JP2005209135A - E-mail processing program, its method and its device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a program for processing e-mail capable of allocating a reply process to an inquiry by e-mail from a customer to a proper person in charge. <P>SOLUTION: A processing part identifies a person in charge having carried out, in the past, a reply process to an e-mail (parent e-mail) with an identification data C_ID assigned or an e-mail obtained based on the replay process based on the identification data C_ID included in title data of the received e-mail. The processing part allocates the reply process of the received e-mail to the identified person in charge (ST5). <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a program for supporting a reply process for a received electronic mail, its computer, and its method.

In recent years, due to advances in network technology, opportunities for customers to make inquiries by e-mail to service centers that provide various services have increased.
In the service center, the reply process for the e-mail from the customer is assigned to an appropriate person in charge based on the contents and reply history.
Conventionally, for example, a service center manages a history of transmission / reception of electronic mail for each customer, and assigns a person in charge based on the history.

  However, a plurality of inquiries having different contents from the same customer may be made by e-mail, and in that case, it may not always be appropriate to assign the same person in charge as before.

  The present invention has been made in view of the above-described problems of the prior art, and a program for processing an e-mail, a computer, and a method thereof that can assign a reply process to an inquiry from a customer to an e-mail The purpose is to provide.

  In order to achieve the above-described object, the program of the first invention transmits and receives an e-mail to and from a communication destination that automatically assigns subject data in a received e-mail to subject data in a reply mail of the e-mail. The identification data assigned to the other electronic mail by the computer is included in the subject data of the email received from the communication destination. A process for assigning a reply process for an electronic mail received from the communication destination to a person who has previously performed a reply process on the other electronic mail or a reply mail based on the other electronic mail. Received from the communication destination in the subject data of the e-mail transmitted by the reply process by the person in charge assigned in the first procedure and the first procedure. Automatically a second procedure for applying the subject data of the electronic mail to be executed by the computers.

  The program according to the first aspect of the present invention is preferably configured such that when the identification data assigned to another electronic mail is not included in the subject data of the electronic mail received from the communication destination, the communication destination Detecting a predetermined keyword from the received body data of the electronic mail or the subject data, and replying the electronic mail received from the communication destination to a person in advance associated with the detected keyword And identification data assigned to the e-mail received from the communication destination in the subject data of the e-mail transmitted by the reply process by the person in charge assigned in the third procedure. And causing the computer to further execute a fourth procedure to be automatically given.

  A computer according to a second aspect of the invention is a computer for sending / receiving e-mail to / from a communication destination that automatically assigns subject data in a received e-mail to subject data in a reply mail of the e-mail. If the subject data of the e-mail received from the e-mail contains identification data assigned to another e-mail by the computer, the other e-mail or the other e-mail is based on the identification data. A first means for assigning a reply process for an electronic mail received from the communication destination to a person who has performed a reply process on a reply mail based on the mail in the past. The subject data of the email received from the communication destination is automatically given in the subject data of the email transmitted by the reply process by the person in charge. And a second means that.

  The computer according to the second aspect of the invention is preferably configured such that when the subject data of the e-mail received from the communication destination does not include the identification data assigned to the other e-mail, the communication destination A process for detecting a predetermined keyword from the received body data of the electronic mail or the subject data, and replying the electronic mail received from the communication destination to a person in charge associated with the detected keyword in advance. And identification data assigned to the email received from the communication destination in the subject data of the email transmitted by the reply process by the person in charge assigned by the third means. And a fourth means for automatically giving.

  A data processing method according to a third aspect of the present invention is a data processing method performed by a computer that sends and receives an e-mail with a communication destination that automatically assigns subject data in a received e-mail to subject data in a reply mail of the e-mail When the identification data assigned to the other electronic mail by the computer is included in the subject data of the electronic mail received from the communication destination, the other data is based on the identification data. A first step of assigning a reply process of an electronic mail received from the communication destination to a person who has performed a reply process in the past with respect to a reply mail based on the electronic mail or the other electronic mail; In the subject data of the email sent by the reply process assigned by the person in charge assigned in the first step, the subject of the email received from the communication destination And a second step of automatically applying the data.

  In the data processing method of the third invention, preferably, when the identification data assigned to the other electronic mail is not included in the subject data of the electronic mail received from the communication destination, the communication A predetermined keyword is detected from the body data of the electronic mail received from the destination or the subject data, and the person in charge previously associated with the detected keyword is sent to the person in charge of the electronic mail received from the communication destination. A third step of assigning a reply process, and an identification assigned to the email received from the communication destination in the subject data of the email sent by the reply process assigned by the person assigned in the third step And a fourth step of automatically assigning data.

  ADVANTAGE OF THE INVENTION According to this invention, the program, its computer, and its method which process the email which can allocate the reply process with respect to the inquiry by an email from a customer to an appropriate person in charge can be provided.

Hereinafter, a communication system according to an embodiment of the present invention will be described.
<First Embodiment>
As shown in FIG. 1, in the communication system 1, for example, a customer 2 and a service center 3 communicate with each other via an electronic mail, a facsimile, and a telephone.
The customer 2 communicates with the service center 3 using, for example, the computer 11, the facsimile machine 12, and the telephone 13.
Here, the computer 11, the facsimile machine 12, and the telephone 13 correspond to the communication destinations of the present invention.
The service center 3 includes, for example, a CTI (Computer Telephony Integration) server 21, a server 22, a telephone 24, and a computer 25, and communicates with the customer 2 using these.
Further, the service center 3 makes an inquiry to the expert 5 who uses the computer 23 by electronic mail as necessary.

In this embodiment, the computer 11 and the computer 23 use mail software that automatically assigns subject data in the received electronic mail to subject data in the reply mail of the electronic mail.
In the present embodiment, the subject data of the e-mail is data that is permitted to be edited by the creator of the reply e-mail.

Hereinafter, the server 22 will be described.
FIG. 2 is a configuration diagram of the server 22 shown in FIG.
As illustrated in FIG. 2, the server 22 includes, for example, an input / output unit 41, a storage unit 42, a display unit 43, and a processing unit 44, which are connected via a data transmission line 40.
Here, the processing unit 44 corresponds to the computer of the present invention.
The input / output unit 41 transmits and receives electronic mail between the computer 11 and the computer 23 via a network.
The input / output unit 41 inputs / outputs data between the CTI server 21 and the computer 25.

The storage unit 42 stores a program PRG executed by the processing unit 44, call data C_D described later, and the like.
The program PRG is written in the storage unit 42 via a recording medium or a network. The program PRG corresponds to the program of the present invention.
The display unit 43 displays a predetermined screen to be described later according to control from the processing unit 44.

  The processing unit 44 performs various processes relating to the electronic mail and the call data C_D based on the program PRG read from the storage unit 42.

FIG. 3 is a diagram for explaining a process of assigning a person in charge who performs a reply process of the received electronic mail, which is performed by the processing unit 44 based on the program PRG.
Step ST1:
The processing unit 44 determines whether or not the server 22 has received an electronic mail from the computer 11, that is, whether or not the input / output unit 41 has received an electronic mail. move on.
Step ST2:
The processing unit 44 assigns unique identification data C_ID to the received electronic mail. The identification data C_ID only needs to be identifiable by the processing unit 44.

Step ST3:
The processing unit 44 generates call data C_D of the received electronic mail.
This step ST3 corresponds to the sixth procedure of the first invention.
Specifically, as shown in FIG. 4, the processing unit 44 identifies the identification data C_ID assigned in step ST2, the identification data C_ID of the parent call, the attribute data PD, the contact data TRD, the personal data PED, Call data C_D including body data MD, subject data TD, person-in-charge data SD, and progress data PRD is generated.
Note that the call data C_D does not include the above-described data itself, as long as it is associated with the data.
At this time, the processing unit 44 detects a keyword prepared in advance from the received body data of the electronic mail, and specifies an attribute associated with the detected keyword.
Then, the processing unit 44 generates the attribute data PD indicating the specified attribute.
Further, the processing unit 44 generates the contact data TDR indicating the sender address of the received electronic mail.
In the present embodiment, a case where a keyword is detected from body data of an e-mail is illustrated, but the present invention may detect a keyword from subject data of an e-mail, for example.

Further, the processing unit 44 refers to, for example, table data indicating the contact data TDR stored in the storage unit 42 in advance and the customer's personal data in association with each other, and receives the received electronic mail contact data TDR. Identify personal information corresponding to.
Then, the processing unit 44 generates the personal data PED indicating the specified personal information.
The processing unit 44 uses the received body data and subject data of the e-mail as the body data MD and the subject data TD, respectively.
Further, the processing unit 44 sets “unselected”, which is an initial value, in the person-in-charge data SD.
In addition, the processing unit 44 sets “initially selected person in charge” in the progress status data PRD.

Step ST4:
The processing unit 44 determines whether or not the subject data of the received electronic mail includes identification data C_ID of another electronic mail (parent mail) that the processing unit 44 has assigned in the past. If it is determined that it is included, the process proceeds to step ST5, and if not, the process proceeds to step ST6.
In this embodiment, the parent mail is an electronic mail that the customer 2 first makes an inquiry to the service center 3 and the subject data does not include the identification data C_ID. -Say le.

Step ST5:
Step ST5 corresponds to the first procedure of the first invention and the first step of the third invention. Moreover, the processing means 44 implements the first means of the second invention by executing the step ST5.
Based on the identification data C_ID included in the subject data of the received electronic mail, the processing unit 44 is an electronic mail (parent mail) to which the identification data C_ID is assigned or its reply process. The person in charge who performed the reply process of the electronic mail obtained based on the past is specified.
Then, the processing unit 44 assigns the received electronic mail reply process to the specified person in charge.
The storage unit 42 associates, for example, the identification data C_ID of the electronic mail, the identification data C_ID of the parent mail of the electronic mail, and the person in charge of the electronic mail. The assigned table data is also stored. The processing unit 44 refers to the responsible table data, identifies the responsible person, and reflects the result in the responsible person table data (updates the table data).

Step ST6:
Step ST6 corresponds to the third procedure of the first invention and the third step of the third invention. In addition, the processing unit 44 executes step ST6, thereby realizing the third means of the second invention.
Based on the attribute data PD in the call data C_D shown in FIG. 4 generated in step ST3 for the received e-mail, the processing unit 44 sends the person in charge of the field (group) assigned in advance to the attribute data PD. The reply process for the received electronic mail is assigned.
For example, the processing unit 44 sorts the persons in charge in the field (group) pre-assigned to the attribute data PD in ascending order of the number of possessions, and reassigns them to the person in charge with the smallest number of possessions. I do.
At this time, when there are a plurality of the minimum persons in charge, the processing unit 44 performs assignment to the person in charge with the oldest assignment date and time.

Step ST7:
The processing unit 44 determines whether or not a person in charge is assigned to the reply process for the received electronic mail. If it is determined that the person in charge is assigned, the processing unit 44 enters a process waiting state for the reply process.
The processing unit 44 sets the identification data of the assigned person in the person-in-charge data S_D of the call data C_D shown in FIG. 4 of the received e-mail, and sets the progress status data PRD to “assigned person”. . That is, the processing unit 44 updates the call data C_D according to the progress of processing.
If the processing unit 44 determines that a person in charge is not assigned to the reply process for the received electronic mail, the processing unit 44 waits for the person in charge of the reply process to be assigned.
The processing unit 44 repeatedly performs the processing of step ST6 and step ST7 at a predetermined time interval for the electronic mail that is waiting for assignment of the person in charge.

As described above, according to the server 22, identification data C_ID of the parent mail is automatically given in the subject data TD of the electronic mail transmitted by the reply process.
Further, the processing unit 44 performs a reply process when the identification data C_ID of another electronic mail (parent mail) assigned in the past is included in the subject data of the received electronic mail. Can be automatically assigned to the person in charge who has performed reply processing related to the past.
As described above, according to the processing unit 44, the user existing in the normal e-mail can edit without changing the format of the e-mail such as adding special data to the header of the e-mail. Based on the subject data, an email reply process can be automatically assigned to an appropriate person in charge.
Further, according to the server 22, when the identification data C_ID of the parent mail is not included in the subject data of the received e-mail, the attribute of the e-mail body data is set as in step ST6 shown in FIG. Based on this, an appropriate person can be assigned.
In other words, the continuity email reply process obtained by the reply process can be assigned to the person in charge of the reply process of the email received in the past related to the email. On the other hand, an electronic mail reply process without continuity can be assigned to an appropriate person corresponding to the content based on the content of the body data.

Hereinafter, the process of reassigning the person in charge by the processing unit 44 will be described.
FIG. 5 is a flowchart for explaining the person-in-charge reassignment process performed by the processing unit 44 based on the program PRG.
The processing unit 44 identifies an e-mail that has not yet been returned after assigning a person in charge according to the procedure shown in FIG. 3 based on the progress status data PRD of the call data C_D, and the identified e-mail. The process shown in FIG.

Step ST11:
The processing unit 44 determines whether or not the e-mail for which the person in charge has been assigned has passed for a predetermined period since the person in charge was assigned to the e-mail. move on.

Step ST12:
The processing unit 44 performs a reply process on the electronic mail among the persons in charge of the field (group) assigned in advance to the attribute indicated by the attribute data PD of the call data C_D shown in FIG. 4 of the electronic mail. Sort the persons in charge other than those currently assigned to in order of increasing number.
Step ST13:
Based on the result of the sorting in step ST12, the processing unit 44 determines whether there are a plurality of persons in charge with the smallest number of possessions. If there are a plurality of persons in charge, the processing unit 44 proceeds to step ST14. .

Step ST14:
The processing unit 44 reassigns the person in charge with the smallest number of possessions to the person in charge with the oldest assignment date and time.
Step ST15:
The processing unit 44 reassigns the person in charge who is sorted in step ST12 to the person in charge with the smallest number of cases.

  As described above, according to the server 22, it is possible to perform the reply process quickly by reassigning the person in charge with respect to the electronic mail for which the reply process has not been processed.

Hereinafter, a screen provided to the person in charge of the reply processing of the received electronic mail will be described.
First, the person in charge operates his / her computer (not shown) to log in to the server 22, and subsequently, the identification data C_ID of the electronic mail (the received e-mail) he / she is in charge of By specifying on the screen (not shown), the processing unit 44 displays the call main screen MAIN shown in FIG.
At this time, the call main screen MAIN is in an initial state in which “call” is selected from the icons “call”, “mail / fax” and “related call” on the screen. Below that, an image corresponding to that is displayed.
As shown in FIG. 6, the call main screen MAIN displays various data shown in the call data C_D shown in FIG.

That is, as shown in FIG. 6, on the call main screen MAIN, “customer personal data” which is the personal data of the customer 2 who is the transmission source of the designated electronic mail (call), the designated electronic mail. “Call C_ID” which is identification data C_ID assigned to the mail and “Parent call C_ID” which is identification data C_ID of the parent mail of the designated electronic mail are displayed. The personal data indicates, for example, the name and age of the customer 2.
In addition, a “customer mail address” obtained based on the contact data TRD of the call data C_D shown in FIG. 4 is displayed on the call main screen MAIN. In the case of a facsimile call, “customer telephone (facsimile) number” is displayed.
In the call main screen MAIN, “person-in-charge data SD”, “progress data PRD”, “attribute data PD”, “subject data TD”, and “text data MD” of the call data C_D shown in FIG. Is displayed.
On the call main screen MAIN, as shown in FIG. 6, “Reply mail text data MD” of the designated electronic mail is displayed.

When the person in charge designates the icon “Mail / FAX” on the call main screen MAIN shown in FIG. 6, the processing unit 44 displays the call main screen MAINa shown in FIG. 7 on the display unit 43.
As shown in FIG. 7, icons “Create Reply”, “Create Transfer”, and “Create FAX” are displayed on the call main screen MAINa.
Further, on the call main screen MAINa, a “reply list”, “forwarding list”, “transmission fax list”, and “internal reply list” are displayed.
Here, in the “reply list”, a list of reply mails of the designated electronic mail is displayed.
In the “transfer list”, when an inquiry mail related to the designated electronic mail is transmitted to the expert 5, the list is displayed.
In the “transmission FAX list”, a list of facsimiles returned to the designated electronic mail is displayed.
In the “internal reply list”, a list of reply mails received from the expert 5 in response to the inquiry mail is displayed.

Next, when the person in charge designates the icon “reply creation” on the call main screen MAINa shown in FIG. 7, the processing unit 44 displays the reply screen RI shown in FIG. 8 on the display unit 43.
As shown in FIG. 8, on the reply screen RI, “identification data C_ID” of the designated electronic mail to be replyed, “identification data C_ID” of the reply mail, and “reply to” “Destination address of (Customer 2)”, “Reply mail subject data TD”, and “Reply mail text data MD” are displayed.
The person in charge operates the keyboard or the like to input the reply content in the “reply mail text data MD” on the reply screen RI.

At this time, the processing unit 44, based on the call data C_D shown in FIG. 4 of the designated electronic mail, includes the subject of the designated electronic mail in the subject data TD of the reply mail. The data TD (“XX” in FIG. 8), the identification data C_ID (“1000” in FIG. 8) of the parent mail of the designated electronic mail, and the position of the identification data C_ID are shown. A first identification mark (“#” in FIG. 8) is automatically assigned. The first identification mark is given before and after the identification data C_ID.
That is, when the designated electronic mail is a parent mail, the processing unit 44 automatically assigns identification data C_ID of the designated electronic mail in the subject data TD of the reply mail. This process corresponds to the fourth procedure of the first invention and the fourth step of the third invention. Moreover, the 4th means of 2nd invention is implement | achieved because the process part 44 performs the said process.
On the other hand, when the designated electronic mail is not a parent mail, the processing unit 44 automatically assigns the subject data TD of the designated electronic mail in the subject data TD of the reply mail. This process corresponds to the second procedure of the first invention and the second step of the third invention. Further, the processing unit 44 executes the processing, thereby realizing the second means of the second invention.
As described above, the identification mark “#” is added before and after the identification data C_ID of the parent mail so that the processing unit 44 can identify it in step ST4 shown in FIG.

When the reply mail is sent to the customer 2 and the customer 2 replies again, as described above, the computer 11 automatically converts the subject data in the received email into the subject data in the reply email of the email. Therefore, the identification data of the parent mail of the designated electronic mail is included in the subject data TD of the electronic mail returned from the customer 2 again. C_ID and the first identification mark (“# 1000 #” in FIG. 8) are included.
Therefore, in step ST4 shown in FIG. 3, the processing unit 44 determines that the identification data C_ID of the parent mail is included in the received subject data TD of the electronic mail, and proceeds to the process of step ST5. .

Hereinafter, a case where the person in charge makes an inquiry to the expert 5 regarding the electronic mail reply process that he is in charge of will be described.
When the person in charge designates the icon “create transfer” on the call main screen MAINa shown in FIG. 7, the processing unit 44 displays the transfer screen TI shown in FIG. 9 on the display unit 43.
As shown in FIG. 9, the transfer screen TI includes “identification data C_ID” of the designated electronic mail to be transferred, “identification data C_ID” of the transfer mail, and “transfer destination”. (Expert 5) 's destination address "," transfer mail subject data TD ", and" transfer mail text data MD "are displayed.
The person in charge operates the keyboard or the like to input the transfer contents in the “text data MD of transfer mail” on the transfer screen TI.

At this time, the processing unit 44, based on the call data C_D shown in FIG. 4 of the designated electronic mail, includes the subject data of the designated electronic mail in the subject data TD of the transfer mail. TD (“XX” in FIG. 8), identification data C_ID (“1000” in FIG. 9) of parent mail of the electronic mail (specified above) to be transferred, and the identification A second identification mark (“$” in FIG. 9) that is positioned before and after the data C_ID and that indicates a transfer mail (inquiry mail) is automatically given.
At the time of detection, based on the second identification mark “$”, the forward mail and the position of the identification data C_ID of the parent mail are detected.

  When the forwarding mail is transmitted to the expert 5 and the expert 5 replies with a reply, as described above, the computer 23 sends the subject data in the received email in the reply email of the email. Since the mail software automatically assigned in the subject data is used, the subject data TD of the electronic mail (answer mail) returned from the expert 5 is included in the identification data C_ID ( "1000" in FIG. 9) and second identification marks ("$" in FIG. 9) positioned before and after that.

Hereinafter, an example of an operation performed by the processing unit 44 based on the program PRG when making the inquiry to the expert 5 will be described.
FIG. 10 is a flowchart for explaining the operation.
Step ST31:
As described above, the processing unit 44 identifies the identification data C_ID (“1000” in FIG. 9) of the parent mail of the designated electronic mail and the electronic mail to be transferred. A transfer mail including the second identification data (“$” in FIG. 9) shown in the subject data TD is generated and transmitted to the computer 23 via the input / output unit 41.

Step ST32:
The processing unit 44 determines whether or not an electronic mail has been received. If it is determined that the electronic mail has been received, the processing unit 44 proceeds to step ST33.
Step ST33:
The processing unit 44 determines whether or not the second identification mark “$” is included in the designated electronic mail in the received electronic mail subject data TD. If it is determined that there is, the process proceeds to step ST34, and if not, the process returns to step ST32.

Step ST34:
The processing unit 44 associates the received electronic mail with the received electronic mail as a reply mail of the electronic mail transferred in step ST31.
For example, the received e-mail is added to the “internal reply list” on the call main screen MAINa shown in FIG.

  The person in charge performs a reply process for the designated electronic mail with reference to the content of the text data of the electronic mail received from the expert 5.

Hereinafter, a case where the customer 2 transmits an inquiry electronic mail to the service center 3 using the facsimile 12 will be described.
In response to the operation of the customer 2, the facsimile 12 transmits a facsimile describing the inquiry contents to the CTI server 21 of the service center 3.
The CTI server 21 generates a facsimile data file based on the facsimile data received from the facsimile 12 and outputs an e-mail with the file as an attached file to the server 22. The e-mail includes a telephone number of the facsimile 12, for example.

The processing unit 44 shown in FIG. 2 inputs the electronic mail from the CTI server 21 via the input / output unit 41, and assigns identification data C_ID to the electronic mail.
Next, the processing unit 44 detects a predetermined keyword from the facsimile data file attached to the input electronic mail, and generates attribute data indicating an attribute corresponding to the detected keyword.
Next, the processing unit 44 sends the assigned identification data C_ID, the generated attribute data PD, contact data TRD indicating the telephone number of the facsimile 12 shown in the electronic mail, and the facsimile data file. The call data C_D is generated in association with or associated with the body data MD indicating the link, the person-in-charge data SD to which the facsimile reply process is assigned, and the process progress data PRD for the facsimile.
The call data C_D has the same format as the call data C_D generated for the received electronic mail as shown in FIG. 4, and based on this, the person-in-charge assignment processing, reassignment processing, and reply described above are performed. Processing such as processing is handled centrally.
At this time, the processing unit 44 assigns the person in charge of the facsimile reply process, for example, using the telephone number of the sender of the facsimile 12 to manage the parent-child relationship of the facsimile communication using the call data C_D, In addition, based on the correspondence table data indicating the correspondence between the telephone number and the person in charge who has responded in the past, in step ST5 shown in FIG. 3, the reply of the facsimile is sent to the same person in charge as the person in charge in the past. Assign processing.
The processing unit 44 may determine that the person in charge of the facsimile reply process is assigned to the person in charge corresponding to the attribute based on the attribute data of the call data C_D.

  The processing unit 44 updates the call data C_D of the facsimile in accordance with the progress status of the person-in-charge assignment process and reply process for the facsimile described above.

Various screens shown in FIGS. 6 to 9 are also provided for the facsimile call data C_D generated as described above.
Then, according to the operation of the person in charge, the processing unit 44 displays the call main screen MAINa shown in FIG. 7 of the call data C_D of the facsimile on the display unit 43.
Then, when the person in charge designates the icon “FAX creation” shown in FIG. 7, the processing unit 44 displays the reply screen RI shown in FIG. 8 on the display unit 43.
At this time, “the telephone number of the facsimile 12 of the customer 2” is displayed instead of “the destination address of the reply destination” on the reply screen RI shown in FIG.
Further, in the “reply mail text data MD”, the person in charge displays a text or the like to be faxed to the customer 2 by operating a keyboard or the like. In other words, the person in charge edits the text to be facsimile using the “reply mail text data MD”.

When the person in charge inputs a text to be faxed using the reply screen RI and issues a transmission instruction, the processing unit 44 transmits a facsimile of the text to be faxed and the like input in the “text data MD of reply mail”. The electronic mail attached with the file data is output to the CTI server 21 via the input / output unit 41. The electronic mail includes, for example, the telephone number of the facsimile 12 based on the facsimile call data C_D.
The CTI server 21 generates facsimile transmission data based on the facsimile file data attached to the electronic mail input from the server 22 and transmits it to the facsimile 12 based on the telephone number.

When the customer 2 makes an inquiry to the service center 3 using the telephone 13, the operator 5 responds with the telephone 24 and inputs predetermined information to the computer 25 based on the contents of the call.
And the computer 25 produces | generates the call data C_D shown in FIG. 4 about the said inquiry by the telephone 13 based on the said input information.
The processing unit 44 processes the call data C_D of the inquiry by the telephone in the same manner as the call data C_D of the electronic mail described above.

  As described above, according to the server 22, even when the customer 2 makes an inquiry to the service center 3 using the facsimile 12 or the telephone 13, as in the case where the inquiry is made by e-mail using the computer 11, Reply processing can be performed centrally.

Second Embodiment
In the first embodiment described above, when the person in charge designates the icon “Create Reply” on the call main screen MAINa shown in FIG. 7, the processing unit 44 displays the reply screen RI shown in FIG. 8 on the display unit 43. Was illustrated.
That is, in the example shown in FIG. 8, the processing unit 44 uses the designated electronic mail in the subject data TD of the reply mail based on the call data C_D shown in FIG. Subject data TD (“XXX” in FIG. 8) of the electronic mail, identification data C_ID (“1000” in FIG. 8) of the designated electronic mail parent mail, and identification A first identification mark (“#” in FIG. 8) indicating the position of the data C_ID is automatically assigned.
On the other hand, in the present embodiment, for example, the processing unit 44 assigns identification data C_ID (“1001”) to the reply mail, and, as shown in FIG. 11, in the subject data TD of the reply mail. In addition to the identification data C_ID (“1000” in FIG. 8) of the parent mail shown in FIG. 8, the identification data C_ID (“1001” in FIG. 11) of the reply mail is given.
The processing unit 44 manages the correspondence between the identification data C_ID (“1001”) of the reply mail and the identification data C_ID (“1000”) of the parent mail using table data or the like.

In the present embodiment, the reply mail sent back by the customer 2 with respect to the reply mail includes the identification data C_ID (“1001”) of the reply mail.
Therefore, the processing unit 44 determines that the reply mail is a reply mail to the reply mail with the identification data C_ID (“1001”) based on the identification data C_ID (“1001”) of the received reply mail. Further, it can be determined that there is a relationship with the parent mail of the identification data C_ID (“1000”) based on the table data.

In the first embodiment described above, as described with reference to FIG. 9, the identification data C_ID (FIG. 9) of the parent mail of the electronic mail (transfer mail) to be transferred (designated above). The case of automatically giving “1000” in the above is illustrated.
On the other hand, in the present embodiment, for example, the processing unit 44 assigns identification data C_ID (“2000”) to the transfer mail, and in the subject data TD of the transfer mail as shown in FIG. In addition, the identification data C_ID (“2000” in FIG. 12) of the forwarded mail is assigned instead of the identification data C_ID (“1000” in FIG. 9) of the parent mail shown in FIG.
Further, the processing unit 44 manages the correspondence between the identification data C_ID (“2000”) of the transfer mail and the identification data C_ID (“1000”) of the parent mail using table data or the like.

In the present embodiment, the reply mail to which the specialization 5 sends a reply to the forwarded mail includes the forwarding mail identification data C_ID (“2000”).
Therefore, the processing unit 44 determines that the answer mail is a reply mail for the transfer mail of the identification data C_ID (“2000”) based on the identification data C_ID (“2000”) of the received reply mail. Further, it can be determined that there is a relationship with the parent mail of the identification data C_ID (“1000”) based on the table data.

  The present invention can be applied to a system that supports a reply process for a received electronic mail.

FIG. 1 is an overall configuration diagram of a communication system according to the first embodiment of the present invention. FIG. 2 is a block diagram of the processing unit shown in FIG. FIG. 3 is a diagram for explaining an operation for assigning a person in charge of a reply process for a received electronic mail, which is performed by the processing unit shown in FIG. 2 based on the program PRG. FIG. 4 is a diagram for explaining call data C_D stored in the storage unit shown in FIG. FIG. 5 is a diagram for explaining a person-in-charge reassignment process performed by the processing unit illustrated in FIG. 2 based on the program PRG. FIG. 6 is a diagram for explaining a call main screen displayed on the display unit by the processing unit shown in FIG. FIG. 7 is a diagram for explaining a call main screen displayed on the display unit by the processing unit shown in FIG. FIG. 8 is a diagram for explaining a reply screen displayed on the display unit by the processing unit shown in FIG. FIG. 9 is a diagram for explaining a transfer screen displayed on the display unit by the processing unit shown in FIG. FIG. 10 is a diagram for explaining an inquiry process to an expert performed by the processing unit illustrated in FIG. 2 based on the program PRG. FIG. 11 is a diagram for explaining a reply screen displayed on the display unit by the processing unit shown in FIG. 2 according to the second embodiment of the present invention. FIG. 12 is a diagram for explaining a transfer screen displayed on the display unit by the processing unit shown in FIG. 2 according to the second embodiment of the present invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Communication system, 2 ... Customer, 3 ... Service center, 6 ... Operator, 11 ... Computer, 12 ... Facsimile, 13 ... Telephone, 21 ... CTI server, 22 ... Server, 23 ... Computer, 24 ... Telephone, 25 ... Computer

Claims (17)

A program executed by a computer that sends and receives an e-mail with a communication destination that automatically assigns subject data in the received e-mail to subject data in a reply e-mail of the e-mail,
When the subject data of the email received from the communication destination includes identification data assigned by the computer to another email, the other email or the A first procedure for assigning a reply process of an electronic mail received from the communication destination to a person in charge who has previously performed a reply process on a reply mail based on another electronic mail;
The subject data of the email received from the communication destination is automatically given in the subject data of the email transmitted by the reply process by the person in charge assigned in the first procedure. A program that causes the computer to execute the procedure. When the subject data of the e-mail received from the communication destination does not include the identification data assigned to the other e-mail, the body data of the e-mail received from the communication destination or the A third procedure of detecting a predetermined keyword from the subject data and assigning a reply process of the electronic mail received from the communication destination to a person in advance associated with the detected keyword;
The identification data assigned to the email received from the communication destination is automatically given in the subject data of the email sent by the reply process assigned by the person in charge assigned in the third procedure. The program according to claim 1, further causing the computer to execute a procedure. In the second procedure, the identification data assigned to the email sent by the reply process is included in the subject data of the email sent by the reply process by the person assigned in the first procedure. Automatically grants more,
The program is
The program according to claim 1, further causing the computer to further execute a fifth procedure for associating the identification data assigned to the other electronic mail with the identification data assigned to the electronic mail transmitted by the reply process. The program according to claim 1, wherein the subject data is data that is permitted to be edited by a creator of the reply mail. For each of the electronic mails received from the communication destination, an attribute of the inquiry content by the electronic mail is specified by detecting a predetermined keyword from the body data of the electronic mail or the subject data. , Causing the computer to further execute a sixth procedure for generating call data indicating the identified attribute, the subject data of the email, and identification data assigned to the email,
The program according to claim 2, wherein the third procedure assigns the person in charge based on the attribute indicated by the call data generated in the sixth procedure. In the sixth procedure, contact data indicating the electronic mail address of the sender of the electronic mail received from the communication destination, body data of the electronic mail, and reply processing of the electronic mail are assigned. The call data indicating the person-in-charge data received and the progress status data of the reply process to the electronic mail,
A seventh procedure for updating the person-in-charge data and the progress status data in the call data generated in the sixth procedure according to the progress status of the person-in-charge assignment process and the reply process. The program according to claim 5, further executed. An eighth procedure for monitoring a progress status of the reply process by the person in charge who is assigned the reply process of the electronic mail by the first procedure or the third procedure;
If there is an unprocessed reply process even after a predetermined time has elapsed since the assignment of the person in charge in the first procedure or the third procedure, the person in charge who performs the reply process is reassigned. The program according to claim 2, further causing the computer to execute a ninth procedure. The ninth procedure includes:
Among the persons in charge in the field corresponding to the unprocessed reply process, the persons other than the person in charge to which the reply process is assigned are sorted in ascending order,
Among the sorted personnel, reassign to the personnel with the smallest number on hand,
The program according to claim 7, wherein when there are a plurality of the minimum persons in charge, reassignment is performed to the person in charge with the oldest assignment date and time. Assigned in the subject data of the electronic mail transmitted by the reply process by the person in charge according to the instruction of the person in charge to which the reply process is assigned in the first procedure or the third procedure The inquiry data to which the identification data and the inquiry identification data for identifying the identification data as the inquiry mail are given in the subject data is transmitted to a third party. Procedure and
When the identification data and the inquiry identification data are included in the subject data of the received electronic mail, the received electronic mail is used as a reply mail to the inquiry related to the identification data. The program according to claim 2, further causing the computer to further execute an eleventh procedure associated with the call data of the electronic mail received from the communication destination. The identification data assigned to the inquiry email, the location of the identification data, and the inquiry email according to the instruction of the person in charge who is assigned the reply process in the first procedure or the third procedure A twelfth procedure for transmitting to the third party the inquiry electronic mail in which the inquiry identification data for identifying the information is added in the subject data;
When the identification data assigned to the inquiry email and the inquiry identification data are included in the subject data of the received email, the received email is included in the inquiry email. The program according to claim 2, further causing the computer to execute a thirteenth procedure for associating with the inquiry mail as an answer mail. A fourteenth procedure for inputting an electronic mail attached with facsimile data from a CTI server;
A fifteenth procedure for assigning the identification data to the electronic mail inputted in the fourteenth procedure;
A sixteenth procedure for generating attribute data indicating the contents of the facsimile based on the facsimile data attached to the electronic mail input in the fourteenth procedure;
The identification data assigned in the fifteenth procedure, the attribute data generated in the sixteenth procedure, and the telephone number of the facsimile transmission source obtained based on the e-mail input in the fourteenth procedure. Call data indicating communication destination data, body data indicating a link to the facsimile data, person-in-charge data assigned to the facsimile reply process, and processing progress data for the facsimile. A seventeenth procedure to generate;
An eighteenth procedure for outputting, to the CTI server, an electronic mail attached with facsimile data generated by a reply process of the facsimile by the person in charge based on the call data generated in the seventeenth procedure; The program according to claim 6, further causing the computer to execute. In the seventh procedure, the person-in-charge data in the call data generated in the sixth procedure and the seventeenth procedure and the person-in-charge data generated in the seventeenth procedure according to the progress status of the person-in-charge assignment process and the reply process, The program according to claim 11, wherein the progress status data is updated. A nineteenth procedure for inputting an electronic mail in which facsimile data is attached from a CTI server and a telephone number of a facsimile transmission source is indicated;
A twentieth procedure for assigning the identification data to the electronic mail inputted in the nineteenth procedure;
Based on the correspondence data indicating the correspondence between the telephone number and the person in charge, a 21st assignment of the facsimile reply process to the person in charge corresponding to the telephone number indicated by the electronic mail input in the nineteenth procedure is performed. And the steps
Identification data assigned in the twentieth procedure, communication destination data indicating the telephone number acquired from the e-mail input in the nineteenth procedure, text data indicating a link to the facsimile data, A twenty-second procedure for generating call data indicating the person-in-charge data indicating the person in charge assigned in the step 21 and the progress status data of the processing with respect to the facsimile;
Based on the call data generated in the twenty-second procedure, an electronic mail attached with facsimile data generated by reply processing of the facsimile by the person in charge is added to the C
The program according to claim 6, further causing the computer to execute a twenty-third procedure output to a TI server. A computer that sends / receives e-mail to / from a communication destination that automatically assigns subject data in the received e-mail to subject data in the e-mail reply mail;
When the subject data of the email received from the communication destination includes identification data assigned by the computer to another email, the other email or the A first means for assigning a reply process for an electronic mail received from the communication destination to a person in charge who has previously performed a reply process on a reply mail based on another electronic mail;
The subject data of the email received from the communication destination is automatically given to the subject data of the email transmitted by the reply process assigned by the person in charge assigned by the first means. A computer having means. When the subject data of the e-mail received from the communication destination does not include the identification data assigned to the other e-mail, the body data of the e-mail received from the communication destination or the Third means for detecting a predetermined keyword from the subject data and assigning a reply process for the electronic mail received from the communication destination to a person in advance associated with the detected keyword;
The identification data assigned to the email received from the communication destination is automatically given in the subject data of the email sent by the reply process assigned by the person in charge assigned by the third means. The computer according to claim 14, further comprising: A data processing method that is performed by a computer that sends and receives an e-mail with a communication destination that automatically assigns subject data in a received e-mail to subject data in a reply e-mail of the e-mail,
When the subject data of the email received from the communication destination includes identification data assigned by the computer to another email, the other email or the A first step of assigning a reply process for an electronic mail received from the communication destination to a person in charge who has previously performed a reply process on a reply mail based on another electronic mail;
The subject data of the e-mail received from the communication destination is automatically given to the subject data of the e-mail transmitted by the reply process by the person assigned in the first step. A data processing method comprising: When the subject data of the e-mail received from the communication destination does not include the identification data assigned to the other e-mail, the body data of the e-mail received from the communication destination or the A third step of detecting a predetermined keyword from the subject data and assigning a reply process of the electronic mail received from the communication destination to a person in advance associated with the detected keyword;
The identification data assigned to the email received from the communication destination is automatically given to the subject data of the email sent by the reply process assigned by the person assigned in the third step. The data processing method according to claim 16, further comprising:

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