JP2010050937A - Automatic call origination system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an automatic call origination system for improving efficiency in business of a call center by efficiently performing call transmission to customer terminals. <P>SOLUTION: The automatic call origination system includes: the customer terminals; business terminals for a call with the customer terminals; an exchanger for connecting the customer terminals to the business terminals; a customer database for recording the transmission destinations of the customers, the priority order of call origination, and call origination enabled time by each transmission destination; and an automatic call origination processing server. The automatic call origination processing server includes: a customer extracting means for extracting the customer who needs the call origination of the telephone call; a transmission destination specifying means for specifying the transmission destination among the plurality of transmission destinations of the extracted customer as the specified transmission destination, where the present time is within the call origination enabled time and also the priority order is the highest; a call origination control means for performing the origination of the telephone call to the specified transmission destination; and an exchanger control means for controlling the exchanger in order to connect the customer terminal to the business terminal. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a call center for customer service in a company, and more particularly, to an automatic telephone call transmission system used in a call center of a financial institution where a claim for a claim is performed.

  In a call center of a financial institution that demands receivables, it is necessary to call a large number of customers, so calls are automatically made to the customers who need them, and when the phone is connected, Responding system is used.

  Under such circumstances, for example, when the other party is busy or absent, a telephone line that automatically calls another telephone number without performing a call operation again when the other party is busy or absent. A plurality of extension numbers are registered in advance in the subaddress from the terminal device (see Patent Document 1) and the ISDN terminal on the calling side, and even if the target extension is busy or absent, it is registered next. It is an exchange having a function to prevent troublesome operations such as a caller's re-transmission operation by dialing an extension (refer to Patent Document 2) and a function of sequentially trying to establish a call connection to a plurality of called terminals designated by a subscriber. Then, a processing procedure (calling time etc.) for each incoming call terminal can be set by an exchange that can be set by the subscriber (see Patent Document 3), and a ranking condition that determines the order of multiple contacts for each registrant. Based on contact request And reading out a plurality of contacts and ranking conditions set for each registrant, ranking the plurality of contacts based on the read ranking conditions (see Patent Document 4), and each of the plurality of communication terminals. The terminal identifiers such as telephone numbers assigned to the telephone numbers are held together, the priority order of the terminal identifiers is set, and the incoming call processing is sequentially performed according to the priority order according to the outgoing call (see Patent Document 5). It has been proposed that when a specific key operation is performed, a contact telephone number is read and transmitted according to the priority registered in the contact priority registration means (see Patent Document 6).

JP-A-5-22447 JP-A-5-22448 JP-A-10-28176 JP 2004-172769 A JP 2006-222583 A JP 2007-221190 A

  However, in any case, calls are made based on the priorities of multiple destinations, but they do not take into account the customer's convenience or the history of outgoing calls. Could not be secured. To contact customers, you can make calls to multiple phone numbers, such as home, work, mobile phone, etc., but to which destination and at what time is the best place to call Varies from customer to customer. In addition, a call history such as to which destination the call was sent last time and what result was an important factor in securing a call with the customer. The automatic transmission system of this invention aims at providing the system which performs the telephone transmission to a customer terminal efficiently based on these things, and improves the work efficiency of a call center.

  The present invention relates to a customer terminal for receiving a call by a customer, a business terminal for making a telephone call with the customer terminal, an exchange for connecting the customer terminal and the business terminal, and a telephone for making a call with the customer. It consists of a customer database that records the call destinations, the priority of calls when there are multiple call destinations, and the available call time set for each call destination, and an automatic call processing server. Out of the multiple destinations of the extracted customer, based on the customer extraction means for extracting the customers who need to make a call, and the destination of the telephone in the customer database, the priority of outgoing calls, and the available call time. A destination identification means that extracts a destination whose time is within the callable time, further identifies a destination with the highest priority among the extracted destinations as a specific destination, and calls a specific destination Automatic transmission characterized by comprising outgoing control means for making outgoing calls, and switching equipment control means for controlling an exchange to connect a customer terminal that has received a call as a result of outgoing calls by the outgoing call control means to a business terminal capable of making a call About the system. With such a configuration, a call is made to a callee with the highest priority within the callable time, so that the work efficiency of the call center can be improved.

  Furthermore, the call origination database includes a history of outgoing calls to the customer, and the destination identification means determines the number of outgoing calls to the highest priority destination based on the outgoing history in the outgoing history database. , It is determined whether or not the preset number of outgoing calls has been reached, and if the number of outgoing calls to the destination with the highest priority has reached the upper limit of outgoing calls, a plurality of outgoing calls that the extracted customer has Among destinations, it is preferable to specify a destination having the highest number of outgoing calls and the next highest priority as a specific destination. With such a configuration, when a call cannot be made even if a call is made more than a predetermined number of times, the upper limit number of calls has not been reached and a call is sent to the next highest priority destination. Therefore, unnecessary transmission can be prevented.

  When a specified destination specified by the customer as a specific destination is recorded in the customer database, the destination specifying means may specify the specified destination as the specific destination in preference to other destinations. preferable. With such a configuration, a call is made to a designated destination designated by the customer, which is convenient for the customer and facilitates securing a call with the customer.

  Furthermore, it consists of a transmission history database in which the history of outgoing calls to customers is recorded. Based on the history of outgoing calls in the outgoing history database, the destination identification means has made a call to the specified destination at the time of the previous call. If the call was made to the specified destination, another destination whose current time is within the available time is extracted, and the destination with the highest priority among the extracted destinations is extracted. It is preferable to specify as a specific destination. With this configuration, if a call cannot be made despite a call made to the specified destination specified by the customer for the first time, the call will be sent to another destination from the next time onward. It becomes easy to secure a call with.

  The destination identification means is a non-call upper limit that is preset based on the number of calls made to the specified destination at the time of the previous call but not called based on the call history in the call history database. If the number of calls made to the specified destination at the previous call was not called but was not called, and the number of calls that were not made in the past has not reached the maximum number of non-calls, the specified destination Is specified as a specific destination, and the current time can be sent when the number of calls made to the specified destination at the time of the previous call but not making a call and the number of calls not made in the past has reached the maximum number of non-calls It is preferable to extract other destinations within the time period, and further specify the destination with the highest priority among the extracted destinations as the specific destination. For example, if the designated call destination is a mobile phone, the call is not made because the mobile phone was out of service area at the time of the previous call, and the call cannot be made with the customer. If the call is made to a destination other than the destination, the convenience of the customer is not good, and conversely, the possibility of securing a call with the customer may be reduced. If you make a call to a specified destination more than once but do not make a call, make an exception until you reach the maximum number of non-calls while preventing unnecessary calls by calling the other destination. In particular, if a call is made to the designated destination even after the first time, it is convenient for the customer and it is easy to secure a call with the customer.

  The destination identification means determines whether or not the result sent to the designated destination at the time of the previous call was a call and busy based on the call history in the call history database. When there is a call, the specified destination is specified as a specific destination, a call is made, and when the call is not busy, other destinations whose current time is within the callable time are extracted, and further extracted destinations Of these, it is preferable to specify a destination having the highest priority as a specific destination. For example, if the subsequent call is made to a destination other than the designated destination until the call cannot be made because it was busy at the time of the previous call, the convenience of the customer is not good. Conversely, the possibility of securing a call with a customer may be lowered. If a call is made to the specified destination at the time of the previous call and you cannot make a call for reasons other than busy even though you called, you can prevent unnecessary calls by calling the other destination. However, if the call was busy at the time of the previous call, exceptionally, if the call is sent to the designated call destination after the first time, it is convenient for the customer and it is easy to secure the call with the customer.

  When the destination specifying means specifies the designated destination as the specific destination, and the current time is not within the callable time of the designated destination, the call control means becomes the callable time of the designated destination. It is preferable to make a call to the designated destination within the time available for transmission. By adopting such a configuration, a call is always made to the designated destination designated by the customer for the first time, which is convenient for the customer and makes it easy to secure a call with the customer.

  If the destination whose current time is within the available call time includes the destination that received the abolishment signal in the outgoing history in the outgoing history database, the destination identification means will identify these destinations. It is preferable to exclude and specify a specific destination. By adopting such a configuration, when the destination telephone number is abolished, since the destination is specified by excluding these destinations, unnecessary outgoing calls can be prevented.

  In addition, if the destination whose current time is within the callable time includes the destination that received the signal of the customer terminal failure or the line failure in the outgoing call history by the outgoing call history database, the destination is specified. The means preferably excludes these destinations and specifies specific destinations until a predetermined time elapses from the transmission time when a customer terminal failure or line failure signal is received. Even if a call cannot be made due to a customer terminal failure or a line failure at the time of outgoing call before the previous call, there is a possibility that it has recovered several hours after receiving the signal. By adopting such a configuration, until a predetermined time has elapsed since the reception of the signal of the customer terminal failure or the line failure, the destination that received the signal was excluded and recovered while preventing unnecessary transmission. It is possible to make a call after the elapse of a predetermined time expected.

  Further, the automatic call processing server has a business terminal specifying means for specifying a business terminal connected to the customer terminal based on the customer's attribute and / or the management status of the receivable, and the switch control means has the specified business It is preferable to control the exchange to connect to the terminal. With this configuration, the business terminal to be connected based on the customer's attributes and the management status of receivables, that is, the person in charge who responds, is identified. It is possible to respond to the person in charge and further improve the operational efficiency of the call center.

  According to the present invention, since a call is made to a callee with the highest priority within the callable time, the work efficiency of the call center can be improved. When a call with a customer cannot be secured even if a call is made a predetermined number of times or more, the call is sent to a callee with the next highest priority, so that unnecessary calls can be prevented. In addition, when the customer has set the designated call destination, the call is made with priority over the designated call destination, so that it is possible to make a phone call convenient for the customer.

  Hereinafter, embodiments of the automatic transmission system of the present invention will be described.

  FIG. 1 is a block diagram showing a configuration example of an automatic transmission system according to the present invention. The call center 101 includes a business terminal 103 for a business person to make a call with a customer, an exchange 105 for controlling connection between the customer terminal and the business terminal, an automatic call processing server 107 for controlling the automatic call system in the present invention, a customer database. 109 and a transmission history database 111, which are connected by a dedicated line. There are a plurality of business terminals 103 according to the number of business personnel. The call center 101 is connected to a customer terminal 115 through which a customer receives a call via a public line 113. The customer terminal 115 may be a mobile phone as well as a fixed phone, and each customer has a plurality of terminals such as a home phone, a mobile phone, and a work phone. The customer database 109 includes a plurality of customer attributes (name, age, gender, occupation, address, etc.), transaction history, bond management status, telephone destination telephone numbers for calling with customers, and a plurality of destinations. The priority order of outgoing calls in each case and the available outgoing time set for each destination are recorded. On the other hand, in the outgoing call history database 111, a history of outgoing calls to the customer (destination, outgoing time, outgoing result) and the outgoing permission remaining number are recorded. Here, the remaining number of outgoing calls is set every predetermined period (usually one day), and means the remaining number of calls that can be made during the predetermined period (during that day).

  FIG. 2 is a diagram illustrating a hardware configuration of the automatic call processing server. The automatic call processing server 107 receives data such as a control unit 201 constituted by a CPU, a ROM, and a RAM, a signal received at the time of making a call, and transmits / receives data to / from a business terminal or an exchange. Information transmitting / receiving means 203, information updating means 205 for updating the customer database 109 and outgoing history database 111, customer extracting means 207 for extracting customers who need to make phone calls due to delays in repayment of debt, etc. Destination specifying means 209 for specifying the destination based on the priority order and the available call time, the transmission control means 211 for controlling the outgoing call, the business terminal specifying means 213 for specifying the business terminal for handling each customer, and the customer It is composed of switch control means 215 for controlling connection between the terminal and the business terminal by the switch, and each processing means is connected to an internal bus. Ri is connected.

  FIG. 3 is a flowchart relating to the automatic transmission system according to the present invention. First, the customer extraction means 207 extracts a customer satisfying a certain condition such that the debt is not repaid by the contract date (repayment date) from the customer database 109 as a call originator (step S10).

  Next, the outgoing call history of the extracted customer within a predetermined period is extracted from the outgoing call history database 111 (step S12). This predetermined period can be set as appropriate, but is usually during the day. Hereinafter, the description will be made on the assumption that the predetermined period is during the day. Next, it is determined whether or not the number of outgoing calls exceeds the specified number (step S14). Since the extracted transmission history is only the history of the day, it is determined whether or not the number of transmissions during the day exceeds the specified number. Here, the specified number is the maximum number of calls that can be made during a predetermined period (during the day), and the number of calls is the number of calls made during the specified period (during the day). It represents whether there is. Assuming that the number of calls made during the predetermined period (during the day) is the number of outgoing calls, the number of outgoing calls is “number of outgoing calls + 1”.

  The relationship between the number of remaining calls allowed, which is the remaining number of calls that can be made during the specified period (during the day), the specified number, and the number of times that the call has been made is "specified number = the number of calls that have already been sent + the number of calls that have been sent." . For example, if the specified number is 5, and if no outgoing call has been made on that day, the number of outgoing calls is “0” and the outgoing call permission remaining number is “5”. After that, after the first call, the number of transmitted calls is “1” and the remaining number of permitted calls is “4”. After the second call, the number of completed calls is “2” and the remaining number of permitted calls is “3”. It becomes. After the third transmission, the number of transmissions completed is “3” and the remaining number of permitted transmissions is “2”. After the fourth transmission, the number of transmissions completed is “4” and the remaining number of permitted transmissions is “1”. Then, after the fifth transmission, the number of times of transmission is “5” and the remaining number of permitted transmissions is “0”.

  Each time a call is made, the remaining number of allowed transmissions decreases, and if the remaining number of permitted calls becomes 0, no outgoing call is made. For example, if the specified number is “3”, and if three outgoing calls have already been made during the day, the number of outgoing calls is “3” and the remaining number of outgoing calls is “0”. At the time of the next transmission, the number of transmissions is “number of transmissions + 1”, so “3 + 1” becomes “4”, exceeds the prescribed number “3”, and transmission is restricted. In this way, limiting the number of calls that exceed the specified number may be annoying for the customer when calls are made many times a day. This is to limit outgoing calls within a certain number of times.

  If it is determined in step S14 that the number of outgoing calls exceeds the specified number, the outgoing call processing on the day is terminated without further processing. If it is determined in step S14 that the number of outgoing calls is the same as the specified number or less than the specified number, the customer database 109 indicates that there are a plurality of call destinations and destinations for calling with the customer. The priority of transmission, the possible transmission time set for each transmission destination, and the designated transmission destination are extracted (step S16). The destinations to be extracted are limited to those for which “acceptance” is registered in the dunning use consent classification described later. However, if “accept” is not registered in any of the home phone, work phone, mobile phone, and other contact destinations, only the home phone is extracted as the destination. Also, if the signal received at the time of making a call is found to be abolished on that day, or if the callee has previously been found to be abolished and the number has not changed, Excluded from previous extraction. “Abolition” refers to the case where the telephone number of the call destination is no longer used due to the suspension of the telephone contract or the like due to customer circumstances. In addition, when a “customer terminal failure or line failure” signal (hereinafter referred to as “terminal failure / line failure”) is received, a “terminal failure / line failure” signal is received only for a preset time. The destination that received the message is excluded from the extraction of the destination. Here, “terminal failure / line failure” refers to a case where a customer terminal has failed or a telephone line has failed. Moreover, the predetermined time excluded from the extraction of the destination can be set as appropriate, such as 1 hour or 2 hours.

  Here, the callable time is set for each destination, and is a time during which a call can be made to each destination. The callable time may be automatically set in a time zone in which there is a high possibility that a call can be made with the customer from the past history, or may be set according to the customer's attribute (for example, occupation). It is also possible for the customer to set a callable time in advance according to his / her convenience. The designated destination is a destination that is designated as a specific destination by the customer and is sent with the highest priority.

  Next, in step S18 to step S38, the specific destination is specified by the destination specifying unit 209. The specific destination is a destination to which a call is made by automatic call processing. First, it is determined whether or not a designated transmission destination is set (step S18). If the specified destination is set, whether or not the call was made to the specified destination during the day, and the number of times that the call was not made and the call was not made at the previous call on that day is the preset non-call limit number A determination is made as to whether or not the call has been reached or whether or not the call was made during the previous call during the day and the call was busy (step S20). Even if you have not made a call to the specified destination or if you have already made a call to the specified destination, the number of times you did not call and did not make a call to the specified destination last time is the maximum number of non-calls If the call has not been reached, or if the call was made at the previous call to the designated destination and the call was busy, the process moves to the flowchart described in FIG. The maximum number of non-calls is the maximum number of calls that can be made to a specified destination during the specified period (during the day) and no calls are allowed. In the process, a call is sent to a destination other than the designated destination. By providing the non-call upper limit number of times, it is possible to prevent a call from being automatically made to a designated destination until a call is not made even if the call is made many times. The non-call upper limit number can be appropriately set within a range smaller than the prescribed number. Here, “call” means that when a call is made, a signal is normally connected to the other party's terminal (customer terminal), and when the other party is busy, a signal to that effect is returned. If not, it means a state waiting for connection with the other terminal.

  On the other hand, if the specified destination does not exist, or if you have already made a call to the specified destination (even if you have already made a call to the specified destination, do not call the previous specified destination, If the number of calls that have not been made has not reached the maximum number of non-calls, and if the call was made during a previous call to the specified destination, and the call was busy), the call can be made at the current time. A destination other than the designated destination is extracted (step S22). For example, if the maximum number of non-calls is set to 3 times, 3 calls are made to the specified destination, and if the call is not made 3 times in succession, the destinations other than the specified destination will be sent after the 4th call. Call processing is performed.

  Next, it is determined whether or not a destination that can be sent at that time has been extracted (step S24). Depending on the time zone, there may be a case where a destination to which a call can be made is not extracted, and in this case, the processing is interrupted for a certain time for the customer (step S26). After a predetermined time has passed, the process returns to step S12, and the automatic transmission process is resumed. The fixed time can be appropriately set, for example, 1 hour or 2 hours.

  If a destination that can be sent is extracted at the current time, the destination with the highest priority is identified (step S28). The priority order may be automatically set in advance from the total of past histories among approved destinations. Customers can also set priorities. In this way, the destinations that can be sent at the current time are extracted, and among them, the destinations with the highest priority are sent, so even if the destination with the highest priority is outside the available call time, it can be sent. Next, the call is sent to the destination with the highest priority, and as a result, the customer can be contacted efficiently.

  Next, it is determined whether or not the number of times of transmission to the specified transmission destination has reached a preset maximum number of transmissions (step S30). The maximum number of outgoing calls is set as appropriate within a range that is less than the specified number. The maximum number of calls that can be made during the specified period (during the day) for the same destination at a destination other than the designated destination. Say the number of times. For example, when the upper limit number of outgoing calls is set to one, once a call is made to a certain destination, the next outgoing call is made to another destination. The number of transmissions made to the specified transmission destination is counted based on the transmission history (transmission destination, transmission result) extracted from the transmission history database, and it is determined whether or not the upper limit number of transmissions has been reached. If it is determined in step S30 that the upper limit number of outgoing calls has not been reached, a telephone call is made to the highest priority destination (excluding the designated destination). On the other hand, when it is determined in step S30 that the upper limit number of outgoing calls has been reached, among the outgoing destinations extracted in step S22 (calling destinations other than the designated destination that can make outgoing calls at the current time), 2 The destination with the second highest priority is identified (step S32). Next, it is determined whether or not the number of calls made to this destination has reached a preset maximum number of calls (step S34). A call will be made. When the upper limit number of transmissions has been reached, the third highest priority destination is identified among the destinations extracted in step S22 (step S36). Further, it is determined whether or not the number of calls made to this destination has reached a preset upper limit number of calls (step S38). Will be done. If the upper limit number of transmissions has been reached, the process returns to step S12 and the automatic transmission process is resumed. Although not shown, in this case, the processing may be interrupted for a certain time and restarted from step S12.

  In step S30, step S34, or step S38, if the specified destination has not reached the upper limit number of outgoing calls, this destination is the specific destination and is the target of outgoing calls.

  Next, the business terminal in charge is selected by the business terminal specifying means 213 based on the customer attribute and / or the management status of the bond (step S40). Customers who are expected to be able to repay their debts will be assigned to relatively inexperienced business staff. Can assign an experienced veteran business person. For example, it classifies based on occupation, annual income, etc., and assigns to each business person in charge. Even for the same annual income, a company employee whose income is relatively stable has higher creditworthiness than a customer who is not a company employee whose income is not necessarily stable. Therefore, when the customer is a company employee, the business terminal of a business person with relatively little experience is selected, and when the customer is other than the company employee, the business terminal of a business person with relatively rich experience is selected.

  In addition, it is possible to classify based on the debt arrears period, usage balance, etc., and distribute them to each business person in charge. In this case, if the overdue period is long or the usage balance is large, a business terminal of a business person with a relatively rich experience is selected. Note that the business terminal that handles the telephone call must be in a state in which a call can be made at the time of outgoing call, and the automatic call processing server 107 via the information transmitting / receiving unit 203 determines which business terminal is in the “vacant” state. In real time.

  Next, a call is made to the specific destination specified in any of step S28, step S32, or step S36 (step S42). The outgoing call is executed by the outgoing call control means 211. Then, as a result of the call, it is determined whether or not a call has been made (step S44). Examples of cases where a call is not made include a customer terminal failure, a line failure, a mobile phone being out of service area, or a power failure. Whether or not a call has been made is determined by receiving a signal when making a call.

  When it is determined in step S44 that the call has not been made, the transmission history database 111 is updated by the information updating means 205 (step S46). In the transmission history database 111, a transmission destination, a transmission time, a transmission result, and a transmission permission remaining number are recorded. Then, the process is interrupted for the customer for a certain time (step S48). After a predetermined time has passed, the process returns to step S12, and the automatic transmission process is resumed. The fixed time can be appropriately set, for example, 1 hour or 2 hours. By restarting the automatic call processing after a certain period of time has passed, the customer's situation may change and it may be possible to make a call.

  If it is determined in step S44 that the call has been made, it is determined whether or not the customer terminal has responded (step S50). When the customer terminal does not respond, the outgoing call history database 111 is updated by the information updating unit 205 (step S52), and the processing is interrupted for a certain period of time (step S54), as in step S46.

  When the customer terminal responds in step S50, the exchange control means 215 controls the exchange, and the business terminal selected in step S40 and the customer terminal are connected. The contents of the call between the person in charge of the business and the customer, the completion of the business, etc. are recorded in the customer database 109 by the input from the business terminal (step S56), and the destination, the call time, the call result, and the call permission remaining The numbers are recorded in the outgoing call history database 111 (step S58), and the automatic outgoing call processing ends.

  Next, in FIG. 4, the operation process of the automatic transmission system related to transmission to a designated transmission destination will be described.

  In step 20 of FIG. 3, even if the call has not been made to the designated destination during the day, or if the call has already been made to the designated destination, call at the previous call to the designated destination. If the number of calls that have not been made does not reach the maximum number of non-calls, or if the call was made during a previous call to the specified destination and the call was busy, the current time can be sent to the specified destination. It is determined whether it is within the time (step S60). If it is not within the callable time of the designated destination, the process waits until the callable time of the designated destination is reached (step S62), and then the process is resumed from step S12. Therefore, a call is always made to the designated destination designated by the customer for the first time.

  On the other hand, if it is determined in step S60 that the current time is within the callable time of the specified destination, the business terminal in charge is selected based on the customer attributes and / or the management status of the bond. (Step S64). The business terminal is selected by the business terminal specifying means 213 in the same manner as in step S40.

  Next, a call is made to the designated call destination by the call control means 211 (step S66). Then, it is determined whether or not a call has been made as a result of the call (step S68). If the call is not made, it is determined whether or not the number of calls that have not been made has reached a preset non-call upper limit number (step S70). The number of times that the call has not been made is counted based on the call history (call destination, call result) extracted from the call history database, and it is determined whether or not the non-call upper limit number has been reached. As a result, if the upper limit number of non-calls has not been reached, the outgoing call history database 111 is updated by the information updating unit 205 (step S72), and after a certain period of time has elapsed (step S84), the process is restarted from step S12. Then, a telephone call is made to the designated destination ("NO" in step S20). On the other hand, if the result of determination in step S70 is that the non-call upper limit number has been reached, the outgoing call history database 111 is updated by the information updating means 205 (step S74), and after a predetermined time has passed (step S84), from step S12 Processing is resumed, and processing is performed assuming that a call has already been made to the designated destination ("YES" in step S20). Therefore, it is possible to prevent an unnecessary call from being made to a designated destination when the call is not made even if the call is made many times.

  If it is determined in step S68 that the call has been made, it is determined whether or not the customer terminal has responded (step S76). If the customer terminal does not respond, a determination is made as to whether the customer terminal is busy or not based on a signal received when making a call (step S78). As a result, when the call is busy, the transmission history database 111 is updated by the information updating unit 205 (step S72), and after a predetermined time has elapsed (step S84), the process is restarted from step S12, and the designated transmission destination is again transmitted. A telephone call is made ("NO" in step S20). On the other hand, if the result of determination in step S78 is not busy, the outgoing call history database 111 is updated by the information updating means 205 (step S74), and after a predetermined time has elapsed (step S84), the processing is restarted from step S12. Processing is performed assuming that a telephone call to the designated call destination has already been made ("YES" in step S20).

  If the customer terminal responds in step S76, the exchange control means 215 controls the exchange, and the business terminal selected in step S64 and the customer terminal are connected. The contents of the call between the person in charge of the business and the customer, the completion of the business, etc. are recorded in the customer database 109 by the input from the business terminal (step S80), the destination, the call time, the call result, and the call permission remaining The numbers are recorded in the outgoing call history database 111 (step S82), and the automatic outgoing call processing ends.

  FIG. 5 is a data configuration example of a customer database. For each customer, the destination, designated destination, and priority of the destination are recorded. Also. There are a home phone, a work phone, a mobile phone, and other contact information as the call destination, and a telephone number, a reminder use approval category, and a callable time are recorded for each. As described above, normally, only a destination for which “acceptance” is registered in the dunning use approval classification is a contact point of the automatic transmission system.

FIG. 6 is a data configuration example of a transmission history database. In the transmission history database, a transmission destination, a transmission time, a transmission result, and a transmission permission remaining number at each transmission are recorded. The first transmission on the day is the first and the next is the second, and the transmission history is recorded sequentially. Here, the result of the call includes the completion of the call, the incomplete call, the caller other than the caller, no outgoing call, busy, terminal failure / line failure, abolition, out-of-service / power off, call stop, radio interference, and the like. “Call completed” refers to the case where, as a result of the call, the call is connected to the customer terminal, the conversation with the customer is completed normally, and the intended message is completed. “Calling incomplete” refers to the case where, as a result of the call, the terminal is connected to the customer terminal and the conversation with the customer is completed normally, but the intended message is not completed. “Non-calling person” refers to a case where, as a result of the call, the caller is connected to the customer terminal, but the intended party is not completed because the other party is the other party. “Do not call” is a call, and the customer terminal is in a connection waiting state, but the customer terminal does not answer. “Busy” is that the call is made but the other party is talking to another phone. Refers to the case where the call could not be made. "Terminal failure / line failure" and "Abolition" are as described above. “Out-of-service / power-off” means that a communication terminal such as a mobile phone does not exist within the communicable range, the communication terminal such as a mobile phone is turned off by the customer, or the battery is dead. It refers to the case where it was. “Call stop” refers to a case where use of the telephone is temporarily stopped due to non-payment of telephone charges. “Radio interference” refers to a case where a call is interrupted for some reason even though the customer terminal is connected as a result of the call.

  For example, the case of the customer “ΔΔΔΔ” in FIGS. 5 and 6 will be described as an example. The customer “△△△△” is registered as “Accept” for the work, mobile phone, and other contacts in the dunning use consent category, and the priority of the destination is the mobile phone, work, and other contacts. In the order. Since the designated call destination is a mobile phone, the first call is made to the mobile phone. As shown in FIG. 6, the first call was made at 10:00 am and the call was made, but the customer “ΔΔΔΔ” did not answer and was not connected to the mobile phone. If the specified number of calls that can be made during the day is three, the remaining number of outgoing calls will be reduced from three to two. Note that the number of outgoing calls remaining is reduced only when the result of outgoing calls is a call (call completed, call not completed, or other than the caller), and only when the call is successfully made with the callee. You may make it reduce a number.

  Next, after 1 hour, a call is made to a mobile phone other than the designated mobile phone. At 11:00 am, the work place and other contacts are also within the available time, and are sent to the work place with higher priority. As a result of the outgoing call, the customer terminal is connected and the outgoing call permission remaining number is reduced to one time. However, since the telephone call could not be made, the outgoing call is made again.

  Furthermore, at 12:00 am one hour later, the work place and other contact information are also within the callable time. Normally, a call is sent to a work place with a higher priority, but since the upper limit number of calls is set to one, a call is sent to other contacts. As a result, a call can be made with the customer, and the business has been completed.

  Although the present embodiment has been described assuming a call center that mainly performs a reminder operation in a financial institution, the automatic transmission system of the present invention is not limited to this, and may be a call center for customer service in a company. For example, it can be used for other operations.

It is a block diagram which shows the structural example of the automatic transmission system concerning this invention. It is a figure which shows the hardware constitutions of an automatic transmission processing server. It is a flowchart which shows the operation | movement process of the automatic transmission system concerning this invention. It is a flowchart which shows the operation | movement process of the automatic transmission system concerning this invention. It is a data structural example of a customer database. It is an example of a data structure of a transmission log | history database.

Explanation of symbols

101 Call Center 103 Business Terminal 105 Switch 107 Automatic Call Processing Server 109 Customer Database 111 Transmission History Database 113 Public Line 115 Customer Terminal 201 Control Unit 203 Information Transmission / Reception Unit 205 Information Update Unit 207 Customer Extraction Unit 209 Destination Identification Unit 211 Transmission Control Unit 213 Business terminal identification means 215 Exchange control means

Claims (10)

A customer terminal from which the customer receives calls;
A business terminal for making phone calls with customer terminals;
An exchange for connecting customer terminals and business terminals;
A customer database in which telephone destinations for making calls with customers, priority of outgoing calls when there are a plurality of outgoing destinations, and a callable time set for each outgoing destination are recorded;
It consists of an automatic call processing server,
The automatic call processing server
Customer extraction means for extracting customers who need to make phone calls;
Based on the destinations of telephone calls in the customer database, the priority of outgoing calls, and the available outgoing times, the outgoing destinations whose current time is within the available outgoing time are extracted from the multiple outgoing destinations of the extracted customers. Further, a destination identification means for identifying the destination with the highest priority among the destinations extracted as a specific destination,
A transmission control means for making a call to a specific destination;
An automatic transmission system comprising: an exchange control means for controlling an exchange in order to connect a business terminal capable of making a call with a customer terminal that has received an incoming call as a result of an outgoing call by the outgoing call control means. Furthermore, it consists of a call history database that records the history of calls made to customers,
The destination identification means
Based on the history of outgoing calls in the outgoing call history database, determine whether the number of outgoing calls to the highest priority destination has reached the preset upper limit of outgoing calls,
If the number of outgoing calls to the destination with the highest priority has reached the upper limit of outgoing calls, the number of outgoing calls has not reached the upper limit of outgoing calls among the multiple destinations of the extracted customer, 2. The automatic call system according to claim 1, wherein a call destination having the second highest priority is specified as a specific call destination. When the specified destination specified by the customer as a specific destination is recorded in the customer database,
The automatic transmission system according to claim 1 or 2, wherein the transmission destination specifying means specifies the specified transmission destination as the specific transmission destination in preference to the other transmission destinations. Furthermore, it consists of a call history database that records the history of calls made to customers,
The destination identification means
Based on the history of outgoing calls in the outgoing call history database, it is determined whether or not a call was made to the specified destination at the time of the previous call. If the call was made to the specified destination, the current time is within the available call time. 4. The automatic transmission system according to claim 3, wherein a certain other destination is extracted, and a destination having the highest priority among the extracted destinations is specified as a specific destination. The destination identification means
Based on the outgoing call history in the outgoing call history database,
Determine whether the number of calls made to the specified destination at the time of the previous call but did not make a call and the number of calls that have not been made in the past has reached the preset non-call limit number,
If you made a call to the specified destination at the time of the previous call but did not make a call, and if the number of calls you did not make in the past has not reached the maximum number of non-calls, specify the specified destination as a specific destination,
If the number of calls made to the specified destination at the time of the previous call but did not make a call and the number of calls that were not made in the past has reached the maximum number of non-calls, another destination whose current time is within the available call time 5. The automatic call system according to claim 4, wherein a call destination having the highest priority among the extracted call destinations is specified as a specific call destination. The destination identification means
Based on the outgoing call history in the outgoing call history database,
As a result of calling the specified destination at the time of the previous call, it is determined whether or not the call has been made,
When you are on a call and busy, you can identify a specific destination as a specific destination,
When a call is not being made, other destinations whose current time is within the available call time are extracted, and the destination with the highest priority among the extracted destinations is specified as a specific destination. The automatic transmission system according to claim 4, wherein the automatic transmission system is provided. When the destination identification means identifies the specified destination as the specific destination, and the current time is not within the available time for the specified destination,
The transmission control means waits until the designated transmission destination is available for transmission, and makes a call to the designated transmission destination within the transmission possible time. Automatic call system. If the destination whose current time is within the available call time includes the destination that received the abolishment signal in the outgoing history in the outgoing history database, the destination identification means will identify these destinations. The automatic transmission system according to any one of claims 1, 2, 3, 4, 5, 6 and 7, wherein the specific transmission destination is specified by exclusion. When the destination whose current time is within the callable time includes the destination that received the signal of the customer terminal failure or the line failure in the outgoing history by the outgoing history database, the destination identification means The specific destination is specified by excluding these destinations until a predetermined time has elapsed from the transmission time when the customer terminal failure or line failure signal is received. The automatic transmission system according to any one of 3, 4, 5, 6, 7 and 8. The automatic call processing server has a business terminal specifying means for specifying a business terminal connected to the customer terminal based on the customer attribute and / or the management status of the claim,
The automatic transmission according to any one of claims 1, 2, 3, 4, 5, 6, 7, 8, or 9, wherein the exchange control means controls the exchange to connect to the specified business terminal. system.

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