KR101103786B1 - System and method for management and monitor of waiting call lists and selective answering - Google Patents

Abstract

PURPOSE: A client call waiting managing/selecting system and method thereof are provided to perform integrated process of a customer inquiry through various paths from one consultant terminal. CONSTITUTION: A consultation distributing server(700) makes a voice call as a consultant waiting list. The consultant waiting list is displayed on a pop-up window. If the consultant state of a consultant terminal is in a waiting state, the consultant waiting list is displayed on a pop-up window of the consultation distributing server. If not, the consultant waiting list is selected from the consultant terminal. A DB storage unit(500) stores call information about a non-voice call.

Description

SYSTEM AND METHOD FOR MANAGEMENT AND MONITOR OF WAITING CALL LISTS AND SELECTIVE ANSWERING}

The present invention relates to a system and method for selectively consulting a customer's counseling request in a contact center. The present invention provides a counseling call waiting list for counseling through various paths and updates it according to the counseling status and time to the counselor. The counseling counselor relates to a call center display list and a selection counseling system and method of a contact center that provides more efficient counseling by selecting a desired waiting list.

In general, an agent terminal used by a call center (contact center) counselor provides an inquiry process for a customer inquiry by using an inbound call or an outbound call function that is introduced into a CTI server.

In the case of a conventionally used agent terminal and a CTI server including the same, when a customer cannot connect with an agent, such as a call in which a customer gives up a call (abandon call) or a call increase due to an increase in the call volume, an agent calls a call (incoming call and Attempt to connect with the customer by a separate path (software or accordingly hardware), rather than through the agent terminal that was being used).

In this case, the customer may take a long time from his or her consultation request to the actual consultation, and the counselor may not be able to process the consultation through the counselor terminal used by the client. In addition, from the point of view of the counselor, there is a problem in that it is not possible to select a call that is actively waiting for consultation and receive a call that is distributed from the CTI server.

The present invention is to solve the above conventional problem. That is, an object of the present invention is to enable a batch processing of customer inquiries that come through various channels such as incoming calls, abandoned calls, or email consultations in one counselor terminal.

In addition, it is another object of the counselor to actively select the call waiting to provide a customized service to the waiting customers.

The present invention provides a call waiting list display and selection counseling system of a contact center for solving the above problems, and receives a consultation call from a customer terminal, a communication network, and a client terminal requesting a consultation, and the contact center is adapted to the consultation distribution. CTI server, characterized by obtaining the call information for the counseling call coming from the private exchange, the private exchange exchanged to the counselor terminal, and storing the counseling environment information, and then transmitting the two to the counseling distribution server for effective counseling distribution. Counseling distribution server that receives call information and counseling environment information from the server and creates a waiting call list (counseling waiting list) according to the counseling environment information necessary for distribution, and distributes the counseling waiting call by reflecting the counseling status information of the counselor, the counseling waiting Display the list and select the waiting item for consultation according to the agent's wish. It includes an agent terminal to open a selective consult.

Preferably, the counseling distribution server may further include a feature of re-creating a counseling waiting list for counseling call information that has been re-selected by the counselor terminal so that the counselor terminal displays and selects the counseling terminal.

In addition, the consultation waiting call list display and selection counseling method for solving the above problems according to the present invention, the customer consultation request step of requesting the customer contact the customer needs through the customer terminal, the voice call of the requested call is private The non-speech call and the e-mail consultation are sent to the consultation distribution server directly through the exchange and the CTI server, and the consultation distribution server queries the consultation distribution server through the DB storage device and the email server, and the consultation distribution server classifies the customer consultation. The distribution server creates a waiting list for counseling so that it can be displayed on the agent terminal. The waiting list for creating a waiting list for distributing the waiting call varies depending on the counseling status of the agent. Selecting an agent to wait for an optional consultation And a step.

Preferably, when the counselor selects a re-waiting process in which the counselor calls his / her counseling call back to a counseling waiting state, the counseling call returns to the counseling waiting list generation step and waits for counseling and counseling distribution. It further includes.

1 is a block diagram of a consultation waiting call list display and selection counseling system of a contact center according to an embodiment of the present invention.
2 is a flowchart illustrating a method for displaying a call waiting list and selecting a counseling service of a contact center according to an exemplary embodiment of the present invention.
3 is an embodiment in which a counseling waiting list " optional response "
4 is an embodiment in which a counseling waiting list "forced distribution" for an incoming call appears in an agent terminal.

EMBODIMENT OF THE INVENTION Hereinafter, preferred embodiment of this invention is described in detail based on an accompanying drawing.

1, the present invention is a customer terminal 100; Communication network 200; Private exchange 300; CTI server 400; Consultation distribution server 700; It is configured to include the counselor terminal 800, and preferably further includes a DB storage device 500 and the e-mail server 600.

The customer terminal 100 generally uses a telephone as an apparatus for transmitting a call for calling a contact center via the following communication network 200. Recently, due to the development of the Internet, various devices connected to the Internet have been used for various terminals including computers. Such a terminal is also capable of email consultation via the Internet.

The communication network 200 connects the customer terminal 100 and the following private exchange 300 by wire or wirelessly, and also connects to the following email server 600 through the Internet. In general, wired communication networks using telephone lines have recently included communication networks (LAN, coaxial line, optical cable, etc.) using the Internet. As wireless communication networks, there are communication networks such as 3G, 4G, and WCDMA using mobile terminals such as cellular phones.

The private branch exchange 300 (PBX (Private Branch Exchange) receives the call requested through the communication network 200 and transmits the received call, the call information and the event information to the CTI server 400 below. Call information refers to communication information about the corresponding call, such as caller's telephone number (ANI), calling number (DNIS), incoming trunk number, call type, and also as the type of the event, ringing, call establishment (Established) It refers to all events about the processing status of the call, such as call termination (Released) This private exchange 300 may preferably have an interactive voice response (IVR), which collects the information of the customer through the IVR message. That is, the call requesting counseling can be judged as to whether or not the voice call (incoming call) is currently waiting for the agent's connection. The information is transmitted to the following CTI server 400 to process a waiting for counseling, in contrast to a non-voice (DB (DataBase)) call (for example, abandoned call and abandoning a counseling in the middle of waiting for counseling, voice). Since they are not waiting in the queue, the mail is transmitted to the DB storage device in order to classify them separately and store them in the DB storage device 500 below.

The computer telephony integration (CTI) server obtains the voice call and its information from the private exchange 300 and also has consultation environment information. In this case, the counseling environment information refers to information of the counselor as counselors, counselor group, DN (Extension, VDN, ACD), Skill, Skill group, campaign, and center name. This includes information about objects (organizations, agents, agent groups, DN groups) of contact centers, and hierarchical structures (departments / teams / agents) between the objects. The initial value of the environment information is registered in the CTI server 400, and if the counseling environment is changed later, the changed environment information is transmitted to the CTI server 400. Since the CTI server 400 is connected to the agent terminals 800 through an internal network including a backbone network, when the environment information is changed, the changed environment information is input and stored in the CTI server 400. The changed environment information is transmitted to the consultation distribution server 700. In addition, the CTI server 400 connects the call currently waiting for counseling to the counselor terminal 800 through the private exchange 300 through the internal network to enable counseling.

The DB storage device 500 is a storage device that stores call information for a DB call that is a non-voice call requested through a passage other than the private exchange 300. The storage device may be a separate device connected to the CTI server 400 through an internal network, or may exist as part of the CTI server 400. As the type of the storage device, there may be a memory type of HDD, SDD, or the like. DB tables are used to store these DB calls. Here, the DB table is the cleanup information indicated with the customer information calling the voice mail or the abandon call, and then the following counseling distribution server 700 accesses the DB storage device 500 and inquires the DB table. You can create a waiting list for consultation with customer information (customer information, recorded voice mail contents, DB call information, etc.). The consultation distribution server 700 periodically reads the DB storage device 500 and reflects it in the consultation waiting list when there is new DB call information.

The e-mail server 600 may be a device of a part of a contact center as an e-mail management and storage device generally used in the industry corresponding to the present invention, and may be an external device away from the contact center. It stores the consultation request sent by e-mail and is connected to the following consultation distribution server 700 so that the consultation distribution server 700 periodically reads whether there is a new consultation request e-mail, and if so, periodically, as with the non-voice call information. Create a waiting list for consultation.

The counseling distribution server 700 creates a counseling waiting list and transmits the counseling waiting list to the counselor terminal 800 corresponding to the appropriate counseling environment information so that the counselor terminal 800 selects the counseling waiting list (for example, Double-click). In addition, when creating the counseling waiting list, the counseling terminal 800 updates the counseling waiting list by reflecting whether the counseling waiting list has been processed. That is, when the counseling waiting list shown in the counselor terminal 800 is selected (optional response) or when the counseling waiting list is accepted (forced distribution), the counseling distribution server 700 updates to delete the corresponding counseling waiting item from the counseling waiting list. .

In this case, the counseling distribution server 700 may change the manner of distributing the counseling waiting according to the counseling state information of the counselor (information on whether a user is logged in or logged out or available for counseling (waiting state)). The counseling state information of the counselor is changed or input from the counselor terminal 800 and then transmitted to the CTI server, and then the counseling distribution server 700 is transmitted from the CTI server. When a counselor logs in to the counselor terminal 800, if the counselor terminal 800 is in the "waiting state", the counseling distribution server 700 may be in the "wait state" for the information on the incoming call. A pop-up window appears on the counselor terminal 800 and asks whether to accept it. If the counselor terminal 800 in the "waiting state" approves this, the incoming call is connected to the counselor terminal 800 to start the consultation. This acceptance of counseling is called "force distribution." This "forced distribution" applies only to the incoming call (call currently waiting for consultation) and not to the DB call.

On the contrary, if it is not in the "waiting state," the counseling distribution server 700 transmits the counseling waiting list to be displayed on the counselor terminal 800, and then waits for the counseling terminal 800 to select the counseling wait item. If the counseling wait item is selected in the counselor terminal 800, the counseling is started by connecting to the selected counselor terminal 800. This selection of counseling is called "choice response." This " selective answering " applies to both the voice call and the non-voice call.

Preferably, the counseling call (both voice and non-voice call) is applied again in case of counseling that is not suitable for the counselor after the agent connection due to the "selective response" or "forced distribution", or when it is necessary to change to another agent. Yes) can be returned to the counseling distribution server by the "re-wait" selection of the counselor terminal 800. In this case, as in the voice call or the non-voice call first entered into the counseling distribution server, the counseling waiting list is made again, and then the counseling is distributed to the counselor terminal 800.

The counselor terminal 800 displays a counseling waiting list created by the counseling distribution server 700 (also referred to as a softphone commonly used in the technical field of the present invention), and waits for counseling desired by the counselor in the counseling waiting list. Counseling is provided to the customer through selection of an item (selective response) or acceptance of the counseling distribution server 700 to accept the consultation (force distribution). Preferably, if necessary by the above-described " re-waiting " selection, the call, which has been consulted by itself, is transmitted to the counseling distribution server 700 again. As a means for selecting the consultation waiting item in the counselor terminal 800, a mouse, a keyboard, a touch input means, etc. may be used, and as a means for displaying the consultation waiting list, LCD, PDP, etc. may be used as a display unit.

3 shows a screen configuration of an embodiment in the case of the "response response" to the DB call. As shown in FIG. 3, the agent terminal 800 makes a counseling waiting list and makes a selection (selective response) for the counseling and obtaining information (such as listening to a voice mail or querying customer information). It is possible. As shown below in FIG. 3, the selected DB call is deleted from the waiting list for consultation.

4 shows a screen configuration of an embodiment in the case of the "forced distribution" for a call. In the upper part of FIG. 4, a waiting list for consultation is made by the counseling distribution server 700, and then a popup window is displayed on the corresponding counselor terminal 800. If the counselor terminal selects it ("call"), the counselor connects to the counselor terminal and accordingly, the counseling distribution server 700 deletes the call list from the counseling waiting list.

2 is a flowchart illustrating a method for displaying a consultation waiting call list and selecting a counseling method of a contact center according to an exemplary embodiment of the present invention.

Hereinafter, the method according to the present invention using the consultation waiting call list display and the selection counseling system of the contact center configured as described above will be described.

Referring to Figure 2, the method of the present invention is a customer consultation request step (S100); Customer consultation classification step (S200); Consultation waiting list generation step (S300); It is configured to include an agent connection step (S400) and preferably further includes a re-waiting step (S500).

In the customer consultation request step (S100), a consultation request is made from the customer terminal 100 to the contact center through the communication network 200. Specifically, the customer terminal 100 may be a telephone terminal via a telephone network or a computer terminal via the Internet, each of which sends a consultation request (call or email) to the contact center.

In the customer consultation classification step S200, the consultation request transmitted in the customer consultation request step S100 is classified into a voice call, a non-voice call, and an e-mail. Specifically, first, in case of a telephone consultation request through the telephone network, check whether the customer authentication and the current consultation connection are possible through the IVR statement.

If the current counseling connection is possible, it is classified as a voice call and transmitted to the CTI server 400 with the call information. Thereafter, the CTI server 400 is transmitted to the consultation distribution server together with the consultation environment information. In the case of non-voice call that is not currently connected to the consultation (abandon call, voice mail, etc.) is classified as a DB call, the corresponding call information is left in the DB storage device 500 as a DB table. Thereafter, the counseling distribution server periodically accesses the DB storage device 500 to determine whether there is a new DB call, and if so, takes it and uses it to create a counseling waiting list. As with the non-voice call, in the case of the email consultation, the email consultation information is stored in the email server 600, and then the consultation distribution server periodically accesses the email server 600, and if there is new email consultation information, it is used to create a waiting list for consultation. do.

In the consultation waiting list generation step S300, a consultation waiting list is created based on the call information (voice call, non-voice call or email consultation information) and consultation environment information. For example, first, a counseling waiting list may be created based on corresponding call information according to the skill of counseling environment information. In the upper part of FIG. 3, two counseling waiting lists can be checked.

In this case, the counselor terminal 800 may select counseling for the call by "selection response" or "force distribution". The "selective response" and "forced distribution" are described in detail in the counseling classification server of the device portion of the present invention.

Preferably, the consultation waiting list generation step S300 may re-create the consultation waiting list by reflecting call information on the call returned through the re-waiting step S500.

In the agent connection step (S400), the counseling terminal 800 displays the counseling waiting list, and a counseling waiting item is selected (selectively responded to) by a counselor's request, or a popup window is consulted by the counseling distribution server 700. Through this floating (forced distribution) it is possible to consult with the call waiting for consultation selectively.

Re-waiting step (S500), in the case that the counselor is not suitable for the counselor after the agent connection step (S400) due to the "selective response" or "forced distribution" or if you need to change to another counselor, etc. Both voice calls and non-voice calls may be applied) to the counseling distribution server by selecting "re-wait" of the counselor terminal 800. In this case, as in the voice call or the non-voice call first entered into the counseling distribution server, the counseling waiting list is made again, and then the counseling is distributed to the counselor terminal 800. This is indicated as RQ / Trans in FIGS. 3 and 4.

The present invention described above is not limited to the above-described embodiments and the accompanying drawings, and various substitutions, modifications, and changes are possible in the art without departing from the technical spirit of the present invention. It will be clear to those of ordinary knowledge.

100: customer terminal 200: communication network
300: private exchange 400: CTI server
500: DB storage device 600: Email server
700: counseling distribution server 800: counselor terminal
S100: Customer consultation request step S200: Customer consultation classification step
S300: Step of creating a waiting list consultation S400: Step of connecting an agent
S500: Waiting step

Claims (8)

In the system in which the agent terminal selects the customer's consultation request in accordance with the skills of the agent to manage the waiting for consultation of the contact center,
A customer terminal 100 for requesting consultation to a contact center;
A communication network 200 for transmitting a consultation request from the customer terminal 100 to the contact center by wire or wirelessly;
A private exchange 300 which provides event information to the consultation request call information received from the communication network 200 and transmits the event information to the CTI server;
A CTI server 400 for transmitting the voice call information received from the private exchange 300 together with the consultation environment information to the following consultation distribution server 700;
Counseling distribution server 700 for creating a counseling waiting list through counseling environment information and call information received from the CTI server 400 and reflecting the counseling counseling status information so that the counselor terminal 800 displays the counseling waiting list. ;
As the counseling waiting list is displayed, Selective counseling waiting management system of a contact center, characterized in that it comprises a counselor terminal 800 that can selectively consult with respect to the call of the counseling waiting list,
The consultation distribution server,
The voice call is made into a waiting list according to the classification of the skill of the counseling environment information.
The counseling waiting list may be displayed in a popup window on the counselor terminal corresponding to the skill if the counseling state of the counselor terminal is waiting, or the counseling waiting list is selected on the counselor terminal by the selection of the corresponding counselor terminal. Selective consultation waiting management system of the contact center, characterized in that. delete The method of claim 1,
It further comprises a DB storage device 500 for storing the call information for the non-voice call, the DB storage device 500 is characterized in that the call waiting list is made by transmitting the stored call information to the counseling distribution server periodically Optional consultation waiting system of contact center. The method of claim 1,
And an e-mail server 600 for storing consultation information through e-mail, wherein the e-mail server 600 periodically transmits the e-mail consultation information to a consultation distribution server to create the consultation waiting list. Optional consultation waiting system in the center. The method of claim 1,
The consultation distribution server 700,
Selective counseling waiting system of the contact center, characterized in that the counseling terminal (800) to re-create the counseling waiting list for the counseling call selected by the counselor terminal (800). In the method in which the agent terminal selects a consultation request of the customer according to the skills of the agent to manage the waiting for consultation of the contact center,
A customer consultation request step of making a consultation request to the contact center through the customer terminal 100 (S100);
A customer consultation classification step (S200) in which the consultation information is transmitted or stored to the consultation distribution server 700, the DB storage device 500, or the email server 600 according to the classification of the customer consultation;
Creating a consultation waiting list through consultation call information and consultation environment information of a customer, and creating a consultation waiting list to be displayed on an agent terminal 800 by reflecting consultation status information of an agent (S300);
The counseling waiting list is displayed on the counselor terminal 800, and if the counseling state of the counselor terminal is on standby, the counseling terminal list is displayed on a counselor terminal corresponding to the skill, or, if the counseling state is not on standby, by selection of the corresponding counselor terminal. The counseling waiting list is selected in the agent terminal, and the agent counseling step of the customer contact agent connection step (S400) comprising a counseling connection between the customer and the agent in accordance with the selection of the agent terminal (800). The method of claim 6,
The customer consultation classification step (S200),
If the customer call is a voice call, the call information is sent to the call distribution server to create a call waiting list.
If the call is a non-voice call, the call information is stored in the DB storage device 500, and then the call information is transmitted to the counseling distribution server periodically to create a waiting list for consultation.
If the email consultation information, the email consultation information stored in the email server 600 after the email consultation information is periodically sent to the consultation distribution server to create a consultation waiting list of the contact center comprising a consultation waiting list. The method of claim 6,
After the agent connection step (S400),
Selective counseling management method of the contact center further comprises a re-waiting step (S500) to return to the consultation waiting list generation step (S300) by the selection of the counseling terminal 800, the counseling waiting list is made again. .

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