JP2002342571A - Telephone banking system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a telephone banking system which improves the contact rate to a call of a customer telephone. SOLUTION: The telephone banking system includes an operator terminal which provides bank operation service based upon operation system data for a customer through a telephone and holds the operation system data, and the data are taken in the operator terminal in specified timing. The operator terminal provides the bank operation service according to the taken-in operation system data.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

[0001] The present invention relates to a telephone banking system.

[0002]

2. Description of the Related Art A telephone banking system displays customer information of a customer on a screen of an operator terminal in response to a telephone call made by the customer, and transfers funds required by the customer under the monitoring or confirmation operation of the operator. It is a system that provides banking services such as various inquiries and reception of various notifications.

FIG. 1 shows a typical configuration of a conventional telephone banking system. In FIG. 1, a call from a customer's telephone 1a to 1c is connected to a private branch exchange 3 (PBX) installed in a financial institution. Then, the call is transferred to one of the extension telephones 18a to 18c installed at the operator desk via the adapters 17a to 17c. For example, if it is transferred to the extension telephone 18a, an operator terminal (hereinafter referred to as an OP terminal) 12a connected via the adapter 17a
Displays on the screen that the call has been received. On the other hand, in response to the receipt, the voice response device (IVR; Interactive)
Voice Responce 7 transmits voice guidance to the customer, and detects a PB (Push Button) signal of the member number and PIN input by the customer in accordance with the voice guidance. In response to this signal detection, CTI (Computer Telepho
ny Integration) The server searches the customer information DB 6 based on the member number to obtain personal information of the customer. The OP terminal 12a receives this personal information and displays it on the screen. According to this screen display, the operator of the OP terminal 12a
Start banking services according to the customer's request.

[0004] In the telephone banking system, the operation of the telephone banking system is started when the operator first logs in to the OP terminals 12a to 12c at the start of the telephone reception work. In response to this login, the operator terminals 12a to 12c take in operation system data (hereinafter, referred to as system information) in the telephone banking system from the system DB 15 via the DB server 13 and perform necessary initial settings. Also, the OP terminals 12a to 12c
After that, frequent access to the system DB 15 is performed in accordance with the job-specific switching of the operator screen and the output request of the transaction result. The system information includes, for example, basic information such as financial product code information and fees, specification information of various financial products, and specification information of a specific campaign.

[0005] The increase in access load to the system DB 15 imposes inconvenience on customers who want to access telephone banking. That is, if the operator's login operation is not completed at the operator terminal, the telephone is in a state similar to the busy state, a voice announcement indicating that the line is congested is issued, and the customer is requested to call again. Become. This has led to a reduction in the contact rate, that is, the ease with which customers can connect to telephone banking from telephones.

[0006]

SUMMARY OF THE INVENTION It is therefore an object of the present invention to provide a telephone banking system which improves the contact rate for customer telephone calls.

[0007]

SUMMARY OF THE INVENTION A telephone banking system according to the present invention is a telephone banking system including an operator terminal for providing a banking service based on operation system data to a customer via a telephone, and the operation system data is stored in the telephone banking system. Operating system data holding means for storing the operating system data, and operating system data taking means for taking the operating system data into the operator terminal at a predetermined timing, wherein the operator terminal operates the bank based on the taken operating system data. It is characterized by executing business services.

[0008]

Embodiments of the present invention will be described in detail with reference to the accompanying drawings. FIG. 1 shows a system configuration of a telephone banking system according to the present invention. Here, the plurality of OP terminals 12a to 12c, one SV terminal 11, and DB server 13 are connected to a LAN (Local
(Area Network) 4.

The OP terminals 12a to 12c are ordinary personal computers or workstation terminals. For example, the OP terminal 12a includes the OS and the communication processing unit 33.
, Telephone banking processing unit 31 and local DB3
4 is included. The OS and the communication processing unit 33 are basic control programs in a computer, and control activation, execution and termination of application programs,
And communication control via the Internet. The telephone banking processing unit 31 is an application program, and executes bank counter services according to customer requests, for example, business processing such as deposit / withdrawal processing of deposits, transfer or transfer processing, and processing for closing and canceling time deposits. The local DB 34 is a database stored in a storage device such as a hard disk device normally provided in the OP terminals 12a to 12c. Time generators 19a to 19c for generating current time information are connected to the OP terminals 12a to 12c, respectively.

The SV terminal 11 includes OP terminals 12a to 12
It has the same hardware configuration as that of FIG. 3C, and includes an OS and communication processing unit 33, a telephone banking management processing unit 32, and a local DB. The OS and the communication processing unit 33 and the local DB 34 are also the same as those of the OP terminals 12a to 12c. Telephone banking management processing unit 32
The function of the operator of the SV terminal 11, that is, the function of collecting, from the OP terminals 12 a to 12 c, the execution history information of the business process necessary for managing the operation of the entire telephone banking system and the database to the DB server 13. It has a function to request the update of. The SV terminal 11 is also connected to a time generator 19x that generates current time information.

The DB server 13 is an ordinary computer, and includes an OS and communication processing unit 36 and a DB management processing unit 35
And The OS and the communication processing unit 33 perform basic control of a computer and communication control via the LAN 4. The DB management processing unit 35 has a server function of reading or writing the system DB 15 connected to the DB server 13 to each terminal connected to the LAN 4. DB server 13
Also includes a time generator 19 for generating current time information.
z is connected.

FIG. 3 shows a data configuration of each of the system DB 15 and the local DB 34 in the system configuration of FIG. The system DB 15 includes a system information table 37 and a performance information table 38. The system information table 37 is composed of operation system data necessary for the operation of the telephone banking system, that is, system information, and includes, for example, tables such as a telephone number table, a calendar information table, a Japanese calendar conversion table, a store table, and a marketing item table. Become. The performance information table 38 stores the performance information of the telephone banking system operation.

The local DB 34 includes a time stamp table 41 and a plurality of data storage tables 42. The time stamp table 41 has a table name column 51 in which the names of the tables are recorded, and a creation update date of the corresponding table. Time stamp column 52 to be recorded
Consists of The data storage table 42 contains the banking D
It consists of a plurality of tables that store the table read from B15.

FIG. 4 shows a processing procedure of the OP terminals 12a to 12c in the telephone banking system of FIG. Here, the OP terminal 12a will be described as an example. First, the OP terminal 12a receives an operator's login (step S1). Next, the OP terminal 12a
The current time at the time of the login is acquired from the time generating device 19a connected to the own device (step S2).

Next, the time stamp table 41 of the local DB 34 is read (step S3). Then, the contents of the time column are sequentially compared with the login time from the first row of the time stamp table 41 (step S).
4). If it is the current date, the process jumps to step 7. On the other hand, if the date is before the current day, that is, if the relevant table in the local DB 34 is old, the corresponding table is read from the DB server 11 and stored in the storage table 42 (step S5). Then, the time stamp table 41 is appropriately updated in response to the data fetch (step S6).

Next, it is determined whether or not the comparison with the login time is made by comparing all the rows of the time stamp table 41 with the login time (step S7). If the determination has not been completed for all of them, the process returns to step S4. If the determination has been made for all the rows, the telephone banking process is started for the first time (step S
8).

FIG. 5 shows a processing procedure of the database update processing of the supervisor terminal in the system of FIG. First, the operator of the supervisor terminal 11 edits the data of the system information to be updated. In this case, the system information data is preferably edited by spreadsheet software or database management software, and the resulting data is output in CSV format (step S2).
1). Next, this CSV format data is stored in the system DB.
The table format is converted into a table format (step S22). Then, a system information update request is made to the DB server 13 with the data in the table format as an update target (step S23).

FIG. 6 shows a procedure for updating system information in the database server 13 in the system shown in FIG. First, a system information update request from the SV terminal 11 is received (step S31). Next, the table in the system database 15 is updated (step S32). At the same time, the date and time fetched from the time generator 19z are recorded as time stamp information of the table (step S33).

In this embodiment, the operator terminal and the supervisor terminal have been described as being separate terminals. However, the operator terminal may include the function of the supervisor terminal and share the function. According to the present embodiment, the process of acquiring system information for the initial setting in accordance with the login operation of the OP terminal by the operator is almost the
The access is made to B. Therefore, it is possible to complete the login processing in a short time and start the telephone banking processing.

Also, unlike a mode in which a fixed setting file in which system information is recorded in each operator terminal is stored, the contents of the system database in which the latest system information is recorded when each operator terminal logs in are stored in its own local DB. Is reflected in Therefore, even when service specifications are changed and system information needs to be rewritten,
It is not necessary to individually modify the setting file of each terminal, and it is possible to greatly reduce the load of management and operation of the system.

[0021]

According to the telephone banking system according to the present invention, it is possible to more easily contact customers by telephone.

[Brief description of the drawings]

FIG. 1 is a network diagram showing a configuration of a conventional telephone banking system.

FIG. 2 is a block diagram illustrating a configuration of a telephone banking system according to an embodiment of the present invention.

FIG. 3 is a diagram showing a configuration of a system and a local database in FIG. 2;

FIG. 4 is a flowchart showing a processing procedure of an operator terminal in FIG. 2;

5 is a flowchart showing a processing procedure of a supervisor terminal in FIG.

FIG. 6 is a flowchart showing a processing procedure of a database server in FIG. 2;

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Customer telephone 2 Public line 3 PBX 4 LAN 5 CTI (Call Telephony Integration) 6 CTI database 7 Voice response device (IVR) 11 Supervisor (SV) terminal 12 Operator (OP) terminal 13 DB server 15 System database (DB) 17 Adapter Reference Signs List 18 operator telephone 19 time generation device 31 telephone banking processing unit 32 telephone banking management processing unit 33, 36 OS and communication processing unit 34 local database (DB) 37 system information table 38 performance information table 41 time stamp table 42 data storage table

Claims (4)

[Claims] 1. A telephone banking system including an operator terminal for providing a banking service based on operation system data to a customer via a telephone, comprising: operation system data holding means for holding the operation system data; Operating system data capturing means for capturing system data into the operator terminal at a predetermined timing, wherein the operator terminal executes the banking service based on the captured operating system data. Banking system. 2. The system further comprises means for managing time stamp data including the date and time of creation, update and acquisition of the operation system data, wherein the operation system data acquisition means refers to the time stamp data to obtain the latest time stamp data. 2. The telephone banking system according to claim 1, wherein operation system data is taken into said operator terminal. 3. An editing procedure for editing an original data of the operation system data by using an operator terminal included in a telephone banking system for providing a banking service based on the operation system data to a customer via a telephone, and An update procedure for creating or updating the operation system data based on the edited data; and an attachment procedure for attaching timestamp data to the created or updated operation system data. program. 4. A receiving procedure for receiving an operator's log-in instruction, a fetching procedure for fetching the latest operational system data based on the time stamp data in response to the log-in instruction, and a receiving procedure based on the latest operational system data. 4. The program according to claim 3, further comprising: a starting procedure for starting the banking service program to be executed.