suspended from the operator terminal 2 disconnect from the call center will be described. FIG. 7 is a flowchart showing a processing procedure when the customer terminals 3, 3... Are disconnected. The following processing is executed by the control unit 10 according to various control programs stored in the ROM 11 or the HDD 13 of the connection control device 1.

  The control unit 10 of the connection control device 1 disconnects the connection with the connection control device 1 when the customer terminal 3 whose connection with the operator terminal 2 is suspended disconnects the connection with the connection control device 1 (S21). It is determined whether customer information of the customer terminal 3 is registered in the waiting information table 13b (S22). When it is determined that it is registered in the waiting information table 13b (S22: YES), the control unit 10 updates the status information of the customer information of the customer terminal 3 registered in the waiting information table 13b to “not connected”. (S23).

  When it is determined that the information is not registered in the waiting information table 13b (S22: NO), the control unit 10 skips the process of step S23 and overflows customer information of the customer terminal 3 that has disconnected from the connection control device 1. It is determined whether it is registered in the information table 13c (S24). When determining that it is registered in the overflow information table 13c (S24: YES), the control unit 10 updates the status information of the customer information of the customer terminal 3 registered in the overflow information table 13c to “not connected”. Then, the timer process for the customer terminal 3 is started (S26). If the control unit 10 determines that it is not registered in the overflow information table 13c (S24: NO), it skips the processing of steps S25 and S26 and ends the processing.

  Next, a process in which the connection control device 1 deletes customer information registered in the overflow information table 13c will be described. FIG. 8 is a flowchart showing the procedure for deleting registered information in the overflow information table 13c. The following processing is executed by the control unit 10 according to various control programs stored in the ROM 11 or the HDD 13 of the connection control device 1.

  The control unit 10 of the connection control device 1 determines whether or not a predetermined time has elapsed (S31), and when it is determined that the predetermined time has not elapsed (S31: NO), until the predetermined time has elapsed. stand by. When it is determined that the predetermined time has elapsed (S31: YES), the control unit 10 reads one piece of customer information from the overflow information table 13c (S32). The control unit 10 determines whether or not the remaining effective time of the read customer information is 0 (S33), and if it is determined that the remaining effective time is 0 (S33: YES), the read customer information overflows. Delete from the information table 13c (S34).

  When determining that the remaining effective time is not 0 (S33: NO), the control unit 10 skips the process of step S34 and determines whether or not all customer information has been read from the overflow information table 13c (S35). . If it is determined that all customer information has not been read (S35: NO), the control unit 10 returns the process to step S32. The control unit 10 reads one different piece of customer information from the overflow information table 13c (S32), and repeats the processes of steps S33 and S34 for the read customer information. If the control unit 10 determines that all customer information has been read from the overflow information table 13c (S35: YES), the process is terminated.

  Next, a process performed by the connection control device 1 when any one of the operator terminals 2 becomes empty will be described. FIG. 9 and FIG. 10 are flowcharts showing a processing procedure when the operator terminals 2, 2. The following processing is executed by the control unit 10 according to various control programs stored in the ROM 11 or the HDD 13 of the connection control device 1.

  When the control unit 10 of the connection control device 1 detects an empty operator terminal 2 based on the registration information in the operator terminal information table 13a (S41), whether or not customer information is registered in the overflow information table 13c. Is determined (S42). When it is determined that the customer information is registered in the overflow information table 13c (S42: YES), the control unit 10 reads the top customer information of the overflow information table 13c (S43), and the status information of the read customer information is It is determined whether or not “connected” (S44).

  When it is determined that the state information of the first customer information is “connected” (S44: YES), the control unit 10 changes the customer terminal 3 of this customer information to the operator terminal 2 that has detected the empty state in step S41. Connect (S45). The control unit 10 deletes the customer information of the customer terminal 3 from the overflow information table 13c (S46), and ends the process.

  If it is determined in step S44 that the status information of the first customer information is not “connected” (S44: NO), the control unit 10 determines whether or not all customer information has been read from the overflow information table 13c ( S47). When it is determined that all the customer information has not been read (S47: NO), the control unit 10 reads the customer information of the next incoming call number from the overflow information table 13c (S48). The control unit 10 returns the process to step S44, and repeats the processes of steps S44 to S47 for the read customer information.

  When it is determined in step S42 that customer information is not registered in the overflow information table 13c (S42: NO), or when it is determined in step S47 that all customer information has been read from the overflow information table 13c (S47: YES). The control unit 10 shifts the processing to step S49. Then, the control unit 10 determines whether customer information is registered in the waiting information table 13b (S49).

  When it is determined that the customer information is registered in the waiting information table 13b (S49: YES), the control unit 10 reads the top customer information in the waiting information table 13b (S50), and the status information of the read customer information is It is determined whether or not “connected” (S51). When it is determined that the state information of the first customer information is “connected” (S51: YES), the control unit 10 changes the customer terminal 3 of this customer information to the operator terminal 2 that has detected the vacant state in step S41. Connect (S52). The control unit 10 deletes the customer information of the customer terminal 3 from the waiting information table 13b (S53), and ends the process.

  When it is determined in step S51 that the status information of the first customer information is not “connected” (S51: NO), the control unit 10 registers the customer information read from the waiting information table 13b in the overflow information table 13c ( S54). The control unit 10 starts a timer process for the customer terminal 3 of this customer information (S55), and deletes this customer information from the waiting information table 13b (S56).

  The control unit 10 returns the process to step S49, and determines whether customer information is registered in the waiting information table 13b (S49). When it is determined that customer information is registered in the waiting information table 13b (S49: YES), the control unit 10 reads out the first customer information in the waiting information table 13b (S50), and for the read customer information, The processes in steps S51 to S56 are repeated. When it is determined in step S49 that customer information is not registered in the waiting information table 13b (S49: NO), the control unit 10 ends the process.

  As described above, in the connection control device 1 of the first embodiment, the customer terminals 3, 3,... That are once connected to the call center and whose customer information is registered in the waiting information table 13b are waiting in the incoming order at this time. The order can be secured. Accordingly, since the customer terminals 3, 3... Can be disconnected from the call center, the customer terminals 3, 3... Wait until they are connected to the connection control device 1 before being connected to the operator terminal 2. You can save time.

  In the first embodiment described above, the remaining valid time registered in the overflow information table 13c is set as the predetermined time. In this configuration, for example, in a situation where a lot of customer information is registered in the overflow information table 13c, the waiting time until the customer terminal 3 of the customer information registered in the overflow information table 13c is connected to the operator terminal 2 May be longer than a predetermined time. In such a case, when the user of the customer terminal 3 connects to the call center again after the notified waiting time has elapsed, the customer information of the customer terminal 3 may have already been deleted from the overflow information table 13c. There is.

  Therefore, in order to avoid such a situation, for example, when customer information is registered in the overflow information table 13c, the waiting time is again set based on the number of customer information registered in the overflow information table 13c at that time. The remaining effective time may be reset based on the calculated waiting time. The remaining valid time registered in the overflow information table 13c indicates the remaining time until it is deleted from the overflow information table 13c. On the other hand, for example, the registration time at the time when each customer information is registered in the overflow information table 13c may be registered. In this case, customer information in which the difference between the registration time registered in the overflow information table 13c and the current time is equal to or longer than a predetermined time may be deleted from the overflow information table 13c.

  In addition, the connection control device 1 according to the first embodiment described above is configured to stop the timer process for the customer terminal 3 when the customer terminal 3 whose customer information is already registered in the overflow information table 13c arrives at the call center again. there were. On the other hand, for example, when the customer terminal 3 whose customer information is registered in the overflow information table 13c disconnects again, the timer process may be reset.

  In the first embodiment described above, the configuration in which one connection control device 1 includes the waiting information table 13b and the overflow information table 13c has been described as an example. In contrast, for example, each of the operator terminals 2, 2... May include a waiting information table 13b and an overflow information table 13c. Further, a waiting information table 13b and an overflow information table 13c may be provided for each inquiry content of each user to the call center.

  When the customer terminal 3 whose customer information is registered in the waiting information table 13b or the overflow information table 13c arrives at the call center again, the connection control device 1 of the first embodiment described above recalculates the waiting time at this point. It was a configuration to notify again. In addition, the contents of the guidance to be output when the customer information of the customer terminal 3 overflows and is registered in the information table 13c and when the customer information of the customer terminal 3 is registered in the waiting information table 13b. It may be changed. For example, when customer information overflows and is registered in the information table 13c, it may be notified that the connection order to the operator terminal 2 has elapsed.

  The connection control device 1 according to the first embodiment described above determines whether each customer terminal 3, 3... Is connected to the connection control device 1 in the customer information registered in the waiting information table 13b and the overflow information table 13c. It was the structure which includes the status information to show. This makes it possible to easily determine whether or not each customer terminal 3, 3... Is currently connected to the connection control device 1. However, the present invention is not limited to such a configuration, and it may be detected by the control unit 10 whenever it is necessary to detect whether or not each customer terminal 3, 3... Is currently connected to the connection control device 1. . In this case, it is not necessary to include in the customer information registered in the waiting information table 13b and the overflow information table 13c state information indicating whether each customer terminal 3, 3... Is connected to the connection control device 1 or not.

(Embodiment 2)
Below, the connection control apparatus which concerns on this invention is explained in full detail based on drawing which shows the Embodiment 2. FIG. The call center system according to the second embodiment is realized by the same configuration as the configuration of the call center system according to the first embodiment described above, and the same components are denoted by the same reference numerals and description thereof is omitted.

  In the connection control device 1 according to the second embodiment, only the operator terminal information table 13 a and the waiting information table 13 b are stored in the HDD 13. Note that the waiting information table 13b of the second embodiment has the same configuration as the overflow information table 13c of the first embodiment described above. That is, although not shown, the waiting information table 13b of the second embodiment shows the order in which each customer terminal 3, 3 ... is received for each customer terminal 3, 3 ... of the caller (customer) that has sent to the call center. The customer information including the incoming call number (connection order), the caller number (identification information) which is the caller's telephone number, the status information, the remaining valid time, etc. is registered.

  Hereinafter, in the connection control device 1 of the second embodiment configured as described above, functions realized by the control unit 10 executing a control program stored in the ROM 11 or the HDD 13 will be described. In addition, the connection control apparatus 1 of this Embodiment 2 implement | achieves the function similar to the connection control apparatus 1 of Embodiment 1 shown in FIG. In the second embodiment, the operator terminal monitoring unit 10b, the incoming call reception unit 10c, the connection processing unit 10d, and the hold processing unit 10e perform the same processing as that described in the first embodiment.

  When the caller number is notified from the incoming call reception unit 10c, the control processing unit 10a determines whether the customer information is already registered in the waiting information table 13b. When the customer information is not yet registered in the waiting information table 13b, the control processing unit (detecting means) 10a, based on the registered content of the operator terminal information table 13a, the empty operator terminal 2 (a communication device that can respond). It is determined (detected) whether or not there is. When there is an empty operator terminal 2, the control processing unit 10a instructs the connection processing unit 10d to connect the incoming customer terminal 3 to the empty operator terminal 2.

  On the other hand, when there is no empty operator terminal 2, the control processing unit 10a registers the customer information of the incoming customer terminal 3 in the waiting information table 13b. Specifically, the control processing unit 10a assigns an incoming call number indicating the order of arrival to the call center to the incoming customer terminal 3. In addition, the control processing unit 10a calculates (predicts) the waiting time until the incoming customer terminal 3 is connected to the operator terminal 2. The control processing unit 10a notifies the hold processing unit 10e of the calculated waiting time and the caller number of the incoming customer terminal 3, and instructs the customer terminal 3 to execute the hold process.

  The hold processing unit 10e generates guidance and outputs it to the customer terminal 3 in accordance with an instruction from the control processing unit 10a. The guidance here informs that waiting time is required and that the current waiting order can be secured even if the connection with the call center is interrupted by using the system in this call center. This is guidance for prompting an instruction as to whether or not to use this system. Thereby, the user of customer terminal 3 can grasp that he is in a waiting state and waiting time. In addition, when the user of the customer terminal 3 wants to interrupt the connection with the call center, he / she can cancel the unnecessary waiting time until the user terminal 3 is connected by pressing 0 to hang up the phone.

  The hold processing unit 10e performs hold processing until the customer terminal 3 is connected to the operator terminal 2, and continues the connection with the customer terminal 3. When the user of the customer terminal 3 presses 0, for example, the hold processing unit 10e notifies the control processing unit 10a to that effect. The control processing unit 10a calculates the remaining valid time based on the incoming call number assigned to the customer terminal 3, the telephone number (caller number) of the customer terminal 3, the status information “connected”, and the calculated waiting time. Corresponding information is registered in the waiting information table 13b. The remaining valid time may be, for example, a time obtained by adding a predetermined time (for example, 30 minutes) to the calculated waiting time. Thereby, the user of this customer terminal 3 can ensure the waiting order until it is connected to the operator terminal 2.

  On the other hand, when the caller number is notified from the incoming call reception unit 10c and the customer information is already registered in the waiting information table 13b, the control processing unit 10a sends the caller number notified from the incoming call reception unit 10c. Is registered in the waiting information table 13b. When the caller number is registered in the waiting information table 13b, the control processing unit 10a stops the timer process corresponding to the caller number. Thereby, it is possible to prevent the customer information from being overwritten and deleted from the information table 13c due to the elapse of the remaining effective time even though each of the customer terminals 3, 3... Is connected to the call center.

  The control processing unit 10a changes the status information registered in the waiting information table 13b corresponding to the caller number to “connected”. In addition, the control processing unit 10a calculates a waiting time until connection to the operator terminal 2 at this time, and the hold processing unit 10e displays the calculated waiting time and the caller number of the incoming customer terminal 3 And instruct the customer terminal 3 to execute the hold process.

  The hold processing unit 10e generates guidance for notifying the waiting time in accordance with an instruction from the control processing unit 10a, and outputs the guidance to the customer terminal 3 having the caller number notified from the control processing unit 10a. Thereby, the user of customer terminal 3 can grasp that he is still in a waiting state and the waiting time from this point. The hold processing unit 10e performs hold processing until the customer terminal 3 is connected to the operator terminal 2, and continues the connection with the customer terminal 3.

  As a result of the above-described processing, the customer terminal 3 that has first arrived at the call center has no other customer terminals 3, 3,... Can be connected to. Further, when there are other customer terminals 3, 3,... In the waiting state, the waiting order can be secured by registering the customer information of this customer terminal 3 in the waiting information table 13b at the end. Further, for the customer terminal 3 that has arrived at the call center a plurality of times, the waiting time at the time of each incoming call can be announced.

  If the control processing unit 10a is notified by the hold processing unit 10e that the customer terminal 3 on hold has disconnected from the call center, is the customer information of the customer terminal 3 registered in the waiting information table 13b? Judge whether or not. When the customer information of the customer terminal 3 is registered in the waiting information table 13b, the control processing unit 10a updates the status information of the customer information registered in the waiting information table 13b to “not connected”. Further, the control processing unit 10a starts a timer process for the customer terminal 3.

  Further, as described above, the control processing unit 10a regularly monitors the waiting information table 13b in which customer information is sequentially registered, and deletes the registered customer information as appropriate. Note that the registration information deletion process of the waiting information table 13b is the same as the registration information deletion process of the overflow information table 13c described in the first embodiment, and a description thereof will be omitted.

  Further, when the control processing unit 10a detects the empty operator terminal 2 based on the registration information in the operator terminal information table 13a, the control processing unit 10a connects the detected operator terminal 2 to the customer terminal 3 currently on hold. Specifically, when detecting the empty operator terminal 2, the control processing unit 10a determines whether customer information is registered in the waiting information table 13b. When customer information is registered in the waiting information table 13b, the control processing unit 10a reads the head customer information in the waiting information table 13b, and checks whether the status information of the read customer information is “connected”. to decide.

  When the status information of the first customer information is “connected”, the control processing unit 10 a instructs the connection processing unit 10 d to connect the customer terminal 3 to the operator terminal 2. The connection processing unit 10d connects the pending customer terminal 3 connected to the communication interface 14 to the operator terminal 2 in accordance with an instruction from the control processing unit 10a. Then, the control processing unit 10a deletes the customer information read from the waiting information table 13b from the waiting information table 13b.

  When the status information of the customer information read from the waiting information table 13b is not “connected”, the control processing unit 10a reads the customer information of the next incoming call number from the waiting information table 13b. The control processing unit 10a determines whether or not the status information of the read customer information is “connected”, and if it is “connected”, the customer terminal 3 is connected to the operator terminal 2 to the connection processing unit 10d. Instruct to connect.

  The control processing unit 10a repeats such processing until it detects the customer information whose status information is “connected” among the customer information registered in the waiting information table 13b. Then, the customer terminal 3 that is currently connected to the call center is connected to the operator terminal 2 that has become free.

  When one of the operator terminals 2, 2... Becomes free by the above-described processing, the incoming number of the customer terminal registered in the waiting information table 13b is preferentially given from the previous customer terminal 3 to the operator terminal 2. Connect with. Note that when the customer information registered in the waiting information table 13b comes to the top of the waiting information table 13b, even if this customer terminal 3 is not connected to the call center, the waiting order in the incoming number for the call center Can be secured.

  Below, the various processes which the connection control apparatus 1 of this Embodiment 2 mentioned above perform are demonstrated based on a flowchart. First, a process performed by the connection control device 1 when the customer terminals 3, 3. FIG. 11 and FIG. 12 are flowcharts showing the procedure of the processing when the customer terminals 3, 3. The following processing is executed by the control unit 10 according to various control programs stored in the ROM 11 or the HDD 13 of the connection control device 1.

  When receiving an incoming call from the customer terminal 3 to the call center (S61), the control unit 10 of the connection control device 1 determines whether customer information is already registered in the waiting information table 13b (S62). If it is determined that the customer information has already been registered (S62: YES), the control unit 10 determines whether the customer information of the telephone number (caller number) of the incoming customer terminal 3 is registered. (S63). When it is determined that the customer information of the customer terminal 3 is registered in the waiting information table 13b (S63: YES), the control unit 10 stops the timer process for the customer terminal 3 (S64), and the waiting information table 13b The registered customer information status information of the customer terminal 3 is updated to “connected” (S65).

  The control unit 10 calculates the waiting time until connection to the operator terminal 2 based on the customer information registered in the waiting information table 13b with the incoming number before the incoming number of the customer information of the customer terminal 3. (S66). The control part 10 produces | generates the guidance for notifying waiting time, and outputs it to the customer terminal 3 which received the call (S67). The control unit 10 performs a hold process until the customer terminal 3 is connected to the operator terminal 2 (S68), and ends the process.

  When it is determined in step S62 that the customer information is not yet registered in the waiting information table 13b (S62: NO), or in step S63, the customer information of the incoming customer terminal 3 is registered in the waiting information table 13b. If it is determined that it is not present (S63: NO), the control unit 10 determines whether or not there is an empty operator terminal 2 based on the operator terminal information table 13a (S69). If it is determined that there is a vacant operator terminal 2 (S69: YES), the control unit 10 connects the customer terminal 3 that has been received in step S61 to the vacant operator terminal 2 (S70), and performs processing. finish.

  When determining that there is no empty operator terminal 2 (S69: NO), the control unit 10 assigns an incoming call number indicating the order of arrival to the call center to the incoming customer terminal 3 (S71). . Based on the customer information registered in the waiting information table 13b, the control unit 10 calculates a waiting time until the operator terminal 2 is connected (S72).

  The control unit 10 notifies the waiting time, generates guidance for prompting an instruction as to whether or not to use the system in the call center, and outputs the guidance to the incoming customer terminal 3 (S73). The hold process is performed until the operator terminal 2 is connected (S74). The control unit 10 uses the present system by the user of the customer terminal 3 based on whether or not the response from the customer terminal 3, specifically, the signal corresponding to the “0” key is received from the customer terminal 3. Whether or not (S75).

  If it is determined that this system is to be used (S75: YES), the control unit 10 registers the customer information in the waiting information table 13b (S76) and ends the process. Specifically, the control unit 10 determines the incoming call number assigned in step S71, the telephone number (caller number) of the customer terminal 3, the status information “connected”, and the remaining valid time that is a predetermined time. Are registered in association with each other. When it is determined that the system is not used (S75: NO), the control unit 10 skips the process of step S76 and ends the process.

  Next, the process performed by the connection control device 1 when the customer terminals 3, 3,... That are suspended from the operator terminal 2 disconnect from the call center will be described. FIG. 13 is a flowchart showing a processing procedure when the customer terminals 3, 3... Are disconnected. The following processing is executed by the control unit 10 according to various control programs stored in the ROM 11 or the HDD 13 of the connection control device 1.

  The control unit 10 of the connection control device 1 disconnects the connection with the connection control device 1 when the customer terminal 3 whose connection with the operator terminal 2 is suspended disconnects the connection with the connection control device 1 (S81). It is determined whether the customer information of the customer terminal 3 is registered in the waiting information table 13b (S82). When it is determined that it is registered in the waiting information table 13b (S82: YES), the control unit 10 updates the status information of the customer information of the customer terminal 3 registered in the waiting information table 13b to “not connected”. (S83). The control unit 10 starts a timer process for the customer terminal 3 (S84) and ends the process. When it is determined that the information is not registered in the waiting information table 13b (S82: NO), the control unit 10 skips the processes of steps S83 and S84 and ends the process.

  Next, a process performed by the connection control device 1 when any one of the operator terminals 2 becomes empty will be described. FIG. 14 is a flowchart showing a processing procedure when the operator terminals 2, 2. The following processing is executed by the control unit 10 according to various control programs stored in the ROM 11 or the HDD 13 of the connection control device 1.

  When the control unit 10 of the connection control device 1 detects an empty operator terminal 2 based on the registration information in the operator terminal information table 13a (S91), whether or not customer information is registered in the waiting information table 13b. Is determined (S92). When it is determined that customer information is registered in the waiting information table 13b (S92: YES), the control unit 10 reads out the first customer information in the waiting information table 13b (S93), and the status information of the read customer information is It is determined whether or not “connected” (S94).

  When it is determined that the state information of the first customer information is “connected” (S94: YES), the control unit 10 changes the customer terminal 3 of this customer information to the operator terminal 2 that has detected the vacant state in step S91. Connect (S95). The control unit 10 deletes the customer information of the customer terminal 3 from the waiting information table 13b (S96), and ends the process.

  If it is determined in step S94 that the status information of the first customer information is not “connected” (S94: NO), the control unit 10 determines whether or not all customer information has been read from the waiting information table 13b ( S97). When it is determined that all the customer information has not been read (S97: NO), the control unit 10 reads the customer information of the next incoming call number from the waiting information table 13b (S98). The control unit 10 returns the process to step S94, and repeats the processes of steps S94 to S97 for the read customer information.

  If it is determined that all customer information has been read (S97: YES), the control unit 10 ends the process. If it is determined in step S92 that customer information is not registered in the waiting information table 13b (S92: NO), the control unit 10 skips steps S93 to S98 and ends the processing.

  As described above, also in the connection control device 1 of the second embodiment, the customer terminals 3, 3... Once connected to the call center and the customer information registered in the waiting information table 13b are in the order of arrival at this time. The waiting order can be secured. Accordingly, since the customer terminals 3, 3... Can be disconnected from the call center, the waiting time for each user to wait while connected to the call center before the customer terminals 3, 3. Can be shortened.

  Also in the call center system according to the second embodiment described above, the modification described in the first embodiment can be applied.

(Embodiment 3)
Below, the connection control apparatus which concerns on this invention is explained in full detail based on drawing which shows the Embodiment 3. FIG. Note that the call center system of the third embodiment is realized by the same configuration as the configuration of the call center system of the first embodiment described above, and the same components are denoted by the same reference numerals and description thereof is omitted.

  In the connection control device 1 according to the third embodiment, the HDD 13 includes the operator terminal information table 13a shown in FIG. 3A, the waiting information table 13b as shown in FIG. 15A, and as shown in FIG. 15B. The overflow information table 13c is stored. FIG. 15 is a schematic diagram showing the registered contents of the tables 13b and 13c of the third embodiment. In the waiting information table 13b of the third embodiment, as shown in FIG. 15 (a), for each customer terminal 3, 3... Of the caller (customer) that sent to the call center, each customer terminal 3, 3. Customer including incoming number (connection order) indicating the order of incoming (incoming call), reception ID (IDentifier) and password (identification information) assigned when each customer terminal 3, 3. Information is registered.

  That is, in the waiting information table 13b of the third embodiment, the reception ID and password assigned by the connection control device 1 are registered instead of the caller number registered in the waiting information table 13b of the first embodiment. . In the waiting information table 13b of the third embodiment, when the control unit 10 receives an incoming call from the customer terminal 3, there is no empty operator terminal 2 and the connection state with the customer terminal 3 is suspended. Customer information is registered by the control unit 10.

  When registering customer information in the waiting information table 13b, the control unit (assignment means) 10 assigns incoming numbers, reception IDs, and passwords indicating the order in which the customer terminals 3, 3,. Since the reception ID and the password are information for identifying each of the customer terminals 3, 3,..., Any information may be used as long as the customer terminals 3, 3,.

  As shown in FIG. 15 (b), the overflow information table 13c includes an incoming number (connection order) indicating the incoming order of each customer terminal 3, 3 ... for each customer terminal 3, 3 ... of the caller (customer), Customer information including a reception ID (IDentifier) and a password (identification information), status information, remaining valid time, etc. assigned when each customer terminal 3, 3,. That is, in the overflow information table 13c of the third embodiment, the reception ID and password assigned by the connection control device 1 are registered instead of the caller number registered in the overflow information table 13c of the first embodiment. .

  Also in the overflow information table 13c of the third embodiment, any one of the operator terminals 2 becomes empty, and the control unit 10 connects the customer terminal 3 in which customer information is registered at the head of the waiting information table 13b to the operator terminal 2. In the case where the customer terminal 3 is in a disconnected state, the customer information of the customer terminal 3 is read from the waiting information table 13b and registered by the control unit 10.

  Hereinafter, in the connection control device 1 of the third embodiment having the above-described configuration, functions realized by the control unit 10 executing a control program stored in the ROM 11 or the HDD 13 will be described. In addition, the connection control apparatus 1 of this Embodiment 3 implement | achieves the function similar to the connection control apparatus 1 of Embodiment 1 shown in FIG. In the third embodiment, the operator terminal monitoring unit 10b, the incoming call reception unit 10c, the connection processing unit 10d, and the hold processing unit 10e perform the same processing as that described in the first embodiment.

  When the caller ID is notified from the incoming call reception unit 10c, the control processing unit 10a generates a guidance for confirming whether the reception ID and the password are already assigned, and receives the incoming call reception unit to the customer terminal 3 that has received the incoming call. 10c is output. Specifically, for example, a message such as “If you are connected to this call center for the first time, please press 1. If you already have a reception ID and password, please press the reception ID and password.” Output to the customer terminal 3.

  In response to this guidance, the user of the customer terminal 3 presses 1 when connecting to the call center for the first time, and presses (inputs) the reception ID and password when the reception ID and password are already assigned.

  When the user of the customer terminal 3 presses 1, that is, when a signal corresponding to the “1” key is received from the customer terminal 3 via the incoming call reception unit 10c, the control processing unit 10a may send the waiting information table 13b or overflow. It is determined whether or not customer information is already registered in the information table 13c.

  When the customer information is not yet registered in both the waiting information table 13b and the overflow information table 13c, the control processing unit (detecting means) 10a determines whether the operator terminal 2 is in an empty state based on the registered contents of the operator terminal information table 13a. It is determined (detected) whether or not (a communication device capable of responding) exists. When there is an empty operator terminal 2, the control processing unit 10a instructs the connection processing unit 10d to connect the incoming customer terminal 3 to the empty operator terminal 2.

  When there is no vacant operator terminal 2 or when customer information is registered in either the waiting information table 13b or the overflow information table 13c, the control processing unit 10a displays the customer information of the customer terminal 3 that has received the call. Register in the waiting information table 13b. Specifically, the control processing unit 10a assigns an incoming call number, a reception ID, and a password indicating the order of arrival to the call center to the customer terminal 3 that has received the call. The control processing unit 10a holds the assigned incoming call number and reception ID, and assigns the next incoming call number and reception ID by adding 1 to the held incoming call number and reception ID. . The control processing unit 10a may generate an appropriate password based on the assigned incoming call number or reception ID.

  The control processing unit 10a calculates (predicts) a waiting time until the incoming customer terminal 3 is connected to the operator terminal 2. The control processing unit 10a notifies the hold processing unit 10e of the calculated waiting time, the assigned reception ID and password, and the caller number of the incoming customer terminal 3, and executes the hold process for the customer terminal 3. Instruct.

  The hold processing unit 10e generates guidance and outputs it to the customer terminal 3 in accordance with an instruction from the control processing unit 10a. The guidance here is guidance for notifying the waiting time and the reception ID and password for using the system in this call center, and prompting an instruction as to whether or not to use this system. Specifically, for example, “Now the phone is crowded. You can connect in about 60 minutes. To hang up and wait, press 0, hang up, Please try again in 60 minutes, and you will need to enter your reception ID and password.Your reception ID is 0001 and your password is 1111. "

  Thereby, the user of customer terminal 3 can grasp that he is in a waiting state and waiting time. In addition, when the user of the customer terminal 3 wants to interrupt the connection with the call center, he / she can cancel the unnecessary waiting time until the user terminal 3 is connected by pressing 0 to hang up the phone.

  The hold processing unit 10e performs hold processing until the customer terminal 3 is connected to the operator terminal 2, and continues the connection with the customer terminal 3. When the user of the customer terminal 3 presses 0, for example, the hold processing unit 10e notifies the control processing unit 10a to that effect. The control processing unit 10a registers the incoming call number, reception ID, and password assigned to the customer terminal 3 in association with the status information “connected” in the waiting information table 13b. Thereby, the user of this customer terminal 3 can ensure the waiting order until it is connected to the operator terminal 2.

  Note that the waiting time until each customer terminal 3 is connected to the operator terminal 2 is the customer information registered in the waiting information table 13b and the overflow information table 13c with the incoming number before the incoming number of each customer terminal 3. Is calculated based on

  On the other hand, when the user of the customer terminal 3 presses the reception ID and password, that is, when the reception ID and password are received from the customer terminal 3 via the incoming reception unit 10c, the control processing unit 10a receives the received reception ID and password. It is determined whether or not the password is registered in either the waiting information table 13b or the overflow information table 13c. When it is determined that the received reception ID and password are registered in either the waiting information table 13b or the overflow information table 13c, the control processing unit 10a determines whether the waiting information table 13b or the overflow information corresponds to the reception ID and password. The status information registered in the table 13c is changed to “connected”.

  In addition, the control processing unit 10a calculates a waiting time until connection to the operator terminal 2 at this time, and the hold processing unit 10e displays the calculated waiting time and the caller number of the incoming customer terminal 3 And instruct the customer terminal 3 to execute the hold process. The hold processing unit 10e generates guidance for notifying the waiting time in accordance with an instruction from the control processing unit 10a, and outputs the guidance to the customer terminal 3 having the caller number notified from the control processing unit 10a. Thereby, the user of customer terminal 3 can grasp that he is still in a waiting state and the waiting time from this point.

  The hold processing unit 10e performs hold processing until the customer terminal 3 is connected to the operator terminal 2, and continues the connection with the customer terminal 3. The waiting time can be calculated based on the number of customer terminals 3, 3... With an incoming number earlier than the incoming number of the customer terminal 3 with this caller number.

  When the reception ID and password notified from the incoming reception unit 10c are registered in the overflow information table 13c, the control processing unit 10a stops the timer process corresponding to the reception ID and password. Thereby, it is possible to prevent the customer information from being overwritten and deleted from the information table 13c due to the elapse of the remaining effective time even though each of the customer terminals 3, 3... Is connected to the call center.

  When the reception ID and password notified from the incoming call reception unit 10c are not registered in either the waiting information table 13b or the overflow information table 13c, the control unit 10 is configured when the user of the customer terminal 3 presses 1. The same processing is performed.

  Through the processing described above, the connection control device 1 according to the third embodiment uses the reception ID and the password as information for identifying each customer terminal 3, 3. As a result, even if the user of the customer terminal 3 that has been connected to the call center once disconnects from the call center and receives another call from the different customer terminal 3 to the call center, the first arrival order is ensured. be able to.

  If the control processing unit 10a is notified by the hold processing unit 10e that the customer terminal 3 on hold has disconnected from the call center, the status information of the customer information of the customer terminal 3 is updated to “not connected”. To do. Further, when the customer information of the customer terminal 3 overflows and is registered in the information table 13c, the control processing unit 10a starts a timer process for the customer terminal 3. Note that the processing performed by the connection control device 1 when the customer terminals 3, 3... That are suspended from connection with the operator terminal 2 disconnect from the call center is the same as the processing described in the first embodiment. Description is omitted.

  Further, as described above, the control processing unit 10a regularly monitors the waiting information table 13b in which customer information is sequentially registered, and deletes the registered customer information as appropriate. Note that the registration information deletion process of the waiting information table 13b is the same as the registration information deletion process of the overflow information table 13c described in the first embodiment, and a description thereof will be omitted.

  Further, when the control processing unit 10a detects the empty operator terminal 2 based on the registration information in the operator terminal information table 13a, the control processing unit 10a connects the detected operator terminal 2 to the customer terminal 3 currently on hold. In addition, since the process connected to the customer terminal 3 on hold when the operator terminal 2 becomes an empty state is the same as the process described in the first embodiment, the description thereof is omitted. In the process of connecting to the customer terminal 3 that is on hold when the operator terminal 2 becomes empty, the reception ID and password are used to identify each customer terminal 3, 3,.

  In the following, in the connection control device 1 of the third embodiment described above, processing performed when the customer terminals 3, 3... 16 and 17 are flowcharts showing the procedure of the process when the customer terminals 3, 3. The following processing is executed by the control unit 10 according to various control programs stored in the ROM 11 or the HDD 13 of the connection control device 1.

  When the control unit 10 of the connection control apparatus 1 receives an incoming call from the customer terminal 3 to the call center (S101), if a reception ID and password are already assigned, guidance for prompting the input of the reception ID and password Is output to the customer terminal 3 that has received the call (S102). The control unit 10 determines whether or not a reception ID and password have been received from the customer terminal 3 (S103). If it is determined that the reception ID and password have been received (S103: YES), the received reception ID and password are registered in the waiting information table 13b. It is determined whether or not (S104).

  When it is determined that the received reception ID and password are registered in the wait information table 13b (S104: YES), the control unit 10 stores the status information of the customer information of the customer terminal 3 registered in the wait information table 13b. Is updated to “connected” (S105). The control unit 10 is connected to the operator terminal 2 based on the customer information registered in the waiting information table 13b and the overflow information table 13c with the incoming call number earlier than the incoming call number of the customer information of the customer terminal 3. Is calculated (S106). The control unit 10 generates guidance for notifying the waiting time, outputs the guidance to the incoming customer terminal 3 (S107), and performs a hold process until the customer terminal 3 is connected to the operator terminal 2 (S108). The process ends.

  When it is determined that the received reception ID and password are not registered in the waiting information table 13b (S104: NO), the control unit 10 determines whether or not the received reception ID and password are registered in the overflow information table 13c. Judgment is made (S109). When it is determined that the received reception ID and password are registered in the overflow information table 13c (S109: YES), the control unit 10 stops the timer process for the customer terminal 3 (S110). Further, the control unit 10 updates the status information of the customer information of the customer terminal 3 registered in the overflow information table 13c to “connected” (S111).

  The control unit 10 calculates the waiting time until connection to the operator terminal 2 based on the customer information registered in the overflow information table 13c with the incoming number before the incoming number of the customer information of the customer terminal 3. (S112). The control unit 10 generates guidance for notifying the waiting time, outputs the guidance to the incoming customer terminal 3 (S107), and performs a hold process until the customer terminal 3 is connected to the operator terminal 2 (S108). The process ends.

  When it is determined in step S103 that the reception ID and password are not received from the customer terminal 3 (S103: NO), or when it is determined that the reception ID and password received in step S109 are not registered in the overflow information table 13c (S109: NO), the control part 10 transfers a process to step S113.

  The control unit 10 determines whether customer information is already registered in the waiting information table 13b or the overflow information table 13c (S113). When it is determined that the customer information is not yet registered in the waiting information table 13b and the overflow information table 13c (S113: NO), the control unit 10 has an empty operator terminal 2 based on the operator terminal information table 13a. Whether or not (S114).

  If it is determined that there is a vacant operator terminal 2 (S114: YES), the control unit 10 connects the customer terminal 3 that has received the call in step S101 to this vacant operator terminal 2 (S115), and performs processing. finish.

  When it is determined that there is no vacant operator terminal 2 (S114: NO), or when it is determined in step S113 that customer information has already been registered in the waiting information table 13b or the overflow information table 13c (S113: YES) Then, the control unit 10 assigns an incoming call number, reception ID, and password indicating the order of arrival to the call center to the incoming customer terminal 3 (S116).

  Based on the customer information registered in the waiting information table 13b and the overflow information table 13c, the control unit 10 calculates the waiting time until the operator terminal 2 is connected (S117). The control unit 10 notifies the waiting time, generates guidance for prompting an instruction as to whether or not to use the system in the call center, and outputs the guidance to the customer terminal 3 that has received the call (S118). The hold process is performed until the operator terminal 2 is connected (S119). The control unit 10 uses the present system by the user of the customer terminal 3 based on whether or not the response from the customer terminal 3, specifically, the signal corresponding to the “0” key is received from the customer terminal 3. Whether or not (S120).

  If it is determined that this system is to be used (S120: YES), the control unit 10 registers the customer information in the waiting information table 13b (S121), and ends the process. Specifically, the control unit 10 registers the incoming call number, reception ID, and password assigned in step S116 in association with the status information “connected”. If the control unit 10 determines not to use the system (S120: NO), the control unit 10 skips the process of step S121 and ends the process.

  As described above, the connection control device 1 according to the third embodiment identifies each user of the customer terminals 3, 3... By the reception ID and password assigned when connecting to the call center for the first time. Therefore, when the customer is connected to the call center once and customer information is registered in the waiting information table 13b, when the call arrives again from the different customer terminals 3, 3,..., That is, the customer terminals 3, 3. Even if the incoming call is received from the mobile phone, the first incoming order can be secured. Accordingly, it is possible to reduce the waiting time that each user of the customer terminals 3, 3... Waits in a state of being connected to the connection control device 1 before being connected to the operator terminal 2.

  Although the third embodiment described above has been described as a modification of the call center system of the first embodiment, it is needless to say that the third embodiment can also be applied to the call center system of the second embodiment. That is, the above-described third embodiment can be configured not to include the overflow information table 13c. Note that the modification described in the first embodiment can be applied to the call center system of the third embodiment described above.

  The following additional notes are disclosed with respect to the first to third embodiments described above.

(Appendix 1)
A connection means connected to the external device that has transmitted the connection request;
Detecting means for detecting a communication device capable of responding from a plurality of communication devices;
Connection control means for connecting an external device connected to the connection means to the communication device detected by the detection means;
When an external device is connected to the connection means and the detection means cannot detect a communication device that can respond, the identification information of the external device, the connection order connected to the connection means, and the external device are Storage means for associating and storing connection information indicating whether or not the connection means is connected;
When the connection unit terminates the connection with the connected external device, the update unit updates the connection information of the external device stored in the storage unit to connection information indicating that the connection unit is not connected;
When the detection unit detects a communication device that can respond, the connection order stored in the storage unit is the external device, and the external device indicating that the connection information is being connected to the connection unit is specified. Specific means to
The connection control unit is configured to connect the external device specified by the specifying unit to a communication device capable of responding detected by the detection unit.

(Appendix 2)
Means for determining whether or not identification information of the external device is stored in the storage means when an external device is connected to the connection means;
When it is determined that the identification information of the external device is not stored in the storage unit, the allocation unit allocates identification information to the external device, and
The connection control device according to appendix 1, wherein the storage unit is configured to store identification information allocated to the external device by the allocation unit.

(Appendix 3)
Means for determining whether or not identification information of the external device is stored in the storage means when an external device is connected to the connection means;
If it is determined that the identification information of the external device is not stored in the storage means, the connection information is being connected to the connection means among the external devices whose identification information is stored in the storage means. Based on the number of external devices indicated and the number of external devices indicating that the connection information is not being connected to the connection means, the external device connected to the connection means is connected to any one of the communication devices. Means for calculating the time required;
When it is determined that the identification information of the external device is stored in the storage unit, the external device in which the identification information is stored in the storage unit in a connection order prior to the connection order of the external device An external device connected to the connection means based on the number of external devices indicating that the connection information is connected to the connection means and the number of external devices indicating that the connection information is not connected to the connection means Means for calculating a time required to connect a device to any of the communication devices;
The connection control apparatus according to appendix 1 or 2, further comprising means for notifying the calculated time to an external apparatus connected to the connection means.

(Appendix 4)
Any one of Supplementary notes 1 to 3, further comprising means for deleting the connection order, the identification information, and the connection information stored in the storage means after a predetermined time has passed since the storage means was stored. The connection control device described in 1.

(Appendix 5)
When the connection order, identification information, and connection information are stored in the storage unit, the connection information is connected to the connection unit among the external devices in which the identification information is stored in the storage unit The connection control device according to appendix 4, further comprising means for calculating the predetermined time based on the number of external devices and the number of external devices indicating that the connection information is not connected to the connection means. .

(Appendix 6)
When the communication means capable of responding is detected by the detection means, the connection order, identification information and connection information stored in the storage means are stored in the external device indicating that the connection information is being connected to the connection means. Means for sequentially reading according to the connection order until the connection order, identification information and connection information are read;
Standby information storage means for sequentially storing the connection order, identification information, and connection information of an external device, which is read from the storage means and indicates that the connection information is not connected to the connection means;
A deletion means for deleting the connection order, identification information and connection information stored in the standby information storage means from the storage means,
The specifying means specifies an external apparatus whose connection order stored in the storage means deleted by the deleting means is the previous external apparatus, and indicating that the connection information is being connected to the connecting means. The connection control device according to appendix 1 or 2, wherein the connection control device is configured as follows.

(Appendix 7)
Means for determining whether or not identification information of the external device is stored in the storage means or the standby information storage means when an external device is connected to the connection means;
When it is determined that the identification information of the external device is not stored in the storage unit or the standby information storage unit, the number of external devices in which the identification information is stored in the storage unit, and the standby information storage unit Means for calculating the time required to connect an external device connected to the connection means to any of the communication devices based on the number of external devices in which information is stored;
When it is determined that the identification information of the external device is stored in the storage unit or the standby information storage unit, the identification information is stored in the storage unit in a connection order prior to the connection order of the external device. Based on the number of external devices and the number of external devices whose identification information is stored in the standby information storage means in a connection order prior to the connection order of the external devices, the external devices connected to the connection means Means for calculating the time required to connect to any of the communication devices;
The connection control device according to appendix 6, further comprising means for notifying the calculated time to an external device connected to the connection means.

(Appendix 8)
Supplementary note 6 or 7 further comprising means for deleting the connection order, identification information and connection information stored in the standby information storage means after a predetermined time has elapsed since they were stored in the standby information storage means. The connection control device described in 1.

(Appendix 9)
Means for determining whether or not identification information of the external device is stored in the storage means when the connection means is connected to an external device;
When it is determined that the identification information is stored in the storage unit, the connection information of the external device stored in the storage unit is updated to connection information indicating that the connection is being established,
The specifying unit specifies an external device whose connection order stored in the storage unit is a previous external device, and whose connection information stored in the storage unit is connection information indicating that the connection is in progress. The connection control device according to any one of appendices 1 to 8, wherein the connection control device is configured as follows.

(Appendix 10)
In a computer program for causing a computer to connect an external device that has transmitted a connection request to a communication device capable of responding,
On the computer,
Detecting a communication device capable of responding from a plurality of communication devices when acquiring a connection request from an external device; and
If a communication device capable of responding cannot be detected, the step of holding the identification information of the external device, the connection request acquisition order, and the connection information indicating whether or not the external device is connected, and
When the connection with the external device is terminated, updating the held connection information of the external device to connection information indicating that the connection is not being established; and
When a communication device capable of responding is detected, the external device whose acquisition order is the previous device, and identifying the external device indicating that the connection information is being connected;
And connecting the identified external device to the detected communication device capable of responding.

1 is a schematic diagram illustrating a configuration of a call center system according to Embodiment 1. FIG. It is a block diagram which shows the structure of a connection control apparatus. It is a schematic diagram which shows the registration content of each table. It is a functional block diagram which shows the function of a connection control apparatus. It is a flowchart which shows the procedure of the process at the time of the incoming call of a customer terminal. It is a flowchart which shows the procedure of the process at the time of the incoming call of a customer terminal. It is a flowchart which shows the procedure of the process at the time of the cutting | disconnection of a customer terminal. It is a flowchart which shows the procedure of the deletion process of the registration information of an overflow information table. It is a flowchart which shows the procedure of a process when an operator terminal will be in an empty state. It is a flowchart which shows the procedure of a process when an operator terminal will be in an empty state. It is a flowchart which shows the procedure of the process at the time of the incoming call of a customer terminal. It is a flowchart which shows the procedure of the process at the time of the incoming call of a customer terminal. It is a flowchart which shows the procedure of the process at the time of the cutting | disconnection of a customer terminal. It is a flowchart which shows the procedure of a process when an operator terminal will be in an empty state. It is a schematic diagram which shows the registration content of each table of Embodiment 3. It is a flowchart which shows the procedure of the process at the time of the incoming call of a customer terminal. It is a flowchart which shows the procedure of the process at the time of the incoming call of a customer terminal.

Explanation of symbols

1 Connection control device 3 Customer terminal (external device)
10 control section 10a control processing section (detection means, update means, identification means, allocation means)
10d Connection processing unit (connection control means)
13b Wait information table (storage means)
13c Overflow information table (standby information storage means)
14 Communication interface (connection means)

Claims (5)

A connection means connected to the external device that has transmitted the connection request;
Detecting means for detecting a communication device capable of responding from a plurality of communication devices;
Connection control means for connecting an external device connected to the connection means to the communication device detected by the detection means;
When an external device is connected to the connection means and the detection means cannot detect a communication device that can respond, the identification information of the external device, the connection order connected to the connection means, and the external device are Storage means for associating and storing connection information indicating whether or not the connection means is connected;
When the connection unit terminates the connection with the connected external device, the update unit updates the connection information of the external device stored in the storage unit to connection information indicating that the connection unit is not connected;
Means for determining whether or not identification information of the external device is stored in the storage means when an external device is connected to the connection means;
When it is determined that the identification information is stored in the storage unit, the connection information of the external device stored in the storage unit is updated to connection information indicating that the connection is being performed, and the external device Of the external devices whose identification information is stored in the storage means in the connection order prior to the connection order, the number of external devices indicating that the connection information is being connected to the connection means, and the connection information is Based on the number of external devices indicating that the connection means is not connected, the time required to connect the external device connected to the connection means to any of the communication devices is calculated and notified to the external device And when it is determined that the identification information is not stored in the storage means, the connection information is being connected to the connection means among the external devices in which the identification information is stored in the storage means. The external device connected to the connection means is connected to any one of the communication devices based on the number of external devices and the number of external devices indicating that the connection information is not connected to the connection means. Means for calculating the time required and notifying the external device ;
If the detection unit detects a communication device that can respond, the connection order stored in the storage unit is a previous external device, and the connection information stored in the storage unit indicates that the connection is being connected A specifying means for specifying an external device as information,
The connection control unit is configured to connect the external device specified by the specifying unit to a communication device capable of responding detected by the detection unit. An assigning means for assigning identification information to the external device when it is determined that the external device is connected to the connection means and the identification information of the external device is not stored in the storage means;
The connection control device according to claim 1, wherein the storage unit is configured to store identification information allocated to the external device by the allocation unit. When the communication means capable of responding is detected by the detection means, the connection order, identification information and connection information stored in the storage means are stored in the external device indicating that the connection information is being connected to the connection means. Means for sequentially reading according to the connection order until the connection order, identification information and connection information are read;
Standby information storage means for sequentially storing the connection order, identification information, and connection information of an external device, which is read from the storage means and indicates that the connection information is not connected to the connection means;
A deletion means for deleting the connection order, identification information and connection information stored in the standby information storage means from the storage means,
The specifying means specifies an external apparatus whose connection order stored in the storage means deleted by the deleting means is the previous external apparatus, and indicating that the connection information is being connected to the connecting means. The connection control device according to claim 1, wherein the connection control device is configured as follows. Means for determining whether or not identification information of the external device is stored in the storage means or the standby information storage means when an external device is connected to the connection means;
When it is determined that the identification information of the external device is not stored in the storage unit or the standby information storage unit, the number of external devices in which the identification information is stored in the storage unit, and the standby information storage unit Means for calculating the time required to connect an external device connected to the connection means to any of the communication devices based on the number of external devices in which information is stored;
When it is determined that the identification information of the external device is stored in the storage unit or the standby information storage unit, the identification information is stored in the storage unit in a connection order prior to the connection order of the external device. Based on the number of external devices and the number of external devices whose identification information is stored in the standby information storage means in a connection order prior to the connection order of the external devices, the external devices connected to the connection means Means for calculating the time required to connect to any of the communication devices;
The connection control device according to claim 3, further comprising: a unit that notifies the calculated time to an external device connected to the connection unit. In a computer program for causing a computer to connect an external device that has transmitted a connection request to a communication device capable of responding,
On the computer,
Detecting a communication device capable of responding from a plurality of communication devices when acquiring a connection request from an external device; and
If a communication device capable of responding cannot be detected, the step of holding the identification information of the external device, the connection request acquisition order, and the connection information indicating whether or not the external device is connected, and
When the connection with the external device is terminated, updating the held connection information of the external device to connection information indicating that the connection is not being established; and
When obtaining a connection request from an external device, determining whether the identification information of the external device is retained; and
When it is determined that the identification information is retained, the retained connection information of the external device is updated to connection information indicating that the connection is being established, and the acquisition order prior to the acquisition order of the external device The external device that has transmitted the connection request based on the number of external devices that indicate that the connection information is currently connected and the number of external devices that indicate that the connection information is not connected. Calculates the time required to connect to one of the communication devices, notifies the external device that sent the connection request, and determines that the identification information is not held, holds the identification information Based on the number of external devices indicating that the connection information is being connected among the external devices and the number of external devices indicating that the connection information is not being connected, the external device that transmitted the connection request is forwarded. A step of calculating the time required to be connected to either the communication apparatus notifies the has been a connection request said external device,
When a communication device capable of responding is detected, the external device whose acquisition order is the previous device, and identifying the external device indicating that the connection information is being connected;
And connecting the identified external device to the detected communication device capable of responding.

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