JPH11175599A - Work transfer supporting system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To efficiently attain the transfer of a work. SOLUTION: A telephone call from a customer 1 is connected with an operator 4. When the operator 4 requests the customer information of a customer data base 6 through a computer terminal, the customer information read from the customer data base 6 is stored in a temporary storage device 7. When a request for the transfer of a work is issued from the operator 4, a work transfer supporting server 8 selects persons in charge who can deal with the request of the customer in a number necessary for the processing of the request of the customer, and transfers the telephone of the customer 1 to each selected person in charge. At that time, when plural persons in charge are selected, (n) person communication to be operated by the customer 1 and the plural persons in charge is set. Each person in charge who receives the transfer of the work processes the request of the customer 1 by reading the customer information from the temporary storage device 7.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a work takeover support system for supporting work takeover of a plurality of workers who work on a network, determining a takeover worker, and taking over information accompanying work takeover. Technology.

[0002]

2. Description of the Related Art As a system in which a plurality of workers work on a network, for example, CTI (Computer T
elephony integration) systems are known.

[0003] As a CTI system, there is a system in which a private telephone and a computer network are integrated, and such a system is applied to, for example, a window service responding to inquiries and requests from customers.

FIG. 14 shows the configuration of a conventional CTI system.

[0005] In the figure, a telephone call made by a customer 130 is sent via a public network 132 to a PBX (Public Branc).
h Exchange) 133 is reached. The telephone call received by the PBX is assigned to any operator 136. The assignment of this operator is ACD (Automatic Call D
istribution) 134 checks the vacant state of each operator's line, connects a telephone call to the vacant operator's line, reads customer information from the customer DB (DataBase) 135, and associates the read customer information with the customer 130. Or by connecting a telephone call to the operator's line.

The operator who has been assigned the telephone call talks with the customer 130 on the telephone at hand and reads the customer 13 read from the customer database 135 to the computer terminal at hand.
An operation of processing the request of the customer 130 is performed with reference to the customer information of No. 0. Then, the customer information of the customer 130 in the customer database 135 is updated with the customer information updated during the work.

By the way, when the contents of the request of the customer 130 are specialized during the operation of the operator, the operator may not be able to process the request of the customer 130. is there. And
In such a case, it is necessary to take over the work to a person who can handle such a request.

In the conventional system, the takeover destination of this work is often determined by the judgment of the operator of the takeover source. On the other hand, there is also known a system that automatically determines a takeover destination of such work. In such a system, the contents of a request specified by an operator of a takeover source and a skill of each person in advance stored in a database. Then, a candidate of a person in charge who can process the request is extracted, and from the extracted candidates, one person who has a free line is automatically determined as a work takeover destination.

[0009]

In each of the conventional systems, the following procedure is performed in order for the operator taking over the task to perform the task taken over while utilizing information obtained from the customer. There is a need.

That is, the takeover source operator writes the information obtained from the customer in the customer information read out on the computer terminal at hand of the operator. Then, from the terminal at hand of the operator, the customer information is stored in the customer database 135.
, And takes over the work to the person in charge of the takeover. The person in charge of the takeover reads out the customer information written in the customer database 135 to the computer terminal at hand, and refers to this information so that the operator at the takeover source can read the customer information. Obtain information obtained from

However, according to such a procedure, at a stage where the processing of the customer's request is not completed, access to the customer database 135 occurs at least twice, so that in a large-scale system or the like, The load on the database 135 may be excessive. Even temporarily, it is not desirable from the viewpoint of information management to write incomplete customer information in a stage where the processing of the customer's request is not completed in the customer database 135 requiring high reliability.

Further, the handling of information that is temporarily generated and does not need to be finally written as customer information in the customer database 135, such as information necessary only for handover from the takeover source to the takeover destination, is described below. Either problem arises. That is, if such information is held in the customer database 135 as a part of the customer information, efficient use of the customer database 135 is hindered. On the other hand, if such information is not stored as a part of the customer information in the customer database 135, the transfer of this information needs to be performed by another path independent of the customer information. Collectively,
This information and customer information cannot be obtained, and this is expected to be a factor that hinders smooth transfer of work.

Further, in the conventional system, the work is taken over by one person at all times. However, this has the following problems.

That is, in the case where a single person in charge cannot perform the processing because the customer's request covers a plurality of specialized fields, in the conventional system, a plurality of persons sequentially take over the processing and perform the processing. I have to do it. However, such a frequent occurrence of handovers may hinder efficient processing of customer requests, and is extremely unpleasant for customers. In addition, there is a case where a customer's request cannot be processed unless a plurality of persons respond simultaneously.

The present invention has been made in consideration of the above problems, and has as its object to provide a work takeover support system capable of taking over work more efficiently.

Specifically, there is provided a work takeover support system capable of taking over information that needs to be taken over at the time of work takeover without increasing the load on the customer database without hindering smooth work takeover. The first task is to provide a work takeover support system that allows a plurality of workers to simultaneously take over work from an operator, thereby simultaneously processing customer requests. This is the second issue.

[0017]

In order to achieve the first object, the present invention provides, for example, a storage unit and a request for reading requester information issued by the terminal device. If the requester information is not stored in the storage means, the requester information is read from the requester information database and stored in the storage means, and a request for reading the requester information stored in the storage means is issued. If the requester information requested by the received read request is stored in the storage unit, the requester information stored in the storage unit is transmitted to the requested terminal device. Means for transmitting to the issuing terminal device, means for reflecting the change of the requester information made on the terminal device to the requester information stored in the storage means, and Means for receiving a storage request for the executed requester information, reading the requester information requested by the received storage request from the storage means, and storing the read requester information in a requester information database.

According to such a temporary storage device, even if the work is taken over in the middle, the requester on the temporary storage device can be stored in the temporary storage device without temporarily storing the information in the client information database until the work is completed. Information can be used to transfer information. In addition, since only the requester information of the requester who is performing the work at that time is registered in the temporary storage device, the burden of the temporary storage device is reduced without providing the temporary storage device. The burden on the requester information database when directly using the stored requester information database is small.

Further, in order to achieve the second object, the present invention uses an information table storing the skills of each worker who uses each telephone, and a telephone connected to the telephone of the requester. When a work takeover request and work target information are received from the terminal device used by the worker, a worker having skills to cover the work target indicated by the received work target information is selected with reference to the information table. Takeover destination selection means, and connection control means for controlling the local telephone network to connect the telephone used by the worker selected by the takeover destination selection means and the customer's telephone, and the takeover destination selection means Referring to the information table, if the work target cannot be covered by the skill of a single worker, a plurality of workers and workers sufficient to cover the work target are selected, and the connection control means includes Works selected by When there are a plurality of contractors, the private telephone network is controlled so that the plurality of telephones used by the plurality of workers and the telephone number of the requester are simultaneously n (where n is an integer of 3 or more). Provided is a work takeover support device that is connected in the form of a call.

According to such a work takeover support device, at the time of work takeover, an n-person call is set between a plurality of workers selected from the information table of the worker according to the skill of the worker and the client. The work can be automatically taken over by a plurality of workers suitable for the contents of the work.

[0021]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, an embodiment of a CTI system to which a work takeover support system according to the present invention is applied will be described.

First, FIG. 1 shows the concept of the configuration of a CTI system according to the present embodiment.

In the figure, reference numeral 1000 denotes a CTI system.

Such a CTI system 1000 is used for a customer-facing system such as a telephone shopping, a product sales system via the WWW (World Wide Web), and a customer consultation system.

Now, in this CTI system, a telephone call from the customer 1 is first connected to the operator 4 in the front yard as in the prior art. The operator 4 requests the customer information of the customer 1 in the customer database 6 in order to respond to the request of the customer 1 by telephone, and upon receiving the request, the data temporary storage device 7 shown as ProxyDB in each drawing is The customer information is read from the customer database 6 and stored, and the customer information is sent to the terminal of the operator 4.

The operator 4 refers to the customer information read to the terminal at hand, changes the customer information as necessary, and inputs the work information, which is temporary information for work or work takeover, to the terminal. While responding to customers. Thereafter, when the processing of the customer's request is completed, the operator 4 disconnects the telephone and requests storage of the customer information changed on the terminal in the customer database. On the other hand, the temporary storage device 7 receives the changes made to the customer information and the contents of the work information on the terminal, and reflects the changes in the customer information and the work information on the temporary storage device 7. When storage is requested, the customer information on the temporary storage device 7 is sent to the customer database 6 for storage, and the customer information and work information on the temporary storage device 7 are cleared.

On the other hand, when handing over the work from the operator 4 to a specialized staff member 9 belonging to the backyard, the operator 4 takes over the staff member 9 as the handover destination of the work.
Request along with the content of the customer's request. Upon receiving this request, the work takeover support server 8 assigns a person who can respond to the customer's request to the customer's request according to the skills of each person and the call status of each person, which are stored in advance. The number of persons required for the processing is selected, and the telephone of the customer 1 is transferred to each selected person in charge. At this time, when a plurality of persons are selected, an n-party call between the customer 1 and the plurality of persons is set. For example, when two persons are selected, a three-way call between the customer 1 and the two persons is set.

On the other hand, each person who has taken over the work reads out the customer information and the work information of the customer 1 from the temporary storage device 7 to the terminal at hand, and changes the customer information and the work information as necessary. While the customer 1 is being answered by telephone on a one-to-one or n-party basis, the request of the customer 1 is processed. After that, each representative will complete the processing of the customer's request,
Disconnect the telephone and request that the customer information changed on the terminal be stored in the customer database. Upon receiving this request, the temporary storage device 7 sends the customer information on the temporary storage device 7 to the customer database 6 and stores it therein.
Clear work information.

Hereinafter, details of the CTI system according to the present embodiment which enables such an operation will be described.

FIG. 2 shows the configuration of the CTI system.

In the figure, reference numeral 1000 denotes a CTI system.

As shown in the figure, for convenience, the CTI system includes a facility for receiving communication from a customer and a front yard, a front yard, which are facilities used by an operator who first responds to the received customer. It can be divided into a backyard, which is a facility used by a person taking over the work from the yard operator, and a utility part including a database used by both the operator and the person in charge.

The front yard is a facility for receiving communication from a customer, such as a PBX 24 for receiving a telephone call, an Internet telephony server 26 for receiving an Internet telephone call from a customer via the Internet, and transmission from a customer via the Internet on a homepage. The Web server 27 that receives the request is provided. Also, a computer terminal 28b and a telephone 28a used by each operator are provided.
And a CTI server 25 for managing the call status and enrollment status of each operator and staff.

The utility section includes a customer database 6 storing customer information, a temporary storage device 7 for temporarily storing customer information and work information, and a work transfer support server 8 for supporting transfer of work from an operator to a person in charge. Consists of

The backyard is composed of a computer terminal 28b used by each person in charge and a set 28 of telephones 28a.

In the above configuration, each telephone 28a and PBX 24
Are connected by telephone lines to form a private telephone network. In addition, each computer terminal, customer database 6,
Temporary storage device 7, work takeover support server 8, CTI server 2
5. The Web server 27 is interconnected by a LAN to form a network system. Also, CTI server 25
And the PBX 24 are connected. The Internet telephony server 26 is connected to the PBX 24.

The PBX 24 exchanges the telephone line of the telephone 2 of the customer 1 and the telephone line with the Internet telephony server 26 set on the telephone network 22 with a telephone 28a. The Internet telephony server 26 relays an Internet telephone line with the Internet telephone 21 of the customer 1 set via the Internet 23 to a telephone line with the PBX 24. CTI server 25 connects to PBX 24
It controls the PBX 24 and manages the availability of the telephone line of each telephone 28a. Further, it manages the enrollment status of each operator and the person in charge according to the notification from each operator and the person in charge sent via each computer terminal 28b. Web server 27, We
b The access from the terminal 3 of the customer 1 via the Internet 23 and the access from each computer terminal 28b via the LAN to the information on the server 27 are accepted.

Hereinafter, details of each unit of such a CTI system will be described.

First, the PBX 24 will be described.

When the PBX 24 receives a telephone call from the customer 1 through the telephone network 22 or the Internet telephony server 26, the PBX 24 converts the telephone call into a telephone 28a of any operator.
A call signal is sent to the telephone 28a, and when there is a receiving instruction from the computer terminal 28b set with the telephone 28a, the customer 1
Is connected to telephone 28a. Which operator's telephone 28a is to be connected to the telephone call is determined by selecting an available telephone line from the telephones 28a in each front yard using the ACD function of the PBX 24. Alternatively, the CTI server requests the CTI server to determine the connection destination, and the CTI server 26 that receives the request determines the telephone line of each front yard telephone 28a and the enrollment status of each operator, and calls the determined telephone 28a. Control the PBX 24 to connect the call.

The PBX 24 is connected to the work takeover support server 8
Switches the connection destination of the call from the customer 1 in accordance with an instruction sent from the customer 1 via the CTI server 25. For example, when a call connected to a telephone of a certain operator is instructed to be transferred to a telephone of another person, the connection destination of the call from the customer 1 is switched according to the instruction. Further, when a call connected to the operator's telephone 28a is instructed to be transferred to the telephones of other plural persons, an n-party communication is established between the plural persons and the customer 1. The telephone lines of the plurality of persons in charge and the telephone lines of the telephone 2 of the customer 1 are connected so as to be possible.

In addition, the PBX 24 is a computer terminal of an operator or a person in charge sent via the CTI server 25.
In accordance with the instruction from b, call control and hold control for the telephone line of the telephone 28a set with the computer terminal b are also performed.

Next, the operation of the computer terminal 28b of the set 28 used by the operator and the person in charge will be described.

FIG. 3 shows the configuration of the computer terminal 28b.

As shown, the computer terminal 28b
Has a configuration in which a network adapter 284, a CPU 286, a memory 280, and a hard disk 287 connected to a network 285 are connected by a bus 288.
The memory 280 includes a program memory 281, a cache memory 282, and a work memory 283, and includes a call control program 2811 and a database client program 28 stored in a hard disk 287.
12 is read out to the program memory 281 at the time of execution, and is executed by the CPU 286. Although not shown, the computer terminal 28b includes an output device such as a display device and an input device such as a keyboard and a pointing device, like a general computer system.

The computer terminal 28b executes a call control program 2811 to execute a call control process embodied on the computer terminal 28b.
The call control panel shown in FIG. 4 is displayed on the display device, and an instruction to control the telephone 28a and take over the work is received from the operator or the person in charge on this display.

When the receiving button 51 is selected by the pointing device, the CTI server 25
, And instructs the PBX 24 to receive the call, and causes the PBX 24 to connect the telephone call from the customer 1 to the telephone 28b. If the work transfer button 53 is selected, the customer who is currently loading the computer terminal 28b A work takeover request is transmitted to the work takeover support server 8 together with the record ID (customer ID or the like) of the work information record.

When a telephone number is input to the partner TEL and the oscillation button 50 is selected, the telephone 28
Via the CTI server 25 to make a call from the telephone line of a
Instruct PBX. When the hold button is selected, the PBX is instructed via the CTI server 25 to put the telephone line of the telephone 28a on hold. The other party name is an area for displaying the other party name corresponding to the telephone number of the other party TEL, and the state 55 is an area for displaying the state of the telephone line of the telephone 28a.

Each computer terminal 28b executes a database client program 2812.
The database client program 2812 is a program for operating the computer terminal 28b as a client of a temporary information database server on the temporary storage device 7 described later.

The client program 28
The client process that is embodied on the computer terminal 28b by executing the process 12 receives a request for reading a customer / work information record together with a designation of a customer name and the like when a reading of customer information is instructed by an operator or a person in charge. Issue to 7. Then, the customer / work information record sent from the temporary storage device 7 is displayed on a display device provided as shown in FIG. FIG. 5 shows customer / work information in a CTI system corresponding to a computer-related fault case, and includes an area 70 for inputting and displaying basic customer information such as an address, a name, and a telephone number, and a fault case. An area 72 for inputting requirements such as details of the terminal, an area 74 for inputting and displaying the environment of the terminal used by the customer, an update button 76, and an end button 78. In this case, customer information 72 in which information in the areas 70 and 74 is registered in the customer information database corresponds to work information.

The client process accepts a change in the customer / work information on the display of the customer / work information record. The contents of this change are notified to the temporary storage device 7 when the change is made by the process of the client-side matching control program 2813 included in the database client program 2812. In addition, when the process of the client-side matching control program 2813 is instructed from the temporary storage device 7 to change the content of the customer / work information used, the change content is added to the read customer / work information. The display of FIG. 5 is updated accordingly. Further, the client-side matching control program 28
The process 13 is executed by the temporary storage device 7 to store the current customer /
Upon receiving a request for terminating the use of the work information record, a message prompting the user to terminate the use of the customer / work information record is displayed on the display device, the customer / work information record is changed, and a button other than the end button is selected. Ban.

When the update button 76 is selected, the client process instructs the temporary storage device 7 to request the customer database 6 to store the customer information in the customer / work information record. When the end button is selected, the end of use of the customer / work information record is notified to the temporary storage device 7, this customer / work information record is deleted from the computer terminal 28b, and the display of FIG. 5 is deleted. .

Using the call control process of the computer terminal 28b and the telephone 28a, the operator who first receives the telephone call from the customer 1 makes the computer terminal 28b
To read the customer / work information on the computer terminal 28b, process the customer's request while changing the customer / work information, and, if the processing is completed, change the customer information. The updated customer information is registered in the customer database by pressing the update button on the display of FIG. 5, and the end button is selected according to the message prompting the end of use of the customer / work information record displayed thereafter, and the process is terminated. On the other hand, if you take over the work during the process,
Pressing the work transfer button in FIG. 4 requests the transfer of the work, and pressing the end button without selecting the update button in FIG. 5 ends the process.

The same applies to the person in charge who has taken over the work, receives a call from the customer 1 using the call control process of the computer terminal 28b and the telephone 28a, and instructs the computer terminal 28b to send the call to the computer terminal 28b. The customer / work information is read from the temporary storage device 7 and the customer's request is processed while changing the customer / work information. When the processing is completed, if the customer information is changed, the process shown in FIG. An update button of the display is selected to register the changed customer information in the customer database, and an end button is selected according to a message prompting the end of use of the customer / work information record displayed thereafter to end the processing.

In this embodiment, when a plurality of persons take over the work by the operation of the temporary storage device described later, when one person presses the update button, the computer terminal of each person in charge is pressed. A message prompting the end of the use of the customer / work information record is displayed at 28b.

On the other hand, when the work is to be taken over further during the processing, the work takeover button in FIG. 4 is pressed to request the work takeover, and the end button is selected without selecting the update button in FIG. The process ends.

Next, the temporary storage device 7 will be described.

FIG. 6 shows the structure of the temporary storage device 7.

As shown in FIG.
Has a configuration in which a network adapter 34 connected to a network 35, a CPU 36, a memory 30, and a hard disk 37 are connected by a bus 38. The memory 30 includes a program memory 31, a cache memory 32, and a work memory 33, and includes a management program 311 and a database server program 3 stored in a hard disk 37.
12 is read into the program memory 31 at the time of execution,
The processing is performed by the CPU 36.

A server process, which is a process of the database server program 312, implements a customer / work information database server on the temporary storage device 7. client/
The customer / work information records stored in the work information database are stored in the hard disk 37 and the cache memory 3.
2. Stored using the work memory 33.

The client / work information record read request sent to the temporary storage device 7 from the client process of the work takeover support server 8 by the computer terminal 28b,
The notification of the end of use of the work information record and the notification of the change content of the customer / work information record are once received by the management process as the process of the management program 311 and then sent to the server process.

Upon receiving the customer / work information record read request, the server process retrieves the customer / work information record of the requested customer name from the customer / work information database, and copies the copy to the requesting client process. Send. At this time, the server-side matching control program 3 included in the database server program 312 is used.
The matching control process 121 registers the requesting client process as the record using client. Next, upon receiving a notification of the end of use of the customer / work information record, the matching control process registers the client process of the notification source as a client using the customer / work record with the specified record ID. Clear Next, when the server process receives the notification of the change content of the customer / work information record, the server process specifies the specified record ID so as to match the content.
Update the contents of the customer / work information record in the customer / work information database. At this time, the matching control process checks the client using the customer / work information record, and if there is a client process other than the change notification source, the client process
Instruct to change the content of customer / work information used.

The management process, as one client process, sends to the server process an instruction to create a new record, read a record, or delete a record from the management process.

When the creation of a new record is instructed, the server process newly creates a customer / work information record including the customer information sent from the management process in the customer / work information database. When a record reading instruction is received, a customer / work record with a designated customer name is searched and sent to the management process. Also,
When receiving an instruction to delete a record, the matching control process uses this customer / work information record for all client processes registered as clients using the customer / work information record of the specified record ID. Send termination request. After that, when the client / work information record is notified of the end of use from all client processes, the customer / work information record is deleted from the customer / work information database server.

Next, the processing performed by the management program 312 for the management process will be described.

FIG. 7 shows a processing procedure of this processing.

First, when a read request for a customer / work information record is received from the computer terminal 28b (step 801), the provided record table is checked (step 802). If it is registered in the table, the client / work information record read request is relayed to the server process (step 803). On the other hand, if it is not registered, the customer information corresponding to the customer / work information record of this customer name is read from the customer database 6, and a new customer / work information record including the customer information is instructed to the server process. (Step 804), the created customer / work record is registered in the record table (Step 805), and the read request received from the computer terminal 28b is relayed to the server process (Step 80).
6), the server process is notified of the end of use of the customer / work information record management process (step 80).
7).

Next, when a request to store customer information in the customer / work information record in the customer database 6 is received from the computer terminal 28b (step 808),
A read request for the customer / work information record of this record ID is sent to the server program, and the customer / work information record is read (step 809). Then, the customer information in the customer / work information record is sent to and stored in the customer database 8 (step 810), and the server process is instructed to delete the customer / work information record (step 811). The end of use of the work record management process is notified to the server process (step 81).
2), the registration of the record table of the customer / work record is cleared (step 813).

The data received from the computer terminal 28b
The notification of the end of use and the notification of the change of the customer / work information record are relayed to the server process as they are (steps 814 and 815).

Next, the work takeover support server 8 will be described.

FIG. 8 shows the configuration of the work takeover support server 8.

As shown, the work takeover support server 8
Are a network adapter 44 connected to a network 45, a CPU 46, a memory 40, a hard disk 47,
The person in charge information database 49 is configured to be connected by a bus 48. The memory 40 includes a program memory 41, a cache memory 42, and a work memory 43. The work takeover support program 410 and the database client program 415 stored in the hard disk 47 are read out to the program memory 41 at the time of execution, and Executed.

The work takeover request from the computer terminal 28b delivered to the network adapter 44 via the network 45 is processed by the process of the work takeover support program 410.

FIG. 9 shows a processing procedure for processing the work takeover request.

As shown in the figure, in this processing, upon receiving the work takeover request (step 80), the contents of the customer request are analyzed (step 81). The analysis of the contents of the customer request is performed by using the client process, which is a process of the database client program 415, to store the customer / work information record of the record ID received together with the work takeover request from the computer terminal 28b that issued the work takeover request in the temporary storage device 7. Read more and analyze this.
Here, the database client program 415
Is a program for realizing the client process of the temporary information database server in the temporary storage device 7 on the work takeover support server 8 in the same manner as the database client program 2812 of the computer terminal 28b.

The details of the analysis of the contents of the customer request will be described later.

After the analysis of the contents of the customer request is completed, the person in charge information database 4
9 to extract a group of persons in charge according to the contents of the customer's request (step 82), and inquire of the CTI server 25 about the enrollment / call status of the person in charge of the handover candidate belonging to the group (step 83). Next, based on the information obtained in the above steps, one or more persons in charge suitable for responding to the customer's request are assigned as necessary (step 84).

The details of the processing in steps 82 to 84 for assigning a person in charge according to the contents of the customer request will be described later.

If the person assigned in step 84 is a single person in charge, the PBX 24 is instructed via the CTI server 25 to transfer the telephone call of the customer 1 to the telephone 28a of the person in charge (step 86). If there are a plurality of persons in charge assigned in step 84, an N-party call including the customer (a three-party call in the case of two succeeding persons) is performed.
Instruct the PBX 24 via the CTI server 25 to connect the telephone lines of the plurality of persons in charge and the telephone lines of the telephone 1 of the customer 1 (step 83).

Then, until the program is terminated, it waits for the reception of the next work takeover request.

Here, as described above, the details of the request content analysis processing in step 81 will be described.

As shown in FIG. 10, in this process, the temporary storage device 7 reads the customer / work information record of the record ID received together with the work takeover request from the computer terminal 28b that issued the work takeover request as a database client. Request to the temporary information database server (step 92) and receive it (step 9).
4). Then, from the information of the received customer / work information record, for example, items such as the user environment 74 and the failure requirement 72 in FIG. 5, a technical item required as the skill of the takeover staff is extracted (step 96). And this customer /
The end report of the work information record is sent to the temporary storage device 7, and the process is terminated.

Next, as described above, the details of the process for determining the person in charge of taking over from step 82 to step 84 will be described.

Procedure 1 in FIG. 11 is a procedure corresponding to the processing of step 82. Based on the analysis result, for example, a group of persons in charge of supporting the model used by the user (group A), and an OS in the user environment are supported. A group of persons in charge (group B) and a group of persons in charge supporting the failed application (group C) are extracted.

Step 2 is a process corresponding to step 83. Inquiry is made to the CTI server 25, and the call and enrollment status of the persons belonging to each group extracted in step 1 are checked, and persons who can take over are extracted. I do.

Step 3 is processing corresponding to step 84. When there is a person in charge (charge e) that covers all the charge areas of each group, the work is handed over to the person in charge (case 1). If there is no person in charge that covers the entire area, first select the person in charge that covers the widest area (response d), and then assign a person who supports the area that is not covered by charge d. The process of selecting from the one in charge (charge c) (case 2) is repeated until there is no more area not covered by any charge.

More specifically, the processing of step 84 of the procedure 3 is performed according to the processing procedure of FIG.

That is, first, the target element (Target_Eleme
nt) and the number of target elements (Target_Num) are set (step 110). The target element is an element group such as group A or group B in FIG. The number of target elements is the number of groups in the example of FIG. 11, which means that there are three groups A to C. Next, after the initial values are set, targets included in the maximum number of target elements are extracted (step 112). This corresponds to the selection of the charge d in case 2 of procedure 2 in FIG. Next, the remaining elements which are elements that do not include the extracted target are reset to the target elements (step 114). In case 2 of procedure 3 in FIG. 11, the group C is reset as a target element. Then, the number of remaining elements is reset to the number of target elements (step 116). In case 2 of step 3 in FIG.
1 will be set. Finally, the reset value of the number of target elements is checked. If the value is 1 or more, the process returns to step 112 to continue the process, and if the value is 0 or less, the process ends (step 118).

The set of persons in charge extracted in the above processing is determined as the person in charge of the takeover destination.

By the way, in step 82 of procedure 1, the staff information database 4 used for setting the group
9 may be configured, for example, as a staff information table as shown in FIG.

This example shows an information table of persons in charge of specialized handling for computer-related failures.
The proficiency of each person in charge of the software and the software 124 is registered for each stage. When a group is generated in step 82, a person in charge of a technology higher than the required level is extracted from each item corresponding to the customer information. For example, if the model used by the customer is model A and the required level is 3 or more, the person in charge A, the person in charge B, and the person in charge K
Is extracted.

The request level may be set in advance, or the request level may be included in the customer / work information record by an operator's input or the like before issuing the work takeover request in the computer terminal 28b. In this way, the customer / work information record may recognize this in the process of the work takeover support program.

In the operation of each unit described above, the CTI server 2
5 is a work takeover support server 8 and computer terminals 2
The PBX 24 is controlled in accordance with a telephone call control instruction from the telephone line 8b, and the state of the telephone line of each telephone 28a is managed based on the control contents. However, the control of the PBX 24 is performed directly by the work takeover support server 8 and each computer terminal 28b, and the CTI server 25 monitors the state of the PBX 24 and manages the state of the telephone line of each telephone 28a. Good.

In the above, one embodiment of the CTI system according to the present embodiment has been described. However, the functions of the Internet telephony server 26 and the Web server 27 may be integrated into one server, or the CTI server 2 may be integrated.
5. Internet telephony server 26, Web
The functions of the server 27 may be integrated on one computer. In addition, a method of reflecting a change in a customer / work record performed on a certain computer terminal 28b in a customer / work information database or a customer / work record on a computer terminal 28b that uses the customer / work record at the same time. May be performed by a method other than the above, for example, a sharing method using a distributed object technology.

When the CTI system is operated in such a manner that the customer and the operator or the person in charge interact with each other using a JAVA script or the like on the Web server, this part on the Web server must be used. Like the customer information in the customer database, the information may be read into the temporary storage device 7 and shared by a plurality of persons in the same manner as the customer / work information record.

Further, if the customer / work information record once read into the temporary storage device 7 is not stored in the customer database 6, the work is permitted to be completed.
In the case of operating the CTI system, for example, in the temporary storage device 7, the client terminal 28b is used via the client / work record last-use client process in which no client / work record is used by the coincidence control process. Inquires whether the management process may delete the customer / work information record from the temporary storage device 7 without updating the customer database 6,
In accordance with the contents specified by the user via the client process, a temporary storage device 7 for customer / work information records
Alternatively, the storage in the customer database 6 and the deletion of the customer / work information record from the temporary storage device 7 may be performed.

In the above embodiment, the customer information and the work information are handled as a customer / work record between the temporary storage device and each computer terminal, but the customer information and the work information can be associated with each other. Alternatively, they may be handled as mutually independent information. In this case, a customer information database and a work information data element are provided on the temporary storage device, and each information operation is performed individually. For example, the temporary storage device transmits the work information to the computer terminal when a read request for a work information record related to a specific customer information record is issued separately from the read request for the customer information record from the computer terminal. To do.

The programs executed by the work takeover support server 8 and the temporary storage device 7 described above are:
For example, a storage medium such as a CD-ROM may be stored and supplied to the work takeover support server 8 and the temporary storage device 7. In this case, the work takeover support server 8 and the temporary storage device 7
Is connected to a CD-ROM driver, and each program is read from the CD-ROM into the memory via the CD-ROM driver.

As described above, according to the present embodiment, even when the work is taken over on the way, the temporary storage device 7 is not stored in the customer database until the work is completed. Using the above customer / work information, customer information and temporary information can be taken over. In addition, since only the customer work information of the customer who is performing the work at that time is registered in the temporary storage device 7, the burden of the temporary storage device at each work described above does not require the provision of the temporary storage device. This is less than the burden on the customer database when directly using a customer database that stores a large number of customer information. Also, as described above, at the time of work takeover, by setting an n-party call between a plurality of workers and a customer selected from the information table of the person in charge according to the skill of the person in charge,
It is possible to take over to a person who is suitable for the contents of multiple tasks.

[0100]

As described above, according to the present invention, it is possible to provide a work takeover support system capable of taking over work more efficiently.

Specifically, there is provided a work takeover support system that can take over information that needs to be taken over at the time of work takeover without increasing the load on the customer database without hindering smooth work takeover. be able to. Also, to provide a work takeover support system that allows a plurality of workers to simultaneously handle customer requests by simultaneously taking over work from an operator by an appropriate person taking over a plurality of works. Can be.

[Brief description of the drawings]

FIG. 1 is a diagram illustrating a concept of a CTI system according to an embodiment of the present invention.

FIG. 2 is a block diagram illustrating a configuration of a CTI system according to an embodiment of the present invention.

FIG. 3 is a block diagram illustrating a configuration of a computer terminal according to the embodiment of the present invention.

FIG. 4 is a diagram showing a display screen displayed by a computer terminal in the embodiment of the present invention.

FIG. 5 is a diagram showing a display screen displayed by the computer terminal in the embodiment of the present invention.

FIG. 6 is a block diagram illustrating a configuration of a temporary storage device according to the embodiment of the present invention.

FIG. 7 is a flowchart illustrating processing performed by a management process in the embodiment of the present invention.

FIG. 8 is a block diagram illustrating a configuration of a work takeover support server according to an embodiment of the present invention.

FIG. 9 is a flowchart illustrating a process performed by a process of the work takeover support program in the embodiment of the present invention.

FIG. 10 is a flowchart illustrating a request content analysis process performed in the embodiment of the present invention.

FIG. 11 is a diagram showing a procedure of a staff member selection process performed in the embodiment of the present invention.

FIG. 12 is a flowchart showing a person-in-charge selecting process performed in the embodiment of the present invention.

FIG. 13 is a diagram showing a staff information table used in the embodiment of the present invention.

FIG. 14 is a block diagram showing a configuration of a conventional CTI system.

[Explanation of symbols]

1 customer, 2 telephone, 3 terminal, 4 operator, 6
Customer database, 7: Temporary storage device, 8: Work transfer support device, 9: Person in charge, 21: Internet telephone, 22
... Telephone network, 23 ... Internet, 24 ... PBX, 25
... CTI server, 26 ... Internet telephony server, 27 ... Web server, 28a ... telephone, 28b ... computer terminal

 ──────────────────────────────────────────────────続 き Continuing on the front page (72) Inventor Shigeaki Kinoshita 216 Totsuka-cho, Totsuka-ku, Yokohama-shi, Kanagawa Prefecture Inside the Information and Communication Division of Hitachi, Ltd.

Claims (10)

[Claims] 1. A work takeover support system for supporting work takeover between workers who process a request transmitted from a client via a telephone, comprising a plurality of telephones used by a predetermined worker. A private telephone network for connecting a telephone of a client and a telephone of a worker on an external telephone network, and a network system including a work takeover support device and a plurality of terminal devices each used by a predetermined worker. The work takeover support device comprises an information table storing the skills of each worker using each telephone, and the terminal device used by the worker using the telephone connected to the client's telephone. When receiving the work takeover request and the information of the work target, takeover destination selection means for selecting a worker having skills covering the work target indicated by the received work target information by referring to the information table; The connection control means for controlling the local telephone network and connecting the telephone used by the worker selected by the takeover destination selection means and the customer's telephone, wherein the takeover destination selection means refers to the information table. If the work target cannot be covered by the skills of a single worker, a plurality of workers, workers sufficient to cover the work target, are selected, and the connection control means selects the plurality of workers selected by the takeover destination selection means. If it is a person, controlling the private telephone network,
A work takeover support system characterized in that a plurality of telephones used by a plurality of workers and a telephone of a requester are connected in a form of n (where n is an integer of 3 or more) simultaneous calls. 2. The work takeover support system according to claim 1, wherein the network system includes a worker status management unit that manages a telephone availability status of each worker, and the takeover destination selection unit includes: A work takeover support system characterized by inquiring the worker status management means about the availability of telephones of each worker, and selecting a worker from among workers who can use the telephone. 3. A work takeover support system for supporting work takeover between workers who process a request transmitted from a client via a telephone, comprising a plurality of telephones used by a predetermined worker. And information on the local telephone network that connects the telephone of the client and the telephone of the worker on the external telephone network, the work takeover support device, a plurality of terminal devices used by each predetermined worker, and the information of the client. A network system including a requester information database storing requester information and a temporary storage device, wherein the temporary storage device receives and receives a request for reading requester information issued by the storage device and the terminal device; If the requester information requested by the read request is not stored in the storage unit, the requester information is read from the requester information database, stored in the storage unit, and written in the storage unit. Is transmitted to the terminal device that issued the read request for the requester information, and if the requester information requested by the received read request is stored in the storage unit, the requester information is stored in the storage unit. Means for transmitting the requested client information to the terminal device which issued the request for reading the requested client information, and means for reflecting the change of the requested client information performed on the terminal device to the requested client information stored in the storage means And a means for receiving a request for storing requester information issued by the terminal device, reading requester information requested by the received storage request from the storage means, and storing the read requester information in a requester information database. Handover support system. 4. The work takeover support system according to claim 3, wherein said temporary storage device has means for sharing requester information stored in said storage device with a plurality of terminal devices. Work transfer support system. 5. The work takeover support system according to claim 3, wherein the temporary storage device stores the work information in association with the requester information stored in the storage device, and stores the work information in the terminal device. Means for reflecting the input and change of the work information related to the request information performed in the work information stored in the storage means, and a request for reading the requester information stored in the storage device from the terminal device. When the request is received or when a request to read work information associated with the requester information stored in the storage device is received from the terminal device, the work information stored in association with the requester information is read. A work takeover support system, wherein the work succession support system transmits the work transfer request to a terminal device that has issued the task. 6. A private telephone network including a plurality of telephones each used by a predetermined worker, and connecting a requester's telephone and an operator's telephone on an external telephone network, and a private telephone network used by each predetermined worker. And a network system including a plurality of terminal devices to be performed, a work takeover support device for supporting work takeover between the workers, wherein each worker using each telephone is provided. Information table storing the skills of the client and the work received when the work takeover request and the work target information are received from the terminal device used by the worker using the telephone connected to the telephone of the client. Takeover destination selecting means for selecting a worker having skills to cover the work target indicated by the target information with reference to the information table; and controlling the private telephone network to perform the work selected by the transfer destination selection means. Connection control means for connecting the telephone used by the operator and the telephone of the customer, the takeover destination selection means refers to the information table, and when the work target cannot be covered by the skills of a single worker, A plurality of persons sufficient to cover the work target, selecting an operator, the connection control means controls the private telephone network when the number of workers selected by the takeover destination selection means is plural,
A work takeover support device characterized in that the plurality of telephones used by the plurality of workers and the telephone of the requester are connected in a form of n (where n is an integer of 3 or more) simultaneous calls. 7. A local telephone network including a plurality of telephones used by a predetermined worker, and connecting a requester's telephone and an operator's telephone on an external telephone network; a work takeover support device; In a requester request processing system including a plurality of terminal devices used by a worker and a network system including a requester information database storing requester information which is information of the requester, the requester of each terminal device A temporary storage device that mediates the use of requester information in an information database, wherein the storage unit receives a request to read requester information issued by the terminal device, and the requester information requested by the received read request stores the requester information. If the requester information is not stored in the request means, the requester information is read from the requester information database and stored in the storage means, and the requester information stored in the storage means is stored in the requester. Is transmitted to the terminal device that has issued the request for reading the client information, and if the requester information requested by the received read request is stored in the storage unit, the requester information stored in the storage unit is transmitted to the terminal device. Means for transmitting a request for reading the requester information to the terminal device which has issued the request, means for reflecting the change in the requester information performed on the terminal device in the requester information stored in the storage means, Receiving the request for storing the requested client information, reading the requested client information requested by the received storage request from the storage unit, and storing the read requester information in the requested client information database. 8. A temporary storage device according to claim 7, wherein said means for storing work information in association with said requester information stored in said storage means, and information relating to request information performed on said terminal device. Means for reflecting the input and change of the work information in the work information stored in the storage means, and when a request to read requester information stored in the storage device is received from the terminal device, or when the terminal device receives the read request. When a read request for work information associated with the requester information stored in the storage device is received, the work information stored in association with the requester information is transmitted to the terminal device that issued the read request. A temporary storage device, characterized in that: 9. A private telephone network including a plurality of telephones each used by a predetermined worker, and connecting a requester's telephone on an external telephone network to the worker's telephone; A requester request processing system including a plurality of terminal devices and a network system including a computer, the storage medium storing a program to be executed by the computer, wherein the program uses each telephone. A process of creating an information table storing the skills of the worker, and receiving a work takeover request and information on a work target from the terminal device used by the worker using the telephone connected to the client's telephone. In the case, a takeover destination selection process of selecting a worker having skills to cover the work target indicated by the received work target information with reference to the information table, A program for controlling the local telephone network to cause the computer to execute a connection control process for connecting a telephone used by the worker selected by the takeover destination selection unit and a customer's telephone, wherein the takeover destination selection process is performed. Refers to the information table, if the work target cannot be covered by the skills of a single worker, selects a plurality of workers and workers sufficient to cover the work target, and the connection control process selects the takeover destination In the case where a plurality of workers are selected by the means, the local telephone network is controlled,
A storage medium characterized in that the plurality of telephones used by the plurality of workers and the telephone of the requester are connected in a form of n (where n is an integer of 3 or more) simultaneous telephone calls. 10. A local telephone network including a plurality of telephones each used by a predetermined worker, connecting a requester's telephone on an external telephone network and the worker's telephone, a work takeover support device, and a predetermined In a requester request processing system comprising a plurality of terminal devices used by a worker and a client system and a network system including a client and a client information database storing client information, which is information of the client, executed by the computer A storage medium storing a program, wherein the program receives a request to read requester information issued by the terminal device, and the requester information requested by the received read request is not stored in the computer. , Read from the client information database, stored in the computer, and stored in the computer. Sending the client information to the terminal device that issued the read request for the client information, and if the client information requested by the received read request is stored in the computer, the request stored in the computer Transmitting the client information to the terminal device that has issued the request for reading the client information, means for reflecting the change of the client information performed on the terminal device to the client information stored in the computer, and the terminal It is a program for receiving a storage request for requester information issued by an apparatus, reading the requester information requested by the received storage request from the computer, and storing the read requester information in a requester information database. Storage medium.