JP2002057801A - Network device, communication method, and recording medium - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a network device which can easily connect communication to the equipment of a responder who can make an appropriate response. SOLUTION: This network device is provided with an inputting means which inputs the signal from the equipment (1) of a signal dispatcher, a control means which controls equipment (17) connected to an internal network, an equipment (5) of a responder connected to an external network, or the equipment of one of a plurality of responders connected to the external network so that the equipment (17) or (5) may communicate with the equipment (1) of the dispatcher of the signal inputted to the inputting means.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

[0001] The present invention relates to network communication technology.

[0002]

2. Description of the Related Art A call center accepts inquiries about commodities by telephone, and an operator (correspondent) responds to the inquiry. A customer who makes an inquiry call often evaluates the company based on the quality of the call center. Many companies are recognizing this, and are building and operating call centers with the aim of improving customer satisfaction and thereby improving corporate reputation.

[0003]

However, the construction and operation of a call center that can answer all kinds of inquiries of all customers 100% by a company is difficult in terms of securing facilities, costs, and securing highly skilled operators. From the problem,
Have difficulty. In addition, call centers are required to provide accurate and quick responses.

An object of the present invention is to provide a network device, a communication method, and a recording medium that can easily connect communication to a device of a person who can take appropriate measures.

[0005]

According to one aspect of the present invention, an input means for inputting a signal from a signal sender's device and an internal network in response to the signal sender or a request from the signal sender. A signal input to the input means for a connected device or a device of a responder connected to an external network, or for any one of devices of a plurality of responders connected to the external network, And a control unit for controlling communication with the caller's device.

According to another aspect of the present invention, (a) inputting a signal from a signal sender's device, and (b) responding to the signal sender or a request from the signal sender to an internal network. A sender of the input signal to a connected device or a device of a responder connected to an external network, or to one of a plurality of responder devices connected to the external network; Controlling to enable communication with another device.

According to yet another aspect of the present invention, (a)
Inputting a signal from a signal sender's device; and (b)
In response to the signal sender or the request of the signal sender, a device connected to the internal network or a device of a responder connected to the external network or a device of a plurality of responders connected to the external network. A computer-readable recording medium storing a program for causing a computer to execute a procedure for controlling any one of the devices to communicate with the device of the sender of the input signal. You.

According to the present invention, devices operated by a plurality of responders are connected to an internal network and / or an external network, and a signal sender or a device of a signal sender is suitable in response to a request of the signal sender. It can be connected to the responder's device. By connecting the responder's equipment to the external network, a plurality of responders can be distributed and arranged, so that the cost can be reduced and the degree of freedom of the system can be increased.

[0009]

DESCRIPTION OF THE PREFERRED EMBODIMENTS (First Embodiment) FIG. 1 shows an example of the configuration of a call center system according to a first embodiment of the present invention. The customer's telephone 1 is connected to a call center 3 via a public line 2. The customer can use the telephone 1 to make a call to the call center 3 for inquiries regarding products. In order to respond to inquiries from the telephone 1 of the customer, an internal operator personal computer (hereinafter referred to as PC) 17 is provided in the call center 3 for the internal operator (respondent) to respond to.
Further, external operator PCs 5a, 5b, 5c and the like are provided for an external operator such as a home or distributed office. Hereinafter, PCs 5a and 5 for external operators
b, 5c, individually or entirely, the external operator PC 5
That.

The internal operator PC 17 is connected to the internal network 11 of the call center 3. The external operator PC 5 is connected to the call center 3 via the external network 4. Internal network 11
Is, for example, Ethernet (registered trademark). The external network 4 is, for example, an ISDN network, a dedicated line network, or the Internet.

[0011] As in the present embodiment, a distributed type using operators located in homes or distributed offices has more advantages than a centralized type in which all operators are located inside the call center 3. The decentralized call center has the major advantages that the cost of constructing the call center, operation costs, and labor costs can be reduced, and that highly skilled operators can be employed.

In the call center 3, the internal network 1
1, a CTI (computer telephonyintegration) server 13, a database (DB) server 14, an application server 15, a router 16, and an internal operator 1
7 is connected. The exchange (PBX) 12 is connected between the public line 2 and the CTI server 13 and receives a telephone call from the customer's telephone 1 via the public line 2.

The CTI server 13 is connected to the PC 17 for the internal operator connected to the internal network 11 or the PC 5 for the external operator connected to the external network 4 or to the external network 4 according to the customer or the request of the customer. A plurality of external operator PCs 5a,
For one of 5b and 5c, the connection is controlled so that communication with the customer's telephone set 1 corresponding to the call input to the exchange 12 can be performed. For example, in response to the content of a customer inquiry, the customer's telephone 1 is automatically connected to an operator who has knowledge of the content.

The database server 14 has a database described later. The CTI server 13 connects to an appropriate operator PC 17 or 5 according to the database in the database server 14. At this time, the CTI server 13 converts a telephone voice signal from the telephone 1 input to the exchange 12 into a digital H.264 communicable signal that can be communicated on the internal network 11. 323 standard signal. CTI
When the server 13 connects to the internal operator PC 17,
The voice signal on the internal network 11 is transmitted to the PC for the internal operator, and the internal operator can respond to the customer.

The CTI server 13 is a PC for an external operator.
5 will be described. The router 16 converts the signal on the internal network 11 into a signal that can be communicated on the external network 4. The signal is transmitted to a predetermined suitable operator's PC 5 via the external network 4.

The operator PCs 5 and 17 have a sound boat and a speaker. It can reproduce and listen to audio signals of the H.232 standard. For example, Windows
If general-purpose net meeting software that operates on the OS of (registered trademark) is used, H.232 standard audio signals and image signals can be reproduced. The operator PCs 5 and 17 have a microphone and a voice input device. The operator can input a voice to the PC 5 or 17 and transmit a voice signal to the customer's telephone 1 through the reverse route. Customer telephone 1 and operator P
C5 and C17 enable two-way communication, so that customers and operators can make inquiries about products and respond to them.

The application server 15 manages the schedule of the operator, the totalization of the results of call reception, the management of billing, and the like.

FIG. 2 shows a CTI server 13, a database server 14, an application server 15, a router 16
And the configurations of the operator PCs 5 and 17 are shown. Bus 51
Has a CPU 52, an input device 53, an output device 54, a network interface 55, a ROM 56, a RAM 57, and an external storage device 58. However, CTI server 1
3. The database server 14 and the router 16 do not necessarily require the input device 53 and the output device 54.

The input device 53 includes a keyboard, a mouse, a microphone, and a voice input device. The operator can input the contents of correspondence with the customer from the keyboard, and use the microphone to make a correspondence with the customer by voice. Output device 54
Includes a display device and a speaker. The network interface 55 is an interface for connecting to the internal network 11 or the external network 4 in FIG.

The ROM 56 stores a start-up program for starting a server or a PC. RAM 57 is stored in C
Used as a working area for the PU 52. The external storage device 58 stores a computer program. The computer program is stored in the RAM from the external storage device 58.
57 and is executed by the CPU 52. The computer program is shown in FIGS.
3 to execute the processing of the flowcharts of FIGS.

Supplying a computer program from the outside and operating according to the computer program is also included in the scope of the present invention. In this case, the computer program itself and means for supplying the computer program to the computer, for example, a recording medium storing the computer program constitute the present invention. As a recording medium for storing such a computer program, for example, a floppy (registered trademark) disk, hard disk, optical disk, magneto-optical disk,
CD-ROM, magnetic tape, nonvolatile memory card,
A ROM or the like can be used.

FIG. 3 is a flowchart showing processing of the call center system according to the present embodiment. Step S
At A1, the CTI server 13 is in a state of waiting for an incoming call from a customer. When there is a telephone call from the customer's telephone 1 to the call center 3, at step SA2, the CTI server 13
Receives the call.

At step SA3, the CTI server 13 answers the customer's telephone with automatic voice guidance. The customer presses the push button of the telephone 1 according to the voice guidance. The CTI server 13 receives the signal of the push button and determines the content of the inquiry of the customer. Specifically, the contents are determined according to the table shown in FIG.

FIG. 4 shows a table for automatic voice guidance. As the product type to be inquired, "No.
Printer "," No. 2: FAX "," No. 3: Copy ",
"No. 4: Other" is voice-guided, and the customer presses the push button of the corresponding number.

When "No. 1: Printer" is pressed, the inquiry content is subsequently selected. Inquiry contents include "No. 1: Product information", "No. 2: failure / failure", "No. 3: Driver acquisition method", "No. 4: Others"
Is given voice guidance. "No. 1: Product information"
Is selected, it is determined to connect to an operator in the operator group 1-1G. When "No. 2: failure / failure" is selected, "No. 1: laser printer" and "No. 2: inkjet printer" are voice-guided. When "No. 1: laser printer" is selected, an operator in the operator group 1-2-1G is connected. When "No. 2: inkjet printer" is selected, an operator in the operator group 1-2-2G is connected. Is determined. When the above-mentioned "No. 3: Driver acquisition method" is selected, the operator group 1-3
It is decided to connect to the operator in G. "4
When "number: other" is selected, the operator group 1-
It is decided to connect to an operator in 4G.

With respect to the above-mentioned "No. 2: FAX", "No. 3: copy" and "No. 4: other", it is determined according to the table of FIG. 4 to connect to an operator in a predetermined operator group.

At step SA4 in FIG. 3, customer information is read from the customer database 21 (FIG. 5) in the database server 14 to authenticate the sender (customer). FIG.
As shown in the table, the customer database 21 stores customer codes (numbers assigned in the order of registration), names (customer kanji names), names of false kana (how to read names in katakana),
Occupation Code (Occupation Classification Code), Employment Name (Kanji Name of Customer's Employment), Affiliation (Department Name at Customer's Employment), Title (Title at Customer's Employment), Home Address ( Customer's home address), work address (customer's work address), home phone number (customer's home 12-digit phone number), mobile phone number (customer's 12-digit mobile phone number), A work telephone number (a 12-digit telephone number of the customer's work place) is registered. New customers will be registered in a later process.

FIG. 8A shows an example of the above occupation code. The occupation codes are, for example, “01: company employee (general)”, “02: company officer”, “10: public employee (general)”, “20: self-employed”, “30: housewife”, “40:
Student "," 90: unemployed ".

In step SA5 in FIG. 3, operator information is read from the operator database 22 in the database server 14, and an operator to be connected is selected.
Examples of the operator database 22 are shown in FIG. 9, FIG. 10, and FIG.

FIG. 9 shows an example of the operator database 22. The operator database 22 has an operator ID (set a unique ID for all operators), an operator name (operator name), a product skill table (a table of products having knowledge), and a knowledge skill table (other than product knowledge). Table of technical knowledge you have), authority level (authority level of how much you can talk about the contents to answer customers), customer service skills (evaluation level of experience and attitude in customer service), response priority (priority A flag for determining whether or not to receive an incoming call), a total response time (total of response times from a certain point in time), and an incoming call waiting time (an incoming call waiting time from the previous response) are registered. For example, an operator with a short cumulative response time and an operator with a long incoming call waiting time can be preferentially associated with each operator in order to correspond equally. FIGS. 10 and 11 show more specific contents of the database.

FIG. 10 is a diagram showing an operator group belonging table. The operator group corresponds to the operator group determined according to the table shown in FIG. For example, operators A and B belong to operator group 1-1G, and operator group 1
Operators A and J belong to -2-1G, operators A, B and J belong to operator group 1-2-2G, and operator A belongs to operator group 1-3G. Operator group 1
The operator A belongs to 4G.

FIG. 11 is a skill table of the operator, in which operators who can correspond to each skill (knowledge content) are registered. Network contents (Wi
Windows-NT (registered trademark), TCP / IP, App
le Talk, Network), OS (UNIX)
(Registered trademark), Windows-NT, Windows
95/98, MacOS (registered trademark), OS / 40
0), language (Visual Basic, C, C ++,
Java) is registered. For example, Windows
Operators that can support the network of NT are operators A, C and K.

An operator who can respond to customer inquiries is selected based on the tables shown in FIGS.

At step SA6 in FIG. 3, a call is sent to the PC 5 or 17 of the selected operator, and the PC 5 or 17 of the selected operator is connected to the telephone 1 of the customer. The operator can respond to customer inquiries.

At step SA7, the history data of the contents of the inquiry response is written to the history database 23 (FIG. 6) in the database server 14, and the customer information of the customer is written to the customer database 21 (FIG. 5).

FIG. 6 shows the contents of the history database 23. In the history database 23, the customer code (customer database code), inquiry date (date of inquiry), incident number (one for each content of inquiry)
Unique number), branch number (numbered for each exchange for one incident), person in charge (operator who is the person in charge of response), product category (category of the product to be queried), inquiry classification code (inquiry Classification), inquiry contents (input the contents of the inquiry in text), response contents (input the contents of the response in text), completion flag (set when all the responses to the inquiry have been completed), takeover flag (another A set is set when a department or person takes over), a request for correspondence to another department (input of the request to the takeover destination in text), and a message (input to the takeover destination in text).

FIG. 8B shows an example of the product category shown in FIG. The product category is, for example, “1: Printer”,
“2: Fax” and “3: Copy”. FIG.
(C) shows an example of the inquiry classification code in FIG. The inquiry classification codes are, for example, “01: failure / repair request”, “02: malfunction”, “10: function description”, “2:
0: operation description "," 30: claim ", and" 90: other ".

The database server 14 also creates a customer asset database. As shown in FIG. 7, the customer asset database stores a customer code (a code of the customer database), a product code (a code of a product used by the customer), a product serial number (a serial number of the product), and a purchase date ( The date of purchase of the above product), contract category (category of maintenance contract, etc.), usage environment (environment in which the product is used), accessory code 1 to code 3 (code of product attached to main product) Written.

FIG. 8D shows an example of the contract category shown in FIG. The contract categories are, for example, “1: annual maintenance contract (general)”, “2: annual maintenance contract (on-site)”, “9:
No contract ". FIG. 8E shows an example of the use environment of FIG. The use environment is, for example, “1: stand-alone”, “2: network”.

When the processing in step SA7 in FIG. 3 is completed, the flow returns to step SA1, and the above processing is repeated.

FIG. 12 shows steps SA3 and SA in FIG.
4 shows an inquiry response input screen displayed on the displays of the operator PCs 5 and 17. The operator makes the following inputs on this screen while responding to customer inquiries.

At the upper right of the screen, an incident number 31 (FIG. 6) automatically given for each inquiry is input. In the inquiry classification 32 (FIG. 8 (E)), “failure / failure”, “operation method”, “claim”, “consultation / question”,
Select one of “Others” and the like. Customer situation 3
In 3, the user selects one of "I'm in a hurry", "I'm in trouble", and "I'm angry".

In the sender (customer) information 34, a sender number, a customer name, a company name, and a model to be used are input. In the product category 35, an inquiry product is selected from an inkjet printer, a laser printer, a general fax, a personal fax, a color fax, a monochrome copy, and the like. In the required skill 36, network, Windows
-NT, TCP / IP, Apple Talk, OS,
Windows 95/98, MacOS, UNIX, etc.

In the input area 37, the contents of the inquiry are input. In the input area 38, an answer or a response content 38 is input. In the input area 39, the content of the previous answer is displayed or input.

The continuation button 40 is a button for requesting the operator who has responded last time to reconnect when the continuation content is related to the content that the customer inquired last time. If you click on this continue button 40,
Connected to previous operator.

The completion button 41 is a button for clicking when the response to the inquiry is completed.
When the completion button 41 is clicked, it is recorded in the history database (FIG. 6) 23, and the line with the customer is disconnected.

The escalate button 42 is a button for allowing another operator to take over when it is determined that the operator cannot respond because of the product category 35, the required skill 36, or the like. Escalate button 42
Click, the product category 35, required skills 36
An escalation instruction signal is transmitted to the CTI server 13 together with information such as the above. The CTI server 13 receives the signal, selects an available operator, and connects the operator to the customer.

FIG. 13 is a flowchart showing an example of the escalation process. Steps SB1 to SB4 on the left side of FIG. 13 are processes of the PC 5 or 17 of the operator A. Steps SC1 to SC6 in the middle stage are processes of the CTI server 13 of the call center. Steps SD1 to SD4 on the right side are processes of the PC 5 or 17 of the operator B.

In step SC1, the CTI server selects an operator based on the caller ID, customer information obtained through automatic voice response, and the status of the operator. In step SC2, the CTI server sends outgoing customer information and the like to the operator A's PC, and connects the line between the customer's telephone and the operator A's PC.

At step SB1, the PC of the operator A
The customer information is displayed on the screen of, and the voice signal of the customer is reproduced. Operator A responds to the customer inquiry and
Input to the screen shown in FIG.

In step SB2, when the operator A cannot respond due to the product category, the required skill, and the like, the operator pushes the escalate button 42 in FIG. 12 and transmits an escalation instruction signal to the CTI server.

In step SC3, the CTI server holds the line on the customer side and selects a new operator B in response to the above escalation request. In step SC4, a call is transmitted to the PC of the operator B, customer information and the like are transmitted to the PC of the operator B, and the line between the PC of the operator A and the PC of the operator B is connected.

In step SD1, the PC of the operator B
And the information corresponding to the operator A is also displayed on the screen. Steps SD2 and SB
At 3, the operators A and B talk to each other and verbally confirm the details. At step SB4, the operator A's P
C makes a disconnection request to the CTI server and waits for the next customer.

In step SC5, the CTI server disconnects the line of the operator A's PC and connects the customer's telephone to the operator B's PC.

At step SD3, the operator B responds to the inquiry of the customer and makes an input on the screen of FIG. In step SD4, when the operator finishes dealing with the customer, the PC of the operator B requests the CTI server to disconnect the line, and waits for the next customer.

At step SC6, the CTI server disconnects the line between the customer's telephone and the operator B's PC.
The process returns to step SC1. More specific processing example,
Next, a description will be given.

FIG. 14 is a flowchart showing a specific example of the escalation process. In step SE1, a caller number is obtained. If you get a caller ID,
The customer database (FIG. 5) and the history database (FIG. 6) are searched from the caller number, and it is determined whether or not the inquiry is a continuation from the previous time. In the case of continuation, the processing of the flowchart of FIG. 15 described later is performed. If it is not a continuation, the following process is performed.

In step SE2, voice guidance is performed according to the table shown in FIG. For example, "This is XX support service. For inquiries about printers, 1 for inquiries about faxes,
For inquiries about copying, please press 3. ". For example, assume that the customer presses the “1” push button.

Subsequently, according to the table of FIG. 4, as the voice guidance, "Please press 1 for inquiries regarding new product information, 2 for inquiries regarding failures and malfunctions, and 3 for inquiries regarding obtaining the latest driver."
And play the voice. For example, assume that the customer presses the “2” push button.

Subsequently, in accordance with the table of FIG. 4, as the voice guidance, a voice such as "Press 1 if the printer type is a laser printer, and press 2 if the printer type is an ink jet printer." For example, assume that the customer presses the “1” push button. Subsequently, a voice saying "Connect to the operator."

At step SE3, the operator makes a first selection. The customer performs “1”,
Since the push buttons are pressed in the order of “2” and “1”, referring to the table of FIG.
-2-1G is selected. Referring to the group affiliation table of FIG. 10, it is found that the operators belonging to the operator group 1-2-1G are the operators A and J, and an operator who can talk is searched for.

Further, referring to the database of FIG.
An operator who has a short cumulative response time at that time is selected from operators who can talk. For example, operator A
Select

Next, the information of the customer database (FIG. 5), the history database (FIG. 6) and the customer asset database (FIG. 7) retrieved from the caller number of the customer and the information input by the voice guidance are Transmit to operator A's PC and connect customer's phone to operator A's PC.

At step SE4, the operator A corresponds to the customer. If the customer is not registered in the customer database (FIG. 5) or the like, the information of the customer is first heard, and the content is input on the screen of FIG. And FIG.
While looking at the screen of 2, the customer asks about the situation and system environment. As a result, for example, a PC used by a customer
Is found to be Macintosh.

Since the operator A has no knowledge of Macintosh and cannot cope with it, he adds customer request information (for example, Macintosh) to the screen of FIG.
An escalation instruction signal is transmitted to the CTI server.

In step SE5, the operator makes a second selection. Receiving an escalation instruction signal from operator A, the required skills (knowledge) are converted to Macintosh
Since the information "sh" has been added, the network (Apple Talk) and the OS (MacO) corresponding to Macintosh are obtained from the skill table in FIG.
The operator J having the skill of S) is selected.

Next, the information inherited from the operator A is transmitted to the PC of the operator J, and the PC of the operator A is connected to the PC of the operator J.

At step SE6, the operator J corresponds. Operator J has a conversation with operator A and takes over detailed information. The operator A ends the response to the customer. Operator J's PC is connected to the customer's telephone,
The operator J responds to the customer and inputs the contents of the response on the screen of FIG. If the customer's problem is not solved and the call is terminated, the incident number is sent to the customer and used for the next inquiry at the next inquiry. If the problem is solved, the completion flag is set in the history database (FIG. 6), and the process ends.

FIG. 15 is a flowchart showing an example of processing when a continuous inquiry is made. In step SF1, the caller number of the customer is obtained. In step SF2, voice guidance is provided to the customer. For example, as the voice guidance, "Please press 1 for a telephone call for an ongoing inquiry, and press 2 for a new inquiry." For example, when the customer presses the “1” push button, the process proceeds to the following step SF3, and when the customer presses the “2” push button, the process of the flowchart shown in FIG. 14 is performed.

In step SF3, the operator makes a first selection. The operator corresponding to the last time can be known from the history database (FIG. 6). The operator's status is checked. If a call can be received, a line is connected to the operator and customer information is transmitted to the operator's PC. . If the operator who responded last time is in the process of dealing with another customer or is in a state of being unable to receive a call due to a break or the like, the request is confirmed by voice guidance.

At step SF4, voice guidance is given to the customer. For example, as voice guidance, "The person in charge last time cannot answer the telephone. If another person wants to call, please press 1." For example, when the customer presses the “1” push button, the process proceeds to the following process.

At step SF5, the operator makes a second selection. That is, based on information such as the history database (FIG. 6), a suitable operator B is selected, information is transmitted to the operator B's PC, and a line between the customer's telephone and the operator B's PC is connected.

At step SF6, the operator B corresponds to the customer. That is, the operator B talks with the customer while referring to the previous response content and the like on the screen. If the problem is not solved, repeat the escalation described above, and terminate when the problem is solved.

According to the present embodiment, by adopting the distributed type using the operators located in the home or distributed offices, the cost and the degree of freedom are reduced as compared with the centralized type in which all operators are located inside the call center. There are merits such as large. The decentralized call center has the advantages that it can reduce the construction cost, operation cost, and labor cost of the call center, and can employ highly skilled operators.

Further, the customer who called the call center,
The waiting time when the operator is switched can be reduced, and the operation can be taken over by the operator having the most appropriate skill, so that the overall response time can be reduced.
Further, when a call is taken over, detailed information can be transmitted by voice between operators on the delivery side and the acceptance side via the respective PCs while confirming the same information. When the waiting time or the other party of the customer who has called changes, the trouble and inconvenience of having to speak again from the beginning can be eliminated.

Although the operator has dealt with the customer by using the PC 5 or 17, the operator uses the PC 5 or 17.
And the customer may be handled using a telephone. In that case,
The operator can respond to the customer by voice using a telephone and perform the operation on the screen of FIG. 12 using a PC.

(Second Embodiment) FIG. 16 shows a configuration example of a bank system according to a second embodiment of the present invention. Second
In the embodiment, a bank 61 is arranged instead of the call center 3 in the first embodiment. The bank 61, like the call center 3, has the exchange 12 and the CTI server 1.
3, a database server 14, an application server 15, a router 16, an internal operator PC 17, and an internal network 11.

For example, the PC 5a for the external operator is located at the branch 62 of the bank, and the PC 5b for the external operator is located at another branch 63 of the bank.
“c” is placed in the home 64 for a bank employee who has left the bank to work from home.

The customer can use the telephone 1 to make inquiries and requests regarding banking operations to the bank 61. The content of the inquiry relates to various banking operations such as an inquiry service, a transfer service, a fund management service, an address change service, a loan application, a pension consultation, and the like.

It is extremely uneconomical and practically difficult to allocate all the bank employees who can respond to the demands of these customers in the bank 61 and allocate the PC 17 to them. In particular, consultation such as pension consultation requires specialized knowledge. Therefore, operators capable of dealing with customers are arranged in the branches 62 and 63 and the home 64. It is not always necessary to arrange an operator in the bank 61. That is, each operator has a bank 61, a branch 62, 62, a home 6
No. 4 can respond to the request from the customer 1.

FIG. 17 is a schematic diagram in which a customer area 81 and a bank operator area 71 are connected by a network (ISDN) 70. Here, another configuration example of the customer's telephone 1 and the operator's PCs 5 and 17 of FIG. 16 is shown. The customer area 81 corresponds to the telephone 1 in FIG. 16, and the bank operator area 71 corresponds to the operator PCs 5 and 17 in FIG. The network 70 corresponds to the public line 2, the bank 61, and the external network 4 in FIG.

In the customer area 81, a video camera 82,
Touch panel (input and display device) 83, telephone 84,
A card reader 85 and a printer / scanner 86 are arranged. The video camera 7 is located in the bank operator area 71.
2. A display device 73, a microphone 74, a mouse 75, a keyboard 76, and a speaker 77 are arranged. The customer and the bank operator can see each other's faces on the display. The card reader 85 reads the bank card and transmits the information to the operator's equipment. The printer / scanner 86 allows input and output to and from a paper medium.

In the second embodiment, as in the first embodiment, it is possible to connect to an appropriate bank operator in accordance with a customer request. Further, when the connected bank operator determines that the connection cannot be made due to knowledge or the like, the connection can be switched to another suitable bank operator by escalation.

(Third Embodiment) FIG. 18 shows a configuration example of a language school system according to a third embodiment of the present invention.
In the third embodiment, a language school 95 is arranged instead of the call center 3 in the first embodiment. Language school 95, like call center 3, exchange 12, CT
It has an I server 13, a database server 14, an application server 15, a router 16, a PC 17 for an internal teacher, and an internal network 11.

For example, the external teacher's PC 5a is arranged in the branch 92 of the language school, the external teacher's PC 5b is arranged in another classroom 93 of the language school, and the external teacher's PC 5c is arranged in the home 94 where the teacher works from home. Be placed.

A student who is a customer accesses a language school 95 by using a video telephone device or a video conference device 91,
You can take classes at language schools. The student's requirements include the type of language they want to learn, the language level, the gender of the teacher, and whether the teacher is a native speaker. All the teachers who can respond to these various requests are placed in the language school 95 and the PC 17 is assigned.
It is extremely uneconomical and difficult in practice.

Therefore, teachers who can correspond to the students are arranged in the language school 95, the branch school 92 of the language school, another classroom 93, and the teacher's home 94. It is not necessary to arrange a teacher in the language school 95. That is, each teacher is in school 9
5. Classes can be given to students anywhere in the branch 92, classroom 93, and home 94.

FIG. 19 shows that the student areas 121 and 131 and the teacher areas 101 and 111 are connected to a network (dedicated line or I / O).
FIG. 2 is a schematic diagram connected by an SDN) 112. Student area 1
21 and 131 correspond to the device 91 in FIG. 18 and can be placed in a school, home, office, or the like so that a student can take a lesson at a desired place. Teacher area 101, 1
11 corresponds to the teacher's PCs 5 and 17 in FIG.
It is arranged in the branch 92, the classroom 93, and the home 94, and the teacher can give a lesson at a desired place. Network 11
2 corresponds to the public line 2, the school 95, and the external network 4 in FIG.

In the teacher areas 101 and 111, a video camera 102, a display device 103, a microphone 104, a mouse 1
05, a keyboard 106 and a speaker 107 are arranged. The image of the teacher's face is transmitted to the student areas 121 and 131 by the video camera 102 and displayed on the display device on the student side. The display device 103 displays an image of the student's face. The structure of the student areas 121 and 131 is shown in FIG.
It is shown in (A).

As shown in FIG. 20A, the student area 1
21 and 131, a video camera 142, a touch panel (input and display device) 143, a microphone 144, a card reader 145, a printer / scanner 146, a speaker 14
7 are arranged. The image of the face of the student is transmitted to the teacher areas 101 and 111 by the video camera 142 and displayed on the display device on the teacher side. On the touch panel 143, an image of the teacher's face is displayed. FIG. 20B shows an enlarged view of the image. An image of the upper body of the teacher is displayed in the area 151, and an enlarged image of the mouth of the teacher is displayed in the area 152. The student can practice the pronunciation while referring to the movement of the mouth of the teacher.

In the third embodiment, as in the first embodiment, it is possible to connect to an appropriate teacher according to a student's request. Further, when the connected teacher determines that the teacher cannot respond due to language reasons or the like, the connection can be switched to another suitable teacher by escalation.

Further, the student can take a lesson at home, in a nearby classroom, at an office, or the like, and can easily experience a simulated study abroad experience. Since teachers can be distributed, students can take high-level teacher lessons, and language schools can use teachers to make effective use of lessons. In addition, the present invention can be applied not only to a language school but also to other schools.

According to the first to third embodiments, instead of arranging a large number of responders (operators, bankers, teachers, etc.) in one place, distributing the responders in a distributed manner. Accordingly, it is possible to construct a system with low cost and a high degree of freedom. By adopting a decentralized system, it is possible to reduce system construction costs, operation costs, and personnel costs, and at the same time, it is possible to employ highly skilled responders.

The above embodiments are merely examples of implementation of the present invention, and the technical scope of the present invention should not be interpreted in a limited manner. It is. That is, the present invention can be implemented in various forms without departing from the technical idea or the main features.

[0095]

As described above, according to the present invention, a device operated by a plurality of responders is connected to an internal network and / or an external network, and a signal sender or a signal sender's request is transmitted. The caller's device can be connected to a suitable responder's device. By connecting the responder's equipment to the external network, a plurality of responders can be distributed and arranged, so that the cost can be reduced and the degree of freedom of the system can be increased.

[Brief description of the drawings]

FIG. 1 is a diagram showing a configuration of a call center system according to a first embodiment of the present invention.

FIG. 2 is a block diagram illustrating a configuration of a CTI server and the like.

FIG. 3 is a flowchart showing processing of a call center system.

FIG. 4 is a diagram showing a table for automatic voice guidance.

FIG. 5 is a diagram showing a customer database.

FIG. 6 is a diagram showing a history database.

FIG. 7 is a diagram showing a customer asset database.

FIGS. 8A to 8E are diagrams showing examples of an occupation code, a product category, an inquiry classification code, a contract category, and a use environment.

FIG. 9 is a diagram showing an operator database.

FIG. 10 is a diagram showing an operator group affiliation table.

FIG. 11 is a diagram showing a skill table of an operator.

FIG. 12 is a diagram showing an inquiry response input screen.

FIG. 13 is a flowchart showing an escalation process.

FIG. 14 is a flowchart illustrating a processing example at the time of an initial call.

FIG. 15 is a flowchart illustrating a processing example at the time of a continuous call;

FIG. 16 is a diagram showing a configuration example of a bank system according to a second embodiment of the present invention.

FIG. 17 is a diagram showing a customer area and an operator area.

FIG. 18 is a diagram showing a configuration example of a language school according to a third embodiment of the present invention.

FIG. 19 is a diagram showing a student area and a teacher area.

FIGS. 20A and 20B are diagrams showing a student device and a screen displayed on the student device.

[Explanation of symbols]

 1 Customer Telephone 2 Public Line 3 Call Center 4 External Network 5 PC for External Operator 11 Internal Network 12 Exchange 13 CTI Server 14 Database Server 15 Application Server 16 Router 17 PC for Internal Operator 21 Customer Database 22 Operator Database 23 History Database 51 Bus 52 CPU 53 input device 54 output device 55 network interface 56 ROM 57 RAM 58 external storage device 61 bank 62, 63 bank branch 64 home 70 network 71 operator area 72 video camera 73 display device 74 microphone 75 mouse 76 keyboard 77 speaker 81 customer area 82 Video camera 83 Touch panel 84 Telephone 85 Card reader 86 Printer / ski Jana 91 Student equipment 92 Language school branch 93 Classroom 94 Home 95 Language school 101,111 Teacher area 102 Video camera 103 Display device 104 Microphone 105 Mouse 106 Keyboard 112 Network 121,131 Student area 142 Video camera 143 Patch panel 144 Microphone 145 Card reader 146 Printer / scanner 147 Speaker

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[Procedure amendment]

[Submission date] December 21, 2000 (200.12.
21)

[Procedure amendment 1]

[Document name to be amended] Statement

[Correction target item name] Claims

[Correction method] Change

[Correction contents]

[Claims]

[Procedure amendment 2]

[Document name to be amended] Statement

[Correction target item name] 0005

[Correction method] Change

[Correction contents]

[0005]

According to one aspect of the present invention, input means for inputting a signal from a device of a signal sender, and connection to an external network in response to a signal from the device of the signal sender. A network device is provided which has control means for controlling the device of the responder to be able to communicate with the device of the sender of the signal input to the input means.

[Procedure amendment 3]

[Document name to be amended] Statement

[Correction target item name] 0006

[Correction method] Change

[Correction contents]

According to another aspect of the present invention, a step of inputting a signal from a signal sender's device and a corresponding device connected to an internal network or an external network depending on the signal sender. Device
Controlling any one of the devices to be able to communicate with the device of the sender of the signal input to the input means.

[Procedure amendment 4]

[Document name to be amended] Statement

[Correction target item name] 0007

[Correction method] Change

[Correction contents]

[0007] According to another aspect of the present invention, a procedure for inputting a signal from a signal sender's device and a corresponding device connected to an internal network or an external network depending on the signal sender. And a computer-readable recording medium storing a program for causing a computer to execute a procedure for controlling a device of a user to communicate with a device of a sender of a signal input to the input means. Is done.

Continued on the front page (51) Int.Cl. ⁷ Identification symbol FI Theme coat II (reference) G06F 17/60 250 G06F 17/60 250 H04M 11/00 303 H04M 11/00 303 H04N 7/14 H04N 7/14 7 / 173 610 7/173 610Z (72) Inventor Ikuo Sashibashi 2-12-23 Konan, Minato-ku, Tokyo Within Takano Building Kyanotech Co., Ltd. (72) Inventor Osamu Fujiki 2-12-23 Akira Konan, Minato-ku, Tokyo Sakatakahama Building F-term (reference) in Canonec Co., Ltd. AD09 AD14 BA01 BA07 BB05 BC10 BC16 BC18 BC20 BC23 BC27 BD01 BD02 BD07 BD08 BD09 5K015 AA06 AF08 HA01 5K101 KK16 LL02 LL03 MM07 NN13 PP03 RR05

Claims (18)

[Claims] 1. An input means for inputting a signal from a device of a signal sender, and a device connected to an internal network or a responder connected to an external network according to the signal sender or a request of the signal sender. Control such that communication with the device of the sender of the signal input to the input means can be performed with respect to the device or any of the devices of the plurality of responders connected to the external network. A network device having control means for performing the operation. 2. The apparatus according to claim 1, further comprising a database storing information on the signal sender or information on a device of a responder capable of responding to information on a request from the signal sender, wherein the control unit performs control in accordance with the database. The network device according to claim 1, wherein 3. The network device according to claim 1, wherein said input means inputs a telephone call, and said control means controls to enable communication with a telephone corresponding to the telephone call. 4. The network device according to claim 3, wherein the control unit transmits voice guidance to the signal sender's device and controls communication in response to an instruction signal of the signal sender according to the voice guidance. . 5. The network device according to claim 3, wherein the control unit controls communication according to a caller number of a device of the signal sender. 6. The control means, upon receiving an escalation instruction signal from a device of the correspondent who has enabled the communication, can perform communication between the device of another responder and the device of the signal sender. The network device according to any one of claims 1 to 5, wherein the network device is controlled as follows. 7. The network device according to claim 6, wherein the escalation instruction signal includes a request content of the signal sender. 8. The network device according to claim 6, wherein the control unit transmits the response content of the responder before the escalation to a device of the responder after the escalation. 9. The control unit, when the signal is a signal sender who has previously controlled communication or when the device is a signal sender device, reconnects to a device of a correspondent who communicated last time. Item 10. The network device according to any one of Items 1 to 8. 10. The network device according to claim 1, wherein said control means enables two-way communication. 11. The network device according to claim 1, wherein said control means enables communication of an audio signal. 12. The network device according to claim 1, wherein said control means enables communication of an audio signal and an image signal. 13. The network device according to claim 1, wherein said control means enables communication of inquiry information about a product. 14. The network device according to claim 1, wherein said control means enables communication of information relating to banking business. 15. The network device according to claim 1, wherein the control unit enables communication of the contents of a lesson at a school. 16. The network device according to claim 1, wherein said control means enables communication of the contents of a class at a language school. 17. (a) inputting a signal from a signal sender's device; and (b) responding to the signal sender or a request of the signal sender.
For the device connected to the internal network or the device of the responder connected to the external network, or for any one of the devices of the responders connected to the external network, the input signal Controlling the communication with the caller's device. 18. A procedure for (a) inputting a signal from a signal sender's device; and (b) responding to the signal sender or a request from the signal sender.
For the device connected to the internal network or the device of the responder connected to the external network, or for any one of the devices of the responders connected to the external network, the input signal And a computer-readable recording medium storing a program for causing a computer to execute a procedure for controlling communication with a device of a caller.