CN1767571A

CN1767571A - Operating method of call center and device thereof

Info

Publication number: CN1767571A
Application number: CN 200510082504
Authority: CN
Inventors: 吉泽功; 上原谦一郎; 樱田和之
Original assignee: JFE Systems Inc
Current assignee: JFE Systems Inc
Priority date: 1999-12-21
Filing date: 2000-08-03
Publication date: 2006-05-03
Also published as: CN1767573A; CN1767572A

Abstract

Multiple-call-center operation device which is provided with an operator collective management device that determines, for each call center, the increase/decrease of the number of operators in charge of an outbound job and transmits the determined result to relative call centers, thereby centrally controlling the number of operators responsible for an outbound job in a plurality of call centers. Human resource and facility resource dependent also on the number of operators are effectively used, maintenance management of database or the like is effected more efficiently, and customer-call telephone charges are restricted, whereby overall call center operating costs are restricted.

Description

Call center's application method and device

The application is dividing an application of following application:

Denomination of invention: call center's application method and device

The applying date: on August 3rd, 2000

Application number: 00819132.8 (PCT/JP00/05216)

Technical field

The present invention relates to call center utilization system.Particularly the 1st of the application the invention～the 3 invention relates to the professional utilization system that dials in professional a plurality of call centers that reaches based on the conversation of collecting mail from client of dial-out that a plurality of operators serve as the conversation of posting a letter to client, particularly, can seek to depend on effective utilization of the device resource of the human resources of call center and operator's number, the further efficient activity of the maintenance management by database etc. and suppress telephone charges usefulness at client suppresses a plurality of call centers application method of comprehensive call center's operating charges, a plurality of call centers utilization devices and relate to these a plurality of call centers' utilization devices record the recording medium of embodied on computer readable of computer program.

The application's the 4th invention～the 7 invention relates to the remote agent system, particularly, be under the situation of object to transfer to business, the operator of call center that can also the corresponding client of remote configuration, with seek to improve the efficiency of operation of call center and cut down remote agent application method, the remote agent device of operating charges and relate to this remote agent device record the recording medium of embodied on computer readable of computer program.

The application's the 8th invention～the 10 invention relates to the degree of freedom that can improve the equipment combination that utilizes in the call center, equipment is new to be constituted and the device structure change so that easily carry out, even also can easily carry out common utilization when in the call center, adding function with existing equipment and new introducing equipment, thereby effectively use existing equipment, cut down new interpolation equipment, suppress call center's application method of comprehensive call center's operating charges with this, call center utilization device and relate to this call center's utilization device record the recording medium of embodied on computer readable of computer program.

Background technology

Relevant dial-out business based on the conversation of posting a letter to client is for example opened the spy and is announced among the flat 8-46699, suitably sets the calls of posting a letter according to situation at any time, reduces operator's stand-by period effectively, improves the technology of professional efficient.

And also having much is with such dial-out business and by the business of dialling in based on the conversation of collecting mail from client, all runs in having a plurality of call centers of a plurality of operators.

Call center system is roughly divided into and is dialled in professional and the dial-out business.

The so-called business of dialling in is meant and accepts from client's phone and other business.Dial in the business except that phone at this, also have with FAX or Email etc. for accepting object.Thereby, can utilize the device of operator, voice response device, FAX device, Email associated etc.

Open among flat 6-291877 and the flat 11-317817 of Te Kai the spy and to have announced, in dialling in business, can dispose the such technology of operator of corresponding client's call center a long way off.

At this, using in the call center to be added among the PBX various devices and machines such as CTI device and voice response device.

But, following problem is at first arranged now.That is, in the operation way of so a plurality of call centers, between the call center, the situation of using different PBX (Private BrancheXchange) is arranged.And, in order to realize predicting the function of posting a letter, must use predictive dialer device special-purpose among its PBX.

Therefore, dial-out business generally is independently to run in each call center.And, carry out in a plurality of call centers under the situation of specific dial-out business, be the decision traffic assignments of predetermined fixed between the call center.

Thereby, can not tackle the human resources of each call center and the change of device resource neatly now.For this reason, the various resources of preciousnesses such as these human resources and device resource are not used effectively.

Secondly, following the 2nd problem arranged now.That is, small-scale to employing the fairly large of a plurality of operators from housework, professional no matter these technology of the scale of call center at a distance are not suitable for transfering to, object only is defined in the business of dialling in all the time.

At this, the so-called service of transfering to business to be meant the call center that posts a letter from call center side.The prediction of the representative function of posting a letter when having utilized prediction to post a letter during this is posted a letter, behind the other side that the operator confirms to post a letter according to operator's the meaning professional preliminary examination function of posting a letter of posting a letter.

The prediction information that is based on the inventory that comprises the client that should post a letter of posting a letter dials automatically, and dopes free time of the next operator that the calling after posting a letter connects with probability statistics, the function of posting a letter with time series.Thereby, shortened time free time of operator, improved the corresponding client's of operator efficient.

And, also have to possess and only accept from client's the dial-in function of dialling in calling and can carry out post a letter function and above-mentioned dial-in function both sides' the system of comprehensive function of business of above-mentioned prediction.Wherein, below will utilize the business of this function to be called the comprehensive function business.

And, following the 3rd problem arranged now.That is, in the call center that has operated, for example predict the situation that the equipment of transmitting device etc. expands.In other words, in the call center that has operated, with the situation of its running condition notification to other system.

Now, under such situation, the Call Forwarding of additional data between the operator of operator who predicts transmitting device and the call center that has operated or operator's unified management etc. for example can not be used in the associated working of the call center that can not carry out the prediction transmitting device after equipment expands and operate.And in the call center, because can not be with should the running condition notification giving other system, so a plurality of call centers of integrated management sometimes are very difficult.

Summary of the invention

The application's invention is in order to solve above-mentioned existing problem, its first problem provides effective utilization of the device resource of a kind of human resources of seeking to depend on the call center and operator's number, the further efficient activity of the maintenance management by database etc. and suppress telephone charges usefulness at client suppresses a plurality of call centers utilization system of comprehensive call center's operating charges.

And, it is being under the situation of object to transfer to business that second problem of the application's invention provides a kind of, the operator of corresponding client's call center can be disposed at a distance, thereby the efficiency of operation of call center and the remote agent system that cuts down operating charges can be sought to improve.

And, the 3rd problem of the application's invention provides by improving the degree of freedom of the equipment combination that utilizes in the call center, easily carry out new formation of equipment and device structure change, even also carry out common utilization when in the call center, adding function easily with existing equipment and new introducing equipment, effectively use existing equipment and cut down new interpolation equipment, can suppress the call center utilization system of comprehensive call center's operating charges with this.

At first, a plurality of call centers application method of the application's the 1st invention has solved above-mentioned first problem, promptly all a plurality of operators are served as based on the professional professional a plurality of call centers that dial in that reach based on the conversation of collecting mail from client of the dial-out of the conversation that client is posted a letter, concentrate the operator's number of transfering to business of serving as of grasping each call center in a place operator management department, and indicate the increase and decrease of transfering to professional operator's number of serving as of these each call centers from this operator management department.

And, in a plurality of call centers application method of above-mentioned the 1st invention, be not limited to the machine of inner exchanging machine of each call center in the utilization of these call centers and the available prediction function of posting a letter, thereby utilize the post a letter dial-out business of function of prediction easily, the distributing altering of the client between the call center.

Further, in a plurality of call centers application method of above-mentioned the 1st invention, all are as a plurality of call centers of object, can unified management comprise at least client's name and customer initiated call number, relevantly transfering to professional and dialling at least a portion of the client's who becomes object in the business information, thereby by concentrating the maintenance management of carrying out the database of all taking time and energy to seek to save the labour and curtail expenditure at hardware and software.

And, in a plurality of call centers application method of above-mentioned the 1st invention, when looking after telephone charges from the call center to client and using, transfering to the professional client who becomes object with what contain in the above-mentioned Customer Information, each call center is distributed, the client's that while can be distributed in call center's reference at distribution target place above-mentioned Customer Information, thus telephone charges usefulness cut down, seek the reduction of funds.

Secondly, a plurality of call center's utilization devices of the application's the 2nd invention possess preservation and count admin table from dial-out business and the operator who serves as operator's number of transfering to business that professional a plurality of call centers accept based on dialling in of the conversation of collecting mail from client, each call center that a plurality of operators serve as based on the conversation that client is posted a letter; Determine serving as of these each call centers to transfer to the increase and decrease of business operation person's number, and this determination result is conveyed to operator's unified management device at corresponding call center, solved above-mentioned first problem with this.Wherein, above-mentioned operator's unified management device also can be realized by computer program as entity.

Further, the recording medium of the embodied on computer readable of the application's the 3rd invention, write down the recording medium that realizes the embodied on computer readable of the computer program of aforesaid operations person's unified management device of record in above-mentioned the 2nd invention by providing, solved above-mentioned first problem.

Below, simple declaration is about the effect of the application's the 1st invention～the 3 invention.

Exist a plurality of operators of integrated use to serve as based on the professional situation of dialling in professional a plurality of call centers that reaches based on the conversation of collecting mail of the dial-out of the conversation that client is posted a letter from client.

Under such situation,, concentrate the operator's number of transfering to business of serving as of grasping each call center in 1 place operator management department in the present invention to all a plurality of call centers.And these of indicating each call center by this operator management department are served as the increase and decrease of transfering to professional operator's number.

Therefore according to the application's the 1st invention～the 3 invention, can tackle the human resources of each call center and the change of device resource neatly.Thereby, can seek to depend on effective utilization of the device resource of the human resources of call center and operator's number, further the efficient activity of the maintenance management by database etc. and suppress telephone charges usefulness at client suppresses comprehensive call center's operating charges.

When introducing hardware, can and buy the selected machine of various aspects such as condition, maintenance management condition from price.So, the hardware of introducing in each call center has difference.

And in the past, the attaching device outside the predictive dialer device, having introducing and main frame is the tendency of the annex of same manufacturer, thereby also has difference at the machine of each call center's attaching device.If adopt the predictive dialer device of different size between the call center, the then relevant information that becomes the client who transfers to business object is difficult to unimpeded between the call center.

When under such situation, using the application's the 1st invention～the 3 invention,, can introduce the predictive dialer device of common-use size to all a plurality of call centers.The predictive dialer device also can come software to realize by computer program, has both made the predictive dialer device of new introducing specific standard, and is also smaller in the burden of aspects such as expense.

Secondly, the remote agent application method of the application's the 4th invention, can and can be connected in the computer installation of wide area network via the telephone set of common line conversation in remote agent side configuration, under the situation of utilizing above-mentioned telephone set can serve to client, the teleoperator of remote agent side registers operation to network service device a long way off, afterwards for transfering to business, to be connected in above-mentioned telephone set with the auto-dial unit calling that is connected to client of posting a letter, Customer Information with relevant this connection transfers to the aforementioned calculation machine simultaneously, and above-mentioned teleoperator shown this Customer Information, thereby solved above-mentioned second problem.

And, in above-mentioned remote agent application method, download from above-mentioned network service device side and to be used for program that above-mentioned registration operation and above-mentioned Customer Information show, that work at the aforementioned calculation machine, thereby remote agent side does not only need the capacity as hard disk unit of these programs of keeping, and there is no need to carry out the management of the renewal etc. of these programs.Wherein, such download can be from network service device etc. via the internet, is perhaps undertaken by other the path of WAN (Wide Area Network) etc.And so following computer installation side that is loaded in remote agent side also can utilize the browser " explorer " that produce as MS etc.

Secondly, the remote agent device of the application's the 5th invention is by being provided in remote agent side to transfering to the professional dialing mechanism that uses to post a letter, at the teleoperator of the remote agent side telephone set via the corresponding client of common line; For carrying out this correspondence, to network service device a long way off register operation and use, simultaneously in order to receive and show the computer installation of relevant the be connected in wide area network that will carry out corresponding client's Customer Information and use from afar, thereby solved above-mentioned second problem.

Further, in above-mentioned remote agent device, by being built in the voice call interface arrangement aforementioned calculation machine, that be used to connect public network; Be connected in this voice call interface arrangement, have and be used for sending the microphone apparatus of words and being used for realizing above-mentioned telephone set from head-telephone speaker unit, that be worn over above-mentioned teleoperator's head that client is talked about to client, can the apparatus integration of remote agent side will be arranged at, can save in view of the above the space is set, and reduce operation when being provided with as the connection between the device of the computer of telephone set or operator terminal etc. etc., device in remote agent side.

And, in above-mentioned remote agent device, with above-mentioned telephone set as the Internet telephony machine, for example at the switch of the PBX that carries out being connected (Private Branch eXchange) or office side's switch etc. with client, during for connection status all the time etc., can reduce the cost of the phone call between these switches and the remote agent side with remote agent side.

Further, the remote call center device of the application's the 6th invention has the inner exchanging machine by every a plurality of call centers; Be connected in the telephone set of this inner exchanging machine; With the operator terminal that manual operation person operates, can be via wide area network, the auto-dial unit from is posted a letter to these every a plurality of call centers simultaneously, thereby has solved above-mentioned second problem.Wherein, so-called inner exchanging machine comprises PBX.

Further, the recording medium of the embodied on computer readable of the application's the 7th invention, write down the remote agent device of realizing above-mentioned the 5th invention by providing, the recording medium of the embodied on computer readable of the computer program of the remote call center device of perhaps above-mentioned the 6th invention has solved above-mentioned second problem.

Wherein, in above-described the 4th invention～the 7 invention, also have, in following the 8th invention～the 10 invention, so-called wide area network is not limited to general WAN.It promptly can be the network that connects between the local device of difference.For example, connect network between the different local device disposing different inner exchanging machines etc.Thereby, in the such wide area network of the present invention, comprise use special circuit or use common data network circuit or that utilize the internet, further, the network that these grades are mixed.

Below, simple declaration is about the effect of the application's the 4th invention～the 7 invention.

Among the present invention, dispose the telephone set that to converse via common line and the computer installation that can be connected in wide area network in remote agent side.This computer installation also can be so-called personal computer.And in the present invention, in the place that remote agent side is arranged, be not must configuration PBX etc. switch.

Then, when utilizing above-mentioned telephone set that client is carried out at once, the teleoperator of remote agent side registers operation to network service device a long way off.So-called this client is meant to become and transfers to professional corresponding the other side object, the operator.So-called distant place is meant at least and different place, place, place, remote agent side.And so-called network service device is meant via the internet, perhaps by other the path of WAN etc., can provide the device of information to the computer installation of remote agent side.This computer installation side also can utilize the browser " explorer " made as MS etc. when obtaining such information.

Afterwards in order to transfer to business,, be connected to the telephone set of remote agent side with using auto-dial unit to post a letter and being connected to client's calling.Meanwhile, the Customer Information of relevant this connection transferred to the computer installation of remote agent side after, above-mentioned teleoperator is shown this Customer Information.Also can adopt as auto-dial unit and to realize the preliminary examination device of function of posting a letter, or realize the device that prediction is posted a letter.And, with being connected of above-mentioned client be that switch at PBX or office side's switch etc. carries out.It for example in following execution mode the switch of PBX116 or office side's switch 172 etc.

Thereby according to the application's the 4th invention～the 7 invention, be under the situation of object, also can disposing the operator who client is carried out corresponding call center a long way off, thereby can seek to improve the efficiency of operation of call center and cut down operating charges to transfer to business.

Wherein, in the application's the 4th invention～the 7 invention, also have the agency in following the 8th invention～the 10 invention, be the compound of the equipment that utilizes of operator and this operator.And in the present invention, remote agent is the agency who is present in the place different with the switch of the PBX that carries out being connected with client or office side's switch etc.Thereby, remote agent, execution mode described as follows not only comprises the home agent that is present in the place different with the switch of PBX116 drawn game side switch 172 grades, also comprises the agency of call center 110 at a distance.

Secondly, call center's application method of the application's the 8th invention, logined each different extension of the telephone set that is connecting PBX in advance, and one of them side of the ACD number managed of PBX, use receives from this PBX, collection is connecting the state of the telephone set of PBX, and the PBX information gathering of one of them side's of ACD formation state distributes control device, when one of them side of the state of the state of above-mentioned telephone set and above-mentioned ACD formation changes, distribute control device that other device of outside is sent the status change notification of passing on this variation from this PBX information gathering, thereby solved above-mentioned the 3rd problem.

And, in above-mentioned call center application method, employing or control PBX pass on to connect and call out, or provide the operator who is connected in the telephone set of this PBX at utilization, call out the CTI device of relevant information with above-mentioned connection, adopt simultaneously based on above-mentioned status change notification, the indication that to post a letter and call out the telephone number of the destination of posting a letter that is stored in database, offer the control part of posting a letter of above-mentioned PBX, that calls out thus posts a letter by this control part control of posting a letter, this is called out in case after connecting, its control that connects calling is undertaken by above-mentioned CTI device, thereby can use above-mentioned PBX information gathering to distribute control device to realize the function that this CTI device does not have.

In above-mentioned call center application method, by respectively will be that above-mentioned PBX uses for being connected in, above-mentioned PBX information gathering distribute the software modularity that comprises in the structure of the software that comprises in the structure of control device and, the above-mentioned control part of posting a letter that above-mentioned PBX uses for being connected in, make that using the present invention with various PBX as object becomes and be easy to.That is,, can or only newly make such module section corresponding to PBX, if or have ready-made then it packed into, becoming at the correspondence of various PBX is easy to.

Secondly, call center's utilization device of the application's the 9th invention possesses, logined in advance each different extension of the telephone set that is connecting PBX and the ACD that PBX is managing (AutomaticCall Distribution) number at least one of them, and from this PBX receive the state of these telephone sets and ACD quene state at least one of them, when one of them the state at least of the state of this telephone set and this ACD quene state changed, the PBX information gathering of sending the status change notification of passing on this variation distributed control device; Based on above-mentioned status change notification, will offer the control part of posting a letter of above-mentioned PBX to the post a letter indication of calling out of the telephone number of the destination of posting a letter that is stored in database; Or control PBX passes on and connect to call out, or the operator who utilizes the telephone set that connects with this PBX is provided and the above-mentioned CTI device that is connected the relevant information of calling, thereby solved above-mentioned the 3rd problem.

Further, the recording medium of the embodied on computer readable of the application's the 10th invention provides the recording medium of the embodied on computer readable of the computer program that has write down call center's utilization device of realizing above-mentioned the 9th invention, thereby has solved above-mentioned the 3rd problem.

Below, simple declaration is about the effect of the application's the 8th invention～the 10 invention.

In the present invention, as the equipment of call center such as CTI device etc., also adopt simultaneously to be called the equipment that PBX information gathering distributes control device.This PBX information gathering distributes in control device, logined in advance each different extension of the telephone set that is connecting PBX and ACD number that PBX is managing at least one of them.The ACD number becomes the identification title of distribution destination when distribute calling out, telephone set etc.And, distribute in control device in this PBX information gathering, receive, collect the information of one of them at least of the state of the state of the telephone set that expression connecting PBX and ACD formation from this PBX.Then, when the state of the state of above-mentioned telephone set and above-mentioned ACD formation one of them changes at least the time, distribute control device other device of outside to be sent the status change notification of passing on this variation from this PBX information gathering.

The present invention is not particularly limited this outside other device, comprises the CTI device that does not for example have specially appointed specification (hereinafter referred to as respective specification).For example, comprise the different CTI device of manufacturer etc.

Wherein, the state of above-mentioned telephone set comprises various states, and within it with which as object of the present invention, be not particularly limited.For example, the state of telephone set comprises the various states of call center.For example, have in its telephone set operator registration or in nullifying, leave medium state.And, the state of telephone set no matter its cause how, but information receiving state or can not information receiving state is arranged.The state of further such telephone set also comprises the talking state of the telephone set of posting a letter and conversing etc.

Wherein, above-mentioned ACD formation client is being connected but also do not have attended operation person telephone set, distribute at the connection of operator's telephone set and to wait for.And whether the state of this ACD formation for example comprises to distribute waits for free time, average latency etc.But it is that the present invention does not have the concrete state that limits such ACD formation for what kind of content.

At this, distribute control device to be additional to call center or the contact center that the work of respective specification CTI device for example above-mentioned PBX information gathering.In view of the above, collect ACD formation that PBX, the telephone set that is connecting this PBX, this PBX that this respective specification CTI device controlling managing and the state change information of the voice response device that is connecting this PBX, further it can be collected the result and be assigned to other system.But, the information of the different extension of ACD number that PBX, the telephone set that is connecting this PBX, this PBX that this respective specification CTI device is being controlled managing and the voice response device that is connecting this PBX etc. need be logined in advance in PBX information gathering and distribute in the control device.

Perhaps for example, employing or control PBX pass on to connect and call out, or be connected at utilization this PBX telephone set the operator, provide the CTI device (being respective specification CTI device 310) that closes the information that above-mentioned connection calls out in following execution mode, the status change notification of distributing control device to send based on PBX information gathering simultaneously can also be used and will offer the control part of posting a letter of above-mentioned PBX to the post a letter indication of calling out of the telephone number of the destination of posting a letter that is stored in database.In this case, by this posting a letter of control part controlling call of posting a letter, this is called out in case after connecting, it connects the control of calling out and can be undertaken by above-mentioned CTI device.When above-mentioned calling was posted a letter, the function of the predictive dialers of also can applying in a flexible way for example can the limit be advanced line pacing control, and the limit is to this PBX order (CTI order) of posting a letter.

So, by except CTI device (being respective specification CTI device 310), the control part of posting a letter as described above is set separately in following execution mode, even the producer is different etc. thus, in that even to comprise within all size of interconnective interface specification at least a portion different mutually, still can make up and utilize CTI device, PBX at an easy rate, possess the automatic transmitter of predictive dialers function etc. etc.

Thereby, the 8th invention～the 10 invention according to the application, improve the degree of freedom in the equipment combination of call center's utilization such as CTI device, PBX, automatic transmitter, the new formation and the device structure change of equipment can easily be carried out, thereby the function in carrying out the call center also is easy to the common utilization with existing equipment and the new equipment of introducing when adding, can effectively apply flexibly existing equipment thus, cut down the new equipment that adds, and then can suppress comprehensive call center's operating charges.

Description of drawings

Fig. 1 is the general structure block diagram that utilizes mode that a plurality of call center's utilization devices of the 1st execution mode of the present invention have been used in expression,

Fig. 2 is the general structure block diagram of the modified example of utilizing mode of the above-mentioned a plurality of call center's utilization devices of expression,

Fig. 3 is the apparatus structure block diagram that is illustrated in the call center of above-mentioned the 1st execution mode,

Fig. 4 is a plurality of call centers utilization device of above-mentioned the 1st execution mode of expression and the structured flowchart of cti server device,

Fig. 5 is the block diagram that is used to illustrate above-mentioned the 1st execution mode effect,

Fig. 6 is the flow chart that is illustrated in operator's unified management processing of a plurality of call centers in above-mentioned the 1st execution mode,

Fig. 7 is illustrated in the flow chart that the data base administration in above-mentioned the 1st execution mode is handled,

Fig. 8 is illustrated in the data structure diagram that operator in above-mentioned the 1st execution mode counts admin table,

Fig. 9 is the data structure diagram that is illustrated in the call center management table in above-mentioned the 1st execution mode,

Figure 10 is the data structure diagram of office's information management table outside the city that is illustrated in above-mentioned the 1st execution mode,

Figure 11 is the data structure diagram of the information that joins between CTI control device and operator's unified management device in above-mentioned the 1st execution mode of expression,

Figure 12 be the expression above-mentioned the 1st execution mode at the data structure diagram that goes on foot the information that joins between control device and the data bank management device surely,

Figure 13 is the structured flowchart that the 2nd execution mode of the present invention has been used in expression,

Figure 14 is a structured flowchart of representing the predictive dialer device that uses in the above-described embodiment,

Figure 15 is the structured flowchart that the 3rd execution mode of the present invention has been used in expression,

Figure 16 is the structured flowchart that is illustrated in the 1st example of the home agent device that uses in above-mentioned the 3rd execution mode,

Figure 17 is the structured flowchart that is illustrated in the 2nd example of the home agent device that uses in above-mentioned the 3rd execution mode,

Figure 18 is the structured flowchart that is illustrated in the 3rd example of the home agent device that uses in above-mentioned the 3rd execution mode,

Figure 19 is the structured flowchart that the 4th execution mode of the present invention has been used in expression,

Figure 20 is the structured flowchart that is illustrated in the predictive dialers engine that uses in above-mentioned the 4th execution mode,

Figure 21 is the structured flowchart that the 5th execution mode of the present invention has been used in expression,

Figure 22 is the block diagram of the signal flow of the expression effect that is used to illustrate above-mentioned the 1st～the 5th execution mode,

Figure 23 is the line chart that is illustrated in the registration picture in above-mentioned the 1st～the 5th execution mode,

Figure 24 is illustrated in the line chart that the 1st in above-mentioned the 1st～the 5th execution mode accepted picture,

Figure 25 is illustrated in the line chart that the 2nd in above-mentioned the 1st～the 5th execution mode accepted picture,

Figure 26 is the line chart that is illustrated in the contact resume picture in above-mentioned the 1st～the 5th execution mode,

Figure 27 is the line chart that is illustrated in the contact result screen in above-mentioned the 1st～the 5th execution mode,

Figure 28 is the structured flowchart that the 6th execution mode of the present invention has been used in expression,

Figure 29 is the structured flowchart that the 7th execution mode of the present invention has been used in expression,

Figure 30 is the structured flowchart that the 8th execution mode of the present invention has been used in expression,

Figure 31 is the block diagram of the signal flow of the expression effect that is used to illustrate above-mentioned the 5th～the 8th execution mode,

Figure 32 is the structured flowchart that the 9th execution mode of the present invention has been used in expression,

Figure 33 is the structured flowchart of the modified example of expression the 9th execution mode,

Figure 34 is the structured flowchart that is illustrated in the control device of posting a letter automatically that uses in the 9th execution mode,

Figure 35 is the structured flowchart that the 10th execution mode of the present invention has been used in expression,

Figure 36 is the structured flowchart that is illustrated in the control device of posting a letter automatically that uses in the 10th execution mode,

Figure 37 is the structured flowchart that the 11st execution mode of the present invention has been used in expression,

Figure 38 is the structured flowchart that is illustrated in the control device of posting a letter automatically that uses in the 11st execution mode,

Figure 39 is the structured flowchart that the 12nd execution mode of the present invention has been used in expression,

Figure 40 is illustrated in the structured flowchart that the PBX information gathering of using in the 12nd execution mode distributes control device,

Figure 41 is the structured flowchart that the 13rd execution mode of the present invention has been used in expression,

Figure 42 is illustrated in the 9th execution mode～the 11st execution mode, the 13rd execution mode, and has added the sequence chart of the work example when posting a letter function automatically in the 12nd above-mentioned execution mode,

Figure 43 is the sequence chart of continuous this Figure 42.

Embodiment

Below, describe embodiments of the present invention in detail with figure.

At first, detailed description is about the application's the 1st invention～the 3 working of an invention mode.

Fig. 1 is the block diagram of the general structure of utilizing mode of a plurality of call centers utilization devices 10 of the 1st execution mode of expression the 1st invention～the 3 invention of having used the application.

In this drawing, be provided with in the call center of call center's device 3, carrying out giving the business of dialling in of the dial-out of the conversation that customer initiated call machine 5 posts a letter conversation professional and that collect mail from customer initiated call machine 5 via public telephone circuit 1 via public telephone circuit 1.Carrying out transfering to business and dialling in business by a plurality of operators in the call center.

Further, these a plurality of call centers devices 3 are connecting a plurality of call center's utilization devices 10.Wherein Fig. 2 is the modified example of present embodiment, and a plurality of call center's utilization devices 10 also can constitute with any call center device 3 as shown in Figure 2 together compoundly.

Fig. 3 is the structured flowchart of call center's device 3 of expression present embodiment.

In this drawing, the call center's device 3 that is provided with in the call center, be provided with PBX50 and a plurality of telephone sets 52 of being provided with for each operator and a plurality of customer set up 54 and CTI (Computer Telephony Integration) server unit 70 with for being connected the special circuit jockey 56 that a plurality of call centers use devices 10.And PBX50 and a plurality of customer set up 54 and cti server device 70 and special circuit jockey 56 are interconnecting with LAN (Local Area Network) 59.

In such call center, utilize the operator to predict the function of posting a letter, the business that the what is called of carrying out customer initiated call machine 5 being posted a letter from call center side is transferred to.

That is,, automatically dial client's telephone number and post a letter by the prediction function of posting a letter.Then, be connected to client side if this posts a letter to call out via public telephone circuit 1, then in the call center, this calls out the telephone set 52 that is connected to the operator by PBX50.Simultaneously, the client's of receiver's number of relevant this calling etc. information is delivered to its operator's customer set up 54 from cti server device 70, and is presented on the picture of this customer set up 54.

Fig. 4 is a plurality of call centers utilization device 10 of expression present embodiment and the structured flowchart of cti server device 70.

In Fig. 4, a plurality of call center's utilization devices 10 have operator's unified management device 11; With data bank management device 22.And these a plurality of call center's utilization devices 10 have the operator as shown in Figure 8 who uses by operator's unified management device 11 and count admin table 12.Further, these a plurality of call centers utilization devices 10 have office's information management table 27 outside the Customer Information database 24 handled by data bank management device 22 and call center management table 26 as shown in Figure 9 and the city as shown in figure 10.

Cti server device 70 possesses CTI control device 72; Surely go on foot control device 74.In addition, the above-mentioned step control device 74 of deciding has the predictive dialer device.At this, PBX50 is different with cti server device 70 in each call center.But prepare, between the call center, use the identical predictive dialer device of using computer program to constitute with software.

Wherein, CTI control device 72 and go on foot control device 74 surely and operator's unified management device 11 and data bank management device 22 can constitute one part at least respectively by computer program.For example, respectively as CTI control program 72 with go on foot control program 74 surely and operator's unified management program 11 and data base administrator 22, also be possible.

Fig. 5 is the block diagram for the effect of explanation present embodiment.Fig. 6 is the flow chart of processing of representing operator's unified management of a plurality of call centers in the present embodiment.Fig. 7 is a flow chart of representing that data base administration is in the present embodiment handled.

On situation illustrated in fig. 5, illustrate 2 call centers, i.e. call center 1 and call center 2.And, on the situation about illustrating, only illustrate and in cti server device 1 (70A), make CTI control device 1 (72A) and go on foot control device 1 (74A) was associated, made CTI control device 2 (72B) and goes on foot the part that control device 2 (74B) is associated, in addition a plurality of call centers' utilization devices 10 is associated surely in cti server device 2 (70B) structure surely.And 1.～8. the symbol among the figure be the transmitting-receiving of the signal of the following explanation of expression, and take place with this number sequence.

Among Fig. 5, with CTI control device 1, to PBX1 (50A) post a letter, respond, the CTI of cut-out etc. orders.And, the information of the collection of letters that management comes from passing on of PBX1, response, cut-out etc.Further, also carry out operator's condition managing.

With the state that goes on foot control device 1 administrative operator surely (in the conversation, in the reprocessing, free time).In view of the above, go on foot control device 1 surely as the prediction function of posting a letter, to data bank management device 22 requests for predicting the data set of posting a letter.And go on foot control device 1 surely and will send to CTI control part 1 at this request from this data set that data bank management device 22 receives as return value.

With CTI control device 2, to PBX2 (50B) post a letter, respond, the CTI order of cut-out etc.And, the information of the collection of letters that management comes from passing on of PBX2, response, cut-out etc.Further, also carry out operator's condition managing.

With the state that goes on foot control device 2 administrative operators surely (in the conversation, in the reprocessing, free time).In view of the above, go on foot 22 requests of 2 pairs of data bank management devices of control device surely for predicting the data set of posting a letter.And go on foot surely control device 2 will be at this request from data bank management device 22 as this data set that return value receives, send to CTI control part 2.

Secondly, in a plurality of call center's utilization devices 10, the registration operator number of operator's unified management device 11 management CTI control parts 1, CTI control part 2.Situation is shown in the flow chart of Fig. 6 in detail.With data bank management device 22 data set of posting a letter of making step control part 1 by oneself and going on foot the request of control part 2 is surely arranged from 24 extractions of Customer Information database.Situation is shown in the flow chart of Fig. 7 in detail.

Wherein, in the present embodiment, so-called registration is meant no matter in practical business the time, when waiting for the latency services of conversation etc., all is to carry out professional state as the operator perhaps.In the present embodiment, registration comprises to be transferred to business and dials in business.And in the present embodiment, when the operator registers in the dial-out business, the meaning of input " in the dial-out business, registering " in the customer set up 34 at own seat.

Below, use these block diagrams and flow chart, the effect of relevant present embodiment is described.

In a plurality of call centers, operator's number of implementing the prediction business of posting a letter is distributed to each call center neatly.For this reason, a plurality of call center's utilization device 10 1 sides, fitting operation person's unified management device 11 carries out the unified management of operator's number.Wherein, a plurality of call center's utilization devices 10 also can constitute in general database server, also can constitute a part at least in such database server in other words.

At first, when the operator's number that will implement the prediction business of posting a letter is distributed to each call center, 11 supposition of operator's unified management device, permission N people's prediction addresser's registration in a plurality of call centers are all.This N value is to be stored in operator shown in Figure 8 in advance to count maximum registration operator number in the admin table 12, is the maximum registration operator number to the all-calls center.

When the operator who belongs to call center 1 is registered in cti server device 1, be that the operator is when having imported the meaning of " registering " in the customer set up 34 at own seat in the dial-out business, from this customer set up 34, the situation that has this input is conveyed to cti server device 70 (cti server device 1) via LAN59.So, the CTI control device 1 in this cti server device 1, to being installed on the operator's unified management device 11 in a plurality of call center's utilization devices 10, the text with the data of representing as the top of Figure 11 constitute carries out the inquiry that could register.So, operator's unified management device 11, if registrable then login this operator message after, with the registrable meaning, the text that the data of representing with the bottom of Figure 11 constitute is notified to the CTI control device 1 of cti server device 1.

Wherein, in Figure 11, operator I D provides to all each operators in the call center, is identification number independently to each operator.According to this operator ID, can identify is information or the indication relevant with which operator.

Among Fig. 5, as the text that the CTI control part 1 shown in using 1. constitutes with the data of representing as the top of Figure 11, portion carries out register requirement to operator's unified management.To this request, in operator's unified management device 11, carry out the processing that step 514 is represented to step 524 among Fig. 6.Its result, operator's unified management device 11 to CTI control part 1, returns if normal termination is 0, if abnormal ending is-1 return value with the text that the data of representing as the bottom of Figure 11 constitute.

Secondly, shown in 2., go on foot the text that control part 1 constitutes with the data of representing as the top of Figure 12 surely, 22 requests are to predict the data set of posting a letter to data bank management device.To this request, data bank management device 22 is carried out the processing that step 614 is represented to step 618 among Fig. 7.Its result, as return value, the text so that the data of representing as the bottom of Figure 12 constitute returns the data set that comprises the destination telephone number of posting a letter from data bank management device 22.

Wherein, in the bottom of Figure 12, calling out ID is 54 pairs of data bank management devices 22 of customer set up, the keyword message that uses when inquiring the Customer Information suitable with the destination telephone number of posting a letter etc.

Then in 3., go on foot 1 pair of CTI control part of control part 1 surely and send with the data set of 2. obtaining.Secondly in 4., 1 couple of PBX1 of CTI control part is to the order of posting a letter with each transmission of the data set of 2. obtaining.

And, when the operator who belongs to call center 2 is registered in cti server device 2, when promptly in the customer set up 34 at own seat, importing the meaning of " in the dial-out business, registering ", from this customer set up 34, the situation that has this input is conveyed to cti server device 70 (cti server device 2) via LAN59.So, the CTI control device 2 in this cti server device 2, to being installed on the operator's unified management device 11 in a plurality of call center's utilization devices 10, the text with the data of representing as the top of Figure 11 constitute carries out the inquiry that could register.So, operator's unified management device 11, if registrable then register this operator message after, with the registrable meaning, the text that the data of representing with the bottom of Figure 11 constitute is notified to the CTI control device 2 of cti server device 2.

Secondly, among Fig. 5, as the text that the CTI control part 2 shown in using 5. constitutes with the data of representing as the top of Figure 11, portion carries out register requirement to operator's unified management.To this request, in operator's unified management device 11, carry out the processing that step 514 is represented to step 524 among Fig. 6.Its result, operator's unified management device 11 to CTI control part 2, returns if normal termination is 0, if abnormal ending is-1 return value with the text that the data of representing as the bottom of Figure 11 constitute.

Then as shown in 6., go on foot the text that control part 2 constitutes with the data of representing as the top of Figure 12 surely, 22 requests are to predict the data set of posting a letter to data bank management device.To this request, carry out the processing that step 614 is represented to step 618 among Fig. 7 at data bank management device 22.Its result, as return value, the text so that the data of representing as the bottom of Figure 12 constitute returns the data set that comprises the destination telephone number of posting a letter from data bank management device 22.

Then in 7., go on foot 1 pair of CTI control part of control part 1 surely and send with the data set of 6. obtaining.In 8., 1 couple of PBX1 of CTI control part is to the order of posting a letter with each transmission of the data set of 6. obtaining.

As above, because the operator that unified management can be registered, so have a plurality of places, predicting from each place when posting a letter, when the different inner exchanging machine of machine is being used in each place, can not fix operator's number in each place, and along with the situation that at every moment changes, batch operation person's number neatly.

And, predicting from each place when posting a letter, be installed on cti server device 1 decide step control device 1 and be installed on cti server device 2 decide step control device 2, can be to the data bank management device 22 that is installed on a plurality of call center's utilization devices 10, request and the corresponding to data of should posting a letter of each fixed step control.At this moment, can extract data out from same database, a plurality of call centers are posted a letter by same database realization prediction becomes possibility.

Further, in the cti server admin table of Fig. 9, office outside the city of the location of call center and call center thereof number is stored in each website number at call identifying center.And, outside the city of Figure 10 in office's information table, telephone charges is stored in as in outside each city in the area of predicting the object of posting a letter innings number in advance with the website number (relative importance value 1) of minimum nearest call center and the secondly few secondly website number (relative importance value 2) of near call center of telephone charges.When the data of posting a letter are predicted in extraction,, predict that each call center that posts a letter is suppressed at Min. with telephone charges and becomes possibility and make because of data bank management device 22 utilizes office's information table outside these cti server admin tables and the city.

As described above, in this 1st execution mode, can use the application's the 1st invention～the 3 invention effectively.Thereby, can seek to depend on effective utilization of the device resource of the human resources of call center and operator's number, further the efficient activity of the maintenance management by database etc. and suppress telephone charges usefulness at client suppresses comprehensive call center's operating charges.

In the present embodiment, as mentioned above, having the predictive dialer device of deciding step control part 74 is the device different with PBX50 with the CTI control device, therefore, can easily provide to be not limited in the prediction of the machine of the inner exchanging machine (PBX50 etc.) of the call center function of posting a letter.Particularly, as mentioned above, the feature of the predictive dialer device that constitutes with software with computer program is can easily provide to be not limited in the prediction of the machine of inner exchanging machine (PBX50 etc.) function of posting a letter, and the identical prediction function of posting a letter also can easily be provided between the call center.

Below, with 4th invention～the 7 working of an invention mode of figure detailed description about the application.

Below Shuo Ming the 1st～the 5th working of an invention mode is to carry out being connected in any call center 110 side or home agent device 200 sides with posting a letter to client in the dial-out business and corresponding calling being arranged in PBX116.And below Shuo Ming the 5th～the 8th execution mode is the calling of carrying out having such correspondence in office side's switch 172, is connected in home agent device 200 sides.

For example in CBR (Carrier Based Routing),, in the switch in common line, defer to the collection of letters calling that certain allocation rule distributes generation for above-mentioned call center according to the fixed ratio between the call center that is predetermined.Further also carrying out, pointing out its specification, giving outside person enterprise etc. as utilizing the operation call center, be provided as the function of the such distribution of control by the people of operation public network.The application's the 4th invention～the 7 invention is not limited thereto, and for example also has the standard agreement that with SS7, UDP/IP, X.25 waits representative.

And certain network service is the processing by the agreement of relevant such public network.Want the people of Control Allocation, this webserver is inquired, and this webserver is deferred to the notice of its result's regulation.In view of the above, can determine final collection of letters place.Below Shuo Ming the 5th～the 8th execution mode is utilizing such webserver.Wherein, as the people that will utilize the above-mentioned webserver, the node of visiting this webserver is called SCP (ServiceControl Point).

Wherein, there are not home agent device 200 in the 2nd execution mode and the 4th execution mode about following explanation.Thereby in the following description, about these the 2nd execution modes and the 4th execution mode, when the operator (teleoperator) of call center 110 a long way off utilizes home agent device 200, consider to replace to the device that constitutes by telephone set 112 and operator terminal 114.

Figure 13 is that the structured flowchart that the 4th of the application invents the 2nd execution mode of～the 7 invention has been used in expression.

2 call centers 110 among this figure all use the dial-out business of predictive dialer device 130 to become possibility.Call center 110 is not limited to 2, also can be arranged to more.

And call center 110 all is located at the place different with predictive dialer device 130.Thereby, all become remote agent.

Perhaps, predictive dialer device 130 also can be arranged on identical place together with any call center 110.At this moment, outside this call center 110, become remote agent.

Among this figure, disposing telephone set 112 and operator terminal 114 in call center 110, for each operator.Telephone set 112 is connecting public network 101 via PBX116.Telephone set 112 is connecting client's telephone set by public network 101.And operator terminal 114 also can be realized by for example personal computer.

And among this figure, the symbol is to connect internetwork jockey.All operator terminals 114 or PBX116 are connecting the LAN (Local Area Network) 18 that is setting up in each call center 110.And any LAN118 passes through above-mentioned jockey, is connected in WAN150.

Thereby predictive dialer device 130 becomes possibility via the transmitting-receiving that the LAN118 and the PBX116 of WAN150 and each call center 110 carries out information.Specifically, predictive dialer device 130 can obtain necessary information from PBX116.And predictive dialer device 130 can be delivered to PBX116 with predetermined command information, can control the work of PBX116 with this.

Figure 14 is a structured flowchart of representing the predictive dialer device 130 that uses in the present embodiment.

As shown in the figure, predictive dialer device 130 has predictive dialers control part 131; With data bank management device 140.And predictive dialer device 131 is comprising CTI (ComputerTelephony Integration) control device 133 and is going on foot control device 135 surely and management and control device 137.

If CTI control device 133 is the collections of letters that come from client in order to have in dialling in business, then the operator is distributed in this collection of letters, thus control PBX116.At this moment, carry out, give the control of the information that suitable operations of operators person's terminal 114 passes on necessity relevant with the collection of letters from data bank management device 140.

Further, CTI control device 133 has and is transfering to professional function associated.Be CTI control device 133, predict when posting a letter (prediction is posted a letter) going on foot control device 135 surely, carry out control in dialing of posting a letter of PBX116 etc.And, when carrying out such prediction and post a letter,, when dialing, obtain comprising the information of the client's inventory that should post a letter successively from data bank management device 140.

Figure 15 has used the structured flowchart that the 4th of expression the application invents the 3rd execution mode of～the 7 invention.

In the present embodiment, to the 2nd above-mentioned execution mode, home agent device 200 and network service device 142 have been added.Other identical with the 2nd execution mode.

2 call centers 110 all use the dial-out business of predictive dialer device 130 to become possibility among this figure.Call center 110 is not limited to 2, also can be arranged to more.

Further in the present embodiment, home agent device 200 is a kind of remote agents, is to wait operator for a basic people as the teleoperator with the worker of family.But also can be with the artificial object of number.

And the operator terminal 114 that the home agent device 200 of present embodiment has is utilizing so-called browser.For example utilize the browser of " explorer " that MS makes etc.And, in this operator terminal 114, there is not built-in the program that operation and above-mentioned Customer Information show usefulness that is used to register.These programs be when carrying out at every turn the webserver 142 from management and control device side download.Thereby home agent device 200 sides not only do not need these programs of keeping and take capacity as hard disk unit, and there is no need to carry out the management of the renewal etc. of these programs.

Figure 16 is the structured flowchart of the 1st example of expression home agent device 200.

The home agent device 200 of the 1st example adds telephone set 112 and the operator terminal 114 that the operator utilizes, and also has TA (Terminal Adapter) device 202.This TA device 202 is to be the jockey that is connected in public network 101 by the IN864 that the NTT of home communications enterprise provides.In the home agent device 200 of this 1st example, the conversation of the public network 101 by telephone set 112 is utilizing TA device 202.And operator terminal 114 is connected to the accessing points of appointment etc., thereby is connected in WAN150 by TA device 202 via public network 101.To the connection of the WAN150 of the operator terminal 114 that uses such TA device 202, also can carry out via the internet.

Figure 17 is the structured flowchart of the 2nd example of expression home agent device 200.

The home agent device 200 of the 2nd example adds telephone set 112 and the operator terminal 114 that the operator utilizes, and also has TA (Terminal Adapter) device 202.Operator terminal 114 in the home agent device 200 of this 2nd example, identical with the home agent device 200 of the 2nd example, connect the accessing points of appointment etc. by TA device 202 via public network 101, thereby be connected in WAN150.But, in the home agent device 200 of the 2nd example, the conversation of the public network 101 by telephone set 112 does not utilize TA device 202 and is directly connected in public network 101 and carries out.

Figure 18 is the structured flowchart of the 3rd example of expression home agent device 200.

In the home agent device 200 of the 3rd example, TA device 202 is arranged in the operator terminal 114.This operator terminal 114 also can be realized by for example personal computer.And, add the data communication interface device 220 that in the data communication of the operator terminal 114 that has utilized this TA device 202, utilizes, also have for realizing the voice call interface arrangement 210 of telephone set 112.The operator utilizes microphone apparatus 214 and the speaker unit 216 that constitutes as the head device 212 that is worn over operator (user) head as earphone, send words by microphone apparatus 214, is talked about by speaker unit 216, and client is conversed.And, in the home agent device 200 of the 3rd such example, identical with the home agent device 200 of above-mentioned the 1st example, the connection to the WAN150 of the conversation of the public network 101 of the telephone set that utilizes by the operator and operator terminal 114 is utilizing TA device 202.

Figure 19 is that the structured flowchart that the 4th of the application invents the 4th execution mode of～the 7 invention has been used in expression.

In the present embodiment, the part of the predictive dialer device 130 that has with the 2nd above-mentioned execution mode constitutes as predictive dialers engine 146, and is arranged at each call center 110.

Figure 20 is the structured flowchart of the predictive dialers engine 146 that uses in the present embodiment of expression.

As shown in the figure, in device,, CTI control device 133, go on foot control device 135, and data bank management device 140 surely, constitute predictive dialers engine 146 by beyond the management and control device 137 with predictive dialer device 130.Be provided with respectively about management and control device 137 and predictive dialers engine 146.

Figure 21 is that the structured flowchart that the 4th of the application invents the 5th execution mode of～the 7 invention has been used in expression.

In the present embodiment, the 4th above-mentioned execution mode home agent device 200 and network service device 142 have been added.This network service device 142 and management and control device 137 are connecting LAN152.And LAN152 is connecting WAN150.Other identical with the 4th execution mode.

Wherein, because of network service device 142 and management and control device 137 are provided with jointly, so can seek these management unified.For example, can seek to control these the renewal of program and the renewal of the program in the operator terminal 114 that is arranged at network service device 142, downloaded etc., all management unified.But, illustrated as the dotted line with symbol 42 among Figure 21, also network service device 142 can be arranged at call center 110 sides.

Home agent device 200 is a kind of remote agents, waits to basic with the worker of family, and a people's operator is as the teleoperator.But also can be with the artificial object of number.

And the operator terminal 114 that the home agent device 200 of present embodiment has is utilizing so-called browser.For example utilize the browser of " explorer " that MS makes etc.And, in this operator terminal 114, there is not built-in the program that is used to register the demonstration usefulness of operation and above-mentioned Customer Information.These programs be when carrying out at every turn the network service device 142 from management and control device side download.Thereby home agent device 200 sides not only do not need these programs of keeping and take capacity as hard disk unit, but there is no need to carry out the management of the renewal etc. of these programs.

Figure 22 is the block diagram that is expressed as the signal flow of the effect that the 1st～the 5th above-mentioned execution mode is described.

Among this figure, single-point line expression by for being connected of the conversation of the voice of client's 103 correspondences.In addition, double dot dash line is expressed as to be established and keeps such conversation, and is the signal flow of relevant controlling that the information relevant with client 103 is provided to the operator in such conversation.And it is picture displayed in operator terminal 114 that operator terminal is accepted picture 114a, is the picture of Figure 24 described as follows and Figure 25.

Secondly, Figure 23 is the line chart that is illustrated in the registration picture of these execution modes.Figure 24 is illustrated in the line chart that the 1st of these execution modes are accepted picture.Figure 25 is illustrated in the line chart that the 2nd of these execution modes are accepted picture.Figure 26 is the line chart that is illustrated in the contact resume picture of these execution modes.Figure 27 is the line chart that is illustrated in the contact result screen of these execution modes.

Among these Figure 23～Figure 27, the rectangle of single-point line is by the position indication of the mouse of pointing input device and can carries out the demonstration of the button on the picture of pressing operation by clicking operation.And the rectangle of dotted line is the zone that shows input characters.In other words, the rectangle of dotted line is the zone of the information that shows that the information relevant with client etc. has been imported.Wherein, at operator terminal 114, the input tool as the operator utilizes is connecting mouse and keyboard.

Below, the effect of the 1st～the 5th execution mode is described with Figure 22～Figure 27.

At first, in these execution mode, the registration of the operator terminal 114 by home agent device 200 is carried out the following item of enumerating by the order of enumerating.

A. the location registration process of home agent.

A1. the operator of home agent device 200 (teleoperator) starts browser in the operator terminal 114 of this home agent device 200.Then, the access web server device 142.And, should show among Figure 23 the illustrated registration picture line operate of going forward side by side in the browser, be loaded in a kind of of web application 144 in the network service device 142 down for showing the program of this registration picture, startup afterwards.Wherein,, also can carry out, perhaps also can be undertaken by other the path of WAN150 via the internet to the visit of the network service device 142 of such operator terminal 114.

A2. then, the operator of home agent device 200 by illustrated picture among the Figure 23 that shows at operator terminal 114, via the internet or by other the path of WAN150, carries out register requirement in predictive dialers control part 131.

A3. the home agent device 200 of register requirement has been carried out in 131 logins of predictive dialers control part.

A4. in the operator terminal 114 of the home agent device 200 that has carried out register requirement, via the internet or by other the path of WAN150, be to show the illustrated picture of accepting among Figure 24 and Figure 25, be enabled in network service device 142 web application 144 a kind of for showing that this accepts the program of picture.Then, show that in suitable operator terminal 114 this accepts picture.

Secondly, in these execution mode, the prediction of relevant home agent device 200 processing of posting a letter is carried out the following item of enumerating by the order of enumerating.

B. predict the processing of posting a letter.

B1. 131 pairs of data bank management devices of predictive dialers control part 140 ask to post a letter data.

B2. data bank management device 140 will send to this predictive dialers control part 131 from the data of posting a letter of predictive dialers control part 131 requests.

B3. 131 couples of PBX116 of predictive dialers control part send the order of posting a letter.

Further, in these execution mode, home agent device 200 and client's 103 connection processing is carried out the following item of enumerating by the order of enumerating.

C. with the connection processing of home agent.

C1.PBX116 transfers to the telephone set 112 of home agent device 200 with the calling that client 103 has responded.

C2.PBX116 sends to CTI control device 133 with response message.

C3.CTI control device 133 sends to data bank management device 140 with response message.

C4. data bank management device 140 is based on this response message, and retrieval obtains Customer Information by the database of these data bank management device 140 management.Then, via the internet or by other the path of WAN150, a kind of by at the web application 144 of network service device 142 accepts the program of picture for showing this, notifies client 103 responsive state and Customer Information.

C5. operator in family's agent apparatus 200 sides via the internet or by other the path of WAN150, as illustrated in Figure 25, can show Customer Information accepting on the picture.Further, the operator carries out the operation of appointment, can be presented in its operations of operators person's terminal 114 as illustrated picture among Figure 26 and Figure 27.In Figure 24 and Figure 25, press button, can show the picture of Figure 26, press the button of " contact result ", can show the picture of Figure 27 with single-point line illustrated " contacting resume ".

As above, if according to these execution modes, can use the application's the 4th invention～the 7 invention effectively.Thereby, being under the situation of object, also can dispose the operator of corresponding client's call center a long way off to transfer to business, can seek to improve the efficiency of operation of call center and cut down operating charges.

Figure 28 is that the structured flowchart that the 4th of the application invents the 6th execution mode of～the 7 invention has been used in expression.

In the present embodiment, and in the 6th and the 8th following execution mode, carrier wave method, apparatus 170 is included in the public network.And office side's switch 172 of carrier wave method, apparatus 170 is the devices that carry out the exchange that connects at the circuit of public network.

In the present embodiment, in the carrier wave method, apparatus 170 in being contained in public network, constituted part with above-mentioned predictive dialer device 130 function associated.That is, in carrier wave method, apparatus 170, when constituting predictive dialers control part 131 and data bank management device 140, constituted network service device 142.

Wherein, in carrier wave method, apparatus 170, the network 154 outside the office side's switch 172 that is connecting is networks of the appointment of LAN etc.

Figure 29 is that the structured flowchart that the 4th of the application invents the 7th execution mode of～the 7 invention has been used in expression.

In the present embodiment, in the carrier wave method, apparatus 170 in being contained in public network, constituted part with above-mentioned predictive dialer device 130 function associated.That is, in carrier wave method, apparatus 170, when constituting predictive dialers control part 131, constituted network service device 142.And data bank management device 140 is arranged at and utilizes in the enterprise side equipment 180.

At this, above-mentioned what is called utilizes enterprise to be meant that the dial-out business utilizes enterprise, is by transfering to the professional enterprise that client is provided all services.

In the present embodiment,, data bank management device 140 utilizes in the enterprise side equipment 180, so utilize enterprise can easily upgrade data bank management device 140 because of being arranged at.For example, when prediction is posted a letter, also updated stored information in the data bank management device 140 of the inventory that comprises the client 103 that should post a letter etc. easily.

Wherein, in utilizing enterprise side equipment 180, the network 156 outside the data bank management device 140 that is connecting is networks of the appointment of LAN etc.

Figure 30 is that the structured flowchart that the 4th of the application invents the 8th execution mode of～the 7 invention has been used in expression.

In the present embodiment, utilize above-mentioned network service,, be controlled at the distribution of office side's switch 172 from call center's operation specialized company method, apparatus 182.Promptly, utilize such network service, by the predictive dialers control part 131 of call center operation specialized company method, apparatus 182, post a letter and when client 103 the calling of response is arranged, distribute to the telephone set 112 of suitable home agent device 200 when predicting.

At this, above-mentioned so-called call center operation specialized company is meant to receive and transfers to professional trust, and carries out these professional companies.This call center operation specialized company has equipment and the operator for carrying out such business, and that acts on behalf above-mentioned dial-out business utilizes all services that enterprise will provide client etc.

In the present embodiment, in call center's operation specialized company method, apparatus 182, constituted part with above-mentioned predictive dialer device 130 function associated.That is, in call center's operation specialized company method, apparatus 182, constitute predictive dialers control part 131, constituted network service device 142 simultaneously.And data bank management device 140 is arranged at and utilizes in the enterprise side equipment 180.

In the present embodiment, because of data bank management device 140 is set in utilizing enterprise side equipment 180, so utilize enterprise can easily upgrade data bank management device 140.For example, when prediction is posted a letter, also updated stored information in the data bank management device 140 of the inventory that comprises the client 103 that should post a letter etc. easily.

Further, in call center's operation specialized company method, apparatus 182, possesses the structure of transfering to business and dialling in business for providing.Thereby operation specialized company in call center's can carry out the maintenance of these professional equipment to effectively utilize its technology.

Wherein, in call center operation specialized company method, apparatus 182, the network 158 outside the predictive dialers control part 131 that is connecting is networks of the appointment of LAN etc.

And this network 158 is connected in the node of the above-mentioned SCP of being called in carrier wave method, apparatus 170, by as above-mentioned network service, visit office side switch 172.By this visit, the predictive dialers control part 131 of call center's operation specialized company method, apparatus 182 is carrying out the control of posting a letter and changing of office side's switch 172.

Figure 31 is the block diagram that is expressed as the signal flow of the effect that the 5th～the 8th above-mentioned execution mode is described.

As shown in the drawing, office side's switch 172 has control part of posting a letter 174 and conversion and control portion 176.These post a letter control part 174 and conversion and control portions 176 by the network service relevant with public network as described above 101, control from predictive dialer device 130 sides.

So by network service control, the control part 174 of posting a letter carries out representing as single-point line J1 among the figure to the posting a letter of the circuit of the telephone set 112 of home agent device 200, makes this circuit become holding state.And by such network service control, the control part 174 of posting a letter carries out to the posting a letter of the circuit of client 103 telephone set, and represents as single-point line J2 among the figure, makes this circuit become holding state.Then, conversion and control portion 176 as single-point line J 3 expressions among the figure, connects the circuit of these holding states by such network service.

Below, the effect of the 5th～the 8th execution mode is described with Figure 31 or above-mentioned Figure 23～Figure 27.

At first, in these execution mode, the registration of the operator terminal 114 by home agent device 200 is carried out the following item of enumerating with the order of enumerating.

D. the location registration process of home agent.

D1. the operator of home agent device 200 (teleoperator) starts browser in the operator terminal 114 of this home agent device 200.Then, the access web server device 142.And, in browser, should show among Figure 23 the illustrated registration picture line operate of going forward side by side, be loaded in web application 144 a kind of of network service device 142 down, for showing the program of this registration picture, startup afterwards.Wherein,, also can carry out, perhaps also can be undertaken by other the path of WAN150 via the internet to the visit of the network service device 142 of such operator terminal 114.

D2. then, the operator of home agent device 200 by illustrated picture among the Figure 23 that shows at operator terminal 114, via the internet or by other the path of WAN150, carries out register requirement in predictive dialers control part 131.

D3. the predictive dialers control part 131, make the communication line drawn game side switch 172 of the telephone set 112 that is connected in the home agent device 200 that has carried out register requirement become connection status.

D4. in the operator terminal 114 of the home agent device 200 that has carried out register requirement, via the internet or by other the path of WAN150, for showing the illustrated picture of accepting among Figure 24 and Figure 25, be enabled in web application 144 a kind of of network service device 142, accept the program of picture for showing this.Then, show that in this operator terminal 114 this accepts picture.

Secondly, in these execution mode, post a letter in the prediction relevant and to handle, carry out the following item of enumerating with the order of enumerating with home agent device 200.

E. predict the processing of posting a letter.

E1. 131 pairs of data bank management devices of predictive dialers control part 140 ask to post a letter data.

E2. data bank management device 140 will send to this predictive dialers control part 131 from the data of posting a letter of predictive dialers control part 131 requests.

E3. predictive dialers control part 131 side's of playing a game switches 172 send the order of posting a letter.

Further, in these execution mode,, carry out the following item of enumerating with the order of enumerating to home agent device 200 and client's 103 connection processing.

F. with the connection processing of home agent.

F1. office side's switch 172 is distributed to the communication line of the telephone set 112 that is connected in home agent device 200 with the calling of client's 103 responses.At this moment, the telephone set 112 of client 103 and home agent device 200 becomes talking state.

F2. office side's switch 172 sends to response message the CTI control device 133 of predictive dialers control part 131 inside.

F3.CTI control device 133 sends to data bank management device 140 with response message.

F4. data bank management device 140 is based on this response message, and retrieval obtains Customer Information by the database of these data bank management device 140 management.Then, via the internet or by other the path of WAN150, a kind of by at the web application 144 of network service device 142 accepts the program of picture for showing this, notifies client 103 responsive state and Customer Information.

F5. family's agent apparatus 200 sides, the operator with the connection sound confirmation that comes from office side's switch 172 with being connected of client 103 after, via the internet or by other the path of WAN150, as illustrated in Figure 25, Customer Information is presented at accepts on the picture.Further, the operator carries out the operation of appointment, can be presented in this operations of operators person's terminal 114 as illustrated picture among Figure 26 or Figure 27.

As above, if according to these execution modes, can use the application's the 4th invention～the 7 invention effectively.Thereby, being under the situation of object, also can dispose corresponding client's call center operator person a long way off to transfer to business, can seek to improve the efficiency of operation of call center and cut down operating charges.

Below, describe the 8th of relevant the application in detail with figure and invent～the 10 working of an invention mode.

Figure 32 is that the structured flowchart that the 8th of the application invents the 9th execution mode of～the 10 invention has been used in expression.

2 call centers 110 among this figure all use the control device 320 of posting a letter automatically can transfer to business.Call center 110 is not limited to 2, also can be provided with more.

And these call centers 110 all are arranged on the place different with the control device 320 of posting a letter automatically.Thereby, all become remote agent.In these any call center 110, also can utilize via post a letter the automatically function of control device 320 of WAN (Wide Area Network) 150 effective utilizations.

In other words, the control device 320 of posting a letter automatically as the modified example of Figure 33, also can be arranged on identical place with any call center 110 together.At this moment, the call center 110 of the control device 320 of posting a letter automatically be not set, is becoming remote agent, can utilize via post a letter the automatically function of control device 320 of the effective utilization of WAN150.

At this, respective specification CTI device 310 makes this PBX116 work also can pass on to connect and calls out by sending the order control PBX116 of appointment.And, can pass through operator terminal 114, utilization is connected in the operator of the telephone set 112 of this PBX116, provide and relevant information is called out in this connection.For example, can provide connection client the residence and to the resume of past inquiry etc., available information on the operator service.

And if the collection of letters that comes from client is arranged in dialling in business, for the operator is distributed in this collection of letters, respective specification CTI device 310 will be controlled PBX116.At this moment, data library device from this respective specification CTI device 310 inside, perhaps, be transferred to suitable operations of operators person's terminal 114 with the information of necessity of the relevant collection of letters that does not have illustrated path to obtain from database control part 350 and database information storage part 352.

And among this figure, the symbol is to connect internetwork jockey.All operator terminals 114 and PBX116 are connecting the LAN (LocalArea Network) 18 that is setting up in each call center 110.And any LAN118 passes through above-mentioned jockey, is connecting WAN150.

Thereby the control device 320 of posting a letter automatically is via the LAN118 of WAN150 and each each call center 110, and the information transmit-receive between the PBX116 becomes possibility.Specifically, the control device 320 of posting a letter automatically can obtain necessary information from PBX116.And the control device 320 of posting a letter automatically can transfer to PBX116 with predetermined command information, can control the work of PBX116 with this.

Figure 34 is a structured flowchart of representing the control device 320 of posting a letter automatically that uses in the present embodiment.

As shown, the control device 320 of posting a letter is automatically distributed control device 322, is gone on foot control part 342, the control part 344 of posting a letter, database control part 350 and database information storage part 352 surely and constitute by PBX information gathering.And PBX information gathering distributes control device 322 to be made of PBX information gathering control part 332 and PBX information distribution control part 334.

At this, by go on foot control part 342 surely, the control part 344 of posting a letter, database control part 350 and database information storage part 352, also realized the function of predictive dialers.When posting a letter by this function prediction, utilize by database control part 350 controls and read, be stored in database information storage part 352, the information relevant such as client's telephone number with the client of the destination of posting a letter.Then, by going on foot control part 342 surely, carry out actual prediction post a letter (prediction is posted a letter).The dialing of the PBX116 that post a letter to public network 101 this moment is undertaken by PBX116 according to the indication of the control part 344 of posting a letter based on the above-mentioned customer initiated call number of reading like this.After doing like this, a plurality of clients are predicted in order post a letter one by one.

Figure 35 is that the structured flowchart that the 8th of the application invents the 10th execution mode of～the 10 invention has been used in expression.And Figure 36 is a structured flowchart of representing the control device 320 of posting a letter automatically that uses in the present embodiment.

At first, learn that identical with the modified example of Figure 33 of above-mentioned the 9th execution mode, the control device 320 of posting a letter is automatically disposing in a side the call center 110 therein from Figure 35.Further, learn, in the control device 320 of posting a letter automatically, add respective specification CTI device 310 from Figure 36.Thereby present embodiment has identical structure with above-mentioned modified example, can carry out and function that this modified example is same.

Figure 37 is that the structured flowchart that the 8th of the application invents the 11st execution mode of～the 10 invention has been used in expression.In addition, Figure 38 is a structured flowchart of representing the control device 320 of posting a letter automatically that uses in the present embodiment.

At first, learn that the PBX information gathering that is built in the above-described 9th embodiment in the control device 320 of posting a letter automatically distributes control device 322, is arranged at the outside of the control device 320 of posting a letter automatically in the present embodiment from Figure 38.But, automatically the control device 320 of posting a letter of the 11st execution mode so as shown in figure 37, distributes control device 322 1 to reinstate LAN152 with PBX information gathering and is connected, these coordinate back work, promptly with above-mentioned the 9th execution mode in the control device 320 of posting a letter automatically carry out same work.Thereby present embodiment is to have identical structure with the 9th above-mentioned execution mode, can carry out same function.

Figure 39 is that the structured flowchart that the 8th of the application invents the 12nd execution mode of～the 10 invention has been used in expression.In addition, Figure 40 represents that the PBX information gathering of using in the present embodiment distributes the structured flowchart of control device 322.

At first, learn that the PBX information gathering in the inside of the control device 320 of posting a letter automatically of the 9th above-mentioned execution mode distributes control device 322, is used as independent device in the present embodiment, is connecting LAN152 from Figure 40.The control device 320 of not posting a letter automatically in the present embodiment.In the present embodiment, the information that will distribute control device 322 to obtain with PBX information gathering sends to other system 316.That is, in Figure 39 in the illustrated scope, the present embodiment function of not posting a letter automatically.But, there is the function etc. of posting a letter automatically in other system 316, and it also is possible possessing some function of posting a letter automatically.

Figure 41 is that the structured flowchart that the 8th of the application invents the 13rd execution mode of～the 10 invention has been used in expression.

In the present embodiment, added home agent device 200 at the 11st above-mentioned execution mode.Other is identical with the 11st execution mode.

2 call centers 110 among this figure all use the dial-out business of post a letter automatically control device 320 and PBX information gathering distribution control device 322 to become possibility.Call center 110 is not limited to 2, also can be provided with more.

And these call centers 110 all distribute control device 322 to be arranged on different places with post a letter automatically control device 320 and PBX information gathering.Thereby, all become remote agent.

Perhaps, post a letter automatically control device 320 and PBX information gathering distributes control device 322 also can be arranged on identical place together with any call center 110.At this moment, outside this call center 110, become remote agent.

Further in the present embodiment, home agent device 200 is a kind of of remote agent, is to wait operator for a basic people as the teleoperator with the worker of family.But also can be with the artificial object of number.Wherein, as home agent device 200, also can use shown in Figure 16～Figure 18 device as described above.

Figure 42 is illustrated in the 9th above-mentioned execution mode～the 11st execution mode, the 13rd execution mode, and in the 12nd above-mentioned execution mode, the sequence chart of the work example under the situation of the additional control device of posting a letter automatically.In addition, Figure 43 is the sequence chart of continuous this Figure 42.

At first in Figure 42, at first in step S700, the condition monitoring of all telephone sets 112 of logining in 344 pairs of PBX116 requests of control part respective specification of posting a letter CTI device 310.And if the operator that telephone set 112 and operator terminal 114 are distributing registers operation with the operator terminal 114 of oneself, the information relevant with this registration operation just conveys to respective specification CTI device 310 from operator terminal 114.In step S701,310 couples of PBX116 of respective specification CTI device carry out register requirement then.

If like this, in step S702, to being built in the PBX information gathering control part 332 of respective specification CTI device 310 and PBX information gathering distribution control device 322, notice has been carried out the state of the telephone set 112 of this register requirement.And, in step S703, distribute the PBX information distribution control part 334 of control device 322 and go on foot control part 342 surely being built in PBX information gathering, notify the information of this notice.

In step S704, based on the information of the notice that obtains from PBX information gathering control part 332, obtain for example to be not limited to and registering, do not dial in professional yet and transfer to professional operator's number etc.Then,, for example multiply by the coefficient of appointment, calculate the calls that to post a letter automatically with this operator's number based on this operator's number etc.And, in this step S704, this calls is transferred to database control part 350.

In step S705, database control part 350 is only extracted the information of posting a letter of the client's number that is equivalent to this calls out from database information storage part 352.This information of posting a letter is forwarded to the control part 344 of posting a letter.In step S707, the control part 344 of posting a letter is corresponding at the posting a letter of client, to the PBX116 request of posting a letter.If like this, based on this request of posting a letter, PBX116 is as calling that client is posted a letter in step S708, public network 101 dialled post a letter.

Wherein, the state of the telephone set 112 of PBX116 changes or the state of PBX116 self changes if connecting, and is then suitable for example in step S706 etc., represents that the information of this state variation is notified to other system 316.

Wherein, the step S707 of Figure 42 and step S708 also illustrate in Figure 43.In addition, after step S708, as shown in Figure 43.

If client's connection is posted a letter, then in the step S733 of the Figure 43 that continues step S708,, connected call distribution is given registered operator's telephone set 112 by respective specification CTI device 310.Then, this being connected the suitable telephone set of calling 112 collects mail.In addition, in step S734, distribute PBX information gathering control part 332 in the control device 322, the state of the telephone set 112 that notice has changed because of calling is connected etc. to being built in respective specification CTI device 310 and PBX information gathering.In addition, in step S735, distribute the PBX information distribution control part 334 in the control device 322 and go on foot control part 342 surely, notify the information of this notice being built in PBX information gathering.

At this, call out if in step S733, distribute to connect, the completion status notice is then represented as symbol F1 among the figure in step S734, the calling of collecting mail for telephone set 112 with 310 controls of respective specification CTI device becomes possibility.That is, posting a letter of calling controlled by the control part of posting a letter, and this is called out in case after connecting, its control that connects calling is undertaken by respective specification CTI device 310.For example, in case after connecting,, give house phone 112 by the PBX116 exchange by respective specification CTI device 310, or pass on to call out further for outside line machine via public network 101 also to become possibility.

In step S736, S704 is identical with step, calculates the calls that should post a letter automatically.And, in this step S736, give database control part 350 with this calls.

In step S737, database control part 350 is only extracted the information of posting a letter of the client's number that is equivalent to this calls out from database information storage part 352.This information of posting a letter is forwarded to the control part 344 of posting a letter.In step S738, the control part 344 of posting a letter is corresponding to the posting a letter of client, to the PBX116 request of posting a letter.If like this, based on this request of posting a letter, PBX116 is to client's calling of posting a letter in step S739, public network 101 dialled post a letter.

Wherein, the state of the telephone set 112 of PBX116 changes or the state of PBX116 self changes if connecting, and is then suitable for example in step S740 etc., represents that the information of this state variation is notified to other system 316.

As described above, if according to the 9th execution mode～the 13rd execution mode, can use the application's the 8th invention～the 10 invention effectively.Thereby, because of having improved the degree of freedom of the equipment combination that in the call center, utilizes, can easily carry out new formation of equipment and device structure change, when adding, the function in carrying out the call center also can easily carry out common utilization with existing equipment and new introducing equipment, thereby can effectively use existing equipment, cut down and add newly-built equipment, control the operating charges of comprehensive call center with this.

If according to the present invention, can carry out call center's operation effectively, and the reduction that makes running cost etc. becomes possibility.

Claims

1. call center's application method is characterized by:

By adopt login in advance connecting each different extension of telephone set of PBX and ACD number that PBX is managing at least one of them, one of them the PBX information gathering at least of information that receives, collects the state of the information of state of the telephone set that expression connecting PBX and expression ACD formation from this PBX distributes control device

When above-mentioned telephone set state and ACD quene state one of them changes at least the time, adopt based on above-mentioned status change notification, will offer the control part of posting a letter of above-mentioned PBX to the post a letter indication of calling out of the telephone number of the destination of posting a letter that is stored in database,

That calls out posts a letter by this control part control of posting a letter,

This is called out in case after connecting, its connect the control of calling out by or control PBX pass on to connect and call out, or the CTI device that the operator that utilization is connected in the telephone set of this PBX provides with relevant information is called out in above-mentioned connection is carried out.

2. call center's utilization device is characterized by: possess

Login each different extension of the telephone set that is connecting PBX in advance, the information from this PBX receives the state of these telephone sets of expression when this telephone set state changes, sends the PBX information gathering distribution control device of the status change notification of passing on this variation;

Based on above-mentioned status change notification, will offer the control part of posting a letter of above-mentioned PBX to the post a letter indication of calling out of the telephone number of the destination of posting a letter that is stored in database,

That calls out posts a letter by this control part control of posting a letter,

This is called out in case after connecting, it connects the control of calling out, by or control PBX pass on to connect and call out, or the CTI device that the operator that utilization is connected in the telephone set of this PBX provides with relevant information is called out in above-mentioned connection is carried out.