JP2006229418A - Cti multisite system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a CTI multisite system capable of suppressing cost increase in building a system. <P>SOLUTION: The CTI multisite system wherein a plurality of CTI systems are interconnected via a network is configured to include: an IP-PBX connected to a public line network, for totally receiving speech calls and installed in one optional CTI system; and a plurality of routers respectively connected to the CTI system provided with the IP-PBX through a dedicated line, each installed to each CTI system, and for transferring the speech calls received by the IP-PBX to the other CTI system corresponding to the arrival destination of the speech calls. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a CTI (Computer Telephony Integration) multi-site system that provides an advanced telephone service by combining an information processing function of a computer and a communication function of a telephone exchange.

  2. Description of the Related Art Conventionally, CTI systems that provide advanced telephone services by combining information processing functions of computers and communication functions of telephone exchanges are known. When the CTI system is used, contract information is automatically searched based on incoming call information (for example, a contract number inputted by a caller) obtained from a PBX (Private Branch Exchange), and a search result (for example, By displaying the sender's name, company name, department, etc.) on the screen, or searching the phone number database according to the screen display, it is possible to automatically call the desired party. Various services can be provided.

  An example of such a CTI system is a call center system described in Patent Document 1. The call center system described in Patent Document 1 has a function of storing voice during a call in a voice recording file or temporarily recording answering information. If necessary, the voice recording file is played back or interrupted. Information recording can be resumed. When an incoming call is congested, a message to that effect is displayed on the operator terminal, and the operator (recipient in charge) who sees the display clicks a predetermined position on the screen to save the stored voice recording. The load of the person in charge of reception can be leveled by making it possible to refer to files and response information.

As another example of the CTI system, Patent Document 2 discloses a CTI multi-site system in which a plurality of CTI systems are connected by a network. The CTI multi-site system described in Patent Document 2 includes a PBX device and a computer device connected thereto for each site (CTI system). Then, the computer device connected to the transfer source PBX device that has received the call calls records the telephone numbers of the caller and the callee as additional information. Further, it instructs the transfer source PBX device to transfer the corresponding telephone call to the transfer destination PBX device using a predetermined transfer telephone line. Further, the recorded additional information and the telephone number of the transfer telephone line are notified to the computer apparatus connected to the transfer destination PBX apparatus through the network. The computer device connected to the transfer destination PBX device acquires the telephone number of the transfer telephone line used for the transfer, and obtains the acquired telephone number and the telephone number of the transfer telephone line notified through the network. In comparison, if the two match, the transferred additional information is recorded as additional information of the received call. Such processing enables accurate notification of additional information to the transfer destination.
JP 2002-135430 A JP 2004-274269 A

  In the call center system described in Patent Document 1 described above, if all of the reception staff are busy, there is a problem that the caller waits for the call until any of the reception staff ends the call. For example, if all receptionists are working, a message indicating that there is a waiting call is displayed on the operator terminal, and if the reception information is being recorded, the work content is temporarily saved, thereby responding to the waiting call. Can promote. However, if the receptionist is actually answering another call, it is not possible to answer the new call without ending the answer or by temporarily interrupting and saving the contents of the response. Therefore, the caller waits for a call until any receptionist ends the call.

  On the other hand, since the CTI multi-site system described in Patent Document 2 requires a PBX device and a computer device connected thereto for each site, there is a problem that requires a large amount of cost for system construction.

  The present invention has been made to solve the above-described problems of the prior art, and an object thereof is to provide a CTI multi-site system capable of suppressing an increase in system construction cost.

  Another object of the present invention is to provide a CTI multi-site system capable of transmitting requirements to a call destination without causing a caller to wait even when all reception staff are unable to talk.

To achieve the above object, the CTI multi-site system of the present invention is a CTI multi-site system in which a plurality of CTI systems are connected via a network,
An IP-PBX installed in any one CTI system that is connected to the public network and accepts calls in a lump;
Installed for each CTI system, which is connected to a CTI system including the IP-PBX through a dedicated line, and transfers the call received by the IP-PBX to another CTI system corresponding to the destination of the call. Multiple routers
It is the structure which has.

At this time, the CTI system
A message file storing means for storing a message transmitted from a caller of the call,
The CTI server device
A call transfer means for transferring the received call to the corresponding CTI system of the destination of the call;
A message file generating means for storing, in the message file storage means, a message transmitted from a caller of the call when the person in charge of accepting the call cannot respond;
It is desirable that the configuration has

  In the CTI multi-site system configured as described above, an IP-PBX is provided in an arbitrary CTI system, and when there is a call call to another CTI system, the call call is made via a router connected by a dedicated line. By transferring the telephone call to the CTI system corresponding to the destination, the IP-PBX need not be provided for each CTI system.

  In addition, the CTI system includes message file storage means for storing a message transmitted from the caller of the call, and the CTI server device is incapable of answering the call when the person in charge of receiving the call cannot respond. By having a message file generating means for storing the message transmitted from the caller in the message file storage means, it is possible to save the caller's message when all the persons in charge are unable to talk.

  According to the present invention, since it is not necessary to provide an IP-PBX for each CTI system, an increase in system construction cost of the CTI multi-site system is suppressed.

  In addition, the CTI system includes message file storage means for storing a message transmitted from the caller of the call, and the CTI server device is incapable of answering the call when the person in charge of accepting the call cannot respond. By having a message file generation means for storing the message sent from the caller in the message file storage means, it becomes possible to save the caller's message when all the persons in charge of reception are unable to talk. The person can communicate the requirements to the call destination without waiting until the person in charge of the reception becomes able to make a call.

  Next, the present invention will be described with reference to the drawings.

  The CTI multi-site system according to the present invention is a CTI multi-site system having a plurality of sites connected via a network capable of accepting inquiries from users by telephone, using an IP-PBX installed at any one site. This is a call acceptance system that accepts all telephone calls in a lump and appropriately transfers the telephone calls to other sites at remote locations. Each site has its own router, which is connected by a dedicated line. When there is an incoming call to another site, the call is directly transferred to the IP telephone in the site via a dedicated line.

  In addition, when all the persons in charge of reception are unable to make a call in response to an inquiry from the user, the requirements of the caller can be recorded in a message file so that the message file can be referred from a remote site. .

  FIG. 1 is a block diagram showing a configuration example of a CTI multi-site system according to the present invention. The CTI multi-site system shown in FIG. 1 is an example composed of three sites (first site 10, second site 20, and third site 30). The number of sites is not limited to three and may be any number.

  As shown in FIG. 1, the first site 10 includes an IP (Internet Protocol) -PBX 1 connected to a public network, a CTI server 2, a data storage device 3 storing contract information for each user, a call call This is a configuration provided with a message file storage means 70 and a router 41 in which the message of the sender is recorded. The second site 20 includes a router 42, a file storage unit, and a file server 51, and the third site 30 includes a router 43, a file storage unit, and a file server 52.

  In the first site 10, for example, IP phones 81 and 82 and operator terminals 91 and 92 linked thereto are installed, and in the second site 20, an IP phone 83 and an operator terminal 93 linked thereto are installed. ing. In addition, in the third site 30, an IP phone 84 and an operator terminal 94 linked therewith are installed. 1 shows a configuration in which the first site 10 includes two IP telephones and an operator terminal, and the second site 20 and the third site 30 include one IP telephone and an operator terminal, respectively. However, any number of IP telephones and operator terminals may be used.

  The first site 10 and the second site 20 are connected by a dedicated line 61 via routers 41 and 42 included therein, and the first site 20 and the third site 30 are included in routers 41 and 43 included in the respective sites. Is connected by a dedicated line 62.

  The CTI server 2 installed at the first site is configured to include a contract determination unit 21, a call transfer unit 22, a message file generation unit 23, and a message file transfer unit 24. These means may be realized by an LSI or the like including a logic circuit, and have a CPU and a recording medium storing a program to be processed by the CPU, and are realized by processing of the CPU according to the program. May be.

  The message file generation means 23 stores the message of the caller in the message file storage means 70 at the request of the caller when all the persons in charge of accepting the call are unable to call. The message file storage means 70 is divided into a plurality of folders corresponding to each site, and the sender's message is stored in the corresponding folder of the call destination. In the present embodiment, the first message file is a folder for the first site 10, the second message file is a folder for the second site 20, and the third message file is the third site 30. It is a folder for.

  The message file storage means 74 in the second site 20 shown in FIG. 1 is a storage means for storing the second message file transferred from the first site 10, and the message in the third site 30. The file storage unit 75 is a storage unit for storing the third message file transferred from the first site 10.

  Next, the operation of the CTI multi-site system of this embodiment will be described with reference to FIGS.

  FIG. 2 is a flowchart showing a processing procedure from when the CTI server shown in FIG. 1 accepts a telephone call until the telephone call is completed. FIG. 3 is a flowchart showing the processing procedure of the contract determination means provided in the CTI server shown in FIG. 1, and FIG. 4 is a flowchart showing the processing procedure of the call transfer means provided in the CTI server shown in FIG. FIG. 5 is a flowchart showing the processing procedure of the message file generating means provided in the CTI server shown in FIG.

  As shown in FIG. 2, when the CTI server 2 accepts a telephone call via the IP-PBX 1, the CTI server 2 returns a greeting to the caller and an input request message for a contract number to the caller (step 201). When the contract number is received from the caller (step 202), the CTI server 2 checks the contract information of the caller by the contract determination means 21 (step 203). The procedure for checking contract information by the contract determination means 21 is as shown in the flowchart of FIG.

  As shown in FIG. 3, the contract determination means 21 first acquires call information from the IP-PBX 1 and acquires the contract number transmitted from the caller (step 301). Next, the contract information stored in the data storage device 3 is searched (step 302), and it is determined whether or not the acquired contract number has been registered (step 303).

  If the obtained contract number is not registered, it is determined that the contract number is invalid (step 304). When the obtained contract number is registered, user information corresponding to the contract number from the contract information, information on the person in charge of accepting an inquiry from the caller, call destination, base information (first site, second information Information for identifying the site and the third site) is obtained and stored (step 305), and the process is terminated. As a storage destination of such information, there is a storage unit (not shown) such as a hard disk device or a memory card provided in the data storage device 3 or the CTI server 2.

  If it is determined that the contract number is invalid as a result of the process in step 303 by the contract information determination unit 21, the CTI server 2 requests the caller to re-enter the contract number via the IP-PBX 1 (step 205). Returning to the process of step 202, the processes from step 202 to step 205 are repeated. If the contract number is registered, the call transfer means 22 transfers the call to the receptionist who receives the inquiry from the user corresponding to the contract number (step 206). The call transfer procedure by the call transfer means 22 is as shown in the flowchart of FIG.

  As shown in FIG. 4, the call transfer means 22 first receives, as information related to the caller and the callee, the contract number obtained from the caller, user information, and information on the person in charge of receiving the inquiry from the user (inquiry reception). (Person-in-charge information) and the like are acquired sequentially (steps 401, 402, and 403). These are information acquired and stored by the contract determination unit 21 in the process of step 305.

  Next, the operator terminal status of the person in charge corresponding to the contract number is checked (step 404), and it is determined whether or not the operator terminal is activated (step 405). If the operator terminal is not activated, the inquiry cannot be accepted (step 409). If the operator terminal is active, the contract number, user information, etc. are transmitted to the corresponding operator terminal for display, and the reception staff is notified that there has been an incoming call (step 406). At this time, the receptionist selects whether to accept the call on the screen of the operator terminal.

  The call transfer means 22 determines whether or not the receptionist accepts the call (step 407), and if the acceptance is rejected, the inquiry is not accepted (step 409). If the reception person does not refuse the call, the IP-PBX 1 is requested to report to the IP phone linked to the operator terminal of the reception person (step 408), and the process is terminated.

  The CTI server 2 receives the result of the processing by the call transfer means 22 and determines whether or not the person in charge of the reception can make a call (step 207). If a call is possible, the person in charge of the reception makes a call with the caller (step 208), so the CTI server device 2 ends the process. If the person in charge of the reception cannot communicate with the caller, the CTI server 2 transmits a message recording promotion message to the caller via the IP-PBX 1 (step 209), and the message file generation means 23 as shown in FIG. The message file generating process is executed by (step 210).

  As shown in FIG. 5, the message file generating means 23 first performs a message recording process of the caller to generate a message file body (step 501).

  Next, as the information to be added to the message file, information on the type of the site to which the message is to be transferred (first site 10 / second site 20 / third site 30) is obtained (step 502). This base type information is information acquired and stored in the process of step 305 by the contract determination unit 21.

  Next, the acquired base type information is added to the message file (step 503), and the message file including the additional information is stored in a folder defined for each site (base) in the CTI server 2 (step 504). End the process.

  The above is the processing procedure from receiving a call to completing the call.

  Next, a process for transferring the message file generated at the first site 10 to another site (the second site 20 or the third site 30) will be described with reference to FIG. 1 and FIG. .

  The process of transferring the message file to another site is executed by the message file transfer means 24. The message file transfer means 24 is periodically activated as a task of the CTI server 2.

  FIG. 6 is a flowchart showing the processing procedure of the message file transfer means provided in the CTI server shown in FIG. 6 shows an example in which the message file for the first site 10 is transferred to the second site 20, but the same applies to the case where the message file of the first site 10 is transferred to the third site 30. May be performed.

  As shown in FIG. 6, the message file transfer means 24 first checks whether there is a recorded message (message file) in the folder for the second site 20 (step 601). Ends the process. If the message file exists, the message file is transferred to the message file storage means 74 of the file server 51 installed at the second site 20 (step 602). Then, it is checked whether or not the message file transfer process has been completed normally (step 603). If a transfer error has occurred, an error notification mail is transmitted to the transfer destination (step 604) and the process is terminated. . If no message file transfer error has occurred, the message file in the transfer source folder is moved to, for example, another backup folder (step 605).

  Next, the folder list of the message file storage means 74 is acquired from the file server 51 installed at the second site 20 (step 606), and it is checked whether or not a message file exists in the folder list (step 606). 607).

  If there is no message file in the folder, after waiting for a predetermined time (step 608), the process returns to step 606. If there is a message file in the folder, since the message file has been transferred, an e-mail for notifying the presence of the message file is sent to the operator terminal at the transfer destination site (step 609). finish.

  As described above, according to the CTI multi-site system of the present invention, an IP-PBX is provided in an arbitrary CTI system, and when there is a call to another CTI system, the router is connected via a dedicated line. Thus, by transferring the call to the CTI system corresponding to the destination of the call, it becomes unnecessary to provide an IP-PBX for each CTI system. Therefore, an increase in system construction cost of the CTI multi-site system is suppressed.

  In addition, the CTI system includes message file storage means for storing a message transmitted from the caller of the call, and the CTI server device is incapable of answering the call when the person in charge of receiving the call cannot respond. By having a message file generating means for storing the message transmitted from the caller in the message file storage means, it is possible to save the caller's message when all the persons in charge are unable to talk. Therefore, the caller can communicate the requirements to the callee without waiting until the person in charge of the reception becomes available.

  Furthermore, the message file storage means is provided with a folder for storing a message corresponding to each site, and the message file storage means is periodically checked by the message file transfer means, and if there is a message, the network is connected to the corresponding site. The message of the caller can be referred from a remote site by transferring the message via the remote site.

It is a block diagram which shows one structural example of the CTI multi-site system of this invention. It is a flowchart which shows the process sequence after a call is completed after the CTI server shown in FIG. 1 receives a call. It is a flowchart which shows the process sequence of the contract determination means with which the CTI server shown in FIG. 1 is provided. It is a flowchart which shows the process sequence of the call transfer means with which the CTI server shown in FIG. 1 is provided. It is a flowchart which shows the process sequence of the message file production | generation means with which the CTI server shown in FIG. 1 is provided. It is a flowchart which shows the process sequence of the message file transfer means with which the CTI server shown in FIG. 1 is provided.

Explanation of symbols

1 IP-PBX
2 CTI Server 3 Data Storage Device 21 Contract Determination Unit 22 Call Transfer Unit 23 Message File Generation Unit 24 Message File Transfer Unit 41, 42, 43 Router 51, 52 File Server 70, 74, 75 Message File Storage Unit 81, 82, 83 , 84 IP telephone 91,92,93,94 Operator terminal

Claims (5)

A CTI multi-site system in which a plurality of CTI systems are connected via a network,
An IP-PBX installed in any one CTI system that is connected to the public network and accepts calls in a lump;
Installed for each CTI system, which is connected to a CTI system including the IP-PBX through a dedicated line, and transfers the call received by the IP-PBX to another CTI system corresponding to the destination of the call. Multiple routers
CTI multi-site system with A CTI system comprising the IP-PBX is:
A data storage device for storing pre-registered contract information for each user;
When the call is accepted, a contract number transmitted from the call call source is obtained, the contract information stored in the data storage device is searched based on the contract number, and the destination of the call is received. A CTI server device for acquiring information for identifying a corresponding CTI system of
The CTI multi-site system according to claim 1, comprising: The CTI system includes:
A message file storing means for storing a message transmitted from a caller of the call,
The CTI server device
A call transfer means for transferring the received call to the corresponding CTI system of the destination of the call;
A message file generating means for storing, in the message file storage means, a message transmitted from a caller of the call when the person in charge of accepting the call cannot respond;
The CTI multisite system according to claim 2, comprising: The message file storage means
A folder for storing the message corresponding to each CTI system;
A message file transfer means for periodically checking the message file storage means and, if the message exists, transferring the message to the CTI system corresponding to the stored folder via the network;
The CTI multi-site system according to claim 3. The message file transfer means includes:
5. The CTI multi-site system according to claim 4, wherein when the message transfer is completed, an e-mail for notifying the presence of the message is transmitted to the transfer destination CTI system.

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