JP2002084372A - Method and system for assigning operator - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a method and a system for receiving orders of articles of commerce from clients by facsimile or e-mail and assigning of the orders efficiently to operators at a call center in which the clients can order articles of commerce surely. SOLUTION: A management computer 21 records facsimile image data received from client terminals 10 through a network N in a received data recording section 22 while affixing reception numbers sequentially. An operator information recording section 23 compares update reception numbers recorded while being associated with respective operator names. The management computer 21 extracts an operator name recorded while being associated with an update reception number and transmits an e-mail attached with facsimile image data to the operator. Furthermore, the management computer 21 records the reception number as the update reception number of the operator. The operator processes an order based on the e-mail.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to the processing of a request for a product order or the like received over a network, and more particularly, to efficiently and reliably allocate an order for a product by facsimile or the like to an operator. It relates to a method and a system.

[0002]

2. Description of the Related Art Conventionally, in a maker, a merchandise / service agency company, etc., orders for merchandise and the like from each customer are sometimes made at a call center. In this call center, a plurality of operators are on standby, and are divided into an inbound business for receiving a request from a customer such as an order for a product and an outbound business for calling the customer. In the inbound business at the call center, a waiting telephone is transferred to an operator by using CTI (Computer Telephony Integration) technology (CTI system).
For this reason, the CTI system keeps track of the operating status of the operator. When a customer who wants a product calls the call center, the CTI system searches for a waiting operator and connects a telephone line to the operator. An operator listens to an order from a customer and inputs predetermined data to a product delivery system.

[0003] As described above, the call center uses the CTI system to increase the operating efficiency of the operator in the inbound business, and can efficiently receive orders for products.
In addition, the customer can shorten the waiting time for a call and order a product in a short time.

[0004]

However, the above CTI
In the system, usually, based on a customer's telephone voice, an operator inputs predetermined data and issues a delivery instruction,
You may make a mistake. Therefore, there is a method of receiving a product order using facsimile or electronic mail.
However, the above-mentioned CTI system is designed so as to efficiently perform order receiving processing by telephone. Therefore, the above CT
If the I system was used as it was, there was a possibility that the operating efficiency of the operator would be reduced.

SUMMARY OF THE INVENTION The present invention has been made to solve the above problems, and an object of the present invention is to efficiently assign order processing received from a customer by facsimile or electronic mail to a call center operator. It is an object of the present invention to provide a method and a system which can be shaken and can surely order a product for a customer.

[0006]

In order to solve the above-mentioned problems, an invention according to claim 1 is a method of allocating a request received from a customer to a processor using a computer, A first step of recording request data received from the customer terminal via the network;
A second step of assigning a reception identifier having a front-to-back relationship to the request data, a third step of extracting an operator identifier associated with the earliest reception identifier,
A fourth step of recording the reception identifier in association with the operator identifier; and a fifth step of transmitting the request data to an operator terminal associated with the operator identifier for request processing. And

According to a second aspect of the present invention, in the operator allocation method according to the first aspect, the request data received in the first stage is facsimile image data.

[0008] The invention according to claim 3 is the invention according to claim 1 or 2.
In the operator assignment method according to the item (1), the transmission in the fifth step is to transmit an e-mail attached with the request data.

According to a fourth aspect of the present invention, there is provided a method for allocating a request received from a customer to an operator using the computer, wherein the request data received from the customer terminal via a network is recorded. First
And a second step of providing a reception identifier having a precedent-and-rear relationship to the request data; a third step of extracting an operator identifier based on operator attribute information recorded for each operator; If there is one operator identifier, the operator identifier is extracted. If the extracted operator identifiers are plural, the operator identifier associated with the earliest reception identifier is extracted from the operator identifiers. A fourth step, a fifth step of recording the reception identifier in association with the operator identifier, and a sixth step of transmitting the request data to an operator terminal associated with the operator identifier for request processing The gist is to have

According to a fifth aspect of the present invention, in the operator allocating method according to the fourth aspect, the request data received in the first stage is facsimile image data.

The invention according to claim 6 is the invention according to claim 4 or 5.
In the operator assignment method according to the above, the transmission in the sixth step is to transmit an electronic mail with the request data attached.

According to a seventh aspect of the present invention, in the operator allocating method according to any one of the fourth to sixth aspects, the operator attribute information is information on an operator capable of responding to request processing.

According to an eighth aspect of the present invention, in the operator allocating method according to any one of the fourth to seventh aspects, the operator attribute information is stored in an unprocessed matter in a request process allocated to each operator. Number, the third
The gist of the extraction at the stage is to extract the operator identifier having a small number of cases.

According to a ninth aspect of the present invention, in the operator allocating method according to any one of the fourth to eighth aspects, the third step further comprises a step of extracting request attribute information from the request data. The gist of the extraction in the third step is to collate the request attribute information with the operator attribute information and extract an operator identifier based on the collation result.

According to a tenth aspect of the present invention, in the operator allocating method according to the ninth aspect, the request attribute information includes an identifier of a customer terminal, and the operator attribute information is a preset identifier of the customer terminal. The gist is that

According to an eleventh aspect of the present invention, in the operator allocation method according to any one of the ninth and tenth aspects, the request attribute information includes an area identifier of a customer terminal, and the operator attribute information is set in advance. It is the gist of the region identification identifier.

The twelfth aspect of the present invention provides the ninth to the first aspects.
1. In the operator assignment method according to any one of
The request attribute information includes an identifier of a customer terminal, and the operator attribute information is a gist that the operator is a terminal identifier of a customer who has performed a request in a past predetermined period.

The invention according to claim 13 is the invention according to claims 4-1.
2. The operator allocation method according to any one of
The third step further includes a step of extracting customer attribute information recorded in association with an identifier of the customer terminal included in the request data, wherein the extraction in the third step includes the step of extracting the customer attribute information The gist is to collate with the operator attribute information and extract an operator identifier based on the collation result.

According to a fourteenth aspect of the present invention, in the operator allocation method according to the thirteenth aspect, the customer attribute information includes the number of requests transmitted by the customer within a predetermined period, and the operator attribute information includes The gist should be a numerical value related to the number of cases.

According to a fifteenth aspect of the present invention, there is provided a system for allocating the processing of a request received from a customer to an operator by using a computer, wherein the request data received from the customer terminal is received by a reception identifier having a front-back relationship. The present invention is characterized in that it comprises a reception data recording means for recording in association with an operator identifier, and an operator information recording means for recording the last assigned reception identifier in association with an operator identifier.

According to a sixteenth aspect of the present invention, in the operator allocation system according to the fifteenth aspect, the reception identifier is a symbol having a continuous relationship.
A seventeenth aspect of the present invention is directed to the operator allocation system according to the fifteenth aspect, wherein the reception identifier is time information on a time at which the request data is received.

The invention according to claim 18 is the invention according to claims 15 to
17. The operator allocation system according to any one of items 17, wherein the request data is facsimile image data.

The invention according to claim 19 is the invention according to claims 15 to
18. The operator assignment system according to any one of the items 18, wherein the received data recording means further records the size of the request data in association with the request data.

According to a twentieth aspect of the present invention, in the operator allocating system according to the nineteenth aspect, the size of the request data is the number of received facsimile machines.

The invention described in claim 21 is the invention according to claims 15 to
20. The operator allocation system according to any one of the above 20, wherein the operator information recording unit further records the number of reception identifiers allocated to the operator during a predetermined period in association with the operator identifier. .

The invention according to claim 22 is the invention according to claims 15 to
21. The operator assignment system according to any one of the items 21, wherein the operator information recording unit further records, in association with the operator identifier, the number of reception identifiers for requests not yet processed by the operator.

The invention according to claim 23 is the invention according to claims 15 to
22. In the operator allocation system according to any one of 22., the operator information recording unit further records a customer terminal identifier for collating with a source terminal identifier associated with newly received request data in association with the operator identifier. The gist is that it has been done.

The invention according to claim 24 is the invention according to claims 15 to
23. The operator allocation system according to any one of claims 23 to 23, wherein the operator information recording unit stores, in association with the operator identifier, a region to be compared with a region identifier included in a source terminal identifier associated with newly received request data. The gist is that an identifier is further recorded.

The invention according to claim 25 is the invention according to claims 15 to
24. In the operator allocation system according to any one of the above items, the operator information recording unit associates with the operator identifier in order to check with the transmission source terminal identifier associated with the newly received request data and receives the request data for a predetermined period. The gist is that a customer terminal identifier is further recorded.

The invention according to claim 26 is the invention according to claims 15 to
25. The operator allocation system according to any one of the items 25, wherein the operator information recording unit further records a numerical value related to the number of orders received in association with an operator identifier.

The invention according to claim 27 is the invention according to claims 15 to
26. The gist of the operator allocation system according to Item 26, wherein the operator information recording unit further records a destination terminal identifier in association with the operator identifier.

The invention according to claim 28 is the invention according to claims 22 to
27. The operator assignment system according to any one of items 27, wherein the terminal identifier is a facsimile number.

(Operation) According to the first aspect of the present invention,
An operator identifier associated with the earliest reception identifier is extracted, and request data is transmitted to the operator for request processing. Therefore, the request processing can be equally allocated to each operator.

According to the second or fifth aspect of the present invention, the received request data is facsimile image data. Therefore, each operator can perform the request processing while checking the facsimile image.

According to the third or sixth aspect of the present invention, the request data is attached to an electronic mail and transmitted to each operator terminal. For this reason, each operator can view facsimile images using a general-purpose e-mail viewer installed in each operator terminal.

According to the fourth aspect of the present invention, the operators to be assigned the request processing are extracted based on the operator attribute information recorded for each operator. For this reason,
In the assignment of the request processing, the priority of the operator can be set.

According to the seventh aspect of the present invention, an operator identifier associated with an identifier that can handle request processing is extracted. This enables quick request processing.

According to the invention described in claim 8 or 22, request processing is allocated to an operator having a small number of unprocessed cases. For this reason, the request processing can be preferentially assigned to the operator who performs the processing quickly.

According to the ninth aspect of the present invention, the attribute information of the request data and the operator attribute information recorded for each operator are collated, and the operator who performs the request processing is extracted based on the collation result. For this reason, an operator matching the attribute of the request information can be extracted.

According to the invention described in claim 10 or 23, the identifier of the customer terminal is associated with the operator identifier in advance. Therefore, customer customers can be set for each operator.

According to the eleventh or twenty-fourth aspect of the present invention, the area identifier is previously associated with the operator identifier. For this reason, each operator can be assigned a charge for each region.

According to the twelfth or twenty-fifth aspect of the present invention, the identifier of the customer terminal for which the operator has performed the request processing in the past predetermined period is associated with the operator identifier. Therefore, a new request process from a customer who has performed a request process in the past by the operator can be allocated to the same operator.

According to the thirteenth aspect, the attribute information of the customer is collated with the operator attribute information recorded for each operator, and an operator who performs a request process is extracted based on the collation result. For this reason, it is possible to extract an operator matching the attribute of the customer.

According to the invention described in claim 14 or 26, a numerical value related to the number of orders received is associated with the operator identifier in advance. For this reason, each operator can be assigned according to the number of customer requests.

According to the invention described in claim 15 or 16, the reception identifier having the immediate relationship is recorded in association with the operator identifier. Therefore, a new request process can be allocated to the operator who has performed the request process first. Therefore, request processing can be equally allocated to each operator.

According to the eighteenth aspect, the received request data is facsimile image data.
Therefore, the facsimile image can be transmitted to the operator, and the request can be processed by the operator.

According to the present invention, the size of the request data or the number of facsimile sheets is recorded in association with the request data. Therefore, the request processing can be assigned to the operator based on the size of the request data or the number of facsimile machines.

According to the twenty-first aspect, the number of reception identifiers allocated to the operator during a predetermined period is further recorded in association with the operator identifier. Therefore, request processing can be assigned to the operator based on the number of reception identifiers assigned to the operator. Therefore, request processing can be equally allocated to each operator.

[0049]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS (First Embodiment) A first embodiment of the present invention will be described below with reference to FIGS. In the present embodiment, a description will be given of an operator allocation method and an operator allocation system used when a book maker (publisher) that has received a product order as a request from a customer performs order processing (delivery instruction) for a book that is a product.

As shown in FIG. 1, an order receiving system 20 as an operator allocating system is connected to a customer terminal 10 and a plurality of operator terminals 30 via a network N. In the present embodiment, an order for a product is made using a facsimile, and a facsimile machine of a product orderer (a bookstore, a publishing / sales company, or a publishing agency) is set as the customer terminal 10. The order receiving system 20 prepares facsimile numbers for two lines, and notifies the general customer (bookstore) and the special customer (publishing / sales company or publishing agency) of different facsimile numbers. Further, the delivery server 15 is connected to the order receiving system 20.

The delivery server 15 includes a delivery information recording unit 16. As shown in FIG. 2, the delivery information recording unit 16 stores product order information 160
Record Specifically, the order date, customer name, product name, and quantity are recorded in association with the reception number. Based on the product order information 160, the publisher delivers the product to the customer.

The order receiving system 20, as shown in FIG.
A management computer 21 is provided for receiving an order facsimile from the customer terminal 10, managing allocation of orders to the operator, and transmitting a facsimile to be returned to the customer terminal.
The management computer 21 includes a central control unit (CPU), a read / write memory (RA)
M), a computer having a read-only memory (ROM) and the like, and executes various programs, manages data described later, and controls transmission and reception.

The management computer 21 includes a reception data recording section 22 as reception data recording means, an operator information recording section 23 as operator information means, a reply data recording section 24, and a customer information recording section 25 as customer information recording means. , Are connected respectively. Further, a return reason recording unit 26 and an operator case recording unit 27 are connected to the management computer 21.

As shown in FIG. 3, received data 220 relating to an order facsimile received from a customer is recorded in the received data recording unit 22. In this embodiment, the reception time, the source facsimile number as the source terminal identifier, the destination facsimile number as the destination terminal identifier, the number of facsimile pages as the size of the order data, and the received facsimile image data as the order data are Are recorded in association with a reception number as a reception identifier. Further, in the reception data 220, the operator name of the operator who processes this order is recorded in association with the reception number. In this reception time, the time at which the order facsimile was received from the customer is recorded. In the transmission source facsimile number, the received telephone number of the facsimile of the customer is recorded. This telephone number is recognized using the caller telephone number notification service. If this caller telephone number notification service is used, the caller telephone number is sent from the caller side exchange to the callee side exchange using a common channel signaling network, and the receiver is notified of the sender's telephone number. . As the destination facsimile number, a facsimile number that has received the facsimile is recorded. In the present embodiment, different numbers are recorded for the general customer and the special customer, and the type of the customer can be grasped based on this number. When sending a facsimile,
The number of received facsimile machines, which counts the number of page end signals transmitted at the end of each page data, is recorded. The received facsimile image data is recorded as an electronic image file of the facsimile image. In this embodiment,
Facsimile images are converted to TIFF (Tagged Image File Form)
record electronic files in at) format.

As shown in FIG. 4, the operator information recording section 23 stores attribute information 230 regarding the attribute of the operator.
Is recorded. Specifically, the e-mail address of the operator, the number of cases held, the number of cases processed, the latest reception number, and the attendance status of the operator are recorded in association with the operator name, which is the identifier of the operator. As this e-mail address, a different address is set for each operator. The number of cases held records the number of unprocessed orders held by each operator. The number of cases processed records the number of orders processed by each operator. The number of cases processed
It is reset at the start of work every day and is set to “0”. The latest receipt number is the receipt number of the facsimile order assigned to the operator, and the last assigned receipt number is recorded. The attendance status includes the operator's "at",
“Absent” is recorded, and the operator with “absent” recorded is excluded from the order processing allocation target.

As shown in FIG. 5, the return data recording section 24 records return information 240 to be returned to the customer. In this embodiment, the return facsimile image data and the return reason are recorded in association with the reception number.
In the returned facsimile image data, a returned facsimile image in which a stamp image indicating failure of a product order is inserted into a facsimile image received from a customer is recorded as an electronic file in TIFF format.

As shown in FIG. 6, the customer information recording section 25 records detailed information 250 on the attributes of the customer.
In the present embodiment, the customer information recording unit 25 records the facsimile number of the customer, the customer type, and the number of orders received in association with the customer name, which is a customer identifier. As the customer type, “general” or “special” is recorded. The number of orders received records the cumulative number of product orders received from customers during a predetermined period.

The return reason recording section 26 records a return reason 260 as shown in FIG. In the present embodiment, a stamp image is recorded for the omission of description of the customer name, product name, or the like as the reason for return, difficulty in reading, or the like.

As shown in FIG. 8, electronic mail information 270 to the operator is recorded in the operator case recording section 27. In this embodiment, the customer type, the reception number, and the received facsimile image data are recorded for each e-mail address of each operator.

The operator terminal 30 is a terminal for processing a product order received by the operator. The operator terminal 30 has a central control unit (CP not shown)
U), a computer having a read-only memory (RAM), a read-only memory (ROM), a display device such as a monitor, an input device such as a keyboard and a mouse, etc., for executing various programs, inputting and transmitting and receiving data described later. And so on. The operator operates the operator terminal 3
Using 0, the contents of the order from the customer are confirmed, and a facsimile is returned to the customer if necessary. Therefore, the operator terminal 30 stores electronic mail viewing software (electronic mail viewer) and software (image viewer) for viewing electronic files in TIFF format. Further, the operator uses the operator terminal 30 to operate the delivery server 1.
5 and sends a delivery instruction.

Next, a processing procedure when a facsimile of a product order is received from a customer in the system configured as described above will be described with reference to FIG. When receiving the order facsimile from the customer terminal 10 (S1-1), the management computer 21 assigns a reception number (S1-2). In the present embodiment, numbers consecutive in the order of reception are set as reception numbers. Next, the management computer 21 records the reception time, the transmission source facsimile number, the received facsimile number, the number of pages of the facsimile, and the received facsimile image data in the reception data recording unit 22 in association with the reception number (S1- 3). As the transmission source facsimile number, the facsimile number notified by the caller telephone number notification service is recorded. As the number of pages, a numerical value obtained by counting the number of page end signals at the time of facsimile reception is recorded. The received facsimile image data is recorded as a TIFF format electronic file.

Next, the management computer 21 checks whether or not the recorded transmission source facsimile number exists in the customer information recording section 25 (S1-4). When there is no source facsimile number in the customer information recording unit 25 (step (S1-
In the case of “No” in 5)), the customer information recording unit 2
5, the facsimile number is recorded (S1-6). In this case, the operator later inputs the customer name based on the received facsimile image. Next, the management computer 21 records the number of orders received in association with the customer facsimile number (S1-7). In the present embodiment, “1”
Is recorded as the number of orders. If the transmission source facsimile number has already been recorded in the customer information recording unit 25 ("Yes" in step (S1-5)), the management computer 21 records the number of orders received in association with this customer facsimile number. (S1-8). In the present embodiment, a value obtained by adding “1” to the number of orders received associated with the customer facsimile number is recorded as the number of orders received. As described above, the processing procedure for receiving a facsimile is completed.

Next, a procedure for allocating a product order to an operator will be described with reference to FIG. First, the management computer 21 checks the attendance status of the operator by the operator information recording unit 23, and extracts the operator who is attending (S2-1). In the present embodiment, the operator name in which “present” is recorded in the attendance status of the operator information recording unit 23 is extracted.

Next, the management computer 21 determines an operator to which the order processing is to be allocated. In the present embodiment, order processing is allocated to an operator in the order in which facsimile orders are received. In the present embodiment, among the plurality of operators, the latest reception number of the attending operator is compared in order to extract the operator who has allocated the order first (S2-2). Next, the operator name in which the earliest latest reception number is recorded is extracted (S2-3). Next, the management computer 21
Records this reception number as the latest reception number in the operator information recording unit 23 in association with the operator name (S2-4). Further, the management computer 21 records a numerical value obtained by adding “1” to the number of cases held recorded in association with the operator name in the operator information recording unit 23 (S2-5).

Next, the management computer 21 records the operator name in the reception data 220 recorded in the reception data recording section 22 in association with the reception number (S2-6).
Then, the order data is transmitted to the operator (S2).
-7). In the present embodiment, first, the management computer 21
Extracts the e-mail address of the operator recorded in the operator information recording unit 23. Next, the management computer 21 associates the reception number and the received facsimile image data recorded in the reception data recording section 22 with the e-mail address, and
To record. Further, the management computer 21 calculates the customer type based on the transmission source facsimile number recorded in the reception data recording unit 22 and
To record. The management computer 21 sends an e-mail to each operator based on the e-mail information 270 recorded in the operator case recording unit 27. Here, the reception number recorded in the operator case recording unit 27 is used as the title (subject) of the e-mail. The received facsimile image data recorded in the operator case recording unit 27 is attached to an electronic mail and distributed to each operator. As described above, the processing procedure at the time of allocating the product order is completed.

Next, a processing procedure when each operator receives an electronic mail will be described with reference to FIGS. First, each operator activates the e-mail viewer of the operator terminal 30 (S3-1). The e-mail viewer extracts the e-mail recorded in association with the e-mail address of the operator recorded in the operator case recording unit 27 for each customer type. The extracted e-mail is output to the display screen 120 shown in FIG. 13 on the monitor of the operator terminal 30 (S3-2). Display screen 1
20, a folder window 121 and an e-mail window 122 are displayed. Folder window 12
1 shows a hierarchical structure of folders, and a name is given to each folder. The folders are set separately for general customers and special customers, and are displayed for each customer type recorded in the operator case recording unit 27. Further, of the e-mails addressed to the operator, the number of unread e-mails for each folder is displayed beside the folder name. The e-mail window 122 displays the "subject" of the e-mail recorded in the designated folder. In the present embodiment, the reception number is displayed as the “subject” of the e-mail. FIG.
In 3, the "general customer" folder is selected, and the e-mail recorded in the folder is displayed. When browsing an e-mail recorded in another folder, the folder is designated by a pointing device such as a mouse and clicked.

Next, the operator specifies an e-mail,
The received facsimile image attached to the e-mail is displayed (S3-3). In the present embodiment, the reception number is “123”.
456 "and click. In this case, the image viewer is activated, and the monitor of the operator terminal 30 is displayed as shown in FIG.
The display screen 130 shown in FIG. 4 is displayed. Display screen 130
Displays a received facsimile image 131. Further, a print button 132 for printing and a delete button 133 for deleting an e-mail are displayed on the display screen 130.
And a magnification button 134 for changing the size of the display. Furthermore, on the display screen 130, a stamp button 135 for inserting a stamp image and a record button 136 for recording data are displayed.

Next, the displayed received facsimile image 1
Based on 31, the order is confirmed. In this case, the operator checks whether predetermined items (product name, quantity, customer name, etc.) necessary for the product order have been entered (S3-
4). If the items necessary for the order are not described (in the case of "No" in step (S3-5)), the return reason is selected (S3-6). In the present embodiment, the description of “quantity” is omitted in the received facsimile image. Then, the stamp button 135 is clicked with a pointing device. When the stamp button 135 is clicked, the management computer 21 returns the return reason recording unit 26
Of the return reason 260 recorded in the. As for the return reason, a return reason option 140 is displayed as shown in FIG. The operator selects a predetermined return reason from among them (pull-down format). If you select a return reason,
As shown in FIG. 16, a stamp image 150 indicating the return reason is displayed on the received facsimile image 131. The stamp image 150 is moved (dragged) to a defective portion with a mouse. In the present embodiment, the stamp image 1
50 is moved to a position where “quantity” is to be described. The other return reasons are processed in the same manner as described above.

Next, the recording button 136 is clicked.
As a result, the operator terminal 30 combines the received facsimile image 131 and the stamp image 150 to generate return facsimile image data (S3-7). Next, when the operator clicks the record button 136, the operator terminal 30 records the returned facsimile image data (S3-8). Further, the operator sends the returned facsimile image data to the attached electronic mail to the management computer 21 using the electronic mail viewer (S3-9).

When necessary items are described in the product order (when "Yes" in step (S3-5))
Next, the operator inputs a delivery instruction to a separately provided delivery instruction screen (S3-10). In this embodiment, a reception number, an order reception date, a customer name, a product name, and a quantity are input.
The management computer 21 sends a delivery instruction to the delivery server 15. Upon receiving the delivery instruction, the delivery server 15 records the received data in the delivery information recording unit 16 (S3-1).
1). Next, the operator inputs the electronic mail to be transmitted to the management computer 21 without attaching the return facsimile image data (S3-12). In particular,
The operator clicks the return button of the electronic mail viewer without clicking the record button 136 of the image viewer. An electronic mail is transmitted to the management computer 21.

Next, the processing of the management computer 21 which has received the e-mail will be described with reference to FIG. First, the management computer 21 that has received the e-mail confirms whether or not the return facsimile image data is attached (S3-13). If the return facsimile image data is attached to the e-mail (if “Yes” in step (S3-14)), the return facsimile image data and the return reason are associated with the reception number and stored in the return data recording unit 24. It is recorded (S3-15).

Next, the management computer 21 transmits a return facsimile to the customer terminal 10 based on the record in the reply data recording unit 24 (S3-16). In the present embodiment, the management computer 21 extracts the source facsimile number recorded in the reception data recording unit 22 based on the reception number recorded in the reply data recording unit 24. next,
The management computer 21 transmits the return facsimile image data recorded in the response data recording unit 24 to the transmission source facsimile number. Next, the management computer 21
Reduces “1” from the number of cases held by the operator,
"1" is added to the number of processed cases (S3-17). If the return facsimile image data is not attached to the e-mail (if “No” in step (S3-14))
In step S3-1, the management computer 21
7) is executed to complete the order receiving process.

As described above, according to the present embodiment, the following effects can be obtained. In the above embodiment, each time an order facsimile is received from the customer terminal 10, the management computer 21
Assigns a reception number and assigns it to each operator, so that it is possible to quickly perform the product order processing.

In the above embodiment, since the received facsimile image is recorded in the TIFF format electronic file in the received data recording unit 22, each operator uses the image viewer of his own operator terminal 30 to view the contents of the product order. You can check. This eliminates the need to print the received facsimile on paper, thereby reducing the cost and resources required for printing. Also, facsimile images can be easily managed and edited. Therefore, even if the customer makes a mistake in entering or inputting the product name or forgetting to enter or input items necessary for ordering, order processing can be performed even when the image quality of the facsimile is poor and reading is difficult.

In the above embodiment, the facsimile number which differs depending on the type of the customer is notified to the customer, and the source facsimile number notified by the caller telephone number notification service is recorded in the reception data recording unit 22 at the time of facsimile reception. Therefore, when a facsimile is to be returned, the management computer 21 can extract the return destination based on the source facsimile number.

In the above embodiment, the operator information recording section 23 records an e-mail address for each operator. For this reason, the management computer 21 can allocate a product order to each operator based on the e-mail address.

In the above embodiment, the attendance status is recorded in the operator information recording unit 23 for each operator, and an operator who performs order processing is assigned based on the attendance status. Therefore, order processing can be performed quickly.

In the above embodiment, the number of cases held by each operator is recorded in the operator information recording section 23, so that the progress of the order processing of each operator can be easily grasped from the number of cases held.

In the above embodiment, since the number of cases processed by each operator is recorded in the operator information recording unit 23, the order processing efficiency of each operator can be easily grasped from the number of cases processed.

In the above embodiment, the management computer 21 sets reception numbers in that order when receiving a facsimile, and the operator information recording unit 23 records the latest reception number for each operator. Therefore, the management computer 2
1 can allocate a new product order to the operator based on the latest reception number. As in this embodiment,
By assigning a product order to the operator in which the earliest latest reception number is recorded, order processing can be equally assigned to each operator.

In the above embodiment, the return data recording unit 24 records return facsimile image data obtained by synthesizing a received facsimile image with a stamp image. For this reason, since the management computer 21 returns the returned facsimile image to the customer who is the orderer, the customer can easily grasp where the facsimile transmitted by himself / herself was defective.

In the above embodiment, the return facsimile image data is recorded in the return data recording unit 24 in association with the reception number. For this reason, the management computer 21 uses the reception data recording unit 2 based on the reception number.
2, the source facsimile number can be extracted, and the returned facsimile image data can be transmitted to the customer.

In the above embodiment, the return data recording unit 24 records the return reason for each reception number, so that the return reason can be easily extracted. It is also possible to total the number of cases for each return reason.

In the above embodiment, the return reason recorded in the reply data recording unit 24 is determined in advance by the return reason recording unit 26.
Is selected from among the return reasons 260 recorded in. Therefore, even when a plurality of operators input the return reason, the contents of the return reason are unified, and the statistics of the return reason can be easily calculated.

In the above embodiment, the customer information recording unit 2
5 stores the number of orders for each customer, so that the order status of the customer can be grasped. Therefore, depending on the order situation,
We can develop fine customer service.

In the above embodiment, the return reason recording unit 2
In FIG. 6, the reason for the return of the assumed defect of the commodity order is recorded in advance, so that the operator can easily select the reason for the return and point out the defect of the commodity order. Therefore, it is easy to sum up the return reasons.

In the above embodiment, the operator case recording unit 27 records the operator's e-mail address in association with the receipt number. For this reason, the management computer 21 can notify each operator of the matter to be processed by using an electronic mail. Therefore, the operator confirms the received product order based on the notification, and can point out an inadequacy of the order. In particular, when a product order is received by facsimile, in addition to omission of description of predetermined items, it is possible to cope with a case where the order is handwritten or a case where the content is difficult to read due to the performance of the facsimile.

In the above embodiment, the customer type is recorded in the operator case recording unit 27 in association with the e-mail address of the operator. Therefore, notification of order processing can be sent to different folders depending on the customer type. Therefore, the operator can grasp the case to be processed for each customer type.

In the above-described embodiment, at the time of facsimile reception, the transmission source facsimile number is compared with the customer facsimile number recorded in the customer information recording unit 25. Further, if there is no transmission source facsimile number, the transmission source facsimile number is newly added as a customer facsimile number. Therefore, it is possible to cope with a case where the facsimile number of a new customer or a conventional customer changes.

In the above embodiment, the delivery instruction is input by the operator based on the received facsimile image, and the delivery instruction is recorded in the delivery information recording unit 16. Since the product is delivered based on this delivery instruction, it is possible to reliably cope with a case where the product is ordered by hand or a case where the content is difficult to read due to the performance of the facsimile.

The above embodiment may be changed to the following mode. In the above embodiment, the attendance status is recorded for each operator in the operator information recording unit 23, and an operator who performs order processing is assigned based on the attendance status. The management computer 21 may assign the order processing to each operator regardless of the attendance status. Thus, even when all operators are absent, such as at night or on holidays, order processing can be automatically allocated.

In the above embodiment, the attendance status is recorded for each operator in the operator information recording unit 23, and an operator who performs order processing is assigned based on the attendance status. Unlike the order processing by telephone, post processing can be performed, so that the attendance schedule and the work time of the operator information recording unit 23 may be recorded. As a result, it is possible to allocate the order processing to the operator who is not working at the time of allocation but is scheduled to work.

In the above embodiment, the attendance status is recorded in the operator information recording unit 23 for each operator, and an operator who performs order processing is assigned based on the attendance status. The leaving time may be recorded instead of the attendance status.
In this case, the management computer 21 allocates only the product order received before the predetermined time from the leaving time to the operator. As a result, it is possible to prevent the assignment of the order processing immediately before leaving the company to each operator, and it is possible to reliably execute the order processing.

In the above embodiment, the latest reception number recorded in the operator information recording unit 23 is compared, and an operator who newly allocates a product order is extracted. The management computer 21 assigns a number different from the reception number at the time of allocation,
The numbers may be compared and an operator to be assigned may be extracted. In this case, the numbers assigned by the management computer 21 at the time of allocation are serial numbers. Instead of the latest reception number, the management computer 21 may record the allocation time in the operator information recording unit 23 at the time of allocation. The management computer 21 extracts the operator who has assigned the product order processing first by comparing the numbers and times. Also,
Instead of the latest reception number, a continuous identifier whose context is clear may be used. In this case, the identifier need not be a number. Since a number system different from the reception number is used, it is possible to cope with a case where a different reception number is assigned to each customer or a case where no reception number is assigned.

In the above embodiment, the management computer 21 transmits the return facsimile to the customer terminal 10. The printing function of the image viewer of the operator terminal 30 may be used. In this case, the customer terminal 10 is set as the printing device. Thereby, the load on the management computer 21 can be reduced.

In the above-described embodiment, a facsimile machine is used as the customer terminal 10, and a product order from a customer is received by facsimile. The customer terminal 10 may be a personal computer, a mobile phone, or a mobile terminal such as a personal digital assistant (PDA) having a communication function. In this case, the product order is received by e-mail. In this case, the electronic mail from the customer is recorded in the reception data recording unit 22. Instead of the number of pages of the received data 220, the size (recording capacity) of the e-mail is recorded. Also, a combination of facsimile and electronic mail may be used. Thereby, the order receiving system 20 can respond to a product order using a plurality of communication means.

In the above embodiment, the operator checks the received facsimile image and inputs a delivery instruction. The management computer 21 extracts character information from the received facsimile image data, converts it into text data, records this information in the operator case recording unit 27, and sends it to the operator. The operator confirms the character information and the received facsimile image and gives a delivery instruction. This allows
The operator mainly checks the correctness of the character information read from the facsimile image data, thereby reducing the load of the work of inputting the delivery instruction. Further, the character information can be collated with the product list of the publisher and the detailed information 250 recorded in the customer information recording section 25, and if they do not match, it can be allocated to the operator. In this case, if they match, it is recorded in the delivery information recording unit 16 as a delivery instruction. Thereby, steps (S3-4) and (S3-5)
And (S3-10) are executed by the management computer 21, so that the load on the operator can be further reduced.

In the above embodiment, the stamp button 135 is provided in the image viewer, but known drawing software may be used. In this case, using a known drawing software, a return facsimile image in which the operator's points are entered is created, and the data is returned to the management computer 21 by an e-mail attached. Based on this, the management computer 21 performs facsimile transmission to the customer terminal 10. Thereby, general-purpose software can be used for the operator terminal 30.

In the above embodiment, the customer terminal 10 / order receiving system 20 and the order receiving system 20 / operator terminal 30 are connected via the network N. However, the Internet, an intranet or an extranet may be used.

In the above embodiment, the order receiving system 20
Although the recording units 22 to 27 are set in the above, they may be set separately in different locations. For example, the operator information recording unit 23 and the customer information recording unit 25 may be installed separately from the reception data recording unit 22 and the reply data recording unit 24. Thereby, the order receiving system 20 can be distributed, and the management computer 2
1 can reduce the load. Further, the delivery information recording unit 16 may be installed in the order receiving system 20, and the management computer 21 may have a delivery instruction function. Thereby, the delivery server 15 can be eliminated.

(Second Embodiment) Hereinafter, a second embodiment of the present invention will be described. The second embodiment differs from the first embodiment in the processing procedure for allocating order processing to an operator. Therefore, a processing procedure different from that of the first embodiment will be described with reference to FIG.

In the present embodiment, first, as in the first embodiment, the management computer 21 checks the attendance status of the operator by the operator information recording unit 23, and extracts the attending operator (S2-1). ).

Next, the management computer 21 compares the number of cases held as operator attribute information recorded in the operator information recording unit 23 and extracts an operator having a small number of cases (S4-1). If a plurality of operator names are extracted as operators with a small number of cases (“Yes” in step (S4-2)), the first
Steps (S2-2) to (S2-7) are executed in the same manner as in the first embodiment. If one operator name is extracted ("No" in step (S4-2)), the management computer 21 allocates order processing to the operator. In the present embodiment, (S2-4) to
Only the step of (S2-7) is executed. From the above,
Complete the processing procedure when allocating a product order.

As described above, according to the present embodiment, the following effects can be obtained. In the above embodiment, operators are allocated based on the number of cases held. Unlike the first embodiment in which the order processing is evenly allocated to the operator, the order processing can be allocated according to the order processing status of the operator. Therefore, quicker order processing according to the processing capacity of the operator becomes possible.

The above embodiment may be changed to the following mode. In the above embodiment, the number of cases held in the operator information recording unit 23 is compared, and an operator who newly allocates a product order is extracted. Instead of the number of cases held, the number of assignments may be recorded in the operator information recording unit 23. In this case, the management computer 21 compares the number of assignments and extracts an operator with a small number of assignments. If there are a plurality of operators with a small number of assignments, the operator associated with the earliest reception number is extracted from these. Even in this case, even when a different reception number is assigned to each customer or when no reception number is assigned, order processing can be equally assigned to each operator.

In the above embodiment, the number of cases held in the operator information recording unit 23 is compared, and an operator who newly allocates a product order is extracted. It is also possible for the management computer 21 to calculate the number of allocations by summing the number of cases held and the number of cases processed for each operator recorded in the operator information recording unit 23. In this case, the management computer 21 compares the calculated number of assignments of each operator and extracts an operator with a small number of assignments. Thereby, the storage capacity of the operator information recording unit 23 can be reduced.

In the above embodiment, the number of cases held in the operator information recording unit 23 is compared, and a new operator who allocates a product order is extracted. Instead of the number of cases held in the operator information recording unit 23, order processing can be assigned to the operator based on the number of unprocessed received facsimile pages. In this case, the management computer 21 records the number of facsimile pages recorded in the reception data recording unit 22 in the number of cases held in the operator information recording unit 23. The management computer 21 compares the number of pages of the unprocessed received facsimile and extracts an operator with a small number of pages. Since a facsimile with a large number of pages requires much time and effort for order processing, this enables quicker order processing while balancing the load of the order processing.

In the above embodiment, the product order from the customer is received by facsimile, but may be received by e-mail. In this case, the e-mail from the customer is recorded in the reception data recording unit 22, and the operator information recording unit 23
Instead of the number of pages of the received data 220, the size (recording capacity) of the e-mail is recorded. Further, the management computer 21 records the facsimile size recorded in the reception data recording unit 22 in 26 case holding numbers. A step (S4-1) extracts the operator having the small size. As a result, the order receiving system 20 responds to a product order using an e-mail, and achieves quicker order processing while distributing the load of the order processing.

In the above embodiment, when a product order from a customer is received, order processing is allocated to the operator.
The management computer 21 may periodically extract the number of cases held by each operator, and re-assign the order processing of the operator having the largest number of cases to another operator. In this case, before step (S2-1), the management computer 21 compares the number of owned cases and extracts a reception number associated with an operator having a large number of held cases. Hereinafter, step (S4--
1) Perform the following steps. As a result, an order can be processed promptly and flexibly according to the processing capacity of the operator.

(Third Embodiment) Hereinafter, a third embodiment of the present invention will be described. The third embodiment differs from the first embodiment in the processing procedure for allocating order processing to an operator. First, the operator information recording unit 23
In the attribute information 230 recorded in the, corresponding customer information as operator attribute information is recorded in association with the operator name. In the present embodiment, as the corresponding customer information,
The facsimile number of the customer customer is recorded for each operator.

Hereinafter, processing procedures different from those of the first embodiment will be described with reference to FIG. First, the management computer 21
Extracts the source facsimile number recorded in the reception data recording unit 22 (S5-1). Next, the management computer 21 checks the transmission source facsimile number against the customer source facsimile number recorded in the operator information recording unit 23 (S5-2). Specifically, the operator name recorded in association with the customer facsimile number corresponding to the transmission source facsimile number is stored in the operator information recording unit 23.
To see if it is

If there is no operator name (step (S5
In the case of “No” in -3), the steps (S2-2) to (S2-7) are executed as in the first embodiment. If there is an operator name recorded in association with the customer facsimile number in the operator information recording unit 23 ("Yes"), the operator name is extracted (S5-4). When a plurality of operator names are extracted ("Yes" in step (S5-5))
Executes the steps (S2-2) to (S2-7) for the extracted operator, similarly to the first embodiment. When one operator name is extracted ("No" in step (S5-5)), the management computer 21 allocates order processing to the operator. In the present embodiment, (S2-4) to (S2-
Execute only step 7). As described above, the processing procedure at the time of allocating the product order is completed.

As described above, according to the present embodiment, the following effects can be obtained. In the above embodiment, the operator information recording unit 23 records the customer facsimile number in association with the operator name. Therefore, a customer can be determined for each operator, and an operator in charge can be set for each customer.

In the above embodiment, the customer facsimile number is recorded in the operator information recording unit 23 in association with the operator name, and the operator who assigns the order processing based on the transmission source facsimile number is extracted. Therefore, unlike the first embodiment in which the order processing is evenly allocated to the operators, the order processing can be allocated to the operator in charge by the customer customer for each operator. Therefore, the efficiency of order processing by the operator can be improved, and processing can be performed more reliably.

The above embodiment may be changed to the following mode. In the above embodiment, the customer facsimile number is recorded as the corresponding customer information in the operator information recording unit 23, and the operator who assigns the order processing based on the transmission source facsimile number is extracted. As the corresponding customer information, “general” or “special” may be recorded for each operator. in this case,
The management computer 21 extracts the customer type from the customer information recording unit 25 based on the transmission source facsimile number recorded in the reception data recording unit 22. Further, the management computer 21 extracts the operator name from the operator information recording unit 23 based on the customer type. As a result, the order processing is allocated to a specific operator or a group of operators based on the customer type, so that the service can be developed according to the customer type.

In the above embodiment, a customer facsimile number is recorded in the operator information recording unit 23 as corresponding customer information. A regional station number as a regional identifier may be recorded as the corresponding customer information. In this case, step (S5-
Instead of 1), the management computer 21 extracts the local station number from the source facsimile number recorded in the received data recording unit 22. Next, instead of step (S5-2), the local station number is compared with the local station number recorded in the operator information recording unit 23. If there is an operator name recorded in association with this area station number, the management computer 21 extracts the operator name from the operator information recording unit 23. As a result, the operator can be allocated to each region, and the service can be developed in close contact with the region.

In the above embodiment, the customer facsimile number is recorded in the operator information recording unit 23 as the corresponding customer information. The last received source facsimile number may be recorded as the corresponding customer information. In this case, the management computer 21 records the transmission source facsimile number in the operator information recording unit 23 at the time of allocation. When allocating a new order process, the management computer 21 compares the newly received transmission source facsimile number with the operator attribute information recorded in the operator information recording unit 23, and extracts a matching operator name. Thus, when an order is received from the same customer, the management computer 21 can allocate the order processing to the same operator. Therefore, since the operator has grasped the contents of the previous order, the service can be developed in close contact with the customer. Alternatively, the management computer 21 may compare the newly received transmission source facsimile number with the facsimile number recorded in the reception data recording unit 22, and extract the operator name processed in the past. The transmission source facsimile numbers recorded in the operator information recording unit 23 may be all the facsimile numbers allocated to the operator, or may be those recorded only in the past for a predetermined period.

In the above embodiment, the customer facsimile number is recorded in the operator information recording unit 23 as the corresponding customer information. The number of corresponding orders may be recorded as corresponding customer information. As the number of corresponding orders, for example, “1000 or more”, “500 or less and less than 100”, or “less than 100” may be recorded in the operator information recording unit 23. In this case, instead of step (S5-1), when order processing is allocated, the management computer 21 extracts the reception data 220 for a predetermined period recorded in the reception data recording unit 22 in association with the transmission source facsimile number. , Calculate the number of orders. Next, an operator name corresponding to the number is extracted instead of the step (S5-2). This allows
For example, a highly skilled operator can be assigned to a customer who receives a large number of orders, and a service can be developed in close contact with the customer.

Next, technical ideas other than those described in the claims which can be understood from the above embodiment and other examples will be described below together with their effects. (1) The operator assignment method according to any one of claims 1 to 14, further comprising the step of extracting character information from the received facsimile image and converting it into text data. Method.

According to the invention described in (1), since the order information is converted into text data, the load of the operator's delivery instruction can be reduced. (2) The operator assignment system according to any one of claims 15 to 28, wherein the operator assignment system is configured to send a reply to a facsimile transmission source.
An operator assignment system, further comprising return data recording means for recording return facsimile image data obtained by combining a return facsimile image with a return reason image.

According to the invention described in the item (2), the customer can easily grasp the reason for the defect of the product order.

[0122]

As described in detail above, according to the present invention,
Request processing from a customer can be quickly allocated to an operator, and request processing can be performed quickly. Request processing can be efficiently allocated according to the processing capacity of the operator. Further, order processing according to the attributes of the customer can be performed. Further, it is possible to cope with a case where the content of the request is incomplete, and it is possible to reliably perform the request processing.

[Brief description of the drawings]

FIG. 1 is a system schematic diagram of an embodiment of the present invention.

FIG. 2 is an explanatory diagram of data recorded in a delivery information recording unit.

FIG. 3 is an explanatory diagram of data recorded in a reception data recording unit.

FIG. 4 is an explanatory diagram of data recorded in an operator information recording unit.

FIG. 5 is an explanatory diagram of data recorded in a reply data recording unit.

FIG. 6 is an explanatory diagram of data recorded in a customer data recording unit.

FIG. 7 is an explanatory diagram of data recorded in a return reason recording unit.

FIG. 8 is an explanatory diagram of data recorded in an operator case recording unit.

FIG. 9 is an explanatory diagram of a processing procedure according to the first embodiment;

FIG. 10 is an explanatory diagram of a processing procedure according to the first embodiment;

FIG. 11 is an explanatory diagram of a processing procedure according to the first embodiment;

FIG. 12 is an explanatory diagram of a processing procedure according to the first embodiment.

FIG. 13 is an explanatory diagram of a display screen output to an operator terminal.

FIG. 14 is an explanatory diagram of a display screen output to an operator terminal.

FIG. 15 is an explanatory diagram of a display screen output to an operator terminal.

FIG. 16 is an explanatory diagram of a display screen output to an operator terminal.

FIG. 17 is an explanatory diagram of a processing procedure according to the second embodiment.

FIG. 18 is an explanatory diagram of a processing procedure according to the third embodiment.

[Explanation of symbols]

10: Customer terminal, 20: Order receiving system, 21: Management computer as computer, 22: Received data recording unit as received data recording means, 23: Operator information recording unit as operator information recording means, N: Network.

Continued on front page F term (reference) 5B049 AA06 BB11 CC01 CC05 EE05 FF01 GG00 5C062 AA02 AA13 AA27 AC51 AF01 AF03 AF12 BD06 5K015 AA10 AD01 AD02 AD03 AD05 AF09 GA02

Claims (28)

[Claims] 1. A method of allocating, using a computer, processing of a request received from a customer to an operator, comprising: a first step of recording request data received from a customer terminal via a network; A second step of assigning a reception identifier having a first-to-last relationship to the data, a third step of extracting an operator identifier associated with the earliest reception identifier, and the reception identifier associated with the operator identifier And a fifth step of transmitting the request data to an operator terminal associated with the operator identifier for request processing. 2. The method according to claim 1, wherein the request data received in the first step is facsimile image data. 3. The method according to claim 1, wherein the transmitting in the fifth step includes transmitting an electronic mail to which the request data is attached. 4. A method of allocating processing of a request received from a customer to an operator using the computer, comprising: a first step of recording request data received from a customer terminal via a network; A second step of assigning a reception identifier having a precedent-relation relationship to the request data; a third step of extracting an operator identifier based on operator attribute information recorded for each operator; A fourth step of extracting the operator identifier in one case, and extracting the operator identifier associated with the earliest received identifier among the operator identifiers when the extracted operator identifiers are plural. A fifth step of recording the reception identifier in association with the operator identifier; Transmitting the request data to an operator terminal associated with the operator identifier for the sake of simplicity. 5. The method according to claim 4, wherein the request data received in the first step is facsimile image data. 6. The method according to claim 4, wherein the transmitting in the sixth step includes transmitting an e-mail attached with the request data. 7. The method according to claim 4, wherein the operator attribute information is information on an operator capable of responding to request processing. 8. The operator attribute information is the number of unprocessed cases held in requests allocated to each operator, and the extracting in the third stage extracts an operator identifier having a small number of cases held. The operator assignment method according to any one of claims 4 to 7, wherein: 9. The third step further comprises extracting request attribute information from the request data, wherein the extracting in the third step compares the request attribute information with the operator attribute information. An operator assignment method according to any one of claims 4 to 8, wherein an operator identifier is extracted based on a result of the comparison. 10. The method according to claim 9, wherein the request attribute information includes an identifier of the customer terminal, and the operator attribute information is a preset identifier of the customer terminal. 11. The apparatus according to claim 9, wherein the request attribute information includes an area identifier of a customer terminal, and the operator attribute information is a preset area identification identifier. Operator allocation method. 12. The request attribute information includes an identifier of a customer terminal, and the operator attribute information is a terminal identifier of a customer who has processed a request in a predetermined period in the past by the operator. 12. The operator assignment method according to any one of the eleventh to eleventh aspects. 13. The third step further includes a step of extracting customer attribute information recorded in association with an identifier of a customer terminal included in the request data, wherein the extraction in the third step includes: 2. The method according to claim 1, wherein the customer attribute information and the operator attribute information are collated, and an operator identifier is extracted based on a result of the collation.
2. The operator assignment method according to any one of 2. 14. The apparatus according to claim 13, wherein the customer attribute information includes the number of requests transmitted by the customer within a predetermined period, and the operator attribute information is a numerical value related to the number of requests. Operator allocation method. 15. A system for allocating, using a computer, processing of a request received from a customer to an operator, the reception data recording the request data received from the customer terminal in association with a reception identifier having a front-back relationship. An operator allocation system comprising: a recording unit; and an operator information recording unit that records a last assigned reception identifier in association with an operator identifier. 16. The system according to claim 15, wherein the reception identifier is a symbol having a continuous relationship. 17. The operator assignment system according to claim 15, wherein the reception identifier is time information on a time at which the request data was received. 18. The apparatus according to claim 15, wherein said request data is facsimile image data.
An operator assignment system according to any one of the above. 19. The reception data recording unit further records a size of request data in association with request data.
9. The operator assignment system according to any one of items 8. 20. The operator allocation system according to claim 19, wherein the size of the request data is the number of received facsimile. 21. The operator information recording unit according to claim 15, wherein the number of reception identifiers allocated to the operator during a predetermined period is further recorded in association with the operator identifier. An operator assignment system according to any of the above. 22. The operator information recording unit according to claim 15, wherein the number of received identifiers for requests not yet processed by the operator is further recorded in association with the operator identifier. An operator assignment system according to item 1. 23. The system according to claim 23, wherein the operator information recording unit further records a customer terminal identifier for checking with a source terminal identifier associated with newly received request data in association with the operator identifier. An operator assignment system according to any one of claims 15 to 22. 24. The operator information recording unit further records, in association with the operator identifier, an area identifier for collating with an area identifier included in a source terminal identifier associated with newly received request data. The operator assignment system according to any one of claims 15 to 23, wherein: 25. The operator information recording unit, in order to collate with a source terminal identifier associated with newly received request data, associates with an operator identifier,
25. The operator assignment system according to claim 15, wherein a customer terminal identifier received during a predetermined period is further recorded. 26. The operator information recording section further records a numerical value related to the number of orders received in association with an operator identifier.
5. The operator assignment system according to any one of 5. 27. The operator allocation system according to claim 15, wherein a destination terminal identifier is further recorded in the operator information recording unit in association with an operator identifier. 28. The operator assignment system according to claim 22, wherein the terminal identifier is a facsimile number.