JP2001014081A - Apparatus and method for screen display control and medium where program for screen control is recorded - Google Patents

Abstract

PROBLEM TO BE SOLVED: To make displayable screen patters which are different corresponding to users, purposes of use, etc., by providing a display control means which obtains a panel identification code from a 2nd storage means and makes a display defined by it at a display position registered in a 1st storage means. SOLUTION: In the case of an incoming event, incoming information (DINS) is obtained (S71) and retrieval from a HELP DS DB is carried out according to its information (S72). The retrieval result is received and a screen layout change and a change of application queue registration of a panel are made (S73, 74). The panel is displayed in the order of the queue registration (S75). Namely, when an action is inputted, the display control means obtains one or more penal identification codes corresponding to the action identification code from the 2nd storage means and makes the display defined by the panels of the obtained identification codes at a display position registered in the 1st storage means.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a screen display control device and method for a computer display device, and a medium recording a program for screen display control.

[0002]

2. Description of the Related Art Conventionally, in screen display control of a display device in a computer in which programs for business processing, transaction processing, and other applications are installed, conventionally, only the same fixed screen can be displayed at startup. . Terminal device connected to the host computer or server computer (terminal computer,
With the client computer, the display pattern cannot be changed on the host or the server, but only on the terminal side. In addition, since the display order of the information is fixed in a plurality of sections in the display screen, if it is inappropriate, it cannot be changed, which is inconvenient.

As described above, in the conventional screen display, there is a problem that operability is lacking due to the fixedness of the display screen, the fixed display timing or the fixed order.

[0004]

SUMMARY OF THE INVENTION It is an object of the present invention to enable different screen patterns to be displayed according to the type of input information, for example, a user, a purpose of use, and the like.

Another object of the present invention is to make it possible to easily change a screen pattern once set.

Another object of the present invention is to make it possible to easily set or change the display timing and display order of the elements constituting the screen.

Another object of the present invention is to enable the host computer or the server computer to make the above settings and changes.

[0008] A screen display control device according to the present invention includes a plurality of panels each defining a display format.
First storage means for registering data relating to a display position corresponding to a panel identification code, and a panel of one or a plurality of panels to be displayed when the action is input, corresponding to a plurality of action identification codes, respectively; The second storage unit in which the identification code is registered, and when an action is input, one or a plurality of panel identification codes corresponding to the identification code of the action are obtained from the second storage unit. The apparatus is characterized in that it comprises means for controlling the display defined by the panel of the identification code at the display position registered in the first storage means.

[0009] A screen display control method according to the present invention is provided for a plurality of panels each defining a display format.
Register the data relating to the display position corresponding to the panel identification code, and register the panel identification code of one or more panels to be displayed when the action is input, corresponding to the identification codes of a plurality of actions, respectively. , When an action is input, obtains one or more panel identification codes corresponding to the identification code of the action, and performs the display defined by the panel of the obtained panel identification code at the registered display position. Control is performed as described above.

A medium recording a program for screen display control according to the present invention is a first medium in which data relating to a display position is registered for a plurality of panels each defining a display format in correspondence with a panel identification code. table,
A second table in which panel identification codes of one or more panels to be displayed when the action is input are registered corresponding to the identification codes of the plurality of actions, respectively.
And when an action is input, obtains one or more panel identification codes corresponding to the identification code of the action from the second table, and displays the display defined by the panel of the obtained panel identification code. A program for controlling a computer so as to perform the display at a display position registered in the first table is recorded. The recording medium includes not only a portable recording medium such as a CD-ROM and an FD, but also a hard disk, a semiconductor memory, and the like.

The plurality of panels define the display format in each section of the display screen (the size and shape are determined according to the panel). The panel identification code designating these panels is registered in the first storage means (or the first table) in correspondence with the data representing the display position. In correspondence with the identification codes of the plurality of actions, panel identification codes of one or more panels to be displayed when the action is input are registered in advance in the second storage means (or the second table). .

When an action is input, one or more panel identification codes corresponding to the action identification code are obtained from the second storage means (second table).
The display defined by the panel of the obtained panel identification code is displayed at a position on the display image determined for the panel.

In this way, a predetermined panel is displayed according to the type of action to be input (user, purpose of use) and the like. It is easy to set and change the panel to be displayed for each type of action.

Since the position of the panel on the display screen may be determined in advance by some convention, the first
The storage means (first table) is not always necessary. The first storage means (first table) is useful when one or more panels form a panel group and a display position is registered for each panel group.

The screen display control device, method and medium without the first storage means (first table) are defined as follows. The screen display control device according to the present invention registers a panel identification code of one or a plurality of panels defining a display format to be displayed when the action is input, corresponding to the identification codes of the plurality of actions. When the input of the storage means and the action
One or more panel identification codes corresponding to the action identification code are obtained from the storage means, and the display defined by the panel of the obtained panel identification code is performed at a predetermined display position for each panel. Display control means.

According to the screen display control method of the present invention, display positions on a display screen are determined in advance for a plurality of panels each defining a display format, and the display positions are determined in correspondence with identification codes of a plurality of actions. A panel identification code of one or a plurality of panels to be displayed when an action is input is registered, and when an action is input, 1 corresponding to the action identification code is registered.
Alternatively, control is performed such that a plurality of panel identification codes are acquired and a display defined by the panel of the acquired panel identification codes is performed at a predetermined display position.

The recording medium according to the present invention defines a display format to be displayed when the action is input, corresponding to the identification codes of the plurality of actions.
Alternatively, when a table in which panel identification codes of a plurality of panels are registered and an action is input, one or more panel identification codes corresponding to the identification codes of the action are obtained from the table, and the obtained panel identification codes are obtained. It records a program for controlling a computer so that a display defined by a panel is performed at a predetermined display position for each panel.

In a preferred embodiment, data indicating the display order of panels is registered for each action in the second storage means (second table) (or the storage means or table). The display control means acquires display order data together with a panel identification code corresponding to the input action, and performs display (and other processing) according to the definition of the panel for each panel according to the display order data. Controlled.

This makes it easy to set or change the display order for each panel in advance.

When performing display control on a terminal device (client computer) connected to a host computer or a server computer, the above-mentioned second storage means (second table) (the above storage means or table) (and necessary If so, the first storage means or the first table) and the display control means are provided in the host computer or the server computer. Preferably, the display position of the panel is determined in the terminal device.

In a preferred embodiment, the panel includes a description (program) for performing a process of acquiring data necessary for display, in addition to the definition of the display format. With this program, data to be displayed on each panel can be stored on the host computer, server computer,
Or it can be obtained from another computer.

The display format defined on the panel includes data necessary for screen display, for example, items to be displayed, data arrangement, character font, size, color,
It contains attribute information on background color and / or the like, and / or logic or editing information for display. The panel will preferably be described by one executable file.

[0023]

DESCRIPTION OF THE PREFERRED EMBODIMENTS This embodiment is an application of the present invention to a call center system. The call center is where the operator responds to telephone inquiries about credit cards, other services, product sales, etc. (performs power receiving operations).

FIG. 1 shows an outline of a call center system. A telephone exchange (hereinafter referred to as PB)
X; PBX = Private Blanch Exhange 20, server computer (hereinafter referred to as CTI server; CTI =
Computer Technology Integration) 30 and a host computer (hereinafter, referred to as a host).

The PBX 20 is connected to a plurality of operator telephones 21 (used by the operator). CTI
Server 30 has a plurality of operator terminals (terminal devices)
(Hereinafter referred to as an operator terminal) 31 is connected.
One telephone 21 and one operator terminal 31 are provided as a pair to one operator.

In this embodiment, the telephone number (called number) differs for each task (service) content (department in charge). For example, inquiries (inquiries) about members (member groups)
(Member Desk): 03-1234-5678, Inquiries about Merchants (Merchant Group): 03-1234-567
9. For inquiries about new membership, please call 03-1234-5680.

The PBX 20 includes a computer equipped with ACD software (program) (ACD = Automatic Call Distribution), and is connected from the customer's telephone 11 to the telephone switching network.
The call that arrived (received) through 10 is sorted to one of the operator's telephones 21 according to the called number, and information other than voice information about the telephone (calling number = telephone number of the customer's telephone 11) , Including the incoming number)
To the CTI server 30.

The CTI server 30 includes a CTI software (program) 32 and a help desk system (program).
(Hereinafter referred to as HELP DS) 33 and a help desk database (hereinafter referred to as HELP DS DB) 34. HE
The LP DS 33 is a client / server system (program), and supports screen display and other business processes in the operator terminal (client) 31. CTI
The software 32 decodes the information other than the voice from the ACD 22 and passes it to the HELP DS 33 (specifically, the destination number is passed). The HELP DS DB 34 stores a group of tables for controlling the operations of the HELP DS 33 and the operator terminal 31, and other data.

The host 40 has a business application (software, program) 41 and a business database (hereinafter, business DB) 42. The business DB 42 contains information on credit card members (member number, name, address,
The telephone number, inquiry history data, etc.), information on credit card member stores (member store No. member store name, address, telephone number, inquiry history data, etc.), and other business information are stored. The business application 41 is the CTI server 30
In response to a search request from the (HELP DS 33), necessary information is extracted from the business DB 42 and returned to the CTI server 30 to perform other business processing.

The main part of this embodiment is HELP D
This is a client / server system (hereinafter referred to as the present system) including a CTI server 33 provided with S33 and a HELP DS DB 34 and an operator terminal 31 connected thereto. The information input to this system is performed by the DNIS information (DNIS) from the CTI software 32 to the HELP DS 33.
= Dial Number Information Service, mainly incoming numbers)
And input by operating the keyboard and mouse by the operator at the operator terminal 31. The business data for this system is the business application of the host 40
Acquired by 41.

The outline of the flow of the call center power receiving business process will be described with reference to FIG.

The operator operates one of the operator terminals 31
From HELP DS33 (step 51). Login information (login ID, password, operator terminal N
o., telephone number, etc.) are registered in the HELP DS DB 34 of this system (step 52), and are also registered in the memory (file) managed by the ACD 22 of the PBX 20 (step 5).
3). According to the input login information, the screen layout of the operator terminal 31 operated by the operator is changed, as will be apparent from a place to be described later.

When the customer calls the telephone number corresponding to the type of the inquiry of the call center from the telephone 11 (step 54), the telephone is distributed by the ACD 22 according to the called number, and the corresponding telephone 21 rings. (Incoming phone call)
(Step 57). In addition, the DNIS information passes through CTI32
Passed to HELP DS 33. The HELP DS 33 searches the HELP DS DB 34 (step 58), obtains information on the screen layout based on various tables, and displays the corresponding screen of the operator terminal 31 (corresponding to the called number and paired with the called telephone). , Change to suit the content of the inquiry (Step 5
6). This change of the display screen is performed in the order of the priority of the application queue for each panel, as described later. Also, business processing requests are issued to the host 40 in the order of priority based on the application queue (step
60). Information obtained from the host 40 is displayed on the screen of the operator terminal 31.

In order to perform the power receiving operation of the call center, it is necessary to display various business information on the screen of the display device of the operator terminal 31.

Various types of business information are formulated for each classification (according to the type). The display format of the business information is the items to be displayed and the attributes (displayed background color, text color,
Shape, size), editing information (space, search button, etc.)
(Display logic). The structure of the definition of the business information display format is called a panel.

The position (area) of the panel on the display screen
(Including the size) is predetermined. That is, the arrangement of the panels is fixedly defined in the program of the operator terminal 31.

The layout (area size and position) of the panel on the screen is clearly shown in the initial screen of FIG.

In this embodiment, a plurality of panels having the same arrangement form a panel group. 11, the customer information panel group (including the member panel and the member store panel), the corresponding script panel group (including the member script panel and the member store script panel), and the service history panel group (the member service history panel) , A member store service panel and a non-member service history panel).

Therefore, in this embodiment, the title panel (title), CTI panel (cti), quick help panel (quickhelp), customer information panel group (custo)
mer), a response script panel group (script), and a response history panel group (history) are defined as screen components.

The panel table (TBLPANEL) shown in FIG. 4 registers such panel-related definitions. This TBLPANEL has a panel ID (PANELID) and a panel name (P
ANELNAME), panel group ID (GROUPPANELID), and panel class name (PANELCLASSNAME). PANELID is used to identify all panels (a double circle attached to PANELID indicates a key; the same applies hereinafter). PANELNAME is the panel name displayed on the screen. The GROUPPANELID is shown in parentheses in FIG. 11 (representing a display position) and is for identifying a panel group. Items that do not constitute a group, such as a title panel, CTI panel, and quick help, are also provided. PANELCLASSNAME
Is the actual file name of a program for executing panel display (including a program for a business process request to the host). The panel display program (the structure of the definition of the display format described above) is stored in the memory of the CTI server 30 (a part of this program is stored in the operator terminal).
31 may be provided).

Using GROUPPANELID as a key, PANELCLASSNA
The ME is described in the panel group table (TBLPANELGR
OUP) and is shown in FIG.

Since it is difficult for one operator to take charge of all power receiving operations, the charge is determined, and an operator group is formed for each charge (in units of departments). Since the display screen of the operator terminal 31 is different for each operator group, the panel configuration definition is defined for each operator group. This is the operator group panel table (TBLOPERATORGROUPPANEL) shown in FIG. The key of this table is the operator group ID (OPERATORGR
OUPID), panel ID (PANELID) and title tab (TABT
ITLE). OPERATORGROUPID 001 is a member charge (member group), 002 is a member store charge (member store group). TABTITLE is the same as PANELNAME described above.

In the table of FIG. 6, a tab order (TABORDER) is further defined for each PANELID. This TA
BORDER indicates the program execution priority order (more specifically, display order) for each panel.

The operator group table (TBLOPERATORGROUP) shown in FIG. 7 describes information about an operator group.

An operator table (TBLOPERATOR) describing information for each operator is shown in FIG. This table contains the login ID (LOGINI
D) as a key, password (PASSWORD), level (LEV
EL), name (NAME), operator group ID (OPERAT)
ORGROUPID) is described. GENESYSID, GENESYSP
ASSWORD is for logging in to the CTI software 32.

As described above, the called number differs depending on the contents of the inquiry by the customer. If the inquiry is different,
Naturally, the screen displayed on the display device of the operator terminal 31 is also different. FIG. 9 shows the DINS panel table (TBLDNISPANEL) shown in FIG. 9 for managing the screen components to be displayed (the panel identification information and the information on whether or not to display) for each incoming call number (DINS).

In this table, DNIS (call number), PANELID and TABTITLE are registered as keys. As described above, the last four digits of the DNIS are 5678 for an inquiry (inquiry) about a member, 5679 is an inquiry about a member store, and 5680 is an inquiry about a new member. TBLOPERA
Like TORGROUPPANEL (Figure 6), TABORDER is also specified.

The DNIS table (TBLDINS) in FIG.
The name (DINSNAME) and desk ID (DESK) for each INS
ID) and so on.

FIG. 3 shows the relevance of the various tables shown in FIGS. 4 to 10. Such a table is stored in the HELP DS DB 34 of the CTI server 30.

The CTI panel is displayed on the initial screen shown in FIG. When the operator inputs a login ID and a password on this CTI panel and clicks the login button, the operator enters the CTI panel.
It is possible to log in to the server 30.

An operator presses the button for enabling and leaving the seat, and when any of the buttons is operated, the operated button is turned on and the other button is turned off. The indicator lamps displayed above the available icons indicate incoming calls, hold, and the like by colors.

The display (change) of the screen of the display device of the operator terminal 31 when the operator logs in will be described. This processing is mainly performed by the HELP DS 33. As described above, the displayed screen differs depending on the operator group (department in charge).

The display (change) of the screen according to the department in charge of the operator includes (1) managing the screen components as panels and panel groups, (2) managing a group of operators for each department as an operator group, and (3) managing the operators. This is realized by setting the panel configuration definition for each group.

The screen pattern for each operator group is determined by the panel configuration definition tables TBLPANELGROUP (FIG. 5) and TBLOPERATORGROUPPANEL (FIG. 6).

When the login is successful, the panel is changed (added) by the following logic. OPERATORGROUPID from TBLOPERATOR (Fig. 8) based on the login ID and password entered by the operator
To get. In TBLOPERATORGROUPPANEL (Fig. 6), this OPERA
Get PANELID and TABORDER matching TORGROUPID. In TBLPANEL (Fig. 4), PANELCLASSNAME (executable program file name) corresponding to the PANELID obtained in
To get. The execution programs are executed in the order of the TABORDER acquired in the step, and each panel is displayed on the display screen of the operator terminal 31.

Display examples are shown in FIGS. FIG.
Is the one when the operator of the member group logs in. The panel displayed at that time is indicated by a circle in FIG. This is determined by TBLOPERATORGROUPPANEL in FIG. FIG. 14 shows an example of a screen displayed when an operator of the member store group logs in. The displayed panel is indicated by a circle in FIG.

In these screens, information has not yet been displayed on the member panel, member store panel (customer information panel group), member response history panel, and member store response history panel (service history panel group). In the upper left, “Taro Tokkyo” and “Jiro Jiro” are operator names. “Transfer”, “Disconnect”,..., “Error information” in the upper right are the same as the function buttons of the telephone 21.

The operator ID of the logged-in operator
(GENESYSID), operator group ID, operator terminal No., telephone No. (or desk ID) are registered in the CTI server 30 and the PBX 20.
It is possible to determine to which operator (operator terminal) the telephone and DINS are to be distributed according to S.

As an example, the operator Taro Taro enters the login ID 123456 and the password 123456 into the CTI panel and presses the login button. Patent Taro's OPERATORGROUPID 001 is obtained from TBLOPERATOR (Fig. 8). TBLOP
A PANELID matching 001 is obtained from the ERATORGROUPPANEL (FIG. 6). Since panels are added in the order of TABORDER of OPERATORGROUPID 001, CTI panel, title panel,
Panels are added (displayed) in the order of member panel, member script, member response history, and quick help.

The display (change) of the screen of the display device of the operator terminal 31 at the time of an incoming call will be described. This process is also performed mainly by HELP DS33. As mentioned above, D
The screen (layout) changes according to the NIS information.

The display (change) of the screen according to the DNIS includes: (1) managing the screen components as panels and panel groups; (2) managing a group of incoming calls as DNIS; and (3) setting panel components for each DNIS. It is realized by doing.

The screen pattern for each incoming call is defined by the panel component table TBLPANELGROUP (FIG. 5) and TBLDNISPANEL.
(FIG. 9).

At the time of an incoming call, the panel is changed (added) by the following logic. DNI from PBX 20 via CTI software 32
Obtain S information. In TBLDNISPANEL (Fig. 9), DNI acquired in
Get PANELID and TABORDER matching S. In TBLPANEL (Fig. 4), PANELCLASSNAME (executable program file name) corresponding to the PANELID obtained in
To get. The execution programs are executed in the order of the TABORDER acquired in the step, and each panel is displayed on the display screen of the operator terminal 31.

Display examples are shown in FIG. 16, FIG. 18, and FIG. FIG. 16 shows a case where the customer calls the telephone number (03-1234-5678) of the member desk (member information), and the panel displayed at that time is indicated by a circle in FIG. . This is determined by TBLDNISPANEL in FIG. Fig. 18 shows an example of the screen displayed when a customer calls the member store desk (member store help desk) (03-1234-5679). Indicated by FIG. 20 is a display example when a customer calls a telephone number (03-1234-5680) for a new member, and the displayed panel is indicated by a circle in FIG.

For example, a customer's trademark Hanako calls the ABC member desk telephone number 03-1234-5678. TBLDNIS
(Fig. 10), the DESKID of ABC member desk is 01,
The call is routed to Operator Taro who has the last two digits of OPERATORGROUPID of TBLOPERATOR (FIG. 8) equal to 01. TB
Referring to LDNISPANEL (FIG. 9), DNIS03-1234-5678 obtained from PBX 20 via CTI software 32
PANELID that matches is obtained. This DNIS TABOR
Since panels are added in the order of DER, the panels are changed (added) in the order of CTI panel, title panel, member panel, member script, member response history, and quick help.

The display order control for each panel based on information input to the present system will be described.

In this system, the timely information display required by the call center system is managed. (1) Screen components are managed as panels and panel groups. (2) The processing assigned to each panel is described as an event for each panel. (3) This is achieved by managing the execution priority order of each panel as an application queue for accepting events.

When the HELP DS 33 receives the DNIS information and when the operator inputs the customer information at the operator terminal 31 and executes the processing, it manages as an event and notifies each panel.

Examples of the event include an incoming call event for notifying an incoming call, a script selection event for notifying that the operator has selected a script, and a search button for the operator to search for customer information (see the member panel in FIG. 16). ), A panel selection event to notify that the operator has selected the panel, and a logout event to notify that the operator has logged out (steps 66 to 66 in FIG. 22).
70).

The application queue controls the processing order for each panel, and the registration order in the queue is HELP D
SDB34 (for example, TABO in FIGS. 6 and 9)
RDER). When an event occurs, the panel is notified of the event (to the execution program corresponding to the panel) in the order registered in the application queue, and if the notified panel is in charge of the event, the process is executed.

Regarding the display (execution) order control,
The description will be made separately for two types of input information.

First, the case of inputting the DNIS information will be described.
When the HELP DS 33 receives the DNIS information acquired from the PBX 20 via the CTI software 32, event processing is executed in the order registered in the application queue. When an incoming event occurs, TBLDNISPANEL of HELP DS DB34 is displayed in the application queue (Fig. 9).
According to the information obtained from TABORDER, CTI panel,
Title panel, customer information panel, service script panel, service history panel, quick help panel, (Fig. 24)
, So incoming events are notified in the order of registration, CTI panel, title panel, customer information panel,
Processing (display) is performed in the order of the service script panel and the service history panel.

When executing information retrieval by inputting customer information (for example, in FIG. 16, by inputting any of member No., name, and caller ID and pressing the search button, other information can be retrieved). HELP DS DB if obtained from host 40)
TABORDER or TBLOPERAT of 34 TBLDNISPANEL (Figure 9)
Event processing is executed in the order registered in the application queue based on the information acquired from TABORDER of ORGROUPPANEL (FIG. 6). For example, when a customer search event occurs, the CTI panel, title panel, customer information panel, response script panel,
Since the response history panel is registered in the order of the quick help panel (Fig. 24), the incoming events are notified in the order of registration, and processing is performed in the order of the customer information panel (for example, member panel) and the response history panel (for example, member response history panel). (Search and display of data obtained thereby) are performed.

Referring to FIGS. 22 and 23, HELP DS 33
(And operator terminal 31) will be described.

The operator logs in to the HELP DS 33 (step 61). HELP DS DB34 based on login information
Is searched (step 62). The initial screen display information is acquired from the DB 34, and the panel is registered in the application queue (FIG. 24) (step 63). Events are received in the order of application queue registration (step 64).

In the case of an incoming event (step 66),
Referring to FIG. 23, incoming information (DNIS) is acquired (step 71), and HELP DS DB 34 is searched based on the information (step 72). In response to the search result, the screen layout is changed and the application queue registration of the panel is changed (steps 73 and 74). As a result, the panels are displayed in the queue registration order shown in FIG. 24 (step 7).
Five).

In the script selection event (step 67), processing based on the application queue order is performed. In this example, since the quick help panel is registered, processing such as a change of the quick help is performed.

In the customer search event (step 68), processing based on the application queue order is performed. In the example, since the customer information panel and the response history panel are registered in this order (see FIG. 25), the processing is performed in the order of the customer information display → the response history display. In the customer search, a search request is issued to the host 40, and the business application 41 extracts information of the corresponding customer from the business DB 42, receives the information, and displays it on the screen.

In the panel selection event (step 69), the individual panel performs processing independently (see also FIG. 25).

In the logout event (step 70),
Logout processing is performed based on the application queue order (see also FIG. 25).

FIG. 25 is a table showing panels responding according to the queue (FIG. 24) for each event.
Some panels do not perform any processing.

The overall operation and processing flow will be described using an example of actual data. Operator Taro Taro logs in to the CTI panel.
That is, login ID 123456 and password 123456 are CT
Fill in the I panel and press the login button. Taro OPERATORGROUPID from TBLOPERATOR (Fig. 8)
001 is obtained. TBLOPERATORGROUPUOPANEL (Fig. 6)
The PANELID corresponding to OPERATORGROUPID 001 is obtained. Since panels are added in order of TABORDER for OPERATORGROUPID 001, CTI panel, title panel,
Panels are added in the order of member panel, member script, member response history, and quick help (Fig. 12). Similarly, they are registered in the application queue in TABORDER order (FIG. 24). Customer's trademark Hanako is ABC member desk phone number 03-123
Call 4-5678. ABC from TBLDNIS (Fig. 10)
Since the DESKID of the member desk is 01, TBLOPERATOR (Fig. 8)
The call is routed to Operator Taro whose last two digits of OPERATORGROUPID match 01. TBNDNISPANEL (Fig. 9)
Thus, the PANELID that matches the DNIS03-1234-5678 obtained from the PBX 20 via the CTI software 32 is obtained. Since panels are added in the order of TARBORDER for this DNIS, the panels are rewritten in the order of CTI panel, title panel, member panel, member script panel, member response history panel, and quick help panel (FIG. 16). Since the panel is also deleted from the application queue when the panel is deleted, it is registered in the application queue in the order of TABORDER of the panel added at the time of rewriting (Fig. 24). Since an incoming event has occurred, the registration order of application queues, ie, CTI panel, title panel,
An incoming event is notified in the order of a member panel, a member script panel, a member response history panel, and a quick help panel (FIG. 24). The incoming signal is displayed on the CTI panel, the DNIS name is displayed on the title panel, the customer information retrieved from the caller ID is displayed on the member panel, the script at the time of the initial power reception is displayed on the member script panel, and the member reception is displayed. The process of displaying the customer's history information on the history panel is performed in order. The quick help panel does nothing. When the script menu is selected, script selection events are notified in the order of application queue registration,
The contents of the quick help panel are changed. If the customer information is not retrieved based on the caller number (if a notification to that effect is received from the host 40), the customer is asked to enter the member number by telephone, and the user is searched again. The customer search event is also notified in the order of registration in the application queue, the member information is displayed, and the member response history is displayed in order. When the job is completed and the operator presses the logout button, logout events are notified in the order of registration in the application queue, and the CTI panel, title panel,
The panel is deleted in the order of the member panel, the member script panel, the member response history panel, and the quick help panel.

FIG. 26 shows an example of a more detailed screen. When there are a large number of such panels,
The processing order of the panels becomes remarkable. Each panel is denoted by the letters A to G.

It is assumed that the panels are processed (displayed) in the order of A, B, C, D, E, F, and G.

The display on panel A indicates that the call has been connected, and the display on panel B confirms which desk the customer has called. On panel C, the member information that the operator wants to know first is displayed. Subsequently, a script D for responding to the customer is displayed. Customers (members)
Is displayed on the panel E. The member history is displayed on panel F, and finally the panel G displays further details of the script.

As described above, the display order can be controlled from basic information that one wants to know first to detailed information in order.

Some panel items will be described.

Member Panel Member Number If the caller number has been obtained, the member number is obtained from the business DB using the caller number as a key, and the 16-digit member number is edited and displayed in 4-digit sections. If the caller ID cannot be obtained, the operator enters the member number because the member number is the search key. Name When the caller ID is obtained, or when the member number is entered and the search button is pressed, the name is obtained from the business database using the caller ID or member number as a search key and displayed. Address When the caller ID is obtained or when the member number is entered and the search button is pressed (not shown), the address is obtained from the business database using the caller number or member number as a search key and displayed. Caller ID When caller ID is obtained, it is displayed. When the member number is entered and the search button is pressed, the customer's telephone number is obtained from the business DB using the member number as a search key and displayed. Face Photo When a caller ID is obtained, or when a member number is entered and a search button (not shown) is pressed, a face photo is obtained from the business database using the caller ID or member number as a search key and displayed. Search button Searches the business DB using the entered member number as a key, and inputs a command to acquire the contents of the customer information panel response history panel. Clear button Clears the contents displayed on the customer information panel and the response history panel.

Script panel menu for members At the time of operator login, the task drop-down menu and script for each operator group are obtained from the HELP DS DB, and the task menu list is set in the list. The list shows the tasks that are set to be displayed at login. When a call arrives, the task menu and script for each DNIS are obtained from the HELP DS DB, and the task menu is set in a list. The list shows the tasks that are set to be displayed when an incoming call arrives. When a menu is selected from the customer service drop-down list, a customer service script corresponding to the selected scripted business menu is displayed (member). When a menu is selected in the in-house process drop-down list, an in-house process script corresponding to the selected job menu is displayed (in-house).

Title Panel Title At the time of operator login, the title of each operator group is obtained from the HELP DS DB and displayed. When a call arrives, the title for each DNIS is obtained from the HELP DS DB and displayed. Cleared when the call is disconnected. Free Logs the free message message for each operator group from the HELP DS DB when the operator logs in, and displays it. When a call arrives, a free message for each DNIS is obtained from the HELP DS DB and displayed. Cleared when the call is disconnected. Login name When logging in, the login name is obtained from the HELP DS DB and displayed. Clear on login. Incoming time Gets and displays the time of incoming call. Cleared when registering history.

[Brief description of the drawings]

FIG. 1 is a block diagram showing an outline of a configuration of a call center system.

FIG. 2 shows an outline of processing in a call center system.

FIG. 3 shows the relationship between various tables.

FIG. 4 shows a panel table (TBLPANEL).

FIG. 5 shows a panel group table (TBLPANELGROUP).

FIG. 6: Operator group panel table (TBLOPERAT)
ORGROUPPANEL).

[Figure 7] Operator group table (TBLOPERATORGROU)
P).

FIG. 8 shows an operator table (TBLOPERATOR).

FIG. 9 shows a DNIS panel table (TBLDNISPANEL).

FIG. 10 shows a DNIS table (TBLDNIS).

FIG. 11 shows an example of an initial screen.

FIG. 12: Screen at the time of operator login (member group)
Is shown.

FIG. 13: Screen at the time of operator login (member group)
Specify the panel displayed in.

FIG. 14 shows an operator login screen (member store group).

FIG. 15 clearly shows a panel displayed on an operator login screen (member store group).

FIG. 16 shows an incoming call screen (member desk).

FIG. 17 clearly shows the panel displayed on the incoming call screen (member desk).

FIG. 18 shows an incoming call screen (member store desk).

FIG. 19 clearly shows a panel displayed on a telephone incoming call screen (member store desk).

FIG. 20 shows a screen at the time of an incoming call (new enrollment).

FIG. 21 clearly shows a panel displayed on a screen at the time of an incoming call (new enrollment).

FIG. 22 is a flowchart showing the flow of the entire processing.

FIG. 23 is a flowchart showing an incoming call event process.

FIG. 24 shows an example of panel registration in an application queue.

FIG. 25 is a list of panels that become active for each event.

FIG. 26 is a display example when the number of panels is large.

[Explanation of symbols]

 30 CTI server 31 Operator terminal 32 CTI software 33 HELP DS 34 HELP DS DB

 ──────────────────────────────────────────────────続 き Continuing on the front page (72) Inventor Tatsuhiko Sato 1-5-8 Shinmachi, Nishi-ku, Osaka, Osaka Prefecture Japan Research Institute (72) Inventor Satoshi Akazawa 16th Ichibancho, Chiyoda-ku, Tokyo Within the Japan Research Institute (72) Inventor Ryoko Kuboen 16th Ichibancho, Chiyoda-ku, Tokyo F-term within the Japan Research Institute, Limited 5C082 AA01 BB01 CB01 CB06 DA87 MM09 5E501 AA13 AC33 AC34 AC37 BA03 CA03 DA09 DA11 DA15 EA17 FA03 FA05 FA13 FA23 FA44 FB45

Claims (14)

[Claims] 1. A first storage means for registering data on a display position corresponding to a panel identification code for a plurality of panels each defining a display format, and a plurality of actions corresponding to a plurality of action identification codes. Second storage means for registering a panel identification code of one or a plurality of panels to be displayed when the action is input, and one or more corresponding to the action identification code when the action is input. A plurality of panel identification codes
Display control means for controlling a display defined by the panel of the obtained panel identification code to be performed at a display position registered in the first storage means. apparatus. 2. The second storage means registers data indicating a display order of panels for each action, and the display control means stores the display order together with a panel identification code corresponding to the input action. Get the data,
2. The screen display control device according to claim 1, wherein control is performed such that display is performed according to the definition of each panel in accordance with the display order data. 3. The screen display control device according to claim 1, wherein one or a plurality of panels form a panel group, and a display position of each panel group is registered in the first storage unit. 4. The panel includes a display format definition,
4. The screen display control device according to claim 1, further comprising a description for performing a process of acquiring data necessary for display. 5. The method according to claim 1, wherein the input of the action is login, and the identification code of the action is an identification code of an operator who has logged in or an identification code of a group to which the operator belongs. Screen display control device. 6. The screen display control device according to claim 1, wherein the input of the action is an incoming call, and the identification code of the action is data relating to an incoming call number. 7. The screen display control device according to claim 1, wherein the display format includes display items, attributes, and editing information. 8. The screen display control device according to claim 1, which is a server in a client server system. 9. The screen display control device according to claim 1, which is a computer. 10. For a plurality of panels each defining a display format, data relating to a display position is registered in correspondence with a panel identification code, and the action is input in correspondence with a plurality of action identification codes, respectively. Register the panel identification code of one or more panels to be displayed when the operation is performed, and when an action is input, acquire one or more panel identification codes corresponding to the identification code of the action, and acquire the acquired A screen display control method for controlling a display defined by a panel with a panel identification code to be performed at a registered display position. 11. A first table in which data relating to a display position is registered in correspondence with a panel identification code for a plurality of panels each defining a display format. A second table in which panel identification codes of one or more panels to be displayed when the action is input, and one or more panel IDs corresponding to the action identification code when the action is input; A program for acquiring a panel identification code from the second table and controlling a computer to display a panel defined by the acquired panel identification code at a display position registered in the first table. , A medium that records 12. A storage means for registering a panel identification code of one or a plurality of panels defining a display format to be displayed when the action is input, corresponding to the identification codes of the plurality of actions, respectively. And when an action is input, one or more panel identification codes corresponding to the identification code of the action are acquired from the storage means, and the display defined by the panel of the acquired panel identification code is preliminarily displayed for each panel. A screen display control device comprising: means for controlling the display to be performed at a predetermined display position. 13. A display position on a display screen for a plurality of panels, each of which defines a display format, is determined in advance, and when an action is input corresponding to each of a plurality of action identification codes. A panel identification code of one or more panels to be displayed is registered, and when an action is input, one or more panel identification codes corresponding to the identification code of the action are acquired, and the acquired panel identification code of the panel identification code is acquired. A screen display control method for controlling a display defined by a panel to be performed at a predetermined display position. 14. A table in which panel identification codes of one or a plurality of panels defining a display format to be displayed when the action is input are registered corresponding to the identification codes of the plurality of actions, respectively. When an action is input, one or more panel identification codes corresponding to the identification code of the action are obtained from the table, and the display defined by the panel of the obtained panel identification code is determined in advance for each panel. A program for controlling a computer so as to perform the display at the indicated display position.