JP2004297634A - Call center system, server, and terminal - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call center system capable of transferring a telephone call between terminals even in a system environment where CTI terminals and non-CTI terminals coexist. <P>SOLUTION: The call center 1 includes: CTI terminals 300, 400; a non-CTI terminal 500; a server 200 provided with a database 210 for storing the information on transfer between terminals; and an exchange 100 for mediating telephone information that is sent via a telephone line 700, to the terminals. In the call center 1, each terminal is provided with: an information content output part 320 for outputting contents of the telephone information to the database 210 in accordance with an operation by an operator; a job information identification key output part 330 for outputting a key identifying the telephone information to the database 210; a transfer destination selecting part 340 for selecting a destination of transfer in accordance with the operation by the operator; and a transfer destination identification key output part 350 for outputting a key identifying the transfer destination that is selected by the transfer destination selecting part 340, to the database 210. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a call center system for transferring telephone information sent from outside via a telephone line to an arbitrary terminal.
[0002]
[Prior art]
2. Description of the Related Art In a call center system for transferring telephone information sent from outside via a telephone line to an arbitrary terminal, a CTI (Computer Telephony Integration) terminal is gradually and widely used instead of a terminal having only a telephone function conventionally used. It is being used.
[0003]
This CTI terminal is an advanced telephone use system in which a telephone function and a computer function are linked to each other. According to a call center system using this CTI terminal, for example, advanced processing such as customer service linked with a customer database is performed. It is possible.
[0004]
Therefore, conventionally, a PBX (private branch exchange), a CTI server, an IIR server (an information interactive router server), an IVR server (an interactive voice response server), and a WWW on a LAN (Local Area Network) Call center systems equipped with a server (world wide web server), a call recording device, a CTI-compatible client terminal, and software for the client terminal are being introduced in various places.
[0005]
However, this type of call center system is expensive to introduce, and it is difficult to introduce it at a small-scale office such as SOHO (Small Office Home Office). Further, there are many problems such as difficulty in maintenance of each of the above facilities, necessity of assigning a system administrator, and difficulty in enlarging and reducing the system.
[0006]
In order to solve such a problem, as a call center system which can be constructed with a small facility cost, has a low maintenance cost, and is easy to expand and reduce, the components of a CTI system which are connected via a LAN are provided. , A PBX compatible with CTI, a CTI server, a voice response device, an IIR server, an IVR server, a call recording device, and a WWW server, and means for connecting the PBX to a telephone line or an ISDN line. A virtual call center provided so as to be used jointly, and a dedicated line, an ISDN line, or an intra-user LAN connected to the LAN of the virtual call center provided for each user through the dedicated line or the ISDN line. Database and client terminal, telephone line or ISDN line CTI system comprising a user construction system made up of the connected phone has been proposed (e.g., see Patent Document 1).
[0007]
[Patent Document 1]
JP-A-11-74975 (pages 1 to 5, FIGS. 1 and 2)
[0008]
[Problems to be solved by the invention]
However, in the above-described method, there is a restriction that all the client terminals in the call center must be configured by CTI terminals having a CTI function in which a telephone function and a computer function are linked. CTI terminals cannot be used.
[0009]
Therefore, in a system environment in which CTI terminals and non-CTI terminals coexist, this method cannot be adopted, and calls cannot be transferred or data can be transferred between terminals.
[0010]
In view of the above circumstances, it is an object of the present invention to provide a call center system capable of transferring telephone calls and data between terminals even in a system environment in which CTI terminals and non-CTI terminals coexist.
[0011]
[Means for Solving the Problems]
The call center system of the present invention that achieves the above object,
A plurality of terminals including both at least one CTI terminal having a CTI function in which a telephone function and a computer function cooperate and at least one non-CTI terminal in which a telephone function and a computer function are separated, and via a communication line A server connected to each of the terminals and having a database for storing information relating to transfer between the terminals, and an exchange for mediating telephone information transmitted from outside via a telephone line to the terminals. In a call center system,
The database includes a business information file for storing the contents of the external telephone information, a business information identification key for identifying the telephone information in the business information file, and a transfer destination identification key for identifying a transfer destination of the telephone information. A transfer procedure file to be stored correspondingly, and a transfer destination management table in which the transfer destination identification key and the telephone number of the transfer destination are stored in association with each other in advance,
An information content output unit for each of the plurality of terminals to output the contents of the telephone information sent through the exchange to the business information file in accordance with an operation by an operator; and business information for identifying the telephone information. A business information identification key output unit that outputs an identification key to the transfer procedure file; and a transfer destination selection unit that selects a transfer destination based on a transfer destination identification key stored in the transfer destination management table in accordance with an operation by an operator And a transfer destination identification key output unit that outputs the transfer destination identification key selected by the transfer destination selection unit to the transfer procedure file in association with the business information identification key stored in the transfer procedure file. It is characterized by.
[0012]
Here, the transfer destination identification key includes a terminal ID for identifying the transfer destination terminal and an operator ID for identifying an operator who operates the transfer destination terminal,
The transfer destination identification key output section outputs both the terminal ID and the operator ID when the transfer source terminal is a CTI terminal, and outputs the terminal ID when the transfer source terminal is a non-CTI terminal. It is preferable to output only the terminal ID and the operator ID among the operator IDs.
[0013]
Further, the server of the present invention that achieves the above object,
A plurality of terminals including both at least one CTI terminal having a CTI function in which a telephone function and a computer function cooperate and at least one non-CTI terminal in which a telephone function and a computer function are separated, and via a communication line A server connected to each of the terminals and having a database for storing information relating to transfer between the terminals, and an exchange for mediating telephone information transmitted from outside via a telephone line to the terminals. In the server that constitutes the call center system,
A business information file for storing the contents of the telephone information from the outside, and a business information identification key for identifying the telephone information in the business information file and a transfer destination identification key for identifying a transfer destination of the telephone information in association with each other. And a database having a transfer destination management table in which the transfer destination identification key and the transfer destination telephone number are stored in advance in association with each other.
[0014]
Further, the terminal of the present invention that achieves the above object,
A plurality of terminals including both at least one CTI terminal having a CTI function in which a telephone function and a computer function cooperate and at least one non-CTI terminal in which a telephone function and a computer function are separated, and via a communication line A server connected to each of the terminals and having a database for storing information relating to transfer between the terminals, and an exchange for mediating telephone information transmitted from outside via a telephone line to the terminals. The terminal constituting the call center system,
The database includes a business information file for storing contents of the telephone information from the outside, a business information identification key for identifying telephone information in the business information file, and a transfer destination identification key for identifying a transfer destination of the telephone information. A transfer procedure file that is stored in association with the transfer destination, and a transfer destination management table that stores the transfer destination identification key and the telephone number of the transfer destination in advance,
An information content output unit for each of the plurality of terminals to output the contents of the telephone information sent via the exchange to the business information file in accordance with an operation by an operator; and business information for identifying the telephone information. A business information identification key output unit that outputs an identification key to the transfer procedure file; and a transfer destination selection unit that selects a transfer destination based on a transfer destination identification key stored in the transfer destination management table in accordance with an operation by an operator And a transfer destination identification key output unit that outputs the transfer destination identification key selected by the transfer destination selection unit to the transfer procedure file in association with the business information identification key stored in the transfer procedure file. It is characterized by.
[0015]
Here, the transfer destination identification key comprises a terminal ID for identifying the transfer destination terminal, and an operator ID for identifying an operator who operates the transfer destination terminal,
The transfer destination identification key output section outputs both the terminal ID and the operator ID when the transfer source terminal is a CTI terminal, and outputs the terminal ID when the transfer source terminal is a non-CTI terminal. It is preferable to output only the terminal ID and the operator ID among the operator IDs.
[0016]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described.
[0017]
FIG. 1 is an external view of a computer system in which an embodiment of the call center system of the present invention is operated.
[0018]
FIG. 1 shows two CTI terminals 30 and 40 and one non-CTI terminal 50 provided in a call center system according to an embodiment of the present invention, which are connected to the above terminals via a communication network 60. The call center 1 includes a server 20 and an exchange 10 that mediates telephone information transmitted from outside via a telephone line 70 to each terminal.
[0019]
The exchange 10 uses a PBX (private branch exchange) having a CTI standard interface required for constructing the CTI, and is connected to a communication network 60, a telephone line 70, and general telephones 81 and 82.
[0020]
A so-called workstation or personal computer is used as the server 20, and operates as a server machine for each of the above terminals.
[0021]
A so-called personal computer is used for each of the CTI terminals 30 and 40 and the non-CTI terminal 50, and operates as a client machine for the server 20.
[0022]
As the communication network 60, a LAN (Local Area Network) or a WAN (Wide Area Network) is used.
[0023]
The Internet is used for the telephone line 70.
[0024]
The server 20 includes a computer main body 21, a display device 22 for displaying information output from the computer main body 21, a keyboard 23 and a mouse 24 for transmitting instructions from an operator to the computer main body 21.
[0025]
Similarly, the CTI terminals 30 and 40 and the non-CTI terminal 50 are provided with computer bodies 31, 41 and 51, display devices 32, 42 and 52, keyboards 33, 43 and 53, mice 34, 44 and 54, and the like. ing.
[0026]
The CTI terminals 30, 40 are further provided with headsets 35, 45.
[0027]
FIG. 2 is a schematic configuration diagram showing one embodiment of the call center system of the present invention.
[0028]
FIG. 2 shows a call center 1 having an exchange 100 connected to a telephone line 700, CTI terminals 300 and 400, a non-CTI terminal 500, and a server 200 connected to each of these terminals via a communication network 600. It is shown.
[0029]
The exchange 100, the server 200, the CTI terminals 300 and 400, the non-CTI terminal 500, the communication line network 600, the telephone line 700, and the telephone 900 shown in FIG. 30, 40, the non-CTI terminal 50, the communication network 60, the telephone network 70, and the telephones 81, 82.
[0030]
The exchange 100 mediates telephone information sent from the outside via the telephone line 700 to the terminals 300, 400, and 500. Further, inside the exchange 100, each terminal belonging to the call center 1 (Automatic Call Distribution) 110 for evenly distributing the calls.
[0031]
The server 200 is connected to each terminal via the communication network 600, and includes a database 210 that stores information on transfer between the terminals. The database 210 includes a business information file 210_1 for storing contents of telephone information from the outside, a business information identification key for identifying telephone information in the business information file 210_1, and a transfer destination identification key for identifying a transfer destination of the telephone information. And a transfer destination management table 210_3 in which the transfer destination identification key and the telephone number of the transfer destination are stored in advance in association with each other. The contents of each of these files will be described later.
[0032]
The CTI terminals 300 and 400 include telephone control units 310 and 410 having a CTI function in which a telephone function and a computer function cooperate. The telephone control units 310 and 410 are formed on, for example, a PCDT (Personal Computer Dial Technology) board mounted on a CTI terminal.
[0033]
The non-CTI terminal 500 does not have an equivalent to the above-described telephone control unit, and does not have a telephone function.
[0034]
Also, the CTI terminals 300 and 400 and the non-CTI terminal 500 have information content output units 320 and 420 that output the contents of the telephone information sent via the exchange 100 to the business information file 210_1 of the database 210 in the server 200. , 520, a business information identification key output unit 330, 430, 530 for outputting a business information identification key for identifying the telephone information to the transfer procedure file 210_2, and the transfer destination management table 210_3 according to an operation by an operator. And a transfer destination selection key 340, 440, 540 for selecting a transfer destination based on the transfer destination identification key stored in the transfer procedure file 210_3. Associated with the business information identification key stored in the transfer procedure file 210_3. And a destination identification key output unit 350,450,550 to force.
[0035]
These information content output units 320, 420, 520, business information identification key output units 330, 430, 530, transfer destination selection units 340, 440, 540, and transfer destination identification key output units 350, 450, 550, etc. Created in the form and installed on each terminal.
[0036]
Next, a database provided in the server of the present embodiment will be described.
[0037]
As shown in FIG. 2, the server 200 of the present embodiment includes a database 210 including three files: a business information file 210_1, a transfer procedure file 210_2, and a transfer procedure file 210_3.
[0038]
FIG. 3 is a data structure diagram of the business information file used in the present embodiment.
[0039]
As shown in FIG. 3, the business information file 210_1 includes a business information identification key 210_1a for identifying a plurality of pieces of business information having an attribute “alphanumeric character” and the number of digits: “10”, an attribute “numeric”, and the number of digits. : Customer phone number 210_1b of "10", attribute "Japanese", number of digits: other customer information "arbitrary" (information such as name and address is stored) 210_1c, attribute "Japanese", number of digits: There are provided four items of “arbitrary” reception contents 210_1d in which information such as contents of inquiries from the customer 800 is stored.
[0040]
FIG. 4 is a data structure diagram of a transfer procedure file used in the present embodiment.
[0041]
As shown in FIG. 4, the transfer procedure file 210_2 has a terminal ID 210_2a for identifying a plurality of terminals having an attribute “numeric” and a digit number of “4”, an attribute “numeric”, and a digit number “4”. A business information identification key 210_2d for identifying a plurality of pieces of business information having a telephone number (extension) 210_2b, an attribute "numeral", the number of digits: "4", an operator ID 210_2c, an attribute "alphanumeric", and a number of digits: "10". There are four items.
[0042]
The terminal ID 210_2a and the telephone number (extension) 210_2b are used only at the time of transfer from the CTI terminal to the CTI terminal, and are not used at other times.
[0043]
The operator ID 210_2c corresponds to an operator ID 210_3c of a transfer destination management table 210_3 (see FIG. 5) described later, and the record of the transfer procedure file 210_2 and the record of the transfer destination management table 210_3 are related to each other by the operator ID. .
[0044]
The business information identification key 210_2d corresponds to the business information identification key 210_1a of the business information file 210_1 shown in FIG. 3, and the record of the transfer procedure file 210_2 and the record of the business information file 210_1 are used by the business information identification key. Related to each other.
[0045]
Note that the terminal ID 210_2a and the operator ID 210_2c in the present embodiment correspond to the transfer destination identification key according to the present invention.
[0046]
FIG. 5 is a data structure diagram of the transfer destination management table used in the present embodiment.
[0047]
As shown in FIG. 5, the transfer destination management table 210_3 includes a CTI function presence / absence 210_3a indicating the presence / absence of the CTI function of the transfer destination, an attribute “numeric”, and a digit number: “1”, an attribute “numeric”, and a digit number. : "4", terminal ID 210_3b for identifying a plurality of terminals, attribute "numeric", number of digits: "4", operator ID 210_3c for identifying a plurality of operators, attribute "numeric", number of digits: "4" Of telephone numbers (extension) 210_3d.
[0048]
In the CTI function presence / absence 210_3a, for example, “1” is stored when the transfer destination terminal is a CTI terminal, and “2” is stored when the transfer destination terminal is a non-CTI terminal.
[0049]
When the transfer destination terminal is a CTI terminal, the terminal ID acquired by the CTI terminal from the ACD (see FIG. 2) is stored in the terminal ID 210_3b, and when the transfer destination terminal is a non-CTI terminal, the call center A terminal ID set by a system administrator who manages the system using a user application or the like is stored.
[0050]
As described above, the operator ID 210_3c associates the record of the transfer destination management table 210_3, the record of the business information file 210_1, and the record of the transfer procedure file 210_2 with each other. If the transfer destination terminal is a CTI terminal, , The operator ID acquired by the CTI terminal from the ACD (see FIG. 2) is stored. If the transfer destination terminal is a non-CTI terminal, the system administrator managing the call center system sets the operator ID using a user application or the like. An operator ID is stored.
[0051]
Similarly, the telephone number (extension) 210_3d relates the record of the transfer destination management table 210_3, the record of the business information file 210_1, and the record of the transfer procedure file 210_2 to each other, and the terminal of the transfer destination is the CTI terminal. In this case, the telephone number (extension) obtained by the CTI terminal from the ACD (see FIG. 2) is stored. If the transfer destination terminal is a non-CTI terminal, a system administrator managing this call center system can use a user application or the like. Are stored using the telephone number (extension).
[0052]
Next, the operation of the call center system of the present embodiment will be described.
[0053]
In the present embodiment, an example of a support center for responding to a telephone call for an inquiry from a customer regarding the use of a product will be described.
[0054]
FIG. 6 is a diagram illustrating a procedure of a coordination process between a CTI terminal and a non-CTI terminal.
[0055]
As shown in FIG. 6, when the customer 800 calls the call center 1 (procedure 1), the operator 309 of the CTI terminal 300 of the call center 1 answers "call incoming" and talks with the customer 800 (procedure 2). The business screen 300b is displayed on the display device 300a of the CTI terminal 300 at the same time as the incoming call (procedure 3), and the operator 309 of the CTI terminal 300 listens to the contents of the telephone information from the customer 800 using the headset 35 (see FIG. 1). The contents of the response from the customer 800 to the question from the operator 309 are input via the business screen. After the necessary items have been input, the input information (see FIG. 3) is stored in the business information file 210_1 in the database 210 of the server 200 (see FIG. 2), and the business information identification key 210_2d is output to the transfer procedure file 210_2. (Step 4).
[0056]
Next, the operator 309 refers to the transfer destination list 300c displayed on the display device 300a of the CTI terminal 300 based on the operator ID 210_3c stored in the transfer destination management table 210_3 of the database 210, and determines the operator most suitable for the contents of the telephone. Then, the call is transferred to the telephone 900 nearest to the operator 509 (step 5). At this time, the transfer destination operator ID is stored in the operator ID 210_2d of the transfer procedure file 210_2.
[0057]
In this example, since the terminal closest to the transfer destination operator is the non-CTI terminal 500, the transfer destination operator 509 responds to the transfer source operator with the nearest telephone 900 (step 6). When the transfer destination operator 509 clicks the "display" button on the display device 500a of the nearest terminal 500, a transfer destination list 500c based on the operator ID 210_3c stored in the transfer destination management table 210_3 is displayed on the display device 500a. (Procedure 7).
[0058]
In the transfer destination list 500c, the operator IDs of all the operators belonging to the call center and the names of the operators as necessary are displayed in a list form.
[0059]
When the transfer destination operator 509 clicks its own operator ID among the operator IDs displayed in the transfer destination list 500c, the contents of the business screen input by the transfer source operator 309 are displayed on the display device 500a. (Step 8). The transfer destination operator 509, after seeing the contents, talks with the transfer source operator 309. After confirming the question and accepting the telephone call (procedure 9), the conversation between the customer 800 and the transfer destination operator 509 is made. Is started (procedure 10).
[0060]
Next, the cooperative processing between the CTI terminal and the CTI terminal will be described.
[0061]
FIG. 7 is a diagram illustrating a procedure of a coordination process between the CTI terminal and the CTI terminal.
[0062]
As shown in FIG. 7, steps 1 to 4 in this case are the same as the case of the coordination processing between the CTI terminal and the non-CTI terminal shown in FIG. 6, and only the procedure 5 and subsequent steps are different. Hereinafter, the procedure 5 and subsequent steps will be described.
[0063]
In step 5 of FIG. 7, the operator 309 refers to the transfer destination list 300c displayed on the display device 300a of the CTI terminal 300 based on the operator ID 210_3c stored in the transfer destination management table 210_3 of the database 210 to change the telephone content. The most suitable operator is designated, and the telephone is transferred to the terminal 400 of the operator 409 (procedure 5). At this time, the transfer destination operator ID is stored in the operator ID 210_2d of the transfer procedure file 210_2.
[0064]
In this example, since the transfer destination terminal 400 is a CTI terminal, the transfer destination operator 409 responds to the transfer source operator at the CTI terminal 400 (procedure 6). When the transfer destination operator 409 clicks the "display" button on the display device 400a of the CTI terminal 400, a transfer destination list 400c based on the operator ID 210_3c stored in the transfer destination management table 210_3 is displayed on the display device 400a ( Step 7).
[0065]
When the transfer destination operator 409 clicks its own operator ID among the operator IDs displayed in the transfer destination list 400b, the contents of the business screen input by the transfer source operator 309 are displayed on the display device 400a. (Step 8). The transfer destination operator 409, after seeing the contents, talks with the transfer source operator 309. After confirming the question and accepting the telephone call acceptance (step 9), the conversation between the customer 800 and the transfer destination operator 409 is made. Is started (procedure 10).
[0066]
Next, the cooperative processing between the non-CTI terminal and the CTI terminal will be described.
[0067]
FIG. 8 is a diagram illustrating a procedure of a cooperation process between a non-CTI terminal and a CTI terminal.
[0068]
As shown in FIG. 8, when the customer 800 calls the call center 1 (procedure 1), the operator 509 of the non-CTI terminal 500 of the call center 1 answers with the nearest telephone 900 and talks with the customer 800 (procedure 2). ). The operator 509 activates the nearest non-CTI terminal 500 to display the business screen 500c on the display device 500a (procedure 3).
[0069]
The operator 509 listens to the contents of the telephone information from the customer 800 and inputs the contents of the answer from the customer 800 to the question from the operator 509 via the business screen. After the necessary items have been input, the input information (see FIG. 3) is stored in the business information file 210_1 in the database 210 of the server 200 (see FIG. 2), and the business information identification key 210_2d is output to the transfer procedure file 210_2. (Step 4).
[0070]
Next, the operator 509 refers to the transfer destination list 500c displayed on the display device 500a of the non-CTI terminal 500 based on the operator ID 210_3c stored in the transfer destination management table 210_3 of the database 210, and selects the operator most suitable for the contents of the telephone call. Is designated, and the telephone call from the customer 800 is transferred to the terminal 300 of the operator 309 (procedure 5). At this time, the transfer destination operator ID is stored in the operator ID 210_2d of the transfer procedure file 210_2.
[0071]
In this example, since the transfer destination terminal 300 is a CTI terminal, the transfer destination operator 309 responds to the transfer source operator at the CTI terminal 300 (procedure 6). When the transfer destination operator 309 clicks the "display" button on the display device 300a of the CTI terminal 300, a transfer destination list 300c based on the operator ID 210_3c stored in the transfer destination management table 210_3 is displayed on the display device 300a ( Step 7).
[0072]
When the transfer destination operator 309 clicks its own operator ID among the operator IDs displayed in the transfer destination list 300c, the contents of the business screen input by the transfer source operator 309 are displayed on the display device 300a. (Step 8). The transfer destination operator 309 talks with the transfer source operator 509 after seeing the contents, and after confirming the question and accepting the acceptance of the telephone call (procedure 9), the conversation between the customer 800 and the transfer destination operator 309. Is started (procedure 10).
[0073]
Next, a cooperation process between a non-CTI terminal and a non-CTI terminal will be described.
[0074]
FIG. 9 is a diagram illustrating a procedure of a cooperation process between a non-CTI terminal and a non-CTI terminal.
[0075]
As shown in FIG. 9, steps 1 to 4 in this case are the same as the case of the cooperative processing between the non-CTI terminal and the CTI terminal shown in FIG. Hereinafter, the procedure 5 and subsequent steps will be described.
[0076]
In the procedure 5 of FIG. 9, the operator 509 refers to the transfer destination list 500c displayed on the display device 500a of the non-CTI terminal 500 based on the operator ID 210_3c stored in the transfer destination management table 210_3 of the database 210, and makes a call. , And the telephone from the customer 800 is transferred to the telephone 900 nearest to the operator 609 (procedure 5). At this time, the transfer destination operator ID is stored in the operator ID 210_2d of the transfer procedure file 210_2.
[0077]
In this example, since the transfer destination terminal 600 is a non-CTI terminal, the transfer destination operator 609 responds to the transfer source operator with the nearest telephone set 900 (procedure 6). When the transfer destination operator 509 clicks the "display" button on the display device 600a of the nearest terminal 600, a transfer destination list 600c based on the operator ID 210_3c stored in the transfer destination management table 210_3 is displayed on the display device 600a. (Procedure 7).
[0078]
When the transfer destination operator 609 clicks its own operator ID among the operator IDs displayed in the transfer destination list 600c, the contents of the business screen input by the transfer source operator 509 are displayed on the display device 600a. (Step 8). The transfer destination operator 609 consults with the transfer source operator 509 after seeing the contents, and after confirming the question and accepting the acceptance of the telephone call (procedure 9), the conversation between the customer 800 and the transfer destination operator 609. Is started (procedure 10).
[0079]
Next, the operation of the CTI terminal of the present embodiment will be described.
[0080]
FIG. 10 is a flowchart showing the transfer operation of the CTI terminal.
[0081]
In the call center 1 of this embodiment (see FIG. 2), an external user logs in to the ACD 110 in the exchange 100 via the telephone line 700 (step S01), and the ACD 110 uses, for example, one of the CTI terminals 300 and 400. When a telephone is externally connected to one of them, the connected CTI terminal detects an incoming call (step S02), and the operator of the CTI terminal starts a conversation with the customer. At the same time, a business screen is displayed on the CTI terminal. The operator of the CTI terminal inputs the contents of the telephone call from the customer on the business screen (step S03).
[0082]
The information content output unit 320 (see FIG. 2) provided in the CTI terminal stores the content input according to the operation of the operator in the accepted content 210_1d of the business information file 210_1 (see FIG. 3), and stores the content in the record. , A key for identifying it from other records is assigned and stored in the business information identification key 210_1a (step S04).
[0083]
Next, the business information identification key output unit 330 (see FIG. 2) provided in the CTI terminal outputs the above business information identification key to the business information identification key 210_2d of the transfer procedure file 210_2 (see FIG. 4) (step). S05).
[0084]
The display device provided in the CTI terminal displays the operator ID 210_3c recorded in the transfer destination management table 210_3 (see FIG. 5) as a list of transfer destinations on the screen, and the transfer destination selection unit 340 (see FIG. 2) The operator of the transfer destination designated by the original operator from the transfer destination list is selected (step S06).
[0085]
The transfer destination identification key output unit 350 (see FIG. 2) associates the transfer destination operator ID 210_2c selected in step S06 with the above-mentioned business information identification key 210_2d and records it in the transfer procedure file 210_2 (see FIG. 4) (see FIG. 4). Step S07).
[0086]
In step S07, when transferring from the CTI terminal to the CTI terminal, the terminal ID 210_2a and the telephone number (extension number) 210_2b are also recorded in the transfer procedure file 210_2 in association with the business information identification key 210_2d.
[0087]
The telephone control unit 310 (see FIG. 2) provided in the CTI terminal transfers the telephone to the transfer destination (Step S08).
[0088]
Here, the processing is divided into two types depending on whether the transfer destination terminal has the CTI function (step S09).
[0089]
When the CTI function is provided, when the operator receives a telephone call at the transfer destination terminal, the reception content 210_1d (see FIG. 3) input by the transfer source operator is automatically displayed on the display device of the transfer destination terminal. (Step S10), and thereafter, the process proceeds to the transfer destination operator.
[0090]
On the other hand, when the transfer destination operator does not have the CTI function, the transfer destination operator verbally accepts the requirement by the nearest telephone, and then displays the transfer destination list on the display device using the nearest terminal, and from among the list, When the operator's own operator ID is selected, the reception content 210_1d (see FIG. 3) input by the transfer source operator is displayed on the display device (step S11), and thereafter, the process proceeds to the transfer destination operator.
[0091]
As described above, when both the transfer source terminal and the transfer destination terminal are CTI terminals, when the transfer destination operator receives a telephone call, the reception content input by the transfer source operator is automatically set to the transfer destination terminal. Since the information is automatically displayed on the display device, the transfer destination operator does not need any special operation.
[0092]
On the other hand, when the transfer source terminal is a CTI terminal and the transfer destination terminal is a non-CTI terminal, the operation of the transfer destination operator requires a little trouble. However, even in this case, the telephone transfer can be reliably executed.
[0093]
Next, the operation of the CTI terminal of the present embodiment will be described.
[0094]
FIG. 11 is a flowchart showing the transfer operation of the non-CTI terminal.
[0095]
As shown in FIG. 11, the flow chart in this case is different from the flow chart shown in FIG. 10 in that the terminal start operation is performed by the transfer destination operator in step S21, but from step S22 to step S27, Since steps S02 to S07 in the flowchart shown in FIG. 10 are the same, only steps after step S28 will be described below.
[0096]
In step S28 of this flowchart, the transfer source operator transfers the call to the transfer destination operator (step S28).
[0097]
Here, the process is divided into two types depending on whether the transfer destination terminal has the CTI function (step S29).
[0098]
If the operator has the CTI function, the operator receives a call at the transfer destination terminal and selects his / her operator ID from the transfer destination list displayed on the display device of the transfer destination terminal. The reception content 210_1d (see FIG. 3) input by the operator is displayed on the display device (step S30). Thereafter, the process proceeds to the transfer destination operator.
[0099]
On the other hand, when the transfer destination operator does not have the CTI function, the transfer destination operator verbally accepts the requirement by the nearest telephone, and then displays the transfer destination list on the display device using the nearest terminal, and from among the list, When the operator's own operator ID is selected, the reception content 210_1d (see FIG. 3) input by the transfer source operator is displayed on the display device (step S31). Thereafter, the process proceeds to the transfer destination operator.
[0100]
As described above, when the transfer source terminal is a non-CTI terminal, the number of operations for both the transfer source operator and the transfer destination operator slightly increases as compared with the case where the transfer source terminal is a CTI terminal. However, in any case, the call transfer can be reliably performed.
[0101]
【The invention's effect】
As described above, according to the call center system of the present invention, the server is provided with the database for storing the information regarding the transfer between the terminals, and the terminal is provided with the information content output unit and the business information identification key output unit. Call center having a transfer destination selection unit and a transfer destination identification key output unit, so that even in a system environment in which CTI terminals and non-CTI terminals coexist, a call center can transfer calls and data between terminals. The system can be realized.
[Brief description of the drawings]
FIG. 1 is an external view of a computer system in which an embodiment of a call center system of the present invention is operated.
FIG. 2 is a schematic configuration diagram showing one embodiment of a call center system of the present invention.
FIG. 3 is a data structure diagram of a business information file used in the embodiment.
FIG. 4 is a data structure diagram of a transfer procedure file used in the embodiment.
FIG. 5 is a data structure diagram of a transfer destination management table used in the embodiment.
FIG. 6 is a diagram showing a procedure of a coordination process between a CTI terminal and a non-CTI terminal.
FIG. 7 is a diagram showing a procedure of a coordination process between a CTI terminal and a CTI terminal.
FIG. 8 is a diagram showing a procedure of a coordination process between a non-CTI terminal and a CTI terminal.
FIG. 9 is a diagram illustrating a procedure of a cooperation process between a non-CTI terminal and a non-CTI terminal.
FIG. 10 is a flowchart showing a transfer operation of a CTI terminal.
FIG. 11 is a flowchart illustrating a transfer operation of a non-CTI terminal.
[Explanation of symbols]
1 call center
10 Exchange
20 servers
21 Computer body
22 Display device
23 Keyboard
24 mice
30, 40 CTI terminal
31, 41, 51 Computer body
32, 42, 52 display device
33, 43, 53 Keyboard
34,44,54 mouse
35,45 headset
50 Non-CTI terminal
60 communication network
70 telephone line
81,82 telephone
100 exchange
110 ACD
200 servers
210 database
210_1 Business information file
210_1a Business information identification key
210_1b Customer phone number
210_1c Other customer information
210_1d Reception
210_2 Transfer procedure file
210_2a Terminal ID
210_2b Telephone number (extension)
210_2c Operator ID
210_2d Business information identification key
210_3 Transfer destination management table
210_3a CTI function existence
210_3b Terminal ID
210_3c Operator ID
210_3d telephone number (extension)
300,400 CTI terminal
300a, 400a, 500a, 600a Display device
300b, 400b, 500b, 600b Business screen
300c, 400c, 500c, 600c Transfer destination list
309, 409, 509, 609 Operator
320, 420, 520 Information content output unit
330, 430, 530 Business information identification key output unit
340, 440, 540 Transfer destination selection unit
350, 450, 550 Transfer destination identification key output unit
500,600 non-CTI terminal
600 communication network
700 telephone line
800 customers
900 telephone

Claims (5)

A plurality of terminals including both at least one CTI terminal having a CTI function in which a telephone function and a computer function cooperate and at least one non-CTI terminal in which a telephone function and a computer function are separated, and via a communication line A server connected to each of the terminals and having a database for storing information relating to transfer between the terminals, and an exchange for mediating telephone information sent from outside via a telephone line to the terminals. In a call center system,
The database includes a business information file storing the contents of the telephone information from the outside, a business information identification key for identifying telephone information in the business information file, and a transfer destination identification key for identifying a transfer destination of the telephone information. A transfer procedure file that is stored in association with the transfer destination, and a transfer destination management table that stores the transfer destination identification key and the telephone number of the transfer destination in advance,
An information content output unit for each of the plurality of terminals to output the contents of the telephone information transmitted via the exchange to the business information file in response to an operation by an operator; and business information for identifying the telephone information. A business information identification key output unit that outputs an identification key to the transfer procedure file; and a transfer destination selection unit that selects a transfer destination based on a transfer destination identification key stored in the transfer destination management table in response to an operation by an operator And a transfer destination identification key output unit that outputs the transfer destination identification key selected by the transfer destination selection unit to the transfer procedure file in association with the business information identification key stored in the transfer procedure file. A call center system characterized by the following. The transfer destination identification key comprises a terminal ID for identifying the transfer destination terminal, and an operator ID for identifying an operator who operates the transfer destination terminal,
The transfer destination identification key output unit outputs both the terminal ID and the operator ID when the transfer source terminal is a CTI terminal, and outputs the terminal ID when the transfer source terminal is a non-CTI terminal. 2. The call center system according to claim 1, wherein only the operator ID of the terminal ID and the operator ID is output. A plurality of terminals including both at least one CTI terminal having a CTI function in which a telephone function and a computer function are linked and at least one non-CTI terminal in which a telephone function and a computer function are separated, and via a communication line A server connected to each of the terminals and having a database for storing information related to transfer between the terminals, and an exchange for mediating telephone information transmitted from outside via a telephone line to the terminals. A server constituting the call center system, a business information file storing contents of the external telephone information, a business information identification key for identifying telephone information in the business information file, and a transfer destination for identifying a transfer destination of the telephone information; A transfer procedure file for storing an identification key in association with the transfer destination file, and the transfer destination identification key and the telephone number of the transfer destination in advance Server, characterized in that it comprises a database having a destination management table stored in association with. A plurality of terminals including both at least one CTI terminal having a CTI function in which a telephone function and a computer function cooperate and at least one non-CTI terminal in which a telephone function and a computer function are separated, and via a communication line A server connected to each of the terminals and having a database for storing information relating to transfer between the terminals, and an exchange for mediating telephone information sent from outside via a telephone line to the terminals. The terminal constituting a call center system,
The database includes a business information file storing the contents of the telephone information from the outside, a business information identification key for identifying telephone information in the business information file, and a transfer destination identification key for identifying a transfer destination of the telephone information. A transfer procedure file that is stored in association with the transfer destination, and a transfer destination management table that stores the transfer destination identification key and the telephone number of the transfer destination in advance,
An information content output unit for each of the plurality of terminals to output the contents of the telephone information transmitted via the exchange to the business information file in response to an operation by an operator; and business information for identifying the telephone information. A business information identification key output unit that outputs an identification key to the transfer procedure file; and a transfer destination selection unit that selects a transfer destination based on a transfer destination identification key stored in the transfer destination management table in response to an operation by an operator And a transfer destination identification key output unit that outputs the transfer destination identification key selected by the transfer destination selection unit to the transfer procedure file in association with the business information identification key stored in the transfer procedure file. A terminal characterized by the following. The transfer destination identification key comprises a terminal ID for identifying the transfer destination terminal, and an operator ID for identifying an operator who operates the transfer destination terminal,
The transfer destination identification key output unit outputs both the terminal ID and the operator ID when the transfer source terminal is a CTI terminal, and outputs the terminal ID when the transfer source terminal is a non-CTI terminal. 5. The terminal according to claim 4, wherein the terminal outputs only the terminal ID and the operator ID among the operator IDs.

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