JP2010050938A - Automatic call origination system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an automatic call origination system for efficiently securing a telephone call with a customer, while limiting the number of times of call origination to the prescribed number of times or less. <P>SOLUTION: The automatic call origination system originates a telephone call to a customer terminal, and originates a telephone call again when business is not terminated. The system includes: customer terminals; business terminals for a call with the customer terminals; an exchanger for connecting the customer terminals to the business terminals; a call origination history database for recording call origination histories and the remaining number of call origination permissions being call origination enabled times; and an automatic call origination processing server. The automatic call origination processing server includes: a call origination history extracting means for extracting the call origination history and the remaining number of call origination permissions; a call origination control means for performing call origination when the remaining number of call origination permissions is one or more, and stops the call origination when the remaining number is zero; an exchanger control means for controlling the exchanger; and an information updating means for updating a call origination result in the call origination history database. <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).

  In addition, as a device that receives a signal from a terminal and controls outgoing calls according to the received signal, a telephone device that can reliably and promptly deliver a message that the calling party wants to transmit to the called party (Patent Document 7), a monitoring system (Patent Document 8) that makes an outside line connection in order to a notification destination registered in advance in the storage means when the central processing unit receives a signal in an unsteady state from a terminal Has been.

  By the way, in a call center for customer service in a company, when making a call with a customer, it may not be possible to make a call with the customer just by making a call once. A call may be made. However, if a call is made many times a day, the customer may feel annoyed, and it is also necessary to limit the number of calls made within a predetermined number of times in response to legal regulations. None of Patent Documents 1 to 8 described above does not control outgoing calls according to the number of outgoing calls, and cannot deal with them.

JP-A-5-22447 JP-A-5-22448 JP-A-10-28176 JP 2004-172769 A JP 2006-222583 A JP 2007-221190 A JP 2004-193927 A JP 2004-274725 A

  SUMMARY OF THE INVENTION An object of the present invention is to provide an automatic call system that can efficiently secure a call with a customer while limiting the number of calls made within a predetermined number of times.

The present invention is an automatic transmission system for automatically calling a customer terminal and automatically calling the customer terminal again when the request is not completed as a result of calling the customer, A customer terminal from which the customer receives calls, a business terminal for making telephone calls with the customer terminals,
An exchange that connects a customer terminal and a business terminal, a call history database that records the number of calls that can be made within a preset period, and a call history database that records the number of calls that can be made within a predetermined period. A processing server, wherein the automatic call processing server extracts a customer that needs to make a call, and a call history extraction means that extracts the extracted call history and the number of permitted calls from the call history database A call control means for controlling outgoing calls so as to make a call to the customer terminal when the outgoing call remaining number is 1 or more, and to stop the outgoing call to the customer terminal when the outgoing call remaining number is 0; The exchange control means for controlling the exchange to connect the business terminal capable of making a call with the customer terminal that has received the call as a result of the outgoing call by the outgoing call control means, and the outgoing call history data based on the outgoing call result An automatic calling system characterized by comprising an information updating means for updating the call history and transmission permission number of remaining over scan. By adopting such a configuration, it is possible to control whether or not to make a call according to the remaining number of outgoing calls, so that it is possible to limit making calls to the same customer more than necessary.

  The automatic call processing server comprises signal receiving means for receiving a signal corresponding to the status of the customer terminal at the time of outgoing call, and the information update means is in a situation where the signal receiving means cannot be normally connected to the customer terminal. If the signal is received, update the outgoing call history database while maintaining the remaining number of outgoing calls, and if a signal other than the signal indicating that it is not possible to connect to the customer terminal normally by the signal receiving means, It is preferable to update the outgoing call history database by reducing the outgoing call permission remaining number by one. Even if the customer terminal cannot be normally connected at the time of outgoing call, the outgoing call is excessively limited if the remaining number of outgoing calls is decreased. By adopting such a configuration, it is possible to suppress restrictions on excessive outgoing calls, and to secure calls with customers while restricting unnecessary outgoing calls.

  The signal indicating that the customer terminal cannot be normally connected is preferably a signal indicating busy, terminal failure, line failure, abolition, out-of-service / power-off, or call stop. If the customer terminal is busy, terminal failure, line failure, abolition, out-of-service area / power outage, or call suspension at the time of the last call, the call will be sent It will be overly limited. By adopting such a configuration, it is possible to suppress restrictions on excessive outgoing calls, and to secure calls with customers while restricting unnecessary outgoing calls.

  When the signal update signal is received at the time of the previous call and the information update means increments the remaining number of permitted calls by 1 when the call is made again within a predetermined period set in advance. The call control means preferably makes a call. If the telephone connection is interrupted due to radio interference and the conversation has not ended, it is necessary to make another telephone call. In such a case, the remaining number of outgoing calls will be reduced. , Excessively restricting outgoing calls. However, even if the telephone connection is interrupted due to radio interference, the conversation may end when the call is interrupted. In such a case, it is considered that the call has ended normally. (It may be necessary to make another call without completing the business, even if the conversation ends). Therefore, when the telephone connection is interrupted due to radio wave interference, the remaining number of outgoing calls is decreased, and the remaining number of outgoing calls is increased by 1 only when a call is made immediately.

  The outgoing call control means receives a busy, terminal failure, line failure, out-of-service / power-off, or call stop signal at the time of the previous call, or receives a busy signal, but the customer terminal responds. If not, if connected to an answering machine, or if connected to a facsimile machine (hereinafter referred to as FAX), call will be made again after a predetermined time has elapsed since the previous call. When a signal of radio interference is received when a previous call is made, it is preferable to make a call again without waiting for a predetermined time after the previous call. As a result of making a call, when a call is in progress, terminal failure, line failure, out-of-service area / power outage, or when the call is stopped, or when the last call was made, a signal during the call was received but the customer terminal responded If not, if connected to an answering machine, or if connected to a fax machine, it is unlikely that a call with the customer can be secured even if the call is immediately re-sent to the same destination. It is desirable to call the destination again after the time has elapsed. On the other hand, if the call is interrupted due to radio wave interference, it is more likely that the call can be secured if the call is immediately re-sent to the same destination.

  It is preferable that the predetermined time can be set differently for each signal received at the time of outgoing call and / or the result of outgoing call at the time of outgoing call. Usually, the time required for a call to be made varies depending on the situation at the time of outgoing call (received signal or result of outgoing call). By adopting such a configuration, it is possible to adjust the time until the call is made again according to the situation at the time of the previous call, and the possibility of securing the call with the customer is increased. .

  An automatic call processing server consisting of a call destination for making a call with a customer, a call priority when there are multiple call destinations, and a customer database in which the callable time set for each call destination is recorded. Extracts a destination whose current time is within the available call time from a plurality of destinations of the customer extracted by the customer extraction means, and further, a specific call with the highest priority among the extracted destinations It is preferable that the destination control unit includes a destination specification unit that specifies a destination, and the transmission control unit makes a call to the specified specific destination. With such a configuration, since a call is made to a callee with the highest priority within the callable time, even if the number of calls that can be made is limited, there is a high possibility that a call can be made with a customer.

  Further, the destination specifying means determines whether or not the number of outgoing calls to the destination with the highest priority has reached a preset upper limit number of outgoing calls based on the outgoing call history in the outgoing call history database. 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. In addition, it is preferable to specify a destination having the second 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 calls can be prevented, and even if the number of calls that can be made is limited, the possibility of making a call with a customer increases.

  When the specified destination specified by the customer as the 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 this configuration, a call is made to the designated destination designated by the customer, which is convenient for the customer, and even if the number of times that the call can be made is limited, a call with the customer is possible. The possibility of being able to be increased.

  Destinations whose current time is within the available time range include destinations that have received a terminal failure, line failure, out-of-service / power-out, and / or call stop signal in the call history database. If there is a destination that the customer terminal did not answer, and / or a destination connected to the answering machine is included, or connected to the FAX If the specified destination is included, the destination specifying means excludes these destinations and specifies the specific destination until a predetermined time has elapsed from the time when the signal was received. It is preferable. If a call cannot be made due to a terminal failure, line failure, out-of-service area / power-out, and / or call stop at the time of the previous call, and / or a call signal is received, but the customer terminal does not respond In this case, even when connected to an answering machine or connected to a FAX, the situation may be recovered several hours after the signal is received and a call can be made. By adopting such a configuration, it is possible to prevent unnecessary transmission while excluding the transmission destination that received the signal and proceeding with the transmission processing until a predetermined time has elapsed since the transmission of the signal. It is possible to make a call to these destinations after a predetermined time when the situation is expected to have recovered.

  It is preferable that the predetermined time can be set to be different for each signal received by the excluded destination and / or the result of the transmission at the excluded destination. Connect to an answering machine when a call cannot be made due to a terminal failure, line failure, out-of-service area / power failure, and / or a call stop, and / or when a call signal is received but the customer terminal does not respond The time taken for the situation to recover and to be able to make a call varies depending on whether the call is made or connected to the FAX. With such a configuration, it is possible to adjust the time for excluding the destination based on the signal received at the excluded destination and / or the result of the transmission at the excluded destination. It is possible to make a call to these destinations after the elapse of time when the situation is expected to be recovered while preventing outgoing calls.

  According to the present invention, it is possible to control the number of times of making a call according to the situation of the call destination, and further, the call is made to the call destination with the highest priority within the callable time, so that a predetermined number of times It is possible to provide a system that can efficiently make a call with a customer while restricting outgoing calls.

  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 transmission processing server 107 updates the control means 201 composed of CPU, ROM and RAM, information transmission / reception means 203 for transmitting / receiving data to / from business terminals and exchanges, a customer database 109, and a transmission history database 111. Information updating means 205, customer extraction means 207 for extracting customers who need to make a call due to delays in debt repayment, etc., outgoing history extraction for extracting outgoing history and outgoing permission remaining number from outgoing history database 111 Means 209, destination specification means 211 for specifying the destination based on the priority of the destination and the available time, etc., outgoing control means 213 for controlling outgoing calls, depending on the situation of the customer terminal at the time of outgoing calls Signal receiving means 215 for receiving signals and switch control for controlling connection between the customer terminal and the business terminal by the switch Is composed of a stage 217, the processing means are connected by an internal bus.

  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.

  As shown in FIG. 6, the outgoing call history database records the outgoing call destination, outgoing call time, outgoing call result, and outgoing permission remaining number at each outgoing call. The first transmission on the day is the first and the next is the second, and the transmission history is recorded sequentially. As a result of the call, the call is completed, the call is not completed, the call is not completed, the call is not made, the call is not busy, the terminal is broken, the line is broken, the line is abandoned, the service area is out of service, the call is stopped, the radio wave is interrupted, There are FAX and others. “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 send” receives a signal during a call as a result of the call, and if it is in a connection waiting state but does not respond for a certain time from the customer terminal, “busy” receives a signal during a call However, this refers to the case where the other party is in a call with another telephone and cannot make a call with the business terminal. 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. “Terminal failure” refers to the case where the customer terminal is malfunctioning, and “Line failure” refers to the case where the telephone line is defective. “Abolition” means that if the telephone number of the callee is no longer used due to the customer's convenience, etc., “out of service area / power out” will be within the communication range of communication terminals such as mobile phones. This refers to the case where it does not exist, or the case where the customer has turned off the power of a communication terminal such as a mobile phone or the battery has run out. “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. “Voice mail” refers to the case where the user is connected to the answering machine, and “FAX” refers to the case where the user is connected to the FAX.

  Next, when a call was made last time (just before), the customer terminal was connected, but whether or not the call with the other party was disconnected due to radio wave interference is based on the outgoing call history extracted from the outgoing call history database. Is determined (step S14). The case where the call at the time of the previous telephone call is disconnected due to radio wave interference will be described with reference to the flowchart shown in FIG.

  In step S14, the call at the time of the previous call is not disconnected due to radio wave interference (that is, when the call is not connected to the customer terminal at the time of the previous call or when the call ends normally even if connected) Is determined, it is determined whether or not the number of outgoing calls exceeds a prescribed number, that is, whether or not the remaining number of outgoing calls is 0 (step S16). Since the extracted outgoing history is only the history of the day, it is determined whether the number of outgoing calls during the day exceeds the specified number or whether the remaining number of outgoing calls allowed during the day is zero. It will be. 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 S16 that the number of outgoing calls exceeds the specified number (the outgoing permission remaining number is 0), the outgoing call processing on that day is terminated without further processing. In step S16, if it is determined that the number of outgoing calls is the same as or smaller than the specified number (the number of outgoing calls remaining is not 0), the call destination for calling with the customer from the customer database 109, In the case where there are a plurality of destinations, the priority of transmission, the possible transmission time set for each destination, and the designated destination are extracted (step S18). 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. When a terminal failure, line failure, out-of-service / power-out, and / or call stop signal was received at the time of the previous call, and / or when a call signal was received but the customer terminal did not respond ( When the call result is not sent), when connected to an answering machine, or when connected to a fax machine, the callee should be excluded from the caller extraction only for a preset time. Is possible. The predetermined time excluded from the extraction of the transmission destination can be appropriately set such as 1 hour or 2 hours according to the received signal or the result of the transmission. For example, it is possible to set a predetermined time according to the situation, such as 1 hour for out-of-service / power-off, 3 hours for call stop, 6 hours for terminal failure or line failure. is there.

  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 S20 to step S40, the specific destination is specified by the destination specifying means 211. 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 S20). 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 and whether or not the call has been made during the previous call on the day (step S22). 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.

  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 S24). 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 transmitted at that time has been extracted (step S26). Depending on the time zone, there may be a case where a callable destination is not extracted, and in this case, the processing is interrupted for a certain time for the customer (step S28). 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.

  When a destination that can be sent is extracted at the current time, the destination with the highest priority is identified (step S30). 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 (number of transmissions to the specified transmission destination) has reached a preset maximum number of transmissions (step S32). 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 S32 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, if it is determined in step S32 that the upper limit number of outgoing calls has been reached, among the destinations extracted in step S24 (the destinations other than the designated destination that can make a call at the current time), 2 The destination with the second highest priority is identified (step S34). Next, it is determined whether or not the number of calls made to this destination has reached a preset maximum number of calls (step S36). If the maximum number of calls has not been reached, the call is sent to this destination. A call will be made. If the upper limit number of outgoing calls has been reached, the third highest priority destination is identified from the destinations extracted in step S24 (step S38). 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 S40). If the number of outgoing calls has not been reached, outgoing calls are made to this destination. 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 S32, step S36, or step S40, 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 based on the customer attributes and / or the management status of receivables (step S42). Based on the customer attributes and the management status of receivables, the business terminal to be connected, that is, the person in charge who responds, is identified. The business efficiency of the call center can be further improved. 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.

  When the business terminal is selected in step S42, a display screen as shown in FIG. 8 is displayed on the display unit of the selected business terminal, and the business person in charge prepares for connection with the customer terminal. FIG. 8A is a screen that displays the remaining number of permitted transmissions and customer information. At the top of the screen, the remaining number of outgoing calls is displayed as “◇ times”. From the center to the bottom of the screen, the member number, name, home address, home phone number, work name, work phone number, mobile phone number, gender, The date of birth, age, etc. are displayed. In addition, for each of the home phone number, the work phone number, and the mobile phone number, the available call time and the dunning use permission classification are displayed. Other contact information is not displayed because the telephone number is not registered in the customer database. FIG. 8B is a screen that displays the outgoing call history for the day. The date and time of transmission, the transmission destination, the telephone number of the transmission destination, the transmission result, the remaining number of permitted transmissions, the person in charge of the business who responded at the time of the transmission, etc. are displayed. These pieces of information are transmitted from the customer database 109 and the transmission history database 111 to the business terminal by the information transmission / reception means 203.

  Next, a call is made to the specific destination specified in any of step S30, step S34, or step S38 (step S44). The outgoing call is executed by the outgoing call control means 213. Then, it is determined whether or not a call is made as a result of the transmission (step S46). 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 and whether a customer terminal failure, line failure, out-of-service area, or power outage is determined by receiving a signal by the signal receiving means 215 when making a call.

  If it is determined in step S46 that the call has not been made, the transmission history database 111 is updated by the information updating means 205 (step S48). In the transmission history database 111, the transmission destination, the transmission time, and the transmission result are recorded, respectively, but the remaining number of transmission permission is maintained as it is. If you do not make a call, that is, if a terminal failure / line failure, abolition, out-of-service area / power outage, or a call stop, the remaining number of outgoing calls will be reduced, excessively restricting outgoing calls. It is to become. When the outgoing call history database 111 is updated, the process is interrupted for this customer for a certain time (step S68). 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 resuming the automatic call processing after a certain period of time has elapsed, the situation on the customer side changes, and even when a call is made to the same destination, it may be possible to answer the call.

  If it is determined in step S46 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, it is determined whether or not the user terminal is busy based on the signal received by the signal receiving means 215 when making a call (step S52). As a result, when busy, the information update unit 205 records the destination, the transmission time, and the transmission result in the transmission history database 111 (step S54). However, the remaining transmission permission number is maintained as it is. This is because, if the customer terminal is busy, if the remaining number of outgoing calls is reduced, outgoing calls will be excessively restricted. When the outgoing call history database 111 is updated, the process for this customer is interrupted for a predetermined time (step S68), and after the predetermined time has elapsed, the process returns to step S12 and the automatic outgoing call process is resumed.

  On the other hand, if it is determined in step S52 that the communication is not busy, the information update unit 205 records the destination, the transmission time, and the transmission result in the transmission history database 111 as in step S54 (step S56). However, in this case, the remaining number of outgoing calls is reduced. When the outgoing call history database 111 is updated, the process for this customer is also interrupted for a predetermined time (step S68), and after the predetermined time has elapsed, the process returns to step S12 and the automatic outgoing call process is resumed.

  In step S50, when the customer terminal responds, the exchange control means 217 controls the exchange, and the business terminal selected in step S42 and the customer terminal are connected. When connected to an answering machine, connected to FAX, or when the call is terminated due to radio wave interference (step S58), the details of the call between the business staff and the customer are complete. This is recorded in the customer database 109 by an input from the business terminal (step S60).

  Next, it is determined whether or not the business has been completed by calling the telephone (step S62). If the request is not completed, the information updating unit 205 records the destination, the transmission time, and the transmission result in the transmission history database 111 (step S64). At this time, if the telephone is disconnected due to radio wave interference when connected to an answering machine, or connected to FAX, the remaining number of outgoing calls is reduced.

  Next, it is determined whether or not the reason for disconnecting the call is due to the answering machine or FAX (step S66). If the reason is due to the answering machine or FAX, the process is interrupted for a certain period of time (step S68). After the elapse of time, the process returns to step S12, and the automatic transmission process is resumed.

  As described above, in step S68, when a signal indicating a busy state, a terminal failure, a line failure, out-of-service area / power-off, or a call stop is received, or a signal during a call is received, the customer terminal does not respond. If you are connected to an answering machine, or if you are connected to a fax machine, you may suspend the call processing for a certain period of time and send the call to the same destination after resuming the call process. Although it is possible, the time during which this outgoing call processing is interrupted is appropriately set for each received signal or outgoing result (for example, whether no outgoing call or connected to an answering machine). can do. For example, set the time according to the situation, such as 1 hour for “out of service area / power out”, 3 hours for “stop call”, 6 hours for “terminal failure / line failure”, etc. Is possible. In addition, the transmission process interruption process in step S68 and the transmission destination extraction exclusion process in step S18 can be used together, and the transmission process interruption in step S138 is interrupted according to the received signal or the result of transmission. Alternatively, it is possible to set in advance which process of the process of excluding the destination extraction in step 18 is executed.

  On the other hand, if it is determined in step S66 that it is not due to an answering machine or FAX, it is due to radio interference, so that the process immediately returns to step S12 without waiting for the automatic transmission process to be resumed. This is because when a call is disconnected due to radio wave interference, the possibility of securing a call with a customer increases if the user makes a call immediately.

  If it is determined in step S62 that the request has been completed, the transmission destination, transmission time, and transmission result are recorded in the transmission history database 111 (step S70), and the automatic transmission process ends. At this time, the remaining number of outgoing permission is reduced.

  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 S22 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 S72). 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 S74), 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 S72 that the current time is within the callable time of the designated destination, the business terminal in charge is selected based on the customer attributes and / or the management status of the bond. (Step S76). The selection of the business terminal is performed by the same method as in step S42.

  Next, a call is made to the designated call destination by the call control means 213 (step S78). Then, as a result of the call, it is determined whether or not a call has been made (step S80). If the call has not been made, it is determined whether or not the call has been made due to out-of-service / power-off and the number of calls that have not been made has reached a preset non-call upper limit number (step S82). 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, when the non-call upper limit number has not been reached, the outgoing call history database 111 is updated by the information updating means 205 (step S84). In the transmission history database 111, the transmission destination, the transmission time, and the transmission result are recorded, respectively, but the remaining number of transmission permission is maintained as it is. This is because, as a result of the outgoing call, if the remaining number of outgoing calls is reduced even when out of service area or power is turned off, outgoing calls will be excessively restricted. When the outgoing call history database 111 is updated, the process is interrupted for this customer for a certain time (step S108). After a predetermined time has elapsed, the process is restarted from step S12, and the telephone call is made again to the designated destination ("NO" in step S22). 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.

  On the other hand, if the result of determination in step S82 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 S86). Also in this case, the remaining number of permitted transmissions is maintained. Therefore, the remaining number of outgoing calls will be maintained when the phone call results in a terminal failure / line failure, abolition, or call suspension, and when the maximum number of non-calls has been reached due to out-of-service / power-off. become. This is because even if the number of times that a call has not been made reaches the non-call upper limit number of times, if the remaining number of outgoing calls is reduced, outgoing calls will be excessively restricted. When the outgoing call history database is updated, after a predetermined time has elapsed (step S108), the process is restarted from step S12, and it is processed as if a call has already been made to the designated destination (in step S22, “ YES ").

  If it is determined in step S80 that the call has been made, it is determined whether or not the customer terminal has responded (step S88). 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 the call is made (step S90). As a result, when the call is busy, the transmission history database 111 is updated by the information update unit 205 (step S92). However, the remaining transmission permission number is maintained as it is. This is because, if the customer terminal is busy, if the remaining number of outgoing calls is reduced, outgoing calls will be excessively restricted. When the outgoing call history database 111 is updated, the process for this customer is interrupted for a certain period of time, and after a certain period of time has elapsed (step S108), the process is resumed from step S12. Is to be performed ("NO" in step S22). 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.

  On the other hand, if the result of determination in step S90 is not busy, the transmission history database 111 is updated by the information updating means 205 (step S94). In this case, the transmission permission remaining number decreases. When the outgoing call history database 111 is updated, after a predetermined time has elapsed (step S108), the process is restarted from step S12, and it is processed as if the telephone call to the designated destination has already been made (in step S22). "YES").

  As described above, in step S108, when a busy signal is received, or when a call is not made due to out-of-service or power-off, and the maximum number of non-calls has not been reached, the outgoing call processing is interrupted for a certain period of time. Later, the call will be sent to the specified destination again, but this call processing will be interrupted when the busy signal is received and when the call is out of service or power is turned off, and the non-call limit If the number of times has not been reached, a different time can be set as appropriate.

  If the customer terminal responds in step S88, the exchange control means 217 controls the exchange, and the business terminal selected in step S76 and the customer terminal are connected. When the call is terminated (step S96), including the case where it is connected to the answering machine, the case where it is connected to the FAX, and the case where the call is disconnected due to radio interference (step S96), the contents of the call between the business staff and the customer are completed. This is recorded in the customer database 109 by an input from the business terminal (step S98).

  Next, it is determined whether or not the business is completed by calling the telephone (step S100). If the request is not completed, the information update unit 205 records the destination, the transmission time, and the transmission result in the transmission history database 111 (step S102). At this time, if the telephone is disconnected due to radio wave interference when connected to an answering machine, or connected to FAX, the remaining number of outgoing calls is reduced.

  Next, it is determined whether or not the reason for disconnecting the call is due to the answering machine or FAX (step S104). If the reason is due to the answering machine or FAX, the process is interrupted for a certain period of time (step S108). After the elapse of time, the process is resumed from step S12. In this case, it is assumed that the call has already been made to the designated call destination, and the call process is performed (“YES” in step S106 and step S22). Therefore, after this, a call is made to a destination other than the designated destination. On the other hand, if it is determined in step S104 that it is not due to the answering machine or FAX, it is due to radio interference, so the process immediately returns to step S12 without waiting for the automatic transmission process to be resumed. In this case, it is assumed that the call has not been made to the designated call destination, and the call origination process is performed (“NO” in step S22). If the call is disconnected due to radio interference, it is more likely that you will be able to secure a call with the customer if you make a call without waiting for a call. Yes.

  If it is determined in step S100 that the request has been completed, the transmission destination, transmission time, and transmission result are recorded in the transmission history database 111 (step S110), and the automatic transmission process ends. At this time, the remaining number of outgoing permission is reduced.

  Next, referring to FIG. 5, an operation process of the automatic transmission system when the immediately preceding call is disconnected due to radio wave interference will be described.

  In step S14 of FIG. 3, when the call at the time of the previous telephone call is disconnected due to radio wave interference, first, the remaining number of outgoing calls is adjusted (step S112). That is, the remaining number of outgoing permission is increased by one. Even if the remaining number of permitted calls is 0 due to the previous call, the call can be made by adjusting the remaining number of permitted calls in this way. If the phone connection is interrupted due to radio interference and the request is not completed, you will need to make another call. In such a case, if you want to reduce the number of calls allowed, Too much restriction on outgoing calls. However, even if the telephone connection is interrupted due to radio interference, if the conversation is terminated, it is considered that the call has been terminated normally, so it is desirable to reduce the remaining number of outgoing calls. Therefore, this problem is solved by adjusting the remaining number of outgoing calls.

  Next, redialing to the previous destination, that is, a call is made to the same destination (step S114). The outgoing call is executed by the outgoing call control means 213. Then, it is determined whether or not a call is made as a result of the call (step S116). 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.

  If it is determined in step S116 that the call has not been made, the transmission history database 111 is updated by the information updating means 205 (step S118). In the transmission history database 111, the transmission destination, the transmission time, and the transmission result are recorded, respectively, but the remaining number of transmission permission is maintained as it is. This is because, if the call is not made, that is, if the remaining number of outgoing calls is reduced even when out of service area or power is turned off, outgoing calls are excessively restricted. When the outgoing call history database 111 is updated, the process is interrupted for this customer for a certain time (step S138). 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 S116 that the call has been made, it is determined whether or not the customer terminal has responded (step S120). If the customer terminal does not respond, it is determined whether or not the user terminal is busy based on the signal received by the signal receiving means 215 when making a call (step S122). As a result, when busy, the information update unit 205 records the destination, the transmission time, and the transmission result in the transmission history database 111 (step S124). However, the remaining transmission permission number is maintained as it is. This is because, if the customer terminal is busy, if the remaining number of outgoing calls is reduced, outgoing calls will be excessively restricted. When the outgoing call history database 111 is updated, the process for this customer is interrupted for a predetermined time (step S138), and after the predetermined time has passed, the process returns to step S12 and the automatic outgoing call process is resumed.

  On the other hand, if it is determined in step S122 that the call is not busy, the information update unit 205 records the call destination, the call time, and the call result in the call history database 111 as in step S124 (step S126). However, in this case, the remaining number of outgoing calls is reduced. When the outgoing call history database 111 is updated, the process for this customer is also interrupted for a predetermined time (step S138), and after the predetermined time has elapsed, the process returns to step S12 and the automatic outgoing call process is resumed.

  In step S120, when the customer terminal responds, the exchange control means 217 controls the exchange, and the business terminal that has made a call with the customer terminal immediately before is connected to this customer terminal. When connected to an answering machine, the call is terminated (step S128), including the case where the call is disconnected due to radio wave interference (step S128). Is recorded in the customer database 109 (step S130).

  Next, it is determined whether or not the message is completed by calling the telephone (step S132). If the request is not completed, the information updating unit 205 records the destination, the transmission time, and the transmission result in the transmission history database 111 (step S134). At this time, if the call is disconnected due to radio wave interference when connected to an answering machine, the remaining number of outgoing calls is reduced.

  Next, it is determined whether or not the reason for disconnecting the call is due to the answering machine (step S136). If the answer is due to the answering machine, the process is interrupted for a certain time (step S138), and after a certain time has elapsed. Returning to step S12, the automatic call processing is resumed.

  As described above, in step S138, when a signal indicating a busy state, a terminal failure, a line failure, an out-of-service area / power supply interruption, or a call stop is received, or a signal during a call is received, the customer terminal does not respond. If you are connected to an answering machine, or if you are connected to a fax machine, you may suspend the call processing for a certain period of time and send the call to the same destination after resuming the call process. Although it is possible, the time during which this outgoing call processing is interrupted is appropriately set for each received signal or outgoing result (for example, whether no outgoing call or connected to an answering machine). can do. For example, it is possible to set the time according to the situation, such as 1 hour for out-of-service / power-off, 3 hours for call interruption, 6 hours for terminal failure or line failure. . Also, the transmission process interruption process in step S138 and the transmission destination extraction exclusion process in step S18 can be used together, and the transmission process interruption in step S138 is interrupted according to the received signal or the transmission result. Alternatively, it is possible to set in advance which process of the process of excluding the destination extraction in step 18 is executed.

  On the other hand, if it is determined in step S136 that it is not due to the answering machine, it is due to radio interference, so that the process immediately returns to step S12 without vacating time and the automatic call processing is resumed. This is because when a call is disconnected due to radio wave interference, the possibility of securing a call with a customer increases if the user makes a call immediately. Also, if the call is disconnected due to radio interference and the call is immediately re-sent, the remaining number of allowed calls will be reduced once. However, the remaining number of allowed calls is adjusted again in step S112, and the call is not sent. Done.

  If it is determined in step S132 that the request has been completed, the transmission destination, transmission time, and transmission result are recorded in the transmission history database 111 (step S140), and the automatic transmission process ends. At this time, the remaining number of outgoing permission is reduced.

  FIG. 7 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.

  For example, the case of the customer “ΔΔΔΔ” in FIGS. 6 and 7 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 call, the customer terminal is connected and the remaining number of calls allowed is reduced to one. However, the call was not completed and the call was made again because the message was not completed.

  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 flowchart which shows the operation | movement process of the automatic transmission system concerning this invention. It is an example of a data structure of a transmission log | history database. It is a data structural example of a customer database. It is an example of the display screen in the display part of a business terminal.

Explanation of symbols

DESCRIPTION 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 means 203 Information transmission / reception means 205 Information update means 207 Customer extraction means 209 Transmission history extraction means 211 Transmission destination identification means 213 Transmission control means 215 Signal reception means 217 Exchange control means

Claims (11)

An automatic call system that automatically sends a call to a customer terminal and automatically sends a call to the customer terminal again if the request is not completed as a result of the call.
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;
An outgoing call history database in which the outgoing call history to the customer and the outgoing call permission remaining number, which is the number of calls that can be made within a preset period, 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;
Outgoing call history extraction means for extracting the outgoing call history and outgoing call permission remaining number of the extracted customer from the outgoing history database;
A call control means for controlling the outgoing call so as to make a call to the customer terminal when the outgoing call remaining number is 1 or more, and to stop the outgoing call to the customer terminal when the outgoing call remaining number is 0;
An exchange control means for controlling the exchange to connect a customer terminal that has received an incoming call as a result of an outgoing call by the outgoing call control means,
An automatic transmission system comprising: an information update means for updating a transmission history and a transmission permission remaining number in a transmission history database based on a result of transmission. The automatic call processing server
It consists of signal receiving means that receives a signal according to the situation of the customer terminal at the time of outgoing call
Information update means
If the signal receiving means receives a signal indicating that it is not possible to connect to the customer terminal normally, update the outgoing call history database while maintaining the outgoing call remaining number,
2. When the signal receiving means receives a signal other than a signal indicating that the customer terminal cannot be normally connected to the customer terminal, the outgoing call history database is updated by reducing the outgoing permission remaining number by one. The automatic call system described. 3. The signal according to claim 1 or 2, wherein the signal indicating that the customer terminal cannot be normally connected is a signal indicating busy, terminal failure, line failure, abolition, out-of-service / power-off, or call stop. The automatic transmission system according to any one of the above. When a signal of radio interference is received at the time of the previous call and when a call is made again within a predetermined period,
After the information update means increases the remaining number of outgoing permission,
4. The automatic call system according to claim 1, wherein the call control means makes a call. The outgoing call control means
When a previous call is made, if a signal is received during a call, terminal failure, line failure, out-of-service / power off, or call stop, or if a call signal is received but the customer terminal does not respond, When connected to an answering machine, or when connected to a facsimile machine, a call is made again after a predetermined time has elapsed since the previous call.
2. The telephone call is made again without waiting for the elapse of a predetermined time after the previous telephone call when a signal of radio interference is received at the previous telephone call. Or the automatic transmission system in any one of 4. 6. The automatic transmission according to claim 5, wherein the predetermined time can be set differently depending on a signal received at the time of outgoing call and / or a result of outgoing call at the time of previous outgoing call. system. Furthermore, it consists of a customer database in which the destination of a call for making a call with a customer, the priority of outgoing calls when there are a plurality of outgoing destinations, and the available call time set for each outgoing destination are recorded,
The automatic call processing server
Out of the multiple destinations of the customer extracted by the customer extraction means, the destination whose current time is within the available time is extracted, and the specific destination with the highest priority among the extracted destinations is extracted. It consists of a destination identification means to identify,
The automatic call system according to any one of claims 1, 2, 3, 4, 5 and 6, wherein the call control means makes a call to the specified specific destination. 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, 8. The automatic call system according to claim 7, 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,
9. The automatic transmission system according to claim 7, wherein the transmission destination specifying means specifies the designated transmission destination as the specific transmission destination in preference to the other transmission destinations. Destinations whose current time is within the available time range include destinations that have received a terminal failure, line failure, out-of-service / power-out, and / or call stop signal in the call history database. And / or includes a destination that has received a call signal but the customer terminal did not answer, includes a destination connected to an answering machine, or connects to a facsimile If the specified destination is included, the destination specifying means excludes these destinations and specifies the specific destination until a predetermined time elapses from the transmission time when the signal is received. The automatic transmission system according to claim 7, 8 or 9. 11. The automatic transmission system according to claim 10, wherein the predetermined time can be set differently depending on a signal received by an excluded destination and / or a result of transmission at the excluded destination. .

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