JP2009278443A - Call center system and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system capable of reducing the burden of management operations such as arranging the personnel or recognizing working situations even when operating a call center while utilizing home-based reception operators. <P>SOLUTION: An ACD management apparatus 120 includes: a call control section 44 for transferring an incoming call received via a public network to any operation terminal registered on an operation shift as a terminal in charge of reception; an operation shift registration section 41 for accepting an operation reservation from an operation terminal, that is capable of performing an acceptance operation, from among operation terminals which are not registered in the operation shift as the terminal in charge of reception, and registering the operation terminal in the operation shift as an operation terminal for operation reservation; and an operator's operation management section 46 for accepting selection of the operation terminal to perform an operation request newly from among the operation terminals for operation reservation, requesting the selected operation terminal to start the operation, and in accordance with receiving an operation enabled notification from the selected operation terminal in response to the request, requesting the operation shift registration section 41 to register the selected operation terminal on the operation shift newly as an operation terminal in charge of reception. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  As a call center system and call center system for transferring an incoming call received via a public network to any business terminal having a call function and forming a call channel between the call originator and the business terminal The present invention relates to a program for causing a computer to function.

  Conventionally, an operator who responds to an inquiry about a product is present at a call center and performs reception work. However, in recent years, from the viewpoint of development of various communication devices and effective utilization of human resources, the operation of call centers by home operators has been increasing.

  Japanese Patent Application Laid-Open No. 2003-133830 uses a home and a home agent terminal device and a resident agent terminal device that can be automatically and freely selected using the Internet and an IP telephone network to control connection with a customer terminal device. A call center system is disclosed.

In Patent Document 2, in a home call center, a server computer is connected from a first terminal operated by a home operator for the purpose of preventing reference to a person other than a legitimate home operator and ensuring security. The temporary login request is received, the authentication specific data is transmitted to the first terminal, and the data received from the second terminal possessed by the home operator is the same data as the authentication specific data or A technique for permitting a formal login of a first terminal by using data having the same identity is disclosed.
JP 2007-281649 A JP 2007-58742 A

  However, the operation of a call center by a home operator tends to have a greater burden of management work such as personnel assignment and grasping the work situation than when an operator is present at the call center.

  An object of the present invention is to provide a system capable of reducing the burden of management work such as personnel assignment and grasping of work conditions even when a call center is operated using a home receptionist.

  The call center system according to the present invention registers a business terminal assigned to each person in charge of reception who is in charge of reception work for an incoming call from a caller received via a public network within a predetermined business period. One of the business terminals registered as a receptionist during the business period at the time of the incoming call when an incoming call is received from the caller via the public network. Is selected from the business terminal storage means, and the incoming call from the source is transferred to the selected one business terminal, so that between the source and the selected one business terminal A call center system configured to form a call channel, from a business terminal not registered in the business terminal storage means as a receptionist within a predetermined business period, during the predetermined business period And registering in the business terminal storage means, the business terminal storage means for registering the business terminal as a reservation business terminal in the predetermined business period when there is an input indicating that the acceptance work is possible A request terminal selection means for accepting selection of a reservation work terminal for newly requesting the acceptance work out of the reservation work terminals in the current work period, and a reservation work terminal accepted by the request terminal selection means A job start request means for making a job start request, and in response to receiving a job availability notification from the selected job reservation terminal in response to the job start request, the selected job reservation terminal And additional registration receiving means for newly registering in the business terminal storage means as a receptionist during the business period.

  According to the call center system of the present invention, when there is an input from a business terminal that is not registered in the business terminal storage means as a person in charge of reception within a predetermined business period, that the reception service can be performed during the predetermined business period. The business terminal is registered in the business terminal storage means as a reservation business terminal for the predetermined business period, and a new acceptance service is selected from the reservation business terminals registered in the business terminal storage means for the current business period. The selection of the reservation business terminal to be requested was accepted, a business start request was made to the accepted reservation business terminal, and in addition, a business ready notification was received from the selected business reservation terminal in response to the business start request Correspondingly, the selected business reservation terminal is newly registered in the business terminal storage means as a receptionist in the current business period. Thereby, for example, when it is difficult to process an incoming call only with a business terminal registered as a receptionist in the current business period, a new business terminal can be quickly added.

  In one aspect of the call center system according to the present invention, each business terminal has a camera unit that captures an image of the surroundings, and an operation indicating the operation content by the reception person in charge of each business terminal from each business terminal in charge of reception Operation information acquisition means for acquiring information, response rate acquisition means for acquiring a response rate for an incoming call of each business terminal in charge of each reception, and said response rate is lower than a predetermined reference response rate, and said operation It is characterized by comprising imaging instruction means for instructing a business terminal whose information does not include predetermined reference operation contents to start imaging by the camera unit.

  According to one aspect of the call center system of the present invention, a camera for a business terminal whose response rate is lower than a predetermined reference response rate and whose operation information does not include a predetermined reference operation content. Instruct to start imaging by the unit. In this way, by limiting the imaging by the camera unit to the minimum necessary, for example, even when a business terminal is installed at a home receptionist home, privacy considerations can be made compared to monitoring with a camera at all times it can.

  In one aspect of the call center system according to the present invention, a selection of a business terminal that excludes registration as a receptionist in the business terminal storage unit from the business terminal that is imaging by the camera unit is accepted and accepted. And a reception staff management means for invalidating registration as a reception staff of the business terminal to be excluded.

  According to the call center system of the present invention, the business terminal selected from the business terminals that are imaging by the camera unit is excluded from the business shift receptionist. Therefore, for example, the administrator can remove the business terminal from the business after confirming the business terminal in charge of reception whose work status is not appropriate based on the imaging result of the camera unit.

  The program according to the present invention registers a business terminal assigned to each person in charge of reception within a predetermined business period for reception of incoming calls from a caller received via a public network. One of the business terminals registered as a receptionist within the business period at the time of the incoming call when the incoming call from the call source is received via the public network. A call between the source and the selected one business terminal by selecting from the business terminal storage means and transferring the incoming call from the source to the selected one business terminal A program for causing a computer to function as a call center system configured to form a channel, which is registered in the business terminal storage means as a receptionist within a predetermined business period Reservation service terminal registration for registering the business terminal as a reservation business terminal for the predetermined business period in the business terminal storage means when an input indicating that the business can be accepted during the predetermined business period And a request terminal selection means for accepting a selection of a reservation business terminal for requesting the reception work newly from a reservation business terminal in a current business period registered in the business terminal storage means, and the request terminal selection means In response to the job start request means for making a job start request for the reservation job terminal received in response to receiving the job ready notification from the selected job reservation terminal in response to the job start request. The additional registration receiving means for newly registering the selected business reservation terminal in the business terminal storage means as a receptionist in the current business period. And characterized by causing a computer to function.

  According to the program according to the present invention, when there is an input from the business terminal that is not registered in the business terminal storage means as a receptionist within a predetermined business period that the reception service can be performed during the predetermined business period, Register the business terminal in the business terminal storage means as a reservation business terminal for the predetermined business period, and request a new reception work from the reservation business terminals registered in the business terminal storage means for the current business period In response to the selection of the reservation business terminal to be accepted, a business start request is made to the accepted reservation business terminal, and in addition, in response to the business start request, a business ready notification is received from the selected business reservation terminal Correspondingly, the selected business reservation terminal is newly registered in the business terminal storage means as a receptionist in the current business period. Thereby, for example, when it is difficult to process an incoming call only with a business terminal registered as a receptionist in the current business period, a new business terminal can be quickly added.

  According to the present invention, by registering a business terminal for business reservation in advance, for example, when it is difficult to process an incoming call only with a business terminal registered as a receptionist in the current business period, a new one can be quickly created. Business terminals can be added. In addition, by limiting the imaging by the camera unit to the minimum necessary, for example, even when a business terminal is installed at a home receptionist home, it is possible to give consideration to privacy compared to monitoring with a camera at all times . Therefore, even when a call center is operated using a home receptionist, it is possible to provide a system capable of reducing the burden of management work such as personnel assignment and grasping work status.

  The best mode for carrying out the present invention (hereinafter referred to as “embodiment”) will be described below with reference to the drawings.

  FIG. 1 is a diagram showing a system configuration of a call center system according to the present embodiment.

  In FIG. 1, a PBX (Private Branch eXchange) 100, a multi-function telephone 110, an ACD (Automatic Call Distributor) management device 120, and a business terminal 180 are installed in the call center 1, and each home receiver home 2 has a business service. A terminal 200 is arranged.

  The PBX 100 is a so-called private branch exchange, and generally controls connection between extension telephones (multi-function telephone 110) and connection with the public network 300. Here, an incoming call from the public network 300 from a customer is a reception person who performs business in the call center 1 (hereinafter referred to as “center reception person”) or a reception person that performs business in a remote place such as home (hereinafter, “ It has a function of connecting to the ACD management apparatus 120 so as to be connected via the public network 310.

  The ACD management apparatus 120 is an apparatus that appropriately distributes and connects incoming calls from customers received via the PBX 100 to center receptionists or home receptionists. Here, the ACD management apparatus 120 has a function of distributing customer calls to the business terminal 180 used by the center receptionist or the business terminal 200 used by the home receptionist. The ACD management apparatus 120 manages business shift data indicating the time schedule of each acceptor.

  The business terminals 180 and 200 are terminals used when the acceptor performs operator work, and each has a voice call function. For example, if the call center is a department that accepts inquiries about products of manufacturers that sell products, the receiver operates the business terminals 180 and 200 to access a database (not shown) that stores product information and is necessary. Refer customer information and take action.

  In the call center system configured as described above, it is possible to adjust the working hours according to the convenience of the receptionist by arranging the home receptionist, or to minimize the call center installation space. There is a merit that the transportation cost of each receptionist becomes unnecessary, leading to cost reduction. However, on the other hand, if the working hours are adjusted according to the convenience of the receptionist, there may be cases where the number of people required for the reception work cannot be secured. Therefore, it may be preferable to be able to easily request reception work from a home receptionist who is not a working day in the initial schedule as needed.

  Therefore, in the present embodiment, taking advantage of being at home, the home receptionist is allowed to register in advance the available work time for each predetermined work period (for example, in units of one day), and registration is performed as necessary. Provided is a system that can request reception work from a home reception person based on the available work time.

  In addition, when business is performed at home, for example, it is difficult for an administrator to directly grasp the business status of each home receptionist. In order to understand the work status, it is possible to check the work status of the home receiver at all times with a surveillance camera, but sometimes it may be at home, and monitoring at all times may be lacking in the privacy of the home receiver. Conceivable.

  Therefore, in this embodiment, a system is provided in which the camera is activated only at an appropriate timing and the privacy of the home receptionist is taken into consideration, instead of always monitoring.

  Next, the home business terminal 200 in this embodiment will be described with reference to FIG. In order to simplify the description, the description of the business terminal 180 is omitted, but the business terminal 180 may be configured similarly to the home business terminal 200.

  FIG. 2 is a diagram illustrating functional blocks of the home business terminal 200. In FIG. 2, the CPU 210 develops a basic control program such as a BIOS program stored in the ROM 212 on the RAM 214, controls each unit via the bus 290, and performs a startup process of the terminal. Further, the CPU 210 develops the program 240 stored in the storage device 230 in the RAM 214 to realize various functions.

  The operation input unit 270 receives an instruction input from the receiver via a mouse, a keyboard, or the like. The display output unit 272 outputs various image data to the display as video signals. The camera unit 274 is a so-called monitoring camera, images the surroundings of the business terminal 200 in order to grasp the work status of the receptionist, and transmits the image to the ACD management apparatus 120. The voice call unit 276 functions as a normal phone. That is, the incoming call from the customer to the PBX 100 is distributed to each business terminal by the ACD management device 120, and the voice communication unit of each business terminal forms a call channel with the customer. In this embodiment, an example in which a function for executing a business application and a call function are realized by a single business terminal will be described. For example, the call function uses a normal telephone and only other functions are used. May be realized by a business terminal.

  The business application 241 is an application program used when the acceptor performs an operator business. For example, if the operator business is an inquiry business related to a product in a manufacturer that sells the product, the business application 241 accesses a database that holds information related to the product of the manufacturer and searches for information related to the inquiry from the customer. It is.

  When the logon control unit 242 receives a logon instruction from a receptionist who is scheduled to work via the operation input unit 270, the logon control unit 242 receives logon information such as connection destination information such as a call center telephone number and user identification information from the logon information storage unit 250. Read and make a logon request to the ACD management device 120 based on the logon information.

  Further, the logon control unit 242 receives a logon reservation (business reservation) instruction from a receiver who is not included in the scheduled work person, and makes a logon reservation request to the ACD management apparatus 120.

  The voice call control unit 243 performs control for the voice call unit 276 to form a call channel with the customer.

  The business shift registration request unit 244 receives input of business shift data from a home receiver, and transmits the input business shift data to the ACD management apparatus 120. The business shift registration request unit 244 displays a business shift data registration screen as shown in FIG. 3 on the display output unit 272, and inputs the work available time for each work day from the acceptor via the operation input unit 270. Accept. The registration screen shown in FIG. 3 includes a field 100F for inputting a work day, a field 102F for inputting a workable time on the work day, a “reflect” button to be pressed during data registration, and a “ A field 104F in which operation buttons such as a “cancel” button and an “end” button to be pressed to end the registration process are incorporated.

  The operation information collection unit 245 collects operation information indicating the operation content of the business terminal by the acceptor and periodically transmits it to the ACD management apparatus 120 in order to grasp the work status of the acceptor. The operation information is, for example, process information, network access destination information, and the like. The process information can be acquired from an OS (Operating System) that is basic software of the business terminal 200. The process information includes, for example, an access destination file name, a process name (httpd, mfp, postfix, etc.), an execution directory (/ var / httpd, / usr / mfp, / var / postfix /, etc.), a use port (TCP: 80, UDP: 21, TCP: 25, etc.).

  The camera control unit 246 activates the camera unit 274 in response to a camera activation request from the ACD management device 120, starts imaging the state around the business terminal 200 by the camera unit 274, and stops the camera from the ACD management device 120. In response to the request, the imaging by the camera unit 274 is stopped.

  With the business terminal 200 configured as described above, the home receptionist reserves and registers the available work time, and starts the reception work in response to a logon request via the ACD management apparatus 120. In addition, the business terminal 200 activates the camera unit 274 in response to a request from the ACD management apparatus 120 and images the state of the home receptionist.

  Next, the ACD management apparatus 120 will be further described with reference to FIG.

  FIG. 4 is a diagram showing functional blocks of the ACD management apparatus 120. As shown in FIG. In FIG. 4, the CPU 10 develops a basic control program such as a BIOS program stored in the ROM 12 in the RAM 14, controls each unit via the bus 90, and performs a startup process of the terminal. Furthermore, the CPU 10 develops the program 40 stored in the storage device 30 in the RAM 14 to realize various functions.

  The operation input unit 70 receives an instruction input from a user such as an administrator via a mouse or a keyboard. The display output unit 72 outputs various image data to the display as video signals.

  In response to receiving the business shift data transmitted from the business terminals 180 and 200, the business shift registration unit 41 registers the business shift data in the business shift data storage unit 52 for each business day. FIG. 5 shows an example of business shift data. For example, as shown in FIG. 5, the business shift data includes the receiver information 110 </ b> F indicating the identification information of the receiver, the type information 112 </ b> F indicating the type of the receiver (employee, part-time job, home employee), and the work of the receiver. It includes working time information 114F indicating possible time. The business shift data may include information on the business level (business skill) of the acceptor as the type of the acceptor.

  The logon control unit 42 refers to the business shift data storage unit 52 to identify the person who is scheduled to work, and accepts the reception before a predetermined time (for example, 5 minutes before) the business start time of the identified reception person. The business start notification is transmitted to the business terminal of the user. Thereafter, upon receiving a logon request from the business terminal of the acceptor, the logon control unit 42 performs logon authentication of the acceptor. More specifically, the logon control unit 42 determines whether or not the logon information indicated in the logon request is registered in the logon information storage unit 54. Logon is permitted and a response indicating logon permission is sent to the business terminal to which the logon is requested. If not registered, the logon control unit 42 responds to the logon request destination business terminal indicating logon refusal. In the logon information storage unit 54, logon information corresponding to an acceptor who is permitted to log on may be registered in advance.

  The acceptor status monitoring unit 43 monitors the work status (logon status), operating status (calling or waiting) of the acceptor, and sequentially updates the acceptor status data stored in the acceptor status storage unit 56. . FIG. 6 shows an example of acceptor state data. As shown in FIG. 6, in addition to the acceptor information 120F, the acceptor type information 122F, and the working time information 124F, the acceptor status data includes work status information 126F indicating the acceptor's work status, and the acceptor's acceptance. It includes reception status information 128F indicating the status and response rate information 130F of the receiver.

  The call control unit 44 receives an incoming call from the PBX 100 and refers to the acceptor status data stored in the acceptor status accumulation unit 56, and corresponds to the acceptor in the acceptable state among the accepted acceptors at work. The incoming call is transferred to the terminal to establish a call channel between the customer's telephone and the business terminal.

  The response rate monitoring unit 45 counts the number of incoming calls from the customer and the number of responses (number of established calls) for each recipient, obtains the response rate (number of responses / number of incoming calls) for each recipient, Registration is made in the recipient status data stored in the status storage unit 56.

  Based on the data stored in the business shift data storage unit 52 and the receiver status storage unit 56, the receiver business management unit 46 displays business shift image data indicating the business shift of each receiver to the manager, Work status image data indicating the current work status and the excess or deficiency of the recipient is generated and displayed on the screen via the display output unit 72. FIG. 7 shows an example of work shift image data, and FIG. 8 shows an example of work situation image data. The receiver business management unit 46 only needs to determine the number of receivers based on the response rate of each receiver, and the average response rate of the receiver is lower than a predetermined first reference response rate. In addition, it is determined that the number of acceptors is insufficient, and if the number of acceptors is higher than a predetermined second reference response rate, it may be determined that the number of acceptors is excessive.

  By checking the business shift image and work status image, the administrator grasps the excess and deficiency of the receptionist, and if it is insufficient, the reservation was registered through the receptionist business management unit 46 during the current business period. Request a logon request from the home receptionist to resolve the shortage of receptionists.

  For example, the receiver business management unit 46 refers to the data in the business shift data storage unit 52, extracts reserved receivers, and shows list information of reservation registrants who can perform home work as shown in FIG. Reservation registration status image data is generated and displayed on the screen. Further, the acceptor task management unit 46 accepts selection of a desired acceptor from the list information of reservation registrants (presses the “details” button 300B corresponding to the desired acceptor) and selects the selected acceptor. Receiver workable time image data indicating the workable time is generated and displayed on the screen. FIG. 10 shows the work available time on the working day 20 ** year * month * day of the receptionist K.

  Based on the operation information provided from the business terminal 200 and the response rate obtained by the response rate monitoring unit 45, the work status determination unit 47 estimates the work status of the home receptionist and is assumed to have neglected the reception work. In the case where the request is made, a start request is made to the business terminal 200 of the home receiver.

  The work situation determination unit 47 determines whether, for example, the response rate of the home receptionist is lower than a predetermined reference response rate. If it is lower, the work status determination unit 47 subsequently determines whether or not an access to a predetermined business database is performed based on the process information included in the operation information. When accessing the database, for example, it is considered that work related to work is being performed even if no telephone response is made, and therefore, the work situation is determined to be good. On the other hand, when the database is not accessed, it is determined that there is a possibility that the reception work is neglected, and the work status determination unit 47 requests the business terminal 200 to start the camera.

  As described above, the work status determination unit 47 estimates the work status of the home receptionist based on the operation information and the response rate, and only determines that there is a possibility that the reception work is neglected. To start the camera. Therefore, since it is not necessary to monitor telecommuters more than necessary, it is possible to perform management with consideration for privacy.

  Next, a processing flow in the call center system will be described with reference to operation sequence diagrams of the ACD management apparatus 120 and the business terminals 180 and 200 shown in FIGS.

  FIG. 11 is an operation sequence diagram when making a logon request to the business terminal of the acceptor who is in charge of work by the ACD management apparatus.

  In FIG. 11, the ACD management apparatus 120 refers to the business shift data stored in the business shift data storage unit 52, and receives the business terminal 180 of the receptionist a predetermined time before the business start time of the receptionist scheduled to work. , 200 transmits a business start notification (S100). The business terminals 180 and 200 that have received the business start notification display a start screen for prompting business start on the display via the display output unit 272 (S102). The start screen is provided with a logon start button and a cancel button, and when the acceptor presses the logon start button (the determination result in step S104 is affirmative “Y”), the business terminals 180 and 200 connect to the ACD management apparatus 120. Then, a logon request is made (S106). In response to the logon request, the ACD management apparatus 120 performs logon authentication (S108). On the other hand, if the acceptor presses the cancel button or there is no instruction from the acceptor for a predetermined time, the start screen is closed and the process is terminated (S110).

  When the logon authentication is successful, the ACD management apparatus 120 sends a logon request response to the business terminals 180 and 200 (S112), and the business terminals 180 and 200 display a business screen in response to the response (S114). The ACD management apparatus 120 updates the work status data of the acceptor stored in the acceptor status storage unit 56 (S116), and notifies the work terminals 180 and 200 of the work start when the work start time comes. (S118).

  With the above sequence, the acceptor is ready to perform business using the business terminals 180 and 200.

  FIG. 12 is a diagram showing an operation sequence when a home receptionist who is not scheduled to work performs reservation registration of workable time with the ACD management apparatus via the business terminal.

  First, a home receptionist who wishes to register for reservation of workable time makes a logon reservation request from the business terminal 200 to the ACD management apparatus 120 (S200). In response to the logon reservation request, the ACD management apparatus 120 performs logon reservation registration processing by updating the work status data of the recipient stored in the recipient status storage unit 56 (S202), and the registration processing is completed. Thereafter, a reservation completion notification is sent to the business terminal 200 (S204).

  Upon receiving the reservation completion notification, the business terminal 200 displays a reservation reception completion screen indicating that the reservation reception has been completed normally on the display via the display output unit 272 (S206).

  After that, when there is a shortage of acceptors, the administrator selects a desired acceptor from among the acceptors who have been reserved for logon, and makes a request for a reserve user logon to the business terminal 200 corresponding to the selected acceptor. (S208). In response to the request, the business terminal 200 displays a logon inquiry screen for inquiring whether the acceptor can log on via the display output unit 272 (S210).

  If the reception person receives the display of the logon inquiry screen and can start the business (the determination result of step S212 is affirmative “Y”), the reception person makes a logon request to the ACD management apparatus 120 (S214). On the other hand, if the business cannot be started (the determination result of step S212 is negative “N”), the logon is canceled and the process is terminated (S216).

  Upon receiving the logon request from the business terminal 200, the ACD management apparatus 120 performs logon authentication (218), logon request response (S220), acceptor status update (S222), and business start notification (S222). 200 is used for business.

  According to the above sequence, when the number of persons who are performing reception work is insufficient, the administrator can make a business request to the home reception person who is registered for logon reservation.

  Next, with reference to FIGS. 13 and 14, a monitoring flow of the work status of the home receptionist in the call center system will be described.

  FIG. 13 is a diagram showing an operation sequence when the ACD management apparatus monitors a receptionist who is working.

  In FIG. 13, the business terminal 200 always collects operation information in the operation information collection unit 245 (S300), and periodically notifies the ACD management apparatus 120 of the operation information collected by the operation information collection unit 245 (S302).

  The ACD management apparatus 120 determines whether to perform monitoring based on the operation information and the response rate (S304). More specifically, the ACD management apparatus 120 performs monitoring when the response rate of the home receptionist is lower than a predetermined reference response rate and a predetermined business database is not accessed. Determine to do.

  When monitoring is performed (the determination result in step S304 is affirmative “Y”), the ACD management apparatus 120 displays a camera activation request screen for prompting the administrator to activate the camera via the display output unit 72. To display. Next, when the administrator determines that the camera needs to be activated, the ACD management apparatus 120 makes a camera activation request to the business terminal 200 based on an instruction from the administrator (S310). Here, when the ACD management apparatus 120 determines that monitoring is to be performed in step S304, the administrator is inquired whether to start the camera further. If it is determined that the camera is to be executed, a camera activation request may be automatically issued to the business terminal 200.

  Upon receiving the camera activation request, the business terminal 200 performs the activation process of the camera unit 274 in the camera control unit 246 (S312), and the camera is being activated to notify the home receptionist that the camera is activated. A screen indicating this is displayed on the display via the display output unit 272 (S314). After the camera unit 274 is activated, the business terminal 200 sequentially transmits the monitoring image data captured by the camera unit 274 to the ACD management apparatus 120 (S316), and displays the monitoring image data on the display via the display output unit 72 ( S318).

  With the above sequence, the ACD management apparatus 120 estimates the work status of the home receptionist based on the operation information and the response rate, and only determines that there is a possibility that the reception work is neglected. To start the camera. Therefore, since it is not necessary to monitor telecommuters more than necessary, it is possible to perform management with consideration for privacy.

  FIG. 14 is a diagram illustrating an operation sequence when the ACD management apparatus performs processing according to an instruction from the administrator based on the monitoring result of the acceptor.

  The ACD management apparatus 120 displays monitoring image data transmitted from the business terminal 200. (S400). The administrator checks the displayed monitoring image data, determines whether the receptionist is working properly, and if the administrator determines that the work status is normal, the administrator The camera stop operation is instructed to the ACD management apparatus 120 via 70. The ACD management apparatus 120 receives a camera stop operation from the administrator (S402), and makes a camera stop request to the business terminal 200 (S404). In response to the camera stop request, the business terminal 200 stops the imaging by the camera unit 274 via the camera control unit 246 (S406).

  On the other hand, the administrator confirms the displayed monitoring image data, and if the administrator confirms the displayed monitoring image data and determines that the work status is abnormal, the administrator inputs an operation. The forced logoff operation is instructed to the ACD management apparatus 120 via the unit 70. In response to the forced logoff operation (S410), the ACD management apparatus 120 makes a forced logoff request to the business terminal 200 (S412). Upon receiving the forced logoff request, the business terminal 200 stops imaging by the camera unit 274 via the camera control unit 246 (S414), and displays an image indicating that the forced logoff has been performed on the display (S416). Further, a logoff request is made to the ACD management apparatus 120 (S418). Upon receiving the logoff request, the ACD management apparatus 120 performs a logoff process on the business terminal 200 (S420), and updates the work status data of the acceptor stored in the acceptor status storage unit 56 (S422).

  Based on the above sequence, the administrator can check the work status of the home receptionist based on the monitoring image data provided from the business terminal 200, and when determining that the work status is abnormal, It is possible to forcibly log off the business terminal 200 and forcibly remove a home receptionist whose work status is not normal from the business shift.

  The present invention registers business terminals for business reservations in advance, and for example, when it is difficult to process an incoming call only with a business terminal registered as a receptionist in the current business period in a business shift, a new business can be quickly created. Added the terminal. In addition, by limiting the imaging by the camera unit to the minimum necessary, for example, even when a business terminal is installed at the home receptionist's home, privacy considerations are made compared to monitoring with a camera at all times . Therefore, the present invention, for example, transfers an incoming call received via a public network to any business terminal having a call function, and forms a call channel between the call originator and the business terminal. The present invention can be applied to a call center system and a program for causing a computer to function as the call center system.

It is a figure which shows the system configuration | structure of the call center system which concerns on this embodiment. It is a figure which shows the functional block of a home business terminal. It is a figure which shows an example of the business shift data registration screen. It is a figure which shows the functional block of an ACD management apparatus. It is a figure which shows an example of work shift data. It is a figure which shows an example of receiving person status data. It is a figure which shows an example of work shift image data. It is a figure which shows an example of work status image data. It is a figure which shows an example of reservation registration status image data. It is a figure which shows an example of reception person work possible time image data. It is an operation | movement sequence diagram at the time of making a log-on request | requirement with respect to the business terminal of the receptionist whose ACD management apparatus is in charge of work. It is a figure which shows the operation | movement sequence at the time of the reservation receptionist of the workable time with respect to an ACD management apparatus via the business terminal by the home receptionist who is not scheduled to work. It is a figure which shows the operation | movement sequence at the time of an ACD management apparatus monitoring the receptionist in business. It is a figure which shows the operation | movement sequence at the time of ACD management apparatus performing the process according to the instruction | indication of the administrator based on the monitoring result of a reception person.

Explanation of symbols

1 Call center 10 CPU
12 ROM
14 RAM
DESCRIPTION OF SYMBOLS 30 Memory | storage device 40 Program 41 Business shift registration part 42 Logon control part 43 Receiver state monitoring part 44 Call control part 45 Response rate monitoring part 46 Recipient work management part 47 Work condition judgment part 50 Database 52 Business shift data storage part 54 Logon Information storage unit 56 Recipient status storage unit 70 Operation input unit 72 Display output unit 90 Bus 100 PBX
110 Multifunctional telephone 180, 200 Business terminal 230 Storage device 240 Program 241 Business application 242 Logon control unit 243 Voice call control unit 244 Business shift registration request unit 245 Operation information collection unit 246 Camera control unit 250 Logon information storage unit 270 Operation input unit 272 Display output unit 274 Camera unit 276 Voice call unit 290 Bus 300, 310 Public network

Claims (4)

Business terminal storage means for registering business terminals assigned to each person in charge of reception, who is in charge of reception work for incoming calls received from the caller via the public network within a predetermined business period When an incoming call is received from the caller via the public network, one of the business terminals registered as a receptionist within the business period at the time of the incoming call is selected from the business terminal storage means A call channel is formed between the source and the selected one business terminal by transferring the incoming call from the source to the selected one business terminal. Call center system,
When there is an input from a business terminal that is not registered in the business terminal storage means as a receptionist within a predetermined business period to the effect that the reception service can be performed during the predetermined business period, Reservation business terminal registration means for registering in the business terminal storage means as a reservation business terminal in a period;
Request terminal selection means for accepting selection of a reservation work terminal for newly requesting the acceptance work from reservation work terminals in the current work period registered in the work terminal storage means;
Business start request means for making a business start request for the reservation business terminal received by the request terminal selection means;
In response to receiving a business availability notification from the selected business reservation terminal in response to the business start request, the business terminal is newly assigned as a receptionist in the current business period. Additional registration receiving means for registering in the storage means;
Call center system with In the call center system according to claim 1,
Each business terminal has a camera part that captures the surroundings of each,
Operation information acquisition means for acquiring operation information indicating the operation content by the person in charge of receiving each business terminal from each business terminal in charge;
Response rate acquisition means for acquiring a response rate to an incoming call of each business terminal in charge of each reception;
An imaging instruction that instructs the business terminal to start imaging by the camera unit with respect to a business terminal in which the response rate is lower than a predetermined reference response rate and the operation information does not include a predetermined reference operation content Means,
Call center system with In the call center system according to claim 2,
Accepting the selection of a business terminal that excludes registration as a receptionist in the business terminal storage means from the business terminals that are imaging by the camera unit, and registers the received business terminal as a receptionist for the exclusion The manager in charge of the receptionist to disable,
A call center system comprising: Business terminal storage means for registering business terminals assigned to each person in charge of reception, who is in charge of reception work for incoming calls received from the caller via the public network within a predetermined business period When receiving an incoming call from the caller via the public network, one of the business terminals registered as a receptionist within the business period at the time of the incoming call is retrieved from the business terminal storage means. Select and transfer the incoming call from the source to the selected one business terminal so as to form a call channel between the source and the selected one business terminal A program for causing a computer to function as a configured call center system,
When there is an input from a business terminal that is not registered in the business terminal storage means as a receptionist within a predetermined business period to the effect that the reception service can be performed during the predetermined business period, Reservation business terminal registration means for registering in the business terminal storage means as a reservation business terminal in a period;
Request terminal selection means for accepting selection of a reservation work terminal for newly requesting the acceptance work from reservation work terminals in the current work period registered in the work terminal storage means;
Business start request means for making a business start request for the reservation business terminal received by the request terminal selection means;
In response to receiving a business availability notification from the selected business reservation terminal in response to the business start request, the business terminal is newly assigned as a receptionist in the current business period. Additional registration receiving means for registering in the storage means;
Program for causing the computer to function.