JP2008022109A - Method of notifying estimated waiting time in call overflow of telephone device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To notify a caller who waits for the connection of an estimated waiting time for allowing an operator to respond where a situation is considered in which the operator can respond. <P>SOLUTION: In a telephone device 100 having a private branch exchange (10) connected to line wires (CO1, CO2) and at least one ACD group (201) connected to the private branch exchange (10), the private exchange (10) receives an ACD incoming call transferred to the ACD group (201). When the ACD group (201) has no vacant extension, the private exchange (10) detects the estimated waiting time by the operation input of the operator during call, and notifies an outside telephone (41) of the caller who waits for the call according to the estimated waiting time of how much time the caller should wait until the caller can talk with the operator. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to a button telephone apparatus having an ACD (automatic call distribution) function, and more particularly to a method for handling an overflow call state.

  As is well known in this technical field, a key telephone apparatus has a main apparatus connected to at least one office line, and a plurality of button telephones (extension telephones) connected to the main apparatus via transmission lines. (For example, refer to Patent Document 1).

  The button telephone apparatus is provided with various functions, one of which is an ACD (automatic call distribution) function. Here, the “ACD function” is an automatic incoming call distribution function or an incoming call equal distribution function possessed by an exchange such as PBX (private branch exchange). More specifically, the ACD function is a function that, when an incoming call occurs on a line, transfers the incoming call to a specific extension telephone group set in advance for this line so that the call processing amount of each extension telephone is equalized. It is a function to perform.

  A call center is known as a button telephone device that uses such an ACD incoming call form. Here, the call center is a telephone reception desk that performs customer-facing services such as a customer service center that receives inquiries, complaints, consultations, etc. from customers regarding purchased products, and a maintenance center that handles consultations on maintenance, repairs, etc. is there. Simply put, a call center is a customer service counter service by telephone. Call centers often want to receive all incoming calls.

  Assume that there is no free extension telephone (button telephone) in the incoming telephone group when an ACD incoming call occurs in the key telephone apparatus. In other words, it is assumed that there is no waiting operator at the ACD call center in the button telephone device. In this technical field, this state is called an overflow call (no connection destination) state.

  More specifically, the “overflow call” refers to a state where the number of calls exceeds the number of telephone lines that can be received and the call overflows. At this time, the caller side hears a busy tone. Thus, “overflow call” generally means returning a busy tone from the central office switch as a busy tone. However, in this specification, it means an incoming call that cannot be received by an operator at a call center. That is, when all the call center operators are responding to the customer (caller) and the customer (caller) dials into the call center and receives an incoming call, the incoming call (also called an incoming call) is answered. A call that cannot be answered by the operator occurs. This call is an overflow call. When this overflow call occurs, the caller waits for a response. Therefore, the overflow call is also called a waiting call.

  In this case, in a conventional key telephone device (call center), a ringing sound is played to the other party (caller), or a delay announcement such as “the phone is busy” after a certain period of time has passed. A standard message is being played. Therefore, the other party (caller) has to wait endlessly without knowing when the call is connected.

  Here, the state where the overflow call has occurred is referred to as an “overflow state” in this technical field. In other words, the overflow state refers to a state in which an incoming call from a customer (sender) is kept waiting without being handled by the operator.

  More specifically, in the exchange on the NTT side, the busy state sound is returned from the central office as a busy sound (two-to-two) in a state where all the parties (call centers) to be transmitted are connected. However, a button telephone device with an ACD function to which the present invention is applied accepts an incoming call and makes the incoming call wait. Generally, the button telephone device responds and says, “It is crowded now. "Please try again later."

  In this situation, the caller will not be able to confirm how long he will be able to talk, so in most cases, the caller will eventually end up giving up and calling. Is often cut off. As a result, it was a cause of missing a response opportunity.

  In this case, the caller makes a call again, but in that case, the caller will end up waiting in the same way, and the call will not be connected forever.

  Such a call is referred to in the art as “call abandonment”. The number of call abandons is the most important number in the call center. Call abandonment is not only a cause of missing a response opportunity, but also the caller (the other party) will wait a long time, so if he cannot connect to the operator, a more disgusting image will remain.

  That is, it is a problem that the conventional button telephone device (call center) does not have a means for notifying the caller of how long to wait before being able to connect to the operator.

  On the other hand, various telephone devices having an ACD function have been proposed. For example, a telephone device that can efficiently transfer an overflow call to an overflow destination group in a short time is known (see, for example, Patent Document 2).

  More specifically, in the telephone device disclosed in Patent Document 2, when the exchange receives an incoming call to one ACD group of the first to nth ACD groups, the incoming call is sent to the one ACD group. It has a function of transferring to an available telephone among the included telephones. When the exchange receives an incoming call to the one ACD group (for example, the first ACD group), and the telephone set included in the first ACD group has no idle telephone, the remaining second to nth Among the ACD groups, the ACD group having the largest number of idle telephones (for example, the nth ACD group) is selected as the overflow destination group, and the incoming call to the first ACD group is selected as the overflow destination group (the nth ACD group). It also has a function of transferring to an available telephone.

  In addition, when there is no available respondent terminal when the call center arrives, the number of people waiting for connection, the estimated waiting time, etc. are presented to the customer, and the subsequent actions can be selected at the customer's own will via the Internet A call center reception method is known (for example, see Patent Document 3). In this patent document 3, if there is no responder terminal that can be handled in the respondent group after the assignment of the respondent group, the monitoring server will respond to the customer terminal up to an answer based on the past correspondence history. The correspondence unavailable information screen that displays the prediction of the waiting time is sent.

  Furthermore, a call center system has been proposed in which when an ACD incoming call in a waiting state is answered, the elapsed waiting time of the ACD incoming call is displayed and notified, and an operator can make an appropriate response corresponding to the elapsed waiting time. (For example, see Patent Document 4). The call center system disclosed in Patent Document 4 includes a private branch exchange installed in the call center, an ACD device connected to the private branch exchange via a first LAN, a CIT server linked to the private branch exchange and CTI, and the CIT server. A client personal computer connected via the second LAN and an extension telephone accommodated in the private branch exchange via the extension are provided.

  Here, CTI (computer telephony integration) means that a private branch exchange (PBX) or a public telephone network and a computer are linked to automatically change the connection route of the exchange and the operation of the telephone from the computer. A function that realizes a function such as linking a sender telephone number notified from a database managed by a computer.

  More specifically, CTI is a general term for a new service and a utilization technology that combines a telephone and a computer. A mail order service by telephone will be described as an example. In practice, an operator immediately knows the purchase status of a person from the telephone number (caller ID, caller ID) of the person who made the call and uses it for purchase advice.

  In other words, CTI refers to an integrated voice network and data network, such as personal computers and workstations, where technological innovations in computers and telephone functions are fused. A number display service (function to display the caller's number on the called party's side) is incorporated, and the telephone number sent from the central office switch is detected, and the customer database already set can be searched from this telephone number. Using a personal computer as a telephone and controlling a line from a personal computer via a server are techniques that CTI can do.

  As described above, the CTI is a mechanism used in a call center, and is a mechanism in which customer information is displayed in response to a caller ID corresponding to this CTI function and can be answered while being confirmed.

  There is also known a key telephone device that displays an incoming call elapsed waiting time on a key telephone on the receiving side (see, for example, Patent Document 5).

  Furthermore, there is also known a telephone answering system that notifies the caller user of the expected waiting time for answering voice when there is no available terminal when a call is received (see, for example, Patent Document 6). In Patent Document 6, the predicted waiting time is determined by the average waiting time.

JP-A-62-271589 Japanese Patent No. 3463121 JP 2003-76769 A JP 2005-204117 A JP-A-8-65723 JP-A-10-173780

  As described above, the conventional button telephone device (call center) does not have a means for notifying the caller of how long to wait before being able to connect to the operator.

  Patent Document 2 merely discloses a technical idea of transferring an incoming call to an ACD group when the exchange receives an incoming call to the remaining ACD group when there is no free telephone in the group. No information is disclosed about what to do if there are no free phones in the group.

  Further, in Patent Document 3, when there is no responder terminal that can be handled in the respondent group, the monitoring server includes a prediction of a waiting time until a reply based on the past correspondence history for the customer terminal. It may disclose the technical idea of transmitting the incompatible information screen. However, in the prediction of the waiting time until an answer based on the past correspondence history, there is a possibility that a flaw occurs between the actual waiting time (response time).

  Patent Document 4 merely discloses the technical idea of notifying the operator of the elapsed waiting time of a call when responding to an ACD call in a waiting state. No means is disclosed for notifying whether or not it is possible to connect.

  On the other hand, Patent Document 5, similar to Patent Document 4, only discloses the technical idea of displaying the elapsed waiting time of an incoming call on a key telephone on the receiving side, and how much is it to the caller? No means is disclosed for notifying whether it is possible to connect to the operator if waiting.

  Further, Patent Literature 6 may disclose a technical idea that a call waiting time is notified to the caller by voice because there is no empty terminal at the time of incoming call. However, in Patent Document 6, since this predicted waiting time is determined by the average waiting time, a trap may occur between the actual waiting time (response time) as in the case of Patent Document 3 described above. There is sex. In other words, in Patent Document 3 and Patent Document 6, no consideration is given to the situation where the operator can respond.

  In the call center, after the telephone response (response) of the incoming call is completed, the operator inputs the response (response) content from his / her personal computer. In Patent Literature 3 and Patent Literature 6, no time is taken into consideration for the prediction waiting time for the input operation to the personal computer.

  Accordingly, an object of the present invention is to notify a caller waiting for connection of a predictable waiting time that can be answered in consideration of an operator's availability, and a waiting time when an overflow call overflows in a telephone device. It is to provide a notification method.

  According to a first aspect of the present invention, there is provided a prediction waiting time notification method at the time of overflow call overflow in a telephone apparatus having a private branch exchange connected to an outside line and at least one ACD group connected to the private branch exchange. When the private branch exchange receives an ACD call and transfers the incoming call to the ACD group. When the private branch exchange does not have a free extension telephone in the ACD group, an estimated waiting time due to an operation input by an operator during a call is set. A predicted waiting time notification method comprising the step of detecting and notifying to the outside telephone of a caller waiting for a call according to the predicted waiting time how long the waiting time can be communicated with the operator is obtained. .

  In the predicted waiting time notification method, the notifying step compares the predicted waiting time with a system setting value, and if the predicted waiting time is smaller than the system setting value, “I will connect to the operator soon”. And when the predicted waiting time is larger than the system setting value, a step of transmitting a message “I will connect with the operator in about XX seconds” defined by the predicted waiting time is included. Good. The system setting value may be 30 seconds, for example.

  According to the first aspect of the present invention, in the telephone device having a private branch exchange connected to the outside line and at least one ACD group connected to the private branch exchange, the private branch exchange is connected to the outside line. A transfer means for receiving an ACD call and transferring the incoming call to the ACD group; a detecting means for detecting a predicted waiting time by an operator's operation input during a call when the ACD group does not have an empty extension telephone; and the predicted waiting time Thus, a telephone device comprising notification means for notifying a caller of the caller waiting for a call how long the waiting time can be communicated with the operator is obtained.

  In the telephone device, the ACD group may have a plurality of extension telephones, and the predicted waiting time may be input by operating a dial button of the extension telephone. The notifying means compares the predicted waiting time with a system setting value, and if the predicted waiting time is smaller than the system setting value, means for sending a message “I will connect to the operator soon”; When the predicted waiting time is larger than the system set value, a means for sending a message “I will connect with the operator in about XX seconds later” defined by the predicted waiting time may be included. The system setting value may be 30 seconds, for example.

  Further, according to the first aspect of the present invention, the private branch exchange connected to the outside line and at least one ACD group receives the ACD incoming call from the outside line and transfers the incoming call to the ACD group. Detection means for detecting a predicted waiting time due to an operation input by an operator during a call when there is no vacant extension telephone in the group; A predictive waiting time notification program that functions as a notification means for notifying whether the operator can make a call is obtained.

  According to the second aspect of the present invention, a method of notifying a waiting time when an overflow call overflows in a call center having a telephone switching device connected to an external line and at least one ACD group connected to the telephone switching device. When the telephone exchange apparatus receives an ACD call and transfers the incoming call to the ACD group, and the telephone exchange apparatus does not have a free extension telephone in the ACD group, it detects an estimated waiting time by an operator's operation input. Then, there is obtained a predicted waiting time notification method including the step of notifying the telephone of the caller waiting for a call according to the predicted waiting time how long the waiting time can be communicated with the operator. .

  According to a second aspect of the present invention, in a call center having a telephone exchange device connected to an external line and at least one ACD group connected to the telephone exchange device, the telephone exchange device includes the external line. In accordance with the predicted waiting time, a transfer means for receiving an ACD incoming call from the telephone and transferring the incoming call to the ACD group, a detecting means for detecting a predicted waiting time by an operator's operation input when there is no available extension telephone in the ACD group, A call center having notification means for notifying the caller of the caller's external line telephone of how long a later call can be made with the operator is obtained.

  In the call center, the ACD group includes a plurality of extension telephones and a plurality of operator personal computers respectively connected to the plurality of extension telephones, and the predicted waiting time operates the operator personal computer. May be input. Further, when there is no operation input of the predicted waiting time from the operator, the operator / personal computer may have means for predicting the predicted waiting time. The telephone exchange device may include a timer unit that counts down when the predicted waiting time is set. In this case, it is preferable that the notification means notifies a message indicating how long the waiting time can be communicated with the operator based on the count value of the timer unit every predetermined time. The predetermined time may be, for example, 30 seconds. The operator / personal computer may include display means for displaying the count value of the timer unit. It is preferable that the display means also displays overflow call information.

  Further, according to the third aspect of the present invention, the telephone exchange apparatus connected to the outside line and at least one ACD group receives the ACD incoming call from the outside line, and transfers the incoming call to the ACD group. Detection means for detecting a predicted waiting time by an operator's operation input when there is no free extension telephone in the ACD group, and how long the waiting time is later with respect to the outside telephone of the caller waiting for a call according to the predicted waiting time. A predicted waiting time notification program that functions as a notification means for notifying whether a call is possible is obtained.

  In the first aspect of the present invention, in the telephone device, an operator who is likely to end the call soon inputs an estimated waiting time until the end of the call, so that the caller waiting for the operator connection can be waited for the caller with an overflow call state. Has a function to notify the time. In this way, by notifying the estimated waiting time until connection, it is possible to know how long the caller can wait to make a call. As a result, the opportunity to give up and disconnect is reduced, and the incoming side can be expected to increase the answering opportunity.

  In the second aspect of the present invention, the operator who has finished the call at the call center inputs the predicted waiting time for the input of the result of answering, so that the waiting time until the operator connection is established for the caller in the overflow call state It has a function to notify. In this way, by notifying the estimated waiting time until connection, it is possible to know how long the caller can wait to make a call. As a result, the opportunity to give up and disconnect is reduced, and the incoming side can be expected to increase the answering opportunity.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

  A communication system including a button telephone device 100 according to a first embodiment of the present invention will be described with reference to FIG. The illustrated button telephone apparatus 100 includes a private branch exchange 10 and a plurality of automatic call distribution (ACD) groups. In FIG. 1, only the first ACD group 201 is shown. Private branch exchange 10 is also called a main unit (ME).

  In the illustrated example, the first ACD group 201 includes three extension telephones 20-1, 20-2, and 20-3, but the number of extension telephones is not limited to this. Here, in order to distinguish the three extension telephones 20-1 to 20-3, they will be referred to as first to third extension telephones, respectively. If there is no need to distinguish between extension telephones, the suffix is omitted and the extension telephone is simply represented by reference numeral 20.

  The illustrated private branch exchange 10 accommodates a first outside line CO1 and a second outside line CO2. Of course, the number of outside lines is not limited to this. The first and second external lines CO1 and CO2 are also referred to as first and second local lines, respectively. The first and second external lines CO1 and CO2 are connected to a network 30 such as a public network.

  In the illustrated example, a first outside telephone 41 of the first caller and a second outside telephone 42 of the second caller are connected to the network 30. In the illustrated example, the key telephone apparatus 100 has the first ACD incoming call 51 from the first outside telephone 41 of the first caller to the first outside line CO1, and the second caller's second line. An example in which there is a second ACD incoming call 52 from the external telephone 42 to the second external line CO2 is shown.

  The private branch exchange 10 has a function of transferring an incoming call to one vacant extension telephone in the corresponding ACD group when the incoming ACD occurs.

  When the private branch exchange 10 receives an incoming call to the one ACD group (for example, the first ACD group 201), the extension telephones 20-1 to 20-3 included in the first ACD group 201 are completely free. Suppose there was no operator. In other words, as shown in FIG. 1, it is assumed that all the extension telephones 20-1 to 20-3 belonging to the first ACD group 201 are in service. In this case, the incoming call is an overflow call, and there is no incoming call.

  In such a case, the private branch exchange 10 transmits a delayed waiting message to a corresponding external telephone after a predetermined time elapses, so that the caller can hear it. At this time, it is assumed that the operator of the first extension telephone 20-1 of the first ACD group 201 ends the call soon. In that case, as will be described later, the operator of the first extension telephone 20-1 performs a button operation from the first extension telephone 20-1 as "end of call in later XX seconds".

  An example of the configuration of the private branch exchange (main apparatus) 10 will be described with reference to FIG. The basic configuration of the private branch exchange (main apparatus) 10 shown in FIG. 2 is similar to that disclosed in Patent Document 1 described above.

  The private branch exchange (main unit) 10 includes first and second office line trunks (TRK1) 11 and (TRK2) 12, a speech path switch (SW) 13, and first and second bus control circuits (BCC1). 14 and (BCC2) 15 and a main control unit (CC) 16.

  The first and second bus control circuits (BCC1) 14 and (BCC2) 15 are arranged corresponding to the first and second bus lines BUS1 and BUS2, respectively. In the example shown in FIG. 2, the first bus control circuit 14 is used for the first bus line BUS1, and the second bus control circuit 15 is used for the second bus line BUS2. A first ACD group 201 (see FIG. 1) is connected to the first bus line BUS1, and a second ACD group 202 (not shown in FIG. 1) is connected to the second bus line BUS1. Has been.

  The first and second bus control circuits 14 and 15 transmit and receive multiplexed speech signals to and from the speech path switch 13 via the first and second highways HW1 and HW2, respectively. The first and second bus control circuits 14 and 15 send and receive control signals to and from the main control unit 16 via the first and first internal data lines DB1 and DB2, respectively.

  The first bus control circuit 14 multiplexes the telephone call and control signal transmitted / received inside the main apparatus 10 on the first bus line BUS1, and then the extension telephones 20-1 to 20-3 belonging to the first ACD group 201. (Figure 1). Similarly, the second bus control circuit 15 multiplexes the communication and control signals transmitted / received inside the main apparatus 10 on the second bus line BUS2, and the second ACD group 202 (not shown in the drawing). For convenience, it is transmitted to and received from an extension telephone (not shown) belonging to 202 and denoted by reference numeral 202. The call signal time slot on the first bus line BUS1 and the time slot on the first highway HW1 are in one-to-one correspondence. Similarly, the call signal time slot on the second bus line BUS2 and the time slot on the second highway HW1 are in one-to-one correspondence.

  The first and second station line trunks (TRK1) 11 and (TRK2) 12 are instructed by the main control unit 16 to close the DC loop and send dial signals to the first and second station lines CO1 and CO2, respectively. And the main control unit 16 is notified of the detection result of the incoming signal. The first and second office line trunks (TRK 1) 11 and (TRK 2) 12 perform analog / digital conversion of the voice signal and exchange it with the speech path switch 13.

  The main control unit (CC) 16 is configured around a main processor (CPU) 161, manages system data, and controls the operation of each part of the system. Although the system data is held in various tables, only the waiting time notification memory table 162 is shown in FIG.

  The main processor 161 is also called a call control unit. The call control unit 161 implements various services (applications). In FIG. 2, only the call termination monitoring service 161-1 according to the present invention is illustrated.

  In any case, in the private branch exchange (main apparatus) 10, the call control unit 161 controls the call state. That is, the call control unit 161 takes in a general line to the button telephone apparatus 100, and uses the first and second office lines (external lines) CO1 and CO2 as the extension telephones 20- of the first and second ACD groups 201 and 202. 1 to 20-3, incoming calls from the external telephones 41 and 42 on the first and second office lines CO1 and CO2, and outgoing calls from the first and second ACD groups 201 and 202 are controlled as call control. The call control unit 161 also determines number analysis such as a caller number from the first and second office lines CO1 and CO2, and responds (guidance) to the first and second office lines CO1 and CO2. Is sent out by a guidance device (not shown).

  The call end monitoring service 161-1 monitors and detects the call end notice and changes the message such as “I will be connected soon” to the callers of the first and second external telephones 41 and 42. And has a function of notifying. Further, the call termination monitoring service 161-1 has a function of managing the priority order of message notification using the waiting time notification memory table 162 shown in FIG.

  The call end monitoring service 161-1 registers the trunk and the elapsed waiting time in the waiting time notification memory table 162 in the order of waiting time, and notifies the trunk with higher priority every time an end notice is received from the operator.

  In the example shown in FIG. 3, the trunk of priority 1 is assigned the first outside line CO1, and its waiting time is 1 minute 15 seconds. Further, the second outside line CO2 is assigned to the trunk having the priority level 2, and its waiting time is 30 seconds.

  FIG. 4 is a diagram for explaining the operation when the operator actually operates the extension telephone 20.

  First, the configuration of the extension telephone 20 will be described. The extension telephone 20 shown in the figure is a button telephone. The extension telephone (button telephone) 20 includes a handset 21, an LCD (liquid crystal display) display 22 for displaying characters, a dial button 23 for dialing a telephone number, and a function button 24. The function buttons 24 include a call end notice button 24-1 according to the present invention.

  Next, the operation when the operator actually operates the extension telephone 20 will be described.

  First, the operator notifies the start of the end notice function by pressing the call end notice button 24-1 in the function button 24 during a call (step S101). The call end monitoring service 161-1 that detects the press of the call end notice button 24-1 displays on the LCD display 22 which is the display unit of the extension telephone 20, "How many seconds will the call end after?" (Step S102). The operator who sees this display operates the dial button 23 of the extension telephone 20 and inputs the number of seconds after which the call is finished (step S103).

  The call end monitoring service 161-1 prevents the current call partner from hearing the button sound during operation, and notifies the call end notice without disturbing the current call. Can do.

  Next, referring to FIG. 5, when the operator of the first extension telephone 20-1 actually speaking is performing a call end notice operation, the caller of the first external telephone 41 is predicted. A mechanism for notifying the waiting time will be described.

  When the call end monitoring service 161-1 receives the call end notice message (step S <b> 200), the call end monitoring service 161-1 confirms whether an overflow call is currently occurring (steps S <b> 201 and S <b> 202). If an overflow call has not occurred ("None" in step S202), the call end monitoring service 161-1 does not perform processing (step S209).

  On the other hand, if there is an overflow call (“Yes” in step S202), the call termination monitoring service 161-1 checks the current number of overflow calls (the number of callers waiting) (step S203). When the number of overflow calls is 1, the call termination monitoring service 161-1 notifies the caller of the waiting outside line telephone as it is (step S204). When the number of overflow calls is 2 or more, the call termination monitoring service 161-1 determines priority of the waiting time from the waiting time notification memory table 162 shown in FIG. Information is acquired (step S205).

  Next, the call end monitoring service 161-1 acquires the estimated number of seconds until the call end input by the operator of the first extension telephone 20-1 (step S206). When the predicted number of seconds is smaller than a value set in the system in advance (hereinafter referred to as “system setting value”), the call termination monitoring service 161-1 immediately calls the caller of the first external telephone 41. A message “I will connect to the operator soon” is transmitted to notify that it is possible (step S207). On the other hand, if the predicted number of seconds is greater than the system set value, the call termination monitoring service 161-1 creates and sends a message “You can connect with the operator in about XX seconds later” (step S208).

  Note that the system setting value can be changed, and FIG. 5 shows an operation when 30 seconds is set as the system setting value as an example.

  FIG. 6 is a sequence diagram for explaining the prediction waiting time notification in the communication system.

  Assume that all of the first to third extension telephones 20-1 to 20-3 belonging to the first and second ACD groups 201 and 202 (not shown) are busy (step S301). In this state, it is assumed that the first outside telephone 41 of the first caller makes a call to the first local line trunk 11 via the first outside line CO1 (step S302). In response to this call, the first office trunk 11 arrives at the first ACD group 201 (step S303). As a result, the first outside telephone 41 of the first caller is ringing (step S304). On the other hand, since all of the first to third extension telephones 20-1 to 20-3 belonging to the first ACD group 201 are busy, the first extension telephone 20-1 sends a busy sound to the first station. Return to the line trunk 11 (step S305). As a result, an overflow call occurs in the first office line trunk 11 (step S306).

  When a delay guidance timer (not shown) elapses for a predetermined time (step S307), the first office line trunk 11 sends the delay guidance to the first outside telephone 41 of the first caller via the first outside line CO1. (Step S308).

  On the other hand, the operator of the first extension telephone 20-1 operates the buttons of the first extension telephone 20-1 as shown in FIG. 4 (step S309). Thereby, a call end notice message is notified from the first extension telephone 20-1 to the call end monitoring service 161-1 (step S310). Upon receiving this call end notice message, the call end monitoring service 161-1 analyzes the call end notice message according to the time chart of FIG. 5 (step S 311), and sends a guidance transmission command to the first local trunk 11 ( Step S312). In response to this guidance transmission command, the first office line trunk 11 communicates with the first caller's first outside telephone 41 via the first outside line CO1 in the number of call connection seconds (predicted waiting time). And a guidance is transmitted (step S313).

  As described above, in the key telephone device 100 according to the first embodiment of the present invention, the predicted waiting time (predicted response time) input from the operator is returned to the caller by voice in response to the incoming call. Yes. Therefore, it is possible to notify a caller waiting for connection of a predicted waiting time that can be answered in consideration of the operator's response possible situation. Thereby, a caller can be notified of a more accurate prediction waiting time.

  In the operation description of the above embodiment, the operation when only one operator has set and input the predicted waiting time (predicted response time) has been described. When setting is input, the following may be performed.

  That is, the external telephone of the first waiting customer (caller) is connected to the operator's extension telephone that can be answered immediately (ie, having the shortest expected waiting time), and the second waiting customer (calling) The operator's external telephone is connected to the operator's internal telephone that can be answered next (ie, having the second shortest estimated waiting time). For example, in FIG. 1, the first caller (customer) N1 of the first external telephone 41 is waiting first, and the second caller (customer) N2 of the second external telephone 42 is waiting 2 Suppose it is th. Then, the operator of the first extension telephone 20-1 sets (inputs) the predicted waiting time of “response after 1 minute”, and the operator of the second extension telephone 20-2 waits for the prediction of “response after 3 minutes”. Suppose that time is set (input). In this case, the first caller (customer) N1's first external telephone 41 receives a message “The operator can connect with the operator in about one minute” set by the operator of the first extension telephone 20-1. The second caller (customer) N2's second external telephone 41 returns a message “The operator can connect with the operator in about three minutes later” set by the operator of the second internal telephone 20-2. .

  Next, a communication system including the button telephone device 100A according to the second embodiment of the present invention will be described with reference to FIG. The illustrated button telephone apparatus 100A is a call center.

  The call center 100A includes a telephone exchange device 10A, a plurality of ACD groups, a CTI (Computer Telephony Integration) server 60, and an IVR (Interactive Voice Response) 70. FIG. 7 shows only the first ACD group 201A among the plurality of ACD groups.

  The first ACD group 201A includes first to third extension telephones 20-1 to 20-3 and first to third extension telephones 20-1 to 20-3 connected to the first to third extension telephones 20-1 to 20-3, respectively. 3 operator personal computers (PC) 80-1, 80-2, 80-3. A CTI server 60 is connected to the first to third operator PCs 80-1 to 80-3. The IVR 70 is connected to the telephone exchange device 10A. As in the case of the key telephone apparatus 100 shown in FIG. 1, when it is not necessary to distinguish the extension telephone, the suffix is omitted, and the extension telephone is simply indicated by the reference numeral 20 and the operator Even if it is not necessary to distinguish between the PCs, the suffix is omitted and the operator PC is simply represented by the reference numeral 80.

  Each of the first to third operator PCs 80-1 to 80-3 connected to the CTI server 60 obtains a caller number by incoming call, and stores a customer list and customer data corresponding to the caller number. It is displayed on the screen of the own operator PC 80-1 to 80-3. The operator of each operator PC 80 can easily respond to the customer based on the information displayed on this screen. Therefore, the CTI server 60 receives the caller number from the telephone exchange device 10A and searches for customer data. On the other hand, the operator of each of the operator PCs 80-1 to 80-3 inputs and stores the corresponding contents as customer information from the own operator PCs 80-1 to 80-3 after this correspondence, and the next correspondence information It can be.

  An IVR (Interactive Voice Response) 70 is translated as an automatic voice response device or an automatic voice recognition device in Japanese, and has a function of recognizing a voice or a telephone push signal and performing automatic reception and automatic response.

  More specifically, the IVR 70 refers to a computer system that performs automatic voice response at a company telephone. In the IVR 70, the voice recorded in advance is automatically played back to the caller in accordance with the dial operation of the caller. Recently, due to advances in computer technology, advanced products that have a voice recognition function as the IVR 70 and determine the content to be played back according to the utterance of the other party have also appeared. The IVR 70 can be used for business operations that do not require a high level of response such as complaint processing, and is used for providing information, requesting materials, and accepting prizes and applications. The IVR 70 can realize a 24-hour reception at a lower cost than hiring a human (operator).

  In the embodiment of the present invention, in this IVR 70, the predicted waiting time is voice-responseed by the following two message methods. The first message method is a fixed message method in which a message waiting several minutes later is transmitted every fixed time. The second message method is a response message method in which when a caller asks "What is the waiting time?", The predicted waiting time (response time) is recognized and a voice response is made. .

  The telephone exchange device 10A includes a call control unit 161A and a message table 163. Although not shown in FIG. 7, as shown in FIG. 2, the telephone exchange device 10A includes a plurality of trunk trunks (TRK), a speech path switch, a plurality of bus control circuits, And a waiting time notification memory table.

  The call control unit 161A includes an ACD control / overflow call determination unit 161-2, an operator operation analysis unit 161-3 that determines a button operation from the operator, and a timer unit 161-4 that manages time.

  The call center 100A displays the information on the other party (sender) on the screen of the operator PCs 80-1 to 80-3 when the call is received, so that the operator responds while confirming the customer (sender) information. Can do. Then, the operator ends the response, and inputs the response content at the operator PC 80 after the end of the talk.

  Therefore, the response to the next customer is after input to the operator PCs 80-1 to 80-3. Since this input takes time, generally, the operator can respond after the input is completed.

  Therefore, in the present embodiment, when such an input operation (input as a result of an operator's input operation or customer information response to the operator PC 80) is entered, first, the time required for the input operation as follows ( (Hereinafter referred to as “input operation time”) is input (predicted). In the present invention, basically, the operator himself performs setting input (prediction) of the input operation time (predicted waiting time). However, there may be a case where the operator forgets to input the predicted waiting time. In that case, as will be described later, the operator PC 80 predicts the input operation time (predicted waiting time).

  First, the case where the operator himself inputs and sets the input operation time will be described. In particular, when an input operation takes a long time, the operator predicts the input operation time and inputs it from the operator PC 80, and the input operation time thus input is set as a predicted waiting time.

  Next, a case where the operator PC 80 predicts (sets) the input operation time when the operator forgets to input the setting of the prediction waiting time will be described.

  It is assumed that the operator does not set and input the input operation time (predicted waiting time) within a predetermined time (for example, 1 minute) after the previous response is disconnected. In this case, as will be described later, the operator PC 80 predicts the input operation time.

  When the operator PC 80 predicts the input operation time, the operator PC 80 averages and automatically predicts the time taken by the operator so far. In particular, when no time is required for the input operation, the operator PC 80 predicts and sets the input operation time, thereby setting the predicted input operation time as the predicted waiting time. More specifically, the operator PC 80 records the time from the start of input until the end of input from the operator's personal ID, and averages it from the number of corresponding cases. Thus, the operator's input operation time is managed by the operator PC 80, and this time history is used.

  It is determined that the input operation has started from the end of the operator's response. More specifically, the end of the response is identified by the telephone exchange device 10A (operator operation analysis unit 161-3) on-hook (putting the handset 21) when the call ends and is disconnected. . This response end information is sent from the telephone exchange device 10A (operator operation analysis unit 161-3) to the CTI server 60, and the CTI server 60 grasps the response end time. In this way, the CTI server 60 determines that the operator's input operation has started from this point.

  When the start of the input operation is thus determined, the CTI server 60 sets the input operation time that has been input (or predicted) as described above in the timer unit 161-4, and starts the timer unit 161-4 from the response end time. The timer is counted down and the remaining time is calculated by the timer unit 161-4. This remaining time becomes the predicted waiting time. This estimated waiting time is displayed on the screen of the operator PC 80.

  For example, it is assumed that the input operation time is set (or predicted) as 2 minutes. In this case, at the end of the call, the timer unit 161-4 starts subtraction from 2 minutes (countdown), and the timer unit 161-4 calculates the remaining time.

  It is assumed that an overflow call occurs during such subtraction (countdown) in the timer unit 161-4. In this case, the predicted waiting time calculated by the timer unit 161-4 is sent as a message from the telephone exchange device 10 </ b> A to the external telephone 41 via the network 30 using the IVR 70 and the message table 163.

  On the other hand, as described above, the predicted waiting time is displayed on the screen of the operator PC 80. Therefore, the operator who operates the operator PC 80 can prepare for the next customer while viewing the display. For example, it is assumed that when the operator completes input to the operator PC 80, the predicted waiting time is still displayed on the screen of the operator PC 80, and the set (predicted) predicted waiting time remains. In this case, the operator can perform an operation for the next response and prepare for reception (for example, see information on an overflow call).

  When the predicted waiting time displayed on the screen of the operator PC 80 becomes 0, the operator operating the operator PC 80 off-hooks the corresponding extension telephone 20, so that the extension telephone 20 becomes an overflow call ( (Wait call). That is, when the timer unit 161-4 times out, the extension telephone 20 is connected to the reserved waiting call (overflow call).

  In order to realize this, it is necessary to temporarily connect the extension telephone 20 and the overflow call (wait call). More specifically, based on the input operation time (predicted waiting time) input (predicted waiting time) by the operator PC 80 and the order of waiting calls (overflow calls), the extension telephone 20 and the overflow call are associated with the input operation time. Are temporarily connected. For example, the first operator A who operates the first operator PC 80-1 inputs 3 minutes, and the second operator B who operates the second operator PC 80-2 inputs 2 minutes. Suppose the time is the same. In this case, the second extension telephone 20-2 corresponding to the second operator B is temporarily connected to the first waiting call (overflow call).

  When the operator inputs the previous response result from his / her operator PC 80, information on the next waiting call (overflow call) is displayed on the screen of the operator PC 80 so that it can be confirmed smoothly. It becomes possible.

  The above operation is summarized as follows.

  After the operator answers, the operator disconnects the call by on-hooking his / her extension telephone 20. The operator sets and inputs the input operation time (predicted waiting time) from his / her operator PC 80. When the operator forgets to input the input operation time, the operator PC 80 of the operator predicts the input operation time (predicted waiting time) as described above. This input operation time (predicted) input operation time (predicted waiting time) is set in the timer unit 161-4. The operator PC 80 temporarily connects the waiting call (overflow call) and the extension telephone 20 based on the predicted waiting time inputted (predicted) and the rank of the waiting call. The operator inputs the previous response result from the operator PC 80 of the operator. The timer unit 161-4 counts down, and the telephone exchange device 10A (ACD control / overflow call determination unit 161-2) uses the IVR 70 after a predetermined time has passed to correspond to the external telephone corresponding to the time until the response as a message. To flow. When the input of the previous response result from the operator PC 80 by the operator is completed, the information on the next waiting call that is temporarily connected (including the predicted waiting time) is displayed on the screen of the operator PC 80. When the predicted waiting time displayed on the screen of the operator PC 80 becomes zero (when time is up), the operator waits for the temporary connection (overflow call) by off-hooking the corresponding extension telephone 20. ) And the main connection.

  As described above, the call center 100A according to the second embodiment of the present invention also responds to an incoming call and returns the predicted waiting time (predicted response time) input from the operator to the caller by voice. . Therefore, it is possible to notify a caller waiting for connection of a predicted waiting time that can be answered in consideration of the operator's response possible situation. Thereby, a caller can be notified of a more accurate prediction waiting time.

  As mentioned above, although preferred embodiment was described about this invention, this invention is not limited to embodiment mentioned above, Of course, a various deformation | transformation and change are possible within the range which does not deviate from the meaning (theme) of this invention. It is. For example, in the second embodiment of the present invention shown in FIG. 7, the waiting status of the customer (caller) is displayed on the screen of the operator PC 80, and the operator makes a predicted response based on the displayed customer information. By inputting the time (predicted waiting time) from the input means (for example, keyboard) of the operator PC 80, the predicted waiting time may be output to the customer (sender) by voice. Further, the sound output of the predicted waiting time may be performed by using the IVR 70 to output a sound every predetermined time such as every minute or every 30 seconds. For example, it is assumed that the operator sets and inputs a predicted waiting time of 3 minutes from the operator PC 80. In this case, the telephone exchange device 10A uses the IVR 70 and the message table 163 to "wait for 3 minutes" to the external telephone 41 of the connected customer (caller) → (after 1 minute has passed) " "Please wait for 2 minutes" → (After 1 minute) "Please wait for 1 minute" → (After 1 minute) "I will connect you to the operator" and send a voice message.

It is a block diagram which shows the communication system containing the button telephone apparatus which concerns on the 1st Embodiment of this invention. It is a block diagram which shows the private branch exchange (main apparatus) used for the key telephone apparatus shown in FIG. It is a figure which shows an example of the waiting time notification memory table used for the private branch exchange shown in FIG. It is a top view which shows the extension telephone used for the button telephone apparatus of FIG. It is a flowchart for demonstrating the mechanism which notifies an estimated waiting time with respect to the caller of an outside line telephone, when the operator of the extension telephone currently carrying out a telephone call performs the call end notice operation. It is a sequence diagram for demonstrating to the prediction waiting time notification in the communication system by this invention. It is a block diagram which shows the communication system containing the button telephone apparatus (call center) based on the 2nd Embodiment of this invention.

Explanation of symbols

10 Private branch exchange (main unit)
10A Telephone exchange device 11, 12 Office line trunk 13 Communication path switch 14, 15 Bus control circuit 16 Main control unit 161 Main processor (CPU, call control unit)
161A Call control unit 161-1 Call termination monitoring service 161-2 ACD control / overflow call determination unit 161-3 Operator operation analysis unit 161-4 Timer unit 162 Wait time notification memory table 163 Message table 20-1 to 20-3 Extension Telephone (button telephone)
30 Network 41, 42 External telephone 60 CTI server 70 IVR
80-1 to 80-3 operator PC
100 button telephone device 100A button telephone device (call center)
201 ACD Group 201A ACD Group

Claims (17)

A prediction waiting time notification method at overflow call overflow in a telephone device having a private branch exchange connected to an outside line and at least one ACD group connected to the private branch exchange,
The private branch exchange receives an ACD call and forwards the call to the ACD group.
If the private branch exchange has no free extension telephone in the ACD group, it detects an estimated waiting time due to an operation input by an operator during a call,
A predicted waiting time notification method comprising the step of notifying the outside telephone of a caller waiting for a call according to the predicted waiting time how long the waiting time can be communicated with the operator. The notifying step comprises:
Compare the estimated waiting time with the system setting value,
When the estimated waiting time is smaller than the system setting value, a message “I will connect to the operator soon” is sent,
2. The method according to claim 1, further comprising a step of transmitting a message “I will connect with an operator in about XX seconds later” defined by the predicted waiting time when the predicted waiting time is larger than the system setting value. Notification method of expected waiting time.   The predicted waiting time notification method according to claim 2, wherein the system setting value is 30 seconds. In a telephone apparatus having a private branch exchange connected to an outside line and at least one ACD group connected to the private branch exchange, the private branch exchange includes:
Transfer means for receiving an ACD incoming call from the outside line and transferring the incoming call to the ACD group;
Detecting means for detecting a predicted waiting time by an operation input of an operator during a call when there is no vacant extension telephone in the ACD group;
A telephone device comprising: notification means for notifying a caller of the caller who is waiting for a call according to the predicted waiting time how long the waiting time can be later with the operator.   The telephone device according to claim 4, wherein the ACD group includes a plurality of extension telephones, and the predicted waiting time is input by operating a dial button of the extension telephone. The notification means includes
Means for comparing the estimated waiting time with a system setting value;
When the predicted waiting time is smaller than the system setting value, means for sending a message “I will connect to the operator soon”;
Or a means for sending a message “I will connect with an operator in about XX seconds later” defined by the predicted waiting time when the predicted waiting time is larger than the system setting value. 5. The telephone device according to 5.   The telephone device according to claim 6, wherein the system setting value is 30 seconds. A private branch exchange connected to the outside line and at least one ACD group,
A transfer means for receiving an ACD incoming call from the outside line and transferring the incoming call to the ACD group;
Detecting means for detecting a predicted waiting time by an operation input of an operator during a call when there is no vacant extension telephone in the ACD group;
Notifying means for notifying how long the waiting time can be communicated with the operator to the outside line telephone of the caller waiting for the call according to the predicted waiting time;
Predictive waiting time notification program to function as. A method for notifying a waiting time when an overflow call overflows in a call center having a telephone exchange device connected to an external line and at least one ACD group connected to the telephone exchange device,
The telephone exchange receives an ACD call and forwards the call to the ACD group;
When the telephone exchange device does not have a free extension telephone in the ACD group, it detects an estimated waiting time by an operator's operation input,
A predicted waiting time notification method, comprising: a step of notifying the telephone of the caller waiting for a call according to the predicted waiting time how long the telephone exchange apparatus can make a call with the operator later. In a call center having a telephone exchange device connected to an external line and at least one ACD group connected to the telephone exchange device, the telephone exchange device comprises:
Transfer means for receiving an ACD incoming call from the outside line and transferring the incoming call to the ACD group;
Detecting means for detecting a predicted waiting time by an operator's operation input when there is no available extension telephone in the ACD group;
A call center comprising: a notification means for notifying a caller of the caller who is waiting for a call according to the estimated waiting time how long the waiting time can be communicated with the operator. The ACD group includes a plurality of extension telephones and a plurality of operator personal computers respectively connected to the plurality of extension telephones.
The call center according to claim 10, wherein the estimated waiting time is input by operating the operator personal computer.   The call center according to claim 11, wherein when there is no operation input of the predicted waiting time from the operator, the operator personal computer has means for predicting the predicted waiting time. The telephone exchange device includes a timer unit that counts down when the predicted waiting time is set,
The notification means notifies a message indicating how long a waiting time can be communicated with the operator after the predetermined time based on a count value of the timer unit. The call center according to any one of 12.   The call center according to claim 13, wherein the predetermined time is 30 seconds.   14. The call center according to claim 13, wherein the operator / personal computer has display means for displaying a count value of the timer unit.   The call center according to claim 15, wherein the display means also displays information on overflow calls. A telephone exchange connected to an outside line and at least one ACD group,
A transfer means for receiving an ACD incoming call from the outside line and transferring the incoming call to the ACD group;
Detecting means for detecting a predicted waiting time by an operator's operation input when there is no available extension telephone in the ACD group;
Notifying means for notifying how long the waiting time can be communicated with the operator to the outside line telephone of the caller waiting for the call according to the predicted waiting time;
Predictive waiting time notification program to function as.

Images