JP2008048089A - Call center system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call center system achieving flexible operation to change the order of receiving calls from an outside line. <P>SOLUTION: The call center system comprises a plurality of operator terminals; and a call center server for receiving a plurality of incoming calls arrived via a telephone network, and allocating each of the incoming calls to any of the plurality of the operator terminals. The call center server, when one incoming call 1 cannot be allocated, the incoming call is held as a waiting call, with a waiting order applied thereto. When detecting an empty operator terminal among the plurality of the operator terminals, the server allocates the empty operator terminal to the waiting call preceding in its waiting order among the waiting calls, designates at least one among the waiting calls, and changes a waiting order of the designated waiting call in response to a change request supplied from the operator terminal. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to a call center system for receiving an incoming call from an external telephone that arrives through a public network such as a public subscriber telephone network or the Internet.

Conventionally, when an incoming call is received from an external telephone to the call center system, the incoming call is notified to any operator engaged in telephone reception work in the call center, and control is performed to prompt the operator to respond to the incoming call. . In this case, the order of notification of incoming calls to each operator is usually automatically determined by the call center system. When all operators are in a call state or a call impossible state, incoming call information indicating an incoming call is held in one queue in the queue, and during this time, the incoming external line is put on hold. Then, as soon as the operator is available, incoming information is taken out of the queue and assigned to an appropriate operator. For example, reference is made to the technology disclosed in Patent Document 1 entitled “Call Center Server, Operator Terminal, and Computer Program”. The operator terminal in such a technique includes a configuration in which a call waiting for an incoming call is selected as a call reservation destination and a call from the selected outside line is received when the incoming call is ready.
JP-A-2005-260418

  However, in the prior art, incoming calls from external telephones are determined by the arrival order. For this reason, for example, there is an inconvenience that even if there is an incoming call from a customer having a high importance for a call center that conducts sales activities, this is caused to wait. There is a demand for a call center system that enables flexible operation such that the incoming order of incoming calls from an external telephone can be easily referred to and can be flexibly changed.

  An object of the present invention is to provide a call center system that enables flexible operation such as changing the order of incoming calls from external telephones.

  A call center system according to the present invention receives a plurality of incoming calls coming through a plurality of operator terminals and a telephone network, and assigns each incoming call to any one of the plurality of operator terminals. The call center server, when the terminal allocation is impossible for one of the incoming calls, assigns the one incoming call as a standby call and assigns it to a waiting order and holds it. When one of the plurality of operator terminals is detected as a standby call holding means, and when one of the plurality of operator terminals is detected, the one idle operator terminal is assigned to the one standby call in which the standby order has priority. A standby call allocating means for allocating at least one of the standby calls and designated according to a change request supplied from the operator terminal Characterized in that it comprises a standby priority changing means for changing the waiting order of the waiting call.

  In the following description, the term “incoming order” is used to mean an order according to the waiting order of incoming calls that have become standby calls.

  The call center system according to the present invention provides a configuration for easily changing the order of incoming calls from an operator terminal. This allows flexible operation in the call center.

Embodiments of the present invention will be described in detail with reference to the accompanying drawings.
<Example>
FIG. 1 shows an embodiment of the present invention and shows the entire configuration including a call center system. Here, the call center 100 is connected to the public subscriber telephone network 20, and calls from the external telephone 10 connected to the public subscriber telephone network 20 to the call center 100 or from the call center 100 to the public subscriber telephone network 20. Transmission is possible. In the example of this figure, one external telephone 10 is shown as an example, but the present invention assumes a plurality of external telephones.

  The call center 100 is an IP telephone used by the call center server 30 and n operator PCs 71 to 7n (n is a positive number) which is a personal computer used by an operator engaged in telephone service, as well as other operators. It includes m (m is a positive number) operator telephones 91 to 9m and a database 40, which are connected to each other via a LAN 50. A PC connection telephone is connected to each of the operator PCs 71 to 7n to enable a telephone call. As an example, a PC connection telephone 8n is shown in the operator PC 7n. The database 40 is a database that provides the call center server 30 with additional information associated with each telephone number. Each of the operator PCs 71 to 7n and the operator telephones 91 to 9m constitutes an operator terminal that is a component of the present invention. In the following description, the name of the operator terminal is used to mean one of the operator PCs 71 to 7n and the operator telephones 91 to 9m.

  The call center server 30 includes an external port 31, an incoming call processing unit 32, an incoming information queue control unit 33, and an incoming information queue 34. The external telephone 10 makes a call by designating the telephone number of the external line port 31 when making a call to the call center server 30. The incoming call processing unit 32 of the call center server 30 recognizes an incoming call by such outgoing call through the external line port 31. Next, the incoming call processor 32 generates incoming call information corresponding to the incoming call and writes it into the incoming call information queue 34 via the incoming call information queue controller 33. The incoming information queue control unit 33 actually accesses the incoming information queue 34, writes incoming information and takes out incoming information in response to a command from the incoming processing unit 32, and responds to a request from an operator terminal. A function of referring to the order and contents of incoming information and changing the order of incoming information is provided.

  The incoming information queue 34 provides a queuing function for holding one incoming information as one queue. If there is a new incoming call, the incoming call processing unit 32 connects the new incoming information to the end of the incoming call information queue 34, and if there is an empty operator terminal that is not in a call state or call disabled state, The head of 34, that is, the oldest incoming call information is taken out from the incoming call information queue 34 and assigned to an empty operator terminal to notify the incoming call.

  As described above, the incoming call processor 32 uses the incoming call information queue 34 to accept a plurality of incoming calls that arrive via the public subscriber telephone network 20, and each of the incoming calls is assigned to the operator PCs 71 to 7n and the operator. Terminal allocation to be assigned to the telephones 91 to 9m is performed. When terminal allocation is impossible for an incoming call due to the absence of an empty operator terminal, the incoming call is given a waiting order in the order of arrival and is held in the incoming call information queue 34 as a standby call. When detecting one of the plurality of operator terminals, the incoming call processing unit 32 assigns a free operator terminal to one standby call that has priority in the standby order among the held calls. The order of each incoming information in the incoming information queue 34, that is, the incoming order, follows the standby order. The incoming call information includes a transmission number acquired from the public subscriber telephone network 31 and additional information associated with the transmission number. The additional information is stored in advance in the sender information table of the database 40, and is retrieved from the table using the telephone number as a key.

  FIG. 2 shows a setting example of the caller information table included in the database shown in FIG. The caller information table 41 included in the database 40 is associated with each of the telephone numbers that are outgoing telephone call numbers, and the group to which the call belongs and additional information are stored in advance. For example, the telephone number “03-1111-xxxx” is associated with the “first group” to which the external line telephone belongs, and is further associated with “importance A” as an index indicating the priority of the customer as additional information. The content of the additional information is not limited to the index indicating the priority, and can store a variety of information that contributes to determining the incoming order change. Further, when a call number not stored in the caller information table 41 is searched, additional information with standard contents (default) may be output.

  The incoming call processing unit 32 may also have a function of allocating designated incoming call information to a specific operator terminal including itself in response to a reservation request from the operator terminal.

  FIG. 3 shows a screen display example of the operator PC used in the call center system. Here, an operator PC 71 is shown as an example among the operator PCs 71 to 7n.

  A telephone function operation window 711 is displayed on the display of the operator PC 71. In the telephone function operation window 711, an incoming order management window 713 is opened in response to a click operation of the incoming order management start button 712. The incoming order management window 713 displays the order and contents of incoming information. In this example, the display order of incoming calls (1, 2,...), The telephone number as the calling number, and the additional information are displayed as they are. By displaying the additional information, the operator can recognize the importance of the incoming call. Also, as shown in the figure, the order of incoming calls can be changed by dragging and dropping the incoming call information on a cell unit basis. In the incoming order management window 713, the identification of the group to which the external telephone of each outgoing number belongs is displayed, and the incoming order may be changed in units of groups.

  The operator PC 71 includes an incoming order management control unit 716 that performs processing of the incoming order management window 713 together with a normal telephone function unit (not shown). The incoming order management control unit 716 has a function of referring to and changing incoming information with the call center server 30 in response to an operator's button operation.

  FIG. 4 shows a processing procedure executed in response to the incoming order reference request. In the illustrated sequence diagram, an operator PC 71 is shown as an operator terminal that makes an incoming order reference request. However, the operator terminal may be any one of the operator PCs 71 to 7n and the operator telephones 91 to 9m. In the following description, description will be made with reference to the display screen example of the operator PC 71 shown in FIG. 3 as appropriate.

  First, the operator PC 71 receives an incoming order reference request (step S101). Here, when an incoming order management start button 712 of the telephone function operation window 711 of the operator PC 71 is clicked, the incoming order management window 713 is opened and an incoming order reference request is accepted (see FIG. 3).

  Next, in response to accepting this incoming order reference request, the operator PC 71 transmits a reference request to the call center server 30 (step S102). In response to the reference request, the call center server 30 accesses the incoming information queue via the incoming information queue controller (step S103). Next, the incoming call information is acquired from the incoming call information queue (step S104), and the order and contents of the incoming call information are transmitted to the operator PC 71 as the reference request source (step S105).

  Receiving the order / content of the incoming information, the operator PC 71 displays the order / content of the incoming information in the incoming order management window (step S106). Here, in the incoming order management window 713 of the operator PC 71, the display of the incoming order, the transmission number and the additional information are displayed, and the operator can recognize the situation of incoming calls (see FIG. 3).

  FIG. 5 shows a processing procedure executed in response to the incoming order change request. Again, in the illustrated sequence diagram, an operator PC 71 is shown as an operator terminal that makes an incoming order change request. However, the operator terminal may be any one of the operator PCs 71 to 7n and the operator telephones 91 to 9m. good. In the following description, description will be made with reference to the display screen example of the operator PC 71 shown in FIG. 3 as appropriate.

  It is assumed that the operator PC 71 displays the order and contents of incoming information in the incoming order management window (step S201). Here, the operator PC 71 changes the displayed incoming order by designating incoming information for which the incoming order is to be changed (step S202). For example, in the incoming order management window, a cell whose incoming order is to be changed is dragged and selected and dropped on the destination of the received incoming information (see FIG. 3). In response to this, the operator PC 71 transmits a change request to the call center server 30 (step S203). Here, the incoming call reservation may be performed so that the incoming call whose order is changed can be assigned to the operator PC 71 itself. In addition, the incoming order may be changed on a group basis.

  The call center server 30 changes the order of arrival in the incoming information queue via the incoming information queue controller (step S204). This change is made according to the order moved by the drag and drag operation in the incoming order management window. Next, the call center server 30 transmits all the changed order / contents of the incoming information to the terminal (step S205). Here, all terminals are operator PCs 71 to 7n and operator telephones 91 to 9m.

The operator PC 71 that has received the changed order / content of the incoming information displays the changed order / content of the incoming information (step S206). By displaying the order of the incoming call information, the operator can recognize that the requested change has been reflected.
<Modification>
FIG. 6 shows an appearance and screen display example of an operator telephone used in the call center system. Here, of the many operator telephones included in the call center system, the appearance of one operator telephone 91 is shown as an example. The operator telephone 91 includes, in addition to a normal telephone function unit (not shown), an incoming order management control unit 916 having control logic for managing display and change of the incoming order. The incoming order management control unit 916 has a function of referring to and changing incoming information with the call center server 30 in accordance with an operator's button operation.

  On the display 911 of the operator telephone 91, when the operator presses the incoming order acquisition function execution button 914, the incoming order management window 912 is opened, and the order and contents of incoming information are displayed on the call center server. Each time the operator presses the incoming order acquisition function execution button 914, the incoming information is newly acquired from the call center server and displayed again.

  When the operator presses the display switching button 913, the contents of the incoming call information displayed in the incoming call order management window 912 are switched. That is, the incoming order management window 912 displays incoming information one by one, and the first incoming information is displayed at the beginning. Further, when the display switching button 913 is pressed, the next incoming information is displayed in the incoming order management window 912.

  The incoming order can be changed by the operator pressing the incoming order changing function execution button 915. In other words, by pressing the display switching button 913, the incoming call information to change the incoming call order is displayed, and by pressing the incoming call order changing function execution button 915, the incoming call order management control unit 916 issues a request for changing the incoming call information to the call center. Send to server 30. When the incoming call change processing is completed in the call center server 30, the operator presses the incoming call order acquisition function execution button 914, whereby the changed incoming information is acquired from the call center server and displayed again.

  As is apparent from the above description of the embodiment, by applying the present invention, even if the call center operator is in a call or in a state where the call cannot be received, the incoming call of a high-priority customer is put on hold. This can be known via the operator terminal, and incoming calls can be received preferentially by changing the incoming order. This makes it possible to flexibly change the order of incoming call notification, which has been controlled uniformly by the call center server, based on the additional information of the outside line telephone.

It is a block diagram which shows the Example of this invention and shows the whole structure containing a call center system. It is a block diagram which shows the example of a setting of the sender | caller information table contained in the database shown in FIG. It is a figure which shows the example of a screen display of operator PC used in a call center system. It is a sequence diagram which shows the process sequence performed according to an incoming order reference request. It is a sequence diagram which shows the process sequence performed according to an incoming call order change request. It is a figure which shows the external appearance and screen display example of an operator telephone set used in a call center system.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 External line telephone 20 Public subscriber telephone network 30 Call center server 31 External line port 32 Incoming processing part 33 Incoming information queue control part 34 Incoming information queue 40 Database 41 Caller information table 50 LAN
71-7n Operator PC
8n PC connection telephone 91 to 9m Operator telephone 100 Call center system 716, 916 Incoming order management control section

Claims (5)

A call center system that includes a plurality of operator terminals and a call center server that accepts a plurality of incoming calls arriving via a telephone network and assigns each of the incoming calls to any of the plurality of operator terminals. There,
The call center server
A standby call holding means for holding the one incoming call as a standby call and assigning a standby rank thereto when terminal allocation is impossible for the one of the incoming calls;
Standby call allocating means for allocating the one idle operator terminal to one standby call having priority in the standby order among the standby calls when any one of the plurality of operator terminals is detected; ,
Standby rank changing means for changing the standby rank of the designated standby call in response to a change request supplied from the operator terminal by designating at least one of the standby calls;
A call center system characterized by including:   2. The call center system according to claim 1, wherein the call center server includes a standby order notifying unit that notifies the operator terminal of the standby order in response to a notification request from the operator terminal.   The standby call holding means holds priority information related to the standby call for each standby call, and the standby order notification means notifies the operator terminal of the priority information together with the standby order. The call center system according to claim 2.   2. The call center according to claim 1, wherein said waiting order changing means includes means for making a reservation so that a specified standby call is assigned to said specific operator terminal in response to a change request specifying a specific operator terminal. system.   2. The call center system according to claim 1, wherein the waiting order changing means changes the waiting order of at least one waiting call belonging to the outside line telephone group in response to a change request for designating an outside line telephone group.

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