JP2007243657A - Information providing apparatus - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To improve usability of a user who intends to make a telephone call to a call center etc. <P>SOLUTION: Each of operator terminals 1-1 to 1-n is designed to register an operator state into a server device 4 at real time in every detection about whether an operator is being in a busy state or a free state etc. The server device 4 is designed to manage the operator state of these operators 1-1 to 1-n, and to provide the state on a WEB page accompanied with a telephone number of a service destination. A user terminal 5 is designed to select whether or not making a telephone call after confirming a confused state of the call center on the WEB page, whether or not making a telephone call to a service which is in the free state even if charging is to be required, etc. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to an information providing apparatus using a multimedia terminal including VoIP (Voice over IP).

2. Description of the Related Art In recent years, call centers that respond to various inquiries on services provided by companies by telephone have become widespread. In a call center, outgoing calls from users may be concentrated, and various techniques have been proposed so far in order to avoid concentrated outgoing calls (see, for example, Patent Documents 1, 2, and 3). .
JP 2004-297612 A JP 2003-143301 A JP 2002-368897 A

  Conventionally, however, a user who makes a call to a call center or the like does not know the congestion status of the operator in advance, so he / she makes a phone call and confirms whether or not the connection is possible using a BT sound or guidance. In that case, there was a problem that it was necessary to continue to wait with the phone connected without knowing when it would turn.

  Further, when the user makes a new call, it is necessary to wait again at the end of the waiting order, which causes the user to be dissatisfied. On the other hand, the company that operates the call center also has a problem that when the number of telephone calls concentrates and exceeds the allowable number, a new telephone call cannot be accepted and an access opportunity from the user is missed.

  The present invention has been made in view of such circumstances, and an object thereof is to provide an information providing apparatus capable of improving the convenience of a user who makes a call to a call center or the like.

  In order to solve the above-described problems, the present invention provides an information providing apparatus that provides services to a user from a plurality of operators, and includes a group management unit that distributes the plurality of operators according to purpose and manages them in units of groups. The operator status acquisition means for acquiring the status of the plurality of operators, and the congestion degree related to service provision for each group managed by the group management means based on the operator status acquired by the operator status acquisition means. Congestion degree acquisition means to be acquired, and information presentation means for presenting the congestion degree acquired by the congestion degree acquisition means to the user terminal used by the user for each group managed by the group management means It is characterized by doing.

  The present invention is characterized in that, in the above invention, the group management means allocates the plurality of operators to a plurality of groups according to the necessity or urgency of the user.

  According to the present invention, in the above invention, any one of the operators is in an idle state based on the idle waiting registration means for registering a user who should provide the service preferentially and the operator status acquired by the operator status acquisition means. And waiting user notification means for notifying an operator who has entered the idle state so as to notify the user registered by the idle waiting registration means.

  According to the present invention, in the above invention, based on statistical information including the congestion level acquired by the congestion level acquisition unit, a waiting time calculation unit that calculates a waiting time until any one of the operators becomes idle; Waiting time notifying means for notifying a waiting user of the waiting time calculated by the waiting time calculating means is provided.

  The present invention is characterized in that in the above invention, participation request means for requesting participation of an operator terminal of an operator in a standby state among the plurality of operators to participate in a service providing service is provided.

  According to the present invention, in the above invention, in response to the participation request by the participation request unit, the present invention further includes a determination unit that determines whether or not the operator who has made the participation request participates, and the participation request unit includes If it is determined not to do so, a request for participation is made to the operator terminal of the next candidate operator.

  According to the present invention, the group management means distributes a plurality of operators according to purposes and manages them in groups, the operator status acquisition means acquires the status of the plurality of operators, and the congestion level acquisition means determines the operator status. Based on this, the degree of congestion related to service provision is acquired for each group, and the degree of congestion is presented to the user terminal used by the user for each group by the information presentation means. Therefore, since it is possible to make a call after confirming the congestion situation in advance, it is possible to eliminate the dissatisfaction of the user who waits indefinitely even if a call is made, and improve the convenience of the user who makes a call to a call center etc. The advantage that it can be made is obtained.

  Further, according to the present invention, a plurality of operators are assigned to a plurality of groups according to the necessity or urgency of the user by the group management means. Therefore, the congestion status can be confirmed in units of groups according to the user's necessity or urgency, so that the convenience of the user who makes a call to a call center or the like can be improved.

  Further, according to the present invention, the idle waiting registration means registers the users who should provide the service preferentially, and the waiting user notification means determines that any one of the operators has become idle based on the operator's situation. In such a case, the operator who has become available is notified so as to notify the registered user. Therefore, by having users register for waiting time during busy hours, companies that operate call centers can avoid the peak and increase the usage rate, and improve the convenience of users who make calls to call centers. The advantage that it can be made is obtained.

  Further, according to the present invention, the waiting time calculating means calculates the waiting time until one of the operators becomes idle based on the statistical information including the congestion degree acquired by the congestion degree acquiring means, and waits for The time notification means notifies the waiting user of the waiting time. Therefore, since it is possible to know how long to wait even in the waiting state, there is an advantage that the dissatisfaction of the user can be solved.

  In addition, according to the present invention, the participation request means makes a request for participation in a service providing service to an operator terminal of an operator in a standby state among a plurality of operators. Therefore, there is an advantage that the required number of operators can be secured in a short time and can be flexibly dealt with according to the congestion situation.

  Further, according to the present invention, the determination means determines whether or not the operator can participate in the participation request, and if it is determined not to participate, the participation request means makes a participation request to the operator terminal of the next candidate operator. . Therefore, there is an advantage that the required number of operators can be secured in a short time and can be flexibly dealt with according to the congestion situation.

Hereinafter, a call center system according to an embodiment of the present invention will be described with reference to the drawings.
FIG. 1 is a block diagram showing a configuration of a call center system according to an embodiment of the present invention. In the figure, operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n have a presence function (PUA (Presence User Agent) function) for detecting an operator's state, a text It has a messenger application that has an instant messenger function (IM (Instant Messenger) function) that performs communication using information such as, and a function (SIP (Session Initiation Protocol) function) that performs voice communication via the Internet using the VoIP function. Terminal.

  The operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n are used by operators who directly provide various services to users. When the operator activates the messenger application of the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n, the PUA function, IM function, SIP function, etc. of the messenger application provide the Internet. The current operator status is notified to the server device (call center) 4 via a communication line such as 6.

  Here, the operator status includes a waiting state where the operator is temporarily providing service to the user by the corresponding messenger application (serving), a vacant state, or a temporary break from work due to a break, etc. It is information indicating a state and the like. The operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n notify the server device 4 of the current operator status. More specifically, the messenger application includes a predetermined operation (such as clicking a connection button) performed by the operator when answering a telephone call from the user, or a predetermined operation (disconnection) performed when the response is completed. When a predetermined operation (such as clicking a break button) performed to enter a break is detected, the server apparatus 4 is notified of the operator status corresponding to the operation.

  The operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n are grouped according to service types provided to users. Here, as the service type, the user can set a free call charge free service (for example, toll-free (registered trademark)) that the user does not bear a charge according to the necessity of receiving the service or the urgency, and the call charge by the user. A call charge burden service to be borne, and a type of information amount billing service (for example, Navi Dial (registered trademark)) in which the user bears a charge for value-added information in addition to the call charge are assumed.

  In the illustrated example, the operator terminals 1-1 to 1-n belong to one group (for example, free call charge free service), and the operator terminals 2-1 to 2-n have another group (for example, call charge). The operator terminals 3-1 to 3-n belong to another group (for example, an information amount charging service). Since the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n are capable of making calls using the SIP function of the messenger application, the locations of the terminals and operators are For example, the operator can respond at home. In addition, in order for the user to enjoy each service, it is only necessary to call the representative telephone number set for the service. Congestion status and representative telephone number are included.

  Next, the server device (call center) 4 is connected to the Internet 6 and is operated by a company that provides a call center service. The server device 4 obtains the operator status using the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n in real time, and indicates the congestion status of the operator (operator terminal). And the operator's congestion status and representative telephone number are presented to the user terminal 5 by WEB. Moreover, the server apparatus 4 changes the user terminal 5 to the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n in response to a request from the user using the user terminal 5. It connects, registers idle waiting according to a request from the user, presents a waiting time to the user terminal 5, and provides various services. The detailed configuration of the server device 4 will be described later.

  The user terminal 5 is connected to the Internet 6, a WEB browser function for browsing an operator connection destination (telephone number), an operator congestion status, etc. on the WEB provided by the server device 4, and the browsing operator connection destination A communication function (for example, a configuration including software including a SIP function and hardware such as a microphone and headphones).

  Next, FIG. 2 is a block diagram showing the configuration of the server device (call center) described above. In the figure, the server device 4 is largely composed of a PA function unit 7, a PUA function unit 8, and a WEB function unit 9. The PA function unit 7 includes a communication unit 7-1, an operator status processing unit 7-2, and an operator status information DB (database) 7-3. The communication unit 7-1 receives messages from the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n via the Internet 6, and a PUA function unit 8 to be described later. While receiving a message to be transmitted to acquire the operator status, messages to the operator terminals 1-1 to 1-n, 2-1 to 2-n, 3-1 to 3-n, and the PUA function unit 8 Send a message to The operator status processing unit 7-2 is an operator that transmits in real time each time the PUA function of each of the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n is detected. According to the situation, information indicating whether each operator is in a busy state, a free state, or a standby state is held in the operator state information DB 7-3.

  Next, the PUA function unit 8 includes a communication unit 8-1, a congestion status processing unit 8-2, an operator congestion information DB 8-3, a group information DB 8-4, an idle waiting user processing unit 8-5, and a waiting time processing unit 8. -6, comprising user information DB 8-7. The communication unit 8-1 includes operator statuses from the PA function unit 7, operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n via the PA function unit 7. While receiving a message from the mobile phone, it transmits / receives a message to / from the PA function unit 7 and transmits browsing information to the WEB function unit 9.

  The congestion status processing unit 8-2 calculates the operator congestion status in units of groups according to the operator status acquired from the PA function unit 7 and stores it in the operator congestion information DB 8-3. Then, it transmits to the WEB function part 9 mentioned later. The operator congestion information DB 8-3 stores, for each operator (operator terminal), the operator status such as whether it is in a busy state, a free state, or a standby state. The group information DB 8-4 stores group information including a group to which the operator belongs, a group telephone number, and the like.

  The idle waiting user processing unit 8-5 receives user information (telephone number, name, etc.) in the order in which idle waiting registration is performed, when all operators are in a busy state and there are no idle operators (group unit). And the desired group (service) are registered in the user information DB 8-7, and when the operator becomes empty, the operator terminals 1-1 to 1-n, 2-1 to 2-n, 3- 1 to 3-n is notified that there is a waiting user, and priority is given to the corresponding user from the operator terminals 1-1 to 1-n, 2-1 to 2-n, and 3-1 to 3-n. In addition, a process for providing a service by making a phone call actively and actively.

  The waiting time processing unit 8-6 statistically calculates, from the past history, how long the operator is idle for each group. For example, the waiting time is notified by voice to a user who has made a call when there is no available state, or displayed on a WEB page described later. The user information DB 8-7 stores user information (telephone number, name, etc.) of the user who has performed the idle registration, and a desired group telephone number.

  Next, the WEB function unit 9 includes a communication unit 9-1, a WEB processing unit 9-2, and a WEB information DB 9-3. The communication unit 9-1 receives the congestion status transmitted from the above-described congestion status processing unit 8-2 of the PUA function unit 8 or accepts access from the user terminal 5 via the Internet 6. The WEB processing unit 9-2 stores the received congestion status in the WEB information DB 9-3 and provides the congestion status stored in the WEB information DB 9-3 on the WEB page to the user terminal 5 that has accessed the congestion status. To do.

  Next, the operation of the above-described embodiment will be described. In the following operations, terminals used by the operator are assumed to be operator terminals 1-1 to 1-3, and are described as A, B, and C, respectively, in order to simplify the description.

(Congestion information presentation process)
First, the congestion information presentation process will be described. Here, FIG. 3 is a conceptual diagram for explaining the operation (congestion information presentation processing) of the call center system according to the present embodiment. Each time the operator terminal 1-1 to 1-n detects an operator situation such as whether the operator is in a busy state or an empty state, the operator terminals 1-1 to 1-n register in the server device 4 in real time. The server device 4 manages the operator status of these operators 1-1 to 1-n for each group (= service) and presents them on the WEB page 10 together with the telephone number of the service destination. The user terminal 5 can select whether or not to make a call after confirming the congestion status of the call center on the WEB page 10, or whether to make a call to a service that is free even if there is a charge. .

  Next, the above-described congestion information presentation process will be described in detail. Here, FIG. 4 is a sequence diagram for explaining the operation (congestion information presentation processing) of the call center system according to the present embodiment. First, the PUA function unit 8 sends the SUBSCRIBE (A) to the PA function unit 7 in order to obtain the operator status of the operator terminals 1-1 (A), 1-2 (B), and 1-3 (C). ), SUBSCRIBE (B) and SUBSCRIBE (C) are transmitted (Sa1). As a result, the PA function unit 7 is configured to notify the PUA function unit 8 of the operator status acquired from the operator terminals 1-1 (A), 1-2 (B), and 1-3 (C).

  Next, in the operator terminals 1-1 to 1-3, the operator clicks the “connect button” of the SIP function of the messenger application activated in the operator terminals 1-1 to 1-3, and all the operators are responding. (Sa2). The PUA function of the operator terminals 1-1 to 1-3 notifies the PA function unit 7 that it is in the “working state” by REGISTER (A), REGISTER (B), and REGISTER (C) ( Sa3). In place of REGISTER, PUBLISH, which is a method used for updating the presence information, may be used.

  When the PA function unit 7 receives REGISTER (A), REGISTER (B), and REGISTER (C) from the PUA functions of the operator terminals 1-1 to 1-3, the operator status processing unit 7-2 causes the operator status information DB 7 to be received. -3, it is recorded that all of the operator terminals 1-1 to 1-3 are in the receiving state (Sa4). Next, the PA function unit 7 sends NOTIFY (A), (B), and (C) to the PUA function unit 8 indicating that all of the operator terminals 1-1 to 1-3 are in response. Notification is made (Sa5).

  When the PUA function unit 8 receives NOTIFY (A), (B), and (C) indicating that all of the operator terminals 1-1 to 1-3 are in response, the congestion status processing unit 8-2 The operator's congestion status (in this case, all being handled = no vacancy) is stored in the operator congestion information DB 8-3 (Sa6). Next, the PUA function unit 8 uploads the congestion status of the operator to the WEB function unit 9 (Sa7). In the WEB function unit 9, the WEB processing unit 9-2 stores the WEB page in which all the members are responding (no space is available) in the WEB information DB 9-3 according to the congestion status of the operator (Sa 8).

  On the other hand, in order to enjoy the service of the call center, the user accesses the server device 4 through the WEB browser of the user terminal 5 in order to view the telephone number for enjoying the service and the congestion status thereof. That is, the user terminal 5 accesses the WEB function unit 9 of the server device 4 through the WEB browser (Sa9). At this time, since the congestion status of the operator is “all in service = no space available”, the WEB page 20 as shown in the figure is displayed on the user terminal 5. In the example shown in the figure, the telephone number of each service, whether the service is free or paid, and “black circle”, “all in service = no space available” are displayed. The user can recognize at a glance by looking at the WEB page 20 that all services are currently being serviced and that they will not be answered immediately, i.e., will be kept waiting even if they call the desired service.

  On the other hand, at the operator terminal 1-1 (A), the response by the operator is finished, and the “disconnect button” of the SIP function of the messenger application activated on the operator terminal 1-1 (A) is clicked to shift to an empty state. Then (Sa10), the PUA function of the operator terminal 1-1 (A) notifies the PA function unit 7 of REGISTER (A) indicating that the operator terminal 1-1 (A) has shifted to the free state (Sa11).

  When the PA function unit 7 receives REGISTER (A) from the operator terminal 1-1 (A), the operator status processing unit 7-2 frees the operator terminal 1-1 (A) in the operator status information DB 7-3. The state is recorded (Sa12). Next, the PA function unit 7 notifies the PUA function unit 8 of NOTIFY (A) indicating that the operator terminal 1-1 (A) is in an empty state (Sa13).

  When the PUA function unit 8 receives NOTIFY (A) indicating that the operator terminal 1-1 (A) is in an empty state, the congestion state processing unit 8-2 causes the congestion state of the operator (in this case, the operator terminal 1). -1 (A) = vacant) is stored in the operator congestion information DB 8-3 (Sa14). Next, the PUA function unit 8 uploads the congestion status of the operator (operator terminal 1-1 (A) = empty) to the WEB function unit 9 (Sa15). In the WEB function unit 9, the WEB processing unit 9-2 saves a WEB page in the WEB information DB 9-3 indicating that the operator terminal 1-1 (A) is in an empty state and the other is in a busy state according to the congestion status of the operator. (Sa16).

  In this situation, when the user accesses the server device 4 by the WEB browser of the user terminal 5 in order to view the telephone number for receiving the service and the congestion status in order to enjoy the service of the call center (Sa17). Since the operator terminal 1-1 (A) is in an empty state (assuming that the operator terminal 1-1 belongs to the “Navi Dial (registered trademark)” group), the WEB page 21 as shown in FIG. Will be displayed. In the example shown in the figure, the navigation dial becomes “white circle”, and “free” is displayed. The user can recognize at a glance from the WEB page 21 that there is a vacancy in the service of the Navi Dial (registered trademark) and that there is no vacancy in the others.

(Waiting waiting registration process)
Next, the idle waiting registration process will be described. Here, FIG. 5 is a conceptual diagram for explaining the operation (empty waiting registration process) of the call center system according to the present embodiment. As described above, the user can recognize at a glance the congestion status of the desired service from the WEB page provided by the WEB function unit 9 of the server device 4. Here, when there is no vacancy in the desired service, registration for waiting for vacancy can be performed so that a call can be received from the operator of the service when the vacancy occurs in the service.

  First, when the user confirms that the desired service is not available, the idle waiting registration web page 11 shown in the figure is displayed, and the desired service check box is checked (clicked with the mouse) to register the waiting waiting registration. Instruct. In the user terminal 5, an idle waiting registration is transmitted to the server device 4. When the server device 4 receives the idle registration, the server device 4 transmits a call notification to the operator terminal 1-1 that has shifted to the empty state. The operator terminal 1-1 calls the user terminal 5 of the user who has been registered for waiting according to the call notification. Since the user receives a call from the call center (operator) side by registering for waiting for vacancy, it is not necessary to check on the WEB page whether the vacant state has been reached.

  Next, the idle waiting registration process described above will be described in detail. Here, FIG. 6 is a sequence diagram for explaining the operation of the call center system according to the present embodiment (empty waiting registration process). In addition, in the operator terminals 1-1 to 1-3, the operator clicks the “connect button” of the SIP function of the messenger application activated in the operator terminals 1-1 to 1-3, and all the operators are responding. (Sb1). Therefore, in the WEB function unit 9, the WEB processing unit 9-2 stores a WEB page in the WEB information DB 9-3 in response to the operator's congestion status (Sb2). Therefore, when the user terminal 5 accesses the WEB function unit 9 of the server device 4 by the WEB browser (Sb3), the congestion status of the operator is “all in service = no available” on the WEB page 22 as illustrated. Will be displayed.

  Therefore, the user terminal 5 displays the idle waiting registration web page 23 shown in the figure, and operates the mouse or the like to click the checkbox of the desired service to instruct the idle waiting registration (Sb4). ). In the example shown in the figure, “Free Dial (registered trademark)” is checked to register for waiting. When the WEB function unit 9 accepts the waiting registration from the user terminal 5, it notifies the PUA function unit 8 (Sb5). In the PUA function unit 8, the user information (telephone number, name, etc.) of the user who registered for waiting and the desired group information (service) are registered in the user information DB 8-7 by the waiting user processing unit 8-5. (Sb5).

  Then, in the operator terminal 1-1 (A), the response by the operator is finished, and the “disconnect button” of the SIP function of the messenger application activated on the operator terminal 1-1 (A) is clicked to shift to the empty state. Then (Sb6), the PUA function of the operator terminal 1-1 (A) notifies the PA function unit 7 of REGISTER (A) indicating that it has shifted to the empty state (Sb7).

  When the PA function unit 7 receives REGISTER (A) from the operator terminal 1-1 (A), the PA function unit 7 notifies the PUA function unit 8 of NOTIFY (A) indicating that the operator terminal 1-1 (A) is in an empty state. ) Is notified (Sb8). The PUA function unit 8 acquires user information (telephone number, name, etc.) and desired group information (service) of the user who has registered for waiting for vacancy from the user information DB 8-7 (Sb9). In response, MESSAGE (empty notification) is transmitted (Sb10). In contrast, the PA function unit 7 transmits MESSAGE (empty notification) to the user terminal 5 (Sb11). As a result, the user terminal 5 receives information indicating that the operator is in an empty state and notifies the user of the information, thereby notifying that a call is received from the call center (operator) side. (Call back notification).

  When the PUA function unit 8 obtains user information (telephone number, name, etc.) and desired group information (service) of the user who has registered for waiting waiting from the user information DB 8-7 in Sb9, the PUA function unit 8 enters a free state. The MESSAGE (waiting user notification) is sent to the operator terminal 1-1 (A) informing that there is a waiting user (Sb12). When the operator terminal 1-1 receives MESSAGE (waiting user notification), it returns a 200 OK (arrival OK) message (Sb13). Next, the IM function of the operator terminal 1-1 displays a screen for notifying the operator by the MESSAGE (waiting user notification). When the operator selects outgoing call on the screen, the SIP function of the operator terminal 1-1 identifies the user terminal 5 that has performed free registration based on the outgoing number included in MESSAGE (waiting user notification). An INVITE (call) is transmitted to the user terminal 5 and a call is made to the user terminal (Sb14). Since the user receives a call from the call center (operator) side by registering for waiting for vacancy, it is not necessary to check on the WEB page whether the vacant state has been reached.

(New operator addition process)
Next, a new operator addition process will be described. Here, FIG. 7 is a conceptual diagram for explaining the operation (new operator addition processing) of the call center system according to the present embodiment. Here, when the congestion status of operator terminals belonging to a certain group satisfies a certain condition, for example, when a certain time threshold is exceeded, i.e., all are in a busy state, it is quite easy to move to a free state and newly When it is impossible to respond to the user, a request for participation can be made to an operator in a standby state (for example, an operator in an out-of-shift state or an operator in a resting state).

  First, the server device 4 determines whether the congestion status of operator terminals belonging to a certain group has exceeded a predetermined threshold (utilization rate) for a certain period of time. If the congestion has exceeded a certain period of time, for example, two operators are increased. Therefore, a participation request is transmitted to the operator terminal 1-8 of the waiting operator. In the operator terminal 1-8, when the operator accepts the participation in response to the participation request, the server device 4 registers the operator terminal 1-8 in an empty state. Further, for example, when there is no response within a predetermined time even if a participation request is made, such as the operator terminal 1-9, a participation request is transmitted to the next operator terminal 1-10, and the participation request is answered. When the participation is accepted, the operator terminal 1-10 is registered in an empty state.

  Next, the above-described new operator addition process will be described in detail. Here, FIG. 8 is a sequence diagram for explaining the operation (new operator addition processing) of the call center system according to the present embodiment. In addition, in the operator terminals 1-1 to 1-3, the operator clicks the “connect button” of the SIP function of the messenger application activated in the operator terminals 1-1 to 1-3, and all the operators are responding. (Sc1). In this state, the PUA function unit 8 determines whether the congestion status (utilization rate) exceeds the threshold for a certain period of time (Sc2). If the threshold is exceeded for a certain period of time, one person is requested to participate. Therefore, a MESSAGE (participation request) is transmitted to the PA function unit 7 (Sc4). The PA function unit 7 transmits the MESSAGE (participation request) to the operator terminal 1-9 currently in a standby state (Sc5). When the operator terminal 1-9 receives MESSAGE (participation request), the operator terminal 1-9 returns a message of 200 OK (arrival OK) (Sc6). Next, the operator terminal 1-9 displays information indicating that MESSAGE (participation request) has been received on the screen by the IM function. In this case, it is assumed that the operator of the operator terminal 1-9 does not respond because the operator is not present and cannot participate, or even if the operator is present, the operator cannot participate due to circumstances.

  In the PUA function unit 8 of the server device 4, since there is no response of MESSAGE (participation OK) from the operator terminal 1-9, it is determined that participation is not possible, and a request is made to the next candidate (Sc7). That is, a MESSAGE (participation request) is again transmitted to the PA function unit 7 (Sc8). The PA function unit 7 transmits the MESSAGE (participation request) to the operator terminal 1-8 currently in a standby state (Sc9). When the operator terminal 1-8 receives MESSAGE (participation request), the operator terminal 1-8 returns a 200 OK (arrival OK) message (Sc10). Next, the operator terminal 1-8 displays information indicating that MESSAGE (participation request) has been received on the screen by the IM function.

  On the other hand, when the operator of the operator terminal 1-8 responds to the information indicating that the MESSAGE (participation request) displayed by the IM function is received, the operator terminal 1-8 receives the MESSAGE (open / participation OK). ) Is returned to the server device 4 (Sc11). When the PUA function unit 8 of the server apparatus 4 receives MESSAGE (opening / participation OK) from the operator terminal 1-8, the operator terminal 1 receives 200 OK (participation confirmation) for confirmation of participation via the PA function unit 7. To -8 (Sc12). Then, the operator terminal 1-8 is incorporated into the same group as the operator terminals 1-1 to 1-3 (Sc13).

  At this time, if the user has registered for waiting for vacancy, MESSAGE (notice of vacancy) is transmitted to the PA function unit 7 (Sc14). In contrast, the PA function unit 7 transmits MESSAGE (empty notification) to the user terminal 5 (Sc15). As a result, the user terminal 5 can know that the operator is in an empty state. This also serves as a notification notifying that a call is received from the call center (operator) side (call return notification).

  Next, the PUA function unit 8 transmits MESSAGE (waiting user notification) notifying that there is a vacant user to the operator terminal 1-8 that has become vacant (Sc16). When the operator terminal 1-8 receives MESSAGE (waiting user notification), it returns a 200 OK (arrival OK) message (Sc17). Next, the operator terminal 1-9 specifies the user terminal 5 that has made a free registration from the MESSAGE (waiting user notification), transmits INVITE (call) to the user terminal 5, and makes a call to the user terminal. (Sc18).

According to the above-described embodiment, since it is possible to make a call after confirming the congestion situation in advance, it is possible to eliminate the dissatisfaction of the user who waits indefinitely even if a call is made.
Further, by having the user register (waiting for vacancy registration) at the time of congestion, the company operating the call center can avoid the peak and increase the utilization rate.

In addition, by presenting the congestion status on the WEB page, it can be confirmed with a personal computer, a mobile phone, or the like, so that the convenience of browsing can be improved.
Further, unlike the prior art, the operators need not be gathered at the same place, and the operators can be organized in a location-free manner.

  Further, when the congestion situation continues for a long time, the congestion situation can be solved quickly by efficiently requesting participation from the currently waiting operator.

Also, unlike e-mails in which the message content cannot be confirmed unless the recipient receives it and opens it, the instant message determines whether or not to participate by checking whether or not an instant message has been responded to the request for participation from the operator. If it is determined that, it is possible to make a request for participation to the next candidate operator, so that it is possible to secure the necessary number of workers in a short time.
As an additional effect, the attendance status of operators can be statistically aggregated, and the call center can be reviewed, such as changing the number of people.

  Further, the PUA function, IM function, and WEB browser function in the user terminal may be performed by a terminal such as a personal computer, and the SIP function may be performed by separate devices such as by a telephone.

  In addition, the PA function, PUA function, and WEB function in the server device may be separate devices.

  Further, the processing of Sb10 and Sb11 in FIG. 6 and the processing of Sc14 and Sc15 in FIG. 8 may be performed only when the user desires a call back notification, and may not be an essential configuration.

  In the above-described embodiment, the detailed status information of the operator may be used to display a vacant state, a busy state, etc. on the WEB page. You may make it notify separately.

  The operator's situation may be instructed by selecting a predetermined button displayed on the screen when the operator performs each process, and the PUA function of the operator terminal is operated by the key operation of the operator terminal or the communication line. The established state may be detected to determine the busy state, idle state, and standby state. For example, “No communication line establishment and no key operation” is determined as an empty state, and “No communication line establishment and key operation” and “Communication line establishment” are being received and the free state is The situation of the operator can be determined by determining the case of continuing for a certain time as the standby state. Furthermore, by acquiring the detailed operator status based on the status of these operators, for example, when a transition is made from the busy status to the idle status, the operator needs time for post-processing such as input. Therefore, it is possible to perform detailed control of the waiting time, such as continuing the busy state for a certain period of time, and more accurate waiting time can be presented to the user.

  Further, when the user terminal has a PUA function and is connected to the PA function unit of the server device, the user's presence status can be grasped on the server device side or the operator terminal side. When calling a user terminal from a terminal, after confirming the presence of the user, a predetermined button displayed on the screen may be selected and called. Thereby, when a user is not in front of a terminal, it can prevent calling unnecessarily.

  Also, when the user performs waiting registration, the time during which the user can respond (time during which the user terminal is used) is registered together, and the operator may refer to it.

In addition to the above service types, the above-described operators may be grouped according to a specific specialized field or a technical field that can be handled by the operator.
In addition, when a user performs idle registration, a check box for each inquiry field is provided on the WEB page, and the selected field is compared with the specialized field and technical field of the operator registered in the server device in advance. Then, the user may be guided to an appropriate operator.

  In the above-described embodiment, the process for newly requesting participation of an operator has been described. Conversely, when the number of operators is too large, the operator may be excluded from the participation state or assigned to another group. Also good.

  In the above-described embodiment, a series of processing steps by the server device 4 and the like described above are stored in a computer-readable recording medium in the form of a program, and this program is read and executed by the computer. The above processing is performed. That is, each processing means and processing unit in the server device 4 and the like is performed by a central processing unit such as a CPU reading the above program into a main storage device such as a ROM or RAM and executing information processing / calculation processing. Is realized.

  Here, the computer-readable recording medium means a magnetic disk, a magneto-optical disk, a CD-ROM, a DVD-ROM, a semiconductor memory, or the like. Alternatively, the computer program may be distributed to the computer via a communication line, and the computer that has received the distribution may execute the program.

It is a block diagram which shows the structure of the call center system by embodiment of this invention. It is a block diagram which shows the structure of a server apparatus (call center). It is a conceptual diagram for demonstrating the operation | movement (congestion information presentation process) of the call center system by this embodiment. It is a sequence diagram for demonstrating operation | movement (congestion information presentation process) of the call center system by this embodiment. It is a conceptual diagram for demonstrating operation | movement (empty waiting registration process) of the call center system by this embodiment. It is a sequence diagram for demonstrating operation | movement (vacancy waiting registration process) of the call center system by this embodiment. It is a conceptual diagram for demonstrating operation | movement (new operator addition process) of the call center system by this embodiment. It is a sequence diagram for demonstrating operation | movement (new operator addition process) of the call center system by this embodiment.

Explanation of symbols

1-1 to 1-n, 2-1 to 2-n, 3-1 to 3-n Operator terminal 4 Server device 5 User terminal 6 Internet 7 PA function unit (operator status acquisition means)
7-1 Communication unit 7-2 Operator status processing unit (operator status acquisition means)
7-3 Operator status information DB
8 PUA function part (group management means, congestion level acquisition means, determination means)
8-1 Communication unit 8-2 Congestion status processing unit (group management means, congestion degree acquisition means)
8-3 Operator congestion information DB
8-4 Group information DB (group management means)
8-5 Waiting user processing unit (registration means, user notification means)
8-6 Waiting time processing unit (waiting time calculating means, waiting time notifying means)
8-7 User information DB
9 WEB function section (information presentation means)
9-1 Communication unit 9-2 WEB processing unit (information presentation means)
9-3 WEB information DB

Claims (6)

An information providing apparatus that provides services to a user from a plurality of operators,
Group management means for distributing the plurality of operators according to purpose and managing them in groups;
Operator status acquisition means for acquiring the status of the plurality of operators;
Based on the operator status acquired by the operator status acquisition means, for each group managed by the group management means, a congestion level acquisition means for acquiring a congestion level related to service provision;
Information providing means for presenting, for each group managed by the group management means, the congestion degree acquired by the congestion degree acquisition means to a user terminal used by the user; apparatus.   The information providing apparatus according to claim 1, wherein the group management unit distributes the plurality of operators to a plurality of groups according to the degree of necessity or urgency of the user. An idle waiting registration means for registering users who should provide services preferentially;
Based on the operator status acquired by the operator status acquisition means, when it is determined that any of the operators is in an empty state, the empty status is notified to the user registered by the idle waiting registration means. The information providing apparatus according to claim 1, further comprising: a waiting user notification unit that notifies an operator who has entered a state. Based on the statistical information including the congestion level acquired by the congestion level acquisition unit, a waiting time calculation unit that calculates a waiting time until any one of the operators becomes idle,
The information providing apparatus according to claim 1, further comprising: a waiting time notifying unit that notifies a waiting state of the waiting time calculated by the waiting time calculating unit.   2. The information providing apparatus according to claim 1, further comprising participation request means for requesting participation in a service providing operation from an operator terminal of an operator in a standby state among the plurality of operators. In response to the participation request by the participation request means, comprising a determination means for determining whether or not the operator who made the participation request participates,
6. The information providing apparatus according to claim 5, wherein the participation request unit makes a participation request to an operator terminal of a next candidate operator when the determination unit determines not to participate.

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