JP2000174907A - Received call distribution processing system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve the quality of service which can be provided while saving the cost by effectively utilizing resources limited and including an equipment in call centers so as to improve a job quantity which can be handled in one period. SOLUTION: The operating situation of at least two equipments among plural call centers call-incoming originating call from a specific call originator through a public line is grasped by an operating situation managing device 34. Distribution controlling information generated at least based on the operating situation is transmitted to a station-side distribution system 20 in the public line in response to a distribution request outputted from the system 20. Then, a distributing rule at the time of distributing the generated originating call to the call centers by a local-side exchange is changed by the distribution control information.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a reception call distribution processing system for receiving a call from an unspecified caller via a public line to a plurality of call centers. The present invention relates to a received call distribution processing system capable of improving the quality of service that can be provided while suppressing costs by improving the amount of business that can be handled at one time by effectively utilizing the system.

[0002]

2. Description of the Related Art Services provided by individual call centers are diversified and specialized. And depending on the content of the customer's request and the function of the corresponding call center person,
In some cases, the call center that received the call cannot handle it. For this reason, conventionally, a plurality of call centers for receiving a call from an unspecified caller via a public line have been operated.

For example, CBR (Carrier Based Routin)
In g), incoming calls generated according to a predetermined fixed ratio between call centers are distributed to the call centers according to a certain distribution rule by a switch in a public line.

[0004] Alternatively, PNR (Private Network Ro
uting), PBX (P
ACD (Automati) owned by private Branch eXchange
cCall Distribution) function. Normal ACD
Is a range in which the received call can be distributed within the call center targeted by the PBX. On the other hand, what is also called a network ACD is provided with a standardized network interface, and PBXs at remote locations are linked by the network interface. By linking in this way, distribution to a plurality of call centers is enabled.

[0005]

SUMMARY OF THE INVENTION However, CBR
Then, there is a problem that it is difficult to change the ratio of outgoing calls delivered to each call center. This distribution percentage is
Usually, it is set by the person who operates the public line to be used. Therefore, when this is changed, a complicated procedure such as a procedure for changing the contract with the public line operator is required.

[0006] The distribution ratio does not always match the situation of an actual received call. For example, when receiving a telephone call in a certain campaign, the status of the received call changes depending on the content of the campaign, schedule, weekday or weekend elements, business completion conditions, and the like. When the status of the received call changes, the operation status of the call center equipment changes. Here, the operation status of the equipment includes not only the equipment of the pure equipment, but also the processing capacity of the equipment, and further includes human factors such as the number of operators (answering resource).

Heretofore, it has been difficult to predict such various prerequisites, and it is also difficult to set the distribution ratio in advance because the contract change procedure is required as described above. Furthermore, even if the distribution ratio is determined in consideration of such a prerequisite element, the prerequisite element itself is changed,
There is a problem that it may change.

If the distribution ratio does not match the situation of the actual received calls, in an extreme case, the number of calls distributed to the call center which is expected to be the busiest will be small and the facilities will be excessive. Alternatively, in a call center where a call that is more than expected is delivered, the equipment is insufficient, and the quality of service is reduced, or in some cases, paralyzed.

In order to prevent such a situation, the distribution ratio is statistically calculated from past operation results. However, the reality is that it is not possible to cope with a constantly changing call situation.

[0010] In addition, without changing the distribution ratio, the amount of call center equipment can be adjusted according to the call situation.
For example, moving equipment and operators. However, there is a problem that it takes cost and time to perform the adjustment.

[0011] In contrast to the above-mentioned CBR, in the above-mentioned network ACD, PBX or CTI (Computer Tele-
phony Integration) There is a problem of compatibility of the function of the network ACD possessed by the server. PBXs and CTI servers have been developed independently by their respective manufacturers. Therefore, there is no compatibility between different manufacturers. Furthermore, there are many cases where the same maker does not have compatibility, and it is assumed that the same maker is connected to the same type and further to the same model. Therefore, there are problems in terms of expandability, connectivity, compatibility and the like.

Further, in the PBX of each call center, it is necessary to install the interface for the network ACD by the number of PBXs of the other call center opposite to each other. There is a problem of a dramatic increase. For example, when the number of call centers is five, in each call center, the number of PBXs of the other call centers facing each other is (5-1 = 4). Then, in all five call centers, the network ACD
The number of interfaces for use becomes (4 × 5 = 20).

Further, in the network ACD, distribution control of the received call is not uniformly managed over a plurality of call centers. For this reason, a call may be forwarded to a plurality of operators in order and further to a plurality of call centers in order until an operator who meets the customer's request is hit. In this case, there may be a problem that the customer is kept waiting for a very long time.

The present invention has been made to solve the above-mentioned conventional problems. By effectively utilizing limited facilities of a call center, the amount of work that can be handled at one time can be improved.
An object of the present invention is to provide a received call distribution processing method, a call center group management device, and a computer-readable recording medium storing a computer program related to the call center group management device, which can improve the quality of services that can be provided while suppressing costs. And

[0015]

A first aspect of the present invention provides a method for processing a received call to a plurality of call centers for receiving an outgoing call from an unspecified caller via a public line. In the processing method, the operation status of two or more facilities among these call centers is grasped, and at least distribution control information generated based on the operation status is presented by a person operating the public line to the specifications. In response to a distribution request issued from a distribution service provided by the central office, the distribution rule for transmitting the generated outgoing call to the call center to the call center is transmitted to the central office in the public line. According to the present invention, the problem is solved by changing the distribution service using the distribution service in accordance with the distribution control information.

In the above-mentioned received call distribution processing method, when performing the distribution, first, before the distribution, the operation status is grasped and transmitted, and the distribution rule is changed in real time. The distribution can be performed at an appropriate distribution ratio corresponding to the operation status in real time.

Further, in the above-mentioned received call distribution processing method,
Since the specification of the distribution service is presented to the public by a person who operates the public line, the present invention can be easily applied.

Next, the call center group management apparatus according to the second invention of the present application operates a facility including at least two of a plurality of call centers for receiving a call from an unspecified caller via a public line. An operation status management device for grasping the status;
This problem has been solved by providing at least a management system-side interface for transmitting distribution control information generated based on at least the grasped operating state to the exchange.

Further, a computer-readable recording medium according to a third invention of the present application is a computer-readable recording medium storing a computer program for realizing the call center operation status management device and the management system side interface according to the second invention. The problem has been solved by providing a recording medium.

Hereinafter, the operation of the present invention will be briefly described.

The present invention is directed to a process of receiving a call from an unspecified caller via a public line and distributing the received call to a plurality of call centers.
The distribution is performed by an exchange in a public line (hereinafter, referred to as an office exchange).

In the present invention, of these call centers,
Understand the operation status of two or more facilities. Further, in response to a distribution request issued from a distribution service provided and provided by the operator of the public line by providing the distribution control information generated based on at least the operation status, It is transmitted to the central office exchange. Then, a distribution rule for distributing the generated outgoing call to the call center by the exchange is changed according to the distribution control information.

Therefore, by effectively utilizing the limited facilities of the call center, the amount of work that can be handled at one time can be improved, and the quality of services that can be provided while suppressing costs can be improved.

In the present invention, the distribution control information is not specifically limited, and the method of transmitting the distribution control information is not specifically limited. However,
SS7, UDP / IP, X. If a standard protocol such as 25 is used, the functions provided on the public line side can be easily spread widely by applying the present invention.
Further, it is desirable that the function on the public line side is opened in a form that can be used by general communication carriers.

Here, on the public line side, the processing related to such a protocol depends on some kind of network service. In the present invention, the process of making an inquiry to the network service and determining the distribution destination based on the result is at least a part of the process of determining the final destination. Further, in the process in which the central office exchange determines the destination after a call is generated, the above-mentioned network service is used to control the distribution ratio of the incoming call from the side managing the call center group. . It is desirable that the above network service be open to general telecommunications carriers. Here, a node in the network service is hereinafter referred to as an SCP (Service Control Point).

[0026]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Embodiments of the present invention will be described below in detail with reference to the drawings.

FIG. 1 is a block diagram showing the configuration of the present embodiment.

Here, the public line 10 is connected to the central office 12
And a network 14. In addition, the public line 10 is provided with a station-side distribution system 20 (station-side distribution service) using predetermined hardware and software. The station side distribution system 20 provides a function of distributing an outgoing call to a plurality of call centers. Information required during the processing by the station side distribution system 20 is stored in the distribution system network database 22. Here, the connection point on the public line 10 side connecting the management system interface 32 to the station side distribution system 20 is the aforementioned SCP.

Each of the plurality of call centers 5 has a call center PBX6. The call center PB
X6 has a network ACD function and is connected to the operation status management device 34 of the call center group management device 30. The connection is performed by a LAN (Local Area Network) indicated by a reference numeral 40 and a bold line in FIG.
Area Network).

The call center group management device 30 includes a management system interface 32 and an operation status management device 34.
And a management system database 36. The operation status management device 34 grasps the operation status of the facilities of the plurality of call centers 5 that receive calls from unspecified callers via the public line. Management system database 3
6 stores distribution control information, which will be described later with reference to FIG. The management system interface 32 transmits the distribution control information to the exchange.

First, the flow of processing in this embodiment will be briefly described.

First, there is an outgoing call from the customer's telephone 3, which starts the following processing. Then, the central office exchange 1
2 is an office-side distribution system 20 for determining a destination.
Contact The station-side distribution system 20 is provided on the public line side (station side) and has a function of distributing an outgoing call to a plurality of call centers. The called number is
It is a reception-only station number.

Conventionally, here, the office-side distribution system 20 answers the office-side exchange, determines the destination, and distributes. On the other hand, in the present embodiment, the call notification message is once sent to the call center group management device 30 by the distribution service. The transmission notification message will be described later with reference to FIG.

The call center group management device 30 determines the distribution destination with reference to the answering / resource information stored in the management system database 36. The decision result is sent to the station-side distribution system 20 as a delivery request message using a function provided by the station through the SCP. The office-side distribution system 20 causes the appropriate call center 5 to receive the outgoing call from the customer telephone 3 in accordance with the distribution request message, thereby completing the selection of the receiving site. The delivery request message will be described later with reference to FIG.

Next, the flow of the processing described above is shown in FIG.
This will be described in detail with reference to FIG. In FIG. 1, reference numerals S1 to S7 indicating the flow of signals and processing are given, and the description will be made with reference to them.

First, as indicated by reference numeral S1, the customer's telephone 3 calls the above-mentioned reception-only station number. Then, the code S
As shown in 2, the outgoing call arrives at the central office 12. The central office switch 12 sends a code S to the central office distribution system 20.
Inquire the destination as in 3. Office-side distribution system 20
As shown at S4, an outgoing call is generated to the operation status management device 34 via the management system side interface 32 of the call center group management device 30, and
Notify that it has reached 0. The notification is based on the above-described transmission notification message.

The operation status management device 34 notifies the distribution request 20 or the command (COMD) for the service provided by the station side to the station side distribution system 20 via the management system side interface 32, as indicated by reference numeral S5. The notification is based on the above-described distribution request message. The central office distribution system 20 notifies the central office exchange 12 of destination information or a command (COMD) for a service provided by the central office, as indicated by reference numeral S6.

Finally, the outgoing call arrives at the corresponding call center 5 via the line network 14, as indicated by the symbol S7. Alternatively, depending on the service provided by the station,
The caller receives information such as announcements, busy, and ring sounds.

Here, the management system side interface 3
Reference numeral 2 denotes a kind of gateway provided with a function provided by the SCP and a function of performing bidirectional conversion of a specially coded message for the operation status management device 34. The management system side interface 32 may be built in the call center group management device 30, or may be provided independently. When incorporated in the station-side distribution system 20, the function of the management system-side interface 32 may function independently of other parts in the station-side distribution system 20.

Operation status management device 3 that has received the outgoing notification message
4 analyzes the code received from the management system side interface 32, refers to the contents of the management system database 36 managed in units of the call centers 5 according to the distribution script, and collates with the code to determine the final distribution destination, Alternatively, the information notification of the customer telephone 3 to the customer is determined.

Next, the above-mentioned transmission notification message and distribution request message will be described with reference to FIG.

In FIG. 2, the left side is the head of the message.
Symbols M1 to M5 are data of information constituting the message. The contents of the information M1 to M5 are different between the transmission notification message and the distribution request message.

First, the transmission notification message will be described. The information M1 is data indicating that the message is a transmission notification message. The information M2 is a caller ID (ANI)
It has become. The information M3 is a called party number (DNIS). The information M4 is an arbitrary information (CE) input by the customer from the telephone according to the instruction of the office side voice response service or the like.
D). The information M4 includes, for example, a customer number, an account number, and the like.

Next, the distribution request message will be described. The information M1 is data indicating that the message is a distribution request message. The information M2 is a distribution destination number (DO). The information M3 is a command (COMD) for a service provided by the station, such as a designation for making a designated announcement to a customer and a busy return request.

Here, the distribution script in the operation status management device 34 is a program that defines a procedure for determining a distribution destination when the operation status management device 34 receives a transmission notification message from the management system interface 32. . The distribution script is transmitted from a dedicated console connected to the operation status management device 34 to a GUI (Graphical
User Interface) makes it easy to build and change.

As shown in FIG. 3, the management system database 36 manages the following status information on the call center 5. The information is updated in real time by a dedicated device installed in each call center 5.

As shown in FIG. 3, the information is managed for each call center 5. Further, in the information of each call center 5, each record is per operator. In each record, as shown from the left side of FIG. 3, first, the information of the “operator type” includes information such as the job in charge of the operator. The information of “operator's skill” includes information such as years of experience of the operator and areas of specialty. The information of "operator's schedule" is information of the operator's schedule.

As described above, in the present embodiment, by applying the present invention, by effectively utilizing the limited facilities of the call center, the work volume that can be handled at one time can be improved, and the service can be provided while suppressing the cost. Quality of service can be improved.

In addition, the incoming call is not controlled after the call arrives at the call center, but at the stage when an outgoing call is generated and reaches the public line 10. For this reason, problems such as call distribution at an inappropriate ratio to each call center and call overflow, which could not be solved by the control method after an incoming call, can be fundamentally solved.

Since the exchange of information between the components centering on the station side distribution system 20 and the call center group management device 30 is all based on the use of the standard protocol, the system can be easily expanded and changed. Therefore, the versatility is increased and the cost can be reduced as compared with the case where the conventional technology is used.

Further, the distribution script refers to the answering resource information updated in real time, and uses the information such as ANI, DNIS, CED, DO, and COMD to make a request for the SCP service provided by the station side. With this configuration, a more detailed reception site selection function can be realized.

[0052]

According to the present invention, by effectively utilizing the limited facilities of the call center, it is possible to improve the amount of services that can be handled at one time and to improve the quality of services that can be provided while suppressing costs.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration of an embodiment to which the present invention is applied.

FIG. 2 is a data configuration diagram of a transmission notification message and a distribution request message in the embodiment.

FIG. 3 is a data configuration diagram of distribution control information in the embodiment.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 3 ... Customer telephone 5 ... Call center 6 ... Call center PBX 10 ... Public line 12 ... Central office switch 14 ... Circuit network 20 ... Central office distribution system 22 ... Network database for distribution system 30 ... Call center group management apparatus 32 ... Management system side interface 34 operation status management device 36 management system database 40 LAN (or WAN)

Claims (5)

[Claims] 1. A method of processing a received call distribution to a plurality of call centers for receiving an outgoing call from an unspecified caller via a public line, comprising the steps of: In response to a distribution request issued from a distribution service provided by a person who operates the public line and provides the specification, the distribution control information generated based on at least the The distribution rule for distributing the generated outgoing call to the call center at the central exchange is changed according to the distribution control information using the distribution service. A received call distribution processing method characterized by the above-mentioned. 2. The received call distribution processing method according to claim 1, wherein when performing said distribution, prior to said distribution, first grasping of said operation status, said transmission, and change of said distribution rule are performed in real time. A method for processing a received call distribution, the method comprising: 3. The received call distribution processing method according to claim 1, wherein the specification of the distribution service is publicly disclosed by a person who operates the public line. 4. At least two of a plurality of call centers for receiving a call from an unspecified caller via a public line.
An operation status management device for grasping the operation status of the equipment including the above, and a management system side interface for transmitting distribution control information generated based on at least the grasped operation status to the exchange side. Characteristic call center group management device. 5. A computer-readable recording medium recording a computer program for realizing the call center operation status management device and the management system side interface according to claim 4.