JP2000201224A - Repeating installation for call center - Google Patents

Abstract

PROBLEM TO BE SOLVED: To execute a data processing for appropriately grasping receiver free information on respective call centers and efficiently executing relaying to the call center where the free receiver exists. SOLUTION: A centralized center 10 for grasping and operating call centers 20A and 20B in respective places is provided. Then all incoming calls from a customer are relayed to the call centers 20A and 20B in the respective places. Thus, calling area information of the customer and free information of the receivers in the respective call centers 20A and 20B are managed in the centralized center 10 and relaying to the call center 20A or 20B corresponding to the calling area of the customer is executed most preferentially. When the idle receiver does not exist in the call center 20A or 20B, relaying to the other call center 20A or 20B is executed.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a relay apparatus for a network type call center having a plurality of bases, and more particularly, to a relay apparatus for a call center capable of relaying an incoming call from a customer to a call center at each base via a centralized center. It is about.

[0002]

2. Description of the Related Art Conventionally, when a call is received at a plurality of call centers (telephone reception centers), when a call arriving at a call center at each site overflows, the call is transferred to another specific call center. .

[0003] For example, when performing a service of receiving a failure at a call center located in four regions A, B, C, and D, each customer calls a reception call center in each region. Call centers with no area A, B, C
If so, the call center is transferred to the call center in the region D, and if the call center having no receptionist is available in the region D, the call center is transferred to the call center in the region A for operation.

[0004]

However, in the conventional method as described above, after an incoming call is directly received at each call center, an overflowing call is transferred to another call center. It is not possible to determine whether the receptionist has a free space. In addition, when there was no room, the call was busy. In addition, since the number of incoming calls varies in each time zone in the call centers in each region, it is necessary to secure a receptionist taking into account the number of incoming calls at the peak time.

SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned problem, and relays an incoming call from a caller to a call center at each base via a centralized center so that the receptionist's vacancy information at each call center can be obtained. It is an object of the present invention to provide a call center relay device capable of accurately grasping and efficiently relaying to a call center having a vacant reception room.

[0006]

SUMMARY OF THE INVENTION In order to solve the above-mentioned problems, the present invention provides a call center which is installed at each of a plurality of bases and has an exchange and a reception board connected to the exchange, and a call center at each of the bases. An exchange having an exchange connected to the exchange via a trunk line, and a centralized center for relaying an incoming call from the caller to the exchange to a call center at each base. Means for determining the vacant information of the caller at each call center; means for determining a call center to be relayed based on the transmission area information and the vacant information of the caller; and relaying a call to the call center from the centralized center through the relay line. Means.

[0007] The invention according to claim 2 of the present invention is that, when it is determined that there is no vacant caller at the call center at each of the bases, there is no vacant caller from the centralized center to the caller. Is reported.

According to a third aspect of the present invention, the transmission area information is obtained from a caller number of the caller or a dial-in number allocated by a dial-in service for each area of the caller. It is characterized by.

In the invention according to a fourth aspect of the present invention, the vacant information of the receptionist is stored in the reception desk of each call center for each relay line from the exchange of the centralized center to the exchange of the call center of each base. It is obtained from the remaining number of used channels set in advance according to the number.

According to a fifth aspect of the present invention, the call center at each of the bases is classified into a plurality of blocks. It is characterized in that the call is relayed to a receiving point, and when there is no available receiver at the receiving point, the call is relayed to another call center.

According to the present invention, an incoming call from a caller is relayed to a call center of each base via a centralized center, so that the caller's originating area information and vacant information of a caller at each call center are managed by the centralized center. Relays to a call center corresponding to the calling area of the caller or to a receiving point in the classified calling area block, and there is no available receptionist in the call center or the called point in the classified calling area block At times, the call can be relayed to another call center.

[0012]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment of the present invention will be described below with reference to FIGS. FIG. 1 is a system configuration diagram showing an embodiment of a network type call center having a plurality of bases to which a relay device according to the present invention is applied.
5 is a flowchart illustrating a control procedure of the relay device according to the embodiment of the present invention.

In FIG. 1, reference numeral 10 denotes a centralized center for relaying all incoming calls from customers, and reference numerals 20A and 20B denote call centers installed at respective bases so that all incoming calls from customers can be received via the centralized center 10. is there.

The centralized center 10 has a switchboard (PBX) 100
In addition, the call centers 20A and 20B at each base are provided with exchanges (PBX) 101 and 102, respectively. A dedicated line (SD-I: Super Digital I Int) is provided between the exchange 100 of the centralized center 10 and the exchanges 101 and 102 of the call centers 20A and 20B at each base.
interfaces 107 and 108, respectively.

Reference numerals 103 and 104 denote reception desks of the call centers 20A and 20B at each base.
Reference numeral 3 denotes a plurality of multifunctional telephones 10 connected to the exchange 101.
3A and a plurality of personal computers 103B corresponding to the respective multi-function telephones 103A. Each of the personal computers 103B is connected to the exchange 101, and is provided with a telephony server 11 for providing a telephone directory service and the like.
4 is connected. In addition, the reception desk 104 is the exchange 10
2 and a plurality of personal computers 104B corresponding to each of the multifunction telephones 104A.
04B is connected to a telephony server 115 which is connected to the exchange 102 and performs services such as a telephone number book.

A public network 117 is connected to the exchange 100 of the centralized center 10, and a plurality of telephones 116 transmitted by customers are connected to the public network 117. further,
The exchange 100 receives all incoming calls from the customer via the exchange 100 of the centralized center 10 at the call center 20 at each base.
A, a telephony server 109 that can install a relay control program that relays to A and 20B and that provides a telephone directory service and the like is connected. This telephony server 109 is connected to a WAN (Wide
Area Network) 118 is connected. A database server 110 storing customer information is connected to the WAN 118 via a router 111, and further connected to the call center 2 via a router 112.
0A telephony server 114 and each personal computer 103B are connected, and the call center 20B telephony server 11
5 and each personal computer 104B are connected.

Next, the operation of the relay system of the network type call center having a plurality of bases configured as described above will be described.

First, the customer makes a call from the telephone 116 to the call center 20A or 20B. Accordingly, when an incoming call arrives at the exchange 100 of the centralized center 10, the exchange 1
Incoming call is queued to the virtual extension number in 00 and the telephony server 109 is notified that there is an incoming call. At this time, the telephony server 109 sends the call to the exchange 101 or 1 of the call center 20A or 20B at each base.
02, a control program for relaying to the reception board 103 is installed by the control program.
Or, it instructs the exchange 100 to change the destination of the call currently queued to the dedicated line 107 or 108 by determining the vacancy of the receptionist 104.

The exchange 100 receiving the above-mentioned instruction sends the call center 20 of each base through the dedicated line 107 or 108.
A and 20B exchanges 101 and 102 are controlled by common line signals, so that the call center 20A or 20B
By transmitting the call to the exchange 101 or 102 of B, the call being queued is relayed. In addition, the centralized center 10
Exchange 100 notifies telephony server 109 that the call has reached exchange 101 or 102. Accordingly, the telephony server 109 determines that the relay has been completed, and ends the relay operation.

If the relay from the exchange 100 of the centralized center 10 to the exchange 101 or 102 of the call center 20A or 20B fails, the control program responds by changing the destination to another base.

Next, the operation of the relay device of the present invention will be described in detail with reference to FIG.

The control program shown in FIG. 2 starts,
And the exchange 10 from the telephone 116 through the public network 117.
0, there is an incoming call.
Is recognized (step 200), a dial-in number is collected from the incoming call information, and a calling area is obtained (step 201).

In this calling area, the dial-in number is different depending on the calling area of the telephone 116.
The calling area can be determined by searching the dial-in number table of the system operation data of the control program. In order to make the call area 20A or 20B of the own base corresponding to the call area obtained in this way reach the call center 20A or 20B, it is determined whether or not there is a free receptionist at the call base in the call area (step 202).

[0024] The vacant space of the receptionist is determined by the dedicated line 107 or 10
The number of channels used for each line of 8
9 and can be easily determined based on the remaining number of used channels. For example, when 23 channels of the dedicated line 107 can be used, it is set in the system operation data that 10 channels in the 23 channels are used as a relay line from the exchange 100 to the exchange 101, and the reception desk 103 By preparing the number for 10 people, if only the remaining number of channels used in the dedicated line 107 is known, it can be determined whether or not the call can be relayed to the call center 20A or 20B of the corresponding base.

The exchange 101 of the call center 20A
Is connected to the exchange 10 of the centralized center 10 from the multi-function telephone 103A.
It is also possible to operate to send to 0. The channels of the dedicated line 107 used at this time are counted as channels other than the 10 channels used in the trunk line. In this case, 13 channels except the 10 channels using the trunk line in the 23 channels are channels that can be transmitted from the exchange 101 to the exchange 100.
If 14 calls are made, 10
The number of channels becomes nine.

When the number of used channels is set to 0 in the application of the setting of the number of used channels, the corresponding call center 20A
Alternatively, since the call is not relayed to 20B, the present invention can be applied to holidays of the call centers 20A and 20B.

In step 202, if it is determined from the remaining number of used channels that there is an available receiver at the receiving base in the transmitting area, the call is relayed by changing the destination (step 203). Is terminated normally. If abnormal, retry.

If it is determined in step 202 that the number of remaining channels to be used becomes 0 and there is no vacant receiver at the destination base in the transmission area, the block of the transmission area (the call center 20A of each base, It is determined whether or not there is a vacancy of the receptionist at the receiving base in the block 20B (referred to as a block obtained by classifying some blocks into 20 blocks) (step 20).
4). If the determination is affirmative, the process proceeds to step 203 to perform a relay process by changing the call destination. If a negative determination is made in step 204, the process proceeds to step 205, and it is determined whether or not there is a vacant receiver at the receiving base.

On the other hand, if an affirmative determination is made in step 205, the flow shifts to step 203 to perform a relay process by changing the call destination. If a negative determination is made, the process proceeds to step 206, where the calling phone 116 is notified of the busy tone or the congestion notification talk key from the telephony server 109 through the exchange 100 and the public network 117. Thus, it is possible to notify the customer that the user is busy or busy.

According to the present embodiment, the centralized center 10 for grasping and operating the entire call center 20A, 20B at each base is provided, and all the incoming calls from the callers are routed through the centralized center 10. In order to relay the information to the call centers 20A and 20B at each base, the centralized center 10 manages the caller's calling area information and the vacant information of the caller's call center 20A and 20B, and the call center 20A corresponding to the caller's calling area. Alternatively, since the relay to the call center 20A or 20B is performed with the highest priority, and when there is no available receptionist in the call center 20A or 20B, the relay to the other call center 20A or 20B is performed. Call centers 20A and 20 that can accurately grasp the caller vacancy information and have a vacant receptionist
The relay to B can be performed efficiently.

Further, according to the present embodiment, an incoming call from a caller can be received at all call centers 20A and 20B and can be accepted, so that the incoming call to the caller can be greatly reduced. Unlike the conventional case, it is not necessary to secure the call center 20A, 20B of each base in consideration of the incoming call at the peak time, and the number of call center 20A, 20B call center 20A, 20B can be reduced. This has the effect of reducing the operating cost of the system.

In the embodiment shown in FIG. 1,
Although the case where the number of call centers is two has been described, the present invention is not limited to this, and can be similarly applied to call centers having two or more installation sites.

[0033]

As described above, according to the present invention, an incoming call from a caller is relayed to a call center at each base via a centralized center, so that the caller's calling area information and the vacant information of the caller at each call center are available. Is managed by a centralized center, and relays to a call center corresponding to the originating area of the caller or to a receiving point in the classified calling area block, and to a receiving point in the call center or the classified calling area block. When there is no available receptionist, the call can be relayed to another call center. As a result, there is an effect that the receptionist vacancy information of each call center can be accurately grasped, and the relay to the call center having the vacancy can be efficiently performed.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram showing an embodiment of a network type call center having a plurality of bases to which a relay device according to the present invention is applied.

FIG. 2 is a flowchart illustrating a control procedure of the relay device according to the embodiment of the present invention.

[Explanation of symbols]

 Reference Signs List 10 centralized center 20A, 20B call center 101 exchange (PBX) 101, 102 exchange (PBX) 103, 104 reception desk 103A multifunctional telephone 103B personal computer 104A multifunctional telephone 104B personal computer 107, 108 dedicated line 109 telephony server 110 database server 111 , 112, 113 Router 114, 115 Telephony server 116 Telephone 117 Public network 118 WAN

Claims (5)

[Claims] 1. A call center installed at each of a plurality of bases and having an exchange and a reception desk connected to the exchange, and an exchange connected to each of the call centers of the bases via a relay line, A centralized center for relaying an incoming call from the caller to the exchange to a call center at each base; and a means for obtaining, from the centralized center, information on the calling area of the caller and available information on the receptionist of each call center. A call center relay device, comprising: means for determining a call center to be relayed based on transmission area information and receptionist's availability information; and means for relaying a call from the centralized center to the call center through the relay line. 2. The system according to claim 1, wherein when it is determined that there is no vacant caller at the call center at each base, the centralized center notifies the caller that there is no vacant caller. 2. The relay device of the call center according to 1. 3. The call center according to claim 1, wherein the call area information is obtained from a caller number of the caller or a dial-in number allocated by a dial-in service for each area of the caller. Relay device. 4. The availability information of the acceptor is used for each relay line from the exchange of the centralized center to the exchange of the call center at each base. 2. The call center relay device according to claim 1, wherein the number is obtained from the remaining number of the call centers. 5. The call center at each base is classified into a plurality of blocks, and when there is a vacant caller at a called base in the classified calling area block, the call is relayed to the called base and the call is received. 2. The call center relay device according to claim 1, wherein the call is relayed to another call center when there is no available room at the base.