KR101335690B1 - System and method for call management of call center - Google Patents

Abstract

The present invention manages a customer call for the representative phone numbers of a number of registrars and improved call center system and method for easily registering the order information corresponding to the customer call based on the geographic information server The call processing system manages a call for representative phone numbers of a plurality of registered companies and exchanges an extension when a customer call is received to any one of the representative phone numbers to an extension; A database server that manages customer information and order information including a telephone number of the customer; A geographic information server providing a geographic information screen corresponding to the location information; Receiving the customer call exchanged to provide a consultation screen, provides a call interface, customer address confirmation interface and geographic information interface to the consultation screen and the customer information of the order information of the customer of the product for the location information Computer telephone integration server to connect and store with; A switching device for switching the customer call to a counselor; A counselor terminal group including a plurality of internet phones each used by a plurality of counselors; And a force system that receives the order of the product of the customer as the order information of the database server and updates the order information with information on the process after the reception.

Description

SYSTEM AND METHOD OF CALL PROCESSING IN CALL CENTER {SYSTEM AND METHOD FOR CALL MANAGEMENT OF CALL CENTER}

The present invention relates to a call processing system of a call center, and more particularly, to manage customer calls for representative phone numbers of a plurality of registrars and easily register order information corresponding to customer calls based on a geographic information server. The call processing system and method of the call center has been improved to enable.

Due to the development of wireless communication and information communication technology, existing offline services have been provided online in various forms.

In addition, a call center is in operation for product consultation, sales, delivery and after sales service.

Call centers are being used in a variety of ways, such as consultation of products, sales, delivery, and after-sales inquiries on-line or on-line.

In order to solve this problem, Korean Patent Publication No. 10-2009-0001862 discloses a method and system for operating a call center through incoming call analysis and a recording medium therefor.

Various operation methods including the above method have been introduced for smooth call center operation, but the conventional call center operation method has a problem in that it has a limitation in efficiently handling calls that occur unspecified for a large number of customers.

In addition, in order to distribute a call centered on a representative number of a call center, a voice guidance system is provided so that a customer can access a representative number and select a number to go to a counseling part corresponding to the service. However, in such a system, the customer has a problem that it takes a considerable time to be guided to go to the counseling part corresponding to his or her own, and also has a problem of being uncomfortable by being connected to the counseling part corresponding to his / her through several steps. have.

On the other hand, the conventional call center is constructed and operated as an independent system for each brand and is systemized to operate the call center corresponding to one representative phone number. However, in order to operate a call center for each brand as described above, brand-specific companies have a significant economic burden, and it is difficult to maintain and manage the system.

Accordingly, the present invention provides a call processing system of a call center that can jointly manage customer calls for representative phone numbers of a plurality of registrars and operate a POS system by easily registering product order information in response to customer calls. The purpose is to provide a method.

In addition, the present invention by linking the customer's call to the predefined counseling parts for each type of call by distinguishing the call type by referring to the customer's history information corresponding to the customer's call made of the representative phone numbers of a plurality of registered companies It is another object of the present invention to provide a call center call processing system and method for routing a customer's call so that the customer's call can be quickly distributed and the customer can be quickly and conveniently connected to a corresponding consultation part.

The call processing system of the call center according to the present invention for achieving the above object, manages the call for the representative telephone numbers of a number of registered companies and any of the representative telephone numbers through a wired or wireless process telephone network or wired and wireless Internet network An on-premises exchange to exchange to an extension when a customer call is received; A database server that manages customer information and order information including a telephone number of the customer; A geographic information server providing a geographic information screen corresponding to the location information; Receiving the customer call exchanged to provide a consultation screen, and inputs a call interface for displaying customer call information, the location information of the customer ordering goods to display a store registered as a nearby store in the location information Displaying the geographic information screen provided from the geographic information server in association with a customer address checking interface providing a function of selecting and the location information on the customer address checking interface and displaying the store and the store on the geographic information screen. A computer-telephone integrated server providing a geographic information interface on which a charge area of the customer is displayed on the consultation screen, and storing the order information of the customer of the product for the location information in connection with the customer information; A switching device for switching the customer call received at the computer integrated telephone server to connect with an agent; A counselor terminal group connected to the switching device and including a plurality of internet phones each of which is used by the counselors; And a force system that receives the order of the product of the customer as the order information of the database server and updates the order information with information on the process after the reception.

Herein, the computer integrated telephone server divides the customer address verification interface into a store selection area, an address input area, a store information area, and a building name area, and the address input area has a variable for inputting the location information of a customer. The building name area lists a building name registered as being located within a predetermined range from the location information, and the store selection area displays the stores connected to the building name listed in the building name area as a list, and the basic information about the selected store. And a variable for displaying detailed information of the store selected from the store selection area may be set.

The database server manages the consultation contents of the customer's telephone number as consultation information for each customer, and provides history information on the customer call as the consultation information. Correspondingly extracting the history information of the customer by the telephone number, analyzing the call type, and generating agent information of the counseling part corresponding to the analyzed call type to connect the customer call with the counselor of the counseling part. Control and provide the consultation screen corresponding to the call type.

On the other hand, in the call processing method of the call center according to the present invention, the customer's call is received through the wired / wireless process telephone network or the wired / wireless internet network with respect to any one of the representative telephone numbers of the registered companies applying for call reception. Receiving a telephone number of a customer for the call when exchanged with an extension; Providing a counseling screen to a counselor in a computer integrated telephone server when receiving the call of the customer; A customer interface confirmation interface and a customer address that provide a function of selecting a store by displaying a store registered as a nearby store in the location information by inputting a call interface displaying customer call information and location information of the customer ordering goods. Display the geographic information screen provided from the geographic information server in association with the input of the location information on the confirmation interface, and provide a geographic information interface on the geographic information screen in which the store and the area in charge of the store are displayed as a consultation screen. Making; And performing store registration to store the order information of the customer of the product for the location information in connection with the customer information when the store selection is made.

Here, as the telephone number where the customer call is made with reference to the database server that manages the consultation contents of the customer's telephone number as the customer-specific consultation information and provides the history information on the customer call as the consultation information. Extracting the history information of the customer to analyze a call type; Generating agent information of a counseling part corresponding to the call type and controlling to connect the customer call with the counselor of the counseling part; And providing the counseling screen corresponding to the call type.

Therefore, according to the present invention, a system for implementing a call center is economically maintained and managed as a system is implemented so that a customer call for representative phone numbers of a plurality of registrars can be jointly classified and responded to in one call center. It is possible to easily register the location information of the customer by using the geographic information server has the effect of improving the efficiency of the call center.

In addition, according to the present invention, since the connection to the customer call can be determined by determining the call type of the customer call to the predefined counseling part and the agent, the connection to the call can be effectively distributed.

As described above, the connection to the customer call in the call center can be efficiently distributed, so that the customer can be connected to the counseling part corresponding to him in a short time without any troublesome procedure, thereby providing convenience in use.

1 is a block diagram showing a preferred embodiment of a call processing system of a call center according to the present invention.
2 is a flowchart illustrating a call processing method corresponding to a customer call performed by FIG. 1.
3 is an example of a history information table stored in a database server.
4 is a flowchart illustrating a method of registering a store in response to a customer call using a consultation screen.
5 shows an example of a screen for an example of a call interface.
6 is a screen example of an example of a customer address verification interface.
7 and 8 illustrate screen examples of an example of a geographic information interface.

Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings. However, it should be understood that the following embodiments are provided so that those skilled in the art will be able to fully understand the present invention, and that various modifications may be made without departing from the scope of the present invention. It is not.

The present invention can be implemented as an embodiment for providing a system for operating a call center of the integrated environment for registrars providing order services.

Here, the order service refers to a service that sells, delivers, and delivers a product according to a telephone order, and a variety of brands such as pizza and chicken may be included as registered companies.

These registrars can have a representative phone number for phone orders, operate multiple chain stores affiliated by region, and multiple chain stores use one representative phone number to process orders and respond to customer calls. By delivering an order to a store close to the customer's location, the customer delivers and delivers the order.

To this end, the call processing system of the call center according to the present invention may be configured as shown in FIG. 1.

In FIG. 1, a user terminal may include a wired telephone, a mobile telephone, a smartphone, a wired internet terminal, and a wireless internet terminal that a customer can use to perform a customer call.

Here, the landline telephone is to perform a call through a general wired public telephone network, the mobile telephone is to perform a call through a general wireless public telephone network, and a smartphone is accessible to a general wireless public telephone network or a wireless Internet network. The Internet terminal is connected to a wired Internet network through a wired network like a desktop computer, and the wireless Internet terminal is connected to a wireless Internet network through a wireless network such as a Wi-Fi as a tablet.

In the present invention, a wired public telephone network and a wireless public telephone network are collectively referred to as a wired and wireless telephone network 10, and a wired internet network and a wireless internet network are collectively referred to as a wired and wireless internet network 12.

Embodiments according to the present invention include an on-premises exchange 20, a computer telephone integration server 22, a geographic information server 23, a database server 24, a switching device 26, which are mutually communicated on the same network. The E POS system 28 can be operated together on a network, and the POS system 28 forms an integrated operating system using a plurality of POS terminals (PT) and a network (such as the Internet or a dedicated network) operated in a store. have.

As described above, the private branch eXchange (PBX) manages the representative telephone numbers of a plurality of registrars and is installed in the subscriber's premises, so that trunk lines, extensions and extensions of customer calls for each representative telephone numbers are established. A device that performs a switched connection between them.

In addition, Computer Telephony Integration (CTI) is a system for efficiently distributing and managing calls coming into the station by combining a computer and a telephone, and detailed information about a customer who calls a computer screen of an agent (telemarketer). Is a device that can provide a consultation screen provided in real time.

The geographic information server 23 is a server that provides geographic information corresponding to the location information requested by the computer integrated telephone server 22 as a map, and the switching device 26 (PoE (Power over Ethernet) is a plurality of Ethernets). LAN cable can be connected by port, and it is a device that can centrally manage power by transmitting DC power over long distance as well as transmitting data to Ethernet LAN cable.

In the above-described configuration, the wired / wireless public telephone network 10 is connected to the network through the gateway 14, and the gateway 14 is preferably set to a VoIP function for communication through a network operated based on an Internet protocol.

The customer call through the gateway 14 described above may be made using a user terminal connected to the wired / wireless public telephone network 10 or the wired / wireless internet network 12 connected to the network, and may be received at the premises exchange 20 on the network. have.

On the other hand, the Internet phone 30 of the counselor forming the counselor terminal group connected to the switching device 26 may be divided into a plurality of counseling parts (32, 34, 36). In this case, the counseling parts 32, 34, and 36 may be defined as matching the call types described below.

The call type can be set in various ways depending on the product handled by the call center or the distribution policy of the call.

For example, if a call center is operated to implement a delivery service that delivers goods, such as pizza, the customer may make a call attempt to place an order (order), or inquire about additional orders or delayed delivery after placing an order. A call attempt may be performed to inquire about a defect or other matter of a delivered product after the delivery is completed (inquiry after ordering) or after the delivery is completed (inquiry after delivery).

Here, the call type can be defined as 'Order', 'Post-Order Inquiry', and 'Post-Inquiry Inquiry', and the first time a customer attempts a call without an order history matches the call type with 'Order'. If the customer calls after the order is not complete, the call type can be matched with the 'inquiry after order', and the customer calling after the delivery completes the call type with the 'inquiry after delivery' can do.

In response to the above call type, the consultation part 32 is defined to respond to a call of a customer whose call type corresponds to an 'order', and the consultation part 34 defines a customer's call type corresponding to a 'contact after order'. The call part 36 is defined to answer a call, and the counseling part 36 may be defined to respond to a call of a customer whose call type corresponds to a 'post-delivery inquiry'.

The number of counselors, i.e., the Internet phone 30, arranged for each counseling part 32, 34, and 36 may be set differently from each other in consideration of the frequency of the call.

On the other hand, the POS system 28 may be implemented as a system for the sale and settlement of goods through communication with a plurality of POS terminals (PT) connected through a separate network, where the POS terminal PT in each store It is installed, the force system 29 has a function of managing orders and sales by the force terminal PT of a plurality of stores. In addition, although only one illustrated in FIG. 1 is provided for convenience of description, the POS system 28 configures a POS system 28 for the sale of a product corresponding to each of a plurality of registered companies, and the database server 24 through a network. ) Can be configured to share.

First, the configuration and operation of the embodiment will be described with reference to FIGS. 2 and 3.

The database server 24 may be configured to manage the telephone number and the counseling content of the customer call as the customer-specific counseling information and provide history information about the customer's call as the counseling information.

Figure 3 is intended to illustrate the call of the phone number '010-2345-6789', there was a customer call to the representative phone number of a particular registrar and because there is no sales information at the time of the initial customer call consultation content is processed and consulted The part is registered as 'receipt team', and the sales information is checked for delivery at the second phone call, so the consultation is processed as an additional order, and the consultation part is registered as ordering team, and the sales information at the third phone call. Is checked as completed, the consultation is handled as a delivery error and the consultation part is registered as a follow-up team.

As shown in FIG. 3, the counseling part may be determined based on the sales information, or the counseling part may be determined according to the number of call attempts. When the counseling part is determined according to the number of call attempts, the call may be set to connect to the reception team in the first case, the ordering team in the second case, and the post-management team in the third case.

Here, the receptionist team may correspond to the case where the call type is defined as' order ', the ordering team may correspond to the case where the call type is defined as' Post-Order', and the post-management team may refer to ' This may be the case as defined in the inquiry after delivery.

On the other hand, the local exchange 20 is a representative telephone received by exchanging to the extension when a customer call is received for the trunk line of the representative telephone numbers of a plurality of registered companies through the wired or wireless public telephone network (10) or wired and wireless Internet network (12) The customer call is connected to the computer telephone integration server 22 while the number and the telephone number of the customer are transmitted to the computer telephone integration server 22 (S10).

Thereafter, the computer phone integration server 22 receives the representative phone number and the customer's phone number for the customer call (S12), and manages the customer's phone number and the consultation content for the representative phone number as the customer-specific counseling information and the counseling. After analyzing the call type by extracting the customer history information from the database server 24 which provides the history information on the customer call as the information (S14) and generates the agent information of the counseling part corresponding to the analyzed call type and the agent information. Attempts to connect the specific agent and the customer call corresponding to (S16).

That is, if the call type corresponds to any one of the above-described 'order', 'after-order' and 'after-delivery', the customer call is made to the order team (e.g., consultation part 32) and the ordering team (e.g., consultation part). (34)) or post-processing team (e.g., counseling part 36).

At this time, the computer phone integration server 22 provides a counselor screen corresponding to the representative phone number, that is, the registered company and the call type, to the specific counselor corresponding to the agent information (S18).

That is, when the computer telephony integration server 22 provides the agent information, the switching device 26 transfers the customer call transmitted from the computer telephony integration server 22 to the specific agent corresponding to the agent information of the counseling part corresponding to the call type. Switch to connect.

By the switching of the switching device 26, a plurality of customer calls are connected to the switching device 26 in parallel and connected to the Internet phone 30 of the corresponding specific counselor among the counselors divided into a plurality of counseling parts. .

When the customer call is connected to his Internet phone 30 as described above, the counselor consults with the customer about the product order and consults the consultation screen, and when the consultation ends (S20), the counseling content of the current customer phone is registered ( S22).

As described above, the consultation contents of the customer may be registered in the database server 24, and when the consultation contents for the order are registered, the contents of the orders may be delivered to the force system 29 sharing the database server 24. The delivery of the order contents as described above may be performed by a program for real-time order inquiry of the force system 29 for querying the database server 24.

On the other hand, the computer phone integration server 22 that receives the customer's telephone number and the registrant's representative telephone number from the local exchange in response to the customer call in the above-described process, refer to the geographic information server 23 and the database server 24. To provide a counseling screen to the counselor. This will be described with reference to FIGS. 4 to 8.

First, the computer integrated telephone server provides a call interface 100 (FIG. 5), a customer address verification interface 200 (FIG. 6), and a geographic information interface 300 (FIGS. 7 and 8) as consultation screens.

Here, the call interface 100 of FIG. 5 displays a brand area 102 in which a brand for each registered company is registered, a call confirmation area 104 for displaying a brand and a representative phone number where a customer call is generated, and a caller, that is, customer information. It may be configured to include the calling display area 106, and in recitation, the calling display area 106 includes the calling party number (customer's phone number), family card, customer name and address, etc. It can be set to be displayed in the variable area.

And, the customer address confirmation interface 200 of FIG. 6 provides a function of selecting a store by displaying a store registered as a nearby store in the location information when inputting the location information of the customer who orders the product. It may be divided into an area 202, an address input area 204, a store information area 206, and a building name area 208.

Here, the address input area 204 is set a number of variables (city, district, dong, street, building, etc.) for entering the location information of the customer, the building name area 208 is located within a predetermined range from the location information The building name registered as can be listed. Here, the building names displayed as a list in the building name area 208 are displayed with reference to those registered in the geographic information server 23 by matching the location information.

In addition, the store selection area 202 may display an area displaying a list of stores connected to a building name listed in the building name area and basic information (store name, address, and availability) of the selected store.

In the store information area 206, a variable for displaying detailed information (store phone number, business hours, etc.) of the store selected in the store selection area 202 may be set, and displayed in the store information area 206. The data of the variable region to be displayed may be displayed with reference to the contents registered in advance in the database server 24.

Meanwhile, the geographic information interface 300 displays a geographic information screen provided from the geographic information server 23 in association with the input of location information on the customer address confirmation interface 200, and stores and a responsible area of the store on the geographic information screen. This may be displayed as shown in FIGS. 7 and 8.

That is, as the customer call of the customer is exchanged by the premises exchange 20, when the computer telephone integration server 22 performs an extension connection and analyzes the call type and connects with an agent, the computer telephone integration server 22 displays the consultation screen. To the counselor.

According to the consultation screen, the representative phone number and the customer's phone number are displayed through the call interface 100 of FIG. 5 (S30). The agent may check the registered company to which the customer call is connected as a brand and a representative telephone number that are activated in the call confirmation area 104 among the brands included in the brand area 102 of the call interface 100 of FIG. Referring to 106, some information of the customer who made the customer call (phone number, customer name and customer address, etc.) can be checked. Of course, some information of the customer may be displayed in the corresponding variable area of the origin display area 106 when registered with the database server 24.

When the call interface 100 is displayed, an agent may perform an operation for inputting an address for delivery or delivery of a product. Accordingly, the computer phone integration server 22 may perform the customer address confirmation interface 200 of FIG. 6. In other words, the customer address screen is provided (S32).

In the state in which the customer address confirmation interface 200 is displayed, the counselor may set location information where the customer will receive or deliver the product (S34). The location information may be input by inputting a counselor's address and selecting a building name, and the counselor may input location information while consulting with a customer who has made a customer call.

Here, the counselor may input the location information to the multiple variable areas displayed in the address input area 204 by inputting city, district, dong and street addresses or selecting a building, and the registration is located within a predetermined range from the location information. The building name can be listed in the building name area 208.

In response, the counselor may select a building name to select location information to receive or deliver the customer's goods.

As described above, when the location information is input by the counselor, a registered building name located within a predetermined range from the location information may be listed in the building name area 208, and one or more stores connected to the building name may be displayed in the store selection area 202. have.

On the other hand, when the location information is input by the counselor and the building name is selected (S34) in conjunction with the geo-information interface 300 is provided in conjunction with this, the map of the store location can be displayed as shown in Fig. 7 or 8 (S36). .

The agent may select a store corresponding to the location information where the customer wants to deliver or deliver the product while maintaining a call with the customer (S38). When the store is selected, the delivery area for each store is displayed on the map as shown in FIG. 7 or 8. It may be provided (S40).

By the above-described process, the agent maintains a call with the customer and completes the selection of the location information to which the customer wants to deliver the product (S42). It may be registered at (S42).

As described above, the present invention can respond to a customer call made up of a representative phone number registered for each of a plurality of brands by a registered company, and can easily register the location information and a store where a product corresponding to the customer call is desired to be delivered. The call center can be operated efficiently.

In addition, when the customer calls the call center, the call center determines the call type of the customer call and may be connected to a counseling part and an agent predefined for each call type, thereby effectively distributing the customer call.

As the call of the customer is distributed according to the call type, the customer may be connected to the corresponding counseling part in a short time without any troublesome procedures, thereby providing convenience in use.

10: wired and wireless public telephone network 12: wired and wireless internet network
14: gateway 20: branch exchange
22: computer integrated telephone server 23: geographic information server
24: database server 26: switching device
28: Internet Shopping Mall Server 29: POS System
30: counselor Internet phone 32, 34, 36: consultation part

Claims (5)

An on-premises exchange that manages calls to representative telephone numbers of a plurality of registrars and exchanges them with an extension when a customer call is received to any one of the representative telephone numbers through a wired / wireless public telephone network or a wired / wireless internet network;
A database server that manages customer information and order information including a telephone number of the customer;
A geographic information server providing a geographic information screen corresponding to the location information;
Receiving the customer call exchanged to provide a consultation screen, and inputs a call interface for displaying customer call information, the location information of the customer ordering goods to display a store registered as a nearby store in the location information Displaying the geographic information screen provided from the geographic information server in association with a customer address checking interface providing a function of selecting and the location information on the customer address checking interface and displaying the store and the store on the geographic information screen. A computer-telephone integrated server providing a geographic information interface on which a charge area of the user is displayed on the consultation screen, and storing the customer's order information of the product for the location information in connection with customer information;
A switching device for switching the customer call received at the computer integrated telephone server to connect with an agent;
A counselor terminal group connected to the switching device and including a plurality of internet phones each of which is used by the counselors; And
A force system for accepting an order of the product of the customer as the order information of the database server and updating the order information with information on a process after the reception;
The database server manages the counseling content of the customer's telephone number as the customer-specific counseling information, and provides history information on the customer call as the counseling information. The computer-telephone integrated server responds to the customer call. And extracting the history information of the customer by the phone number, analyzing the call type, generating agent information of the counseling part corresponding to the analyzed call type, and controlling to connect the customer call with the counselor of the counseling part. Providing the consultation screen corresponding to the call type;
The call type includes at least one of an order, a post-order inquiry, a post-delivery inquiry,
The consultation part corresponding to the call type may include at least one of a reception team, an ordering team, and a post management team.
The call type and the consultation part correspond to the order-consulting part, the post-order inquiry-reception team, the post-delivery inquiry-aftercare team,
The order is a customer first attempt to call in the absence of the order history of the customer, the inquiry after the order is a customer attempts to call in a state in which delivery is not completed after the order, the inquiry after the delivery is And the customer attempts to call after the goods have been delivered to the customer.
The method according to claim 1,
The computer telephony integration server provides the customer address verification interface,
The customer address confirmation interface is divided into a store selection area, an address input area, a store information area, and a building name area.
In the address input area, a variable for inputting the location information of a customer is set, and the building name area lists a building name registered to be located within a predetermined range from the location information, and the store selection area is listed in the building name area. A call processing system of a call center in which a list of stores connected to a building name is displayed as a list, basic information about the selected store is displayed, and the store information area is set to display a detailed information of the store selected in the store selection area. .
delete In the call processing method of the call center executed in the call processing system of the call center,
When a customer's call is received through wired / wireless public telephone network or wired / wireless internet network for any one of the representative telephone numbers of the registrars who applied to receive a call, the customer's telephone number for the call is received. Doing;
Providing a counseling screen to a counselor in a computer integrated telephone server when receiving the call of the customer;
A customer interface confirmation interface and a customer address that provide a function of selecting a store by displaying a store registered as a nearby store in the location information by inputting a call interface displaying customer call information and location information of the customer ordering goods. Displays a geographic information screen provided from a geographic information server that provides a geographic information screen corresponding to the location information in association with the input of the location information on the confirmation interface, and displays the store and the area in charge of the store on the geographic information screen. Providing a geographic information interface as a consultation screen; And
And performing a store registration to store the customer's order information of the product for the location information in connection with customer information when the store selection is made,
The providing of a counseling screen to a counselor in the computer integrated telephone server may include: a database server configured to manage counseling contents of the customer's telephone number as counseling information for each client and provide historical information about the customer call as the counseling information; The call information is extracted by analyzing the call type by extracting the history information of the customer from the telephone number where the customer call is made, and generating the agent information of the counseling part corresponding to the call type. By controlling to connect with a counselor and providing the consultation screen corresponding to the call type,
The call type includes at least one of an order, a post-order inquiry, a post-delivery inquiry,
The consultation part corresponding to the call type may include at least one of a reception team, an ordering team, and a post management team.
The call type and the consultation part correspond to the order-consulting part, the post-order inquiry-reception team, the post-delivery inquiry-aftercare team,
The order is a customer first attempt to call in the absence of the order history of the customer, the inquiry after the order is a customer attempts to call in a state in which delivery is not completed after the order, the inquiry after the delivery is After the goods have been delivered to the customer, the customer attempts to call. delete

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