WO2009113294A1 - Dispositif de traitement d'informations, procédé de commande de dispositif de traitement d'informations, programme et système de traitement d'informations - Google Patents

Dispositif de traitement d'informations, procédé de commande de dispositif de traitement d'informations, programme et système de traitement d'informations Download PDF

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Publication number
WO2009113294A1
WO2009113294A1 PCT/JP2009/001056 JP2009001056W WO2009113294A1 WO 2009113294 A1 WO2009113294 A1 WO 2009113294A1 JP 2009001056 W JP2009001056 W JP 2009001056W WO 2009113294 A1 WO2009113294 A1 WO 2009113294A1
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WIPO (PCT)
Prior art keywords
person
charge
call
session information
information
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PCT/JP2009/001056
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English (en)
Japanese (ja)
Inventor
島村栄
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日本電気株式会社
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Publication date
Application filed by 日本電気株式会社 filed Critical 日本電気株式会社
Priority to JP2010502719A priority Critical patent/JPWO2009113294A1/ja
Publication of WO2009113294A1 publication Critical patent/WO2009113294A1/fr

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/58—Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party

Definitions

  • the present invention relates to an information processing apparatus, an information processing apparatus control method, a program, and an information processing system.
  • An information processing system for example, an IT (Information Technology) -based online business system
  • IT Information Technology
  • Such an information processing system performs various types of information processing to support the person in charge. For example, recording of the contents of a call with a customer, searching for past similar inquiry contents, and presenting a solution that satisfies the customer's request.
  • FIG. 1 An example of the configuration of such an information processing system is shown in FIG. 1
  • the customer calls the representative telephone number of the contact center 5001 using the call terminal 5021. Then, the communication infrastructure 5500 transfers the telephone from this representative telephone number to the reception that is free at that time. Then, the reception starts a call with the customer by the dedicated business client 5051 with a call function.
  • reception is performed by accessing the business server 5010 connected to the dedicated business client 5051 via the network from the dedicated business client 5051, and using the dedicated business application 5011 executed on the business server 5010.
  • Information based on the phone call is input and stored in the data storage unit 5012.
  • the reception can receive support for customer service using the information processing system.
  • the receptionist may request a specialist counselor such as an expert or a qualified person to respond to the customer. This is also called escalation.
  • the reception temporarily stores the consultation content input from the dedicated business client 5051 in the data storage unit 5012 using the function of the dedicated business application 5011. After that, the receptionist transfers the call with the customer to the dedicated business client 5061 possessed by the professional consultant. Specifically, the dedicated business client 5051 makes a call transfer request to the communication infrastructure 5500 and the dedicated business application 5011.
  • the specialist counselor takes over the call with the customer from the reception and answers the question from the customer or accepts the consultation.
  • the professional counselor handles the consultation while browsing the consultation content input to the data storage unit 5012 via the dedicated business application 5011 using the dedicated business client 5061. Further, the continuation of the consultation content from the customer is input to the data storage unit 5012.
  • An object of the present invention is to provide an information processing apparatus, a control method for the information processing apparatus, a program, and an information processing system that can be effectively transferred to a telephone call terminal.
  • the present invention relates to identification information and information processing of a person-in-charge call device from each person-in-charge call device to which a call line is connected to a call partner device among a plurality of person-in-charge call devices.
  • An execution request receiving unit that receives the execution request, an information processing executing unit that executes information processing according to the execution request received by the execution request receiving unit, and generates session information along with the information processing,
  • a session information table for storing at least one of the session information transmitted from the transmitted person-in-call communication device in association with each other;
  • a transfer detection unit that detects that a call has been transferred from one caller device in charge to another caller device, and the session when the transfer is detected by the transfer detection unit.
  • a session information takeover unit for transmitting session information stored in the session information table in association with the identification information to the other call device for the person in charge when the identification information of the call device for the person in charge is received.
  • an information processing apparatus characterized by comprising:
  • the present invention provides information processing in response to an information processing execution request transmitted from each of the person-in-charge call devices connected to the other party's call device among the plurality of person-in-charge call devices. Is executed in response to the execution request and the identification information of the call device for the person in charge transmitted from the call device for the person in charge who has transmitted the execution request. Session information for storing in association with at least one of session information generated from the information processing and session information transmitted from the call device for the person in charge who transmitted the execution request.
  • a method of controlling an information processing device having a table wherein the information processing device is connected to a communication device for one person in charge from a communication device for one person in charge among the plurality of communication devices for a person in charge.
  • the information processing device uses the identification information of the one call device for the person in charge stored in the session information table as the other information.
  • the information processing device receives the identification information of the call device for the person in charge from the other call device for the person in charge, the information is associated with the identification information.
  • the present invention provides information processing in response to an information processing execution request transmitted from each of the person-in-charge call devices connected to the other party's call device among the plurality of person-in-charge call devices. Is executed in response to the execution request and the identification information of the call device for the person in charge transmitted from the call device for the person in charge who has transmitted the execution request. Session information for storing in association with at least one of session information generated from the information processing and session information transmitted from the call device for the person in charge who transmitted the execution request.
  • the information processing device having a table detects that a call has been transferred from one of the plurality of person-in-charge call devices to the other person-in-call communication device.
  • Processing and when detecting the transfer, processing for updating the identification information of the one person call device stored in the session information table to the identification information of the other person call device,
  • the session information stored in the session information table in association with the identification information is used for the other person in charge of the person in charge.
  • the present invention is also an information processing system configured such that a plurality of person-in-charge communication devices and an information processing apparatus are connected to be able to communicate with each other, and the information processing apparatus includes a plurality of person in charge The identification information of the call device for the person in charge and the information processing execution request are received from each of the call devices for the person in charge connected to the call device of the other party of the call.
  • An execution request receiving unit an information processing executing unit that executes information processing according to the execution request received by the execution request receiving unit, and generates session information along with the information processing, and a person in charge who has transmitted the execution request
  • the identification information of the person-in-charge telephone device transmitted from the telephone apparatus, the session information generated along with the information processing executed in response to the execution request, and the person-in-call telephone device that transmitted the execution request Sent A session information table for storing at least one of the session information in association with each other, and another person in charge from one of the plurality of person-in-charge communication devices
  • a transfer detection unit for detecting that the call has been transferred to the telephone call device; and when the transfer is detected by the transfer detection unit, the call device for the one person in charge stored in the session information table
  • the identification information of the call device for the person in charge is received from the session information table update unit for updating the identification information to the identification information of the other person-in-charge call device and the call device for the other person in charge
  • a session information takeover unit for transmit
  • FIG. 1 is a block diagram showing a configuration of an information processing system 200 according to the present embodiment
  • FIG. 2 is a diagram showing a configuration of a session information table (session information table) 1000 provided in the business server 100 of the information processing system 200.
  • the information processing apparatus (for example, the business server 100) according to the present embodiment is a communication partner (for example, among a plurality of person-in-charge communication apparatuses (for example, a plurality of reception-side systems 59 and a plurality of specialized counselor-side systems 69).
  • a communication partner for example, among a plurality of person-in-charge communication apparatuses (for example, a plurality of reception-side systems 59 and a plurality of specialized counselor-side systems 69).
  • Customer's call device for example, customer-side system 29
  • each person-in-charge call device connected to the call line identification information (for example, telephone number) of the person-in-charge call device and information
  • An execution request receiving unit business application execution unit 110 that receives a process execution request and an execution request receiving unit (business application execution unit 110) execute information processing according to the execution request received
  • Information processing execution unit business application execution unit 110 that generates session information and the person in charge sent from the call device for the person in charge who sent the execution request Communication device identification information, session information generated along with the information processing executed in response to the execution request, and session information transmitted from the call device for the person in charge who transmitted the execution request
  • a session information table for example, the session information table 1000 (FIG.
  • a transfer detection unit for example, the communication infrastructure notification receiving unit 102 that detects that a call is transferred from the reception side system 59) to another person-in-charge communication device (for example, the specialist counselor side system 69);
  • the transfer detection unit the identification information of the call device for one person in charge stored in the session information table is used as the other person in charge.
  • the identification information of the call device for the person in charge is received from the session information table update unit (session information management unit 101) for updating the identification information of the call device and the other person-in-charge call device, the identification information A session information takeover unit (session information management unit 101) for transmitting the session information stored in the session information table in association with the other call device for the person in charge.
  • a call partner for example, a customer among a plurality of person-in-charge call apparatuses (for example, a plurality of reception side systems 59 and a plurality of expert counselor side systems 69).
  • Information processing is executed in response to an information processing execution request transmitted from each of the person-in-charge communication devices connected to the telephone line (for example, the customer-side system 29) and the call line.
  • Identification information for example, telephone number
  • the person-in-charge communication device transmitted from the person-in-charge communication device that generated the session information and transmitted the execution request
  • a method for controlling an information processing apparatus having a session information table (for example, session information table 1000 (FIG. 2)) to be added and stored, wherein the information processing apparatus is used for the plurality of persons in charge Detecting that a call has been transferred from one of the communication devices for a person in charge (for example, the reception system 59) to another communication device for a person in charge (for example, the specialist counselor side system 69);
  • the information processing device updates the identification information of the one person-in-charge call device stored in the session information table to the identification information of the other person-in-charge communication device
  • the information processing device receives the identification information of the person-in-charge call device from the other person-in-charge call device, the information processing device records the information in the session information table in association with the identification information.
  • the session information is, transmitting to the other person for intercom.
  • the program according to the present embodiment is a phone call device (for example, customer-side system 29) among a plurality of person-in-charge call devices (for example, a plurality of reception-side systems 59 and a plurality of specialist counselor-side systems 69).
  • a phone call device for example, customer-side system 29
  • a plurality of person-in-charge call devices for example, a plurality of reception-side systems 59 and a plurality of specialist counselor-side systems 69.
  • the call device for the person in charge to which the call line is connected information processing is executed in response to an execution request of information processing transmitted from each of the call devices for persons in charge, session information is generated along with the information processing, and the execution request is Identification information (for example, telephone number) of the person-in-charge call device transmitted from the person-in-charge call device, the session information generated along with the information processing executed in response to the execution request, and the information Session information for storing in association with at least one of session information transmitted from the call device for the person in charge who has transmitted the execution request
  • An information processing device for example, business server 100 having a table (for example, session information table 1000 (FIG. 2)) is connected to one of the plurality of personnel communication devices (for example, a reception side).
  • the process of updating the identification information of the one person-in-charge call device to the identification information of the other person-in-charge call device, and the identification information of the person-in-charge call device from the other person-in-charge call device A process for transmitting the session information stored in the session information table in association with the identification information to the other call device for the person in charge when received. Is a program.
  • the information processing system 200 includes a plurality of person-in-charge call devices (for example, a plurality of reception side systems 59 and a plurality of specialized counselor side systems 69), and an information processing device (for example, the business server 100). ) Are connected to each other so as to be communicable with each other, and the information processing apparatus includes a plurality of person-in-charge communication devices (for example, a plurality of reception side systems 59 and a plurality of specialized consultations).
  • the person-in-charge communication devices connected to the telephone line (for example, customer-side system 29) of the other party (for example, customer-side system 29) of the other party in the person-side system 69).
  • ID information for example, telephone number
  • business application executing unit 110 an execution request receiving unit
  • business application business application
  • Information processing execution unit business application execution unit 110 that executes information processing in response to the execution request received by the application execution unit 110) and generates session information along with the information processing, and the person in charge who has transmitted the execution request
  • a session information table for example, session information table 1000 (FIG.
  • a transfer detection unit for example, the communication infrastructure notification receiving unit 102 that detects that a call has been transferred, and the one person in charge stored in the session information table when the transfer detection unit detects the transfer Session information table update unit (session information management unit 101) for updating the identification information of the communication device for the caller to the identification information of the call device for the other chargeable person, and the call for the person in charge from the other call device for the chargeable person
  • a session information takeover unit (session information management unit) that, when receiving device identification information, transmits session information stored in the session information table in association with the identification information to the other person-in-charge call device. 101), and each of the person-in-charge call devices transmits the execution request including identification information of the person-in-
  • the information processing system 200 is provided in a contact center of a company, for example.
  • the information processing system 200 is not limited to this example, and may be provided other than the contact center.
  • the contact center is a department that is set up as, for example, a customer service desk for companies, and is responsible for responding to various opinions, requests, and questions received from customers by telephone.
  • the contact person in charge at the contact center accepts not only the person who primarily handles customers (hereinafter also referred to as “reception”), but also the reception person who cannot handle the reception.
  • reception the person who primarily handles customers
  • reception There is a person in charge who responds secondarily (hereinafter also referred to as “specialized counselor”).
  • the specialist counselor is in charge of, for example, the reception supervisor.
  • the contents of requests from customers and the contents of responses by the person in charge at each window are recorded in the information processing system 200 as needed.
  • An information processing system 200 includes a business server 100 as an information processing device, a reception side system 59 as a call device, and a professional counselor side system 69 as a call device. .
  • the information processing system 200 is connected to the customer side system 29 via a communication infrastructure 500 as an exchange.
  • the business server 100 is a computer that executes various types of information processing for the reception and professional counselors to perform customer service.
  • the information processing includes, for example, the date and time when the customer calls the contact center, the request from the customer and the content of the consultation, the reception of the request, the recording of the response content by the professional counselor, the customer Auxiliary information necessary to respond to customer requests, search processing for past similar requests, etc.
  • the business server 100 includes a session information management unit 101, a communication infrastructure notification reception unit 102 as a transfer detection unit, and a business application execution unit 110 that functions as an execution request reception unit and an information processing execution unit.
  • the session information management unit 101 functions as a session information table update unit, a session information takeover unit, and a session information registration unit. Furthermore, the session information management unit 101 includes a session information table (session information table) 1000 (FIG. 2) described later.
  • the business application execution unit 110 executes, for example, a Web application program installed in the business server 100 and communicates with the reception-side system 59 and the specialist counselor-side system 69, respectively. Executes various types of information processing for handling business
  • the business application execution unit 110 is provided as a Web application provided on WWW (World Wide Web).
  • the session information management unit 101 receives the contents inputted into the reception side system 59 as reception records for the customer, the contents inputted into the professional counselor side system 69 as the reception records by the professional consultant, Information (hereinafter referred to as session information) generated along with the information processing executed for the reception and specialist counselors to perform customer service operations, such as access history, is recorded in the session information table 1000 described later. Let them manage.
  • the session information is included in requests (information processing execution requests) transmitted from the reception side system 59 and the professional consultant side system 69 to the business server 100, for example.
  • the business application execution of the business server 100 is executed in response to a request from the reception side system 59 or the specialist counselor side system 69.
  • Session information (execution result of information processing to be described later) generated by the business application execution unit 110 accompanying the information processing executed by the unit 110 is also included.
  • the session information is sequentially stored in session information objects that are generated and managed for each receptionist and specialized consultant. For example, when the reception inputs the request contents from the customer to the reception side system 59, requests including the contents are sequentially transmitted from the reception side system 59 to the business server 100, and the session information management unit 101 receives each request. The included session information is sequentially accumulated in the reception session information object.
  • the session information management unit 101 uses the contents (session information) stored in the session information object of the reception as the session information of the professional consultant. Reflect to the object.
  • the request transmitted from the reception side system 59 to the business server 100 includes identification information (Identification) of the reception side system 59.
  • the request transmitted from the specialized counselor side system 69 to the business server 100 includes the identification information of the specialized counselor side system 69.
  • the session information management unit 101 manages each session information using a session information table (session information table) 1000 to be described later. In this management, identification information included in each request is used as an index.
  • the identification information of the reception side system 59 can be, for example, identification information (for example, an IP (Internet Protocol) address or a MAC (Media Access Control) address) of the business client 55 configuring the reception side system 59.
  • the identification information of the reception side system 59 may be a telephone number (external line number, extension number, etc.) uniquely assigned to the call terminal 52 constituting the reception side system 59 together with the business client 55.
  • the identification information of the professional counselor side system 69 is, for example, the identification information of the business client 65 constituting the professional counselor side system 69 or the call terminal 62 constituting the professional counselor side system 69 together with the business client 65.
  • the telephone number can be uniquely assigned to the telephone number.
  • the identification information of the reception side system 59 is a telephone number assigned to the call terminal 52
  • the identification information of the expert counselor side system 69 is the telephone number assigned to the call terminal 62.
  • the communication infrastructure notification receiving unit 102 receives various control information transmitted from the communication infrastructure 500 and notifies the session information management unit 101 of the various control information.
  • control information includes incoming and outgoing call notifications that are notified when a telephone line is connected between the customer and the reception.
  • the communication infrastructure notification receiving unit 102 can detect that the call has been transferred from the reception-side system 59 to the professional counselor-side system 69 by receiving the control information.
  • session information management unit 101 and the communication infrastructure notification reception unit 102 function as middleware for the business application execution unit 110.
  • the reception-side system 59 is a computer system that is used for receiving a call from a customer primarily, and includes a call terminal 52 and a business client (execution request transmission unit) 55.
  • a plurality of receptions may be registered in the contact center.
  • the reception side system 59 may be provided for each reception.
  • the call terminal 52 is constituted by a telephone represented by a private telephone having a call transfer function, for example.
  • a headphone and a microphone are connected to the telephone, and the reception may be configured to perform a conversation with a customer using the headphone and the microphone.
  • the business client 55 includes, for example, a computer, a keyboard, a mouse, a monitor, and the like.
  • a browser such as Internet Explorer (registered trademark) of Microsoft Corporation or Firefox (registered trademark) of Mozilla Foundation is installed on the computer constituting the business client 55.
  • the business client 55 includes the content (session information) input from the computer from the keyboard or mouse upon reception, and transmits the request to the business server 100 that executes the Web application program.
  • the business client 55 displays various information including the session information transmitted from the business server 100 on the monitor.
  • the request transmitted from the business client 55 to the business server 100 may include a request for recording a consultation content from a customer, a search request for information necessary for answering the customer, and the like.
  • the business client 55 includes the identification information of the receiving system 59 in the request transmitted to the business server 100.
  • the specialized counselor-side system 69 is a computer system used by a specialized counselor who performs a higher level of response than reception, and includes a call terminal 62 and a business client (execution request transmission unit) 65.
  • the configuration and function of the call terminal 62 of the professional counselor side system 69 are the same as the configuration and function of the call terminal 52 of the reception side system 59, and the configuration and function of the business client 65 of the professional counselor side system 69 are the reception side.
  • the configuration and function of the business client 55 of the system 59 are the same.
  • a plurality of specialized counselors may be present in the contact center.
  • the specialized counselor system 69 may be provided for each specialized counselor.
  • the communication infrastructure 500 is a computer for realizing a call between a customer, a receptionist, and a professional consultant.
  • a computer for realizing a call between a customer, a receptionist, and a professional consultant.
  • it can be configured by a local PBX (Private Branch eXchange) device that supports SIP (Session (Initiation Protocol).
  • PBX Primary Branch eXchange
  • SIP Session (Initiation Protocol).
  • the communication infrastructure 500 transmits various control information such as incoming / outgoing call notification when the telephone line is connected between the customer and the contact person in charge to the business server 100.
  • These notifications are executed in advance by the communication infrastructure notification receiving unit 102 requesting the communication infrastructure 500 to notify when there is an incoming call to the call terminals 52 and 62 in the contact center.
  • these notifications are realized, for example, by using a communication infrastructure that realizes the CallNotification function of Parlay-X I / F specified by Parlay Group (http://www.parlay.org/). be able to.
  • the customer-side system 29 includes a call terminal 21 (for example, a telephone) that is used when a customer makes a call to a contact center.
  • a call terminal 21 for example, a telephone
  • customer side system 29 exists, for example, for each customer.
  • the session information management unit 101 manages each session information using the session information table 1000.
  • An example of the session information table 1000 is shown in FIG.
  • the session information table 1000 includes a “calling terminal ID” column 1010, a “calling terminal ID” column 1020, an “expiration date” column 1030, a “reflected flag” column 1040, a “session” A “reference to information object” field 1050 is provided.
  • the session information management unit 101 includes a “calling terminal ID” column 1010, a “calling terminal ID” column 1020, and an “expiration date” column 1030 included in the horizontal row of records (hereinafter also referred to as rows) in FIG.
  • the “reflected flag” column 1040 and the “reference to session information object” column 1050 are stored in the session information table 1000 in association with each other.
  • identification information of the call terminal 21 used by the customer to make a call to the contact center is stored.
  • the identification information of the call terminal 21 is a telephone number assigned to the call terminal 21.
  • the identification information of the reception-side system 59 used by the reception receiving the customer, or the specialized counselor used by the customer receiving the customer The identification information of the counselor side system 69 is stored.
  • the session information such as the contents of the reception that the reception has input so far is obtained from the reception session information object.
  • a flag indicating whether or not it has been reflected in the member session information object is stored.
  • the address of the session information object in which the contents of the response to the customer are recorded is stored.
  • the session information management unit 101 identifies the storage location of the session information object based on this address, and reads and writes the content of the session information object.
  • session information examples include information exchanged using the HTTP State Management mechanism defined in RFC 2965 and the Magic Cookie mechanism of browsers. Such information is expressed and held in CGI :: Session if it is a business application implementation using Perl, and is expressed and held in the HTTPSession class if it is a J2EE Servlet implementation.
  • the customer calls the representative number of the contact center using the call terminal 21.
  • the communication infrastructure 500 causes a call accepted with the representative number to be received by a call terminal 52 that is not busy.
  • the communication infrastructure 500 transmits an incoming / outgoing call notification to the business server 100.
  • This incoming / outgoing call notification includes a telephone number as identification information of the calling terminal (customer call terminal 21) and a telephone number as identification information of the called terminal (reception call terminal 52).
  • the communication infrastructure notification receiving unit 102 notifies the session information management unit 101 of the incoming / outgoing call notification.
  • the session information management unit 101 updates the session information table 1000 based on this incoming / outgoing call notification. Details of the update process of the session information table 1000 will be described later.
  • Reception desk responds to questions and requests from customers while talking to customers.
  • the reception inputs the request from the customer and the content of the conversation to the business client 55.
  • the business client 55 includes the request from the customer and the content of the conversation as session information in the request, and further includes the identification information of the reception side system 59 in the request, and transmits the request to the business server 100.
  • the telephone number of the call terminal 52 used by itself is registered in the business client 55 and the business application execution unit 110, respectively.
  • the business client 55 transmits a request to the business server 100, the business client 55 can also transmit the telephone number of the call terminal 52 as identification information.
  • the business application execution unit 110 executes various types of information processing necessary for the reception to respond to the customer.
  • the information processing execution result is transmitted to the business client 55.
  • the session information management unit 101 updates the session information table 1000 as appropriate based on this request, and records the execution result of information processing and session information included in the request in a reception session information object. Details will be described later.
  • the business client 55 also receives various data generated by the business application execution unit 110 and information processing execution results (session information) from the business server 100 and displays them on the monitor of the business client 55.
  • the reception will continue to respond to customers while viewing various data and information displayed on the monitor.
  • the receptionist can delegate the inquiry response from the customer to the specialist counselor. This function is called escalation.
  • the reception call terminal 52 designates the identification information (that is, the telephone number of the call terminal 62, for example) of the expert counselor side system 69 of the expert counselor to the communication infrastructure 500. Send a call transfer request.
  • the transfer request includes, for example, a calling party telephone number (phone number of the customer's call terminal 21), a transfer source telephone number (phone number of the reception call terminal 52), and a transfer destination telephone number (call terminal 62 of the professional counselor). Phone number).
  • the communication infrastructure 500 realizes the call transfer by switching the call between the customer and the reception to the call between the customer and the professional counselor based on the transfer request.
  • the communication infrastructure 500 transmits an incoming / outgoing call notification to the communication infrastructure notification receiving unit 102 of the business server 100.
  • the incoming / outgoing call notification includes, for example, the calling side telephone number (the telephone number of the customer's call terminal 21) and the called side telephone number (the telephone number of the call terminal 62 of the professional consultant).
  • the communication infrastructure notification receiving unit 102 of the business server 100 receives the incoming / outgoing call notification (control information), thereby transferring the call with the customer from the reception side system 59 to the professional counselor side system 69 of the professional counselor. It is detected that
  • the communication infrastructure notification receiving unit 102 notifies the session information management unit 101 of the incoming / outgoing call notification.
  • the session information management unit 101 updates the session information table 1000 based on this incoming / outgoing call notification. Details of the update process of the session information table 1000 will be described later.
  • Specialist counselors respond to questions and requests from customers while talking to customers.
  • the professional counselor inputs the request from the customer and the content of the conversation to the business client 65.
  • the business client 65 includes the request from the customer, the content of the conversation, and the like as session information in the request, and further includes the identification information of the professional counselor side system 69 used by the professional counselor in the request.
  • the request is transmitted to the business server 100.
  • the business application execution unit 110 executes various types of information processing necessary for the professional counselor to respond to the customer.
  • session information such as reception records and information processing execution results by reception before escalation is handed over to a specialist counselor.
  • the session information management unit 101 appropriately updates the session information table 1000 based on this request, and records the session information included in the request in the session information object of the professional consultant. Details will be described later.
  • the session information management unit 101 When the session information management unit 101 receives the incoming / outgoing call notification from the communication infrastructure notification receiving unit 102, the session information management unit 101 extracts the calling side telephone number and the called side telephone number from the incoming / outgoing call notification (step S1001).
  • the session information management unit 101 searches the “calling terminal ID” column 1010 of the session information table 1000 using the extracted calling telephone number as a key (step S1002). Then, the session information management unit 101 checks whether or not there is a record (line) in which the same telephone number as the calling party telephone number is described in the “calling terminal ID” column 1010 (step S1003).
  • step S1003 if there is no record in the session information table 1000 in which the same telephone number as the calling party telephone number is described in the “calling terminal ID” column 1010 (N in step S1003), the session information The management unit 101 determines that the call is from a new customer, and newly registers in an empty row of the session information table 1000 (step S1020).
  • the session information management unit 101 uses the “calling side terminal ID” in the session information table 1000 for the telephone number of the calling side terminal (phone number of the customer's call terminal 21) included in the incoming / outgoing call notification. Recorded in the column 1010, the telephone number of the called terminal (phone number of the receiving call terminal 52) included in the incoming / outgoing call notification is recorded in the “called terminal ID” column 1020 of the session information table 1000.
  • the session information management unit 101 records information indicating a time after a predetermined period from the current time in the “expiration date” column 1030 of the session information table 1000 (step S1006). For example, information indicating a time 3 hours after the current time is recorded.
  • the session information management unit 101 leaves the “reflected flag” column 1040 and the “reference to session information object” column 1050 blank.
  • the contents of the “reflected flag” field 1040 and the “reference to session information object” field 1050, which are left blank here, indicate that the business server 100 has received a request from the reception side system 59 or the specialist counselor side system 69. When recorded.
  • step S1003 there may be a corresponding line in step S1003.
  • a receptionist who has been dealing with a customer transfers a call with the customer to a specialist counselor.
  • the telephone number of the calling terminal customer call terminal 21
  • the called terminal special counselor call terminal 62
  • Including the telephone number is transmitted from the communication infrastructure 500 to the communication infrastructure notification receiving unit 102.
  • the communication infrastructure notification receiving unit 102 receives the incoming / outgoing call notification, and the session information management unit 101 executes the step. This is a case where the processing of S1000 to S1003 is executed.
  • the session information management unit 101 sets “valid” for the line where the same telephone number as the calling party telephone number in the incoming / outgoing call notification is described in the “calling terminal ID” column 1010.
  • the time information written in the “expiration date” column 1030 is compared with the current time, and it is checked whether it is within the expiration date (step S1004).
  • the session information management unit 101 includes the session information input by the reception before the call is transferred in the session information object referenced from the record. It is determined that it is stored, and the value in the “calling terminal ID” column 1020 of that row is replaced with the called telephone number (the telephone number of the call terminal 62 of the professional counselor) included in the incoming / outgoing call notification.
  • the session information management unit 101 writes “false” in the “reflected flag” field 1040 (step S1005).
  • the session information management unit 101 updates the contents of the “expiration date” column of the row to a value indicating a predetermined time after the current time (step S1006).
  • the corresponding line may not be within the expiration date. For example, this is a case where a customer who has made an inquiry to the contact center before makes an inquiry again after a predetermined period.
  • the session information management unit 101 determines that the call is a new call, and deletes (deletes) the corresponding line (Step S1040). Thereafter, the session information management unit 101 performs the processing from step S1020 onward in order to add a new row to the session information table 1000.
  • processed records can be effectively deleted, so that the storage resources of the business server 100 can be effectively used.
  • the session information management unit 101 When the session information management unit 101 receives from the business client 55 a request including the session information including the content of the conversation with the customer, the request content of the customer, and the telephone number of the call terminal 52, the session information management unit 101 receives the session information as the accepted session. Performs processing for recording in the information object. Similarly, when the session information management unit 101 receives from the business client 65 a request including session information including the content of the conversation with the customer, the request content of the customer, and the telephone number of the call terminal 62, the session information, Process to record in the session information object of the professional counselor.
  • the session information management unit 101 searches the “calling terminal ID” column 1020 of the session information table 1000 using the telephone number included in the request received from the business client 55 or 65 as a key, and the corresponding line is found. It is checked whether it exists (steps S1101 and S1102).
  • the session information management unit 101 compares the time information described in the “expiration date” column 1030 of the line with the current time, and within the expiration date. It is checked whether or not (step S1103).
  • the session information management unit 101 refers to the “reference to session information object” column 1050 and determines whether or not the address of the session information object is recorded. It is checked whether or not there is a session information object in the corresponding line (step S1104).
  • the session information management unit 101 refers to the “reflected flag” field 1040 and determines whether the session information of the corresponding line has been reflected (step S1105). ).
  • the session information management unit 101 updates the expiration date of the corresponding row to a value indicating a certain time (for example, 3 hours) after the current time (step S1108). ).
  • the session information management unit 101 records the session information included in the request received from the business client 55 or 65 in the session information object.
  • session information such as an information processing execution result may be newly generated as information processing is executed.
  • the session information management unit 101 records the session information in the session information object.
  • the session information management unit 101 transmits the contents of the session information object to the business clients 55 and 65.
  • the receptionist or the specialist counselor can perform the business of dealing with the customer while appropriately checking the execution result of the information processing in the business clients 55 and 65.
  • the session information management unit 101 ends the process as it is.
  • the session information management unit 101 can transmit a predetermined message (for example, a message notifying that a failure has occurred) to the business clients 55 and 65.
  • step S1120 the session information management unit 101 deletes (erases) the corresponding line (step S1120).
  • the customer service is usually completed within a predetermined time, but it is not within the expiration date. Since this indicates that a predetermined time or more has passed since the above inquiry, it is determined that the current inquiry is new content different from the previous inquiry.
  • processed records can be effectively deleted, so that the storage resources of the business server 100 can be effectively used.
  • the session information management unit 101 executes the processing from step S1101 again, and uses the telephone number included in the request received from the business client 55 or 65 as a key. "Column 1020 is searched to determine whether or not the corresponding line exists.
  • the address of the session information object may not be recorded in step S1104. This is a case where the reception business client 55 first transmits a request including the inquiry content from the customer to the business server 100.
  • the session information management unit 101 initializes the session information object.
  • the initialization is performed, for example, when the session information management unit 101 requests the operating system (hereinafter also referred to as OS) to generate a reception session information object specified by the telephone number included in the request.
  • OS operating system
  • the OS generates a reception session information object and stores it in a memory (not shown) provided in the business server 100.
  • the session information management unit 101 stores the address of the session information object in the “reference to session information object” column 1050 (step S1140). This address can be acquired by the session information management unit 101 inquiring of the OS. The session information management unit 101 stores “true” in the “reflected flag” field 1040.
  • step S1105 there is a case where it is not reflected (false).
  • the above-described escalation is performed from the reception to the professional counselor, and the communication base 500 sends the calling side telephone number (phone number of the customer's call terminal 21), the called side telephone to the business server 100.
  • the incoming / outgoing call notification including the number (the telephone number of the call terminal 62 of the expert counselor) is transmitted, but the contents of the session information object at the reception are not yet reflected in the session information object of the expert counselor.
  • the session information management unit 101 sets the session information object content linked to the row (that is, the content of the reception session information object) to the session information of the professional counselor identified by the telephone number included in the request. Reflect in the object and set the reflection flag to true (step S1106).
  • the session information management unit 101 stores the address of the session information object of the expert counselor in the “reference to session information object” column 1050 in the corresponding row (step S1107). This address can be acquired by the session information management unit 101 inquiring of the OS.
  • the professional counselor who is the call transfer destination takes over the call between the customer and the reception, and accesses the business application execution unit 110 from his business client 65.
  • the session information management unit 101 searches the session information table 1000 from the identification information of the call terminal 62 given to the request from the business client 65, retrieves a reference to the corresponding session information object, and sends it to the business client 65. Reflect on the screen to be displayed.
  • the information processing apparatus (for example, the business server 100) includes a plurality of person-in-charge communication apparatuses (for example, a plurality of reception side systems 59 and a plurality of specialized counselor side systems 69).
  • a plurality of person-in-charge communication apparatuses for example, a plurality of reception side systems 59 and a plurality of specialized counselor side systems 69.
  • the identification information For example, an execution request receiving unit (business application execution unit 110) that receives a telephone number) and an execution request for information processing, and information according to the execution request received by the execution request receiving unit (business application execution unit 110)
  • a session information table (for example, session information table 1000 (FIG. 2)) that stores at least one of session information in association with one another, and one of a plurality of person-in-charge call devices
  • a transfer detection unit (for example, communication infrastructure notification) that detects that a call has been transferred from a communication device for a person in charge (for example, the reception side system 59) to another telephone device for person in charge (for example, the specialist counselor side system 69).
  • the reception unit 102 the transfer detection unit, the identification information of the one person call device stored in the session information table is stored.
  • a session information table update unit (session information management unit 101) that updates the identification information of the other person-in-charge call device, and the identification information of the person-in-charge call device from the other person-in-charge call device
  • a session information takeover unit (session information management unit 101) that transmits the session information stored in the session information table in association with the identification information to the other person-in-charge call device. Therefore, even when a call is transferred to another call terminal for a person in charge during information processing in response to a request from the call terminal for the person in charge during a call with the other party, it is generated along with the information processing. Session information can be effectively transferred to other person-in-charge call terminals.
  • the call-linked online business system of this embodiment has a session information management unit 101 in the business server 100, and accepts session information such as input contents to the business application execution unit 110 as an access source system. 59 and the identification information of the specialist counselor side system 69 are managed as an index.
  • the session information is not special. For example, HTTP session information as defined in RFC2965 used in a general Web business application is assumed.
  • the communication infrastructure notification receiving unit 102 receives the call transfer notification from the communication infrastructure 500 and passes it to the session information management unit 101, so that the session information object indexed with the identification information of the transfer source accepting system 59 is designated as the transfer destination specialization.
  • the identification information of the counselor side system 69 is reflected in the session information object.
  • the input status to the business application can be linked from the transfer source business client 55 to the transfer destination business client 65.
  • the reception side system 59 includes the business client 55 and the call terminal 52, and similarly, the professional counselor side system 69 includes the business client 65 and the call terminal 62. Since it is provided and configured, it can be flexibly changed in accordance with changes in business contents, and customization and new development can be easily performed. Further, it is not necessary to make a special preparation for the call function for the business clients 55 and 65.
  • the session information management unit 101 replaces the identification information of the reception-side system 59 recorded in the called-side terminal ID column 1020 with the identification information of the professional counselor-side system 69. For example, it may be performed when a request including identification information of the specialized counselor side system 69 is received from the specialized counselor side system 69.
  • the specialized consultant side system You may make it update to 69 identification information.
  • FIG. 5 is a block diagram showing the configuration of the information processing system 210 according to the second embodiment. First, the configuration of the information processing system 210 will be described.
  • the information processing system 210 includes a business server 400 as an information processing device, a reception side system 159 as a communication device, and a professional counselor side system 169 as a communication device. .
  • the information processing system 210 is connected to the customer side system 29 via a communication infrastructure 700 serving as an exchange.
  • An information processing system 210 and a communication infrastructure 700 according to the present embodiment are different from the first embodiment in the following points.
  • the communication infrastructure 700 in the present embodiment has a function of transmitting an incoming / outgoing call notification to the business server 400 when a telephone line is connected between the customer and the contact person in charge. It is different in that it does not have.
  • the reception-side system 159 in this embodiment includes a call terminal 153 and a business client (execution request transmission unit) 155.
  • the business client 155 is the same as the business client 55 in the first embodiment.
  • the call terminal 153 has a function of transmitting an incoming call notification to the business server 400 when a telephone line is connected between the customer and the reception.
  • This incoming call notification includes the incoming telephone number (the telephone number of the call terminal 153).
  • the call terminal 153 transmits a transfer notification to the business server 400.
  • This transfer notification includes the transfer source telephone number (the telephone number of the call terminal 153) and the transfer destination telephone number (the telephone number of the call terminal 163).
  • the specialized counselor side system 169 in the present embodiment includes a call terminal 163 and a business client (execution request transmission unit) 165.
  • the configuration and function of the call terminal 163 of the specialist counselor side system 169 are the same as the configuration and function of the call terminal 153 of the reception side system 159.
  • the configuration and function of the business client 165 of the professional counselor side system 169 are the same as the configuration and function of the business client 155 of the reception side system 159.
  • the business server 400 in this embodiment includes a session information management unit 421, a transfer notification reception unit 412 as a transfer detection unit, and a business application execution unit 410 as an execution request reception unit.
  • the session information management unit 421 functions as a session information table update unit, a session information takeover unit, and a session information registration unit. Furthermore, the session information management unit 421 includes a session information table (session information table) 2000 (FIG. 6) described later.
  • the business application execution unit 410 is the same as the business application execution unit 110 in the first embodiment.
  • the transfer notification receiving unit 412 receives an incoming call notification or a transfer notification transmitted from the call terminals 153 and 163 and notifies the session information management unit 421 of the received notification.
  • the session information management unit 421 manages session information based on the incoming call notification and the transfer notification notified from the transfer notification receiving unit 412.
  • the session information table 2000 in the present embodiment indicates whether the “calling terminal ID” column 2010, the “expiration date” column 2020 of each row, and the contents of the session information object are “reflected”. It includes a “flag” column 2030 and a “reference to session information object” column 2040 corresponding to the called terminal ID of each row.
  • the customer calls the representative number of the contact center using the call terminal 21.
  • the communication infrastructure 700 causes a call accepted with a representative number to be received by a call terminal 153 that is not busy.
  • This incoming call notification includes the incoming telephone number (the telephone number of the call terminal 153).
  • the transfer notification receiving unit 412 notifies the session information management unit 421 of the incoming call notification. Then, the session information management unit 421 updates the session information table 2000 based on this incoming call notification. Details of the update process of the session information table 2000 will be described later.
  • Reception desk responds to questions and requests from customers while talking to customers.
  • the reception inputs the request from the customer and the content of the conversation to the business client 155.
  • the business client 155 includes the request from the customer and the content of the conversation as session information in the request, and further includes the identification information of the reception-side system 159 in the request, and transmits the request to the business server 400.
  • the telephone number of the call terminal 153 used by itself is registered in the business client 155 and the business application execution unit 410, respectively.
  • the business client 155 can transmit the telephone number of the call terminal 153 when transmitting a request to the business server 400.
  • the business application execution unit 410 executes various kinds of information processing necessary for the reception to respond to the customer.
  • the information processing execution result is transmitted to the business client 155.
  • the session information management unit 421 appropriately updates the session information table 2000 based on this request, and records the session information included in the request in the received session information object. Details will be described later.
  • the business client 155 receives various data generated by the business application execution unit 410 and information processing execution results from the business server 400 and displays them on the monitor of the business client 155.
  • the reception will continue to respond to customers while viewing various data and information displayed on the monitor.
  • the session information management unit 421 When the session information management unit 421 receives the incoming call notification from the transfer notification reception unit 412, the session information management unit 421 extracts the incoming call side telephone number (the telephone number of the call terminal 153) from the incoming call notification.
  • the session information management unit 421 searches the “incoming side terminal ID” column 2010 of the session information table 2000 using the extracted incoming side telephone number as a key. Then, the session information management unit 421 checks whether or not there is a record (hereinafter also referred to as a row) in which the same telephone number as the called side telephone number is described in the “called side ID” column 2010.
  • the session information management unit 421 It is determined that the call is a call, and registration is newly performed in an empty line in the session information table 2000.
  • the session information management unit 421 uses the telephone number of the called terminal included in the incoming call notification (the telephone number of the receiving call terminal 153) as the “called terminal ID” in the session information table 2000. ] Column 2010.
  • the session information management unit 421 records information indicating a time after a predetermined period from the current time in the “expiration date” column 2020 of the session information table 2000. For example, information indicating a time 3 hours after the current time is recorded.
  • the session information management unit 421 leaves the “reflected flag” column 2030 and the “reference to session information object” column 2040 blank.
  • the contents of the “reflected flag” field 2030 and the “reference to session information object” field 2040 that are left blank are recorded when the business server 400 receives a request from the reception-side system 159.
  • the call terminal 153 transmits a transfer notification to the transfer notification receiving unit 412.
  • This transfer notification includes the transfer source telephone number (the telephone number of the call terminal 153) and the transfer destination telephone number (the telephone number of the call terminal 163).
  • the transfer notification receiving unit 412 detects that the call with the customer has been transferred from the reception-side reception system 159 to the expert counselor-side system 169. .
  • the transfer notification receiving unit 412 notifies the transfer information to the session information management unit 421.
  • the session information management unit 421 takes out the transfer source telephone number (the telephone number of the receiving call terminal 153) from the transfer notification (step S2001).
  • the session information management unit 421 searches the “calling terminal ID” column 2010 of the session information table 2000 using the extracted transfer source telephone number as a key (step S2002).
  • the session information management unit 421 checks whether the corresponding row exists (step S2003), and if it exists (Y in step S2003), checks whether the row information is within the expiration date (step S2004).
  • the session information management unit 421 sets the value in the “calling terminal ID” column 2010 of the corresponding line to the forwarding telephone number (special counselor's) included in the forwarding notification. (The telephone number of the call terminal 163) and the reflection flag is set to false (step S2005).
  • the session information management unit 421 updates the validity period of the row information to a value indicating a certain time after the current time (step S2006), and ends the process.
  • step S2003 the session information management unit 421 ends the process as it is.
  • step S2004 If it is not within the expiration date in step S2004 (Y in step S2004), the session information management unit 421 deletes the corresponding line (step S2020) and ends the process.
  • the session information management unit 421 searches the “calling terminal ID” column 2010 of the session information table 2000 using the identification information included in the request as a key (step S2101).
  • the session information management unit 421 checks whether or not the corresponding line exists (step S2102). If it exists (Y in step S2102), the session information management unit 421 checks whether or not the corresponding line is within the validity period (step S2103).
  • the session information management unit 421 checks whether the session information of the corresponding line has been reflected (step S2104), and if not reflected (N in step S2104), the corresponding The content of the session information object referenced in the row is reflected in the session information associated with the request, and the reflection flag is set to true (step S2105).
  • the session information management unit 421 stores a reference to the session information associated with the request in the corresponding line (step S2106).
  • the session information management unit 421 updates the validity period of the row to a value indicating a certain time after the current time (step S2107), and ends the process.
  • the session information management unit 421 creates a new line from the identification information included in the request (step S2140). At this time, the session information management unit 421 stores the reference (address) to the session information object associated with the request in the row created in step S2140.
  • step S2120 the session information management unit 421 deletes the corresponding line (step S2120) and performs the process of step S2140.
  • the business application side is particularly conscious of the call function by making a minimum modification to send a transfer notification to the call terminal even on a communication infrastructure that does not have a special function.
  • Call cooperation function can be realized without any problem.
  • Specialist counselors can take over session information such as the content of consultation entered by the reception before transferring the call and the content of the searched search.
  • the reception side system 59 transmits a transfer notification to the transfer notification receiving unit 412 when a call is transferred from the reception side system 59 to the professional counselor side system 69.
  • This transfer notification includes the identification information of the transfer source reception side system 59 and the identification information of the transfer destination specialist counselor side system 69.
  • the transfer notification receiving unit 412 receives this transfer notification (control information) to confirm that the call with the customer has been transferred from the reception-side system 159 to the professional-consultant-side system 169. Detect. Therefore, even if the communication infrastructure 700 does not have a function of transmitting an incoming / outgoing call notification to the business server 400, the session information can be effectively handed over to the expert counselor-side system 169. In addition, the load on the communication infrastructure 700 can be reduced.
  • the call cooperative online business system of the present embodiment has a session information management unit 421 in the business server 400, and manages session information such as input contents to the business application execution unit 410 using the call terminal ID as an index.
  • the session information is not special. For example, HTTP session information as defined in RFC2965 used in a general Web business application is assumed.
  • the transfer notification receiving unit 412 receives the transfer notification from the business client 155 and passes it to the session information management unit 421, thereby reflecting the session information object with the terminal ID as an index in the session information object of the transfer destination terminal ID.
  • the input status to the business application can be linked from the transfer source business client 155 to the transfer destination business client 165.
  • a service center for carrying out a local government office service with complicated areas and processing procedures for each administrative service via the telephone.
  • medical services via telephones covering everything from first aid treatment by reception nurses according to symptoms to interviews by more specialized doctors, especially centers that support remote and nighttime medical services It can also be applied to applications.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention porte sur un dispositif de traitement d'informations (100) qui exécute un traitement d'informations en réponse aux requêtes d'exécution du traitement d'informations provenant d'une pluralité de dispositifs de conversation téléphonique pour la personne responsable (59, 69). Le dispositif de traitement d'informations (100) comporte une table pour stocker les informations d'identification des dispositifs de conversation téléphonique pour la personne responsable (59, 69) et des informations de session générées accompagnant le traitement d'informations en association les unes avec les autres, une section de détection de transfert (102) pour détecter qu'une conversation téléphonique a été transférée de l'un des dispositifs de conversation téléphonique pour la personne responsable (59) à l'autre (69), une section de mise à jour de table (101) pour mettre à jour les informations d'identification de l'un des dispositifs de conversation téléphonique pour la personne responsable (59) en les informations d'identification de l'autre (69) qui sont stockées dans la table, et une section de remplacement d'informations de session (101) pour, lors de la réception des informations d'identification de l'autre des dispositifs de conversation téléphonique pour la personne responsable (69) en provenance du dispositif d'appel téléphonique pour la personne responsable (69), transmettre les informations de session en association avec les informations d'identification au dispositif de conversation téléphonique pour la personne responsable (69).
PCT/JP2009/001056 2008-03-14 2009-03-10 Dispositif de traitement d'informations, procédé de commande de dispositif de traitement d'informations, programme et système de traitement d'informations WO2009113294A1 (fr)

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Cited By (1)

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Publication number Priority date Publication date Assignee Title
JP2020144734A (ja) * 2019-03-08 2020-09-10 グローリー株式会社 予約システム、管理装置及び予約方法

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* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2000152295A (ja) * 1998-11-12 2000-05-30 Nakayo Telecommun Inc 構内電話システム
JP2001053883A (ja) * 1999-08-09 2001-02-23 Toshiba Corp 問合せ受付け回答システム、問合せ受付け回答利用方法および記録媒体

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2000152295A (ja) * 1998-11-12 2000-05-30 Nakayo Telecommun Inc 構内電話システム
JP2001053883A (ja) * 1999-08-09 2001-02-23 Toshiba Corp 問合せ受付け回答システム、問合せ受付け回答利用方法および記録媒体

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2020144734A (ja) * 2019-03-08 2020-09-10 グローリー株式会社 予約システム、管理装置及び予約方法

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